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Galaxy S5 call problems before and after an update, other issues

Welcome to another post that addresses #GalaxyS5 problems. These issues are taken from emails and reports from some members of our community. For access to previously posted issues, kindly visit this page.

  1. Galaxy S5 bootloop and random reboot issues
  2. Galaxy S5 call problems before and after an update
  3. Galaxy S5 does not charge properly from time to time
  4. Boost Mobile Galaxy S5 unable to send SMS after updating to Android 6.0.1
  5. Galaxy S5 won’t power on

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 S5 bootloop and random reboot issues

Before I downloaded this recent update, my phone would randomly restart every once in a while. Now after this update, my phone goes into a restart-fit where it will continuously restart without completing a full cycle (i.e. once it reaches the black “Samsung Galaxy S5” screen, it starts the process over each time it reaches that screen).

I tried taking the battery out during one of its fits and when I turned it back on, it continued its nonstop restart cycles. It doesn’t stop restarting until I plug my phone on the charger, and it’ll be on some obscured battery percentage level that was nowhere near what it was before it would start freaking out; the endless restarts aren’t triggered by a certain app, a specific battery percentage level, or anything of the sort – it just happens on its own without warning.

The phone is a little over a year and a half old and I’m not sure if I can do an early upgrade since I know nothing about the account (my dad is the primary account holder), but I don’t think I can take another 5 months of this happening multiple times a day every day on top of its laundry list of other issues! — Melanie

Solution: Hi Melanie. If the phone works normally when connected to a charger, that’s an indication that there may be a problem with the phone’s power management system or the battery. The first thing that you want to try is do a factory reset to ensure that your device runs a clean firmware. Here’s how it’s done:

  • Turn off the device.
  • Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
  • When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
  • When the Android System Recovery screen appears, release the Volume Up and Home keys.
  • Press the Volume down key several times key to highlight ‘wipe data / factory reset.’
  • Press Power button to select.
  • Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  • Press Power button to select and start the master reset.
  • When the master reset is complete, ‘Reboot system now’ is highlighted.
  • Press the Power key to restart the device.

After a factory reset, observe the phone again for a few hours so you’ll know if the problem is resolved. Should the issue persists, make sure that you use another battery.

Problem #2: Galaxy S5 call problems before and after an update

I am having several problems with phone calls that occur randomly but several times a day.

Issue 1 started first (3 weeks ago) – in the middle of a call the other party would suddenly be muted. They could hear me but I could not hear them. This happened when using my Samsung ear buds, using Bluetooth speaker/headset, or directly on the phone. At first I thought it was a problem with my ear buds, but it then happened in the other configurations. If I hang up and call back, it works fine again.

Then issue #2 started – the call would just drop. While talking away in my home office where I have excellent coverage the call would just hang up. It does it after various periods of time, but about 50% of the drops are right at the 15 minute mark. Today it did it twice so far – once at 33 min 12 sec, the second time right at 15 min 0 sec. Call right back and it connects right up.

Issue #3 showed up yesterday and is the opposite of the first – I can hear them and they ca not hear me (and no, my phone is not muted).  Hang up, call back, all is fine. 

Today I had:

– the hangup (#2) around 9:30 am – called back and all worked fine. 

– Then later (in diff call) suddenly the other end could not hear me (#3).  I hung up, called back, they could hear fine and then exactly 15 min into the call my phone hung up (#2).

I have cleared the cache & data from my phone apps and performed soft reset.

Note I said “Phone” apps – there are 3 listed in my system Apps Manager:

– 6.89 MB size – version 5.1.1-G900TUVS1FOL1

– 2.52 MB – version 1.0.0

– 8.82 MB – version 1.0.0 — Jim

Solution: Hi Jim. The cause of call-related problems can be from two potential sides — network or phone. The first is obviously beyond your control, while the second can be fixed on your end depending on the problem. That being said, we highly recommend that you contact your wireless service provider so they work with you in identifying if the problem is due to a network glitch or within the device that they have provided.

Phone troubleshooting steps in this case involves doing the basic stuff like wiping the cache partition and restoring firmware defaults via factory reset. If you want to do them before you call your wireless carrier, that’s totally okay. Here are the steps on how to clear the cache partition:

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

Deleting the cache partition will force the phone to create a new system cache. If that won’t fix call issue, doing a master reset may help. Please refer to the steps above on how to do a factory reset.

There’s a chance that a third party app may be to blame so make sure that you simulate the issue after a factory reset to see the difference. Do not install any third party app during the observation period so you’ll know if one of your apps is causing the problem.

