Dear readers! Welcome to the 7th part of our Samsung Galaxy Note 4 Troubleshooting series wherein I addressed a dozen of problems reported to us by our readers. All these problems happened right after the most anticipated Android 5 Lollipop update.
We actually received hundreds of questions and problems from Note 4 owners shortly after the roll out so here we are doing our best to address every concern reported by our readers. For those who already emailed us, please bear with us if we’re a bit delayed in addressing your concerns. We support a lot of devices and we receive thousands of emails each week. We read every email we receive, we group them according to their respective concerns, and we find solutions for those we’ve chosen to address.
For those who just found us, we do provide FREE Android support. Basically, what we need are details about your problem and what your phone is. You may send your concerns over at [email protected] or post on our Facebook wall, Google+ page or interact with us through Twitter.
Click on a link below to jump to a specific problem:
- Galaxy Note 4 Randomly Reboots After Lollipop Update
- Galaxy Note 4 Text Messages Delayed
- Galaxy Note 4 Can’t Charge Properly
- Disable Notifications On Home Lock Screen
- New Galaxy Note 4 Reboots Every 2 to 3 Minutes
- Galaxy Note 4 Corrupted After Lollipop Update
- How To Convince Samsung The Phone Wasn’t Rooted?
- Galaxy Note 4 Lags/Freezes When Sending SMS & MMS
- Galaxy Note 4 Shows Settings Has Stopped Error
- Galaxy Note 4 Has Poor Reception After Lollipop Update
- Galaxy Note 4 Can’t Get Out of Safe Mode
- Galaxy Note 4 Randomly Restarts
Problem: A week ago, my note 4 had an unfinished software update and every time the network connection drops, my note 4 reboots automatically. I already performed the master reset. Kindly enlighten me, I want my cp to be “normal” again. Thank you very much! — Tess
Follow-up Email: Hi! I have been using my unit for a couple of months now. It had an interrupted software update a week ago, then the following day it started to reboot automatically especially when the network connection is very poor. I have already tried to put it on safe mode, perform master reset, checked network connections, removed the sim card, etc. What else can I do? Help me please bring back my phone to its normal state. Thank you very much! — Tess
Troubleshooting: Hi Tess. If the update process was interrupted, there are two things that could happen; either the firmware was reverted back to previous version or it was successfully installed but with corrupt data. But as you said, you already did a few troubleshooting procedures but the problem remained. I think the new firmware was successfully installed but since the process was interrupted, some of the system data weren’t extracted properly. Inconsistency will often result to reboots, lags, freezes and shut downs.
You need help from your service provider. The firmware needs to be “re-flashed” or reinstalled but the process will be a little complicated plus if you do it yourself, you will void the warranty of your device. So, I’m sorry but there’s nothing much you can do about it but send the phone in for repair.
Problem: My text messaging is all jacked up. I send messages and the recipients may get them thirty minutes to an hour later or not at all. I think this may be being caused by the recent update. Any suggestions. — Aspen
Troubleshooting: Try sending an SMS and see if the phone can send it instantly. If it does, then the problem is with the network and not the phone. Otherwise, your suspicion that the recent update caused it may be true. However, the most common cause why a 1kb worth of text can’t be sent instantly is when the phone is getting poor signal reception. So, make sure you are in the area where the phone gets good signal. Then, if you’re using a third-party messaging app, try to uninstall it first and use the stock one. If the problem remained after that, you have no other option but to hard reset your phone:
- Turn off the Galaxy Note 4 completely.
- Press and hold the Volume Up and the Home keys together, then press and hold the Power key.
- When the Note 4 vibrates, release both the Home and Power keys but continue holding the Volume Up key.
- When the Android System Recovery shows on the screen, release the Vol Up key.
- Using the Volume Down key, highlight ‘wipe data / factory reset’ and press the Power key to select it.
- Now highlight ‘Yes — delete all user data’ using the Vol Down key and press the Power key to begin the reset.
- When the master reset is complete, highlight ‘Reboot system now’ and hit the Power key.
- The Note 4 will restart but it will be longer than usual. When it reaches the Home screen, then begin your setup.
