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Samsung Galaxy S5 Lollipop Problems, Questions, Solutions and Troubleshooting [Part 51]

Galaxy S5 Fire -2

Mobile service providers in the US already started rolling out Android 5 Lollipop update for Samsung Galaxy S5. If you haven’t received a notification and still stuck with Kitkat, just wait it out and it will come. Roll outs are done in batches so servers won’t overload.

Now, for our readers who asked if they had to pay for asking questions, no, you won’t have to pay for anything. We offer free service here; free consultation, free to ask questions and we offer free solutions, fixes and/or troubleshooting guides. You are also free to subscribe to our newsletters if you want to.

Now, for those who have just tuned in, you may email us at [email protected] or post your concerns on our Facebook wall and/or Google+ page. But we urge you to provide all necessary details of the problem so that we can accurately assess your concerns and provide appropriate suggestions and solutions.

Galaxy S5 Soft Keys Not Lit Up

Problem: Hey, I bought my Samsung S5 last July. A co-worker and her husband bought theirs 2 months later. We noticed that the lower right and left button ( the return button and the open apps button on either side of the center elongated bottom button) are lit up on my phone but on their phones they don’t light up at all. Matter of fact, she didn’t even know there were buttons there until accidently coming across them. Is this a setting thing or are some of the phones build like this while others aren’t? — Jeanine

Troubleshooting: Hi Jeanine! There’s nothing wrong with the phone it’s just that the Power Saving Mode is enabled. Disable it and the soft keys will be lit again. Here’s how…

  1. From the Home screen, touch Apps.
  2. Tap Settings.
  3. Scroll to and tap Power saving mode.
  4. Touch the slider to Off.
  5. Power saving mode is now off; the soft keys should light up now.

Galaxy S5 Freezes and Lags After Lollipop Update

Problem: Hello! I noticed since my Samsung s5 update so many things have gone wrong! Sometimes my videos won’t have sound even when my volume is up, so I have to restart my phone. Next, everytime I open up an app it crashes, my whole screen turns white for about 30 seconds and then stops. Even if I’m in the app for 10 minutes it randomly crashes. Or if I’m reading a link online it randomly exits. I also noticed it is very slow or delayed. When I’m texting, tapping or scrolling through something it freezes and then it does what I wanted to about 3 or 4 seconds after I asked it to. I’m tired of my phone being super delayed & all of my apps are crashing! Please help? Thank you.

Troubleshooting: There are always a time that even if the update process has gone smooth and successful, things won’t work the way they should. We can go hours and hours of troubleshooting these problems but we still end up wiping the phone’s internal storage and memory for it to have a fresh start. In short, it’s a waste of time trying to fix individual problems. I suggest you backup your data and perform full hard reset.

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.

MMS Not Working After Lollipop Update on Galaxy S5

Problem: Hello, I bought a new Galaxy S5 G900F a few weeks ago. The first day I received a massage that there was a new update available, lollipop. I did the update.

After the update MMS was not working. Made a contact with the provider (proximus Belgium) without results, the settings where OK.

Also Bluetooth works fine except by trying to make a connection with the Galaxy S 4. both phones do not see each other. I wonder what’s the problem. — Jean

Troubleshooting: Hi Jean. First of all, make sure that mobile data is enabled in your phone. It is necessary to send and receive picture messages or MMS. If it’s already enabled, then there is a high probability the issue with the APN settings.

If the phone was provided by your service provider, then try to reset the APN to defaults.

  1. On the device, tap the Menu icon.
  2. Select Settings.
  3. Select Wireless & networks.
  4. Make sure Wi-Fi is Off (you can change this later) and Mobile network is On (or checked).
  5. Tap on Mobile network.
  6. Tap on Access Point Names.
  7. Press the Menu key and tap Reset to Default.

Once reset, the phone will still bear the provider’s APN and it may work now that it has been reset. Otherwise, try adding a new one with correct data. You may want to call your provider again and ask for the correct one. But if all else failed, factory reset your phone. Just don’t forget to backup your data before doing so.

