By accident I encrypted my GSIII with a CM10 nightly and could not update the phone. I then was stupid and tried to install a new ROM from the external_SD because I could not mount the internal sd due to the encryption.
Now my phone is stuck on the Samsung Galaxy SIII load screen. Is there a way I can format the phone and re-install a CM10 ROM? I have ClockWorkMod Touch installed.
Thank you for any help or guidance. It would be greatly appreciated and even rewarded!
Have you tried to boot into CWM and do a factory/data reset? If that doesn't work, you might have to download the Stock rom, and use Odin to flash it.
Make sure you back up what you can, cause you might have to wipe your phone..
nate_benji said:
Have you tried to boot into CWM and do a factory/data reset? If that doesn't work, you might have to download the Stock rom, and use Odin to flash it.
Make sure you back up what you can, cause you might have to wipe your phone..
Click to expand...
Click to collapse
Thank you for responding. I tried the factory reset in CWM but it still hangs. Could I reformat the sdcard? Will that do anything in terms of allowing me to install a ROM or do I need to install a stock ROM through ODIN?
I'm new to this portion of ROMS so any guidance or links to step-to's would be awesome. I'm virtually phoneless right now because the new Galaxy SIII SIM doesn't fit into my old Galaxy S.
You'll need to Odin back to stock. And hope that works. Your steps seem to be unique. Let us know how/if you fix it for future reference.
Sent from my SAMSUNG-SGH-I747 using xda premium
Ends said:
You'll need to Odin back to stock. And hope that works. Your steps seem to be unique. Let us know how/if you fix it for future reference.
Sent from my SAMSUNG-SGH-I747 using xda premium
Click to expand...
Click to collapse
ODIN to stock did not work. I still get stuck on the Samsung Galaxy SIII screen. However, I can still access CWM. Is there a way to reformat the sd card so that the encrypted drive is no longer there and then re-install the stock ROM?
Under mounts and storage -> you can format all partitions.
Sent from my SAMSUNG-SGH-I747 using Tapatalk 2
Hard way, I realized formatting SD card wont mark it as decrypted. Only a factory reset resolved my issue.
Sent from my Samsung Galaxy S III
I think this has been said, but here are the steps I took to resolve this issue:
Odin back to stock
Boot into recovery
Factory reset from recovery
I originally attempted to use CWM to reflash Paranoid Android ROM. This would fail due to the fact that CWM could not mount /data and /sdcard (I believe due to it being encrypted).
After using ODIN and stock ROM, the system would still hang after putting in password to decrypt device. Booted into Samsung recovery and did a factory reset from there and it removed the decryption...
lostintelligence said:
I think this has been said, but here are the steps I took to resolve this issue:
Odin back to stock
Boot into recovery
Factory reset from recovery
I originally attempted to use CWM to reflash Paranoid Android ROM. This would fail due to the fact that CWM could not mount /data and /sdcard (I believe due to it being encrypted).
After using ODIN and stock ROM, the system would still hang after putting in password to decrypt device. Booted into Samsung recovery and did a factory reset from there and it removed the decryption...
Click to expand...
Click to collapse
I'd like to regretfully confirm that these instructions work perfectly. I just lost EVERYTHING after a failed encryption process, but thankfully I was able to unbrick my phone after following these instructions. The lesson for everyone is to ALWAYS make a backup ON YOUR PC of your NANDROID backups.
Thank you for these instructions.
kamandor said:
I'd like to regretfully confirm that these instructions work perfectly. I just lost EVERYTHING after a failed encryption process, but thankfully I was able to unbrick my phone after following these instructions. The lesson for everyone is to ALWAYS make a backup ON YOUR PC of your NANDROID backups.
Thank you for these instructions.
Click to expand...
Click to collapse
I have a b/u of all my devices on drop box, google cloud, my ext drive for my network, AND my office computer. Yeah I know a BIT of overkill, BUT I never know which device I will "play with," and where I will play with it.
Can't wipe /sdcard or /data
I tried doing a factory reset from recovery, but I can't mount /data or /sdcard. Has anyone experienced this? I encrypted my data before applying an update. Now I can boot into recovery or download mode with CM10, but I can't wipe anything to go back to stock.
