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Galaxy Note 5 “Google Play services crashed” error, other issues

Welcome to another post that covers some of the reported #GalaxyNote5 problems. As usual, these issues are taken from emails and questionnaires used by Android community to contact us. We hope that we provide solutions not just for readers mentioned here but also to those experiencing similar problems.

Note 5

Below are the specific topics that we tackle in this material today:

  1. Galaxy Note 5 “Google Play services crashed” error | Galaxy Note 5 “Samsung Keyboard has stopped working” error
  2. Galaxy Note 5 screen is frozen
  3. Galaxy Note 5 keeps saying no internet connection after Android update
  4. Galaxy Note 5 unable to install OTA update | Galaxy Note 5 showing “The operating system on your device has been modified in an unauthorized way” when attempting to update
  5. Galaxy Note 5 won’t turn on
  6. Galaxy Note 5 keeps saying “no signal”

If you are looking for solutions to your own #Android issue, you can contact us by using the link provided at the bottom of this page, or you can install our free app from Google Play Store.

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: Galaxy Note 5 “Google Play services crashed” error  | Galaxy Note 5 “Samsung Keyboard has stopped working” error

I was using my Note 5 and i was getting error messages that the “Google Play services crashed” and “Samsung Keyboard has stopped working.” I then locked my phone via power button and waited about 5 minutes then unlocked my phone to find only the keyboard on the screen with a black background. After a few seconds(20 or so) it went to the lock screen and i unlocked the phone via thumb print. my home screen appeared with the keyboard opened but nonfunctional. I then proceeded to power off the phone. It began powering down an then froze on the little loading blip. It has been this way for about an hour. What do i do? — Harry

Solution: Hi Harry. The first thing that you want to do, especially if you happened to install any Android update before noticing the problem, is to wipe the cache partition. 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.

So, you need to boot the phone up in Recovery Mode first before you can wipe the cache partition. Here’s how:

  • 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.

Should the problem remains after wiping the cache partition, try to check if a third party app is responsible by booting in safe mode. Once the device has booted up in this mode, all third-party or downloaded apps would be temporarily disabled leaving pre-installed and core services running. If the issue fails to occur while the device is in safe mode, that’s a confirmation that you may have installed a bad app, or one of the third party apps is not compatible with the operating system. Whatever the case, you must then isolate that said app so you can uninstall it. In the meantime, here are steps on how to boot your phone in safe mode:

  • 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 Vol 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.

In case there’s no difference and the issue continues even if the device is in safe mode, don’t hesitate to do a factory reset. Steps are provided below.

Problem #2: Galaxy Note 5 screen is frozen

My Note 5 has a frozen screen that won’t go away. It’s a white screen right in the middle of the screen but smaller so that i can see the icons surrounding it. Any icon behind it cannot be accessed. There is no X anywhere where i can exit. It’s white with a paintboard in the topright corner, a circle with a checkmark inside it and 4 colored circles. I was scrolling on Pinterest i think when it suddenly appeared. I can’t access Pinterest again as it is right behind this white screen. Pls. Help. — Dulaycmd63

Solution: Hi Dulaycmd63. What happens if you restart the phone? If you haven’t tried a restart yet, now is the time. If nothing works, boot the phone in safe mode to see if a bad third party app is to blame.

Problem #3: Galaxy Note 5 keeps saying no internet connection after Android update

June 9, 2016 update caused weird glitching with connectivity. The “oops check network connection” error pops up all the time when I’m surfing without issue. More annoyingly: 75% of time when using Facebook app, it insists I’m not online when on wi-fi and gives me a can’t-connect error. I have to shut off wi-fi to read posts or update mentions. The other 25% of time it either makes me go on wi-fi (same can’t connect message error) or works fine. It’s driving me nuts. Everything else is fine and this error occurred AFTER the big software update from Samsung on June 9. Help. — Mary

Solution: Hi Mary. Please refer to our suggestion for Harry above. If wiping the cache partition and booting in safe mode won’t resolve the issue, do a factory reset. Here’s how:

  • 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.

Problem #4: Galaxy Note 5 unable to install OTA update | Galaxy Note 5 showing “The operating system on your device has been modified in an unauthorized way” when attempting to update

Hello. I am so glad I found your site. I have a Note that won’t let me update the OS. When I try I get this message, “The operating system on your device has been modified in an unauthorized way.” I got it second-hand, it is not activated (I use it like a tablet), does not have a SIM card, was on U.S. Cellular, and it was rooted when I got it and thanks to supersu is now no longer rooted (I thought that was why I was getting that message).

I have tried unmounting the micro SD and restarting without it. Then I tried starting it in safe mode in case one of my apps was causing the problem, still didn’t help. Short of factory resetting, which is always my last resort…lol, I don’t know what to do.

I also don’t know if not having a SIM card is causing the problem, but tablets don’t have to have SIM cards and they update fine, so I don’t know and was hoping you could help. I was really looking forward to the new screen off write that Android 6 brings! Thank you in advance for any help you are able to give. Have a blessed day! — Tara

Solution: Hi Tara. If you’re trying to receive Android Marshmallow via OTA (over-the-air) update, make sure that your device is authorized to do so in the said network. This means that you must be an active subscriber of the said carrier in order to receive software updates. You also need to make sure that the device was originally manufactured for the said carrier. This means that if the device was originally made for T-Mobile, OTA updates can only be provided by T-Mobile network. If your Note 5 was built for U.S. Cellular, make sure that it’s currently registered to work in U.S. Cellular network in order to receive an update.

Another reason why the OTA update fails even if you met the criteria above is the fact that the device may be running an unofficial or custom ROM right now. Your carrier’s system will not push an update for any unofficial firmware. Since you got this phone rooted, it may be running a custom ROM right now so you must make sure that you flash the stock firmware before attempting another OTA update.

Problem #5: Galaxy Note 5 won’t turn on

Hello. I had my navigation/maps running while driving while plugged into an external battery charger when all of a sudden my phone shuts off. It was still plugged into the external battery which had plenty of life left but the red charging LED was not lit on the phone anymore. I tried turning it back on, cleaned the charging port, tried clearing the cache, tried the master reset, and none of it worked. The phone never turns on and neither does the red charging led. What could’ve happened? How much can i expect to pay for repairs? Please help, any input is greatly appreciated. — Brian

Solution: Hi Brian. It’s hard to tell what happened given the information you provided. If you want a resolution, have the phone checked by a professional so a full hardware check can be done. Repair fees vary but should the device needs parts replacement, you can expect to shell out a couple of hundreds of dollars at a minimum. Try to let Samsung handle the repair so proper diagnostics can be done.

Problem #6: Galaxy Note 5 keeps saying “no signal”

My phone was working fine in the morning and all of a sudden it started showing a “no service” word icon at the top. So I took out the sim card and put it back in and turned the phone on and it worked for 10 minutes then did the same thing. so I replied the steps and took out the sim card and restarted the phone. After that attempt it stopped working and just kept on saying no service. I put my sim card on another phone and it worked. when I put it on this on it doesn’t give me service. I bought this phone from my cousin and I asked if he reported it stolen or lost and he said no so I called t mobile and made sure and they said no as well. That the phone was clean. I really need help. — Eduardo

Solution: Hi Eduardo. There are other reasons why a smartphone may no longer receive cellular signal, most of them hardware in nature. To check if software is to blame though, make sure that you do a factory reset. After doing that, observe the phone without any apps to see the difference. If it shows the same thing even when the firmware is clean, you can assume that there’s a hardware issue behind. Have the phone repaired or replaced.

 

 


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