Fix common system related issues with Samsung Galaxy Note 5 that occurred after Marshmallow update

Firmware issues are among the most common problems #Samsung Galaxy Note 5 (#Note5) encountered after updating their devices to #Marshmallow. It’s very disappointing to know this because a lot of people were expecting a major update will fix issues associated with the Lollipop. Instead, Marshmallow has problems of its own.


Read on to learn more about the system related issues I addressed in this post. I have provided troubleshooting procedures to some issues while I answered some of the questions briefly because they don’t provide more details.

For those who have other issues though, visit our troubleshooting page and find issues that are similar to yours. You may then use the troubleshooting guides we drafted or the solutions we suggested. If they don’t work for you or if you need further assistance, then you can always contact us by completing our Android issues questionnaire.

Q: “My phone was recently blocked by Network carrier T-Mobile. Paid 8/3 party service to unlock my device was able to connect to Metro PCS. Worked for about a month when the update came and ever since I’ve had a new service notification I cannot get Metro PCS or any carrier to connect. Wi-Fi also turns on and off by itself those are the only two problems I can think of.

A: I’m afraid you’d have to get the phone unlocked again but as to the Wi-Fi issue, I think you really have to reset the phone to give it a fresh start with its new firmware. So, backup your data and then do the master reset:

  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: “I just got the phone couple days ago and when ever I send a picture to any iPhone the person who get the picture gets it corrupted all the time there like black lines or different color lines all different things every time I send it.”

A: It’s difficult to determine whether it’s an issue with your phone or the iPhone. So, try to compose a new message with attached picture and send it to your own number. If the picture displays the same issues, then it’s your phone that has issues.

Pictures get compressed when sent over mobile data so their size will at the minimum and it’s the quality that will suffer. I suggest you call your provider about it as it actually concerns the network. They can provide more accurate answers than we do.

Q: “My phone’s screen randomly turns on it acts like its being plugged into the wall and its not. Then it goes to the downloading do not turn off target. Then I have to hold the power button and the volume down at the same time to even get it booted back up. BTW my carrier is straight talk wireless and I use AT&T network.

A: Those times when the screen turns off, I think the phone reboots as well. It’s hard to pinpoint the problem but an issue like this is often a sign that the device is suffering from a serious firmware issue. Try doing the master reset and if the problem remains, you should have a technician take a look at it. The firmware may need to be re-flashed.

Q: “When I try to do a factory reset, I get the message ‘E: Failed to Mount /preload (no such file or directory).’ Do you know why or how I can fix this?

A: Try to use Smart Switch on your computer and see if there’s an update available for your phone. If there is, try to see if it can help fix this issue. If not, reset the phone and send it in for repair if the problem remained.

Q: “Ever since i downloaded the marshmallow update, my phones theme shop won’t open. I’ve tried from both the settings app and the home page editing options. Every time I try to open it, a message saying “touchwiz home has stopped” pops up, and it switches back to whatever app i was using before.

A: Try to boot your phone in safe mode first to see if things would work out fine in that state. If so, then some apps are acting up and we really don’t know which is which. However, since you’re getting the Touchwiz has stopped error, I suggest you troubleshoot the touchwiz first by clearing it’s cache and data.

Boot Note 5 in 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.

Clear Note 5 Cache & Data

  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 Touchwiz.
  6. Tap Clear Cache.
  7. Tap Clear Data, then OK.

If both procedures fail, then you have no other option but to reset your device.

Q: “Good Day! My contacts shows the following message after the software update was done. ‘Contacts list is being updated to reflect the change of language.’

When I receive calls the names show and when i dial a number it show the names and numbers which start with 082 or what number you start typing. I did switch off sync, and cleared the cache after rebooting. What else can i do as I don’t think i have a backup of the numbers. Regards.

A: Before anything else, backup your contacts. You may sync them to your Google account or export them. After you’ve done that, clear the cache and data of the Contact Storage service.

  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 Contact storage.
  6. Tap Clear Cache.
  7. Tap Clear Data, then OK.

If it fails, then try to wipe the cache partition and if this procedure fails, you have to reset your phone.

  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.

Q: “Dropped phone. All ok on phone except can’t swipe with finger left right up down but can swipe with S pen. Turned phone off, on, reset phone still won’t swipe with finger.

A: The digitizer for the fingers may have been broken that’s why it’s no longer functioning. The S Pen has its own digitizer. That said, there’s nothing you can do on your own that could fix this issue. So, you need to visit a shop and let the technician fix it for you.

Q: “Whenever I am watching Youtube or talking to someone on Skype and  Whatsapp, etc. or even sometime playing a game my phone randomly freezes and reboots, it happens at least once a day.

A: I’m curious, are you doing these things all at once? If so, then that might be the reason why your phone randomly freezes and reboots.

However, if the phone is heating up while you’re doing any of those things you mentioned, the phone might be overheating. A master reset is recommended at this point. If the problem remains, send the phone in for repair especially if it got in contact with liquid recently.

Q: “Unable to bypass the FRP. The direction as instructed was follow but while the otg is plugged, it does not automatic display the content on the flash drive, the flash drive has an indicator displaying light. Another. Please help. Secondly, can you provide the link to download the ROM firmware of Samsung Galaxy Note 5. SM-N920CD

A: In that case, your only option is to flash the stock firmware so you can have regain access to your phone. Just log on to and search for the model of your phone in the ‘Firmware’ section of the website.

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