Any help would be greatly appreciated. Thanks!!!
bhartman36 said:
I tried doing a factory reset from recovery, but I can't mount /data or /sdcard. Has anyone experienced this? I encrypted my data before applying an update. Now I can boot into recovery or download mode with CM10, but I can't wipe anything to go back to stock.
Any help would be greatly appreciated. Thanks!!!
Click to expand...
Click to collapse
you need to odin back to stock as has been stated. the stock firmware thread is in the android development section.
then you need to boot into recovery and wipe data/factory reset.
get back to stock and wipe. this is the only way i've heard of this issue being resolved
Related
Hi, I've had my Sprint Galaxy S3 rooted for a while, and it was encrypted. Instead of decrypting it before flashing a new, non-standard rom, I used TWRP to format /data
Now if I install a non-touchwiz rom, it works perfectly. If I try to install ANY version of a touchwiz rom, however, upon the first boot, the phone prompts me for an encryption password. My original password does not work. I have attempted every rom I could find that is labeled "official."
My TWRP backups also do not install, upon reaching the Cache portion of the restore, the process fails, providing no information as to why.
I'd very much like to get my phone back to its original state, if possible. Any help would be greatly appreciated!
Re: [HELP] Can't install official ROM due to encryption
https://www.youtube.com/watch?v=ypmqJbZqOaU&feature=youtube_gdata_player
Sent from my SPH-L710 using Tapatalk 2
KarmaBytes said:
Hi, I've had my Sprint Galaxy S3 rooted for a while, and it was encrypted. Instead of decrypting it before flashing a new, non-standard rom, I used TWRP to format /data
Now if I install a non-touchwiz rom, it works perfectly. If I try to install ANY version of a touchwiz rom, however, upon the first boot, the phone prompts me for an encryption password. My original password does not work. I have attempted every rom I could find that is labeled "official."
My TWRP backups also do not install, upon reaching the Cache portion of the restore, the process fails, providing no information as to why.
I'd very much like to get my phone back to its original state, if possible. Any help would be greatly appreciated!
Click to expand...
Click to collapse
I've never used encryption, but I'd bet there's still some data lingering in the system folder of the internal storage...
First thing I'd recommend is doing a Factory Reset and a System wipe. This is in TWRP under the Wipe Menu. Then try to flash a TW ROM. See if that works.
If the system wipe doesn't work, I'd next recommend a full wipe of your internal storage (of course, you should copy your nandroid backups and anything else you want to keep to your external SDcard first). This is also found under the Wipe Menu in TWRP.
Then you can install whichever ROM you want (from your External SDcard, 'cause it won't be in our internal storage of course).
Let me know if this works for you.
EDIT: My apologies, apparently the Format /data is supposed to do all the above (and more). I'd recommend the approach in GiantJay's link and see if that works.
So, I had tried wiping and formatting everything already, to no avail.
I just used Odin to flash the original firmware from samsung-updates.com, and after the reboot, I STILL get the encryption prompt... I'm completely lost now. And to top it off, I no longer have a custom recovery or anything with which to flash a different rom :/
EDIT: It would appear that after using ODIN to flash the stock firmware, the stock recovery was capable of succeeding where TWRP was unable to. Performing the factory/DATA reset from the stock recovery fixed my problem.
To others encountering this problem, the following worked for my SPH-L710:
1. Boot into download mode.
2. Use ODIN to flash the correct stock firmware (MD5 or TAR file).
3. Boot device into recovery mode and perform a factory reset.
Easy enough lol.
Thanks a lot for your help, and the quick replies!
Re: [HELP] Can't install official ROM due to encryption
Add "[SOLVED]" to your thread title please (edit the post and then it lets you change the title)
Hello. First post because I'm usually pretty good at finding solutions to my problems just searching. I can't find the solution to my current issue and I hope you fine folks can give me some advice.
Issue arose while clean flashing my d2att to the most recent Task650 AOKP build using the latest TWRP. Did my nandroid to internal sd like usual, factory reset, and format system. Done this 100 times with no issues. This time, TWRP crashed while formatting system and phone vibrates, reboots, hangs on the new kernel splash screen for Task650s Rom. Pull the battery, replace, then boot recovery with the volume home power method. TWRP splash screen shows, screen goes black, vibrates twice, then reboots back into previously mentioned kernel splash and hangs.
So I can't boot recovery and I can't boot my phone. I enter download mode and try to Odin the most recent twrp tar. Same. I try a previous twrp tar. Same.
