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Galaxy S6 can’t connect to the internet, mobile data not working, other issues

Welcome to another #GalaxyS6 post. This will be the last post before we close the week so we hope that you’ll find it informative. Don’t forget to visit our main Galaxy S6 troubleshooting page if you won’t find anything useful here.

For now, these are the issues we’re covering for you:

  1. Galaxy S6 mutes voice calls | Galaxy S6 microphone stops working during calls
  2. Galaxy S6 wireless charging not working
  3. Galaxy S6 won’t connect to any wifi network
  4. Galaxy S6 won’t turn back on unless put in a freezer
  5. Galaxy S6 can’t connect to the internet, mobile data not working | Galaxy S6 cellular network not working
  6. Galaxy S6 screen stopped working | Galaxy S6 won’t charge
  7. Accidentally dropped Galaxy S6 edge screen won’t turn on | Galaxy S6 won’t power back on

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: Galaxy S6 mutes voice calls | Galaxy S6 microphone stops working during calls

Here’s an interesting one. I got my Galaxy S6 back in June and as of October, it started muting the call on my end. I can hear everything they’re saying but they don’t hear me. The call doesn’t drop, it stays connected until one of us hangs up. It was steadily increasing based on longer conversations. I have insurance on it so I sent it away to be repaired. I received a new replacement phone and guess what! It still mutes! A completely different phone (checked the IMEI #). I have cleared the cache partition and ran in safe mode to detect if a 3rd party app was the problem but it didn’t happen while in safe mode. I don’t want to keep it that way, but this is driving me crazy! Any ideas that you haven’t suggested?

P.S. the phone I sent away, I did a hard reset and got the little Android guy dead with an exclamation above it. I couldn’t get it to turn back on for 2 hours and when it did, my security software was still detecting the singularity showing up in the background. — Gboden86

Solution: Hi Gboden86. It looks like you misunderstood what safe mode does. If your calls work normally while your phone is booted to safe mode, that is, muting does not occur, then that’s proof that one of your third party apps is causing the problem. This means that you simply re-installed the cause root cause of the issue on the second phone. Safe mode won’t pinpoint the exact problematic app though so you must manually do it yourself. This is done by uninstalling apps one by one, making sure that you observe how voice calls after each uninstallation. This is the only way to identify the cause of the trouble and if you have plenty of apps, you may have to spend considerable amount of time to be successful.

If you noticed that that problem started after installing a new app, try to remove it first to see if that is the cause.

Alternatively, you can do a reverse process by wiping the phone first via factory reset and observing how the phone behaves after you install an individual app. To factory rest your S6, follow these 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 #2: Galaxy S6 wireless charging not working

Hi and thank you in advance for any help you can provide. My phone will no longer charge despite the wireless charging units (I have used multiple ones) indicating that the battery is actually charging (lightning bolts and time to full recharge are visible… but the charge stays at 0% for several days now). I have done three soft resets (which has worked in the past) but they are not successful. In addition, my pins inside my phone are damaged, so i cannot charge in the traditional manner. Is there any other things you would recommend?

NOTE: I do not know which Android version I have, nor even how to determine that, so i just picked the first one in your drop down list. Thank you. — Jerome

Solution: Hi Jerome. Try charging the phone when it’s powered off. If the wireless charging problem continues, then it can also be an indication that the phone’s battery is malfunctioning. In this case, you have no other choice but to have the phone repaired or replaced.

Before you submit the device to Samsung or to any other relevant party for repair or replacement request, try to check if you can boot the phone either safe mode or recovery mode. If you can boot to any of these modes, try to check how wireless charging works. If there’s no difference, go ahead with repair or replacement.

Problem #3: Galaxy S6 won’t connect to any wifi network

Hi. my name is Kyle and I have a Galaxy S6 active. The issue that i want to bring up is that my phone is unable to connect to the internet/router. I’ve tried inputting the WEP key in several times, caps and with no caps. I gave up on this tactic, and i thought of using the WPS button on my router, while having the phone ready for pairing to it. It acted like it didn’t see the device, although i have other devices connected to it.

