Galaxy Note 5 can’t play video file, can’t send emails after Nougat update, other issues

Hello everyone! As usual, here’s another #GalaxyNote5 post that answers some problems reported by some members of our community. We also choose to publish one suggested solution when dealing with a wet Note 5. We hope you’ll find this post useful.

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 has no voicemail app

My issue is really with JUST voicemail (that wasn’t an option in your menu). I don’t even know if I have a voicemail because on this phone – Galaxy Note 5 by Sprint (& my prior one – Galaxy S6), the icon letting me know I have a voicemail is not there! I did some suggestions from other support groups but none of them has helped. Please help? My daughter had an emergency – called me, left me a voicemail & I didn’t know that she was in the emergency room 🙁 — Vincie

Solution: Hi Vincie. Some carriers don’t offer voicemail service by default. If you can’t find a voicemail app from your carrier (by the way, we are assuming that this phone came from them as well), then you probably don’t even have a voicemail. Make sure that you contact them about it so you’ll know for sure.

If your phone was built for another carrier and you’re now using it with Sprint network, make sure that you ask Sprint how to access your voicemail. We know Sprint voicemail can be accessed from another phone as long as you have the correct passcode so make sure that you ask them what you need to do.

Problem 2: Galaxy Note 5 can’t play video file

Hello. I am looking for some help with trying to send a video I took. I have a Galaxy Note 5. Earlier today I took a video of my kiddo saying some of his very first words! When I tried to send it via text to my mom who has an iPhone it failed. So I tried it again and I was given the option to send as a high resolution video ( which I tried the first time unsuccessfully) or as an mms. So this time I choose mms. Not only dis it not work but now my phone isn’t even playing the video, there is a blank screen with an exclamation mark on it and when I try to play it says an unexpected error has occurred. Any advice on how to fix the video so this amazing moment isn’t lost forever?! — Kknippel

Solution: Hi Kknippel. First of all, sending a high resolution video via SMS or MMS will almost always fail because carrier’s put a limit on the number of MBs for every message. If the video file size exceeds the limit, you should receive an error message indicating so.

Secondly, attaching a video file in your SMS automatically converts it to MMS, which means that you’ll need mobile data to send it. Assuming that the file size does not exceed the size limit per MMS, you still need to make sure that you have good internet connection via mobile data to send it. This can be another reason why your video failed to send.

Lastly, there’s no way to fix a broken video file. Is the bad video you’re referring here the one that’s been saved to the messaging app, or the original one that’s stored in the Gallery app? If it’s the video file that was uploaded to the messaging app which failed to send, you can simply ignore it. However, if the broken video is the actual recording that was stored in Gallery app, you’re out of luck. It may have been corrupted while the messaging app was trying to save it to the messaging app. Unfortunately, once a file has been corrupted, there’s often to way to fix it. If you have a computer, consider transferring the file to it and see if it works.

Remember, smartphones and all storage media at present can fail anytime. To prevent losing irreplaceable files in the future, always make it a habit of creating a backup so if something like this happens, you can always use the copied version.

Problem 3: How to dry a wet Galaxy Note 5

My wife dropped her Note 5 into a bathtub with an Epsom Salts Bubble bath. I managed to save the phone and restored to full operation using many of your tips and overcame battery charging issues after drying the phone. I used a Hair Dryer, Measured Max Temperatures with an IR Thermometer, and used a Dyson Battery Operated Handheld Vacuum with tappered suction nozzle to suction out water vapor via the stylus storage port. Max temperature =130F. Heat to 130F and then suction 4x with phone allowed to cool down between each cycle. Then overnight in activated* dried Rice. Heat 1/2 cup “dry” rice in a microwave on a dinner plate to drive out moisture from the grains on High for 60 Seconds. Stir rice note steamoff. Heat a second time on High 60 Seconds and stir. Cool the rice in a ziplock type one quart bag. Add the cell phone and allow 24 hours minimum of phone in the activated* dried rice. Also include the stylus to dry it. Remove the phone and wipe a away any rice dust. Clean the USB port with CRC Electronics& Contact Cleaner to remove any Conductive Salts. Do not spray into the phone display or into the stylus storage port. At this point, Plug in the adaptive charger (wireless charging was not used). DO NOT POWER ON THE PHONE. At this point, the battery may or may not show charging. You should see a ” battery” symbol. The phone may not charge at all. If no charging, press the “home button”. Unplug the charger. Wait 15 seconds. Plug in charger. If no battery charging is indicated, press the home button. Wait 30 seconds. If still no charging, the Temperature Sensor on the battery is likely preventing any charging. Place the phone back into the ziplock bag. Close the bag for a good seal. Now, PLACE THE BAG WITH THE NOTE 5 INTO THE FREEZER COMPARTMENT. Set a timer for 20 minutes. Remove the NOTE 5 from the freezer and measure the temperature by pointing the IR Thermometer at the dark Display. Do not measure the temperature of the shiny case surfaces. Record the temperature. When you measure a phone temperature of 40-45F, stop cooling the phone to avoid freezing the battery! The phone is now ready to be recharged. The temperature sensor should be reset ( ours reset following this procedure). Remove the phone from the ziplock bag and connect the charger. Watch the battery symbol that appears. If no green color and percentage appears, unplug the charger, wait 15 seconds, then plug in charger. Voila! You should see charging activity.