I think I can use a rooted stock image to get back up and running, but I don't want to lose the contents of my internal sd.
How can I fix this with minimal data loss? Thanks for the help.
Sent from my Nexus 7 using xda app-developers app
Ugh.
AFAIK, you're stuck and will have to Odin back to stock JB just to get running properly again.
Maybe try to Odin stock recovery? I'm pretty sure it's out there somewhere to flash. Then use it to wipe cache/dalvik and then Odin TWRP again. Or try to Odin CWM?
You can use ADB to copy all the files from your phone over to your computer so you don't lose anything. The commands to do this are out there somewhere. I don't know them off the top of my head.
CZ Eddie said:
Ugh.
AFAIK, you're stuck and will have to Odin back to stock JB just to get running properly again.
Maybe try to Odin stock recovery? I'm pretty sure it's out there somewhere to flash. Then use it to wipe cache/dalvik and then Odin TWRP again. Or try to Odin CWM?
You can use ADB to copy all the files from your phone over to your computer so you don't lose anything. The commands to do this are out there somewhere. I don't know them off the top of my head.
Click to expand...
Click to collapse
Thanks for the feedback CZ. I didn't want to mess around with ADB so I just used Odin to flash rooted stock and expected to lose some data. Much to my surprise, once the phone was back up and running, my data was still on the internal SD. So everything is good now and I shall go back to lurking!
GhastlyTT said:
Thanks for the feedback CZ. I didn't want to mess around with ADB so I just used Odin to flash rooted stock and expected to lose some data. Much to my surprise, once the phone was back up and running, my data was still on the internal SD. So everything is good now and I shall go back to lurking!
Click to expand...
Click to collapse
Odin won't delete /data only a factory reset in stock recovery will
So i reset my GS3 yesterday. I am running a stock rooted phone.. My phone has always been fine but after a reset through the phone the phone never loaded back up. It was stuck on the samsung screen. I tried pulling the battery out a few times. I went into my CWM recovery and tried wiping both caches with no luck. I tried restoring the phone and that didn't work. I finally tried wiping all data and now the phone won't boot at all. It says phone can not boot and will go into odin mode. Odin will recognize my phone though. What should i do? Should I try to restore my phone to factory through odin? I can't find the stock sprint version tar file. I could only find the verizon one. Can someone help me and tell me what is the best step for me? I can get into CWM but the phone won't boot.
wings9130 said:
So i reset my GS3 yesterday. I am running a stock rooted phone.. My phone has always been fine but after a reset through the phone the phone never loaded back up. It was stuck on the samsung screen. I tried pulling the battery out a few times. I went into my CWM recovery and tried wiping both caches with no luck. I tried restoring the phone and that didn't work. I finally tried wiping all data and now the phone won't boot at all. It says phone can not boot and will go into odin mode. Odin will recognize my phone though. What should i do? Should I try to restore my phone to factory through odin? I can't find the stock sprint version tar file. I could only find the verizon one. Can someone help me and tell me what is the best step for me? I can get into CWM but the phone won't boot.
Click to expand...
Click to collapse
If you can get into recovery mode, you can just restore a nandroid backup (if you have one made). If you don't have one, you can wipe /system, /data, and the caches and reflash your Rom (provided you have it saved on your SD card).
If none of the above work, download mode is your best friend.
You can get into Download (Odin) Mode. That's a good thing. Sextape has the md4 TAR file for your over in their thread (warning, outside link). They have the stock unrooted as well as stock rooted file. Since you have already wiped your data, you might as well flash the "Restore" version:
"Restore" Versions - Wipes your user data
SPH-L710_MD4_1130792_Stock_Restore [EXE|TAR.MD5.GZ]
SPH-L710_MD4_1130792_Rooted_Restore [EXE|TAR.MD5.GZ]
Click to expand...
Click to collapse
If you know how to use Odin, you can just downlaod the TAR file, but I recommend using their auto-extractor (the exe file), since it's well tested and there's less chance of user error.
All that being said, I'm curious to how your phone became "softbricked." Did you install any apps or mods recently that could've caused it? Custom Kernel?
