Fix Samsung Galaxy Note 5 “Error retrieving information from server” error, Music app crashes, other app related issues

In this post, I will tackle some application issues any Samsung Galaxy Note 5 (#Samsung #GalaxyNote5) owner may encounter including the issue that occurs when trying to download/install app from the Play Store showing “Error retrieving information from server.” Read on to learn how to tackle this issue as well as fix other problems I cited here.


If you are trying to find a solution to a different problem, then visit our Note 5 TS page where we list down every problem we address each week. Find issues that are related to yours and use the solutions we suggested. If they don’t work for you, then contact us by filling up this form accurately.

Here are the problems addressed in this post…


Galaxy Note 5 shows “Error retrieving information from server”

Problem: Error message: Lyft – Taxi can’t be downloaded. Try again, and if the problem continues, get help troubleshooting. (Error retrieving information from server. [RPC:S-7:AEC-7 7S3U-3HCS-6VDXSJ])

Troubleshooting: First of all, I want to thank our reader for specifying the app he was trying to download when the error popped up but it’s not actually an app issue but a Play Store problem and is related to Google accounts. This error message more often appears when you have setup at least two Google accounts (one for daily use and one for payments) in your phone. The solution is to nominate one primary account and remove the other. If you already purchased an app or update using your pay account, it should be the one to remain and not the other.

Galaxy Note 5 Music player crashes

Problem: I was being told to factory reset my phone (Galaxy Note 5) due to my music player always been crashing . When it crashes i have to restart my phone because when it crashes . It cant even watch Youtube videos and so on . No sound will be out when it crashes ( it freezes) . I tried other 3rd party application it doesn’t work either. It just freezes like the sound “errrrrrrrr…….” all the way.

Troubleshooting: Does the music player crash every time you use it? When did this problem start? Did you update your phone recently? Does it happen to all your music tracks?

If the problem occurs every time you use the music player, then it’s more of an app issue than anything else. So, try clearing the cache and the data first before you proceed to other troubleshooting procedures.

  1. From any Home screen, tap Apps.
  2. Tap Settings.
  3. Scroll to ‘APPLICATIONS,’ then tap Application manager.
  4. Swipe right to the ALL screen.
  5. Scroll to and Music.
  6. Tap Clear cache.
  7. Tap Clear data, then OK.

If the problems started shortly after a firmware update, there’s a chance some caches got corrupted during the process. In this case, you have to try to wipe the cache partition by booting your phone in recovery mode:

  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.

In case it doesn’t occur every time you use the music app but manifests while playing certain music tracks, then it’s not a problem with the app but your music files. You may try converting them or replacing them with tracks that don’t have issues.

If all else fails, then do what others suggested you do–reset. But try doing the master reset instead of the simple factory reset.

  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.

Facebook won’t sync contacts on Note 5

Problem: Suddenly fb will not sync with my contacts. This started about -weeks ago. No software update. Called my carrier and they told me to contact samsung. Still won’t sync.

Troubleshooting: First of all, make sure you have an active internet connection and secondly, check if sync settings are enabled. If the sync is still unsuccessful, uninstall Facebook and install it back. There were a lot of reports from owners who have the same issue and this very simple procedure helped them.

Galaxy Note 5 floating Air Command icon gone

Problem: I was using my s pen and the air command icon was in my way. I was dragging it to the top of the screen and before I knew it, the trash bin popped up and the icon went in it!  How can I retrieve air command? Thank you!

Troubleshooting: First of all, Air Command wasn’t lost. In fact, it can’t be uninstalled as it came pre-installed on the Note 5. In your case, the floating icon was hidden and one way to bring it back is to make sure Air Command is selected in Detachment options. Under Settings, go to S Pen, then Air Command; disable it and just enable it back. If that won’t work, then do the factory reset to bring the phone back to its default settings and that means bringing the Air Command icon back to its original spot.

Galaxy Note 5 can’t load map in Uber

Problem: Since using my Samsung Note 5 I have not been able to load the map in Uber. I have restarted my phone, updated the app, uninstalled-installed it, restarted my phone, did soft reboot but still no map was loaded. It cannot be a connection problem because I have tethered my Samsung Noted 5 to my other Samsung phones and the Uber map was loaded.

I also have this persisting problem with youtube whenever I try to sign into my account.  The error message “Please check your network connection” keeps on popping even if my signal is H+ and I am able to watch videos without logging in. Hope you can help me with these concerns. Thanks!

Troubleshooting: It’s not a common problem but it could happen to anyone. It’s probably just a system glitch or a bug. Try booting your phone in safe mode to find out if it still happens even if all third-party apps and services are temporarily disabled.

  1. Turn off your Galaxy S6 Edge.
  2. Press and hold the Power key.
  3. When ‘Samsung Galaxy S6 Edge’ appears, immediately release the Power key and then press and hold the Volume Down button.
  4. Continue holding the Volume Down button until the phone finishes the restart.
  5. When you see Safe Mode on the lower left corner of the screen, release the button.

If the error still pops up and the problem persists even in safe mode, try wiping the cache partition and if that won’t fix the problem, the master reset will. Just don’t forget to backup all your important data as they may be deleted during the process.

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