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Galaxy Note 5 fingerprint sensor not working, not recognizing fingerprint, other issues

Hello Android fans! Welcome to our most recent #GalaxyNote5 article. As usual, the issues we cover in this one are taken from messages we receive from some of our readers. If you happen to send us your own issue but are yet to see them published, be sure to continue watching out for more Note 5 issues.

Below are the specific topics we’re discussing in this one:

  1. Galaxy Note 5 stuck in random reboot loop
  2. Galaxy Note 5 mobile data not working with 3G network
  3. How to display option to reply to a message on Galaxy Note 5 lock screen, how to show content on lock screen
  4. Galaxy Note 5 voice calling or advanced calling not working
  5. Galaxy Note 5 fingerprint sensor not working, not recognizing fingerprint
  6. Galaxy Note 5 can’t make phone calls after installing Nougat
  7. Galaxy Note 5 charges very slow, fast charge not working
  8. Galaxy Note 5 draining battery fast
  9. Galaxy Note 5 showing “Mobile Network not Connected” error after rear camera replacement

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 stuck in random reboot loop

My Galaxy Note 5 has gone into a perpetual restart loop. upon restart the phone home screen appears for about 3 seconds then the phone shuts off and restarts. Upon restart the Galaxy Logo DOES not reappear but only the SAMSUNG logo appears, then back to home screen for 3 seconds then restart etc… I tried cleaning the cache memory but this has not worked. I tried going into Safe Mode, the only thing this did is that it changed the theme on the home screen (not sure if as a result the entire phone memory has been wiped off) but this has not solved the issue.

I have no problem replacing the phone, the issue is data retrieval if this is still possible. Thanks. — Ramzi

Solution: Hi Ramzi. File recovery is only possible if your phone is stable and the operating system is working normally. This means that unless you’ll be able to boot the phone normally in safe mode or normal mode and the phone stays that way for minutes, no file transfer is possible.

Sometimes, a problem like yours is caused by a bad battery so if the phone continues to shut down by itself, make sure to send the phone in.

We don’t know what you did to your phone before this problem occurred but if you tried modify the software by rooting or flashing, we assume you already anticipate a problem like this. Only advanced users attempt software modification so we assume you are aware of risks that can result from such activity.

Problem #2: Galaxy Note 5 mobile data not working with 3G network

Dear sir. I bought an CDMA us phone of Sprint (Galaxy Note 5) and it is working fine with my local carrier. However the only issue is 3G as it was working fine until i update the software to Android 7 as the data through 3G is not working at all and the symbol of 3G is not appearing any more. However, 3G worked only for minute or more when the phone rebooted and tried to activate handsfree then after the attempt of activation fails the 3g symbol and connection disappeared again and this happen every time i reboot the mobile. Is there any solution? Thanks in advance for your assistance. — Abdulrahman

Solution: Hi Abdulrahman. If you’re positive that this problem started after installing an Android update, then you must do the basic software troubleshooting.

Wipe the cache partition

This should be the first thing that must be done for any post-update issues you encounter.  Some problems following an update are caused by a corrupt system cache so refreshing the current cache may be able to help. Here are the steps on how to wipe the cache partition on your Note S7:

  1. Turn off your Samsung Galaxy S7.
  2. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  4. When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  5. Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
  6. Once highlighted, you may press the Power key to select it.
  7. Now highlight the option ‘Yes’ using the Volume Down key and press the Power button to select it.
  8. Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.
  9. The phone will now reboot longer than usual.

Perform a factory reset

Another good thing to do in this case is to wipe the phone clean and revert all software settings and apps to their defaults. If the cause of your networking problem is caused by an app bug or software glitch, factory reset should be able to solve it. Here’s how it’s done:

  1. Turn off your Samsung Galaxy S7.
  2. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  4. When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  5. Using the Volume Down key, navigate through the options and highlight ‘wipe data / factory reset.’
  6. Once highlighted, you may press the Power key to select it.
  7. Now highlight the option ‘Yes — delete all user data’ using the Volume Down key and press the Power button to select it.
  8. Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.
  9. The phone will now reboot longer than usual.

Once you’ve factory reset the device, make sure not to re-install any app or update. You need to observe the phone for at least 24 hours to see if there’s any significant difference, or if the problem persists. If it does, then it’s very likely that the firmware you installed is poorly coded. If you received the update by air (OTA update), contact your carrier so they can look into the issue.