Problem: Hi. I have a Samsung Note 4 that I am experiencing charging issues with and I am hoping you can help. It all started about 2 weeks ago when the phone just shut down and refused to turn, charge, or do anything. The battery was low, but not at the 10% or less that it usually takes to shut it off. I left the phone alone and let it be for a few hours, then I tried to turn it on. It did turn back on, but wouldn’t charge, gave an error message. I turned phone back off and tried to charge it that way, and it did charge back up to 100%. From that point forward for the next few days, it did seem to loose battery life much quicker than normal, but was charging fine again, phone on or off. Then it seemed for the next few days that it was all back to normal, had my usaul battery life back and all was good.
Well this weekend, it started acting funny again. When I would plug the phone in (wall charger, with original Samsung cord and base) to charge while it was powered on, it would beep and say Unable to Charge your device. Make sure that you are using a Samsung compatible battery and charger, and that your device is properly connected to the charger. While this error message was on the screen, the LED light would blink red, and as soon as I would click ok on the error box, the phone would begin to charge. However, if I used the side button to make the screen turn off as to save power, it would stop charging again and I would have to hit the menu button to turn the screen back on, and charging would resume again. All this mind you was with an actual Samsung cord. In my car and at work, I have generic chargers, and the charging with those cords worked just fine, with no issues, no error messages, nothing. So I was thinking, fine, I will just make sure I charge my phone at work and in car and no big deal.
Well I tried the Samsung charger at home last night, as my battery was getting low, and it would not charge at all…got the same error message as before, but instead of me being able to hit ok on error box and it begin to charge, it just constantly popped up the error. I tried powering off the phone in hopes that it would charge that way, but no luck. I just figured maybe the cord was shot, and I would just continue to use my car and work charger. Well this morning, now neither of those work either. So at this point, my phone is at 1% and I no way to charge it. I do not know if this is my battery, or if my charging port is bad. I used to have an iPhone 4 and had a similar problem, and replaced the charging port, and that was it, but that was $60. A new battery is as cheap as $10 on ebay, so just looking for some advice before I go broke trying to make my phone work again. Thanks in advance for any help/advice you can give! Thanks, Brooke.
Suggestion: Hey Brooke. I want to get straight with you; you need help from a technician. We appreciate all you effort in providing every detail about your phone and the problem but all of them point to one thing–there’s something wrong with the power or charging IC. Well, at least, that’s is based on my experience. I’ve seen a lot of problems like yours and they all boil down to one problematic chip.
The other possibility is the charging port; either it’s loose or needs re-soldering. Again, the point is you can’t fix the problem yourself especially if you care about your phone’s warranty. I’m sorry I would have to be brief on this but there’s nothing more to say. We appreciate you contacting us, though. Have a nice day, Brooke!
Problem: Hello Droid Guy, I wonder if there’s a way to turn off the notifications on the home lock screen? I hate them.
I have a Note 4. Thank you for your response. Regards, Sophia.
Tutorial: Hi Sophia. To disable notifications on the lock screen, go to Settings > Sound & notification. Scroll down until you find “When device is locked” tab. Tap on it and there must be an option that says “Don’t show notifications at all.” That’s it!
Problem: Hello, I bought this phone brand new and used it for couple of days, initially it was fine but now it keeps rebooting itself at about every 2 to 3mins. It will suddenly freeze and hang,then reboot itself within few seconds.
I have done the master reset I found in your website but it doesn’t solve d problem. Any way you can help please. Thanks.
Suggestion: If the phone was working fine for a couple of day, then there must have been something you’ve done that triggered the problem, unless the device is problematic out of the box. If the master reset didn’t fix the problem, have it replaced immediately while it’s still within replacement period. I’m sure you don’t want to get stuck with a phone that is defective for years, do you? Of course, you can spend several hours troubleshooting the problem but let’s just be practical here, the easiest way to get a working phone is to have your unit replaced.
