Galaxy Note 5 wifi stops working after uninstalling antivirus app, other issues

Our post for today answer some connectivity issues regarding the #GalaxyNote5. Although connection issues are not as common as other issues we usually discuss, there’s a significant number of users out there that experience them from time to time. We hope that this post will be another good source of solutions for those looking for some answers to similar issues discussed here.

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 mobile data not working

My Note 5 will not connect to mobile data. I go to settings and it is turned on but when I go to internet it says it turned off even though it isn’t. There was no update. I factory reset and it still isn’t working. My text and phone work but when i call support for T-Mobile the call drops on its own but if I call someone else it doesn’t. If you can please call me instead, I am on my dads phone. (Phone number omitted for security reasons). — Mario

Solution: Hi Mario. Since you’ve already factory reset the device without any apparent positive result, the problem may be network- or account-related. This means that you’ll have to check with your carrier if there’s any issue in your account or with their service that may cause the problem. For example, it’s possible that mobile data subscription may be turned off in your account, or in your dad’s. You’ll need to check with T-Mobile to know this. Also, it’s possible that there’s an on-going network issue in your area that affects mobile data service. Again, only T-Mobile can give you an accurate information so you’ll need to talk to them. Alternatively, you can try to insert the SIM card to another compatible phone and see how mobile data works.

Another possible reason why mobile stops working is a incorrect software settings in your device. We don’t know the full history of this phone so we can’t tell what it is. You can start by checking the APN settings of the device. If you don’t know how to do that, contact T-Mobile so they can walk you through the entire process and give you accurate APN settings.

Problem 2: Sprint Galaxy Note 5 can’t use roaming in another country

I have a Sprint Galaxy Note 5. I am abroad, and trying to use my international service. The problem is when I open “mobile networks” on the menu, the “roaming” option is not there. I’ve checked on Samsung what the menu options should be, and it is not what shows on my phone. I have print screen to show you. Sprint can’t help me, they don’t know what to do. Thank you very much. — Monicatcv

Solution: Hi Monicatcv. Roaming is a value added service that should be activated by your carrier first. The activation can only be done while your device is still within your home network, not when you’re already abroad. So, this may the reason why roaming is not an available option under mobile networks right now. To prevent this trouble from happening again in your future travels, make sure to contact Sprint first so they can advise you on how to set your phone up properly.

We don’t work for Sprint so we don’t know how roaming is activated in a Sprint device. There may be other requirements apart from being connected to your their network such as compatibility with the country you’re planning to go to. Keep in mind that roaming works because of agreements your carrier have with other networks. So, if the country you’re going to does not have a carrier with roaming agreement with Sprint, you’ll not be able to use network services there.

Other considerations when roaming is phone compatibility. Remember, Sprint uses CDMA technology and if you got your device from them, you also have a Sprint phone. What this means is that your phone may not be able to work properly with other networks abroad, especially those that uses GSM technology. This limitation is dictated by how your phone’s software and hardware is designed so if it’s not compatible with other networks, you’re out of luck. Again, for more accurate information, make sure that you talk to Sprint technical support team so they can shed light how roaming works.

Problem 3: Galaxy Note 5 wifi stops working after uninstalling antivirus app

Samsung Galaxy Note 5 suddenly stopped connecting to wifi. It started when my Antivirus expired. I removed it and was going to install another one. As soon as it was uninstalled my phone would only connect to the Internet if wifi is disabled and mobile data is enabled. Apps like Google Play and Chrome will say I’m offline if wifi is enabled. However, apps like eBay will “see” the WiFi connection.

My wifi connections are full strength and secured. I have cleared the cache in Chrome, tried another browser, soft reset, hard reset and installed Antivirus I had before the issue again. No change. Now I have icons that are looking jumbled and freezing and errors using the keyboard sometimes or unlocking the phone. Help!! — JG

Solution: Hi JG. Your phone may have a bad app or service so the first troubleshooting step that we suggest is to restart it to safe mode. Here’s how:

  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.

When safe mode is enabled, all third party apps and services be blocked so we expect that wifi will work normally again. If that happens, that means that our suspicion, that a bad third party app/service is affecting wifi function, is true. To fix the problem, you should invest time and effort in identifying the culprit. To do that, you must uninstall third party apps one by one. Make sure to observe how the phone works after removing an app. If wifi works after uninstalling an app, it must be the reason for the problem.

Be suspicious when installing apps

Bear in mind that viruses, other forms of malware, or just plain bugs are sometimes spread by apps. Be very picky when installing one. Be sure to read reviews of other users or do a simple Google search to check if it’s tagged by Android users as unsafe or malicious. Remember, once the app is inside the phone, the developer can do whatever it wants with your data. Unless you have nothing to lose when it comes to personal information available in your device, you should be wary when it comes with apps in general. Some apps can initially pose as legitimate apps (games for example) but later on, the developer may update it by letting in some bad or malicious apps or codes. Depending on the developer’s intention, such an app can steal and sell your information. Worse, a backdoor may be installed in the system so more bad codes or apps can be installed.

Antivirus for Android can’t catch everything

While installing antivirus apps can be a good idea, the first line of defense against malware is you. Some malware are designed to defeat antivirus apps so unless you have a totally effective antivirus app (which sadly is not true at all), the most effective way to avoid bad apps is by screening whatever stuff you let into your device. Unless you do that, it’s only a matter of time before you’ll encounter bugs or serious glitches.

Factory reset your device

If you think your phone is infected by a malware or if there’s a bad app installed, try going back to scratch with factory reset. Doing so will revert all software settings back to their defaults and of course, removes all previously downloaded apps. Here’s how to 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.


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