Samsung Galaxy Note 5 can’t recognize owner’s fingerprints, emails & calendar entries deleted after an update, other system issues

In this post, I will address some system issues reported by Samsung Galaxy Note 5 (#Samsung #GalaxyNote5) owners. We did receive a lot of emails from our readers and many of them have the same problem. There are times when firmware updates cause more problems rather than fix pre-existing issues with the phone. We, being Android enthusiasts, are willing to help you fix them and if you’re currently bugged by an issue, read on to see if your concern is among the ones I addressed here.


The first problem is about a Note 5 that has been locked out as it failed to recognize its owner’s fingerprints and since it’s not connected to the internet, both the backup password and Find My Mobile service won’t work. Continue reading to know what to do if ever this happens to you.

There are more system issues I cited in this post so take time to skim through it. If, however, you are looking for a solution to a different problem, then visit our Note 5 troubleshooting page. We list down every problem we address each week so there could already be an existing solution to it or there are related issues whose solutions may also work with yours. You may also contact us by filling up this form in case you can’t find an issue related to what you have or the solutions we suggested didn’t work for you.

Here are the topics I covered here…


Galaxy Note 5 can’t recognize fingerprint

Problem: Hi. Suddenly I realized fingerprint is not working. It requires backup password, which I do not remember. And I doubt it would work even if I do remember it. There is an option: unlock via google – but it did not work. I guess because it is not connected to internet. Another option is to unlock from address, but it does not work because not connected. I’d be very happy if you can help me. Regards, Ibrahim.

Troubleshooting: All remote access features in your phone won’t work if it’s not connected to the internet and in your case, there’s no other option left to regain access but a master reset. The compromise is that all your data, files, settings, pictures, music, videos, etc. will be deleted.

How to do master reset on Note 5

  1. Turn off your Samsung Galaxy S6 Edge.
  2. Press and hold the Volume Up, Home and Power keys together.
  3. When the device powers on and displays ‘Power on logo’, release all keys and the Android icon will appear on the screen.
  4. Wait until the Android Recovery Screen appears after about 30 seconds.
  5. Using the Volume Down key, highlight the option, ‘wipe data/factory reset’ and press the Power key to select it.
  6. Press the Vol Down button again until the option ‘Yes — delete all user data’ is highlighted and then press the Power key to select it.
  7. After the reset is complete, highlight ‘Reboot system now’ and hit the Power key to restart the phone.

I hope this helps.

Related Problem: I set up my finger lock screen and I’ve forgotten my back up password. I already got back into my device, I would just like to know if there’s a way that I can change the back up password. I’ve looked around in the settings and I can’t find anything. Is there a way to do it without having to just reset my phone?

Outlook email and calendar entries lost after an update

Problem: After the recent update (N920VVRU2AOJ2), my Outlook email and calendar will no work.  I have lost all of my calendar appointments, and I show up as unknown on my work email when I email something to myself at work.  It worked great until the update and my husband has tried several things to resolve it.  I need my calendar!  Any ideas what’s going on?

Answer: If other data and files got deleted from your phone aside from your emails and calendar entries, then your phone may have been reset during the update process. We did receive reports from owners who also encountered this problem although it’s not exclusive to the Note 5. Unless you’ve synced your phone with your Google account, it is impossible to restore those entries.

In case the phone wasn’t reset and some apps crash during launch including the email app and Calendar, then you just have to wipe the cache partition and your entries may still be restored. Don’t worry, wiping the cache partition won’t affect any of your data:

  1. Turn off the device.
  2. Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
  3. When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
  4. When the Android System Recovery screen appears, release the Volume Up and Home keys.
  5. Press the Volume Down key to highlight ‘wipe cache partition.’
  6. Press the Power key to select.
  7. When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
  8. Press the Power key to restart the device.

Note 5 showing “Kernel is not SEAndroid Enforcing” error

Problem: I bought a Galaxy Note 5 SM-N920I, this model is original from Singapore and I have the problem of “Kernel is not SEAndroid Enforcing.” I read your solution but the firmware from SamMobile is not going to help due to I live in Colombia, I need some Spanish version which can work here.

Answer: All firmware are released based on the models of the devices that will receive them and not based on the language users prefer. Install the most appropriate firmware based on the model of your phone and change the language later.

Note 5 S Pen stopped working

Problem: My S Pen suddenly stopped working. Everything I read about this happening says the user for some dumb reason put the stylus in backwards. I have not. I pulled out the pen and it comes up like it’s going to work but it doesn’t. When I hover the pen, the options show up but it won’t click anything or write anything. Any suggestions? Only had about a month and only used pen a few times.

Answer: Have you read about reports of defective S Pens? There were a lot more users reporting this problem than those who said they placed the stylus backwards. Contact your provider and see what they can do about it but don’t get your hopes high since the S Pen is only an accessory so it may not be included in the warranty.

Note 5 touchscreen not responding

Problem: Touch is not responding. Am only able to use the s pen. Prior to this i had extremely slow lag time with phone unlocking password. The problem occurred on one random night and have not been able to use the touch option since. The phone was new and nearly 1 month.  I bought it October 3rd. How can I resolve this to use my touch option again? Why is it not recognizing touch?

Troubleshooting: You’re not the only one having this issue. In fact, we already received emails from our readers who were complaining about his very same problem before. The most common solution or workaround is to press and hold the Volume Down and Power buttons for 20 seconds to force reboot the device. The touchscreen will then function after that, however, if the problem keeps happening, it’s probably a hardware issue. You need to get an authorized Samsung technician or call the manufacturer directly. However, you will be advised to perform the master reset before sending the phone in for repair.

Can’t continue setting up the Note 5 after password change

Problem: I had to reboot my Note 5 and now It says ,”sign in using one of the owners accounts” I changed my password because my phone kept saying incorrect username and password. This was on Friday it’ll be 72 hours tomorrow. Is this normal? My email one password works when I log into my account with my tablet or a PC. Thank you

Answer: It’s an additional security feature Google implemented and all you got to do is wait for 72 hours and setup your Google account on your phone. It should work after that.

Note 5 reverts to Samsung keyboard as default

Problem: Hi, Note 5 default keyboard is Samsung format. I want to use Swiftkey as default. I select Language and input, Default keyboard, Select SwiftKey Keyboard. I then go to Set up input methods and deselect Samsung keyboard. This usually works for about 1/2 a day. The system then defaults back to Samsung keyboard. How do I get the SwiftKey keyboard as my permanent/default keyboard? Thank you for your help. — Tom

Answer: This problem has been rampant a year ago; it was happening with S3, S4 and S5. It has already been addressed by Samsung so I’m quite surprised to know that this issue still exists today and it happens with the Note 5. That said, try to see if there’s an available update for your phone and download it. If there’s none, check if there’s an update available for the SwiftKey. I would also suggest that if the problem continues, you should consider doing the master reset. If the problem remained after that, then contact Samsung and SwiftKey about it. Maybe they could help.

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2 Replies to “Samsung Galaxy Note 5 can’t recognize owner’s fingerprints, emails & calendar entries deleted after an update, other system issues”

  1. As for the s pen not working, mine just did that and I found that the button on my s pen was stuck in the depressed position. Got it unstuck and now we are back in business.

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