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Sprint Galaxy S6 edge plus won’t work on Boost Mobile network, wifi keeps dropping, other issues

Hello Android community! Welcome to another episode of our #GalaxyS6 troubleshooting. This post brings you 11 more S6 issues taken from reports from some of our readers.

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.

Below are specific topics we’re bringing for you today:

Problem 1: Galaxy S6 camera is blurry after camera glass was broken

I have an S6. I broke the rear camera glass and all pictures after that were blurry. Thinking it was the glass, I found a replacement online. Got it, then replaced it. It’s still blurry. I swear it was working right for a few days but now I’m not sure. I do know that very up close it is clear, distance is blurry. I’m not sure if it was like that with the broken glass. so the real question is whatever punctured the glass, did it just damage the camera and should I just replace it? — Neolithicfool

Solution: Hi Neolithicfool. Well, there’s really no telling at this point. You should try to narrow down the possible causes to know. Unnecessary shock when your phone was physically impacted may have damaged the camera assembly, or a component that handles camera function. To know which is which is impossible. If you can have the camera assembly replaced and the issue remains, you can assume there’s a fault in the motherboard somewhere.

Problem 2: Unable to renew license for TruthSpy app in Galaxy S6

Hi. I am using a Galaxy S6. I have been using spy app named truth spy since a year ago. it was working good. after some period i renewed my license and again downloaded the app. it downloaded but it is not linking with my account (spy account.) this is a hidden app and only shows in system service account but system service seems like dead. whenever i go to my desktop account, it says that no device is linked. i updated supersu already but it shows same. i wrote to truthspy site help desk but didn’t get response. Please, can you help in this regard? Thanks. — Omer

Solution: Hi Omer. We’re not familiar with this app and has never used it before so there’s virtually nothing that we can say about it. You seem to have an app-specific issue though so the best course of action for you is to contact the developer. We know you tried that already but we can’t help you with this one. The licensing function and linking of your accounts may only be done by the developer so kindly work with them to resolve the issue.

Problem 3: Galaxy S6 wifi dropping connection randomly

Hi there. I’ve noticed some wifi issues with my phone for the past week. The wifi will be on for sometimes on my phone and suddenly when I think I’m connected it’s not. I don’t think it’s the Internet because every other phones are connected fine in the house as well as the computers. I’ve forgotten the wifi and connected again nothing. I even got close to the wifi box but it still does it. Thanks for your help in advance. — Lili

Solution: Hi Lili. Did you do anything different before noticing the problem like install a new app or update? If you did, try to undo it and see if it will help. For example, if you installed a new app before wifi started acting up, uninstalling it may fix the problem.

If the issue just occurred all of a sudden, it’s still possible that another app is causing it. Try to restart your phone to safe mode and observe it. If the problem won’t occur while it’s in this mode, that’s a confirmation of our hunch. To fix the problem, you must uninstall apps one by one until you’ve removed the problematic one. Here are the steps on how to boot your phone to safe mode:

  1. Press and hold the Volume Down and Power keys for 20 to 30 seconds.
  2. Once you see the Samsung logo, release the Power key immediately but continue pressing the Volume Down key.
  3. Your phone should continue booting up and you will be prompted to unlock your phone as usual.
  4. You will know if the phone successfully booted in safe mode if the text “Safe mode” is displayed at the lower-left corner of the screen.

If nothing will change even when your device is booted to safe mode, try reverting its software settings back to defaults by doing a factory reset. Here are the steps:

  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 Volume 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.

Problem 4: Sprint Galaxy S6 edge plus won’t work on Boost Mobile network

How can I flash Galaxy S6 edge+ phone from Sprint to Boost? I bought it on eBay and they told me that it will work with Boost as a carrier because it’s a Sprint phone. It’s unlocked and clean. Boost said they do the S6, but they won’t do the S6 edge+. I see that if you pay someone they can do it, but is it something I can do or you can teach me??? 😀 Or is it something that I should not mess with? Thank you for your help in advance!! 🙂 — Robin

Solution: Hi Robin. If by flashing you mean to erase Sprint’s software from your phone and replace it with Boost software, you cannot. A Sprint phone won’t work with a software or firmware from another carrier. What you want to do here is to network unlock the device so you can register it to Boost network and use their services. However, and this is an important point, a network unlocked device may still not work, or may have some missing features when used in another network. For example, Verizon phones may have problems sending and/or receiving MMS when used in other networks.

Now, that’s actually easier said than done. First, you want to make sure that it was properly network unlocked by Sprint. There are a number of requirements that must be met before a Sprint device can be unlocked. Kindly check this link for a complete list.

If the previous owner did not unlock the device prior to selling it on eBay, you won’t be able to operate it in another network at all.

Secondly, assuming the device has been properly unlocked, it still must be interoperable with another network in order to work. We know that Boost Mobile in US is a mobile virtual network operator for Sprint, which means that it uses the latters hardware like towers and related infrastructure to serve its customers, but compatibility can still be an issue. If you’ve already talked to the customer support of Boost and they confirmed that your particular device won’t work on their system, you’re out of luck. There’s nothing that you can do about that.

