Galaxy S5 Smart Stay feature not working properly, white box with “x” keeps showing, other issues

We haven’t encountered an issue with #GalaxyS5’s Smart Stay feature for a while so this post dedicates a space for this rare problem. We also bring 5 more problems for this device. Like in all of our troubleshooting pages, the issues mentioned here are reported by our community so we hope that by publishing them and their solutions, we can help Android community in return.


Below are the topics we cover in this post today:

  1. Galaxy S5 shuts off when battery is between 15% – 30%
  2. Galaxy S5 Smart Stay feature not working properly
  3. White box with “x” keeps showing on Galaxy S5 screen | Galaxy S5 unable to connect to cellular network after a random reboot
  4. Galaxy S5 screen is split vertically into 2 halves | Galaxy S5 stuck in Samsung logo screen
  5. Galaxy S5 constantly losing connection to Verizon network
  6. Galaxy S5 reboots on its own

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 shuts off when battery is between 15% – 30%

Hello. I got my phone almost two years ago, and it worked perfectly fine, until one day it died and it wouldn’t turn on. I had tried charging it over night and it wouldn’t turn on, i had tried not charging it and it still wouldn’t turn on. I had left it in the car while it was pretty hot, and it turned on. i then learned that my phone only turns on when its overheated, or heated slightly more than it needs to be.

Also my phone dies when it’s on 15% or 30-50% and it will restart, and I have to put it charge it or it won’t turn on, until its heated. And if the battery is removed from my phone it doesn’t turn on, and recently the camera has stopped working, and the screen turns on but becomes unresponsive (this has only been for 1-2 days), the phone itself is in good condition, and it works fine. It’s just the issue with the battery, and turning off while i am using it. i have tried everything to turn it on, i have restarted it, removed the battery and reinserted it, replaced the battery, nothing works. what do i do? i have looked everywhere, and tried everything. — Paola

Solution: Hi Paola. The operating system may not be reading the battery properly so you need to train it again. You can do that by recalibrating the battery. Here’s how it’s done:

  • Use the phone by playing games or doing tasks to hasten power discharge, until the phone turns itself off.
  • Turn the phone on again and let it turn itself off.
  • Charge the phone without turning it back on.
  • Wait until the battery says it fully charged to 100%
  • Unplug the charger and turn the phone on.
  • If the phone says it’s not 100% anymore, turn it off, plug the charger back in and wait until 100% charge is reached.
  • Unplug the charger the turn the phone on again.
  • Use the phone until you drain the battery down to 0.
  • Repeat the cycle once.
  • Observe the phone for a few days.

If the issues persist after calibrating the battery, the problem may lie on the hardware department. Find a way to have the device repaired or replaced.

Problem #2: Galaxy S5 Smart Stay feature not working properly

The smart stay icon (the eye) shows up and the screen freezes, sometimes for minutes at a time. Sometimes I can hold my thumb over the rear facing camera and it will eventually go away. More often than not, I have to turn the screen off then on again, holding my thumb over the camera, just to get the eye to go off long enough to exit a page or scroll down the page. It even comes on when my alarm rings in the morning and I can’t turn off the alarm. I have tried everything, I have turned off the smart stay feature in settings, I have removed the battery several times, all to no avail. It appears that the feature has a software glitch. Any help will be greatly appreciated. — Ed

Solution: Hi Ed. The Galaxy S5 Smart Stay feature works great if the following conditions are met:

  • when the device is held steady and upright.
  • the front camera is not being used by another application.
  • the device is in well-lit conditions, but the screen is not in direct light.

If it doesn’t work as it should even when all the above ideal conditions are met, there may be a problem with the front camera (hardware) or an unknown software glitch preventing it from functioning properly.

The first thing that you want to try is wipe the cache partition. Doing so will force the phone to erase the current system cache and create a new one. Here’s how it’s done:

  • Turn the phone off.
  • Press and hold the following buttons together: Power, Volume Up and Home.
  • Release the buttons once the Android system recovery menu appears.
  • Use the Volume buttons to navigate to Wipe Cache Partition option.
  • Press the Power button to confirm selection.
  • Select Reboot System Now option after deleting the cache. Wait for the phone to reboot.

Once you’ve cleared the system cache but the issue remains, you can then proceed to factory reset the device. This will wipe the internal storage and force a reset on all software settings to default. To see if the issue lies on the software level, make sure to observe the phone for 24 hours without installing any app. To factory reset your S5, follow these steps:

Create a backup of your irreplaceable files and contacts.

