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Facebook Messenger keeps crashing on Samsung Galaxy Note 5 after Android Nougat update [Troubleshooting Guide]

The error “Unfortunately, Messenger has stopped” on your Samsung Galaxy Note 5 means that the app crashed due to unknown reason. While Facebook comes pre-installed with your phone, its messenger isn’t and it’s considered a third-party since you have to download and install it from the Play Store to be able to use it.

In this post, I will tackle the error “Unfortunately, Messenger has stopped” which may have occurred shortly after the Nougat was installed. Facebook, while pre-installed, should be updated manually unlike apps mandated by Google to be present in all Android devices as well as Samsung pre-installed apps and services. Needless to say, the Messenger has also be updated manually in case there are available updates.

Taking into consideration that the phone has recently been updated to Nougat, there’s a chance that this problem occurred because the app has to be updated to a version that’s completely compatible with the firmware. At least, this is the first possibility we have to rule out, so read on to know how to do it as well as do other necessary procedures that may fix the problem.

But before we jump right into our troubleshooting, if you have other issues with your phone, make sure you drop by our troubleshooting page for we have already addressed a lot of issues with this device. Try to find problems that are similar with yours and use the solutions we suggested. If they don’t work for you and if you need further assistance, contact us by filling up our Android issues questionnaire.

Troubleshooting Galaxy Note 5 with error “Unfortunately, Messenger has stopped”

We will try to troubleshoot your phone to know exactly what this problem is all about, what caused it and what needs to be done to get rid of the error and fix the problem for good. However, there’s no guarantee that we can fix your problem on our own depending on the nature of the issue. There are issues that are beyond our control especially if they’re caused by more serious firmware problems but don’t let it stop you from troubleshooting. Now, before we go to the steps, here’s one problem sent by our reader that best describes this issue:

Problem: I badly need your help guys as I can no longer chat with my friends on facebook because every time I open the messenger an error message pops up saying that “Unfortunately, Messenger has stopped.” Aside from the update, I haven’t done anything with my phone so it’s not really clear why this error occurs but I’m hopeful that you guys can shed some light into this problem. Please help me, thanks.

Troubleshooting: Let’s base this troubleshooting on the message I cited in this post and while others who have encountered the same error might not have experienced the same symptoms, the bottom line is that it’s the same error and it’s more likely the same problem, so the troubleshooting procedure here might work for you. That said, here’s what I suggest you do:

Step 1: Try to see if there’s an update available for Messenger

Open Play Store and view all your apps to see if there’s an available update for the app you’re having problem with. If there is, then it might be the only thing you need to do to fix this problem and it’s as simple as that. However, if there’s no available update or if after updating it and the problem still occurs, then move on to the step step.

Step 2: Reset the Messenger app

By simply clearing the cache and data of the app, you’re already resetting it. This, of course, brings the app to the default settings but delete the data you’ve accumulated. In the case of Messenger, your messages are stored in your account’s inbox and they won’t be deleted unless you manually do so from your account. So, even if you clear the cache and data, you still can be able to retrieve them once you log into your account. Needless to say, the procedure is safe when it comes to your data. Here’s how you reset Messenger…

  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 Messenger.
  6. Touch Clear cache to delete its cached files.
  7. Touch Clear data and then OK to delete downloaded messages, login information, settings, etc.

After this, try to open Messenger to see if the error still shows up and if so, the next step might help.

Step 3: Uninstall Messenger and download it again from the Play Store

Being a third-party app, you can just uninstall it and download it again just to see if the problem gets fixed. There are times when some files used by the app get corrupted and clearing its cache and data may not work. So to get rid of the corrupt files, you just have to uninstall the app and download it again to have a fresher installation.

  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 the app that has issues.
  6. Touch Uninstall, then OK.

To install the app again, open Play Store and search for it then download and install it.

  1. From the Home screen, tap the Apps icon.
  2. Find and touch the Play Store app.
  3. Once inside the Play Store, you can search an app by category, or if you know the name of the app, in this case the Messenger, just type it in the search field.
  4. Once you found the desired app, tap on it.
  5. Now touch the Install button, and then Accept.
  6. The installation will be automated and you will be notified once finished, then you can use the app.

If the error still shows up after this, then it’s time to isolate the problem.

Step 4: Reboot your Note 5 in safe mode

It is imperative we know what’s causing the Messenger app to crash or stop working. There were cases we’ve encountered before wherein third-party email apps caused the default email client to stop working and this is due to conflicts in the system and the apps themselves. To do this, we have to restart your device in safe mode and this is how you do it…

  1. Turn off the phone completely.
  2. Press and hold the Power key.
  3. Once ‘Samsung Galaxy Note5’ shows, release the Power key and immediately press and hold the Volume Down button.
  4. The phone will restart but keep the Vol Down button pressed.
  5. Once the phone has finished restarting, ‘Safe mode’ will be display in the lower-left corner of the screen.
  6. You may now release the Volume Down button.

If the error won’t show up while the phone is in safe mode, then the problem is caused by a third-party app. Find that app and uninstall it if possible. However, if the error still shows up even in this mode, then do the next step.

Step 5: Delete the system cache

Some system cache may have been corrupted due to the update that’s why it’s important we replaced them. To do this, you just have to delete all your caches so that the new firmware can create new ones to replace them.

  1. Turn off your Samsung Galaxy Note 5 completely.
  2. Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  3. Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  4. Once the Android logo shows, release both the Volume Up and Home buttons.
  5. 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.
  6. Use the Volume Down key to highlight the option ‘wipe cache partition’ and press the Power key to select it.
  7. 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.
  8. The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

Step 6: Perform master reset to bring your phone back to original settings

If the error still shows up after wiping the cache partition, you have no other choice but to reset your phone. However, all your personal files and data will be deleted so make sure you make a backup before following the steps below.

The error message “Unfortunately, Messenger has stopped” is actually just a minor problem and can easily be fixed by this procedure but it always comes at the end due to the hassle it entails. But at this point, you have no other options that’s why I suggest you do it:

  1. Turn off your Samsung Galaxy Note 5 completely.
  2. Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  3. Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  4. Once the Android logo shows, release both the Volume Up and Home buttons.
  5. 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.
  6. Use the Volume Down key to highlight the option ‘Yes — delete all user data’ and press the Power key to select it.
  7. 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.
  8. The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

Alternatively, you can just reset the phone through the Settings menu:

  1. From the Home screen, tap the Apps icon.
  2. Find and tap the Settings icon.
  3. Under the ‘Personal’ section, find and tap Backup and reset.
  4. Tap Factory data reset.
  5. Touch Reset device to proceed with the reset.
  6. Depending on the security lock you used, enter the PIN or password.
  7. Tap Continue.
  8. Touch Delete all to confirm your action.

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