Problem 5: Galaxy S6 lost GPS signal when using Google Maps app

I did the latest system update last Friday and on Tuesday as I was using Google Maps. It all of a sudden said GPS signal lost and ever since then Google Maps no longer gives voice directions. When I first plug in the addresses it will say something like there is usual traffic on your route you should arrive by such and such time and then that’s it, no voice directions until I arrive at my destination it will say Your destination is on the right. — Kira

Solution: Hi Kira. Try to wipe the cache of Google Maps app first and see if will do the trick. If not, you can then wipe its data. Here are the steps on how to do both:

  1. Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  2. Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6 or 7.
  3. Once in there, click on an application.
  4. You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more. These are all clickable items. You’ll want to click on Storage.
  5. You should now clearly see the Clear Cache and Clear Data buttons for the application. Do the Clear Cache option first.

Problem 6: Galaxy S6 infected with a keylogger

Hi. So we have found out there is a keylogger software in the Galaxy S6 edge installed as someone has got all our pictures/videos/call info etc. and have been using it against us. Now we have no idea how they installed it as it’s got fingerprint password. (also we do not know this person personally) so we have factory reset the phone 2 times, changed SIM, no SD card, and yet it started again 2 days ago. New cloud account and no longer have viber, skype, whatsapp, Facebook installed. I don’t just want to bin the phone; it’s a few months old. Can you help? — Claire

Solution: Hi Claire. It will take very advanced and sophisticated tools and hacking skills to install a malware like a keylogger to a recently factory reset device. Since malware cannot exists in a vacuum, (1) it must have been installed by one of the apps you re-installed after a factory reset, or (2) the factory reset that you performed did not actually get rid of the malware in the first place (we’re not aware of any such malware though). Factory reset, especially the one done via Recovery mode, should revert all software settings to their defaults and erase any app added after the initial setup.

If you’re positive that your phone is still infected by a malware and it’s being used to harass you, we recommend that you seek the help of law enforcement agencies in your locality. There’s no better option for you in this case. Keep in mind that you’re a target of a cyberattack, which is a crime. Involvement of proper authorities is the best course of action for you. Be sure to present your infected device as evidence to help law enforcement personnel track the responsible party.

Problem 7: Water damaged Galaxy S8 won’t turn on

Good Morning. I have a Samsung Galaxy S6. My wife washed my phone in the washer. Now it is not turning on. I have tried leaving in rice for more than a day, putting it on top of house vent for hours. Nothing worked. The night phone got damaged and we put it on the house vent, a green light came out on the message notifier screen. Phone is not charging (light not coming on). My phone as a damaged front and back glass. Please let me know. Thanks! — Sahir

Solution: Hi Sahir. Putting a wet electronic device in a bag of rice to dry is just one of the emergency steps a user must do. However, it won’t fix a problem, especially if the device is already showing obvious signs of hardware damage like failing to turn on, or failing to charge. Have the phone checked by a professional so it can be assessed if a repair can still bring it back to its normal working order. There’s no software trick that you can do to fix a non-working phone following a water exposure.

Problem 8: Galaxy S6 battery drains faster after an update

My phone recently updated and, for the past few days, has been showing that it’s charging very quickly, but also drops in battery life very quickly while off the charger. I would consider it strictly a battery issue, but it drops to 1% power almost immediately (dimming my screen so it’s hard to see) and then stays working for hours, no matter what apps I’m using. It’s like it’s incorrectly assessing the battery percentage. I’ve restarted it and let it die completely (charged while off and turned back on). No change. — Rebecca

Solution: Hi Rebecca. Try to recalibrate the battery first by doing the steps below. This will help the operating system retrain itself so it can detect the true battery levels. Here’s what you should do:

  1. Use the phone by playing games or doing tasks to hasten power discharge, until the phone turns itself off.
  2. Turn the phone on again and let it turn itself off.
  3. Charge the phone without turning it back on.
  4. Wait until the battery says it fully charged to 100%
  5. Unplug the charger and turn the phone on.
  6. If the phone says it’s not 100% anymore, turn it off, plug the charger back in and wait until 100% charge is reached.
  7. Unplug the charger the turn the phone on again.
  8. Use the phone until you drain the battery down to 0.
  9. Repeat the cycle once.

If the problem returns, or if battery recalibration won’t correct the issue, do a factory reset (steps provided above).

If the issue persists after that, there must be an issue with the hardware. Send the phone in for repair or replacement.

Problem 9: Galaxy S6 fast charging feature not working

Hello. My phone is not anymore fast charging. More than that, once the phone doesn’t recognized when a charger is plugged in. Multiple chargers were used and was recovered just after a restart. Sometimes the fast charging function recovered after restart. Additional info: in the moment of slow charging, the light of display is ON time to time for few seconds and  after ‘x’ is displayed on the left and after on the right bottom of display … a sound mark this issue. Thank you. — Alex

Solution: Hi Alex. Your phone’s charging post must be broken. If you’ve already tried wiping the cache partition and doing a factory reset, have the device repaired or replaced.

Problem 10: Galaxy S6 won’t charge, won’t connect to PC

First it started freezing up on me awhile ago and still does off and on them. when I would hit the side button or home button to turn it on, it would keep going to black screen. Hasn’t done that in awhile, now I’m having issues charging. I have multiple chargers for Samsung and other brands. some won’t even charge it anymore and there is times when one cord will work fine then it just stops.

Also transferring pictures to computer worked just fine till this now. it won’t charge or it will charge but it won’t let me transfer and computer doesn’t even show the devise? — SS

Solution: Hi SS. You may have a similar issue as Alex above so make sure that you try the two basic software solutions first. If they won’t help, you can assume bad hardware is behind the trouble. In that case, you want to send the device in so it can be repaired or replaced.

