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How to fix your Samsung Galaxy Note 5 that keeps freezing after Android 7.1 Nougat update [Troubleshooting Guide]

#Samsung Galaxy Note 5 (#Note5) owners are now receiving notifications for the Android 7.1 #Nougat update and many have already downloaded and installed it. It’s one of the most anticipated updates this year as it is supposed to bring a lot of improvements and enhancements both on the front-end and back-end. However, it seems that some users are bugged by a problem or two.

In this post, I will tackle the freezing problem which many of our readers reported. While it’s apparent this issue started after the firmware update, we really can’t be sure if it’s really a firmware issue. It might have been caused by one or some of the apps that may have become incompatible or have issues with Nougat. That is why we need to do some troubleshooting to prevent losing important data for nothing.

But before anything else, if you found this page while looking for a solution to a different issue, then visit our troubleshooting page for we have already addressed a lot of problems with this phone. Just try to find issues that are similar with yours and use the solutions and/or troubleshooting guides we suggested. If they don’t work for you, contact us by filling up our Android issues questionnaire.

How to troubleshoot your Galaxy Note 5 that keeps freezing after an update

Freezing issues are among the most common problems any smartphone owners may encounter. But for premium phones like the Galaxy Note 5, there must be something complex happening in the background especially that this problem started just shortly after a major update.

As to our troubleshooting, we will try to determine first if the problem is due to some apps that became obsolete right after the new firmware got installed. As you know, apps have to be compatible with the version of Android they’re running on that’s why developers have to roll out updates for their apps as soon as firmware updates are rolled out.

Secondly, once we’ve confirmed it’s not your apps that caused the problem, we will try to see if the problem is limited only to the system caches then we move on to system files and data. With all that being said, here’s what you have to do in a bid to fix the problem.

Step 1: Try to boot your phone in Safe Mode to isolate the problem

It is imperative you do this procedure as soon as your phone freezes. I understand that when the phone froze, it may no longer respond to your touches nor when you press the power key. So, to refresh its memory and to make it respond again, press and hold the Volume Down button and the Power key together for 15 seconds until the phone reboots. Once the phone has rebooted, don’t wait for it to freeze again, instead, follow these steps:

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

Now that you’ve booted your phone up in safe mode, here’s what you need to do…

  • Continue using your phone like you always do and try to see if there are instances wherein the device freezes. Observation is very important here because it’s when you know if the cause of the problem is a third-party or pre-installed app.
  • If the phone still freezes in safe mode, then we might be facing a problem with one of the pre-installed apps or it might be a firmware problem after all. For this, move on to the next step.
  • Assuming the phone doesn’t freeze in safe mode, then you just have to find the app that’s causing the problem and either clear its cache and data or uninstall it directly. Steps are provided below.
  • If you have hundreds of apps installed and you really don’t have an idea which one is the culprit, then backup your data and then reset your phone.

How to clear apps cache and data on Note 5

  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 the app that has issues.
  6. Touch Clear cache to delete its cached files.
  7. Touch Clear data and then OK to delete downloaded data, login information, settings, etc.

How to uninstall third-party apps on Note 5

  1. From the Home screen, tap the Apps icon.
  2. Find and touch the Play Store app.
  3. Once inside the Play Store, you can search an app by category, or if you know the name of the app, just type it in the search field.
  4. Once you found the desired app, tap on it.
  5. Now touch the Install button, and then Accept.
  6. For paid apps, tap the price and follow on-screen instructions.
  7. Depending on the size of the app and the speed of your internet connection, it may take a few to several minutes for the app to be downloaded and installed.
  8. The installation will be automated and you will be notified once finished, then you can use the app.

How to Factory Reset your Note 5

  1. From the Home screen, tap the Apps icon.
  2. Find and tap the Settings icon.
  3. Under the ‘Personal’ section, find and tap Backup and reset.
  4. Tap Factory data reset.
  5. Touch Reset device to proceed with the reset.
  6. Depending on the security lock you used, enter the PIN or password.
  7. Tap Continue.
  8. Touch Delete all to confirm your action.

Step 2: Start your phone up in Recovery Mode and then wipe the cache partition

During firmware updates, if there are files that can easily get corrupted, that would be the system cache. These are temporary files created by the system itself so that apps and other services will run smoothly when called. When the system continues to use corrupt caches, performances issues like this may occur. The best remedy is to delete all the system caches so that the new firmware will create new files that will replace the corrupt ones. Here’s how you do it…

  1. Turn off your Samsung Galaxy Note 5 completely.
  2. Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  3. Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  4. Once the Android logo shows, release both the Volume Up and Home buttons.
  5. 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.
  6. Use the Volume Down key to highlight the option ‘wipe cache partition’ and press the Power key to select it.
  7. 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.
  8. The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

Once the phone has successfully rebooted after clearing the cache partition, continue using it like you normally do to know if it still freezes or not. If the problem remained, then you have to do the next step and go through the hassles of backing up your files and data.

Step 3: Backup your files and data and do the Master Reset

One of the reasons why this procedures often comes at the end is because of the hassle it entails. Depending on the number of files, music tracks, pictures videos and data you’ve saved in the phone’s internal storage, it may take an hour or two to make sure you won’t lose a thing during the reset. You have to backup every important bit of data in your phone as you won’t be able to recover them once they’re deleted. Once you’re sure you’ve backed up everything, follow these steps:

  1. Turn off your Samsung Galaxy Note 5 completely.
  2. Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  3. Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  4. Once the Android logo shows, release both the Volume Up and Home buttons.
  5. 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.
  6. Use the Volume Down key to highlight the option ‘Yes — delete all user data’ and press the Power key to select it.
  7. 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.
  8. The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

After the reset, don’t install any app yet, instead, use your phone and observe if the freezes are gone. Once you’ve confirmed the problem got fixed, then install apps one by one, restore your files and data and setup your accounts. However, if the problem remained, contact your service provider or a technician to get the firmware re-installed on your device.

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