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Galaxy Note 5 won’t install system update after upgrading to Marshmallow, other issues

Note 5

Got any Marshmallow-related problem, or any update issue on your Galaxy Note 5? This article may help you fix your problem. Below are the specific topics discussed in this material.

  1. High pitched sound during calls on Galaxy Note 5
  2. Galaxy Note 5 sound not working properly following Android update
  3. Galaxy Note 5 won’t install system update after upgrading to Marshmallow
  4. Galaxy Note 5 slow charging issue
  5. Galaxy Note 5 boots to recovery mode when trying to install an update

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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: High pitched sound during calls on Galaxy Note 5

While beginning to talk on the phone I hear a loud high pitched electrical type sounds. It is deafening to my ear. Sometimes it just does it once and occasionally will do so multiple times. Very rarely the person on the other end of the line will unhappily experience it also.

Phone drops the sound of the person I am talking to. They can hear me. Sometimes it then disconnects completely, and sometimes the voice comes back on the line.

Sometimes when I answer the phone either my voice is garbled to the person I am talking to. Sometimes it is the reverse.

I just received a replacement phone because of these issues and find that replacement behave much the same. I am so frustrated with this problem I’m considering changing to another brand. — Susan

Solution: Hi Susan. If the same issue happens on a replacement phone, the source of the trouble must only either be from the network side, or the apps you’ve installed. It’s very unlikely that two Galaxy Note 5s have the same defective audio systems. We haven’t heard of this issue on this device reported anywhere so it must be an isolated one.

The first thing that you want to do is to boot your phone in safe mode. This will help you determine if one of the apps is the culprit. While safe mode is enabled, only pre-installed apps will be allowed to run. So, if the issue fails to occur you can assume that one of the apps you installed is messing up the system. Once you’re in safe mode, don’t forget to observe the phone for at least 24 hours so you’ll know the difference. While in this mode, you can continue to send and receive SMS as well as make and receive calls. To boot your phone in safe mode, kindly follow these steps:

  • Turn off the phone completely.
  • Press and hold the Power key.
  • Once ‘Samsung Galaxy Note5’ shows, release the Power key and immediately press and hold the Volume Down button.
  • The phone will restart but keep the Volume Down button pressed.
  • Once the phone has finished restarting, ‘Safe mode’ will be display in the lower-left corner of the screen.
  • You may now release the Volume Down button.

If the problem persists even while you’re in safe mode, that’s an indicator that there may be an issue with your carrier’s voice calling network and system. Make sure that you call them to let them know about it.

Problem #2: Galaxy Note 5 sound not working properly following Android update

Ever since the most recent Android update my phone sound does not work properly. It will ring but any other sound is super muted or none at all. I have tested many things on the phone and what is very interesting is that when I go into the sound profile to try to change the ringtone for instance and play a sample ringtone, the phone will say cannot play sound when on a call. Even though I am not on a call my phone apparently thinks it is. When I try to adjust the volume the only option I get is for in call volume, even though I’m not on a call. So this is obviously the problem of why the other sounds are not coming out of the speaker because it thinks I’m on a phone call.

If I reset the phone the issue does stop. But only until the next sound comes through the speaker. If I get a text message I will hear that one and only text message make a noise. Any subsequent sound and I have the same issue and the l the phone thinks I’m on a call again.  There is no keyboard sound Kama no sound for any app. And it won’t even play sound for video because it thinks I’m in the middle of a phone call.

I can still receive phone calls with no problem and the phone rings perfectly. So that is what is even more strange. The only thing seems to be restarting the phone but obviously I can’t do this hundreds of times a day after every single time I get one sound. Help. — Elizabeth

Solution: Hi Elizabeth. If this sound problem occurred after an Android update, a system cache or firmware glitch may be causing it. Just like any other post-update issues, we recommend that wipe the system cache first.

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 or after an update, some of the files may get corrupted. 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.

So, you need to boot the phone up in Recovery Mode first before you can wipe the cache partition. Just follow the following steps:

  • 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 deleting the cache partition won’t work, boot the phone back in recover mode then perform a factory reset. Don’t forget to back up important files first before you proceed.

Problem #3: Galaxy Note 5 won’t install system update after upgrading to Marshmallow

Hi team. Presently i am using Marshmallow 6.0.1 which was updated by Samsung care by formatting the phone completely.