Problem 11: Galaxy S6 stuck in boot loop

Hi. I woke up one morning to find my Samsung off. i tried to turn it on but it keeps boot looping. At first i thought it was the battery so i had the battery changed, but it still does the same. I can’t enter recovery mode or safe mode; it just keeps boot looping. If i press the Home, Power and Volume Down button, it goes onto the custom mode. i can’t seem to get it back up to normal. All i want off there is my data. Any thoughts on what i can do? — Raj Bahia

Solution: Hi Raj Bahia. You can only transfer files from your phone if it restarts to normal mode or safe mode. This means that your data may be good as gone at this time.

Sometimes, an issue like this can be fixed by flashing the bootloader to revert it back to its original state. At times, flashing stock firmware to the system also works. Both potential solutions will not help you recover your data though as they require overwriting the current partitions of your phone. If you want to try to see if any of them work, make sure that you follow a flashing guide for your particular phone model.

For reference, below are the sample steps to flash a bootloader. Exact flashing steps may be slightly different depending on your phone. Use Google to look for correct instructions.

  1. Look for the correct firmware for your phone model and download it. Make sure that you select the right one. It should be the same exact firmware that ran previously on your device. We assume that you list down the firmware version somewhere. If you did not take note of it before, there’s a chance that you may pick the wrong one. As you may know now, using an incorrect firmware can cause complications so good luck with that.
  2. Let’s now say that you have identified the correct firmware. You then want to download it to your computer. The firmware file should have a bunch of files in it like AP_, BL_, CSC_, etc.
  3. Look for the file that starts with a label BL; this should be the corresponding bootloader file for this firmware. Once you’ve identified the bootloader file, copy it to your computer’s desktop or to any other folder that you can easily access.
  4. Proceed with the rest of the flashing procedure using the Odin program.
  5. In Odin, click on the BL tab and make sure to use the bootloader file you’ve identified earlier.
  6. Now, make sure that the “Device Added” status and its “ID:COM box” has turned blue before hitting the START button. This will initiate the flashing of your phone’s bootloader.
  7. Restart the phone once the procedure is finished.

 


Engage with us

If you are one of the users who encounters a problem with your device, let us know. We offer solutions for Android-related problems for free so if you have an issue with your Android device, simply fill in the short questionnaire in this link and we will try to publish our answers in the next posts. We cannot guarantee a quick response so if your issue is time sensitive, please find another way to resolve your problem.

If you find this post helpful, please help us by spreading the word to your friends. TheDroidGuy has social network presence as well so you may want to interact with our community in our Facebook and Google+ pages.

What to do if you forgot your Galaxy S5 fingerprint backup passcode, other issues

S5 fingerprint scanner

Being locked out of your own phone is one of the most frustrating things that a #GalaxyS5 user can experience. If you’re reading this, that’s probably because you’re looking for a way to unlock your phone again. The first topic in this post is dedicated to addressing this problem. We hope that this will be of help ot you.

  1. What to do if you forgot your Galaxy S5 fingerprint backup passcode
  2. Galaxy S6 not sending text messages properly
  3. Galaxy S5 having difficulty sending and receiving SMS and MMS
  4. Galaxy S5 camera won’t focus even after doing software troubleshooting
  5. Galaxy S5 camera takes blurred pictures
  6. Galaxy S5 screen rotation stopped working after Android 6.0.1 update

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, or you can install our free app from Google Play Store.

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: What to do if you forgot your Galaxy S5 fingerprint backup passcode

Hello I am writing to you on behalf of my brother who is currently in Japan and will be overseas for a further 7 weeks.  Please find his email below with the phone issues:

Hello. I am currently in Japan. Last night when I took my Samsung Galaxy S5 mini (recently upgraded to Android 5.1) out of my pocket, and I pushed the power button to open the lock screen, I noticed the fingerprint sensor, which is the normal way I unlock my phone, had disappeared.

The only options I am given are “Enter Password” or “Emergency Call”. When I enter the password, I am given the message “Incorrect backup password” – even though I know it is correct, and have repeatedly reset it remotely via my tablet using Android Device Manager.

When I get the password “incorrect” five times, I am given the message “Unable to verify your fingerprint 5 times. Try again in 30 seconds”. Then after 15 attempts, it says “Unable to unlock screen – Unable to verify your fingerprint 15 times. If you are unsuccessful 5 more times, you can unlock the device with your backup unlock method. Try again in 30 seconds”. This process then continues for infinity, and I am never given an alternative method, such as “Unlock via Google” which is usually visible on my lock screen.

I was wondering if you could help me. Is this a known issue with the Samsung Galaxy S5 mini? Would the fact that I upgraded from Android 4.5 to Android 5.1 a week ago have anything to do with it? Is there any way you could find out from Samsung?

Removing the battery for a long time and re-inserting does not help. Removing the 2degrees SIM card and re-inserting does not help.

Trying in Airplane Mode and not does not help.

Thanks and I hope you can help! My phone is my camera I am using on this holiday so it would be great to get it back.

Please note that my brother is from New Zealand. And we think that the software update that the phone did (which it did automatically) has updated as a Japan version not New Zealand. My brother has not tried a factory reset yet. —  Amelia

Solution: Hi Amelia. If your brother was still able to use the phone days after updating to Android 5.1, then the new OS version has nothing to do with current issue. Samsung’s fingerprint sensor does not work 100% all the time. Sometimes, even a tiny speck on the screen or on the finger can lead to misreading. After several attempts of unsuccessful logins, usually five, the device will then ask you to enter the backup password.