I’ve also tried using other routers from friends’ houses, no luck. Maybe i accidentally have something on that’s preventing me from connecting to any routers.

A few days ago it was working. (I only use phone for wi-fi). Let’s get the main bullshit out of the way so i don’t have to wait on you texting me back with the standerd questions.

 

  • No power saving bullshit is on.
  • Airplain mode anit on,
  • Bluetooth is off
  • Mobile hotspot off.
  • Yes tried turning off phone, with and without down key.
  • Tried forgetting wifi password, and redoing it (waiting 10 seconds to turn wifi back ok) and no I’m not resetting phone to factory format. —  Player1down

 

Solution: Hi Player1down. If your phone is unable to connect to multiple separate wifi networks, the cause of the problem must be one of the following:

  1. a bad app
  2. an unknown software glitch
  3. an unknown hardware malfunction

To check if an is to blame, you must boot your phone to safe mode. Safe mode blocks third party apps and services from running. If one of the installed apps is the cause, the issue should not occur while wifi is enabled. To boot to safe mode, follow these steps:

  • Press and hold the Power button.
  • Once the ‘Samsung Galaxy S7’ logo appears, release the Power key and immediately press and hold the Volume Down button.
  • Continue holding the button until the phone finishes rebooting.
  • Once you see the text “Safe mode” at the bottom left corner of the screen, release the Volume Down button.

If nothing happens when you boot to safe mode, that is, wifi remains problematic and won’t connect, do a factory reset. Here’s how to do it:

  • Turn off your Samsung Galaxy S6 Edge.
  • Press and hold the Volume Up, Home and Power keys together.
  • When the device powers on and displays ‘Power on logo’, release all keys and the Android icon will appear on the screen.
  • Wait until the Android Recovery Screen appears after about 30 seconds.
  • Using the Volume Down key, highlight the option, ‘wipe data/factory reset’ and press the Power key to select it.
  • 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.
  • After the reset is complete, highlight ‘Reboot system now’ and hit the Power key to restart the phone.

If you don’t want to do a factory rest, have the phone repaired or replaced.

Problem #4: Galaxy S6 won’t turn back on unless put in a freezer

I have a Samsung Galaxy S6. It got an update and apparently had glitches in it per Samsung and AT&T. It has made my phone not function. It will not turn on unless I put it in the freezer for 20 to 30 minutes. I spent months and months researching and found somebody with the same phone in the same problem they said they took it to a technician and the technician was able to get the device to power up by putting it in the freezer. (To get data), I gave it a shot and it worked. So that’s how I have been turning on the phone now. Problem is I want to figure out why I can’t just power up the phone normally anymore. I have hard reset, soft reset and I am back on stock firmware. Once the phone Powers up it seems to work absolutely perfect besides the fact if it turns off or I turn it off it will not power back on without the freezer. Can you please help me I’m totally stumped. — Bouncebackcutt

Solution: Hi Bouncebackcutt. If your phone shuts down on its own and won’t turn back on unless you cool it down by leaving it in a freezer, the reason for it may be overheating. Smartphones, like regular computers, are designed to power down if the internal temperature goes beyond its designed heat threshold to prevent damaging components. An overheating device won’t turn back on unless the internal temperature does back down to normal. If this keeps happening, it means that there’s a deeper hardware problem causing it. One of the motherboard’s transistors may be malfunctioning, or any other component like the battery may not be working properly. Such case cannot be solved by doing software hacks. That’s the reason why soft reset, hard reset, and flashing back stock firmware did not help at all. If the phone is still covered by a warranty, make sure that you have it repaired or replaced. If our hunch is correct, the motherboard may need to be replaced, which means that you are better off with a replacement than repair.

If the phone is no longer in warranty, you’re out of luck as that means that you will have to shoulder the repair or replacement cost.

