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Galaxy Note 5 keeps losing wifi password, keeps getting disconnected, other issues

Here’s another iteration for our continuing series of posts that covers issues regarding the #GalaxyNote5 phablet. We hope that the suggestions we provide here can also help those experiencing similar issues.

Below are the specific topics we cover in this post today:

  1. Galaxy Note 5 won’t connect to new carrier after it’s been unlocked
  2. Galaxy Note 5 cannot install an update | Galaxy Note 5 keeps losing wifi password
  3. Group messaging issue after installing update on Galaxy Note 5
  4. Galaxy Note 5 won’t respond when button is pressed to wake it up
  5. Galaxy Note 5 locked up due to Factory Reset Protection
  6. Galaxy Note 5 battery percentage won’t go away even if turned off in settings
  7. Wifi keeps getting disconnected on Galaxy Note 5

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 won’t connect to new carrier after it’s been unlocked

Hi. My issue is as follows – I would appreciate any assistance fixing it. I recently moved from USA to Canada. I had a Sprint contract and bought my phone from Sprint and they told me that they would virtually unlock my phone so it would work for international service (Samsung Galaxy Note 5). After waiting the 24 hours they said it would take to unlock, I inserted my new SIM card (Virgin Mobile Canada). The phone says “Invalid SIM Card” each time I put my new SIM card in. After much trouble shooting with Sprint, they had my phone unlocked domestically as well. I have tried many things such as UICC unlock and nothing has worked to get my phone to work with my new carrier. Is there any advice you have?

One thing I have noticed which makes me question if the phone is truly unlocked is that when I put the new SIM card in and go to settings there is no “Mobile Network” tab to click on. I have said this to Sprint and they don’t seem to think that has any relevance to the issue. — Alyssa

Solution: Hi Alyssa. Did you do some advance research about your new carrier to see if your phone will be compatible with their network? Your phone’s network chip, which is a hardware component, must be compatible with a network it’s trying to connect to in order to work. “Unlocking” a phone does not change a phone’s hardware; it simply means that it’s software has been modified to allow it to be used in another network.

CDMA vs GSM

Keep in mind that there are two major cellular technologies used in North America — CDMA and GSM. Sprint uses CDMA technology making many of their phones incompatible with other CDMA and GSM networks. GSM phones are almost always guaranteed to work with other GSM networks because all a user needs to do is to have the phone network unlocked and insert a new active SIM card. This is because subscriber information is stored in a SIM card instead of being coded directly to the phone’s software itself, just like in CDMA phones. CDMA phones, on the other hand, keep subscriber information deep inside the software making it notoriously difficult to modify. CDMA phones do not use SIM card to store subscriber information but they do have an available SIM card slot in case a user wants to use 4G LTE service, which is a modified GSM technology. In other words, CDMA phones can work without SIM cards unlike GSM phones. The problem is that not all network functionalities of CDMA phones always work even when unlocked.

This is one of the common aspects that prevents Sprint phones from working on other networks. It’s the job of your carrier to ensure that your phone is properly network unlocked. But again, the output also depends whether or not your phone, even if unlocked, can work with your new carrier’s network.

Phones operate in specific radio frequency bands

Another possible reason why your phone does not work with your new carrier can be due to hardware limitation. Samsung builds specific phone models to cater to the network needs of a particular carrier. For example, a Sprint Galaxy Note 5 (SM-N920PZKASPR) was built by Samsung so it can work with Sprint’s operating frequencies. According to Samsung’s website, a Sprint Galaxy Note 5 can work on the following frequency bands:

  • Infra: 2G GSM,2G CDMA,3G WCDMA,3G CDMA,4G LTE FDD,4G LTE TDD;
  • 2G GSM: GSM850, GSM900, DCS1800, PCS1900;
  • 2G CDMA: CDMA800 ,USPCS1900;
  • 3G UMTS: B1(2100), B2(1900), B5(850), B8(900);
  • 3G CDMA: BC0(800), BC1(1900), BC10(800);
  • 4G FDD LTE: B2(1900), B4(AWS), B5(850), B12(700), B25(1900), B26(800);
  • 4G TDD LTE: B41(2500)

If your new carrier does not operate in these frequency bands and data network types, there’s no way you can use your phone on their network, even if it’s been network unlocked properly. Try to do some research about the specific frequency bands of your phone and compare it to the operating frequency bands of your new carrier. If you are not quite sure what frequency bands of your carrier, contact them and ask them for these information.

Problem #2: Galaxy Note 5 cannot install an update | Galaxy Note 5 keeps losing wifi password

Hello. I have bought Samsung Galaxy Note 5 from France (La Fnac Store in Paris). That time I did not put SIM card in it. I took the phone with me to Algeria as I bought it brand new. When I arrived I inserted my Algerian phone provider SIM card and I was surprised it is locked. I contacted the store where bought the phone in France; they said I should have run it with French SIM card before i take it with me to Algeria.

Anyway, I took it here in Algeria at some phone technician he was able to unlock it. Everything was fine except when I have downloaded the software update the I run the installation. My phone restarted and proceeds with software update installation. After some time it stops and display yellow exclamation triangle sign says Error. I have downloaded again the software update but the problem is persistent.

Another issue with WIFI. Whenever i turn off the WIFI the password is forgotten so I have to re-enter the password each time I turn on the wifi. Please help. Thanks in advance Kind regards. — Ali

Solution: Hi Ali. To update your phone, try using Samsung’s Smart Switch app. Simply install Smart Switch app on your computer and follow the instructions if you get the notification that an update is available.