There are two things that your brother can try to regain access to his phone. The first one is by forcing the phone to ask for the registered Google account. This can be done by entering the wrong password 20 times. Once the popup  shows asking for the Google account, make sure that he enters the correct credentials. Keep in mind that a Google account does not have to be a Gmail account. It can be a third party email with a separate password. Your brother should know this. If he enters the correct credentials, the device will be unlocked and will ask him to enter another passcode.

If he is unlucky and also forgets his Google account credentials, his only way out is by performing a factory reset. There’s no other way than this. As the name suggests, the device will be restored to its factory state, which means everything will be deleted from his device’s internal storage. For reference, here are the steps how to do it:

  • Turn off the device.
  • Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
  • When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
  • When the Android System Recovery screen appears, release the Volume Up and Home keys.
  • Press the Volume down key several times key to highlight ‘wipe data / factory reset.’
  • Press Power button to select.
  • Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  • Press Power button to select and start the master reset.
  • When the master reset is complete, ‘Reboot system now’ is highlighted.
  • Press the Power key to restart the device.

Problem #2: Galaxy S6 not sending text messages properly

SMS messages sent from the stock messaging app will not send properly. It will say “Failed to send. Failed to send message to John Doe. Try again?” after a while. Occasionally these “failed” messages get received by the other person, but not frequently. Additionally, I cannot receive most text messages, although occasionally ones will get through, and not always timely. This is a new problem that I haven’t experienced before. In fact for the first half of the day the messages sent fine. However, in the second half of the day they stopped working.

I have tried using the Google Hangouts app and the same issue occurs. I can receive and send calls without issue, so I don’t think it’s a network issue. I have tried turning on/off airplane mode, restarting the phone, and removing the battery/SIM/SD cards. Nothing has solved the issue. I have no issue sending messages via Wi-Fi. It is only text messages that refuse to send properly. Other than attempting a factory reset, are there any tips/ideas as to the potential problem? — Zach

Solution: Hi Zach. The solutions you’ve tried so far may have not worked because the reason may not be phone-related. A problem like this should be referred to your wireless carrier rather than to third parties like us. Having a working voice service does not necessarily mean everything’s working fine on the network side.

Calls and SMS are handled by separate servers on your network. Any problem with your network’s SMS Message Center does not necessarily mean that voice service will also be degraded. Message Centers are computers and they can be subject to maintenance or outages. Make sure that you talk to your carrier about the problem so they can give you direct assistance.

Problem #3: Galaxy S5 having difficulty sending and receiving SMS and MMS

have had my phone for over a year now.. and the past month I have had issues with some, not all, but some of my messages (both SMS & MMS) delaying sending.. or even not sending at all. It started a few months ago trying to send MMS. The picture would sit in the message just spinning, not actually sending, I tried to even send a push message, (just a text) right after to see if it was just hung up. Sometimes that would work, sometimes it wouldn’t. Now it’s happening constantly. I was thinking it was because the new upgrade wasn’t downloading on my phone. Therefore I finally took it into Best Buy and they manual upgraded to the 5.1. It continued to happen. I mentioned it to Best Buy while I was there and they said that it had to do with Network and to speak with ATT about it. I spoke with ATT and they replaced my SIM card, thinking that would fix the problem. It has not.

Any help would be greatly appreciated. — Alisha

Solution: Hi Alisha. Since you’ve already talked to your carrier about the issue, the cause of the problem must be in your phone. The troubleshooting steps that you can try includes wiping the cache partition, deleting the messaging app’s cache and data, and factory reset. Make sure that you them in this order.

A system cache is a set of files created by the device in order to load apps faster and smoother after they were installed. Deleting the cache will force the system to create new ones that work. Here’s how you wipe the cache partition in your phone:

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

If your texting woes continue after wiping the cache, your next potential solution is deleting the messaging app’s cache and data. Here’s how:

  • Go to Settings.
  • Proceed to Applications.
  • Select Manage Applications.
  • Tap the All tab.
  • Look for Messaging app and tap it.
  • From there, you will see the Clear Cache and Clear Data buttons.

If both these procedures won’t work, don’t hesitate to do a factory reset (steps covered above).

Problem #4: Galaxy S5 camera won’t focus even after doing software troubleshooting

My phone camera stopped focusing properly a couple weeks ago, and it won’t focus on anything further than a foot away. I’ve checked online, and nearly all of them say to clear camera cache and data, which I’ve done, but it still isn’t working.

I’ve also tried putting my phone in safe mode in case there is a 3rd party application affecting my camera, but even in safe mode it won’t focus. There is no film on my camera lens, and I’ve tried cleaning it as well.

Now I feel like it’s more a problem with the camera than the software, so would the only option now be to get it looked at and maybe the camera replaced?

I’ve had it for about 2 years now so the warranty is no longer valid so I would at least like to wear out every possible option before I consider getting it looked at. — Jessica

Solution: Hi Jessica. There’s only so much that you can do when it comes to software troubleshooting. The most that you can do in this case is do a factory reset to see the difference. If that won’t change anything though, it’s safe to say that the camera’s hardware maybe to  blame.