Now there is an update of 359mb, may be a stability update. I have downloaded it several times with high speed net and it gets downloaded in few minutes but whenever it gets installed after booting process and a blue screen appears with a Droid showing the update process, it gets failed everytime it reaches 26% of updating. The same thing has happened every single time i have updated my phone for this update. After the boot gets complete there is a message which says “unable to update software. Kindly contact Samsung care” & then there is an error report log is created of .98mb and i report it every time to same.

I don’t want to take my phone to Samsung as they will wash it again and i have to create a backup of the phone, which is very time consuming. Also there is no Samsung care nearby 🙁

There is around 10GB of free space available in my phone. Also, phone works fine. There is no lag, good battery, backup in marshmallow update which I’m using for the past 3 months.

Kindly help and let me know what i can do to update. Waiting for your reply. — Sanchit

Solution: Hi Sanchit. There can be a number of possible reasons why a phone will download an update but won’t install it. Lack of storage is certainly one of the common causes. Make sure that you clear the phone’s system cache (cache partition) as well before attempting another installation. If that won’t fix the issue, make sure that you enable all carrier-, Samsung-, or Android-specific apps and services (some of them may be classified as bloatware). Sometimes, users may intentionally or by accident disable a critical app or service. Simply enable everything that you’ve disabled to see if it will make any difference. If that won’t work at all, do a factory reset.

Factory reset will restore all apps, services, and settings to default. Make sure not to add any app before you install the update again. Here’s how to perform 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.

IMPORTANT: Don’t forget to create a backup of your files in a computer or in the cloud before you wipe the phone yourself.

Problem #4: Galaxy Note 5 slow charging issue

After reading your great advice about phones not charging or holding a charge, I still have issues. Bought new car charger and the phone does charge a bit with that but takes a long time. Bought new fast charge cable with same AC adaptor. Tried another set up with AC to USB charger that charges my keyboard and mouse fine, but not phone. 

Buying another home charger to make sure it’s not that. Tried charging in Safe mode, Airplane mode and with phone completely off. NO luck. I am in a real tight situation not being able to easily take the time to go into a T-Mobile store and wait around forever and hope they know what they’re doing if I decide to upgrade my phone. Got really ripped off last time when they sold me a defective Blackberry and would not exchange it after a week of not being able to set up email. Instead had to wait for 2.5 hours with the employee on the phone with tech support to reboot phone. Was considering the new S6 or S7 but the fact you cannot replace the batteries scares me. Can you please help?

Thanks so much!

Also some guy from T-Mobile told me the store can use some bright cell technology to copy over my info since the SIM cards are different on the new phones, but I simply don’t trust the people in the store to know what they are doing. — Lani

Solution: Hi Lani. Based in our own experience, fast charging a 3,020mAh Note 5 battery takes between 80 and 90 minutes while using Samsung supplied accessories. Using a regular yet official Samsung charger should stretch the charging time for about another 60 or so minutes so we don’t know how “fast” you expect to charge your phone. We have no idea how long or short the charging time will be using third party accessories. There are hundreds of generic and “special” third party chargers out there but results often vary, sometimes significantly. We recommend that you stick to official Samsung chargers and cables though.

If doing our suggested software troubleshooting steps did not help at all, you can assume that there may be a hardware issue snagging the charging time rate. In this case, we suggest that you find a way to have the phone replaced. We know it may be a difficult situation for you but this is the only resolution for your issue.

Problem #5: Galaxy Note 5 boots to recovery mode when trying to install an update

My phone will tell me there is an update. I download the update (which takes about an hour in itself). after it gives me a message to install, I click to do it. It then says it’s opening the file and then eventually my screen goes to a black screen with an error message that the update cannot be installed. it then gives me options to reboot the phone, install an update (can’t remember the acronym, but I’m not sure what it meant so I never clicked it), as well as a factory reset.

I always just clicked reboot and it’ll give me  a message once on that it couldn’t install the update and to wait for another update. this has happened the last four times I have had an update message (about 1-2 months).

I can’t remember the error word for word but it was something like couldn’t open the bit file?

I’m thankful it turns on and works at least! But wasn’t sure if this requires a factory reset or if it’s better to just leave it and not update!

Thanks. — Kelyn

Solution: Hi Kelyn. Your issue is similar to Sanchit above. Kindly refer to our suggested solutions for him.

 


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