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Galaxy Note 5 notification screen goes down during calls, won’t connect to 4G network or wifi, other issues

The #GalaxyNote5 has been around so we are expecting more issues to be reported at this time. That said, we’ve been getting more and more Note 5 issues every day so here are seven of them. If you don’t find a solution for your own Note 5 issue in this material, please visit our main Galaxy Note 5 troubleshooting page.

Below are the issues covered in this post:

  1. Galaxy Note 5 notification screen goes down during calls | Galaxy Note 5 proximity sensor not working
  2. Galaxy Note 5 won’t connect to 4G network or wifi
  3. Galaxy Note 5 keeps receiving text message from unknown number
  4. Galaxy Note 5 is locked due to fingerprint scanner not recognizing prints
  5. Galaxy Note 5 can’t find any system update
  6. Galaxy Note 5 screen turned black and half part flashes purple color
  7. Power saving mode missing under Power button menu on the Galaxy Note 5 | Galaxy Note 5 not receiving notifications

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 Note 5 notification screen goes down during calls | Galaxy Note 5 proximity sensor not working

When I make or receive a phone call the pull down notification screen comes down and covers the active call. The phone call also shows in the pull down notification screen. I have no issue with the sound but if I need to enter a digit I have to use the back arrow button to get back to the call screen. My ear sometimes hits the flashlight and turns it on. I have moved the flashlight to resolve that part of the problem. In order to hang up I need to tap the red phone icon in the notification bar and then the notification board will go away. I can then see the call screen and I can tap the red phone Icon to end the call. HELP! — Joe

Solution: Hi Joe. The default setting of your phone during calls should be to turn off screen whenever it detects your face or object near the top part of the screen.  This is bring about by the proximity sensor which is located on the right circle near the earpiece. Turning off the screen while using the phone during calls prevents buttons from being accidentally pressed. Try to check if this behavior works by simulating a call and covering the top part of your screen with your hand. If the screen does turn off, then the problem may be caused by an unknown software glitch. In this case, you can try wiping the cache partition and factory reset. Below are the steps on how to do each of them.

How to wipe the cache partition on your Note 5

  • Turn off your Samsung Galaxy Note 5 completely.
  • Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  • Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  • Once the Android logo shows, release both the Volume Up and Home buttons.
  • The notice ‘Installing system update’ will show on the screen for 30 to 60 seconds before the Android system recovery screen is shown with its options.
  • Use the Volume Down key to highlight the option ‘wipe cache partition’ and press the Power key to select it.
  • When the process is complete, use the Volume Down key to highlight the option ‘Reboot system now’ and hit the Power key to restart the phone.
  • The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

How to factory reset your Galaxy Note 5

  • Turn off your Samsung Galaxy Note 5 completely.
  • Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  • Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  • Once the Android logo shows, release both the Volume Up and Home buttons.
  • The notice ‘Installing system update’ will show on the screen for 30 to 60 seconds before the Android system recovery screen is shown with its options.
  • Use the Volume Down key to highlight the option ‘Yes — delete all user data’ and press the Power key to select it.
  • When the process is complete, use the Volume Down key to highlight the option ‘Reboot system now’ and hit the Power key to restart the phone.
  • The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

On the other hand, if your phone’s screen won’t turn off during calls, there might be a problem with the proximity sensor. To check, access the hidden service menu (note: some carriers may not allow users to access it) by dialing “*#0*#” (without the quotations) on your phone app. Once you’re in the service menu, tap Sensor box. To test if the proximity sensor is working, cover the top part of the screen with your hand again. If the screen turns green, that means that proximity sensor is working. If nothing happens though, that’s evidence that the sensor has gone bad. Contact Samsung so you can have your phone repaired or replaced.