It sounds like you eventually ended up wiping /system, which would be why you can't boot up now. I haven't heard of it automatically going into download mode because of that, but I haven't tested it on my phone, either.
try rwilco 12's android file repository. he has everything you will need
http://www.rwilco12.com/
You can also take the sd card out plug into a computer download a rom zip put it on the sd card pop it back into the phone and flash through the custom recovery which should be there.
Sent from the future via Xparent Green Tapatalk 2
Thanks for the help everyone. I guess I didn't soft brick the phone I just wiped it and there was no rom on it.
Hey guys hopefully you can help me. I was rooted for like 3 or 4 months now and have had not many problems or not anything I couldn't fix my self. My phone gets stuck on the Samsung Galaxy s4 screen anytime I reboot. I have tried different roms, different kernels, I even odin back to stock. I was using TWRP 6.0 then reverted back to TWRP 5.2 to see if that was causing the problem. Still have problems. I am going to re download the stock tar to see if it was a bad download but Odin checks the md5 and says it was good. Odin says passed every time also. Odin version is 3.07.
I get a error before and when trying to wipe dalvic cashe. I can wipe reg cash no problem. I think my phone is not mounting the internal storage when it reboots. I could be way off but need help asap. If I format super wipe with twrp then restart twrp and then factory reset I can install or restore a rom some times but still cant restart the phone. Any hope would be greatly appreciated.
EDIT
I wanted to edit my previous commet. LiquidSmooth seems to be running fine. So TW roms and GE roms **** up on my phone when I restart. so is it the internal systems when I have TW roms. I think it has something to do with partictions messing around maybe.
I like TW roms and want to continue to use them... Thank you
Get into recovery and do a factory reset, it is a must after you odin back to stock. Make sure you are also using a tmo kernel.
Thanks you
I got this problem a few days ago and found some topic including this one. You should check it out.
Well, what worked for me was Odin to stock firmware, root again, install recovery then custom rom. Now it's working fine. Try to downloading it again to see if it works. I downloaded mine from here, rooted and recovery it using this one.
TheAxman said:
Get into recovery and do a factory reset, it is a must after you odin back to stock. Make sure you are also using a tmo kernel.
Thanks you
Click to expand...
Click to collapse
+1 to what he said. I bet if you go into the stock recovery after odin flashing it will say something like cannot mount /data partition. Factory reset there, and it should fix that and make it mountable. (Its important to use the stock recovery factory reset after the odin, don't flash a custom recovery right after flashing)
This was incredibly helpful. I had the same issue. Thank you.
This is also applicable to the Verizon Wireless model.
Hi, I will have my hands on this tablet very soon and want to use the Cleanrom that is listed in a thread here. This will be my first time doing this and have been searching around for a guide. I have read a few bits and pieces but would like someone to explain in a few steps so i can get this right the first time.
I found a guide to Root it at rootgalaxynote.com but would like to understand how to install the CleanROM.
Hello,
You have to install TWRP Recovery first, then you need to copy Rom.zip to storage and then flash it using Recovery, dont forget about Wipe.
52224489
WeedyEyes said:
Hello,
You have to install TWRP Recovery first, then you need to copy Rom.zip to storage and then flash it using Recovery, dont forget about Wipe.
Click to expand...
Click to collapse
I havent installed anything yet as i will be receiving it for christmas. Not 100% sure on process so was posting here hoping someone could explain the process a bit more in laymans terms as this will be the first time i will be doing this. i understand you have to root the device so you can change the ROM, wasnt sure on what to do after that.
reetzy said:
I havent installed anything yet as i will be receiving it for christmas. Not 100% sure on process so was posting here hoping someone could explain the process a bit more in laymans terms as this will be the first time i will be doing this. i understand you have to root the device so you can change the ROM, wasnt sure on what to do after that.
Click to expand...
Click to collapse
All you need is to Install Custom Recovery to change ROM, that will allow you to do anything you want with your device (such as System Backup/Restore, installing .zip packages, and etc.) read thread about TWRP so you can find everything you need to know.
But notice the fact you'll lose your warranty installing custom roms, as I know there is no way to change warranty bit back to 0 yet.
All information you need to know about Custom Roms is already there.
WeedyEyes said:
All you need is to Install Custom Recovery to change ROM, that will allow you to do anything you want with your device (such as System Backup/Restore, installing .zip packages, and etc.) read thread about TWRP so you can find everything you need to know.
But notice the fact you'll lose your warranty installing custom roms, as I know there is no way to change warranty bit back to 0 yet.