For the wifi issue, try wiping the cache partition first and see if that will fix the problem. If not, do a factory reset.

Below are the exact steps on how to do each procedure:

How to wipe the cache partition on a Note 5

  • 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.

How to perform a factory reset on a Note 5

  • 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 #3: Group messaging issue after installing update on Galaxy Note 5

I purchased an Note 5 around beginning of January. Shortly after purchase there was a software update (Marshmallow). Once this update was completed it removed the option to send group text messages as group reply or individual reply. I can only send group messages as group reply. The update also removed my ability to respond as part of a group message sent to me my messages go to original sender as an individual reply.

In addition, when I am on the Internet if I want to expand screen to view words better it does not readjust to fit screen on any site. — Kyna

Solution: Hi Kyna. Android is constantly evolving so changes may include addition or removal of certain features or functions. Sometimes, carriers may also introduce modifications designed to support their own products that some users may not find useful. As far as we know, Marshmallow did not change SMS features of the stock Samsung Messages app that much and same steps remain on how to send a group message. The following are the steps on how to send a group message in a Note 5:

  • From any Home screen, tap Messages.
  • Tap the Compose icon.
  • Tap the Contacts icon.
  • Drop down and tap Groups.
  • Tap the group you want to send the message to.
  • Tap Select all or manually select recipients.
  • Tap Done.
  • Enter message text in the Group conversation box.
  • When done, tap the Send icon

If you think a recent update messed up group messaging on your phone, make sure to let your carrier know about it. This is the only way to let their developer team to check if there had been a coding issue that causes the problem.

In addition, when I am on the Internet if I want to expand screen to view words better it does not readjust to fit screen on any site. We don’t know if we understand what you’re trying to say here. If you’re having trouble with your browser, consider checking its settings to see if you’ve misconfigured something. Your problem description is vague and does give us enough information for us to get a full picture. If this problem occurred after installing an update, you can try to wipe the cache and data of the internet browser you’re using. Here’s how:

  • Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  • Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6.0.
  • Once in there, click on an application.
  • You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more. These are all clickable items. You’ll want to click on Storage.
  • You should now clearly see the Clear Data and Clear Cache buttons for the application.

Problem #4: Galaxy Note 5 won’t respond when button is pressed to wake it up

Occasionally, my Samsung Note 5 will not respond. For instance, it is sitting in sleep mode. I hit the bottom button to wake it and nothing happens. I will try the side button, nothing. Then I will hold in the side button like I’m turning off and it will eventually respond asking to turn off, restart, etc. Then I can get open the screen and use the phone. This is only occasional. Otherwise, great phone. — Judyhoff

Solution: Hi Judyhoff. The buttons may not be working properly. To check:

  • pull up the service menu by dialing “*#0*#” (without the quotes) on the phone app
  • Tap Sub key.
  • Tap the button that’s not working correctly. The screen should show a corresponding color when you tap a particular button. If the button does not function as expected, you should send it in so Samsung can repair or replace the phone.

Problem #5: Galaxy Note 5 locked up due to Factory Reset Protection

My Samsung Note 5 was locked up. I took it to Verizon store. They did a reboot and then the phone required the original Google account and password. Hmmm that was a couple years ago, I could not recall it. They convince me to purchase an iPhone. So here I am with a perfectly good Samsung that I want to give to my grandson and I do not know how to get passed the Google email requirement. I checked my account.google and it only shows my iphone and android tab 4. — Frances

Solution:  Hi Frances. If you can’t remember the Google account you used on this phone, you’re out of luck. All Samsung devices running Android Lollipop and up are provided additional security layer called Factory Reset Protection. This new feature provides additional layer security by preventing a factory reset on a device if incorrect Google account credentials are entered. This new feature assumes a user is responsible enough to remember his or her Google account username and password. It doesn’t take into account though that in real world situation, users often forgot their account username and password after the setup. We know you are not alone in this case but there’s little to nothing that we can do help you in this regard if you can’t  supply the correct credentials.

Problem #6: Galaxy Note 5 battery percentage won’t go away even if turned off in settings

I have a Samsung Galaxy Note 5 and for some reason, the battery percentage keeps showing up on the top right hand side of the screen even though it is turned off in settings. I’ve done a reset of the phone already, but knowing my luck probably not a master reset. I could send it away but I’m not financially stable enough to cover the cost if any. Is there anything that I can try before I send it off? Please let me know. Thank you. — Millisa

Solution: Hi Millisa. If you think the battery percentage is so annoying, we recommend that you try a master reset to see if that will clear the bug. 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.

If master reset won’t change anything, have the phone replaced.

Problem #7: Wifi keeps getting disconnected on Galaxy Note 5

While connected to my home wifi, I keep getting this message: “Oops! To access wifi from this hotspot, you may need to accept terms of use or login. Open browser to continue? Cancel Yes?” My mobile hotspot is off. If I choose yes, I get a blank Google screen. I will go back or forward to where I want to be and /w in a few hours this reoccurs. If I choose cancel, it keeps repeating itself.

In addition, my Gmail will not update, even manually. Thank you for your help. — Kim

Solution: Hi Kim. Some wifi networks may be set to ask users to do further authentication procedures so try to talk to your wifi administrator (if you are not) if you continue to experience the same bug. There may be some specific set of credentials that you need to enter to prevent the router from interrogating your device again. If the issue is not on the router’s side, try to do some basic software troubleshooting like wiping the cache partition, booting to safe mode, or factory reset to fix the issue.

For your Gmail issue, make sure that you enter the correct username and password for your account. If you are currently logged in, try to log out then log back in.

 


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