I also reset the system cache as per your sites instructions to allow the firmware to reference the new temperature values for the battery. The above noted procedure worked one time for me. Before publishing you may wish to test this process. Thought it might help save someone else’s Note 5 and all their important photos and files. Thanks for sharing solutions on your site. — Rdpearson49

Solution: Hi Rdpearson49. Thank you for giving us a detailed step-by-step guide on how to dry a wet phone. We will surely refer to this when advising others. We hope to hear more from you should you discover more working solutions.

Problem 4: Galaxy Note 5 can’t send emails after Nougat update

Samsung Galaxy Note 5 not sending emails anymore after Nougat update. It’s an exchange account set up on the EMAIL app (version 4.0.63-0). It receives emails correctly but doesn’t send. The hotmail account I have set up in Outlook on the phone works fine. — Sara

Solution: Hi Sara. Make sure that you install the latest update for the app in question. If that won’t fix the email sending problem, delete the app cache and data. Here’s how:

  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.

Clearing the email app’s data will remove the email account. Make sure that you know how to add your email account again before doing it. If the problem returns after adding the account, consider using another email app.

You can also try to factory reset your phone to ensure that any Android bug that may have developed following the update is removed. To do that, follow the steps below:

  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 5: Galaxy Note 5 can’t send MMS

Cannot send pictures. Already DONE a soft/hard reset. Pictures always fail to send. Even changed Resolution but still fail. What’s going on?

Also, had a ridiculously hard time filling out these simple questions on your site. Your site/my phone issue…no clue. — Chrisvondracek

Solution: Hi Chrisvondracek. You’re the first one to mention of having a hard time filling out our questionnaire in almost 2 years so this may have an isolated case. If you can elaborate further on what difficulty you’re experiencing, then perhaps we can do something about it.

As regards your main issue, we suggest that you contact your carrier about it. If by hard reset you mean a factory reset, then this issue must not be caused by a phone bug. Talk to your carrier and ask for direct assistance. Also, make sure that you mobile data is working. MMS won’t work when your device is not connected to the internet via your network.

Problem 6: Missing SMS in Galaxy Note 5

I have lost some of my text messages and only four (and their history) are showing on the screen and I need to see other messages from different people which have disappeared. How do I get them back? — Jules

Solution: Hi Jules. It depends. If those messages were simply pushed at the bottom of the list, or if sorted differently, you should be able to still recover them by simply going each individual conversation threads. If your messages are sorted differently and not by time received, they must still be in the app somewhere. Again, you only have to go over each of the conversation threads to find them.

However, if those messages were deleted for some reason, you’re out of luck. Unless you set up your phone to automatically back your messages up to a cloud service, there’s no way to recover missing SMS. They are usually saved locally, that is, they’re stored in your phone only. If they were deleted or removed from the messaging app by mistake or intentionally, they’re gone forever.

Problem 7: Galaxy Note 5 can’t detect network, no signal, can’t make calls

Hi. My Samsung Galaxy Note 5 SM – N920F  Android version 6.0.1, Kernel version- 3.10.61-8887762, baseband version-N920VVRSBP62 has failed to access my MTN local mobile network here in Uganda. So it can’t receive phone calls or make or even choose a mobile network. Thanks. — Victoriah

Solution: Hi Victoriah. We don’t have a full history of your device so we can’t say for sure what caused your phone to lose signal reception. There are however, a few things that you can try. Below are some of them.

Try another SIM card. If you are in a GSM network, it’s possible that the problem may be caused by a faulty or inactive SIM card. Get a new SIM card and see how it works. You only want to do this if you are in a GSM network and if your phone was able to previously connect to this same carrier. If a second SIM card won’t make a difference at all, you may have a phone problem.