Problem #5: Galaxy S5 camera takes blurred pictures

The rear camera of my Samsung Galaxy S5 had recently started taking blurry pictures but the front/selfie one is okay.  I’ve tried clearing the camera cache, I’ve also tried resetting the phone to factory settings, I’ve cleaned the camera lens with cotton wool and methylated spirit but none of that worked. The only time when it takes perfectly clear pictures using the rear camera is when I tap on either the top left or top right corner of my phone a couple of times. But once i close the camera app and restart it the blurriness resurfaces. Could this be a hardware related problem that’s affecting my rear camera?  Please help. — Godwin

Solution: Hi Godwin. As we have said to Jessica above, software troubleshooting is not the answer to everything. Having done all possible solutions an average user can do, we also think that it’s hardware issue. The camera assembly is a delicate component with a few moving parts so it can suffer from daily wear and tear. It’s impossible to tell exactly what may be wrong with the hardware without physically taking out the chip itself. The only thing that you can do at this time is to either have the phone repaired or simply replaced.

Problem #6: Galaxy S5 screen rotation stopped working after Android 6.0.1 update

A week and a half after installing Android 6.0.1 pushed OTA by Sprint, my screen rotation stopped working. The phone was not dropped or physically damaged. I took a landscape video, put the phone in my pocket, drove home, and went to watch it; when I turned the phone for the landscape orientation, the screen failed to rotate. I accessed the sensors menu (*#0*#) and the gyro test failed.

In addition, the values for the accelerometer do not seem to change. I wiped the partition cache, booted into safe mode, and factory reset the device. No changes.

I have an app to force the orientation when I want it, and since it won’t rotate the camera, I can just rotate photos and videos after I’ve taken them, but it is a nuisance. Any help would be appreciated. Thank you! — Steve

Solution: Hi Steve. It’s the first time that we’ve heard of Android Marshmallow messing up with an S6’s screen rotation as well as some of the sensors. If factory reset did not fix the problem, you can consider manually flashing a stock Android Lollipop ROM. This will put your phone at risk but it’s really the only way to go unless you can have the unit replaced.

 


Engage with us

If you are one of the users who encounters a problem with your device, let us know. We offer solutions for Android-related problems for free so if you have an issue with your Android device, simply fill in the short questionnaire in this link and we will try to publish our answers in the next posts. We cannot guarantee a quick response so if your issue is time sensitive, please find another way to resolve your problem. 

If you find this post helpful, please help us by spreading the word to your friends. TheDroidGuy has social network presence as well so you may want to interact with our community in our Facebook and Google+ pages.

Galaxy Note 5 can’t receive SMS, other issues

We give you another post that covers five different #GalaxyNote5 problems. As usual, these issues are taken from messages we receive from some Galaxy Note 5 users.

Note 5

Below are the topics we tackle in this material:

  1. Unable to receive Gmail messages on Galaxy Note 5 email app
  2. Galaxy Note 5 camera produces noisy and grainy pictures
  3. Galaxy Note 5 can’t receive SMS
  4. Galaxy Note 5 keeps shutting down | Galaxy Note 5 won’t turn on
  5. Galaxy Note 5 keeps freezing and lagging | How to fix malware infected Galaxy Note 5

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, or you can install our free app from Google Play Store.

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: Unable to receive Gmail messages on Galaxy Note 5 email app

In addition to the Gmail app, I have gmail on the email app. I was recently advised by google that someone had tried to log on to my gmail account with my password in another country so I changed my password and consequently couldn’t receive gmail via the email app. The same occurred on my computer but this was rectified by allowing less secure apps. I uninstalled the gmail account for the app then reinstalled it being very careful to apply the settings as recommended by google. I still can’t receive or send Gmails via the email app. Before I reinstalled it I was getting an error message that it was unable to authenticate when trying to send a test email out. I am unable to find a setting on the Note 5 to permit less secure apps. Any ideas how I might rectify this problem?

Many thanks for any advice you can offer.

best regards. — Barry

Solution: Hi Barry. Sometimes email’s security settings can create authentication problems so make sure that you disable your Gmail account’s sign-in and security features first before you attempt to reconfigure it to the email app. Log-in to your Gmail account in a computer and remove whatever security layer you’ve employed and see if it will change anything. If that won’t work either, contact Google for direct assistance.

Before you contact Google, you can also make sure that the issue is not phone related by doing a master reset. For reference, these are the complete steps to do that:

  • 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.

Problem #2: Galaxy Note 5 camera produces noisy and grainy pictures

Hi. I used to have an S4 which had an amazing camera both front and rear, especially the rear one which gave result like DSLR for pictures and videos. I was geting too very sharp accurate colors and no matter how much I zoom, picture quality was awesome. I sold it. now I bought a Note 5. Now the problem is it’s way better in all aspects like smooth fast but it has terrible rear camera. I don’t even want to talk about front camera — too much noisy grainy.

I just wonder whv I gotten a bad piece. is there something wrong with my Note 5 camera? i was expecting better result than that of the S4 but it is not even anywhere near my S4 camera. Pictures taken by the Note 5 have so much noise and blurry.

Also, i was recording video with my Note 5 and noticed that if i moved my camera from different light conditions, there are some lines appearing,  even with flash on.

The only reason I sold my S4 was it was hanging and overheating. Now I don’t want to sell the Note 5 because its working very good but I definitely want some cure for its camera problem.

Sould I buy new camera, both front and rear and replace them on my Note 5?

Android on my S4 was Kitkat and then Lollypop but performance was the same which was awesome. But the Note 5 came with Marshmallow.

Waiting eagerly for your reply. too much noise and grainy pictures with Note 5.

What might be causing this? i tried every software solution possible like changing modes and HDR stabilisation on and off but there is very little effect kind of useless problm. is it somewhere in hardware? — Shahzaib

Solution: Hi Shahzaib. Your last question should be your starting point in finding out the true nature of the problem. Normally, a hardware problem sticks around no matter how much you’ve already done in terms of software solution. If nothing changes after, say a factory reset, you can very much assume you have a hardware issue at hand.