All information you need to know about Custom Roms is already there.
Click to expand...
Click to collapse
Thanks Weedy :good: Once i get this tablet i will give it a go.
Can you give me a link to the TWRP thread you refereed to thanks.
http://forum.xda-developers.com/showthread.php?t=2515656
Here you can find TWRP. I would recommend flashing the ".0"version because some people are having problems with the newer one
Worked fine for me , just did the same process as you
Sent by my Note 10.1 2014
benni2903 said:
http://forum.xda-developers.com/showthread.php?t=2515656
Here you can find TWRP. I would recommend flashing the ".0"version because some people are having problems with the newer one
Worked fine for me , just did the same process as you
Sent by my Note 10.1 2014
Click to expand...
Click to collapse
Thanks, all i need is Santa to hurry up now lol.
Are you sure you wanna get P600 not P605?
Make sure you get the right version, whether Quality or Exnyos. I had a freeze until I got the right version.
Sent from my SM-P600 using Tapatalk
In this guide what is this file for ?
Step 3. Download and unzip P600_Autoroot.zip:
rootgalaxynote.com/galaxy-note-10-1-root/how-to-root-galaxy-note-10-1-2014-edition/
Edit: Should i do this first before the TWPR?
Build says CleanRom 1.0 but all apps are still present
My build says CleanRom 1.0 but I still have all of the apps that others say are removed such as Sketchbook. My note was rooted using the AutoRoot file with Odin and then the stock recovery was flashed. I then used the twrp 3.0 file and booted into recovery. I then installed CleanRom (without reset per instructions) and the device rebooted and everything worked except all of the apps were still there. I then tried to re-flash CleanRom and perform the wipe but I then got stuck on the Samsung splash screen to no avail. I booted into recovery and tried re-flashing the CleanRom zip to no avail. All I could do to get this thing booted was to flash the auto-root file again in Odin, re-flash twrp, and install cleanrom again from the recovery but all of the apps are still there. Before I did any of this I had a bunch of the bloatware either frozen or uninstalled in Titanium but now some of those apps show lines through them in TBP. Either way, my device is showing CleanRom 1.0 under the build but I really don't think it is... any ideas on how to fix this?
Hi i'm a newbie on android
i've tried to install this rom a lot of time but unsuccessfully at any time
i've tried all the solutions i found here but none were successfull
i am under TWRP 2.6.3.0
my tablet is rooted but after the rom flash ,when i reboot ,just after the "galaxy note edition 2014" logo there's a black screen
the only way to repair is to flash with the mk1 stock rom after or to restore my old version saved with TWRP
can someone help ?
thanks
shoresteve626 said:
My build says CleanRom 1.0 but I still have all of the apps that others say are removed such as Sketchbook. My note was rooted using the AutoRoot file with Odin and then the stock recovery was flashed. I then used the twrp 3.0 file and booted into recovery. I then installed CleanRom (without reset per instructions) and the device rebooted and everything worked except all of the apps were still there. I then tried to re-flash CleanRom and perform the wipe but I then got stuck on the Samsung splash screen to no avail. I booted into recovery and tried re-flashing the CleanRom zip to no avail. All I could do to get this thing booted was to flash the auto-root file again in Odin, re-flash twrp, and install cleanrom again from the recovery but all of the apps are still there. Before I did any of this I had a bunch of the bloatware either frozen or uninstalled in Titanium but now some of those apps show lines through them in TBP. Either way, my device is showing CleanRom 1.0 under the build but I really don't think it is... any ideas on how to fix this?
Click to expand...
Click to collapse
Before flashing your rom perform a factory reset in twrp and format /data. All your apps will be deleted and you should be fine if you are stuck on the samsung boot logo it might help to boot into recovery and format /cache and dalvik cache
Sent by my Note 10.1 2014
Messed it up even more
benni2903 said:
Before flashing your rom perform a factory reset in twrp and format /data. All your apps will be deleted and you should be fine if you are stuck on the samsung boot logo it might help to boot into recovery and format /cache and dalvik cache
Sent by my Note 10.1 2014
Click to expand...