Do a factory reset

Again, you only want to do this if your phone was connected to the network before. You should also have contacted the carrier by now and they should have already confirmed to you that there’s no service interruption in the area. Unless you have these two things confirmed, hold off on doing a factory reset. Refer to the steps above on how to do it.

Do some research

If you’re trying to connect a new phone for the first time in this network, you should ensure that your phone is compatible. If your phone is a CDMA device and you’re in a GSM network, it may not work properly. Also, your phone’s hardware may be incompatible with your carrier’s frequency bands. To know that, you want to do some research about your phone, especially on whether or not it has the right operating frequencies. Once you have identified the frequency of your device, contact your carrier and ask them if your phone is compatible.

Frequencies in a phone can’t be changed so if that’s the problem, there’s nothing that you can do about it.

Problem 8: Galaxy Note 5 can’t open downloaded file

For several months, I have been unable to view any document that is downloaded. No matter what website or the type of document, I always get the same message: “We can’t open the file. We can’t show the file because it’s corrupted”. This has continued through 2 or 3 updates and I’m at a loss as to what to do. — Kathleen

Solution: Hi Kathleen. Try wiping the cache partition first and see what happens. This procedure should delete the current system cache. To do this, follow the steps below:

  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 wiping the cache partition won’t work, create a backup of your personal data (photos, videos, etc.) and do a factory reset.

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

Problem 9: Galaxy Note 5 call waiting feature turns itself on and off

The call waiting feature on my Samsung Note 5 was turned off. Recently I found it turned on again. Is there any way this could have been done automatically? I have been using my phone for conference calls and I don’t know if this is the reason? My phone software version is Android 7. — Shenesha

Solution: Hi Shenesha. Call waiting feature is usually set to on by default. If it behaves erratically by turning on and off by itself, contact your carrier so they can take a look at it.

Problem 10: Galaxy Note 5 not recognized by Odin or Smart Switch

I tried to update my phone which I bought from local provider Digicel with Nougat from India or Bangladesh. I got a fail in Odin and now my phone is not recognized by Odin or smart switch and plus the emergency recovery mode is asking me for a password. Can you help here? — Javan

Solution: Hi Javan. In flashing, one of the most important thing to do is to ensure that  you only use the correct firmware. Breaking this cardinal rule can sometimes result to serious consequences, just like your situation. Unfortunately, if Odin can no longer detect your phone, that means that the phone’s Odin software is messed up badly. Try booting to Recovery mode and see if you fix the issue with a full factory wipe (factory reset). If that won’t work, or if you can’t do a factory reset due to Factory Reset Protection, find another phone.

Problem 11: Galaxy Note 5 not making any sound

Phone stopped making any type of sound. No music, no ringtone, no text notification, nothing. Wiped the cache, and it worked for about 5 min. Soft reset, hard reset have no effect. Factory restore has no effect. — Ash

Solution: Hi Ash. Make sure that you check if the speaker is working. You can do that by accessing service mode. Here’s how:

  1. Open the Phone app.
  2. Dial *#0*#.
  3. Tap the box that says Speaker. If your phone makes a sound, then the speaker works fine. If it’s otherwise, you should have the device repaired.

Now, in case the speaker works fine in service mode but not while in normal mode, that can mean that an app may be causing the trouble. Try booting the phone to safe mode to check.

  1. Press and hold the Power button.
  2. Once the Samsung Galaxy logo appears, release the Power key and immediately press and hold the Volume Down button.
  3. Continue holding the button until the phone finishes rebooting.
  4. 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 your phone will make sounds normally while in safe mode only, that means that one of your apps is to blame. Uninstall third party apps until the issue is gone. Make sure to check how sound works after every uninstall.

Problem 12: Galaxy Note 5 missing save contact option after Nougat update

After my Note 5 updated I can’t see menu options like “save contact” in the drop down menu when in a text message. And trying to save the contact it’s all white. It will let me click on it but I don’t know what I’m clicking until I click it. I don’t know how to change it. — Danielleblumenauer

Solution: Hi Danielleblumenauer. First, you want to ensure that you create a backup of your contacts by using Samsung Smart Switch.

Once you’ve copied your contacts safely, clear the data of the Contacts and Phone apps. Refer to the steps above on how to do it.

If wiping the apps’ data won’t work, do a factory reset.

Problem 13: Galaxy Note 5 email not syncing after an update

I have Note 5 and after the update my work email thru MaaS360 is not syncing and sometimes not connecting to the server. I uninstalled the MaaS360 and re enrolled but still same problem. I have this problem after the software update.        — Ishwinder

Solution: Hi Ishwinder. Your issue may be similar to Sara’s above. Please do the suggestions we gave for her.


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