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How to recover files from Galaxy Note 5 that keeps on bootlooping, other issues

Note 5 download mode

Some unfortunate users may find themselves desperately looking for ways to recover precious moments after their smartphones no longer work normally. In this post, we cover a certain #GalaxyNote5 user asking for assistance on what to do to get important photos after the device decided to bootloop. We hope that the resolution we provide here can also enlighten other users who may have a similar experience.

For more Galaxy Note 5 issues and solutions, kindly visit this page.

  1. How to recover files from Galaxy Note 5 that keeps on bootlooping
  2. Galaxy Note 5 messaging app freezing when trying to send MMS
  3. “SIM card locked please power cycle device” error on Galaxy Note 5
  4. Galaxy Note 5 voicemail app stopped working following Marshmallow update
  5. Galaxy Note 5 can’t receive SMS from one GoPhone user

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When describing your issue, please be as detailed as possible so we can easily pinpoint a relevant solution. If you can, kindly include the exact error messages you are getting to give us an idea where to start. If you have already tried some troubleshooting steps before emailing us, make sure to mention them so we can skip them in our answers.


Problem #1: How to recover files from Galaxy Note 5 that keeps on bootlooping

Hello The Droid Guys.

So I’ve encountered for the first time ever, out of all the Android phones I’ve ever owned, a “boot loop”. Honestly don’t know how this happened.

So here’s a bit of info. Yesterday my Galaxy Note 5 was working just as it has always worked before. I had just gotten home from a weekend trip. I used it quite a bit over the weekend, but mostly used it to take pictures, a side from some app usage. So when I got home I was exhausted and decided to launch Sound Cloud so I can listen to some music before going to sleep. The playlist I listened to has about 72 songs and two of which are a little over 1 hour in length each. My phone was about 85%. I also forgot to hook up my phone to my charger before hand (probably a big mistake).

So I went to sleep, then woke up around 4:30am, decided to play around with my phone a bit, then noticed it wouldn’t turn on like normal. So I thought the phone died (3-4 hours of non-stop music may have been the culprit, but who knows though). So I held-pressed the Power button, the phone turned on, “Galaxy Note 5” displayed, then the Samsung animation and finally my homescreen. 4% battery was left. Hooked up my charger to phone, 3%, then 0%, and phone powered down, even with the phone being charged. I then let the phone charge a bit, then decided to turn phone back on. “Galaxy Note 5” displayed again, then black, “Galaxy Note 5”, etc, etc.

Phone was now stuck in a boot loop, and I honestly have no idea how that came to be. Doesn’t make sense. I know I didn’t download any apps that would have caused that to happen.

Here’s a few things I’ve tried:

Rebooting in Recovery Mode. Wipe Cache Partition. Reboot. No fix.

Rebooted in Maintenance Mode. Tried Safe Mode, even USB Debug Mode. No fix.

I’ve tried rebooting in Safe Mode the other way (holding Power button until Galaxy Note 5 displayed, release, hold Volume Down key until phone boots into Safe Mode), still no fix.

There are some pictures that I took on my trip that I really want to keep. Is there any way to recover the data (assuming the data is still there) even if I’m unable to successfully boot back up? If I brought my phone into Verizon Wireless, do they have a system set up for this exact situation? I don’t mind doing a Data Wipe/Factory Reset, but I really want to see if there’s any possible way to retrieve my pictures first, before doing a complete reset.

If there’s any info you can provide me with that may solve my issue, even if it’s only info to somehow gain access my the photos I want to keep, I’d be really appreciative.

Thank you!

(Sorry for the VERY lengthy description of my issue, but just wanted to describe everything that I was doing before the boot loop, as it just doesn’t make sense as to why the boot loop occurred in the first place. I never updated to Marshmallow because of this same exact boot loop issue, among other reasons). — Evan

Solution: Hi Evan. Smartphones use flash memory, also known as Nand chip, to store data permanently. Although Nand chips doesn’t require power to keep your personal data like RAM (Random Access Memory) does, it must be powered so said data can be accessed. What that means is that your Note 5 must boot up first so you can recover your personal files. If your phone won’t stay on for long because it keeps on rebooting on its own every few seconds, file recovery will not be possible. The Note 5 must remain stable for minutes so that another device like a computer connected to it via a USB cable can run a memory scan to initiate file recovery.

Most third party recovery software that claims to be of help in this situation are actually useless in a bootloop situation like yours. Right now, the only way to make the phone stable again is by performing a full wipe via factory reset. We know that’s not what you want but losing your precious photos is the cost if you want to continue using your Note 5 again.

Bringing the phone to your carrier’s service center or even to Samsung will yield the same result and they will always recommend that you do a factory reset instead.

Problem #2: Galaxy Note 5 messaging app freezing when trying to send MMS

When I try to send a picture through text message, it pulls up my options, I pick my picture, and then it says resizing/ compressing because the picture is too large. The screen then freezes in a way and doesn’t do anything. To send the picture I have to exit out of my messaging completely and then go back into messages. When I click on the contact I wish to send it to, the picture is there in the message box and ready for me to send. How can I stop it from freezing when I select a picture to send? — Kelly

Solution: Hi Kelly. This may be a bug isolated to your unit as we haven’t heard of a similar problem from other Note 5 users. The first thing that you can do to fix it is to wipe the cache and data of the messaging app you’re using. You can do this procedure whether you’re using the native messaging app or a third party one. Kindly follow these steps:

  • Go to Settings.
  • Scroll to Apps tab and tap it.
  • Tap the Messaging app.
  • Tap Storage.
  • Tap Clear cache and/or Clear Data.