To know if your phone’s camera has a hardware issue, make sure that you reset all your camera settings to default first. You can do that by visiting camera options. The default camera settings of the Note 5 already produces high quality photos and videos. If the photos remain blurry or grainy even on default settings, that’s a clear signal that something’s wrong. At this point, you can consider doing a factory reset.

Keep in mind that resetting camera settings to default and performing factory reset can only address glitches due to software. As we’ve been repeating, if nothing positive comes out of factory reset, it’s time that you seek help in fixing the hardware trouble. In this case, we recommend that you call Samsung to ask for a replacement instead of a hardware repair as the latter won’t guarantee a resolution. Replacing the camera yourself is a big no-no, unless you are a Galaxy Note 5 technician, or has sufficient electronics knowledge and tools to do the job.

The Galaxy Note 5 is supposed to have a much improved camera compared to older Samsung Galaxy models. If you are not satisfied with the camera output, seek a phone replacement.

Problem #3: Galaxy Note 5 can’t receive SMS

 A while ago, I’ve taken it to people and still don’t know what the problem is. It started when I was trying to get back some photos from my SD card that I’d deleted by accident which I now know that you can’t get back. But anyway, I downloaded this app on my laptop called Dr. Fone to get my photos back. So I connected my phone, did what it said, and basically the app rerouted my phone. but it got stuck. I tried everything and it was just stuck on the loading screen for this app. Nothing would happen so I had to take it too a technician that got it fixed but since I’ve had this problem my phone, hasn’t been the same.

Firstly, I can’t receive texts at all. I can send texts, I can call people and people can call me but I can’t receive texts.

At first I thought that it would be my phone network but after doing lots of tests I’ve found out that’s it’s the phone that won’t receive texts because everything was fine when my SIM card was in another phone. And I did ask the technician about it and he doesn’t know what it is and he’s the only technician in my town. And also, since he’s fixed it after it had been rerouted, it isn’t the same as it used to be. Half the functions don’t work like the fingerprint swipe. It comes up with error and things like that and when I turn on my phone and it comes up with the Samsung Galaxy Note 5 screen at the top left there’s written in yellow set warranty bit: kernel which wasn’t there before. So I’m basically stuck and I don’t know what to do. — Ellie

Solution: Hi Ellie. We don’t know for sure what’s happening on your phone but we think that the technician who “fixed” the phone may had been too heavy-handed with his/her method. The phone’s software may had been modified in order to boot it back normally. In other words, the technician may had installed an unofficial operating system just so your phone can be brought back to life. While that’s not bad in most times, doing incorrectly may result to glitches like the ones you’re experiencing right now. Or the problems may actually be caused by Dr. Fone’s software. Again, there’s no way we can know with high degree of certainty what the problem might be. Right now, your options are very limited to the software troubleshooting you can do at your level. The first thing that we would like you to try is to see if you can boot the phone in Recovery mode. If you can go to recovery mode, you’ll have the option to wipe the cache partition and do a factory reset. We’d like you wipe the cache partition first to see what happens. Here’s how:

  • 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 ‘wipe cache partition’ 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.

As usual, if the procedure won’t change anything, do a factory reset (steps provided above).

As regards your SMS problem (being unable to receive text messages), make sure first that the contacts you’re expecting to receive SMS from are not blocked or included in your spam list. Once that’s taken care of, your next step is to do self check. This can be done by sending a text message to your own number. If you will not receive your own text, your phone may have been damaged for good. Make sure that you contact your network provider for a possible phone replacement.

Problem #4: Galaxy Note 5 keeps shutting down | Galaxy Note 5 won’t turn on

OK so my phone likes to just shut off. Battery fully charged and it just won’t turn on. I’ve done a factory reset. I’ve not installed apps that I thought might have caused the problem. My phone will work fine then I will just close the screen and put it down and in just a few seconds pick it up and it won’t come on. I then have to pull the battery out and leave it for a few minutes. If I put it in in like a few seconds sometimes nothing happens and sometimes I will get the vibrate that it makes we it powers on then nothing. Other times it will go to a downloading OS screen and in the top left corner it says, bare with me here because I can’t remember the right letters, “mmc failed” and some other stuff. Like I’ve said I’ve backed my phone up and wiped it. I cleaned the cache. I’ve even done a factory reset just to clean it off like new. Please help if you can. I appreciate what you all do for the android community. — Sean

Solution: Hi Sean. Like what we said above, if software troubleshooting like factory reset (which is the ultimate software troubleshooting for an average user) has been done without positive result, you must be dealing with a malfunctioning hardware. Since the phone can’t stay on for long, any form of software installation or flashing is out of the question, which means the only remaining options are either repair or replacement. If your device is under a warranty, you can still, most likely get it replaced.

Problem #5: Galaxy Note 5 keeps freezing and lagging | How to fix malware infected Galaxy Note 5

This past weekend my phone was multitasking some Google Play apps (WAZE- navigation  and Sprizilla – music app). Suddenly it powered off with battery life left to spare. Then a trickle down affect started, it kept freezing and the navigation /swiping performance was lagging. First, I performed the factory reset, that didn’t resolve the restarting issues. so I purchased a PRO Micro SD card. it seemed to work for 30 min. I uninstalled the Sprizilla music app. However the phone continues to get hot fairly quickly, freezes and shutdown more frequently. Could the battery be the issue?  Or do you recommend taking it back to the Verizon store to perform the firmware update you mentioned in an earlier post? If I somehow contracted malware or virus how do I rid it from my phone?  Or could malware or a virus make my phone behave in this manner that I’ve mentioned?  I’m running out of options, please assist.

