How to fix common Samsung Galaxy Note 5 texting issues that occurred after Marshmallow update

  • Samsung Galaxy Note 5 can no longer send and receive text messages (SMS) after the Marshmallow update. Does it have something to do with the update or it’s just a setting?
  • SMS notifications on Note 5 stopped working. As a result, the owner wouldn’t be alerted if new messages come in. Learn how to fix this issue.
  • Keyboard takes out and replaces letters while texting. Owner recently received SIM card replacement and did wipe the cache partition and reset the phone to no avail.
  • Recipients see question marks and/or boxes when receiving emojis from the Note 5. Facebook notifications doesn’t show preview, instead it’s prompting the owner about hidden content. Learn how to un-hide apps notifications.
  • Messages shows it’s “Refreshing” but messages are nowhere to be found. What you should do to fix this problem.
  • Note 5 no longer sends and receives text messages after the Marshmallow update. Owner also reported some of her messages can’t be restored.
  • Phone’s text prediction not working properly. Here’s what you need to do to make it work.
  • Speaker icon on Note 5’s keyboard is no longer available. Is there any other way to access it?


While text messaging is one of the most basic feature of a phone, many Samsung Galaxy Note 5 owners have been complaining about related issues especially after the roll out of Android 6.0.1 Marshmallow. It wasn’t clear enough what really caused the problems but one thing is for sure, the new firmware has something to do with it.

There were also other texting problems that occurred even prior to the update. Below, I addressed some of the issues we received from our readers so if you contacted us before regarding this problem, continue reading to see if your concern is among the ones I cited.

If you have other issues, try to visit our troubleshooting page as we’ve answered a lot of problems with this device already. Try to find ones that are similar or related to yours and use the solutions we provided. If they don’t work or if you need further assistance, then feel free to contact us by completing this form.

Q: “Upgraded to the Samsung Galaxy Note 5 last night and am unable to send or receive any text messages. Have tried in safe mode and factory resetting phone and still unable to send or receive text messages using the Message+ app and the Messages app.

A: Some settings may have changed during the update but since the phone has difficulties sending and receiving text messages. If it shows it has good coverage, then you should call your provider as there’s only so much we can do about it. Perhaps, your phone just needs to be re-provisioned.

Q: “In my texts messages only one contacts notifications somehow got turned off just in texting and I don’t get a sound or anything saying he texted me I need to know how to turn his back on and also there is a pic of the volume button and it looks like it’s on silent but just on his and just on the text messages help please.

A: The most recent Marshmallow update may have caused this problem. But actually, there’s no issue with your phone; it’s just one setting that was disabled. Just go to Settings > Device > Sounds and Notifications > App notifications > set Block notifications to Off.

Q: “When I am using the keyboard, it starts eating characters like I am sure I typed a character but it doesn’t pop up for me and result is incomplete words when I reread a long text. I never had this problem before but I recently changed my SIM and I was wondering if that’s what causing the problem. I already tried everything else, wiping the cache and factory reset included. Is it the SIM causing this and if yes what should I do?

A: I don’t think the new SIM card has something to do with it; it’s all with the keyboard. I think all you have to do to fix this problem is to clear the cache and data of the stock keyboard:

  1. From the Home screen, tap the Apps icon.
  2. Find and tap Settings.
  3. Under the ‘APPLICATIONS’ section, find and touch Application manager.
  4. Swipe to the left or to the right to display the appropriate screen but to display all apps, choose the ‘ALL’ screen.
  5. Find and tap Samsung Keyboard.
  6. Tap Clear Cache.
  7. Tap Clear Data, then OK.

Q: “When sending text messages, my emojis aren’t sending as emojis.  There is either a question mark or a box in the place of the emoji.

Also, on the notification bar, my facebook notifications now say ‘content hidden’ rather than giving a preview of the content.