AT&T Galaxy S5 Won’t Update

Problem: Hello, I have an AT&T Samsung Galaxy S5 with android version 4.4.2. When I check for updates it tells me there is no updates at this time. My husband also has the same phone and his does have the newer version 4.4.4. We both bought our phones at the same time and they were both new (not refurbished). Is there something I can do to fix this problem? Thank you for your time, Katie.

Troubleshooting: Hi Katie. More often, carriers in the US roll out updates for their co-branded phones in batches and it’s always possible some users will be left out and couldn’t receive notifications. All you need to do is call AT&T tech support so the representative will manually push the update over the air to your phone. Android 4.4.4 is a pre-requisite for Android 5 Lollipop. Any time soon, your husband will receive a notification about it and you would still be left behind with 4.4.2.

Another way to download the update is by using Samsung Kies. However, you will need a computer to do so, and download Kies from Samsung website before you can pull down the update and install it to your phone. If the tech support or Kies couldn’t help you with it, backup all data in your phone and bring the phone to any Samsung service center and have the tech manually install the correct firmware for it.

Galaxy S5 Home Screen and Apps Crash

Problem: Hello, this is a problem I have not seen repeated anywhere else, and my carrier has been 100 percent unhelpful. On my Galaxy S5, when I press the home button, it does take me back to the home screen. However, all the apps and folders will not be there. Wait up to 60 seconds, and they all pop back in. This doesn’t happen all the time, but easily at least 80% of the time.

This issue has also manifested with apps (contacts, Google +, and Spotify mostly) crashing whenever I do too much at once; i.e. take a photo while Spotify is playing and Facebook is running. Sometimes they crash when I’m not doing anything at all. I thought this was an app launcher problem so I downloaded a new one, but the problem remained. All these problems started immediately after I downloaded lollipop. As you can imagine this is extremely aggravating for a year-old phone, please help me fix it. — Bobby

Troubleshooting: It’s the problem with Touchwiz, Bobby. Clearing it’s cache and data via Application Manager will fix the problem related to the delay in showing the icons of the apps. The compromise is you will lose all your Home screens and other screen customizations. Here’s how you clear the cache and data:

  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 Touchwiz.
  6. Tap Clear cache button.
  7. Tap Clear data button, then OK.

If clearing the cache and data failed, try to check if there’s an available update for your device and then install it. However, in case there’s no update just yet, I suggest you backup your data and do factory reset on your phone. That usually fixes firmware issues and almost all app-related problems.

Galaxy S5 Overheating Issue and Other Observations

The next email message from our reader confirms that the Galaxy S5 overheats after lollipop update and one of the causes could be the microSD card, although, our reader Sorin said the recent update also fixed an issue related to creating directories in the SD card as well as copying file into it.

I decided to include his email because he shared some of his observations with lollipop and I believe many of our readers also want to know if what they’re currently experiencing can be fixed or not.

Message: Hi, I have read your blog at Galaxy S5 Troubleshooting Part 32 and there was one person saying that he or she (Thanasi) solved the overheating problem simply by removing the SD card. I think we are on to something here. I have similar problems, and I also used an SD card that I bought from Frys for a vey good price ($29 for 64G). Before Lollipop I was disappointed because I couldn’t copy files and create directories to that SD card directly from the phone, but the new OS lifted that restriction, and probably created this huge problem with overheating.

When I read what Thanasi had to say and your response, I thought I will try that solution too. But how to move the SD card contents to the phone when maybe those folders were generated by other apps, and interference from me would probably mess the behavior of those applications? I went to the app manager, and one by one I looked at the details of each app I had installed. Most of the apps don’t use the external SD card to store data. There are a few that do, and Kindle and Flipoard are massively using the SD storage (more than 100M). I often use the Flipboard app to browse the news, and the performance of that app was deplorable lately. The screen of my phone was heating a lot to the point where the app wouldn’t react to touch screen gestures anymore. When I tried to share articles by mail, after pushing “send” the phone wouldn’t return to Flipboard, and the “sending…” message wouldn’t disappear, and the phone looked like frozen. Every time I had to power cycle the phone to get out of that situation. Every time it was burning hot in my hands.