Problem: I am writing to you because my new Note 4 that was only 2 weeks old and cost me out of pocket $800 was corrupted when the lollipop update happened. Initially my dial pad was missing the end and send button sporadically. Sometimes you could not end a call because there was no end button and sometimes when dialing a number there was no send button. The screen now freezes up. The Internet is so sluggish its like dial up. I also noticed that the touch sensitivity is horrible. You have to keep tapping and tapping the screen in order to get it to work. My screen is now some ugly puke green color. I called Best Buy here I purchased it and they can do nothing. I called Samsung who could care less and offered if I sent my phone in for 10 -14 days they could work on it or send me a refurbished one. I called my carrier Verizon who was willing to send me a refurbished phone but I declined since my phone was only two weeks old before it was corrupted by this update. I am now paying the remainder of the $800 on a phone that does not work properly. Everyone has let me down and no one has offered me anything to help fix my problem other than sending me a refurbished phone. I’m so disgusted with Samsung especially. Everything in my home is Samsung… tablets computers, TVs refrigerators. This will be the last product from Samsung that I will ever buy and from this point on I will only buy used phones that won’t break my heart or my wallet when these companies rip off innocent people working hard for their dollar like me. I am working with a TV station now to put my story out there so others will know what happen to me. Thanks, Robin.
Troubleshooting: Hi Robin! I am so sorry to hear you’ve been having issues with your phone and no one provided any help. If your positive that the problem started because the firmware was corrupted by the lollipop update, then the best course of action is to master reset the device.
Here’s the thing, if the phone still turns on after the update but some of its features or apps won’t run or open, then some of the data or caches may be the only ones corrupted not the firmware itself. It’s where master reset enters. Honestly, this is the only thing you can do to attempt to fix the problem. If it won’t work, then you need help from your provider or Samsung but it seems like they won’t lift a finger to fix the problem except send you a refurbished unit. Based on experience, this problem can be fixed by simply re-installing the firmware, which needs to be done manually. I’m not sure why it’s so difficult for them.
Question: Hello, lollipop is creating major issues in our household. We own 2 Galaxy S5’s and 1 Note 4. All are experiencing issues since the update but one in particular is seriously damaged and basically nonfunctional. It started running sluggish after update and progressed over next week to turning on and off and overheating constantly. When it reboots, the first screen that shows up is a black screen that says Samsung Custom with a picture of a lock, then it goes to the red Verizon screen then home page until it shuts down again. I took to best buy, where we bought it new 5 months ago, and they said that black screen means it’s rooted and they won’t touch it! Then we took to Verizon and they said it looked like it might be rooted but can’t be sure till they send it in, if it is, the warranty is void. We did NOT root this phone! We had no knowledge this was even possible and had never heard of such a thing. Is it possible the update caused this? If so, how do we convince Samsung and Verizon it wasn’t us?
Answer: The official update cannot root the firmware, so the answer to your first question is no. Samsung has its way of knowing whether the phone is rooted or not so you better let its technicians take a look at it. That’s the only way you can convince (or not) Samsung that the phone isn’t rooted or not. Or, if it was, it doesn’t matter who did it. What matters is it was rooted.
Problem: Hi Droid Guy, I hope you can help me, I have had a galaxy note 4 for 2.5 months. I am finding that when sending messages (both SMS and MMS) there is a considerable lag or freeze with most. I find that it lags when I press send then if I go to write another message straight away, there is a lag/freeze while the previous message is sending then if I am receiving a message while I am writing a message, again, it freezes. The other issue I have is to back out of the message stream that I am in, it lags/freezes as well, this has become so frustrating and I am unsure how to fix it because basically it is soooo slow. I never had this sort of message issue with my old iphone so I don’t know why I have it with this phone when it is so new. Thanks in advance, Rebecca.
Troubleshooting: Hi Rebecca! Clearing the cache and data of the messaging app will fix this problem, although you may lose all your messages. Just follow these steps and you’ll be fine:
- From the Home screen, tap the Apps icon.
- Tap Settings and scroll to ‘Applications’ section.
- Touch Application Manager.
- Swipe left or right to display contents of ‘ALL’ tab.
- Scroll to and tap the desired app.
- Tap the Clear cache button.
- Tap the Clear data button, then OK.
Your Facebook and website has really great help and is organized so one can find help quickly. I really appreciate that.
Two weeks ago I upgraded to Lollipop on my Verizon Note 4 and now have a new problem that I haven’t found discussed anywhere.
When I click on “Sound and Notification” I get a message “unfortunately settings has stopped” and a revert to the home screen.
