Samsung Galaxy Note 5 volume stopped working after Marshmallow update & other sound issues

  • Samsung Galaxy Note 5 (#GalaxyNote5) volume turns itself up even after being placed on mute. The problem reportedly started after the #Marshmallow update and the owner already visited the service center.
  • Audio streaming stops after 5 minutes of playing regardless whether the phone is connected to a Wi-Fi or mobile data network.
  • Note 5 plays podcasts only for 30 seconds before it stops. When play is hit, the phone starts playing from the very beginning of the track.
  • Galaxy Note 5 volume gets muted on its own. User has to reboot the device to turn up volume again but it doesn’t work all the time.
  • Volume of some game apps started to be muffled after the Note 5 upgraded to Marshmallow and sometimes associated with freezing of graphics.
  • The phone can’t play a track and keeps saying that the file isn’t supported regardless of what music player the owner use.

We received a lot of sound related issues from Samsung Galaxy Note 5 owners immediately after the Marshmallow update, which suggests there might be some bugs with the new firmware. But unless thousands of owners have the same exact issue, it’s difficult to prove that a bug is causing the problem.

In this post, I addressed some of the audio related problems we received from our readers. Try to go through the short list below to see if your concern is among the ones I cited. You may also try visiting our troubleshooting page as we’ve already addressed a lot of issues with this phone.

For those who need further assistance, you can always contact us through our Android issues questionnaire. However, you need to provide us with more information about the problem. One sentence isn’t enough for us to begin our troubleshooting so you should fill us with the details even minute ones.

Q: “The volume turns on by itself after being placed on mute.  I’ve tried using the sound icon in the bull down menu as well as using the volume keys.  I’ve taken the phone in to be service and it has been hard reset and it’s still doing it.

A: Hard reset doesn’t guarantee a fix that’s why you need to observe your phone closely. Some apps maybe manipulating the audio in your phone. Take time to troubleshoot the problem and first thing I need you to do is boot your device into safe mode:

  1. Turn off your Galaxy S6.
  2. Press and hold the Power key.
  3. When ‘Samsung Galaxy S6 Edge’ appears, immediately release the Power key and then press and hold the Volume Down button.
  4. Continue holding the Volume Down button until the phone finishes the restart.
  5. When you see Safe Mode on the lower left corner of the screen, release the button.

Now that you’re in safe mode, try to mute the phone again and observe if it automatically turns the volume up. You have to remember, however, that notifications, media and apps have different volume handle. So, even if you muted the music app, the phone will still play the notification sounds if messages come in.

Q: “I can be using SoundCloud, play music or any music app and it would play like for 5 minutes and then stop playing. And I have try to play music on Wi-Fi or 4G and I still have the same problem so please fix it. It gets so frustrating if you play music most of the time.

A: You mean to say that when you “stream” music whether on Wi-Fi or 4G, the music stops after five minutes? What I want to know if it’s a complete stop or a pause or maybe a track transition? Try clearing the cache and data of the music app you’re using, that works all the time. Also, try to verify that you have a stable internet connection as streaming relies on that.

Q: “Whenever I try and play Spotify  or a Podcast from my phone,  it plays one song (or 30 seconds of a podcast) and stops. If I go back onto my phone and hit play again, it will start again, then stop.  Not continuous and SUPER annoying! Thank you for any insight.

A: Does it happen to every podcast you play? If so, then the issue could be your internet connection. Again, media streaming relies on how good, fast and stable your connection is since the app simultaneously downloads and plays the track. It can only play the part that’s already been downloaded.

Q: “I’m having problems with my volume settings. When I connect to my Chromecast or Bluetooth Headphones/Speaker and pause my music or disconnect, my volume stops working and gets “locked to mute.” I try increasing the volume and it automatically keeps going to mute. I have to restart my phone, so it can ‘unlock,’ but doesn’t always work the first time.

A: Have you tried checking to see if the Volume Down key is stuck? Because it does seem so. There were reports from other users suggesting that this problem may occur after an update and if this is the case with you, the first thing you should do is wipe the cache partition:

  1. Turn off your Galaxy Note 5.
  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.

If it fails, then a factory reset is necessary.

Q: “Thanks for help! Immediately upon the “upgrade” to marshmallow, the sound in a variety of games only is greatly diminished (not phone ring, alarm, etc.). Further the sound level reverts to “normal” prior when purchased (on 12/15) briefly both starting & closing games, yet is muffled / muted while game app running.

Sometimes this is associated w/ freezing of graphics as well though the volume issue is constant. Hope this helps others as well. Thanks again.

A: If the problem started after an update, there’s a chance that they system cache got corrupted considering the Marshmallow update was a big one. Wiping the cache partition is necessary to verify that and if the problem still persists after deleting the system cache, then you have no other choice but to perform the master reset. Of course, you need to backup all your data first and follow the steps below:

  1. Remove your Google account and disengage the screen locks to make sure you won’t trip the Factory Reset Protection (FRP).
  2. Turn off your Samsung Galaxy Note 5.
  3. Press and hold the Volume Up, Home and Power keys together.
  4. When the device powers on and displays ‘Power on logo’, release all keys and the Android icon will appear on the screen.
  5. Wait until the Android Recovery Screen appears after about 30 seconds.
  6. Using the Volume Down key, highlight the option, ‘wipe data/factory reset’ and press the Power key to select it.
  7. Press the Vol Down button again until the option ‘Yes — delete all user data’ is highlighted and then press the Power key to select it.
  8. After the reset is complete, highlight ‘Reboot system now’ and hit the Power key to restart the phone.

Q: “Trying to play recordings and after choosing one of three options for audio playback I get a message stating that this type of file is not supported by this device. How do I change the playback option to a player that will work, or change the file to playable format?

A: You need to reset the app preference in Application Manager so that you’ll be prompted to choose which app to use to play your music tracks. As to how to convert tracks to playable format, well, there are apps in the Play Store that could do that. Some websites also offer to convert music tracks for free. I think the problem here is the format of the music track. If you convert it to standard music format like MP3, you don’t other music players as the native one on your phone can play it for you.

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