I wrote to the Flipboard team, letting them know about this issue and asked them to verify this situation. Their cache size is set by default to 128M and also set on “external” storage. Of course I found a way to the settings of that app and changed the cache settings to 32M (minimum) and internal.

Possible data traffic from external storage to RAM and back, with high speed and volume will cause heating, especially in such tight enclosure as the cell phone. I have removed my SD card and will monitor the heating and battery consumption patterns to make sure that this is actually the problem. Access to SD storage should not be by default, but rather on demand, with the user intent or at least knowledge. This is probably where Lollipop missed the mark.

Another thing that I noticed, relative to the smart network switch is that with that switch disabled, and while connected to a wifi network, and with the wifi calling enabled, the Lollipop sometimes enables both radioes: the wifi and mobile network as well, showing both 4G and wifi icons in the status. The previous OS was turning off the 4G whenever the wifi was on. Also, when the wifi calling feature was enabled, the cell signal bars were grayed out in the previous OS, and now in Lollipop the cell connection is still active. For what purpose, I don’t know. But the thing is that the phone is with all radioes on now, and if the cell network is weak, it will probably search it like crazy and battery usage will be high. The only thing I was able to do was to turn off the cellular data usage from settings; manually (no such luck with the phone mobile network). There is no shortcut for turning off the 4G, you cannot place that yellow icon from settings into the quick settings menu, so it kind of sucks. And yes, the wifi scanning for networks over and over and over and over again is another of those “features” of the Lollipop (funny name, huh? destined for such great product…) no matter if you are already connected to a network with strong and stable signal. Why would they do that without giving the user an out? Beats me. Regards, Sorin.

Galaxy S5 Lollipop Update Didn’t Install

Problem: All yesterday my phone was telling me that I had insufficient space to download the new software up date. So I freed space up and when I got to wifi I went back in and started the software download. It went through the download but as soon as it got to 100% it pops up another message that says there is a new update available I clicked okay and then it proceeded to take me to the screen that says your software is up to date check back in 24 hours. The software did not download because I’m still on 4.4.4. A little help here please? — Kassandra

Troubleshooting: Hi Kassandra! Please verify you have, at least, 3GB left in your phone’s internal storage just to make sure there’s enough space for lollipop. Once you’ve done that, try to clear all traces of downloaded update packages by clearing the cache and data of the Download Manager.

  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 Download Manager.
  6. Tap Clear cache button.
  7. Tap Clear data button, then OK.

After that, initiate update search via Settings and then download it again. This time, the installation will push through.

Disable Galaxy S5 Fingerprint Scanner

Problem: I’ve subscribed, liked your FB page .. still can’t figure out how to get this solved. I made a big mistake by activating the Fingerprint Scanner security option on my Galaxy S5. I hate it and want to deactivate it but I can’t figure out how to do that. When I go through the recommended steps I am not offered anything except other security/lock screen options, which I don’t want. I don’t want to have to unlock my home screen using any extra steps because I access it in a car. I’m pretty sure that before I lost my mind and activated the fingerprint scanner, a boot went right to the home screen. What do I do? — Jan

Troubleshooting: Hey Jan! Disabling any security options you’ve applied can easily be done; you just have to turn off screen lock and that’s pretty much it! However, if you can’t get through the fingerprint lock, then that’s the problem. I’m not sure whose fingerprint you used when you turned the option on but I’m certain you were asked to swipe the finger tip continuously until the phone could register your fingerprint. Then, you must have been asked for a password that should be used in case the fingerprint scanner fails to determine the fingerprint.

If the phone won’t be unlocked with fingerprint or password, you have no other option but to perform full master reset just to be able to continue using your phone. Of course, all your personal data, files, settings, etc. will be deleted when you do this. There were people who claimed to have bypassed Galaxy S5’s security locks but it won’t be easy to find them. So you will be left to sacrificing your data to be able to use the phone.

