Samsung Galaxy J5 Screen Randomly Turns Off Issue & Other Related Problems

The #Samsung #Galaxy #J5 is one of the budget offerings of the company that although has low end specs can deliver a smooth user experience. Appearing in the market in 2015 this model has been refreshed every year since then. The 2017 version of this phone has a 5.2 inch Super AMOLED display with HD resolution, has an octa core processor combined with 2GB of RAM, a 13MP camera, and a 3000mAh battery. Although this is a solid performing device there are instances when certain issues can occur which we will be addressing today. In this latest installment of our troubleshooting series we will tackle the Galaxy J5 screen randomly turns off issue & other related problems.

If you own a Samsung Galaxy J5 or any other Android device for that matter then feel free to contact us using this form. We will be more than happy to assist you with any concern that you may have with your device. This is a free service we are offering with no strings attached. We however ask that when you do contact us try to be as detailed as possible so that an accurate assessment can be made and the correct solution can be given.  

If you would like to browse the previous parts in this series then check out this link.  

J5 Screen Randomly Turns Off

Problem: I’ve had an J5 for almost 2 years, and I have issues with WiFi connections and glitchy screens. Starting since October, my phone screen won’t turn on, despite functions still working. For example, my morning alarms will go off, but there’s no visual that appears on the screen, just the noise of my alarm going off. My screen will flash when I try to turn it on with Home key or Power button, and I usually resolve this by removing the battery multiple times until the Samsung restart screen reappears. This issue happens most often when I’m connected to my home Wifi, and I notice that it doesn’t happen when I’m at under homes with private Wifi, or when I’m solely connected via data. I talked to some friends who work in the cell phone industry, and they told me that I either received a faulty device, or I’m having Wifi radio signal issues that are affecting my phone screen. My phone often will glitch right when I need to use it, and it takes me roughly 2 minutes of removing and inserting the battery repeatedly until it turns on. I’ve tried Safe Mode, minimizing my app number, and restarting multiple times. I’ve only had the device for less than 2 years, and it hasn’t suffered any severe damage. I’m not sure if this is cell phone network specific, but I have Verizon, and since this summer, my phone will not connect with any public Wifi. Library, Starbucks, Airport, any offered public and free Wifi, my phone will recognize, and attempt to connect, but results in no Internet connection. This caused me severe difficulty when I traveled over the summer, and was unable to use basic apps like Google Maps that required the Internet. My main issue now is a faulty and glitchy screen, that glitches unexpectedly, but most commonly occurs when I’m connected to WiFi.

Solution: The best thing that you can do right now is to backup your phone data then do a factory reset. This will allow you to check if the problem is caused by a software glitch. Make sure your phone is running on the latest software update when you do this. Once the reset is complete do not install any apps in your phone just yet. Try to check first if the issue still occurs. If it does then this could already be a hardware related problem possibly caused by a faulty Wi-Fi chip since the problem seems to be triggered when you connect to a Wi-Fi network. If this is the case then you will need to bring the phone to a service center and have it checked.

J5 Email Loading Messages Error

Problem: I have a problem with my Galaxy J5 that started only recently. Using Android email connected to a hosted Exchange server when I go to reply to an incoming email the item opens OK but I then get the pop up “loading messages” and it doesn’t go away unless I press the Back button on the phone.  I can type the email then but it won’t send.  My only workaround is to save it as a draft, close and reopen email then open the draft and it will then send OK. It has always worked fine before so I am puzzled as to what might have changed to cause this issue.

Solution: It’s likely that the problem is caused by a glitch in the email app. To fix this problem you should clear the cache and data of the email app from the application manager. Once this is done you will need to setup your email account again as it will be deleted in the process.

In case the issue persists then proceed with the troubleshooting steps listed below.

  • Check if an app you downloaded is causing the problem by starting the phone in Safe Mode. Once in this mode only the pre-installed apps are allowed to run. If the issue does not occur then it could be caused by an app you downloaded. Find out what app this is and uninstall it.
  • Try wiping the cache partition of the phone from the recovery mode.
  • Backup your phone data then do a factory reset.

J5 Screen Is Black But Will Still Ring

Problem: hi i have a samsung j5 it was working fine then the screen went black, no lights are working on phone but the phone will still ring through and take screenshots when holding the power and home button together. i have tried removing battery and then powering it back up and nothing. also tried holding the volume button, home key and power button together still nothing. i’ve also left it on charge overnight still nothing although the alarms still worked this morning. is there anything else i could try please

Solution: The best thing that you can do right now is to check if the display works in recovery mode and if it does then there’s a possibility that the problem is caused by a software glitch. You will need to perform a factory reset from here. Take note that the reset will erase your phone data.

If the display does not work even in recovery mode then there’s a possibility that it is faulty. You need to have this checked and possibly replaced at a service center.

J5 Call Gets Disconnected

Problem: I recently got a Galaxy J5, it is used. I have an AT&T plan with the $45 dollars a month on it. I can’t make a phone call on the device and when I do try it says call disconnected before it even dials out.

Solution: Since this is a used phone I recommend that you start this fresh by doing a factory reset. If you have any data stored in the phone then make sure to have a backup copy as it will be deleted during the reset. You also have to contact your service provided and inquire if your account is active and can make phone calls.

Before making a call make sure to have a good signal reception as sometimes if the signal is too low you will not be able to make a call.

J5 Stuck In Updating Contacts

Problem: My contacts list is saying “updating contacts” and I have not recently updated my phone. I’ve already tried soft reset, turning off sync, manually syncing accounts, and clearing the cache. Absolutely nothing is working and I don’t know what else to do. When I go to my groups I can see all of my contacts there but I can’t get to them anywhere else. This just started happening today randomly, please help I don’t know what else to do.

Solution: To fix this problem you will first need to make sure that your phone is running on the latest software update. Once this is done perform the steps listed below.

  • Pull the notification bar and toggle the sync button off.
  • Reboot your phone.
  • Open the Contacts app.
  • The updating contact list should not appear

If the issue persists then you will need to clear the cache and data of the contacts and contacts storage service app from the application manager.

J5 Stuck On Boot Logo

Problem: I got my galaxy j5 which is stuck on the logo which is nothing to go further. I have been hard reset it to full erase it but still the same thing, Kindly looking forward hearing from you.

Solution: If you have a microSD card installed in the phone then try removing it first then start the phone in recovery mode and perform both steps listed below.

  • Wipe the cache partition of the phone from the recovery mode.
  • Perform a factory reset.

If the issue persists then this could already be caused by a faulty hardware component in which case you will need to bring the phone to a service center and have it checked.

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Chad Buenaflor

Chad has been in the tech industry since 2000. He has a degree in Electronics Engineering and is interested in the hardware and software side of technology. Initially working for a Japanese semiconductor company as a Test Engineer for nearly 10 years, he then pursued his passion for internet technology by working for the support team of Time Warner Cable then finally joining TheDroidGuy as one of their troubleshooting and tech writers. On his free time he plays his favorite games on his PC, Xbox Series X, and Android phone. Contact me at Email

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