Click to collapse
So, I did the factory reset in twrp and then formatted the data. Naturally, everything was lost but when I went to install CleanRom it was no longer on the internal memory due to the format... but I did copy it to the Ext SD Card. MY problem is that twrp won't install the zip from the sd card. Each time it says its unable to mount "/data" even though I'm going into "advanced settings" and placing the check mark. I re-flashed twrp and tried using file manager to move the file to the internal storage but came up with the same problem. Also, I can't place the check on mount data for some reason. Now, my tablet starts to boot up but hangs on the samsung screen before the boot animation. Basically, its like there isn't any firmware on it and I tried re-doing the auto-root and stock recovery but thats a no go as well. Is this thing toasted?
shoresteve626 said:
So, I did the factory reset in twrp and then formatted the data. Naturally, everything was lost but when I went to install CleanRom it was no longer on the internal memory due to the format... but I did copy it to the Ext SD Card. MY problem is that twrp won't install the zip from the sd card. Each time it says its unable to mount "/data" even though I'm going into "advanced settings" and placing the check mark. I re-flashed twrp and tried using file manager to move the file to the internal storage but came up with the same problem. Also, I can't place the check on mount data for some reason. Now, my tablet starts to boot up but hangs on the samsung screen before the boot animation. Basically, its like there isn't any firmware on it and I tried re-doing the auto-root and stock recovery but thats a no go as well. Is this thing toasted?
Click to expand...
Click to collapse
Boot into TWRP and click "Restore Back Up" (Cannot remember exact verbiage) . Find where it says internal storage and press it and it will switch to a drop down and you can choose "External SD" Then go back and and it should be going to External SD instead of internal SD when you select install
Make sure you factory re-set. For safety, I advance wipe but I don't think that is necessary.
You may need to re-flash recovery if you're unable to access it.
shoresteve626 said:
So, I did the factory reset in twrp and then formatted the data. Naturally, everything was lost but when I went to install CleanRom it was no longer on the internal memory due to the format... but I did copy it to the Ext SD Card. MY problem is that twrp won't install the zip from the sd card. Each time it says its unable to mount "/data" even though I'm going into "advanced settings" and placing the check mark. I re-flashed twrp and tried using file manager to move the file to the internal storage but came up with the same problem. Also, I can't place the check on mount data for some reason. Now, my tablet starts to boot up but hangs on the samsung screen before the boot animation. Basically, its like there isn't any firmware on it and I tried re-doing the auto-root and stock recovery but thats a no go as well. Is this thing toasted?
Click to expand...
Click to collapse
Your device is not toasted I always have the Rom zip on the root directory of the device so formatting /data will not affect the rom zip. If you cant get it working then you might need to flash a firmware via odin and after that copy the rom on the internal root directory. Resetting your device should not format the whole internal storage so you can install the rom afterwards. Good luck mate
Sent by my Note 10.1 2014
Thanks for all the help!
benni2903 said:
Your device is not toasted I always have the Rom zip on the root directory of the device so formatting /data will not affect the rom zip. If you cant get it working then you might need to flash a firmware via odin and after that copy the rom on the internal root directory. Resetting your device should not format the whole internal storage so you can install the rom afterwards. Good luck mate
Sent by my Note 10.1 2014
Click to expand...
Click to collapse
After the holiday (and many stressful attempts) I was finally able to re-boot the device and get past the splash screen. Opening Kies seemed to "kick" past the splash screen even though it said my device wasn't compatible with Kies. Anyway, I flashed the stock recovery, wiped, reset, flashed original firmware via Odin, flashed TWRP again, and then installed the CleanRom zip. Phew... it's FINALLY over with no issues and running smooth. I think the problem came in with TWRP not wiping correctly even though it said it did. I do appreciate all of the help and advice as you guys are life-savers!
Exnyos?
sdelliott31 said:
Make sure you get the right version, whether Quality or Exnyos. I had a freeze until I got the right version.
Sent from my SM-P600 using Tapatalk
Click to expand...
Click to collapse
How do you know with version you have?
jkitsmiller said:
How do you know with version you have?
Click to expand...
Click to collapse
Wifi Only Version = P600 = Exynos processor
Lte = P605 = Snapdragon800
Gesendet von meinem SM-P600 mit Tapatalk
When I installed with TWRP 2.6.3.3 & 2.6.3.1 I got the write permission denied and then I tried with 2.6.3.0 it got hung while installing CleanRom 1.5R2. Does anyone know how to resolve this issue? Thanks