Samsung Galaxy S5 freezes, internet stops, Contacts app fails & other problems after Lollipop update

Manufacturers and service providers roll out updates to fix bugs, glitches and improve the general performance of the phone not to mention keeping its firmware up-to-date. However, the Lollipop update for the Samsung Galaxy S5 seemed to have caused a lot of issues. In fact, we received hundreds of lollipop-related problems.

In this post, I will address several issues that our reader, Matt, specified in his email. The main issue is that he has to restart his phone several times a day to make it work because it freezes randomly. There are also issues with the internet, the browser, the Contacts app, camera, Home button, SMS and emails. All these problems, according to him, started after he updated his Galaxy S5 to Android 5 Lollipop.

This is his actual email…

Hi, since the lollipop update I’m constantly (2-5 times a day) having to restart my Galaxy S5 to get it working as I have a number what I can only described as freezing/locking up issues.

  1. I can be on the net 4g or WiFi and it stops with white or black screen no inputs work.
  2. trying to access youtube links from Web browser result freezes
  3. “contacts failed to load” or along those lines when trying to access a contact
  4. camera freezes when trying to switch to film mode
  5. home button becomes unresponsive restart required
  6. after restart I will receive texts & emails that I received already days prior

This phone was fine up to when I updated to lollipop in may now it’s extremely slow unbelievably slow laggy along with the above mentioned issues. I dislike iPhone as a rule but if this keeps up I may look at that option. Please help.” — Matt

If you have other issues with your phone, visit our Samsung Galaxy S5 Troubleshooting page as we’ve listed hundreds of problems we already addressed in the past. Find issues related or the same as yours and try the solutions we provided. If they didn’t work for you, then you may contact us by filling up this form. Make sure that all information you enter are accurate.


All the problems mentioned by our reader in his email were caused by the recent Lollipop update he installed on his phone. The lagging, freezing, the black screen, connectivity issue, etc. are all firmware-related problems that affect the overall performance of the phone.

We can actually spend all day troubleshooting each problem without the guarantee of a resolution. The fact is we would be wasting our time if we used specific troubleshooting procedures for each issue. We already knew the root cause so we’ll focus our troubleshooting on that.

The Safe Mode Remedy

The first thing to do is to try to isolate the problem whether the third-party apps have something to do with them or it’s merely the firmware that has some issues. You can do so by booting the phone in safe mode…

  1. Turn the device off.
  2. Press and hold the Power key.
  3. When ‘Samsung Galaxy S5’ appears on the screen, release the Power key.
  4. Immediately after releasing the Power key, press and hold the Volume down key.
  5. Continue to hold the Volume down key until the device finishes restarting.
  6. Safe mode will display in the bottom left corner of the screen.
  7. Release the Volume down key when you see Safe Mode.

When in safe mode, all you have to do is continue using your phone the way you always do but observe closely if the problems you mentioned still occur. Booting in safe mode is not a solution, it is merely a procedure to help you understand how the phone behaves if all third parties are disabled.

There are times when third-party apps go rogue especially after a major update. When it happens, the phone’s performance might be affected. Lagging, freezing and sluggishness are among the most common symptoms. If the phone is booted up with all downloaded apps disabled, problems will cease to manifest until the device is booted normally.

Frankly, it’s easy to say or blame an app that might be causing the problem. Booting in safe mode will just give you an idea that an app is causing the problem but it doesn’t tell you which specific app is messing up with your phone. The most hassling part is finding which app. Of course, if you which one it is that’s causing the problem, you can simply disable it or immediately uninstall it and that would fix the problem instantly.

If those problems (or at least, some of them) occur while in safe mode, it means that it’s a firmware issue. More often, caches and data of the previous system become corrupt. So, the next procedure is also a necessary step.

Wiping the Cache Partition

During the first boot up process, the system will create files for pre-installed apps and services. These files are often referred to as “caches” and they are used by the system so that apps will run smoothly the next time they are launched. Caches remain in their respective directory until they are deleted and/or replaced with new ones.

When you update your phone to the most recent Android version, the caches will remain as is. When the new system attempts to use them, that’s where conflicts often occur. The phone may reboot, lag, freeze or become sluggish as the files are already obsolete. What you need to do is force the phone to create new caches and you can do so by completely wiping off the cache partition.

  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.

Some of the problems will be fixed after this procedure but don’t be surprised if others remained. In that case, you need to proceed to a more complicated and hassling procedure.

The Master Reset

Aside from the caches, the phone also creates data files that contain settings and user preferences for apps and features. These files are saved inside the data partition, where many of the system files are also saved.

Data files may not be replaced during an update and since they’re already obsolete, they will also create conflicts in the system if the new firmware attempts to use them. There is no way you can delete those files except the doing the master reset.

The difference between the Master Reset and the Factory Reset is that the former doesn’t only delete all personal information and uninstall all downloaded apps but also reformats the data partition. Majority of firmware-related issues can be fixed by this procedure. So, if you’ve followed the first two procedures and some issues remained, you should follow the steps below after you made a backup of your important data and files.

  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 several times key to highlight ‘wipe data / factory reset.’
  6. Press Power button to select.
  7. Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  8. Press Power button to select and start the master reset.
  9. When the master reset is complete, ‘Reboot system now’ is highlighted.
  10. Press the Power key to restart the device.

I hope this helps.

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We are always open to your problems, questions and suggestions, so feel free to contact us by filling up this form. We support every Android device available and we are serious in what we do. This is a free service we offer and we won’t charge you a penny for it. But please note that we receive hundreds of emails every day and it’s impossible for us to respond to every single one of them. But rest assured we read every message we receive. For those whom we’ve helped, please spread the word by sharing our posts to your friends or by simply liking our Facebook and Google+ page or follow us on Twitter.

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