Problem #5: Galaxy S6 can’t connect to the internet, mobile data not working | Galaxy S6 cellular network not working

Hello. i have a Samsung Galaxy S6 and when i try to use mobile data, it is just not working. I went to Settings>More networks>mobile networks. but only three options pop up on the screen: “mobile Data,” “network mode,” and “network Operators.” I don’t see the “APN” settings. How can i fix this problem becuase without it i cannot use mobile data?

It seems that the problem is because the phone is missing that configuration, so if there is a solution please help me out. I bought this phone in the US and had it unlocked in Ecuador (South America) where i currently live, and the company carrier worked out fine, though i never used mobile data until i decided to give it a try while deployed here in Iraq. i just got a phone card from a local phone company here in Iraq called Zain, and i am trying to use mobile internet to contact family. Thank you so much for your help. — Cristhian

Solution: Hi Christhian. Assuming your phone has indeed been network unlocked, that is, its original software has been modified so it can work with other network carriers, there are other factors that you should consider.

GSM vs CDMA. Smartphones, like the Galaxy S6, are not universally compatible with all networks around the world. Samsung builds phones with the carrier’s network specifications in mind. For example, not all Galaxy S6 phone models are compatible with Verizon network in the United States. When Verizon orders Galaxy S6 units from Samsung, the latter must ensure that delivered units must be compatible with Verizon’s network, which means that the phone must be a CDMA device. The same is true for AT&T phones, only that they must be GSM devices.

GSM phones can be relatively easy to reconfigure so it works in another GSM network. As long as the device has been network unlocked, a GSM phone can work in another network as long as you insert an active SIM on it.

The same is not true however if you have a CDMA phone, like one from Verizon. CDMA devices, like the ones from Verizon, are notoriously difficult to configure. In most cases, you can’t use a CDMA phone to another CDMA network, like using a Verizon phone in a Sprint network. Using a CDMA phone in a GSM network may not work all the time.

Hardware configuration. Another factor to consider is the hardware configuration of your phone. Each phone model, targeted to a certain network operator, has a specific network chip installed to allow it to work only in a certain frequency range. For example, a Verizon Galaxy S6 (128GB model) can only support the following frequencies:

LTE Band 13/4/2 (700/1700/1900 MHz) out of box;

LTE Band 3/5/7 capable (1800/850/700 MHz);

CDMA/1xEVDO Rev. A (800/1900 MHz);

Global – EDGE/GSM (850/900/1800/1900 MHz), HSPA/UMTS(850/900/1900/2100 MHz)

This means that the phone’s hardware is limited to working with the frequencies above. If the operating frequencies of the current carrier in Iraq are incompatible with your phone’s, there’s nothing that you can do about that. This may be the reason why the APN settings on your phone does not appear. Usually, APN settings are automatically configured in  phone once an active SIM card has been inserted. If your phone does not recognize the SIM card, or it doesn’t show any network signal, that’s a sign that your phone cannot work with that carrier.

Problem #6: Galaxy S6 screen stopped working | Galaxy S6 won’t charge

Hello. I just wanted to complain about the S6 and see if you feel the phone is garbage. I had the S5 for 2 years. Flawless phone until the end. Towards the end it would turn off. I think that may have had something to do with space. Now that I have deleted most stuff off it, it is fine. Anyhow, I upgraded to the S6.

I wanted the S7 but couldn’t afford it at the time. 3 weeks after I got the phone, I plugged it in to charge. After a little while I went to check my phone and the LCD screen was bleeding. Within 36 hours, I could not see my screen at all. I have an old account that has a balance on it with Verizon. Because of that old account, they would not honor the warranty. Then they tell me it wouldn’t matter because bleeding screens are not covered. I called Samsung. Their warranty, you have to schedule a tech to come look at your device. It takes up to 11 days. What kind of garbage is that?

