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Note 5 black screen due to bad display IC, microphone not working during calls, other issues

Hello guys! Welcome to another #GalaxyNote5 article. As customary in this blog, we bring you more Note 5 issues and their respective solutions. We hope you’ll find this material informative.


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.

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.

Below are specific topics we’re bringing for you today:

Problem 1: Galaxy Note 5 microphone not working during calls, videos not making any sound

Two issues.

  • People have problems hearing me when we are on the phone.
  • When I get videos from other people in emails or text messages they don’t have sounds even though they are visibly talking.

I have a Samsung Galaxy Note 5. I just got a new (probably refurbished) one from the insurance. — Sheila

Solution: Hi Shiela. Your phone may have microphone and speaker problem. To check if both are working properly, record yourself and listen to the recording. If you can’t hear yourself, that’s a clear indication that either of the two (microphone or speaker) is not working.

Here are the exact steps that you want to do:

  1. Open the Samsung folder that keeps all Samsung apps.
  2. Find Voice Recorder app and tap it.
  3. Record yourself while speaking for at least 30 seconds.
  4. Listen to the recorded message.

To check if the problem is speaker-related (problem number 2), you can either play videos using other apps like Youtube or Facebook.

You can also access the service menu and test the speaker from there. Here are the steps:

  1. Open the Phone app.
  2. Dial *#0*#.
  3. Tap the box that says Speaker.

If your phone remains silent after tapping Speaker box, that means that the speaker is broken.

Do a quick factory reset and do the tests above. Make sure that there are no apps installed when doing the tests again. Here are the steps on how to factory reset your phone:

  1. Create a backup of your important files such as photos, videos, contacts etc. You can use Smart Switch for this task.
  2. From the Home screen, tap the Apps icon.
  3. Find and tap the Settings icon.
  4. Under the ‘Personal’ section, find and tap Backup and reset.
  5. Tap Factory data reset.
  6. Touch Reset device to proceed with the reset.
  7. Depending on the security lock you used, enter the PIN or password.
  8. Tap Continue.
  9. Touch Delete all to confirm your action.

Be aware that the results of the tests are the same, there’s nothing more that you can do on your end. You should have the phone repaired or replaced to address either the microphone or speaker or both.

However, if microphone and speakers work after a factory reset, the cause of the problem may be an Android bug or one of your apps. To see if it’s an app issue, install apps individually, making sure that you observe how the phone works after each installation.

Problem 2: Galaxy Note 5 calendar entries keep on appearing after they’ve been deleted, S Voice app won’t open

I have a SM-N920A, running work calendar and personal calendar. Recently, after deleting personal calendar entries, they continue to appear on my calendar; but if I reopen, it’s a blank screen. How do I permanently remove them?

My S voice app is not working. It used to work when i bought my note 5 but after an update it just won’t open. I click on the icon and nothing happens. The app doesn’t open anymore. I tried opening the app from the settings and it didn’t work either. How can i fix my S voice app?

Solution: The first step in the troubleshooting ladder for this case is to wipe the cache partition. This will help ensure that Android uses a good working cache when loading apps. Here’s how  to wipe the cache partition on your Note 5:

  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.
  9. Check if the apps are now working properly.

Should the apps continue to behave erratically, the next step should be to wipe their cache, and then wipe their data. Make sure that you wipe the cache first before data.  Once you’ve wiped an app’s cache, check how the said app behaves. If that won’t fix the problem, continue with the app data wipe. Here are the steps:

  1. Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  2. Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6 or 7.
  3. Once in there, click on an application.
  4. 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.
  5. You should now clearly see the Clear Cache and Clear Data buttons for the application.

Finally, if both calendar and S Voice apps remain problematic, don’t hesitate to do a factory reset.

  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.

Problem 3: Galaxy Note 5 won’t connect to 4G LTE network

Sir, 3G is working fine but if I select LTE mode and restarts, it always go in searching network mode & no network found until I revert to Automatic mode. My carrier is not listed in combo box. Network = Zong

According to frequency table, Zong does not support 4G bands of Note 5. This all is fine, why LTE mode not connecting to the network if 3g or 2g. It just searching. — Mansoor

Solution: Hi Mansoor. The best support group that can shed light on this issue is your carrier. If this Note 5 came from them and their 4G network is not being detected, it’s either a problem on their end, or on your Note 5. If you were able to connect to the 4G of this network before, then make sure that you talk to them for support.

