Troubleshooting Samsung Galaxy S5 Problems After Lollipop Update [Part 67]


Hello guys. Welcome to the 67th part of our popular Galaxy S5 Troubleshooting series. We’ve already addressed hundreds of emails and problems sent by our readers but we’re still getting a lot of email each day seeking for help. So, we will continue publishing support articles like this.

If you get errors or currently experiencing a problem or two with your phone, don’t hesitate to contact us via [email protected] and we will help you fix them. Don’t worry, it is a free service we offer here, although, we ask you to provide all necessary details about the problem and your phone. The more information you provide, the easier for us to help you. If you already emailed us, try to see if your concern is included in the list below.

  1. Make Galaxy S5 Show Email Messages Automatically
  2. Keep Company Email on Galaxy S5 Without Syncing
  3. Galaxy S5 Has Issues With Internet (Web Browser)
  4. Galaxy S5 Display Turned Black and White
  5. Galaxy S5 Keeps Restarting After The Update
  6. Galaxy S5 Contacts Randomly Disappear
  7. Galaxy S5 Freezes When Phone App Is Used
  8. Galaxy S5 Shows ‘Disabled by Device Admin’ Error
  9. Galaxy S5 Wi-Fi Toggle Switch Disabled
  10. Verizon Cloud Service Stopped on Galaxy S5

Make Galaxy S5 Show Email Messages Automatically

Problem: Hope you can help my boss! She got a s5 and our IT installed outlook for her (syncs with our network email domain). When she gets an email with an image or activation buttons, they show up as the shadow box with the green/white mountain or a red X box. What settings need to be changed to get images/pictures to show automatically? Some pictures she can right click and choose download pictures. Sometimes that works. For the “reply” buttons, those don’t give the option of download picture. Any help would be great! Thanks, Dawn.

Related Question: Hi Harold! First of all, I thank you and your team for providing this awesome free support. Your posts already fixed two of my problems but there’s one question I’ve been meaning to ask you. How can I make my Galaxy S5 automatically download images in my emails? I understand I can manually do it but I want that when I open the message, the images will be shown immediately. I usually get coupon cards through emails daily and they are usually sent as images. Thanks. — Giselle

Troubleshooting: Hi Dawn and Giselle. You can definitely set the S5 to automatically show images attached to email messages. Please follow these steps:

  1. From the Home screen, tap the Apps icon.
  2. Touch Email and then tap the Menu key.
  3. Touch Settings and then Manage accounts.
  4. Tap the desired account.
  5. Now touch More settings.
  6. Check Show images.

That’s it!

Keep Company Email on Galaxy S5 Without Syncing

Problem: Hi, I worked last year in a company and received all my emails also to my mobile. Since I left the company my account was deactivated but continued to exist in my mobile and I could see all the old emails. Since I ran the Lollypop update on my Galaxy S5 I keep on getting alerts that the connection to the company’s exchange server has failed. I called the IT guys but they told me my account was deleted once I left the company and there’s nothing they can do. I searched the web but could find only how to delete an account but not deactivate it. What I need is to simply go back to what I had before – access to my account without any sync attempts to the server. PLEASE HELP. Best Regards, Sam.

Troubleshooting: Hey Sam! First of all, if the email account has already been deleted from your phone, then your messages are gone forever simply because you don’t have access to the company’s server. However, if the account still exists in the phone, then you just have to turn off the sync so the phone won’t try to reconnect to the server.

  1. From the Home screen, tap the Apps icon.
  2. Touch Email and then tap the Menu key.
  3. Touch Settings and then Manage accounts.
  4. Tap the desired account.
  5. Touch Sync settings.
  6. Untick the checkbox next to Sync Email.

Now, the email app will no long attempt to sync to the server but you can still access the messages that have already been downloaded.

Galaxy S5 Has Issues With Internet (Web Browser)

Problem: Hi! My name is Stephanie I have the white Galaxy S5 and I’ve had it less than a year, however I have a few issues and questions but I’ll keep it quick! These issues have just started and happen randomly for about the last 2.5-3 weeks.

