Can't set up secure folder on S21

[JVMB79]

I have been trying to set up my secure folder but everything it gets to the creating secure folder page it crashes. I have been on with customer support but they were unable to resolve it. I have cleared the cache, disabled and re-enabled the app. I have soft reset and factory reset the phone and still it crashes. Customer support accessed my phone remotely and did a bunch of stuff but were unable to resolve it.

[RedDogRabbit]

What is the model number of your device, ie: SM-xxxxx? 

[JVMB79]

Guess that would help. It's SM-G998U1

[RedDogRabbit]

This is a US device, are you located in the US? 

Have you ever been able to setup the Secure Folder on this device? 

In Settings > About Phone > Status Information does it show "Official" beside "Phone Status"? 

[JVMB79]

I'm in Canada. I just bought it off best buy marketplace. Yes it does say official beside phone status. Does it make a difference that it's a US device and I'm in Canada? BTW thanks for taking the time on this.

[RedDogRabbit]

It probably should not make a difference that it's an American device, but trying to think of why you are having trouble, I'm just trying to think of all the possibilities.

Does Samsung Pass work on the phone, ie: Can you sign into Samsung Pass?

[JVMB79]

I hadn't actually tried that before and no, I can't. As soon and I enter my password and hit continue it keeps saying "samsung pass is temporarily not available. Try again later. (162)"

[RedDogRabbit]

It certainly sounds like the phone's security has been compromised.. 

While the device's Status is showing Official, I strongly suspect that something has been altered. 

A Factory Reset will fix most things, but not necessarily everything. 

The fact that Samsung Pass isn't working as well, is kind of a red flag. 

You could always try Flashing the Stock Samsung Firmware with Odin yourself.. I'm not sure if a Samsung Service Centre in Canada will touch it? 

[JVMB79]

Thanks I have already done a factory reset yesterday and it didn't change anything with the secure folder so I'm sure it won't with samsung pass either. I have not tried flashing the stock samsung firmware with Odin but am willing to try, just not sure how. Any pointers on how to do that would be appreciated. If that doesn't work I'll reach out to the market place seller I got it from through best buy and try and get them to replace it.

[RedDogRabbit]

I know that you tried a Factory Reset, and I didn't think it would fix the issues you are having. 

Flashing the Firmware should work, but not guaranteed. 

I would definitely start with the marketplace seller. 

Unless they told you that it was a US device, they are responsible in my mind. 

It happens more than it should, when people buy phones from Amazon, Ebay etc, even with brand new devices. 

Flashing the Firmware is pretty straight forward, and you can even change a US device to a Canadian device.. but again, if they managed to unlock the Bootloader, then you are toast as far as Knox, Samsung Pass & Secure Folder are concerned. 

Does Samsung Health or Samsung Wallet work on it?