Note 5 calls keep dropping, no sound during calls, can’t access voicemail, other calling issues

Hello #GalaxyNote5 users! Welcome to another troubleshooting episode for the Note 5. We decided to address some calling-related issues in this post so we hope you’ll find some of our solutions helpful.

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 can’t access voicemail, keeps saying incorrect password, online payment not working

I am having trouble with my Samsung Note 5 using my keypad during a phone call. Everything was fine until just last week I was trying to get into my voicemail but whenever I’d type my password in, it would repeat saying “Please type in your password.” The numbers would be typed but I think the sensor or whatever is broken, not exactly sure. So I started to play around with it and press any number but it would still tell me “Please type in your password.” I’ve also tried making a payment through the phone and it would ask me to choose the following options, I would choose the number 2, yet again it would say “I did not catch your response in time. Please try again.” I constantly pressed the number 2, but I would always get the same response back. I went into my settings to see if anything had changed and everything is still the way I left it. I’m not sure if this problem goes way back to the time I accidentally spilt water into my home key button, which I got a water cleaning done. — Jalisa Begay

Solution: Hi Jalisa. The first thing that you want to know is if you actually have the correct password for your voicemail. If you can access your voicemail via other means apart from using your Note 5, make sure that you try it. Some carriers would allow you to even access your voicemail using a different phone number so make sure that you do that. Once you’ve verified that the password is correct, then there must be a problem with your phone. The digitizer may not be working properly so your network may not be getting the right characters when you try to enter your voicemail password. The same reason may be true why online payment does not work.

Since your phone has a history of water damage, the best thing that you can do right now is to see if hardware malfunction is to blame. We suggest that you do a factory reset to ensure that you eliminate any possible software issue that may be causing the problem. If your voicemail password and online payment continue to fail after that, you must have your phone checked for possible motherboard issue.

For reference, here are the steps on how to factory reset 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 ‘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 2: Galaxy Note 5 calls keep dropping

I have the Verizon Samsung Galaxy Note 5 and it has been dropping all my calls for about 2 weeks. and says there is no signal. Why? I have not changed anything, not my phone, wifi or location where i make my calls from. — Janice_leavitt

Solution: Hi Janice. Calls can get dropped for a number of reasons but if it happens for about two weeks, it may be network-related. To see if that’s the case, you must make sure that you perform all device troubleshooting first. If the problem continue to occur after you’ve covered all bases, you must then contact your carrier for support.

Wipe the cache partition. To kick off your device troubleshooting, we suggest that you do the cache partition wipe. This will ensure that apps load efficiently and works properly. To wipe your cache partition, 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 ‘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.

Install Android and app updates. One of the reasons why a lot of users encounter problems is due updates or lack of it. Make sure that you install the latest available software and app updates. A lot of carrier-provided Note 5 devices are set to automatically install Android updates but if you changed it to manual before, make sure to regularly check if there’s any update you hasn’t installed yet. Carriers and hardware manufacturers like Samsung regularly release updates to fix known bugs. Installing them provides both possible fixes and strengthening of your phone’s security.

Observe the phone in safe mode. Another reason why problems can sometimes occur all of a sudden can be due to poorly coded apps or services. If you tend to install a lot of third party apps without checking whether they are built by reputable developers or not, it’s only a matter of time before you encounter significant Android inconveniences. Fortunately, there’s an easy way to know that and that’s by booting the phone to safe mode. Here’s how it’s done:

  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.

Now that the phone has been set to safe mode, all third party apps and services will be blocked from running. This means that only the preinstalled apps are active. If calls work normally at this time, that means that a third party app is to blame.

Wipe the phone with Factory reset. If the problem remains even when the phone is in safe mode though, the next step in your troubleshooting ladder must be a factory reset. This will restore all software settings back to their defaults. If a glitch or bug that has developed after some time is causing the problem, factory reset should take care of it.

Contact your carrier. If your phone continues to have problems making calls even after a factory reset, there must be a network problem behind it. Make sure to let your carrier know of the issue.

Problem 3: Galaxy Note 5 automatically switches to speakerphone when call is answered

Everytime I either receive a call or make a call, when the call is answered it automatically answers in “speaker” mode. I was told that it’s probably an app that I’ve downloaded on my phone that causes that to happen but after changing out my phone TWICE with T-Mobile, no one seems to know exactly which app causes this glitch. Have you heard of this issue? If so, HELP PLEASE!! — Alicia Jones

Solution: Hi Alicia. If it’s being caused by a downloaded app, observing your phone in safe mode should help you. We haven’t heard of this issue before so it may be an isolated case. Kindly boot your phone in safe mode and see how calling works. Please see the steps on how to restart your Note 5 to safe mode above.

Problem 4: Galaxy Note 5 no sound during calls

I have a new Note 5 replacement phone from a highly rated eBay vendor. It was new in the box and I am now on my second one from the same vendor having the identical problem. My problem is random.

I can make or receive calls and most of the time everything is fine but occasionally I cannot hear the other side of the conversation right from the beginning of the call. When I talk with that person on a repeat call, they say they could hear me just fine. I have even tried replacing the sim card and that did not help. I am at a loss as to what could be happening. 2 different devices, both brand new in the box, a new sim card. nothing is common to both except apps and downloads. I am running Apex Launcher, but I ran that for a couple of years on my original Note 5 and there were no problems. Please help. I don’t know which Android Version I have. — Mark Hall

Solution: Hi Mark. It’s highly improbable to experience the same exact problem on at least 2 devices unless the issue is hardware- or coding-specific. And we don’t thing that’s the case. The most likely reason is a bad app. We suggest that you do a factory reset and observe the phone for a few days when there are no third party apps installed. If calls work normally after a factory reset when there are no apps installed, that’s proof that’s proof that one of your apps is problematic.

 


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