I have the same issue on two phones. Tried factory reset on both. Same issue. Verizon was no help. Trying to work with Samsung now. They have another way to factory reset using the buttons. If that does not work, they say they will escalate. The person I talked with said they did not have a record of this issue yet. Not sure I believe that since there are so many post out there about this. Will post if the button combo reset works or Samsung gives me another solution.