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T-Mobile Galaxy S5 having trouble connecting to the Internet, some apps don’t work

I will address two general issues with Samsung Galaxy S5 that gets its service from T-Mobile. The first problem is about internet connectivity. Our reader said the phone is having trouble staying connected to the internet, which is clear enough for us, but what I’m actually looking for is the information as to when and how the problem started.

Galaxy-S4-smart-network-switch

The second issue is about some of the apps that don’t work. She specified Group Me and Pinterest as ones that are having hiccups. We will look into this matter as well but just to set proper expectations here, these apps are third-party. So, the phone can function properly with or without them.

Common sense would tell us that the first problem is the more serious one. In fact, the second problem may even be just a result of the first. Needless to say, we will fix the internet connectivity issue first before jumping into the other.

Now, here’s the actual email sent to us by one of our readers…

I am having trouble staying connected to the internet. And some of my downloaded apps do not work. For example instagram, draw something, and waze work but group me and pinterest don’t. Also when browsing the internet I receive an oh snap message.” — Deb

We are always willing to help you find solutions for your phone problems so if you have other issues, visit our Samsung Galaxy S5 Troubleshooting page as we’ve already addressed hundreds of problems in the past. Find an issue that’s the same or related to yours and try the solutions we provided. If they didn’t work for you, or if your problem hasn’t been addressed yet, feel free to contact us by filling up this form. Be as accurate as possible when providing details as we need information to provide appropriate solutions.

Troubleshooting

First of all, the purpose of troubleshooting is to know what the problem is and what caused it. Once you have this information, it will be easier to formulate a solution. However, there’s no guarantee the problem will be solved especially if it’s caused by a hardware issue.

Now, let’s deal with the first problem: “having trouble staying connected to the internet.”

Just for the benefit of our readers, Deb’s phone is still running Android 4.2 Jelly Bean, which is way outdated already. She didn’t specify is the phone is rooted or if she’s using a custom ROM on her phone because if not, she must have been forced to update her phone to Kitkat just before Lollipop was rolled out. Update notifications will keep bugging you until you have downloaded the new firmware but one way to get rid of those notifications is to root the phone and modify the ROM.

But assuming the firmware is stock, when did the problem start?

She contacted us just yesterday so the problem may have started just recently. Of course, we don’t know what caused it but the most logical thing to do right now is to try to update the phone to the latest version of Android that’s available.

After updating the phone, it is wise to give it a fresh start by performing a master reset. An update from Jelly Bean to Lollipop is a major one and many dependencies may have been changed. So, there’s a possibility the phone couldn’t boot up successfully and could get stuck on the boot up logo. Therefore, it’s better you wipe the cache partition first before wiping the data partition through master reset.

Wiping 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.

Doing the 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.

After the update, the wiping of the cache partition and the reset and the phone is still having trouble staying connected to the internet, it’s time you disabled the Smart Network Switch as 90% of the time that’s the cause of the internet interruptions; the phone disconnects from the Wi-Fi network and connects to the mobile data network and vice versa.

  1. Tap Apps
  2. Tap Settings.
  3. Tap Wi-Fi.
  4. Untick the checkbox next to Smart network switch.

If all of these procedures failed to fix the internet problem, contact T-Mobile to have the phone checked by the technician.

Now, about the problem with some of the apps that don’t work, if you already did the master reset, then you don’t have to worry about them any longer. However, if you were able to fix your internet connectivity problem without performing the reset, then you can uninstall the apps you’re having issues with and just download a fresh copy from the Play Store.

Remember, apps that require constant internet connectivity may act up if the connectivity is unstable. That’s the reason why you need to fix the first problem before proceeding to this issue.

I just hope this post can somehow help you Deb.

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