Problem #2: Galaxy Note 5 won’t connect to 4G network or wifi

Hi. Recently my Samsung Note 5 was losing its usual 4G connection and was only giving an “E” or “H” signal that won’t even load any app/website. I tried using Wifi and it worked fine for some time until then, it branched out with the same problem. Other devices connected to the Wifi worked fine and so did transferring the SIM card to another device. The problem was with the Note 5 not picking up Wifi downstream/upstream, neither 4G/LTE data. I had also resorted to a factory reset on the device and it has not resolved the issue. I also verified APN settings and it’s still the same. I searched the internet about it and found out similar problems with a lot of Note 5 users, all with different solutions but no concrete/defined total resolution. Many did a factory reset, a change in APN settings, change in motherboard, etc. Some also said it has something to do with a glitch in the Android version. — Kersten

Solution: Hi Kersten. If factory reset did not fix your issue, that means that hardware may be to blame. Contact Samsung and let them know of the situation. We have no idea what their usual response for a problem like this but they will most probably just replace the phone for good.

Problem #3: Galaxy Note 5 keeps receiving text message from unknown number

I bought a Samsung Note 5 on eBay. I keep getting a text message from a number of: 28856445. I don’t know that number and it’s not a working number. I use Hangouts for messaging. i have tried texting it back with a reply STOP. And I’ve tried blocking the number and then it uses one of my contacts as if they had sent it. I receive at least 15 a day. Please email me and let me know what i can do to fix this problem. I’ve tried everything. When i click on the View my message it says page blank and their text says my message is full so they had to delete an old message. I don’t understand. I’ve had my Samsung Note 5 from eBay since around Oct, 2015. My carrier is Straight Talk. — Tina

Solution: Hi Tina. First of all, we don’t provide our advice privately, like via email or phone call. We do hope that you’ll find this post in time.

Secondly, an issue like this is best addressed by your carrier than by third party technicians like us.  Make sure you let Straight Talk know of the problem so they can check if it’s a network-related problem or not. You can also report the number to them so they can either block it for your account, or blacklist it altogether.

Finally, make sure that your phone is not rooted and/or does not run custom firmware. The previous owner (assuming you get the phone as a second-hand device) may have modified the official software or left a malicious app that can compromise your personal information. Go under Settings>About device>Software info to see if the phone is running official software. If the phone is brand new, you can skip this step.

To see if it’s just a glitch with the messaging app, make sure that you delete its cache and data. Here’s how:

  • Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  • Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6.0.
  • Once in there, click on an application.
  • You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more. These are all clickable items. You’ll want to click on Storage.
  • You should now clearly see the Clear Data and Clear Cache buttons for the application.

Problem #4: Galaxy Note 5 is locked due to fingerprint scanner not recognizing prints

Note 5 fingerprint scanner locked me out. Google doubt work find my phone didn’t work. Really don’t want to reset phone and lose pictures as it is the only pictures I have of my baby boy. Has there been any new ways to deal with this since your last article? DESPERATE phone has been locked since July 2016. I’m still paying for service on it just in case it needs internet to unlock it. Not sure of Android version. Had a update I hadn’t installed yet in July. — Mobiletemptations

Solution: Hi Mobiletemptations. As of this writing, the same crop of unlocking options is in place. Simply put, if you can’t provide the correct Google account credentials, there’s no way you’ll be able to unlock your phone. Period.

If you have totally forgotten your Google account credentials (and keep in mind that Google account can be other emails and not just Gmail), you’re out of luck. There will never be an option for you to regain access of your phone, even if you’ll do a factory reset. If you’ll attempt to factory reset your device, it will also ask you to enter the registered Google account just like what it’s asking now. If you can’t provide the correct username and password, factory reset protection will set in, locking your phone further. As far as our knowledge is concerned, Samsung or Google can’t help you with this case so you should really start to consider saving for a new device.

Problem #5: Galaxy Note 5 can’t find any system update

I am using an AT&T stock, non-rooted Note 5 through Straight talk using the Straight Talk SIM card for AT&T. I updated it when I first received the phone a few months back to the 5.1.1 and it worked fine. Now every time I check for updates, it says that I have the most current version already installed when I know there is a newer version available. My wife has the same setup, but with a Galaxy S5 Active and hers has updated to 6.0. Any ideas on how to update? — Brian

Solution: Hi Brian. If you haven’t received an over-the-air (OTA) update from your carrier yet (which is interesting as the new Android Nougat is poised to be released soon), try checking again but this time, with the help of Smart Switch. Simply install a Smart Switch app on your PC or Mac and connect your phone to it via USB cable. Below are the steps that you want to do:

  • Download and install Smart Switch for your computer. For older devices, it may be necessary to download and install Kies.
  • Connect the cable to a compatible USB port on your computer.
  • Connect the other end of the cable to your mobile device.
  • Allow your computer to install any required drivers for your device. This process may take a few minutes.
  • Open Smart Switch on your computer, and allow it to make the connection.
  • If a software update is available for your device, Smart Switch will automatically prompt you to update. At any time, you can click Update.
  • Click Update to begin downloading the necessary files.
  • Click OK to proceed.

