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Samsung Galaxy S5 Android 5.0 Lollipop Problems, Solutions and Troubleshooting [Part 33]

Samsung-Galaxy-S5-Tutorials

Hello guys. Welcome to the 33rd part of our Samsung Galaxy S5 troubleshooting series wherein we answer questions and address problems sent by our readers via email. This post focuses on carrier-specific problems that occurred after the Android 5.0 Lollipop update.

You are important to us that’s why we are willing to provide free support for your Android problems and questions. Feel free to email us at [email protected] and please, provide as much details as possible so that your concerns will be assessed accurately and that we can provide appropriate solutions or troubleshooting procedures. We also have a Facebook and a Google+ page where you can post your problems.

Apps Crash on Galaxy S5 After Lollipop Update

Problem: Hello, I have a Verizon Samsung Galaxy S5 I bought it 2 months ago. The issue started when I updated my software last 2 days ago. After the update, my phone was doing great and I could easily play games with it. The problem started yesterday morning I cannot open some of my apps and I cannot play games anymore because it keeps on crashing after a few seconds. I’m hoping you can find solution on my issue and I’ll wait on your reply. More power! — Smith

Troubleshooting: Are those apps and games saved in the microSD card? If so, then there’s a possibility the SD card was corrupted during the update. Try to mount it from the phone, insert it to a card adapter and insert it to your computer. If your machine can read from it, use the opportunity to backup all important data and reformat it using FAT32 format. In case the computer prompts you that the card needs to be formatted, then your data can never be salvaged and you have no other choice but to reformat it in a bid to make it usable again.

On the other hand, if this problem hasn’t been caused by a corrupt microSD card, then just try to reboot the phone and see if it fixes the problem. If not, try wiping the cache partition:

  1. Turn off the device.
  2. Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
  3. When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
  4. When the Android System Recovery screen appears, release the Volume Up and Home keys.
  5. Press the Volume Down key to highlight ‘wipe cache partition.’
  6. Press the Power key to select.
  7. When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
  8. Press the Power key to restart the device.

Or, proceed with full hard reset after you backed up all your important data saved in the internal storage of your phone:

  1. Turn off the device.
  2. Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
  3. When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
  4. When the Android System Recovery screen appears, release the Volume Up and Home keys.
  5. Press the Volume down key several times key to highlight ‘wipe data / factory reset.’
  6. Press Power button to select.
  7. Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  8. Press Power button to select and start the master reset.
  9. When the master reset is complete, ‘Reboot system now’ is highlighted.
  10. Press the Power key to restart the device.

Can’t Browse Using Mobile Data After Lollipop Update

Problem: Hi team, 3 months ago I purchased a Samsung Galaxy S5 under AT&T. For 3 months my phone is doing great and I can simply browse the web using my mobile data. However, the issue started after I do a software update and after an hour my phone cannot anymore browse the web using the mobile data. I turned off and on my phone and checked the settings of my phone but still I cannot connect to the internet. I called the tech support but the representative told me to wait for several hours because they need to update my account. But until now my phone cannot connect to the internet using my data. I hope you can help me with my problem. Thanks! — John

Troubleshooting: Hey, John. Apparently the problem is with the APN setting. The recent update may have messed it up. You can easily edit or add a new one to make mobile data work in your phone again. Please follow this link to AT&T website know the correct APN for your device. [link]

Galaxy S5 Can’t Detect microSD Cards

Problem: Hi team, I’m Andy and I have a Galaxy S5 that I bought last month. I’m a T-Mobile customer for more than 3 years now . I don’t know if my issue is minor or not but I noticed on my phone since last month that once I insert an SD card my phone cannot recognize it. I have three SD cards and 2 of it, I bought it last week because I thought my SD card was damaged. I called T-Mobile about my issue but the representative cannot fix it. Any advice is a huge help for me. thanks! — Mark

Troubleshooting: Hi, Mark. The first thing you need to check is if the microSD card is properly mounted. I know it’s a no-brainer procedure but it doesn’t hurt to double-check it. Second, try formatting the microSD card using FAT32 format to make sure the phone can read from it. Then, go to Settings and virtually mount it. If the problem persists after that, then it must be a hardware issue. Send the phone in for repair.