Remember, tapping the Clear Data button will delete erase your text messages so make that you create a backup of your important SMS threads.

If deleting the app’s cache and data won’t give positive resolution, consider refreshing the phone’s system cache. During the first boot up, just after you bought the phone, the system will create files for each app and service. These files will be stored in a certain directory only the system could access; the directory is called cache partition. Over time, some of the files get corrupted especially during updates. If the new system tries to use them, conflicts may occur. Hence, you need to delete the obsolete files so that the new system will create new ones but since you don’t have access to those files, you need to use the procedure that Android developers setup for you–wipe cache partition via Recovery Mode. Here’s how to do it:

  • Turn off your Samsung Galaxy Note 5 completely.
  • Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  • Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  • Once the Android logo shows, release both the Volume Up and Home buttons.
  • The notice ‘Installing system update’ will show on the screen for 30 to 60 seconds before the Android system recovery screen is shown with its options.
  • Use the Volume Down key to highlight the option ‘wipe cache partition’ and press the Power key to select it.
  • When the process is complete, use the Volume Down key to highlight the option ‘Reboot system now’ and hit the Power key to restart the phone.
  • The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

If these two procedures won’t work, try to restore the phone’s settings to defaults via factory reset (steps provided below).

Problem #3: “SIM card locked please power cycle device” error on Galaxy Note 5

I hadn’t been doing anything new and suddenly i got a message that said “sim card locked please power cycle device”. And the phone still works fine on wi-fi but i can’t get service for more than a few minutes after i restart my phone. It’s been doing this for a few days now. i have tried power cycling, taking the sim card out and putting it back in several times etc. Still getting the same error a few minutes after my phone is back on. I even factory reset it and reset the network settings after removing and reinserting the SIM card. — Ryan

Solution: Hi Ryan. This problem has nothing to do with your phone. The most likely reason for the error is due to incorrect pairing of the Integrated Circuit Card Identifier (ICCID), also known as a SIM card serial number, with your phone’s Electronic Serial Number (ESN). This means that the SIM card you’re using may not be working properly, or that your carrier’s record shows that the ICCID is “unknown”. You can either call them to ask for a SIM replacement, or tell them to make sure that your ICCID matches your phone’s ESN.

Problem #4: Galaxy Note 5 voicemail app stopped working following Marshmallow update

Since Marshmallow, the voicemail app has stopped working. While a caller can leave a voicemail, it does not show up as a number on the icon, nor does the voicemail show up in the app.  I read here to set up visual voicemail, but that option is not available to me as it appears to be set up.  I wiped the cache for the app.  When this first happened I took the phone to Sprint and they didn’t have a clue, but Force Stopped the app and restarted the phone and it worked. I tried that this time and it didn’t work. — Alyson

Solution: Hi Alyson. If your voicemail app came as a pre-installed app on your phone, the best party that can help you fix it is the developer itself. There’s only so much that you can do when it comes to app troubleshooting. Wiping an app’s cache and data as well as doing a factory reset are the most that you can do on your end. If nothing changes after doing these procedures, the issue must be related to how the app is coded. Call your carrier and tell them that one of their apps is not working properly after an update.

Problem #5: Galaxy Note 5 can’t receive SMS from one GoPhone user

I’ve changed from AT&T GoPhone to Consumer Cellular service which is also on the AT&T network.  I discovered that I cannot receive text messages from an AT&T GoPhone user but I can send one successfully. The GoPhone user sends and receives messages to a Verizon user and I also have no issues with send and receive from Verizon user or any other user. I just can’t receive messages from the GoPhone user now that I’ve switched to Consumer and am using the same phone.  Interestingly, if I change to using Hangouts, I can receive this GoPhone user’s text message… but nothing else works so Hangouts is out of the question.  I’ve had Consumer Cellular redo the network setups 2 times with no luck.

Thanks for any light you can shed on this. — Cathy

Solution: Hi Cathy. The reason for the problem can be due to a few factors so we’ll check them one by one.

The first thing that you want to make sure of is to see if the user trying to send you a text message is entering your number correctly on his/her end. You can ask him/her to manually enter your number to see the difference.

The next thing to do is to ensure that that user is not included in your blocked contacts/spam settings. It’s also possible that you have installed a third party app before that blocks or includes his/her number in a spam list. Try to do a factory reset and ask your friend again to send you a message. Make sure that you don’t install any app while waiting for his or her text message. For reference, these are the steps on how to do a factory reset:

  • Turn off your Samsung Galaxy Note 5 completely.
  • Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  • Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  • Once the Android logo shows, release both the Volume Up and Home buttons.
  • The notice ‘Installing system update’ will show on the screen for 30 to 60 seconds before the Android system recovery screen is shown with its options.
  • Use the Volume Down key to highlight the option ‘Yes — delete all user data’ and press the Power key to select it.
  • When the process is complete, use the Volume Down key to highlight the option ‘Reboot system now’ and hit the Power key to restart the phone.
  • The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

If the issue remains even when your phone has been factory reset, there’s a chance that the problem is not on your phone. Rather, it can be on your friend’s network. Ask him/her to call his/her carrier so they can look into the problem as well.

 


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