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 Applications Crash

Problem: Hello, I’ve had several issues with the apps on my Galaxy S5 in the past week. Several of the apps on my phone will show “unfortunately, (app) has stopped. It won’t stop doing that for several different things. I tried reinstalling a couple of them but still I get that. Also, there have been 3 apps that just disappear from being installed. Like a game I usually play and Spotify. When I tried to open it, it said the app was not installed. Please help me with these issues. — Terry

Troubleshooting: If the apps that won’t open were moved to the microSD card, please check the external storage the device is functioning properly. Try booting the phone in safe mode and observe closely if those apps still crash. If so, then it’s a firmware issue. Check to see if there’s an available update for your device and install it. If there’s none, then it’s time you backed up your data and do the factory reset.

Galaxy S5 Problems After Lollipop Update

Problems: Hello. I found your info to reach out to you to try and resolve some of the many issues I am now having with my phone since the last system update. It has been a nightmare. I cannot run my business efficiently and effectively – keeps telling me the contacts has stopped. It is telling me that there is not enough device memory to download my emails which I thought was a direct connect via wifi or Verizon. It is showing I am using all 16 GB when I am supposed to have 32? I am baffled. I went and deleted several applications, downloads, etc and it hasn’t seemed to take or help. I could not be more stressed and upset. Also, my battery seems to get “eaten up” as well when there is nothing running. Is there anything you can do to provide guidance or suggestions? Gratefully yours, Temple.

Troubleshooting: I am sorry to hear your business has been affected by the issues with the recent lollipop update for the Galaxy S5. It looks like the update messed up your phone pretty bad and more often, these problems are caused by a bad update; either the process was interrupted, some of the data were corrupted or the update wasn’t installed properly. Unfortunately, it would be a waste of time if you troubleshoot each problem. The quickest way to address this is to backup your data and perform master reset. The process will reformat the data partition and delete all files associated with the previous version of android.

Unlock Sprint Galaxy S5 To Be Used In AT&T Network

Question: My friend was just given a Samsung Galaxy S5 as a gift. The carrier it was purchased from was Sprint. There is no contract and he owns it outright. What is the best way to get it unlocked? If we do manage to get it unlocked, do you think it will have functionality with AT&T? He doesn’t live in an area with Sprint coverage. Thanks, Ariel.

Answer: Hi Ariel. Let me briefly explain it to you. Unlocking is easy. All you need to do is call Sprint and ask for the unlock code. The problem, however, is in the technology the phone uses. In the US, Sprint and Verizon phones use CDMA technology (no SIM card) while AT&T and T-Mobile phones are GSM (with SIM card). Technically, Sprint and Verizon phones won’t work with AT&T and T-Mobile but there are exceptions; LTE-capable CDMA devices may still work with GSM networks but some of the features may not. To sum it up, it would be best if you called AT&T and inquire whether the Sprint-branded Galaxy S5 may work on its network and if it does, ask if there are restrictions.

Galaxy S5 Draining Battery Fast, WiFi Won’t Stay Off

Problem: Hello, I read your article on preserving battery life and already had been using the techniques, but I have had no such luck. I am running the newest update of lollipop and am running apex launcher also to hopefully also improve battery life. I can’t seem to accept the fact that my phone goes from 100 percent to 0 within the 4 or 5 hours I am at work. Is there anything at all that I can do other than putting the phone in U Power Save? I really only use the phone to text and maybe check social media notifications. The only thing I can think is causing this issue, specifically at work brings me to my next question. Why won’t my WiFi fully disable? My job has a network in the building that makes there equipment communicate but its not a real WiFi connection. My phone constantly tries to connect non stop while I’m there even after I have disable every setting I can find. No matter how many times I turn the wifi off the phone tries connecting to that wifi that doesn’t work. I have disabled and turned off everything and anything with no luck. Any help is great. Thank you, CJ.

Troubleshooting: There are several factors that may contribute to excessively fast battery draining issue. However, since the problem started immediately after the lollipop update, it’s cache or data related. Meaning, some of the data that the new system may be using are obsolete and need to be replaced with new ones. That said, it would be wise to wipe the cache partition first. If the problem remained after that, backup your data and hard reset your phone to give it a fresh start. Here’s how you wipe 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.