Note: Your phone may reboot a few times during the process. This is normal. Also, make sure that you create a back up of your data before installing the update to prevent data loss if something untoward happens.

Problem #6: Galaxy Note 5 screen turned black and half part flashes purple color

Hello, I have a Samsung Note 5. Earlier today I was on the internet app, and as I exited it my screen turned black. Now whenever I try to turn my phone on, all that appears is the left half of my screen will flash a purple-ish light that fades going down the screen. All of the sounds still work, and I can hear messages and notifications being received. I have already tried holding down the power and volume down button together to turn my phone off and on again, this did not work, and I tried to press volume up, power, and home buttons all at the same time, and nothing appeared on my screen but my phone did vibrate. I would really like to know if you think this is an issue with my phone or if my screen is just toast. — Don

Solution: Hi Don. Did you accidentally drop your phone or got it wet before this problem occurred? If one of these things happen to your phone (and you chose not to tell us about it), there’s no point looking for solutions at this time. Just bring the phone to a service center so it can be repaired or replaced.

If the phone has never seen water or accidentally dropped before, then some unknown software glitch or hardware malfunction may have caused it. To check, try booting your phone to different modes. If the screen problem persists even when on one of these modes, you can assume that the screen assembly may have gone bad. In this case, you have to send the phone for repair or replacement.

For reference, below are the steps on how to boot your phone to different modes:

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.

Boot in safe mode:

  • Charge the phone for at least 30 minutes.
  • Press and hold the Power button.
  • Once the ‘Samsung Galaxy S7’ logo appears, release the Power key and immediately press and hold the Volume Down button.
  • Continue holding the button until the phone finishes rebooting.
  • Once you see the text “Safe mode” at the bottom left corner of the screen, release the Volume Down button.
  • The only difference of safe mode from normal mode is that the former prevents third party apps from running. If you can boot the phone in safe mode but not in normal mode, uninstall all apps until the issue (that prevents you from booting normally) is eliminated.

Problem #7: Power saving mode missing under Power button menu on the Galaxy Note 5 | Galaxy Note 5 not receiving notifications

So here’s what happened. I had a choir concert a couple nights ago. I turned my phone off to make sure it didn’t ring (it’s a Note 5). About 2 hours later i turned it back on and it’s all messed up. My tab button doesn’t work. The phone recognizes I’m touching it because it vibrates. But nothing comes up to close all apps or anything. I also get absolutely no notifications. The light blinks when i get a Snapchat or text. But no notification pops up in my lock screen. And when i unlock my phone and swipe down from the top. No notifications appear. I also noticed when i hold down the power button i have no option to chose power save mode. Please help. — Blake

Solution: Hi Blake. Why would you be missing power save mode? We don’t think power save mode should be among the items when you hold the power button down. In our own Galaxy Note 5, all we get when holding the power button are the following buttons: Power, Mobile data, restart, emergency mode. If you did have the power save mode button in your device before, then something must have changed.

The first thing that you want to do is to ensure that you don’t have power saving mode feature enabled. This may be the reason why it no longer shows under your phone Power button menu. To check, go under Settings>Battery>Power saving mode.

If power saving mode is already disabled, the second troubleshooting step you want to do is to wipe the cache partition. Kindly refer to the steps above. Wiping the cache partition is encouraged in this case as the current system cache may have been corrupted.

If wiping the cache partition won’t help, do a factory reset.

 


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3 Comments

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  1. My notification panel only comes down when the phone is locked. When I try to pull it down when the phone is unlocked, nothing happens.

  2. Hi, i have problem with my note 5. Whenever i’m making a call the screen goes immediately black , same goes when i listen to any voice massage on wahts app.
    Please help – Zoli

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