Today’s #GalaxyNote5 troubleshooting article tackles two issues — no charge problem, and a rare Facebook Messenger bug. We continue to receive requests for assistance from some Note 5 users every day so if you are yet to see your own issue published, keep watching for future Note 5 posts in the coming days.
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.
Problem 1: Galaxy Note 5 cracked screen after accidental drop, charging port not working properly
Hello. Thanks so much, in advance for any assistance. Long story short, I dropped it and shattered the display. While there was still battery left, it was completely black, but the indicator light stayed lit, and the action ‘keys’ on the bottom stayed lit. About every 10-20 seconds it would vibrate briefly once (my standard text message notification) Eventually, the battery drained. But now it doesn’t seem to want to charge at all (so I can plug it into my laptop to download the contents (pics, etc etc). I plugged it into a known working charger for over an hour, and no indicator light. I then connected it to my laptop.Â *real time update*Â Ok, after being plugged into my laptop for a while, I finally got a light, and I think I managed to turn it back on.Â But now, I think it’s stuck in some sort of power up / off cycle.Â My laptop keeps making the tone that something got plugged into the usb…but then almost immediately after, is the disconnect sound…and then the phone does it’s quick vibrate. Any help on this matter would be greatly appreciated. Thanks again, in advance! — Terry
Solution: Hi Terry. To be frank, your phone requires repair whether you like it or not. The screen’s current state, where it remains black, is an obvious indicator that it has stopped working after the accidental drop. The least that you can expect is a broken monitor, one of the three major components of the screen assembly. Even if the two other components — digitizer and flex cable — are working normally, you still need to have replace the LCD/monitor if you want to have a normally working screen. There’s no software tweak that you can do to fix it.
Secondly, the charging issue you’re experiencing is most likely another negative effect of that drop. The charging port was most probably damaged due to unnecessary shock. Like the screen, you’ll need to have this certain component checked by a technician so it can be repaired or replaced.
Data recovery tools will most likely fail to retrieve your files in this case because the charging port is damaged. Also, access to the storage device will be difficult, if not outright impossible because the screen isn’t working as well. Any other device like a computer trying to access your mobile’s storage device will need permission from a user, which can only be done by tapping an option on the screen. As long as the screen remain inoperational, there’s very little to nothing that you can do software-wise.
The best course of action for you in this situation is to contact Samsung so they can repair the phone or replace it. Since your phone is clearly misused, the standard warranty will most likely be voided. In other words, repair will not be free in this case. We highly recommend that you let Samsung do the repair though to be sure that it’s done by properly trained technician. Repair cost for both Samsung service center and an independent service center will most likely be the same.
Problem 2: Galaxy Note 5 won’t charge via cable or wireless pad
Hey guys. First of all, thanks for this page – you guys obviously help a lot of people and you probably don’t get enough thanks. I’m hoping you can help me some more. I had the issue with my Note 5 no longer charging via cable. I tried all the methods on your help page, and nothing worked (even factory reset), so I decided it was the port that was damaged, so I bought a wireless charger. Wireless charging worked fine for a week or so and then it stopped. It gave a charging symbol, but the battery % never increased. I tried different charging ports (plugged it into a PC, a belkin, an iPad charging port, a powerboard with USB), different cables, airplane mode, turning it off, safe mode – everything. I then tried all the troubleshooting methods on the help page again, and when I cleared the cache partition it worked again. It charged just fine, but then about a day later when I left it to charge overnight it again did the same thing.Â I am now finding that I need to clear the cache partition every time I want to charge, which as I’m sure you can imagine isn’t ideal. I gather this must mean that there is some kind of software update that is being corrupted every time it tries to update automatically. I have gone through and deleted all apps that I no longer use, but still the same issue. Do you have any suggestions for what I can do now to solve this issue? Has anyone had any idea on a specific app that is corrupting their cache or leading to the issue? Thanks. — Adrian
Solution: Hi Adrian. Under normal circumstances, factory reset should fix most issues with software-related causes. The only exceptions to this rule includes the following:
- problem-causing app is reintroduced after doing a factory reset
- the installed operating system is inherently flawed (coding issue)
- hardware malfunction
If you’ve already eliminated the possibility of a third party app causing the problem by doing a factory reset and observing the phone for at least 24 hours when there are no additional apps installed, then any of the two remaining reasons above must be the cause.