Problem #3: How to display option to reply to a message on Galaxy Note 5 lock screen, how to show content on lock screen

My Galaxy Note 5 used to show a preview of text messages when they came in and it had an option to reply right from the preview. This no longer is an option. It also no longer shows content when the phone is locked. I’ve gone through the steps you’ve set out by turning it off in settings, rebooting and then turning it back on and it still doesn’t work. I would love to have those features back! Help! 🙂 — Lesley

Solution: Hi Lesley. With Android Nougat, the three options (CALL, MARK AS READ, AND REPLY) usually available under a notification in a lock screen are hidden. To display them again, you must tap and slide down a notification.

To show the contents of a notification in the lock screen, you must do the following:

  1. Open the Settings app.
  2. Tap Applications.
  3. Tap on the application you want to edit.
  4. Look for Notifications and tap it.
  5. Slide the slider to the right to allow notifications.
  6. If you want to show the content of the notification in the lock screen, tap On lock screen and select Show content.

Problem #4: Galaxy Note 5 voice calling or advanced calling not working

I have an unlocked Note 5. I’m on a third party carrier on Verizon network. I cannot get video or advanced calling and it gives me an error that says we’ve encountered a problem activating Advanced calling 1.0 . my son’s girlfriend said that there is a update for Galaxy right now I think she’s got a 7 Edge. Mine shows it’s already updated but it honestly it doesn’t have all the cool features that the latest Android update supposed to have and I don’t know if mine’s really Marshmallow. Could this be because the phone is unlocked? — Chey

Solution: Hi Chey. Video calling or advanced calling are carrier-specific services so to get an accurate information, you must talk to your carrier’s support representatives. If your Note 5 keeps came from another carrier but you’re now using it in a Verizon network, you can’t expect that all apps and features on the phone will work. The phone may be network unlocked but the main software was not changed. That said, you can expect that not all pre-installed apps or services being offered by the original carrier can work on this device since you’re in a different network already. Again, we suggest that you talk to your current carrier and see if your problem is caused by incompatibility somewhere.

Your Note 5 should already be running Android Nougat (Android 7) and not Marshmallow (Android 6). To check, go under Settings>About device>Software info.

If it’s still on Marshmallow, that’s probably because your carrier can not update it by air (over-the-air) since it’s still running the firmware of the original carrier. If this is the case, the only way to update it is by manually doing it yourself. Installing the update by yourself is called flashing and it’s a risky procedure if you don’t do it properly. If you want to update the software, do some research and find a good guide that will tell what to do. Again, we want to warn you that flashing is risky and can potentially brick your device. Make sure you know exactly what you’re doing to avoid problems. Providing a guide on how to flash your phone is beyond the scope of this article so you should try to ask help from someone if you can’t find a good literature to help you.

Problem #5: Galaxy Note 5 fingerprint sensor not working, not recognizing fingerprint

I went to set up my fingerprint password. I guess I had done it in the past because it is just asking for my fingerprint when I try, instead of letting me set it up. (I’ve had this phone since it came out. It is now May 2017). It isn’t recognizing my fingerprint. I also can’t figure out the backup password. I read some other questions you answered, trying to get some help without bothering you. One person had said their phone isn’t connected to the internet, so the backup password is the only way he can try to verify. Does that mean there is something I CAN do over the internet to fix this, or do I have to do a reset? Also, I’m not sure which android version I am running on. I put Marshmallow because I’m pretty sure at one point I had that. I do all the updates the phone tells me to, if that helps. Thanks so much for your time! — Charlie

Solution: Hi Charlie. The first two simple workarounds for a fingerprint issue that you should try should be:

  1. soft reset, and
  2. cache partition wipe.

To soft reset your Note 5, follow these steps:

  1. Press and hold the Power (located on the right edge) and Volume down buttons (located on the left edge) for 12 seconds.
  2. Use the Volume down button to scroll to the Power Down option.
  3. Press the Home key to select.
  4. The device should power down completely. It is recommended that the device be powered up in Safe Mode.

The steps on how to wipe the cache partition are provided above. Kindly refer to them.

If wiping the cache partition won’t work, the next step that you want to is to clear the data of the Fingerprint app. This will revert the app to its default settings, allowing your to set up your fingerprints anew. Here are the steps:

  1. Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  2. Navigate down to Apps. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6.0 or 7.0.
  3. Tap the More settings icon on the top right corner (three-dot icon).
  4. Tap Show system apps.
  5. Once in there, look for Fingerprint app and tap it.
  6. 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.
  7. You should now clearly see the Clear Data and Clear Cache buttons for the application. Tap Clear Data button.