Now, if any of these procedures won’t work, be sure to call your wireless carrier so they can give you direct support.

Problem #3: Galaxy S5 does not charge properly from time to time

I recently spilled coke all over my desk, including where my phone was sitting although none of it entered the charging port and was only on a small amount of the screen (like a raindrop). I dried my phone out with a towel thoroughly just in case and dried everything that the liquid touched. Once I had done so I attempted to charge my phone with a charger. Didn’t work. So I tried a portable charger and it didn’t work either. I then tried my laptop and it didn’t work. So I switched my phone off and it actually charged. I’ve had this problem before and it eventually went away but was quite the pain! I was wondering what the issue could be.

Since the first time it did this (December 2015) the battery has charged incredibly slowly and decreases a lot faster. — Niamh

Solution: Hi Niamh. The general rule of thumb for an issue like this is to try to see first if the caused is due to bad software. Once you’ve exhausted all possible software troubleshooting, you can safely assume that the issue might be due to a hardware error.

Having said that, you can start your software troubleshooting by refreshing the system cache (steps covered above). Sometimes, a corrupted system cache can affect apps and services causing them to work erratically.

If wiping the system cache won’t change anything though, the next thing that you can do is to boot your phone in safe mode. This will help you identify if there’s any third party application that causes the charging services to fail randomly. Enabling safe mode prevents third party apps from running but all the factory apps will continue to run in this environment. You will still be able to send and receive texts, make and receive calls, and use other apps that come pre-installed on your unit. Leave your phone in safe mode for at least 24 hours so you have plenty of time to observe. If you haven’t tried this procedure before, simply follow these steps:

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

If nothing changes, be sure to factory reset your phone.

As mentioned above, if all these software troubleshooting won’t resolve your issue, you can assume that a hardware problem is to blame. If you can buy a new battery, consider doing that first. There’s a chance that the battery has lost significant capacity over time that even if you charge it, it actually doesn’t take in power at this time. If a new battery won’t fix the problem, have the phone replaced.

Problem #4: Boost Mobile Galaxy S5 unable to send SMS after updating to Android 6.0.1

This is actually a fix that may be helpful to many of your readers. After installing 6.0.1, I was no longer able to send text messages even though I was able to receive them. After 3 days of research and several hours on the phone with 5 Boost Mobile reps and a Samsung rep, I finally found one that immediately knew that the problem was that I didn’t have a SIM card. The previous operating system worked fine without it on 3G but Marshmallow apparently won’t because it only uses 4G for outgoing text. I have not yet received/installed the card but the tech seemed certain and after having finally done a full factory reset only to still have the problem, it seems like there’s nothing else it could be. You guys rock! — Mike

Solution: Hi Mike. Boost Mobile is a subsidiary of Sprint, which uses CDMA technology. This means that SMS or text messaging should work regardless if your phone has a SIM card or not. While a SIM card is a requirement for GSM networks, this is not true for CDMA ones. SIM cards are only provided to CDMA devices so that they can access 4G LTE, which provides faster mobile data speed. SMS should still work even if you’re only getting 2G or 3G signals. Having said that, we doubt if having a Boost Mobile SIM card will help resolve your issue.

Kindly let us know if SMS on your phone works after receiving the SIM card though so we can update this post.

Problem #5: Galaxy S5 won’t power on

Not sure of the software version as phone won’t come on. Phone had 70% battery life and abruptly shut off. Thought maybe battery was dead so I plugged into charger. Didn’t charge or come on. I tried removing battery, holding down power button for 1 min to clear capacitor, re installing battery. Still will not power up. Plugged in house charger but no light is on at all to indicate charging. I tried charging but in 10 minutes phone gets warm during charging but no lights are on. Changed chargers and it didn’t make a difference. Checked battery, it has  3.80v. I’ve tried removing the battery 3 times but nothing seems to work. Not sure what to do next. — Michael

Solution: Hi Michael. The normal output voltage of a Galaxy S5 battery should be 3.85 so we don’t think that the tiny difference is the reason why your phone won’t power on. A battery’s voltage vary depending on the amount of charge it is holding, which means that the voltage is usually slightly higher (than the standard nominal output) when it is fully charged and lower when it is about drained. There must be other hardware issues other than the battery that prevents your phone from booting up.

We recommend that you call Samsung so a full diagnostics can be conducted to identify the problem. Otherwise, simply request for a replacement.



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