So I was forced to file an insurance claim. $150 for a new phone. Now mind you, I did not drop my phone, did not push too hard on the screen and did not get it wet. Even the guy at the store said it looked brand new and should be covered. So, there’s one issue.

Now here I am, 3 weeks later. I cannot charge my phone. Says battery too cold to charge. Are you kidding me?! The phone is not too cold, no lint in the charging port, and I did not get my phone wet. My phone is my lifeline, So I am careful with it. I do not abuse my phones! So here I am again needing to replace a phone. Thank goodness Asurion will honor the warranty. Verizon sure won’t, because of the old bill. I find that slightly ridiculous because my main account is in good standing and paid every month for several years. The one that I am behind on was a case of being too nice and somebody taking advantage of my good graces. Will never do that again.

So, could you please tell me what you think? What is the problem with the S6? I feel that maybe Samsung should take them off the shelves. I thought I loved Samsung, now I’m thinking I should have gone with a different phone. Different brand. Thanks for your quick response. — Erin

Solution: Hi Erin. If we consider the millions of working Galaxy S6 around the world, having some users report defective S6 units can almost be expected. We’ve received sporadic reports of isolated extraordinary cases but none was similar to yours. Based on our own experience with Samsung phones, from the low end ones to flagships like the Galaxy S series and Galaxy Note series, screen problems are some of the least common. Luck, or the lack of it, may be the reason why you have a malfunctioning Galaxy S6. We can confirm that your problem is not true for millions of other Galaxy S6 out there. You may have simply received a lemon. We understand that telling you to get a replacement may be easier said than done but it’s the only reasonable solution that we can suggest. A broken screen cannot be fixed by a software hack obviously so fixing it on your level is out of the question. Sure, there are many S6 problems, majority of them unreported, but the same can be said of other smartphones like iOS devices as well. In general, again considering the millions of S6 phones in service today, the Galaxy S6 is a reliable flagship device. It’s not perfect though so there may be anecdotal reports about isolated problems like the one you experienced. But then again, that’s one of the main reasons why warranty exists in the first place. There’s no perfect manufacturing system and somewhere along the way, a few hundred or thousands out of a million may have a defect when they leave the factory. Have the phone replaced and save yourself from more trouble.

Problem #7: Accidentally dropped Galaxy S6 edge screen won’t turn on | Galaxy S6 won’t power back on

Good day. I have a Samsung Galaxy S6 edge. It has been with me for only a couple of months. It was never dropped in water; however, I dropped it a few times. There is some screen damage but the phone was still in full working condition. I never had any problems with my phone because of the screen. It was still working yesterday afternoon. I was busy on my phone and eventually it just froze and rebooted by itself. I waited for the phone to reboot and when I continued working on it, it froze again but this time not turning of at all. I left it for the night hoping the battery would run flat and turn off. This morning I plugged my phone in to charge and wait a few minutes. I tried switching the phone back on, and it came on. As I swiped the screen so I could enter my phone it froze again. When the screen went black, I heard messages coming through. After a while, I checked my phone but this time it is not doing anything. The notification light keeps on blinking but when I press the home button, it does not switch the screen back on. I tried switching the phone off but nothing happens. I am concerned about this problem.  Please can you help? Kind Regards. — Natasha

Solution: Hi Natasha. The only software hack that you can try is to see if the phone will turn on to other modes. If it doesn’t, you really have to seek help from a professional so the hardware can be physically examined. Keep in mind that unnecessary shock from accidental drop can both have short-term and long-term negative effects. In some cases, a dropped smartphone may not work right away while others can keep the appearance of working for some time, depending on the extent of the damage. If you did not do anything drastic on the software before noticing the problem, the cause of the trouble right now may be the long-term effect of that drop. Because diagnosing a hardware problem requires solid electronic knowledge and special tools, make sure that you let a trained technician do the job for you. Before you do that though, make sure that you try to restart the phone to alternate modes.