  1. Every now and then I’ll open the Internet and instead of being on the last page I was on it is a black screen with the Android guy, it says something about the keyboard module needing to be updated but the Web address is something called softpop. Help!!
  2. Sometimes when going to a new Web page I’ll be directed to an ITunes preview page for Candy Crush Soda Saga it’s more annoying than anything because if I hit the back button it just reloads the page.
  3. Similarly every now and then (mostly when opening an app) it will open the app then open the play store on a war game app that I don’t have downloaded nor have I ever
  4. Finally what is the best free anti virus to have I currently have Avast.

Thank you so, so much.

Troubleshooting: Hello Stephanie. I will try to itemized my answers based on your questions.

  1. About the “keyboard module” that needs to be updated, it’s apparently an advertisement. So, you can just close the tab and make sure that next time you won’t click any of the ads on the page you’re viewing. If the keyboard on your device needs update, then Samsung will roll out an official firmware update and you’ll be properly notified of it.
  2. As to the Candy Crush Soda Saga, it is again an advertisement and this time, it’s more obvious than the first because iTunes is for iPhones and iPads, not for Android. I don’t know how your phone is setup but I think these webpages pop up because they were already opened before. So, close it as well.
  3. Of course, the war game app on the Play Store is also an ad. But this time, the ad will automatically run the Play Store app. To address this, just close Google Play Store and close the tab on the browser.
  4. For me, all Android anti virus are the same. I really can’t tell which one is the best because I haven’t used one. Whenever I notice there’s something fishy about the performance and behavior of my phone, I will immediately perform hard reset. Find the anti virus that works best with what you need.

To address the first three problems you have, just clear the cache and data of the Internet app.

Galaxy S5 Display Turned Black and White

Problem: I don’t know what happen but 3 days ago my color of my whole phone just turn black and white, the picture Is black and white even the videos I tried restarting everything and the color would come back to normal and then 10 sec later it just goes back to black and white I don’t know what to do with this problem…. it’s like I don’t have no color on my phone what so ever. — Mrs. Lorm

Troubleshooting: Hello Mrs. Lorm. This issue is caused by a setting in your phone. It’s called Ultra Power Saving Mode. It must have been enabled that’s why the display turned black and white to conserve battery. To address this problem, disable it:

  1. From the Home screen, tap the Apps icon.
  2. Find and touch Settings.
  3. Find and tap the Power Saving icon.
  4. Tap Ultra power saving mode.
  5. Turn it off.

That’s pretty much it!

Galaxy S5 Keeps Restarting After The Update

Problem: Hello, my Samsung Galaxy S5 has been acting all new and changed up after i installed some sort of updates software which constantly reminded me for updates , so when i pressed it it said the phone needs restarting. It restarted the phone and boom ! Everything became so different. My notification bar ( when i scroll it down) is different , and when I receive my messages it doesn’t show properly in that slide down box . My keypad and everything has been updated. I’m not at all satisfied with this change . Please how can i get my old settings back. — Rabbia

Troubleshooting: Hey Rabbia! Obviously, you download and installed a firmware update. It means that the version of Android running on your device has been bumped up and more often, firmware updates bring new alterations to features and user interface. That’s the reason why you are now seeing a different notification bar. To address the reboot problem, since it’s firmware-related, you just have to wipe the cache partition to continue using your phone without interruptions. Here’s how:

  1. Turn off the device.
  2. Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
  3. When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
  4. When the Android System Recovery screen appears, release the Volume Up and Home keys.
  5. Press the Volume Down key to highlight ‘wipe cache partition.’
  6. Press the Power key to select.
  7. When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
  8. Press the Power key to restart the device.

Galaxy S5 Contacts Randomly Disappear

Problem: Hello dear, I was wondering if you had any advice for me, my contacts keep disappearing on my Galaxy S5! I have tried numerous times to save them but after a day or so the names just disappear and I am left with phone numbers of which I can’t remember who they are.

I have Bluetooth capabilities in my car and for a short while (about 5-7 days) the names would remain on the screen in my car but not on my actual phone! Thank you in advance, Valerie.