Thank you for your support. — Tia

Solution: Hi Tia. Malware or smartphone viruses are spread through apps so the most effective way to clean your phone is by doing a factory reset. That also means that factory reset won’t do anything if, after doing it, you simply re-install the same set of apps.

To know if the issues mentioned above are due to a third party app, you must observe how your phone works after a factory reset for at least 24 hours.  Make sure that you don’t install anything during this period so you can see the difference. If the phone continues to behave erratically even with clean operating system and without apps, that’s a sign that the cause is hardware trouble. Contact your network operator and ask for a replacement phone.

 


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If you are one of the users who encounters a problem with your device, let us know. We offer solutions for Android-related problems for free so if you have an issue with your Android device, simply fill in the short questionnaire in this link and we will try to publish our answers in the next posts. We cannot guarantee a quick response so if your issue is time sensitive, please find another way to resolve your problem. 

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Galaxy S6 dropped in water randomly reboots, among other issues

S6 water damage

We continue to receive reports of #GalaxyS6 problems so this post is one of the many articles we are planning to roll out in the near future to address all of them. If you are new to our site or if you are looking for other similar articles, please visit this page.

  1. Galaxy S6 fast charging does not work
  2. Galaxy S6 dropped in water randomly reboots
  3. New Galaxy S6 shuts down by itself
  4. Galaxy S6 camera is blurry
  5. Galaxy S6 won’t connect to Wi-Fi
  6. Galaxy S6 sound not working

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, or you can install our free app from Google Play Store.


 

Problem #1: Galaxy S6 fast charging does not work

Tonight I had quite a worry. My battery died whilst at a friend’s. My phone wouldn’t charge when I got in which I thought was strange, I checked all the trip switches in the house, but they were fine. I tried several different charges but nothing worked. For 2 hours I kept taking out the charger and blowing to see if there may have been some debris getting in the way of the connecting between the charge input and phone. I then remembered I had the new Charging platform, at which worked and my phone is now happily charging. However not fast at all. I am concerned as my phone is my livelihood. I know if I take it into Vodafone they will not provide me with a phone half as good, and will most likely be sent away for 2 weeks or something. I have full insurances and brought the phone fully. So how can I fix this problem?

Since I brought the phone, daily I have found I have needed to charge this model fully 3 times! That means a lot of the time, even though the camera is spectacular, I run out of battery so quick, I often don’t have the chance to take pictures of the good times. This is quite upsetting as like to keep a photo diary of all my good times for years to time to remember them once again.

The charge bars are great, but it would seem this will not be any good with my phone now, especially with the charge platform. I can’t very well carry the charging platform around with me in town?Oddly for a while when I press the middle front button from looking at Facebook for example, instead of going straight to the main screen (Time, Contacts etc) it will switch to me having to swipe as if I selected the right side button to switch to sleep. — Emma

Solution: Hi Emma. Fast charging feature on Samsung devices require some conditions to work properly. These are a few things that must be met to make fast charging feature work. Make sure that these tips below are followed:

  • Switch the phone or the screen off. Fast charging won’t work if you are using the phone while it’s charging, nor if the screen is ON.
  • Use a certified fast charger or the Samsung fast charger that comes with the phone. A Standard charger cannot amplify charging power so it may take a few hours to charge your battery compared to a fast charger.
  • Enable Airplane mode. This is a good trick to ensure that your phone is doing as little task as possible when charging. In airplane mode, the phone’s wireless radios and other function are turned off. This means that you will be unable to receive calls and texts but will greatly quicken the charging process for you.
  • Turn off some features. IF you can’t put your phone in Airplane mode for whatever reason, make sure that you disable other things like NFC, Wi-FI, or Bluetooth. Closing all actively running apps will also help.
  • If you are already doing these things prior to experiencing this problem, make sure to have the microUSB port on your phone checked by Samsung or any qualified technician (though we prefer that you go the Samsung route to avoid voiding the warranty).

If fast charging works but the phone keeps losing battery power fast, that’s a totally different issue and requires a different set of troubleshooting. Try checking our previous post for things that you can do about it.

Problem #2: Galaxy S6 dropped in water randomly reboots

Hi. I recently dropped my phone in a bucket of water. I put it in rice for two days and it works again but sometimes it will only show the ‘charging’ screen and when I hold the power button to turn it on, sometimes it will just keep going back to the charging screen and start charging all over again,  usually from 3%. Then sometimes my phone will start up completely and work %100 normally like nothing happened but will often drop out and restart itself again

 Also, my phone will not work at all anymore unless plugged into the charger. Can you help? I’ve tried a soft reset and considering the device only has internal storage and I have no laptop, I don’t want to do a factory reset. — Hayley

Solution: Hi Hayley. Unlike its predecessor, the Galaxy S5, your S6 does not have IP67 certification which means that regardless of how brief it might have been soaked in water, it has little to nothing in terms of water resistance protection. If problems like the ones you mention began showing right after the water accident, those are clear indicators that your S6 has hardware problems. Doing a factory reset will definitely not help as well as other software troubleshooting that we usually suggest. That the phone reboots on its own randomly is a sign that the battery may have been damaged, or that the phone’s power circuit is affected. Your best bet here is to bring it to a shop so a technician can thoroughly clean that motherboard and parts to hopefully salvage the device.