Galaxy S5 Gets Too Hot While Charging

Problem: Hi team I’m Justin, I have a minor issue on my Sprint Galaxy S5. By the way, I bought my Galaxy S5 7 months ago and subscribed on Sprint service. However, the issue started last day when I charged my phone for 7 hours and when I removed the charger from my phone I noticed that the back of my phone is too hot or the temperature is not normal. Yesterday, I charged again my phone and again the back of the phone is too hot. Last night, I called the customer service but the representative cannot fix it. I’m wondering if what is really the issue. Is it the battery or the phone itself? Thanks! — Justin

Troubleshooting: You haven’t mentioned if the phone still turns on or not, so I’ll assume it does. First of all, if the battery or the phone gets too hot, give the phone time to cool down. Remove the battery and leave it be for 10 or 20 minutes.

The next thing to do is boot the phone in safe mode, lower display brightness and turn off all wireless communications by enabling Airplane mode.

  1. Turn the device off.
  2. Press and hold the Power key.
  3. When ‘Samsung Galaxy S5’ appears on the screen, release the Power key.
  4. Immediately after releasing the Power key, press and hold the Volume down key.
  5. Continue to hold the Volume down key until the device finishes restarting.
  6. Safe mode will display in the bottom left corner of the screen.
  7. Release the Volume down key when you see Safe Mode.

After doing all that, recharge the phone and observe if it still heats up abnormally. If so, then the problem is either with the hardware or firmware. If not, then there’s a chance the processor was in hyper-drive. But either way, except for the hardware issue, factory reset may be able to fix this.

Facebook and Email Won’t Open in Galaxy S5

Problem: Hi, thank you for this free support. Well, I have a minor issue with my Galaxy S5, and it started last 5 days ago when I noticed that I cannot open Facebook and my email address. I don’t know why this is happening on my phone. I checked the settings and reboot multiple times but I cannot fix the issue. I surely called the tech support of AT&T but they cannot fix the problem. If this is a minor issue how can I fix it? thanks and more power! — John

Troubleshooting: I am curious to know if there was error messages that would pop up if you tried opening these apps. But since you haven’t included it in your email, we are left to assume what happens. If, there are error messages, it could mean the problem is app-specific. Meaning, the one crashing is the app that you were trying to open and no other. However, if these apps simply won’t open if you tapped on them, there could be a problem with the firmware.

The first most logical thing to do is clear both the caches and data of the Facebook and Email apps. I suggest you begin with Facebook:

  1. From any Home screen, tap Apps.
  2. Tap Settings.
  3. Scroll to ‘APPLICATIONS,’ then tap Application manager.
  4. Swipe right to the DOWNLOADED screen.
  5. Scroll to and tap Facebook.
  6. Tap Clear cache button.
  7. Tap Clear data button, then OK.

If it still refuses to open after the clearing of the cache and data, uninstall it and download a new one from the Play Store. That will fix the problem.

In the case of the Email app, since it’s a pre-installed one, you need to boot the phone in safe mode and try opening it from there. If the app refused to open even in that state, the problem is with the firmware itself. Otherwise, there’s a third-party app that’s causing the problem. Find it and uninstall it. For firmware issues, it’s best that you backup your data and perform full hard reset.

Can’t Close Two Apps on Galaxy S5

Problem: Hello droid guy, I have a little problem with my Galaxy S5 that I bought last month and I’m an AT&T customer. Well, the issue started yesterday morning when I noticed that my I cannot close the apps that I opened. I thought this is normal because I’m not a tech-savvy person and I’m already 60 years old. However, 2 days ago I forgot to disconnect my phone from the charger, so my phone connected on the charger for more than 10 hours. Yesterday morning I open 2 apps and when I tried to close those apps I cannot close it. So, I decided to call the tech guy but the customer service cannot fix it. I already reboot my phone several times but the 2 apps that I opened still not close. Can you fix this? I’ll wait your reply and more power! — Anna

Troubleshooting: Hi Anna. We are serious in what we do and we’re willing to help you. However, we can’t just provide accurate solutions to vague problems. I understand there are two apps that won’t close in your phone but what were the name of those apps? We need to know if those apps are third-party or pre-installed. Of course, the most logical thing you can do to attempt to fix the problem is to clear the cache and data of both apps. So, please follow these steps and do this for every app you’re having problems with:

  1. From any Home screen, tap Apps.
  2. Tap Settings.
  3. Scroll to ‘APPLICATIONS,’ then tap Application manager.
  4. Swipe right to the DOWNLOADED screen.
  5. Scroll to and tap the problematic app.
  6. Tap Clear cache button.
  7. Tap Clear data button, then OK.