If your phone is not from them, which means that it’s probably built for a different carrier, then there’s a chance that it may be incompatible with the current network you’re trying to connect to. Either that, or there’s a configuration issue that must be addressed. We don’t have information about your device to be able to pinpoint the cause of your problem so your best course of action right now is to contact your carrier.

Problem 4: Rejected calls in Galaxy Note 5 forwards voicemail to Gear S2 watch

I have a Galaxy Note 5 and a Samsung Gear S2 watch. If someone calls my phone and I reject the call, the voicemail ends up on my watch instead of my phone. And most of the time the watch does not notify me that there’s a voicemail. How do I get my missed/rejected calls to my phone to stay with my phone? — Shall52378

Solution: Hi Shall52378. Apparently you have a forwarding issue. Since voicemail cannot be saved on two devices at once, you want to turn off call forwarding in your phone so your carrier’s system will be forced to save rejected calls in your phone’s voicemail only.

Keep in mind that voicemail service varies by carrier and yours may work differently. If you can’t fix the issue by turning off call forwarding in your phone, contact your carrier.

Problem 5: Galaxy Note 5 stuck in safe mode

My Samsung Note 5 goes into Safe Mode & does NOT charge the battery. I replaced it with a NEW battery but the problem still persists where it suddenly turns off by itself & restarts in Safe mode. I have updated it with the most current software but the problem is still there. Can you please offer any helpful suggestions ? Thank You in advance. — Shiv

Solution: Hi Shiv. The usual way of getting out of safe mode is by simply restarting the phone. The other method is by pulling down the status bar and turning safe mode by toggling Safe mode to off. If both of these methods did not work, then there’s either:

  • an Android glitch causing it, or
  • a bad hardware like a broken button forcing the phone to remain stuck in this mode.

Since you’ve already opened the phone before after replacing the battery, we suggest that you ensure that the hardware buttons like the Volume rocker and Power are working.

If you think that this is an Android issue, you can opt to reflash the bootloader, and then the firmware next. Here are the steps on how to flash a bootloader. Exact steps may be slightly different in your particular phone model so be sure to do extra research. The steps below are for demonstration purposes only:

  1. Look for the correct firmware for your phone model and download it. Make sure that you select the right one. It should be the same exact firmware that ran previously on your device. We assume that you list down the firmware version somewhere. If you did not take note of it before, there’s a chance that you may pick the wrong one. As you may know now, using an incorrect firmware can cause complications so good luck with that.
  2. Let’s now say that you have identified the correct firmware. You then want to download it to your computer. The firmware file should have a bunch of files in it like AP_, BL_, CSC_, etc.
  3. Look for the file that starts with a label BL; this should be the corresponding bootloader file for this firmware. Once you’ve identified the bootloader file, copy it to your computer’s desktop or to any other folder that you can easily access.
  4. Proceed with the rest of the flashing procedure using the Odin program.
  5. In Odin, click on the BL tab and make sure to use the bootloader file you’ve identified earlier.
  6. Now, make sure that the “Device Added” status and its “ID:COM box” has turned blue before hitting the START button. This will initiate the flashing of your phone’s bootloader.
  7. Restart the phone once the procedure is finished.

Problem 6: Voice calls and mobile data not working in Galaxy Note 5

I’ve had my Note 5 for years and have never had a problem. 2 days ago the network both talk and 4G stopped working for no reason. I have followed your instructions and just did a factory reset. This has not solved the problem. When i manually search for network no options become available. I can still connect to Wifi. There is still a full strength signal bar up the top next to time. I just cant make calls text or get 4G. I am in Belgium but cannot select that. — Kieran.kobelke

Solution: Hi Kieran.kobelke. If the phone is showing detected cellular signal bars in the status bar, then it’s not a device problem. It’s very unlikely that both voice and data services will stop all at the same time in a device. There must be an issue with your account or in the network side so you’ll want to contact your carrier about the problem.

Problem 7: How to unlock Galaxy Note 5 when password is forgotten

I really need help. My mother has terminal cancer and is dying. She has a Galaxy Note 5 Verizon.What happened was i quit my job to take care of her and i sold my phone. She still has hers. She have dementia. She locked her phone and forgot the password. Now we can’t get into her phone because she doesn’t know her Gmail account info, and now i need her phone to get ahold of people and that’s all we have. Please help me asap !!! — Billy

Solution: Hi Billy. There’s no official method to unlock a device if a user can’t provide the correct Google account credentials. We know your situation should be an exception but unfortunately, Samsung has no contingency plan when it comes to your case. If you want to use the phone again, you’ll need to resort to unofficial methods on how to bypass Factory Reset Protection. We haven’t tested all the methods one can find online so you’ll have to invest time and effort in testing each of them out.