For reference, there are the steps on how to restart your S6 to different Android boot modes:

Boot in Recovery mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  4. When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  5. Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
  6. You can either wipe the cache partition or do a factory reset when in this mode.

Boot in Download Mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and then hold the Home and Volume DOWN keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume DOWN keys.
  4. Wait until the Download screen appears.
  5. If you can boot the phone in download mode but not in other modes, that means that your only way out may be to flash a stock or custom firmware.
  6. Use Google to look for a guide on how to do it.

Boot in safe mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and hold the Power button.
  3. Once the ‘Samsung Galaxy S7’ logo appears, release the Power key and immediately press and hold the Volume Down button.
  4. Continue holding the button until the phone finishes rebooting.
  5. Once you see the text “Safe mode” at the bottom left corner of the screen, release the Volume Down button.
  6. The only difference of safe mode from normal mode is that the former prevents third party apps from running. If you can boot the phone in safe mode but not in normal mode, uninstall all apps until the issue (that prevents you from booting normally) is eliminated.

 


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 stuck in AT&T boot screen, other issues

We seldom publish carrier-specific problems but one user has reported about a Note 5 stuck in AT&T boot screen so we will post it here.

Note 5

Of course, we also include other #GalaxyNote5 issues. These are the specific topics discussed in this material:

  1. Windows 10 laptop can’t detect Galaxy Note 5
  2. Galaxy Note 5 purchased from Vietnam showing “no service” with Verizon network
  3. Galaxy Note 5 keeps freezing
  4. Galaxy Note 5 randomly restarts | Galaxy Note 5 stuck in AT&T boot screen
  5. Galaxy Note 5 won’t download and install OTA 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: Windows 10 laptop can’t detect Galaxy Note 5

Just purchased ASUS laptop with Windows 10. Each time I plug device into laptop photo collection comes up and says there’s nothing to import. Ugh. I have 50 photos I want to transfer from my phone to the laptop and it won’t just do it. I spent 3 hours on phone yesterday with Geek Squad. She asked me to check my cord. I went and got the exact cord that goes with this phone and lo and behold it downloaded some of the pics. Now today…with that same cord it won’t load new pics I took today. OMG…I’m in tech hell between this new phone and new laptop. I’m a real estate agent and need these photos. At this point I’m going to start emailing from my phone. But there HAS to be an easier way to transfer from my Note 5 to this stupid new laptop. Do I need to download something? Please help. — Pam

Solution: Hi Pam. The usual cause for this problem lies on the laptop rather than on the phone itself so we recommend that you do some isolation. Your computer may be missing some needed drivers to interact with your phone.

To check if the problem is on your new laptop or if it’s the phone, connect your Note 5 to another PC or laptop to see if the issue occurs. Assuming that the USB cord is working, your Note 5 should act as a plug-and-play device just like when you’re inserting a USB flash drive to a computer. That means that the receiving device like your PC should detect it, unless it has some driver issues. If another PC can read your Note 5 fine, go back to your new laptop and make sure that it’s software is updated. It may also help if you’ll use Samsung Smart Switch in transferring your files between the two devices.

If your new laptop continues to fail to read your phone, call Microsoft or the hardware maker and ask them for direct assistance.

Problem #2: Galaxy Note 5 purchased from Vietnam showing “no service” with Verizon network

Phone, model SM-N9201, is an international phone. Purchased online. My daughter used it for a week or so (with Cricket), then suddenly the phone crashed and got locked.

Unable to resolve the problem, she made a gift of the phone to my wife, who has been using a Note3 (Verizon).

My wife obtained a Note 5 SIM from Verizon, but the phone gave the message “no service” then not registered. All else works beautifully, except phone service.

Verizon’s top tier techies said they would get it fixed, but then came back with an answer they were unable to do so due to security issues — there would be some kind of a threat to the network if they enabled this phone (sounds like a lame excuse, to me!)