  • Power down the Galaxy S5.
  • Press and hold the Volume up button, the Home button, and the Power button together until you see the Android on screen.
  • Use Volume down to highlight the wipe data/factory reset option and press the Power button to select it.
  • Use Volume down again to highlight Yes – delete all user data and press Power to select it.
  • Use the Power button to select Reboot system now.
  • When the S5 restarts it should be completely wiped and ready to set up again.

If nothing seems to change after a factory reset, you can assume that the issue on hardware level. Have the phone checked or replaced.

Problem #3: White box with “x” keeps showing on Galaxy S5 screen | Galaxy S5 unable to connect to cellular network after a random reboot

Hi there! My Samsung has had a load of issues recently and it’s only 9 months old. It has an Otterbox case which protects it from scratches and damage on the multiple occasions I’ve dropped it, but there is not even a small scratch on my screen. The first issue that came up was this white screen that had an ‘x’ in the right corner and when I clicked the x, it did not go away. It blocks all applications (as the white screen appears on top), but I could still pull down from the top of my screen and see all the messages and emails I was receiving. But when I clicked them, they would open under the white screen. The only thing that seemed to work was when someone called me; it would go away. I was just wondering if there is a more permanent or better solution.

Also, just recently my phone randomly turned off and would not turn on again for hours (the battery was more than half full). By the time I was able to get it to turn on, all appeared to be working fine until I realised that even though my phone says its connected to Rogers, there is an ‘N’ present which means no mobile network. When I go into my networks, it says I’m connected. My phone shows its connected to my wifi ( at my house) but I can’t use any of the apps as the message ‘no network’ keeps appearing. I’m not sure what to do and I can’t upgrade until April. I would really appreciate any sort of advice as my phone is essentially useless. (Side note: I have tried restarting and removing the battery several times but I still have an issue with the network). — Dsvenda98

Solution: Hi Dsvenda98. The first thing that you want to do is to try the two issues is to refresh the system cache (wipe cache partition). Sometimes, updates or app installation can create a conflict with the operating system, resulting to all sorts of problems. You want to ensure that the device’s cache is fresh and this is done by regularly clearing the cache partition. Refer to the steps above on how to do it.

It’s also worth trying to see if one of your third party apps is causing the problems. Power up the phone to safe mode and observe it for a full day. Because safe mode won’t allow third party apps and services to run, the absence of issues should be your hint that our hunch is right on. To boot your S5 in safe mode, 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.

During or after booting the device to safe mode, make sure that you also recalibrate the battery. For steps on how to do this, refer to our suggestion for Paola above.

Finally, as the last solution, don’t hesitate to do factory reset. You want to do this so you can check if the issues are being caused by an app and/or an unknown software glitch. Like what we are saying above, factory reset will bring all software settings to their known working state. This means that if the issues continue despite having restored all software to their factory state, the solutions must be something out of your reach. You must find a way to have the phone replaced.

Problem #4: Galaxy S5 screen is split vertically into 2 halves | Galaxy S5 stuck in Samsung logo screen

I downloaded an app called Truecaller. Some hours later i found out my phone was off. I turned it back on only to find out that the screen was divided into two vertically and the two halves began to act differently. Then i reached the conclusion of deleting the app i downloaded. After uninstalling the app there was no changes. instead it got worse that sometimes It won’t come up when it switches off. Then i did factory reset on the phone. it didn’t have any effect on it and now the phone won’t come up to display the Samsung logo. it would blink blue light and vibrate as if it was about to come up and keep repeating the process. But if its left down for a couple of hours without the battery in it, it would come up later but the screen would be divided into two equal halves. and after the screen goes dark it would go off and start blinking blue light. the home key, back key and other would light up but it won’t get to the point of showing the Samsung logo. And it would repeat the process over and over while the phone gets hot.  — Osunkunleolusegunm

Solution: Hi Osunkunleolusegunm. First of all, we assume that your phone is running unmodified, official Samsung firmware. If you did modify the operating system or rooted the phone, kindly look for other sources that can give you specific solutions related that can be applied to your custom software.

Secondly, we really can’t get the full picture of the screen issue you’re describing here (screen is divided into vertical halves). This problem may be due to an unknown operating system bug, or a product of a hardware damage (we’re assuming that you never did drop the phone or exposed it to water). If this is due to a software glitch, you should be able to fix it by doing a factory reset (steps provided above). Before you do the drastic factory reset procedure, you can also try to boot it to safe mode. If these two procedures won’t work, don’t waste your time doing anything else; just find a way to have the hardware checked.