Now about the WiFi that automatically enables itself, I think there’s an app or carrier-specific bloatware that manipulates the phone’s wireless connectivity. For example, if you were with Sprint, find the app called Connections Optimizer. There’s a setting that enables WiFi automatically. If you’re with AT&T, I think it’s called Smart WiFi; with Verizon, find the ‘Auto connect’ option under WiFi settings.

Notification Toggle is Active Message on Galaxy S5

Question: Hi, I have my Galaxy S5 for almost 7 months now and its working great. The issue started just this week when I’m listening to music while playing games and suddenly the screen froze. I tried pressing the buttons of the device but it’s not responding and it went dead. I waited for almost 30 minutes assuming that the phone might restart but it’s not doing anything. I also took out the battery and put it back in but when the device is completely On the screen freezes again and there’s a notification message appears on the screen saying “Notification Toggle is Active”. So, I cleared out the space of my device or the RAM usage but when I go to the settings of Application Manager there’s a message saying “Restoring data. So, waited for a few minutes and I turned off and on the device again but the screen still freezes. How can I fix it? –Mike

Solution: Hi Mike, Regarding your issue I’m not really sure if you did an update in your phone’s software because the issue you’ve mentioned is rampant especially if the phone’s software was updated to a higher version. The best thing I can suggest is to boot up your device in Safe mode and observe if the issue persists. Through this procedure you can determine if there’s a third-party app that is affecting the performance of the device. But after the procedure and the issue still persists, then you can reboot the device in Recovery mode and wipe its cache partition and observe again if the issue is still happening. Through this procedure there’s a possibility that the issue will be fixed. But after those procedures that I’ve mentioned and the issue remained on the device, then you don’t have a choice but to Factory reset the device. Just make sure to backup all your important data because all of them will be deleted.

After all the procedures mentioned above and the issue still happening on your phone. The best thing to do is to call your service provider and ask for any suggestions how to fix the issue or you can ask for a phone replacement.

IMPORTANT NOTE: Two of our readers emailed me to suggest that the problem is not with the firmware, it’s with the app called “Clean Master.” There’s no other workaround on this issue but to uninstall the app! So, if you happen to have this app on your phone, get rid of it.  

Galaxy S5 Updating Contact List After Lollipop Update

Question: Good day guys, three days ago I updated my phone’s software automatically, but after the process my contacts won’t open and there’s a message saying “updating contact list”. There’s an instance also that the message will pop up on the screen saying “Unfortunately contacts has stopped”. After a day that I updated my phone I noticed that the screen freezes and the device run slow. Any help will be appreciated! Thanks! — Ethan

Solution: Either you have thousands of contacts or just a few, the issue isn’t with the number. It’s with the fact that the phone is trying to sync or download contacts from accounts you setup in your phone including Google and Facebook. The first thing I want you to do is make sure you have a good internet connection and then reboot your phone. If the problem persists, then there’s a workaround to stop the phone from updating your contact list:

  1. With two fingers, swipe from the top of the screen to the bottom.
  2. When Quick Settings screen appears, toggle the Sync button to Off.

This will stop the phone from syncing with your online accounts and fix the “Updating contact list” problem. This will also fix the “Unfortunately, Contacts has stopped” error. I hope this helps.

Galaxy S5 Lags After Lollipop Update

Problem: Hello, my name is Patrick I have a galaxy s5 for about a year and I have loved it not one problem. Yesterday I was using an app and I slid the screen but there was about a 1.5 second delay and this is with everything except the keyboard. Please help it’s very hard to use my phone like this. (My galaxy is running lollipop 5.0). — Patrick

Troubleshooting: Hey Patrick, it’s a minor problem and can easily be fixed by soft reset.

  1. While the phone is on, remove the back cover and pull the battery out.
  2. Press and hold the Power key for a minute and place everything back in, then turn the phone on.
  3. Observe closely if the phone still lags. If so, then it’s time you wipe the cache partition.

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