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How to troubleshoot a Samsung Galaxy Note 5 that keeps freezing or hanging

If you own a #Samsung Galaxy #Note5, you may have encountered an issue wherein the phone randomly freezes for a few seconds and then fine again. The first instances of this issue may occur every few days but then it becomes more frequent as you continue to use the device. When it worsens, it may occur every few minutes making the phone unusable.

Samsung Galaxy Note 5 freezes

The thing about this problem is that you don’t know what the cause is, although based on reports and testimonies from owners who encountered it, here are some possibilities:

  • One or some apps keeps crashing
  • The firmware keeps glitching
  • The screen becomes unresponsive for a few seconds
  • A serious hardware problem

The purpose of troubleshooting is to find out what the cause is. Once found, you can then generate some procedures to try and fix the problem and it’s always effective to use the deductive troubleshooting style–rule out one possibility at a time and isolate the problem.

In this post, I will cite some problems reported by our readers that’s related to the problem being discussed so you would know how it occurs. I will also walk you through in troubleshooting this kind of problem based on the procedures we technicians use.

Since we already addressed a lot of Note 5 issues before, there’s a chance we already provided a solution to your issue. So please take time to browse through our troubleshooting page and find issues that are related to yours. Feel free to use the solutions or troubleshooting guides we provided. Should the problem persist after that and you need further assistance, then you may contact us directly by filling out this questionnaire.

Problem: My phone was working fine than i pushed the power button to bring the screen up and it froze and shut off. I am about to use it foot all of five seconds and freeze. I let the battery die and tried turning it back on and it just froze and turned off again. And it just keeps repeating this over and over until the batter dies again. Anyway I can fix it?

Isolating the random freezes issues on a Note 5

Should your Galaxy Note 5 start to freeze or becomes unresponsive without apparent reason, the best thing to do immediately to isolate the issue is to boot it in safe mode:

  1. Turn off your Galaxy S6.
  2. Press and hold the Power key.
  3. When ‘Samsung Galaxy S6 Edge’ appears, immediately release the Power key and then press and hold the Volume Down button.
  4. Continue holding the Volume Down button until the phone finishes the restart.
  5. When you see Safe Mode on the lower left corner of the screen, release the button.

In this state, the phone will run only the pre-installed apps and services while temporarily disabling all third parties. If the cause of the problem is a third-party app, then the random freezes shouldn’t occur in safe mode. In this case, you already know what to look for.

Boot up in normal mode again and then try to do exactly what you were trying to do when the phone started freezing. This will give you an idea which app is the culprit.

More often, when an app crashes, you will get an error saying “Unfortunately, App Name has stopped” but there are always instances when the phone doesn’t notify you about it or the system become greatly affected that it, too, freezes for a second or two and thus adding fuel to the fire.

The first thing to do if you already know the culprit is to clear its cache and data. This procedure will bring the app back to its default settings, delete the cache it created when you first use it and delete the data that may have been corrupted for some reason.

  1. From the Home screen, tap the Apps icon.
  2. Find and tap Settings.
  3. Under the ‘APPLICATIONS’ section, find and touch Application manager.
  4. Swipe to the left or to the right to display the appropriate screen but to display all apps, choose the ‘ALL’ screen.
  5. Find and tap app in question.
  6. Tap Clear Cache.
  7. Tap Clear Data, then OK.

After doing the procedure and the problem remained, you have no other option but to uninstall the app. But remember that it is only the suspected app so if the issue remained after uninstalling it, you must keep looking for it and do the same procedure.

It may take time to find the app that’s causing the issue especially if you have hundreds of apps installed on your phone and it’s not easy, I know. But if you have a lot of very important data or files saved in your phone, at this point, factory reset isn’t an option. So, you just have to keep looking until you find it.

But what if the problem still occurs in safe mode?

Troubleshooting a possible firmware issue

If the random freezes still occurs in safe mode, then your downloaded apps have nothing to do with it. At this point, you are left with two possibilities; a firmware or a hardware problem.

Even if the issue is with one of the pre-installed app, it’s still considered a firmware problem as it’s embedded in the system. If it went rogue and started crashing, it means that there’s a conflict going on with the app and the firmware. The standard app troubleshooting procedure (clearing of the cache and data) may still work if it’s a minor problem. But the thing is if you’re not getting an error that specifies what app is crashing, you wouldn’t know which is which.

Therefore, you are left to doing general troubleshooting procedures and deleting the system caches is the first thing to do:

  1. Turn off your Galaxy Note 5.
  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.

What this does is delete everything that’s inside the cache partition. These files were created automatically and while they’re important to the system to make things smoother when using apps, you don’t have to worry about having to lose some data.

After you’ve cleared the caches, the system will create new files during the startup and this time, the files will be compatible with the system.

TIP: If the random freezes occurred shortly after an update, try wiping the cache partition first as it might save from a all the trouble.

Final phase to rule out the possibility of a firmware issue

If the problem remained after booting in safe mode, clearing the caches and data of the suspected apps and deleting the system cache, then you only have one thing left to do–reset.

You can either do the factory reset through the Settings menu or the master reset via the recovery mode (like when you wipe the cache partition) but I suggest you do the latter as it is more effective than the former. It does what factory reset does and reformats both the data and cache partitions.

Of course, before actually doing the reset, you need to back up the data you don’t what to lose and since your device doesn’t have a microSD card slot, you need to copy your files to a computer where they will remain safe and restorable. After that, follow these steps:

  1. Remove your Google account.
  2. Disengage all screen locks.
  3. Turn off your Samsung Galaxy Note 5.
  4. Press and hold the Volume Up, Home and Power keys together.
  5. When the device powers on and displays ‘Power on logo’, release all keys and the Android icon will appear on the screen.
  6. Wait until the Android Recovery Screen appears after about 30 seconds.
  7. Using the Volume Down key, highlight the option, ‘wipe data/factory reset’ and press the Power key to select it.
  8. Press the Vol Down button again until the option ‘Yes — delete all user data’ is highlighted and then press the Power key to select it.
  9. After the reset is complete, highlight ‘Reboot system now’ and hit the Power key to restart the phone.

It is supposed to be the ultimate troubleshooting guide but in this post, it’s only a procedure used to rule out the possibility of a firmware issue. If the problem still occurs after this, you have no other choice but to get your phone checked by a technician for further troubleshooting because at this point, you might be looking at a possible hardware issue.

I hope that this troubleshooting guide can help you figure out what the problem is and eventually fix it. If you ever need further assistance, you are always free to contact us. However, we ask that you provide all necessary details about the problem so that we can help you better. Again, don’t forget to visit our troubleshooting page for issues similar to yours and their solutions.