At this time, we’re not aware of any firmware version of Note 5 that can lead to the situation you’re in. If your Note 5 was provided by your carrier, make sure to contact them and report the trouble. This will allow them to create a ticket for the issue and to allow you to get firsthand information from them if it’s a known issue with the firmware running on their device.
If it’s not a third party app or a firmware coding issue, then bad hardware must be behind the trouble. A technician needs to check the device in person in order to run diagnostics. It’s possible that one or both of your Note 5’s power management ICs is problematic. Being unable to physically check your phone though means that we can only speculate at best.
If your Note 5 is still covered by a warranty from Samsung, we suggest that you use that to have the device repaired for free. Otherwise, you’ll have to invest in a paid repair to have a working device again.
Problem 3: Galaxy Note 5 Facebook Messenger app won’t work with bluetooth keyboard
My Samsung Note 5 connects to a bluetooth keyboard. Works great with email or any other typing need EXCEPT Facebook Messenger. I swear I used to be able to type on my BT keyboard in FB Messenger. And now, all it does if I try to use my keyboard is it causes it to “exit” from the “keyboard which comes up on the screen.” 1. I go into a person I want to send a message to.Â I touch the message area.Â 2.Â It opens the area that says:Â “Type a Message”Â 3.Â If I try to use the Bluetooth Keyboard, it just returns to the non typing “state” of the screen.Â Â What happened that I cannot use an external BT keyboard on FB Message, but can on everything else. I can use it to type what I want to create posts on FB?Â Â EVERYTHING!Â Just not messenger.Â Very frustrating.Â Â I have updated my Samsung and it was restartedÂ not long ago at the TMobile store (as I had a problem in that it could not receive phone calls correctly).Â They updated that issue with a software fix so that my phone would work.Â But this “BT keyboard” issue has been going on for months before and after the restart.Â Â So the “reboot” or “restart” or “reset” whatever you call it, didn’t fix it.Â Â Thanks for letting me know.Â All I could find was that people want to “send” the message from their keyboard … and that didn’t bother me not being able to do that?Â I just want to type on my “big a**ed BT keyboard” on FB Messenger!Â LOL. Also, my phone says my software is up to date with Android Version 7.0 – with Nov 1 2017 Android security patch level. — Linda
Solution: Hi Linda. It’s our first time to receive a report like this so we can’t really say for sure if it’s an isolated case or a common one. The closest other forums have to your case is mentioned in this Google search page result. No one mentioned the same exact scenario you’re in though so there’s a chance that it may be caused by something unique in your device.
We suggest that you try the following:
- Back up your data (photos, videos, music, contacts, etc.)
- Factory reset your Note 5 (steps provided below).
- Reinstall Facebook Messenger only (no other apps) and observe how it works when using Bluetooth keyboard.
- Contact Facebook Messenger team.
For reference, these are the steps on how to factory reset your Note 5:
Turn off your Samsung Galaxy Note 5 completely.
- Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
- Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
- Once the Android logo shows, release both the Volume Up and Home buttons.
- 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.
- Use the Volume Down key to highlight the option ‘Yes — delete all user data’ and press the Power key to select it.
- 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.
- The reboot may take a little longer to complete but don’t worry and wait for the device to become active.
How to contact Facebook Messenger support
Letting Facebook support team that there’s a bug in their product is easy. Just open the Facebook Messenger app, click on the small account icon at the top right, and tap on Report a problem. When creating a report bug, try to be as clear as possible and make sure that you include some relevant changes you did before noticing the problem. For example, if this issue occurred after installing a new Android update, be sure to mention that to help developers point their troubleshooting to a good direction. You can also include the troubleshooting steps you’ve done so far like the ones we suggest above.