The is the first part of our T-Mobile Galaxy Note 3 Problems series and I’m sure more posts like this would follow considering the number of emails we received from Tmo Note 3 owners. The problems addressed in this post are so common that you may encounter them sooner or later. But may I remind you that what we can provide are troubleshooting procedures to problems you may be experiencing. There is no guarantee that they will be fixed especially the hardware issues.
For those who have problems with their phones, feel free to email us at [email protected] It’s a free service but we urge you to please provide as much details as possible so that we will know where to start and how to fix your problem. We also have Facebook and Google+ pages you can use to communicate with us.
T-Mobile Galaxy Note 3 won’t turn on
Problem: I left my phone on my bed last night while I was out partying. I remember it had at least 45% battery left but when I woke up this morning, the phone was off so I tried turning it on to no avail. Of course, I thought the battery was drained so I plugged it in and left it for about a couple of hours. When I got back, I tried turning it on again but still the same. My phone is a Galaxy Note 3 and I’m with T-Mobile. I haven’t called tech support yet but I’m hesitant to due to unpleasant experience with a rep before. So, I decided to email you instead may be you know something that could fix this problem. Thanks in advance. — Glace
Solution: Since you don’t know what caused this problem, you need to troubleshoot to know what it is all about. Here are some things you can do…
- Remove the battery and then hold the power key for 30 seconds. This will discharge all stored electricity in the capacitors.
- Insert the battery and turn the phone on. If the problem were caused by a glitch, then at this point the problem would be solved. Otherwise, continue with the other steps.
- Charge the phone for at least an hour to rule out the possibility that it is just a drained battery issue.
- Boot the phone to Safe mode. We don’t know as of yet if the problem is software- or hardware-related but booting to Safe Mode would give us an answer. If the phone could boot up successfully then the cause may have been a third-party app, otherwise, there is a big possibility it’s a hardware issue.
- Try booting to Recovery Mode. Even with bad firmware, the phone can still boot to recovery mode. If you can reach this far then there is a good chance the phone will be fixed because you can wipe the cache partition as well as perform factory reset while in this mode.
I hope you can follow that simple procedure.
T-Mobile Galaxy Note 3 reboots when in Home screen
Problem: Hi guys, please bear with me as I’m not a tech person but currently bugged by a problem I don’t understand. I have a phone from T-Mobile and it’s a Note 3. I don’t have any idea what happened or what I’ve done to it that before whenever I go back to the Home screen, the phone reboots. So, I had to open something like apps even if I don’t use the phone just to keep it on. I could’ve lived with it but about a couple of days ago, I found my phone dead, no power whatsoever. So, I charged it until it was full then I turned it on. The phone powered on but by the time it reached the Home screen, it turned itself off. I turned it back on, then it turned off and now I’m stuck in that loop.
I was advised by my niece that factory reset may be able to fix the problem but how would I do that if the phone won’t stay on even for a second? If you would be so kind to help me with it, please do because I can no longer use my phone. I’m a realtor and my phone is a part of my business so I’m facing a big loss if I can’t use my phone. Thanks a lot guys. — Jessica
Solution: It seems like the problem comes from the phone’s launcher known to many as Touchwiz. You see, on top of Android user interface, Samsung Galaxy Note 3 runs the company’s proprietary launcher to make their devices look different from other Android phones. The thing is, Touchwiz may cause problems and one of the symptoms is the one you’re currently experiencing.
If the problem is indeed the launcher, then clearing its cache and data would solve the problem. But the thing is, your phone can’t even stay on the home screen for a second. Therefore, I suggest you boot the phone to Safe Mode:
- Turn the device off.
- Press and hold the Power key.
- When ‘GALAXY Note 3’ appears on the screen, release the Power key. Immediately after releasing the Power key, press and hold the Volume down key.
- Continue to hold the Volume down key until the device finishes restarting.
- ‘Safe mode’ will display in the bottom left corner of the screen. Release the Volume down key when you see ‘Safe Mode.’
If the phone can stay turned on in Safe Mode, then there is a chance you can fix the problem. All you have to do is go to the phone’s Application Manager, choose Touchwiz and clear its cache and data. However, if the phone reboots like it’s on normal state, then there’s no other option but to factory reset it via recovery mode.
- Turn off the device.
- Press and hold the following three buttons at the same time: Volume Up key, Home key and Power key.
- When ‘GALAXY Note 3’ appears on the screen, release the Power key but continue to press and hold the Volume Up key and the Home key.
- When the Android System Recovery screen appears, release the Volume Up and Home keys.
- Press the Volume down key to highlight ‘wipe data / factory reset.’
- Press Power button to select.
- Press the Volume down key to highlight ‘delete all user data.’
- Press Power button to select and start the master reset. When the master reset is complete, ‘Reboot system now’ is highlighted.
- Press the Power key to turn the restart the device.
In case the problem remains after the reset, find someone who knows how to flash a custom ROM to your phone, that should fix the problem but it would also mean voiding your warranty. If you don’t like the sound of that, Samsung may be able to help but you would have send your phone to them to be fixed.