Troubleshooting: Hi Valerie. I believe the second problem is related to the first. If we can fix the issue with your phone, then the other issue will also be fixed.

Now, there are two common causes why contacts disappear;

  1. Contacts are saved in the cloud and internet connectivity is interrupted. Synced contacts often disappear if there is no active internet connection. To address this, import your online contacts to your phone so they will be saved in your phone’s internal storage. This way, even if the connection is interrupted, contacts won’t disappear.
  2. Contacts app stops responding. If the Contacts app stops responding or crashes, there’s no way your car access your contacts list simply because the service isn’t functioning the way it should. While the issue is common, it’s minor and can easily be fixed by clearing the cache and data of the Contacts app.

I hope this helps.

Galaxy S5 Freezes When Phone App Is Used

Problem: My S5 is only 9 months old and i am having problems. After a phone conversation my phone either freezes and i have to use the side off button a few times for it to work normally again or after a phone conversation an application flickers randomly and opens by itself. I have to shut the phone down or use the off side button a few times for it to work normally again.

Please tell me why this is so and how i can rectify the problem. Is it battery or sweat or heat? Please urgently help. Thank you so much. — Anne

Troubleshooting: Hi Anne. I’m not really sure when the problem started but based on your description, it seems like it’s just a minor issue with the phone app itself. It can be fixed by simply clearing the cache and data of the Dialer service via Application Manager.

  1. From any Home screen, tap Apps.
  2. Tap Settings.
  3. Scroll to ‘APPLICATIONS,’ then tap Application manager.
  4. Swipe right to the ALL screen.
  5. Scroll to and tap Dialer.
  6. Tap Clear cache button.
  7. Tap Clear data button, then OK.

Galaxy S5 Shows ‘Disabled by Device Admin’ Error

Problem: My S5 was set on swipe to unlock. I put the fingerprint on to unlock. Now I want the swipe back but it does not let me choose it as it says it has been disabled by device admin, encryption policy, or credential storage. Can you help me figure this out. This the 2nd time it has happened and I don’t want to do a factory reset again.

Troubleshooting: I don’t think factory reset will fix this problem either as it has something to do with store credentials in your phone. Many users also encountered this issue before but the most effective way to address the problem is to clear the credentials. Go to Settings > Security > Clear Credentials. You may now proceed to setting up the Swipe the unlock security method.

Galaxy S5 Wi-Fi Toggle Switch Disabled

Problem: My husband is having the following problem concerning WiFi. I can connect just fine to our home WiFi. His phone won’t even let him toggle the switch ON for WiFi, much less show available networks. We have tried restarting and various other tricks found on forums. I’m hoping you can help him out. Thank you for your time. — Carol

Troubleshooting: Hello Carol! I don’t know what happened to your husband’s phone so we really can’t provide a more accurate troubleshooting. I, however, have seen this problem in action before and there’s just an effective procedure to address it.

  1. Boot the phone in safe mode.
  2. Toggle the WiFi switch on.
  3. Reboot the phone normally.
  4. Try to see if WiFi is still on and if the switch can be toggled.
  5. If WiFi is off or if the switch can’t be toggled, then boot the phone in recovery mode.
  6. This time, wipe the cache partition. More often than not, this procedure can fix issues like this. Otherwise, you have no other option but to hard reset the phone.

Verizon Cloud Service Stopped on Galaxy S5

Problem: I too did the lollipop update, since then the Verizon cloud service will not run

The error “cloud service has stopped” appears and freezes my phone. The cloud is not working and I had to delete it to prevent problems. I called verizon cleared cache and stopped apps that I am not currently using. This did not help.

Something went wrong. We can’t connect to the cloud service at this time. Can you help please? — Cynthia

Troubleshooting: Hello Cynthia. Since you already tried fixing this problem by clearing the cache and data of the Cloud service to no avail, then there’s a chance that it’s really a firmware issue. Sorry to say that you have no other option but to do factory reset and if that failed either, call Verizon and make a report about its cloud service crashing. Perhaps the company will roll out an update that will patch it.

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