If the problem couldn’t be fixed by this procedure, please ask someone to help you backup your personal data and stuffs and perform full master reset:

  1. Turn off the device.
  2. Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
  3. When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
  4. When the Android System Recovery screen appears, release the Volume Up and Home keys.
  5. Press the Volume down key several times key to highlight ‘wipe data / factory reset.’
  6. Press Power button to select.
  7. Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  8. Press Power button to select and start the master reset.
  9. When the master reset is complete, ‘Reboot system now’ is highlighted.
  10. Press the Power key to restart the device.

Galaxy S5 Won’t Vibrate

Problem: Hi Harold, my phone is a Galaxy S5 and it’s 6 months old and under by T-Mobile. The issue started last week when I notice that my phone won’t vibrate. I checked all the settings but there’s no use. However, I also called T-Mobile about the issue but they cannot provide exact solution on the issue. A also reboot my phone several times but still no use. I need your help to fix my phone. Thank you! — Rick

Troubleshooting: Hi Rick. As of this moment, we don’t know for sure if it’s a firmware or a hardware problem. I take your word that you’ve checked the settings, so let’s not dwell on that. To rule out the possibility that it’s just a firmware issue, try to reset the phone (factory reset will do). If the vibrate mode won’t work after that, then it must be a hardware problem. Probably the vibrator was busted and needs replacement. A technician can help you with it.

New Galaxy S5 Won’t Charge

Problem: Hello team, last day I purchased a Galaxy S5 and I’m under by Sprint network. However, the issue started yesterday afternoon when I tried to charge my phone but for several attempts my phone won’t charge. I called Sprint last night but the representative told to go to the store where I purchased my phone and ask for a warranty. As of now, I don’t want to go to the store where I purchased my phone because I want to know first the remedy the issue. Regarding about the issue I’d like to know first if my phone has a problem or the charger? Thanks and more power! — Robert

Suggestion: Hey, Robert. I suggest you take the advice of the rep but instead of using the warranty, have the device replaced. Claiming the warranty means settling down for a refurbished phone. I’m sure you don’t want to trade your brand new phone with it. I understand if you want to troubleshoot the problem but it seems like it’s a hardware problem and it is best if you have it replaced while you still can. After all, you don’t want to use a defective phone, right?

Galaxy S5 Keeps Dropping Off Calls

Problem: Hello team, I have a weird issue on my Galaxy S5 and I don’t know if I can fix this on my own. I’m in T-Mobile for 2 years and I did not experience this kind of issue, in which the call is dropping. I encountered this issue 3 days already and having trouble with all of my calls. This issue is new for me because every time I make a call and after a minute my call disconnect automatically. I don’t know if this issue is on the settings or with the phone itself. If this with the settings can please help me how to fix it? — May

Troubleshooting: It sounds like it’s a network issue, May. Try calling T-Mobile (using a different phone, of course) and inquire about the coverage in your area, your account status, and anything that is related to the issue. Go with their troubleshooting procedures to see if they can fix the problem.

There’s also a possibility that it’s a SIM card problem, so its best you call your provider and report it.

Galaxy S5 Shows ‘No Service’

Problem: Hello, I bought a Samsung galaxy S5 2 months ago and subscribed on AT&T. During the first 2 months my phone is working well, I can browse the web, send and receive call and text messages. But for a week now, my phone showing a notification on the screen “No Service”. I turned rebooted my phone several times but the notification still shows on the screen. However, I thought there’s something wrong with the tower , but for it’s already a week now and I can’t use my phone. I contacted the customer service the other night but the representative told me to wait for an hour to do some updates on my account. But after an hour my phone still do not have signal bars and the notification still showing on the screen. How can I fix it? Thanks! — Joan

Suggestion: The problem is on the network side; either it’s a coverage problem or the SIM card. Please call AT&T about it so that they can do proper tests and troubleshooting. There’s nothing much we can do about it.

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