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Hangouts started to crash on Samsung Galaxy Note 5 after the Nougat update [Troubleshooting Guide]

Some Samsung Galaxy Note 5 owners may have already received the Android Nougat update and some of them may have also encountered issues shortly after bumping up the firmware version in their device. We have receive some complaints from our readers and in this post, I will tackle the error message “Unfortunately, Hangouts has stopped.”

Hangouts is actually one of the apps Google mandated to be pre-installed in all Android devices. In other words, it’s deeply rooted in the firmware which means that if it crashes, either the problem is just with the app itself or it could be a sign of a more serious firmware problem. We have to try to troubleshoot to know what exactly is the problem with your device and why it started showing such error message after updating to the latest Android version.

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 Note 5 with “Unfortunately, Hangouts has stopped” error

The purpose of this troubleshooting procedure is for us to know what the problem is all about, what causes the error and what needs to be done to get rid of it or fix the issue for good. The error basically speaks about the Hangouts app that crashed for some reason. We need to take a closer look into it to know more about the problem but before we jump into our troubleshooting, here’s one of the complaints we received from our reader…

Problem: There was a notification that there’s an available update for my device so I downloaded it and I think it was successfully installed as my phone rebooted on its own and became after after that. The update was the nougat I think and there’s a noticeable difference on how the home screen looks as well as the icons of the apps. The problem is that, from time to time an error shows up saying “Unfortunately, Hangouts has stopped” and I don’t have a clue what this app is. Can you guide me how to get rid of this error? Thanks. And by the way, my phone is a Note 5.

Now, this is what you have to do in a bid to fix this problem…

Step 1: Reset the Hangouts apps

The error message specifically mentions the Hangouts app so we’ll have to go after it first. Just the simple clearing of its cache and data might fix the problem so try this one first and foremost. Don’t worry, Hangouts is a Google app so if you have data or even contacts, they may have already been backed up in your account.

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

If the error still shows up after this, then do the next step.

Step 2: Find out if third-party apps cause this problem

The next step will rule out the possibility that one or some of the third-party apps is causing the problem. There are times when a third-party app will cause the crashing of the pre-installed app so try to boot your device in safe mode and observe if the error still shows up in that mode.

  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 still shows up, then move on to the next step, otherwise, try to find the apps that cause the problem and uninstall them one by one until the problem is fixed.

Step 3: Delete the system cache

Deleting the system cache is one of the most effective troubleshooting procedures you can perform especially if the problem started after an update. You’re not actually just deleting the caches, you’re actually replacing them with new ones that are completely compatible with the new system. This is how 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 ‘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.

If Hangouts still crashes after this, then you have no other option but to do the next step.

Step 4: Master Reset your phone

A reset is necessary if all other procedures failed to fix the problem. A crashing built-in app is actually just a minor problem and for certain a reset can fix it, however, this procedure often comes last because of the hassle it entails when backing up your files and data. But at this point, you have no other option but to do this so make sure you make a backup of your personal files and then follow these steps:

  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 reset your device through 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.

I hope this helps.

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