A: Text messages mixed with special characters and emojis will automatically be converted to MMS. So, when the message left your phone, it has already been sent as MMS. That said, the problem is on the receiving end. Perhaps the recipient’s phone only receives SMS or MMS are automatically converted to SMS with special characters being converted to question mark or box. There’s nothing you can do on your end that would fix this problem.

As to the hidden content, there’s a setting for that. Such setting should be disabled so contents won’t be hidden on lock screen. Go to Settings > Device > Sounds and Notifications > App notifications > disable Hide content on lock screen option.

Q: “My messages are lost and the folder is saying Refreshing all the time. We cannot create or view messages. We have messages that need to be saved and we are now not able to access them. I have cleared the cache and still not working. I do not wish to delete the data because I need those messages. Is there a way to do it?

A: Verify that you have an active and stable internet connection. Based on your description, I think you’re referring to your email messages and not your text messages, right? Try to browse some websites, download apps and files and stream videos. After you’ve verified you have a stable connection, clear the cache and data of the email client you’re using and setup your account again.

Q: “Since the software upgrade my Note 5 will not receive or send text messages. It stays in a downloading state. Grey screen with a circle always turning. Verizon has sent new phone but it will not retrieve any message since March 3, 2016. I have messages on there since 2013 I need to retrieve as most are business related. The phone shuts on and off on its own. Seems no one has figured out how to solve the problem and its no big deal I have lost my texts at Verizon. I hope you will be able to help me. They have done the cache clearing, etc with no results.

A: I think the real issue here is that the phone turns on and off on its own. You need to fix this first before you continue your troubleshooting on text messaging issue. If your provider already replaced your device but you’re still experiencing the same problem, then have it replaced again. I also suggest you do the master reset first before sending your phone back just to rule out the possibility that it’s a firmware issue:

  1. Turn off your Samsung Galaxy Note 5.
  2. Press and hold the Volume Up, Home and Power keys together.
  3. When the device powers on and displays ‘Power on logo’, release all keys and the Android icon will appear on the screen.
  4. Wait until the Android Recovery Screen appears after about 30 seconds.
  5. Using the Volume Down key, highlight the option, ‘wipe data/factory reset’ and press the Power key to select it.
  6. 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.
  7. After the reset is complete, highlight ‘Reboot system now’ and hit the Power key to restart the phone.

As to text messages that weren’t retrieved, I think you haven’t made a backup of them that’s why they couldn’t be restored. I’m not sure if your provider can do something to restore those messages but try calling them about it.

Q: “Text prediction is off big time. The most annoying issue is when I end a sentence or statement with an “!”. 8x out of 10 it defaults the word to “I!”, no matter the word it comes after. I think I am slowly training it to not do that, but it has been a few weeks since I did the update. Is there anything that can be done to fix this issue?

A: Clearing the cache and data of the keyboard will reset it and delete all learned words. If a word is automatically added to the field, then the phone may have already learned it. You need to delete that word or clear the cache and data of the keyboard:

  1. From the Home screen, tap the Apps icon.
  2. Find and tap Settings.
  3. Under the ‘APPLICATIONS’ section, find and touch Application manager.
  4. Swipe to the left or to the right to display the appropriate screen but to display all apps, choose the ‘ALL’ screen.
  5. Find and tap Samsung Keyboard.
  6. Tap Clear Cache.
  7. Tap Clear Data, then OK.

Q: “Recent update provided many issues.  Not happy at all with this update. Cant find my speaker icon to voice text messages I have hand issues not good.  I don’t’ want to swipe and then use my screen lock pattern that is redundant, I also don’t like all the white icons need color to find them.  Why can’t I change the text message frames like before and  the color of them. I am sure there will be more so will save this in my favorites list.

A: With the new update, some things may have changed and we can’t change them back the way they were. But when it comes to the speaker icon you were missing, all you got to do is press and hold the key on the left of the space bar and you’ll see other options. I’m sure the speaker icon is one of them.

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