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How to fix Samsung Galaxy Note 5 that keeps showing “Unfortunately, Hangouts has stopped” error [Troubleshooting Guide]

The #Google Hangouts is one of the mandatory applications any Android smartphone should have so it’s not surprising that your #Samsung Galaxy Note 5 (#Note5) has it, too. Being a built-in app, it’s rooted in the firmware so any issues with it may have adverse effects on the firmware or it could be a sign that the system is currently experiencing issues.

Samsung Galaxy Note 5 Hangouts stopped

The error message “Unfortunately, Hangouts has stopped” is basically talking about the app that crashed for some reason. But just because the error explicitly mentioned the app doesn’t mean that it’s the issue with the app itself. We’ve seen a lot of issues similar to this one before and there were a lot of cases wherein an app crashes because another app triggered the problem.

We need to troubleshoot the device to be able to tell what the problem is all about, what the cause is and what needs to be done in order to fix it. If you own a Galaxy Note 5 and are currently bugged by a similar issue, then read on to learn more about it.

But before we jump right into our troubleshooting, if you have other issues with your phone, make sure you drop by our troubleshooting page for we have already addressed a lot of issues with this device. Try to find problems that are similar with yours and use the solutions we suggested. If they don’t work for you and if you need further assistance, contact us by filling up our Android issues questionnaire.

Troubleshooting Note 5 with “Unfortunately, Hangouts has stopped” error

Actually, there are a lot of apps that use instant messaging service, camera, gallery, photos, etc. and Hangouts is one of them. There could be services that won’t work properly with it that’s why it crashes from time to time. We have to look into this problem to know if there’s something we can do about it. To give you a ray of hope, this problem is actually not that complicated to fix, in fact, it’s easier to get rid of this error than you think but before we jump into our troubleshooting, here’s one problem from our readers that explains this problem well…

Problem: Can you help me? My Note 5 suddenly started to act weird. Well, this is what happened. I installed some apps last week and after which the phone seemed to have slowed down a bit because of the apps I usually use do not launch as quick as before but I could still use the phone normally, though. Then one day, there was this error message about an app that stopped working, it said. I didn’t get the name of the app as I immediately hit OK the moment it popped up. I continued using my phone and after a few days, it slowed down noticeably and then there’s another error message “Unfortunately, Hangouts has stopped” and I wrote it down in a piece of paper so I can seek assistance. I am not a tech person but I can follow instructions so if you guys be so kind to provide me a step-by-step guide to get rid of the error, that would be great. The error has to go because the phone freezes when it pops up until I hit OK but after a few minutes, the same error shows up. What can I do?

Troubleshooting: While we always want to help our readers especially the ones who contacted us about some problems with their device, there are just issues that are beyond our expertise considering we can only suggest so much on what to do. Hardware issues are among the problems we cannot guarantee we can fix through this website but please don’t let it stop you from troubleshooting. Here’s what we suggest you do:

Step 1: Reboot your Note 5 a couple of times

As I mentioned earlier, built-in apps are rooted in the firmware, so if there’s a minor glitch, some apps may be affected. If this is the first time that this problem occurred, don’t do anything yet instead try to reboot your phone. As long as it’s a minor glitch in the system, it should be fixed by a reboot. After you’ve restarted your phone and the problem still shows up, reboot one more time and if it still shows, then proceed to the next step.

Step 2: Clear the cache and data of Hangouts

After a couple of reboots and the error still shows up when you open Gmail, it’s time you reset the Hangouts app itself. It’s a Google app and it’s connected with your Google account so whatever data you have accumulated using it may have already been saved in your account. So, just continue with the clearing of its cache and data.

  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 Hangouts.
  6. Touch Clear cache to delete its cached files.
  7. Touch Clear data and then OK to delete downloaded messages, login information, settings, etc.

After doing this, try to open the app again to see if the error still shows up and if so, move on to the next step.

Step 3: Reboot in Safe mode to know if third-party apps have something to do with it

At this point, we will try to find out if one or some of the third-party apps installed on your phone is causing the problem by starting your device in safe mode. By doing so, you’re actually bringing your phone to start in diagnostic state wherein all third-party apps and services will be temporarily disabled. If one of them is causing the problem, then the error shouldn’t show up while the device is in this mode. Now, this is how you bring your Note 5 to boot in safe mode:

  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.

Try to trigger the error and if it does still come out even in this mode, then it might be a firmware issue. On the other hand, if it’s fixed then you just have to find the app that’s causing the problem and clear its cache and data, if that won’t work either, uninstall it.

  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 suspected app.
  6. Touch Clear cache to delete its cached files.
  7. Touch Clear data and then OK to delete downloaded messages, login information, settings, etc.

If you’ve recently downloaded some apps and this problem started, then go after those apps and if clearing their caches and data won’t fix the problem, then you should uninstall them and boot your phone in normal mode.

  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 Uninstall, then OK.

Step 4: Try deleting the system caches as they may have been corrupted

Another possibility is that some of the caches got corrupted for some reason but the system still continues to use them. As a result, performance related issues like the crashing of some apps occur among others. We need to rule this possibility out but don’t worry, none of your data or files will be deleted so you don’t have to make a backup at this point. All you need to do is reboot your phone in Recovery mode and wipe the cache partition.

  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.

After this, try to trigger the error and if it still shows up, then you have to reset your phone.

Step 5: Do the Master reset on your Note 5

This will delete all your files and data but it’s most probably fix the problem or get rid of the error. The “Unfortunately, Hangouts has stopped” error is actually just a minor problem and the reset may fix it but there are times that the firmware is experiencing really serious issues. In which case, it has to be reinstalled but before that, try to follow these steps first:

  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.

Alternatively, you can reset your device via Settings…

  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.

If the error still shows up after the reset, bring your phone to the store and have the technician take care of the problem for you because as far as an average user is concerned, you’ve done everything you should do to try to fix the problem.

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