Thirdly, you can also try to boot the phone to other modes to see if they’ll make any difference. If the phone works in any of these modes normally and without the screen going crazy, you may be able to fix the problems by doing some software solutions. For reference, here are the steps on what you need to do:

Boot in Recovery mode:

  • Charge the phone for at least 30 minutes.
  • Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  • When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  • When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  • Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
  • You can either wipe the cache partition or do a factory reset when in this mode.

Boot in Download Mode:

  • Charge the phone for at least 30 minutes.
  • Press and then hold the Home and Volume DOWN keys, then press and hold the Power key.
  • When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume DOWN keys.
  • Wait until the Download screen appears.
  • If you can boot the phone in download mode but not in other modes, that means that your only way out may be to flash a stock or custom firmware.
  • Use Google to look for a guide on how to do it.

Problem #5: Galaxy S5 constantly losing connection to Verizon network

Hi! Thank you for this resource. I just activated a Samsung Galaxy S5 on the Verizon network. I was traveling when I activated the phone, and it performed with no issues. I returned home, and live in the mountains. Now, the phone is constantly saying “Searching for service.” I cannot manually select a different “Network Operator,” which is what most internet searches suggest I try. It is not available for me to select. I did switch the phone to CDMA only, and took if off of Global. It did not seem to make a difference. Basically, the phone works fine at times. And then won’t work in the next 30 seconds. I have taken the SIM card out, removed any dirt, done a soft reset, turned off the Wifi…turning off the Wifi made it worse. Help! I love the phone. My other option is to just give up and go back to my iPhone, which had no issues. 🙁 Thank you, in advance. — Holly

Solution: Hi Holly. Let us stress three important points first.

  1. Verizon is a CDMA network so the network mode on your phone should be, first of all, set to CDMA.
  2. Secondly, the SIM card on your phone is provided in order for your device to use Verizon’s LTE service. Troubleshooting it when you may be having other  issues (like being unable to send/receive SMS/MMS, can’t make/receive voice calls, etc.) won’t bring you nowhere.
  3. Thirdly, because you did not specifically said it, we’re assuming that you’re having trouble using Verizon’s services (probably 2G, 3G, and 4G LTE). If that’s the case, you must talk to Verizon first so they can help you first hand in identifying the cause. There’s no point asking third party technicians like us for solutions when the issue may be network- or account-related in the first place. Make sure that you let your wireless carrier know that you have a problem using their service you’re paying for. Once they can confirm that there are no network outages in your area, or any issue on your account, that’s the only time that you want to troubleshoot your phone.

Now, as far as troubleshooting an Android device is concerned, there’s only so much that an average user can do. All the potential solutions that you can do are already mentioned above (wiping of the cache partition, booting to safe mode, factory reset). Try to do all of them. If they won’t work, you can assume that you may have received a lemon. Bring it back to the store to have it replaced right away.

Problem #6: Galaxy S5 reboots on its own

Hi. My name is Italee (Italy) and I just bought a brand new Galaxy S5 Active over eBay. it came it its box and in original packaging. I turned it on last night. I bought a SIM card for it and got it all hooked up for the prepaid service through AT&T. Not long after it started shutting off by itself, I assumed it was because it needed to update all my apps. About 12pm today it would shut off and then try to boot up then shut down again. it would repeat this process until I took the battery out, put it back in and plugged it in. only then could I turn on my phone and it would boot up all the way. After that it wouldn’t let me take it off the charger without it shutting down. I tried some of the ideas you guys put on your website, but I’m scared to try and factory reset my phone. I have a prepaid plan and don’t want to lose the service i paid for and have to pay for it again. What do you think the problem is with my phone? — Italee

Solution: Hi Italee. Factory reset is an important troubleshooting step in this case in order to see if the issue lies on the software level so there’s no way you’re not doing it. Don’t worry, all subscriber information are stored in your SIM card so doing a factory reset won’t affect your AT&T service at all. Before you do a factory reset though, make sure that you wipe the cache partition and boot the phone in safe mode (refer to the steps above).

To factory reset your phone, follow these steps:

  • Create a backup of your important files and contacts.
  • Pull down the notification bar and tap Settings.
  • Tap Back and reset under User and Backup.
  • Tap Factory data reset.
  • Tap Reset device.
  • Tap Delete all and wait.
  • Reboot the phone.
  • Observe the phone for 24 hours.

If the phone continues to behave the same even after a factory reset, try replacing the battery. If that won’t work either, you have no choice but to look for a unit replacement.


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