Keep in mind that bypassing FRP will wipe the phone clean so you’ll lose all personal files of your mother as well as her contacts.

Problem 8: AT&T Galaxy Note 5 firmware issues

The last time I performed an update on my Note 5 (Samsung) and the text message ringtone stopped working and I had to reset my phone to factory settings. I just received another update from AT & T for an update and was wondering if there were any issues with the latest update. Thank you. — Glomack9408

Solution: Hi Glomack9408. We don’t work for AT&T nor do we monitor AT&T-related issues all the time so we can’t say for sure if there are significant issues many users experience with their firmware. We only try to help users with issues as they come but we don’t really keep a tally of issues on carrier basis. We suggest that you visit AT&T’s forum to get firsthand information from fellow users or AT&T technical support team.

In general, almost all updates can lead to some form of issues. We know that AT&T developer team has an excellent reputation but there’s no perfect system. Android is so full of holes that there are millions of possible points of failure when it runs. There’s a fair chance that issues following a firmware update is not completely due to AT&T developers’ fault so it’s good if you can get inputs from other AT&T users as well by visiting their community forum from time to time.

If you’ll encounter a specific problem after you install an update though, you’re very much welcome to let us know so we can do our best to help you.

Problem 9: Galaxy Note 5 screen is black after accidental drop

I dropped my phone on concrete but it does have a slide on exterior case and a tempered glass screen protector on it. Now it fails to boot up. I do hear the start up music but the screen is black. The blue light in the top left dims and brightens and so far is not able to turn off. — Kevineterry1976

Solution: Hi Kevineterry1976. Protective cases are good at preventing scratches but they won’t do much when it comes to reducing the impact of a drop at all. If the screen problem occurred right after you’ve accidentally dropped the device, you’ll need to have it serviced. The screen may have broken loose from the motherboard or simply died due to the unnecessary shock. There’s no software magic trick that you can do to fix a bad hardware like a non-working screen following a drop.

Problem 10: Galaxy Note 5 won’t download email, can’t set up AT&T email in Galaxy Note 5

My Galaxy Note 5 suddenly won’t download email from AT&T. Started two days ago. Have checked settings, which appear to be normal, but when I try to synch with my email account, I get a message “Unable to set up account. Cannot safely connect to server.”

I tried clearing cache and data, which removed the account from my phone, and now can’t re-create the account–get the same “Unable to set up account. Cannot safely connect to server” message.

My wife started having the same problem on her S5 about the same time, so I’m guessing AT&T tweaked something, but their help is less helpful than usual since the Yahoo sale. Any suggestions?

Neither of us has any problems connecting with our accounts through our laptops/desktops. Both phones are running Marshmallow. — Fred

Solution: Hi Fred. In order to set up an email account successfully, you must use the correct mail server settings. These settings are usually provided by your carrier if you’ll ask them over the phone. Usually though, you can also get them from their website.

As far as we know, the following are the mail server settings if you have an domain (for example,

Protocol type: POP3

Inbound server / port: / 995

SMTP server / port: / 465


Protocol type: IMAP

Inbound server / port: / 993

SMTP server / port: / 465 or 587

If you’ve already tried these mail server settings before contacting us, you must continue to work with your carrier to fix it.

Problem 11: Galaxy Note 5 black screen issue due to bad display IC

Hello. Couple of months ago my Samsung Note 5 stopped on back and the black scar appeared on the screen which then increased and the whole screen became black. i thought it was the issue of changing the LCD so kept the phone at home for some months. After, that i took my mobile to the repairer. He said it’s a display IC — it is not working. We will have to change that but to get its display IC we will need a dead board to take out the display IC and insert in the damaged phone. but yet he hasn’t found any dead board to take out the display IC. So please, illustrate what’s the real problem is and also suggest a solution. — Hesda1only

Solution: Hi Hesda1only. The display IC is an important component in a phone’s motherboard that makes the screen function properly. If a technician has physically examined the phone and concluded that the display IC has gone bad, that means that the phone needs to be repaired in the least.

Although we don’t think that the issue has something to do with the display IC (it seldom fails but it’s not impossible) the attending technician has more authority than us in this case since he or she was able to examine the phone physically. That said, you should follow his recommendation.

What he’s trying to do is let you save some money by looking for a dead motherboard by cannibalizing the needed component. While it may be a sound approach, it may take some time before an available motherboard can yield the needed component. If you can’t wait, you can opt to simply have the current motherboard in your phone replaced entirely. That’s going to cost you more but it’s faster repair process.


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