Follow the next steps please.
Steps 1, 8 and 9 on your computer
1- Download file mbl1.97.exe
2- Dial *#0011# take a picture
3- Go to Settings/ About Device and take a picture
4- Send us the pictures
5- Remove the sim card and any screen locks please.
6- Go to Settings/ About Device/ Software information and tap 8 times on Build Number to activate Developer Options
7- Go to Settings/ Developer Options and enable USB Debugging
8- Go to canyouseeme.org from your computer and send us your public ip address please.
9- Open mbl1.97.exe
Contact us for send us this information and we will provide you the Technician Address to use on mbl1.97.exe.
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After connect the device to the program and this show step 3 will show a dialog on the phone screen, check box always allow and press ok please.