T-Mobile Galaxy Note 3 showing ‘Index Service has stopped’ error
Problem: First of all, thank you for this wonderful service. I was so happy when I found out you guys answer questions from your readers. It’s my first time here in you site and I was amazed upon seeing you’ve published countless support articles for the Note 3 but at the same time saddened upon learning there are a lot of owners who are experiencing problems with their phones. But anyway, my problem is that I am getting an error message that suggests the Index Service has stopped. The error doesn’t pop up all the time, it happens only when I try to view my pictures or videos through the gallery.
To give you a little background of my setup, actually my phone is virtually untouched ever since I got it. No custom firmware, no root and I never did factory reset to it…not yet. I have a 64GB microSD card that I use to store my photos and videos. I have thousands of photos and hundreds of videos in that microSD card of mine and I was able to view them last week. Then about four days ago, this problem started and I’m surprised why this happens knowing the phone is totally stock and taken care of. If you have any idea how to get rid of this error and fix the problem if there’s any, please let me know. — Joseph
Solution: Due to the number of photos and videos you have in your microSD card, the index service of the phone may take a long time to load and index all of them that would eventually result to crashes and it seems like the Gallery app is the trigger.
The gallery app actually manages all your pictures and videos. Each of these files has its own index number that serves as their ‘identity’ for the phone to easily find them; the Index Service makes that possible. When you open or view a picture or video in the gallery, the app will search through the index to pull the correct file and display it on the screen but since there are thousands of them, not to mention their sizes, the index service crashes. These crashes may have also been caused by corrupt data. Lastly, the index file is also saved in the microSD card and every time your delete or move a file to and fro, the index file is changed or duplicated. Since you cannot actually delete that file using the standard file manager, you need to totally clear the microSD card. Please follow these steps…
- Shut down your device and unplug the MicroSD card.
- Make sure to copy all your files on your computer.
- Re-insert the MicroSD card and turn the Note 3 back on.
- Go to Settings > Storage > Format SD card.
- From there, you should have the option to create copies of files back from the computer to your phone. Ensure that the MicroSD card is empty or formatted before you do this. You may want to copy files in small batches so you can easily identify the culprit if your phone detects incompatible or corrupt files.
After doing so, you also need to clear the cache and data of the gallery app.
- From any Home screen, tap the Menu key.
- Tap Settings.
- Tap the General tab.
- Tap Application manager.
- Swipe to the All screen
- Tap the gallery application
- Tap Clear data and then tap OK.
- Tap Clear cache.
I hope this works for you.
T-Mobile Galaxy Note 3 can’t connect to home Wi-Fi
Problem: I have been using my Samsung Galaxy Note 3 for months now but I never really connected it to any Wi-Fi since I subscribed for data plan with T-Mobile. Now, I got cable internet at home and I set up my Wi-Fi; my laptop and iPad can easily connect to it but not my Note 3. I don’t know what’s wrong with it but it’s just strange how it came to be like this. I really can’t provide sufficient information simply because I don’t know what the problem really is, but I’m telling you I didn’t do anything out of the ordinary in my phone since I’m using it for my job, which requires a lot of calls and emails. If you know how to address this problem, please help me. Thanks. — Glenn
Solution: It isn’t the first time I heard about a Note 3 that can’t connect to Wi-Fi access point, so I can at least provide you with troubleshooting steps you could follow to fix the problem. I cannot guarantee the steps I will provide will fix it but we’re always open if you decided to email and tell us of the outcome of your troubleshooting…
- Check Settings – Wi-Fi, then tap Menu – Advanced. Uncheck Auto Network switch. If this doesn’t fix it, proceed to the next step.
- Reboot both your modem/router and Note 3 for 1 minute, then turn the router back on first then your device.
- Go to Settings, then Wi-Fi and long press on the problem connection. Select Forget, then try to connect to your network again.
- Download Wi-Fi Analyzer app from Google Play to check if your device is encountering difficulty using a certain channel. If that’s the case, change the channel in your router accordingly.
- Check your router’s firmware version. Make sure it’s up to date and that MAC filtering is off or properly configured.
- If you can connect but having dropping connection issue, try to disable Wi-Fi Direct and Wi-Fi Direct Share by going to Settings, then Applications manager under the All tab.
Don’t hesitate to email us back if ever this doesn’t work.
T-Mobile Galaxy Note 3 not getting any emails
Problem: Hello droid guy, thank your for this wonderful service you guys offer. It’s weird, though, that my phone no longer receives email messages. It is a Galaxy Note 3, which I purchased from T-Mobile. I think it’s already four days since I received my last email as the date indicates, so basically, there’s something wrong with my device. Please tell me how to fix this. — Ramones
Solution: Well, you can manually refresh the email app and see if you get an error message. I’m not saying that’s the solution to your problem but at least, that will force the app to receive messages as long as all settings are fine. But try these steps to troubleshoot further…
- Check if Sync option is toggled on under Quick settings by pulling down the notification bar and tapping the expand icon on the top right corner.
- Ensure that Power saving is off under Quick settings.
- Pull up your email app and tap Menu – Settings – Account settings – More settings. You can set the settings to your liking here.
- We recommend that you simply delete the account and reconfigure your email app so it gets new details. You can do this by going to Menu – Settings – General – Accounts – Email – Remove account
- Clear cache partition by turning off the Note 3 first. After that, remove the battery then reinsert it. Long press Volume up and Home buttons, then hold Power. Your device will vibrate and once it’s finished, release Power so you see the recovery menu. Pressing the Volume and Power buttons will select wipe cache partition.
I hope this helps.
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