I want to remove the notifications on the primary screen. It’s annoying to see Facebook posts when I flip the cover open. However, I can change sound volumes with the hard volume button but can’t change notifications.
I have used your advice and have done battery-out soft reboots, app cache and a wipe cache partition wipe- everything short of a factory re-set. I don’t see the irritating problem seriously enough for that.
I was hoping that maybe the problem with the “sound and notification” choice was Lollipop related and not just mine, and that an update would resolve it eventually But since I don’t see other Lollipop posts about this specific issue, I wonder if it might take a factory re-set after all.
Thanks in advance for your suggestion.
Related Problem: Attaching screen shot of the error…”Unfortunately, Settings has stopped.” I get it when I go into settings and try to open sound and notifications, started happening after lollipop update, any thoughts how I can fix the issue? — Brad
Troubleshooting: Hi Dean. The error message “Unfortunately, Settings has stopped” is a sign that the current firmware your phone is running might have some caches or data that are corrupt. That is why, wiping the cache partition often fixes this issue. In your case, however, master reset is necessary not because it’s a guarantee that the problem will be fixed but because you need to know if the firmware needs to be reflashed or not.
For minor hardware or firmware issues, wiping the cache partition and doing hard reset are often very effective. However, there are just problems that neither of these procedures can resolved especially if the problem is with the firmware itself. I understand why you don’t want to go through all the hassles of resetting your phone but that might be the one thing that might save you from all the trouble.
Problem: Hi my name is Chris and I have a Verizon Galaxy Note 4. After I installed the lollipop update, I don’t get near as good cell service as I did. I use to get 5 bars at my house and now after the update, I have to walk around to get even 2 bars. I’ve tried resetting my phone, cleaning the cache, and deleting multiple apps and still no help. Any suggestions on what I can do to improve my service again? Thank you.
Suggestion: Hi Chris. It sure is not a service issue. The fact is, there were a lot of users that complained about it after the update. While the firmware doesn’t have a bug that affects the capability of the device to receive signal, there could be some data that weren’t properly installed during the update because the only solution is to manually reflash the firmware. With that, you need your provider’s tech to do that for you to make sure warranty remains.
Problem: Hi, 2 days ago the message “Safe mode” appears on the Home screen of my Galaxy Note 4 and I don’t have an idea why I have this message appearing on my Home screen. However, yesterday morning I downloaded an application from Play Store and my device is working great. But after a few hours the message showed up on the screen again and I rebooted my phone several times but the message still on the screen. I’m not a tech savvy guy and I don’t know how to fix this annoying issue. Is there any way how can I fix this? Thanks and more power to your site! – Lea
Troubleshooting: Hi Lea. There could be some third-party app messing up with your phone. Usually, the phone would only boot in safe mode without user’s intervention if a third-party app has gone rogue and causing inconsistencies to the phone’s normal processes. The system will reboot in safe mode to temporarily disable the rogue app.
So, if you know which app is causing this problem, go to application manager and just uninstall it. That would surely fix the problem. Yes, it’s simple as that. However, if you don’t know which app is the culprit, you need to wipe the cache partition and if that won’t work, either you uninstall third-party apps one-by-one until the problem is fixed or you backup your data and perform factory reset. Your call!
Problem: Hi, I have Galaxy Note 4 for almost 7 months now. I don’t have any issues about the performance of my device. However, about 2 days ago my device keeps on restarting without a reason. I removed the battery and placed it back but the issue still happening on my device. I called my provider about the issue but the rep told me to factory reset the device but I don’t to reset my device because I have lots of important files stored from it. Can fix my issue? Thanks and more power! — Emily
Troubleshooting: Hi Emily. First of all, if you have a microSD card mounted on your phone, try accessing some files just to check if the card can still be read by the phone. When the microSD card is damaged or corrupted, the phone will try harder to access it but since the system cannot hack its way into the external storage device, the device will reboot after several minutes especially if it has used a lot of RAM during the process. Removing the microSD card often fixes this problem.
However, if the microSD card is totally fine, there might be an app that’s causing the problem. To isolate the issue, try booting the phone in safe mode and observe closely if it will still restart on its own. If not, then find the app that’s causing all this and uninstall it.
In case the problem isn’t caused by a third-party app, then you really have to reset the phone to its factory settings.
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