Problem #6: Galaxy Note 5 can’t make phone calls after installing Nougat

T-Mobile pushed the Nougat update to my phone a bit over a week ago. Since then, I cannot make phone calls. Whether from Messages, Contacts, or Phone Log, after selecting Callee (person I’m calling) and pressing Call, the call screen flashes up, and then it says “Call Ended”. I can retry calling interminably with the same result. I can receive calls just fine, texting works, and 4G/LTE data works. I’ve found 2 workarounds to this problem — go into and out of Airplane mode, or turn Wi-Fi calling on and then off (I usually have it off) — which allow me to make 1 call – just 1! – after which the problem recurs. Your link, http://thedroidguy.com/2017/04/samsung-galaxy-note-5-cant-call-nougat-update-issue-related-problems-1072228, is the only one I’ve found on this issue to-date. — Fred

Solution: Hi Fred. If you’ve already tried wiping the cache partition, we suggest that you try to clear the Phone app’s cache and data before wiping the phone via factory reset. Deleting the Phone app’s data may be able to fix the problem if the bug lies on this app only. Here’s how to do that:

  1. Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  2. Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6.0 or 7.0.
  3. Once in there, click on an application.
  4. 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.
  5. You should now clearly see the Clear Data and Clear Cache buttons for the application.

Problem #7: Galaxy Note 5 charges very slow, fast charge not working

Hi there. My Note 5 will hold charge very well but not charge up. It recognizes the charger is connected but does not charge. I have tried a reset, charging in safe mode, charging the device while turned off, cleaning the port, removing my case, changing my charger, using my charger in another phone and charging the device while not in use. I am using the original fast charger and if I charge while not in use, I get roughly 6% over 8 hours. If turned off I can fully charge in about 5-6 hours. My charger charges other phones from dead to full in 1-2 hours. I’m not sure what the problem could be. Any feedback is welcome! Thank you. — Emily

Solution: Hi Emily. If you’ve already tried factory reset before contacting us, then the problem must be hardware in nature. Try to see if fast charging works wirelessly first. If it does, that means the software allows fast charging and there’s a malfunction in the charging port. In this case, you should send the phone in for repair or replacement.

Problem #8: Galaxy Note 5 draining battery fast

My Galaxy Note 5 has been having significant battery problems. On full 100% charge, it lasts about 3 hours before I have to charge it again. I have had it for about 1 year now, it didn’t use to be like this. The problem has began just a few months ago. Please help me solve this. I have tried the software steps already, they doesn’t work. I have even factory reset the phone like 5 times. Please help me! — Henry

Solution: Hi Henry. Countless factory resets and software solutions won’t fix the issue if the main cause is your apps, or a huge number of apps. Remember, the more apps you install, the higher the chance that one of them can cause a problem. The higher the number of your apps, the faster the battery drains as well. To see if this is true in your situation, do another round of factory reset and observe how fast battery drains without apps or updates. If the rate of battery drain will be the same even when you haven’t installed any third party app, you can bet bad hardware is to blame. It can be a malfunctioning battery or other hardware malfunction. In that case, you should want to contact Samsung or your carrier so the device can be replaced or repaired.

Problem #9: Galaxy Note 5 showing “Mobile Network not Connected” error after rear camera replacement

Recently, I noticed my rear camera lens was cracked and broken. I did a little research and it didn’t seem to be too much trouble to replace the entire camera. I have worked in some form of IT support for 15 years now so this isn’t new to me. Anyhow, I found refurbished OEM cameras on Walmart’s website for only $4.95 each. I made sure it was the correct camera for my Galaxy Note 5 and ordered 4 of them…just to be on the safe side since they were refurbished. After receiving them, I carefully disassembled my device and replaced the camera. I reconnected everything as close to how it was originally assembled and booted up my phone. It worked great. The next day, I had a few calls that dropped while at work and that seemed odd. I dismissed it. The next day, while at home, I tried to make a call and I continually received “Mobile Network not Connected”. This has happened ever since and that’s been a couple days ago. I have taken it all apart and put it back together several times. I upgraded the OS but that didn’t help. I have, since then, performed a “Hard reset” to factory defaults and tried wiping the “System Cache Partition” as you guys urge users to do. I’m at the end of the line here. Did my camera repair go wrong? Could the camera I’ve got installed now be causing an issue? I feel like it’s hardware related but I have it all installed correctly and carefully like it should be. Could I have broken a small wire or something during the repair process? Help would be greatly appreciated. Thanks! — Chris

Solution: Hi Chris. We need to physically check your phone in order to know exactly what went wrong. The error message you’re getting may be an indication of a network chip or modem problem, which, in turn can be caused by the repair you’ve done. If factory reset did not fix it, then the problem must be hardware in nature. We don’t provide diagnostics and troubleshooting in this blog so if you want to go to the bottom of the issue, we recommend that look for other websites that do.

 


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