Problem #3: New Galaxy S6 shuts down by itself

Dear Android experts:

There are two issues i am having with my new device.

1- The phone randomly shuts  itself down, sometimes requiring a hard reboot using the power button and volume down. This issue started occurring as soon as i took it out of the box. I switched it on, it performed over-the-air update, i set it aside for a few minutes and noticed it had shut down, before i download any apps. This issue persists, it is random, very frequent 5-10 times a day. Other functionality is unaffected, and it doesn’t shutdown when in use.

2- The phone drops Wi-Fi connectivity frequently, which is most noticeable during Skype calls, which has to be restarted. Please don’t hesitate to contact me if you require any other information. Grateful for any help or suggestions! — Alex

Solution: Hi Alex. It’s not normal for a newly opened S6 to show signs of problems. You should have returned the device right away and demanded a replacement. The fact that it rebooted even when there were no installed apps was a clear sign of factory defect. If the phone is still available for a warranty replacement, we recommend that you demand for a replacement as soon as possible rather than go through troubleshooting the issue with us.

Problem #4: Galaxy S6 camera is blurry

When I click on my camera to take photos, everything is blurry and it’s vibrating like it doesn’t wanna focus for like 5-9 seconds and it’s really frustrating. I tried every method what’s on the internet but none of them worked. The plastic piece has been removed. I’ve done a factory reset. Reset camera settings to default, clearing cache, etc and yet I can’t seem to fix the problem.

My phone has never been wet or dropped or anything. I bought it 2 months ago, in the beginning it was okay but then suddenly the problem showed up. I don’t know what to do next, I couldn’t find more options to fix it, please help me.

I really love my phone and except this problem with the camera, the phone is running perfectly and it’s super-fast!

Thanks in advance! — Robert

Solution: Hi Robert. While the Galaxy S6 camera has shown great improvements over that of the S5, it’s not perfect. Some S6 users have reported that their camera takes blurry pictures as well so we know that this may not be an isolated case. The general troubleshooting steps in addressing this issue though is almost identical across Android phones. We covered this issue as well a few days ago in a post for the Galaxy S5 so we suggest that you visit it here.

The S6 has optical image stabilization (OIS) feature that compensates for angular movements during exposure giving you a wide margin of error when taking a picture with shaky hand. If the suggestions in the mentioned post won’t make any difference, there must be a hardware issue on your phone. Have the phone checked by Samsung for a warranty repair or replacement.

Problem #5: Galaxy S6 won’t connect to Wi-Fi

Hello! I have read through your article about having trouble with the internet and none seem to relate to the problem with mine. My mom have bought me a Samsung Galaxy S6. It works perfectly while I was in the States and when I went back to the Philippines and had it open line so I can use it here as well, it was working fine. Until last night when I had the battery die on me for the first time. I charged it as soon as I got home but everytime I try to turn on the Wi-Fi it doesn’t let me. It is supposed to go green once I am connected but it takes a while before it goes back to grey. The only solution I tried doing is a factory reset on the device but that didn’t seem to work either. I still could not connect my phone to the Wi-Fi.

Is there a solution for this or is my phone slowly giving up on me? Any help would be greatly appreciated! Thank you in advance and keep doing your thing! 🙂 — Alex

Solution: Hi Alex. Were there any firmware or operating system modifications like rooting or flashing or custom ROMs done on the phone after it was SIM unlocked in the Philippines? If you never performed any modifications, it’s possible that a third party application may be to blame. Consider booting the phone in safe mode to see the difference. Here’s how:

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

If the issue fails to occur in safe mode, that’s a sign that one of your apps is the culprit. Uninstall apps until you have eliminated the issue.

Problem #6: Galaxy S6 sound not working

I purchased the phone about a year ago and suddenly about 3 months ago the whole entire audio went out. I mean everything from not playing videos, not being able to play sound clips, no YouTube, even Google, says it can’t access microphone. I cannot make nor receive calls.. like the phone forces itself to hang up.. and lately the only good this phone has been is for text.

I have read online forums and have tried everything from entering simple codes into the dial pad, cleaning the front and back speaker and microphone, reset phone, removed battery and SIM, also downloading the app SoundAbout.

I have factory reset it, and taken it to my service providers store. I have even went out the way to take it to an electronic place where they fix and repair broken phones. I recently had troubleshoot the device and it failed the audio and microphone test, but passed everything else. Nothing has fixed the problem!! At this point I am just really lost and would like to know if I should just get a new phone, or is there something that can be an easy fix for this one?? Any help would be greatly appreciated. Thanks. — Courtney 

Solution: Hi Courtney. There must be a hardware malfunction in the motherboard that causes the audio aspect of your device to fail. That a factory reset did not make a difference supports that. If you tried a microphone and speaker test in the service menu which showed that they are not working, that’s a straightforward result which means that you have a hardware failure at hand. Our blog does not provide hardware solutions so make sure to have the phone checked by Samsung or a reputable third party shop.

 


 

Engage with us

If you are one of the users who encounters a problem with your device, let us know. We offer solutions for Android-related problems for free so if you have an issue with your Android device, simply fill in the short questionnaire in this link and we will try to publish our answers in the next posts. We cannot guarantee a quick response so if your issue is time sensitive, please find another way to resolve your problem. 

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.

If you find this post helpful, please help us by spreading the word to your friends. TheDroidGuy has social network presence as well so you may want to interact with our community in our Facebook and Google+ pages.