So I contacted Samsung, who said I needed to get the manufacturing source, since there are so many Samsung plants. I asked if this information is on the phone, and the techie said it was not. I needed to go back to the seller. (Some more BS — I LOOKED CAREFULLY AND FOUND IT WAS MFD in Vietnam.

I called Samsung again, and the techie I spoke to said I have to contact Samsung Vietnam… And she gave me a phone # — 1 (800)588-889. When I questioned the 6-digit #, she said this was it. (Later I saw the same # on Google search results — this obvious error is just repeated all over!). When you try to dial this number, it does not work, of course.

So now my question is: if Samsung Vietnam can help, why can’t Samsung USA? And, can you help??? — Marty

Solution: Hi Marty. Samsung phones are manufactured to fit a specific region’s requirements or a carrier’s specifications. For example, Samsung devices designed for Verizon may have compatibility issues if used on AT&T network. The same is true for devices designed for a particular region. Incompatibility can be due to either firmware issue or hardware mismatch, or even both. The firmware (operating system) running in Note 5s designed for Vietnamese users varies from those Note 5s meant for North American users.

It’s also possible that your Note 5’s hardware is not compatible with the network requirements of Verizon. Most Asian countries uses GSM network technology while Verizon has CDMA. If this Note 5 works for some time with Cricket Wireless, which is a GSM network, but not with Verizon, then the issue is definitely hardware incompatibility. You have to work closely with Verizon to see if our hunch is correct in this case.

Another route you can use in this situation is to opt for a different carrier. The SM-N9201 model is manufactured for use in Australia, New Zealand, Singapore, and Canada and only runs on GSM networks. Make sure that you let your next carrier know of your specific phone model so they can check if it’s compatible with their services.

Problem #3: Galaxy Note 5 keeps freezing

Hi. i have Note 5. I bought it more than one year ago. it was working well and suddenly it started to hang and freeze.

i tried to restart the phone but it is still freezing. The phone takes too long time to boot. i went to recovery mode and i made wipe data factory reset but the problem still as it is when i power on the phone. it won’t start.

i flashed a new stock rom for the phone but the phone keep freezing, restarting, heating up and many time the phone turn itself off. and when i try to power it on, the mobile automatically power on to download mode and i see message that the device couldn’t do a normal boot.

Now i have tried Cyanogen Modified Rom it is stable on the phone no freezing or hanging but when the mobile is turned off i couldn’t power it again easily. still stuck with the problem of (couldn’t do normal boot).

Can you help me with that and what shall i do to solve this issue. — Mahmoud

Solution: Hi Mahmoud. There are numerous reasons why a smartphone freezes and fails to boot normally but they can be categorized into two general groups —  software and hardware. Software-related problems can be resolved by wiping the phone clean via factory reset and doing other basic software troubleshooting. Since you’ve already tried a factory reset and manual ROM installation, you can assume that the issue is beyond your ability to fix now. You must have the phone repaired or replaced to resolve the problem.

Problem #4: Galaxy Note 5 randomly restarts | Galaxy Note 5 stuck in AT&T boot screen

Over the last month or so, my Samsung Galaxy Note 5 has had multiple problems.

Started with videos not playing sound. Then only playing at half speed. No ring sound, no matter how loud the volume is.

Speaker works! Can use it for speakerphone during calls.

Now it randomly shuts off, starts to reboot, but gets stuck at the AT&T boot screen.

Only once out of every 5 or 6 restarts can you make a phone call. Phone app doesn’t send call, doesn’t show it sent it, but does and connects but cannot hear anything on either end of the call. Phone restarts on its own – gets stuck.

Factory reset multiple times to try to fix the issues. No avail. Wondering if it’s the version of Lollipop but can’t downgrade. I try soft resets at least 5 times a day to try to get my calls to work.

Phone also gets really hot when trying to make a phone call.

I’ve been all over your site trying to find a solution that works, but so far nothing…HELP?! — Sarah

Solution: Hi Sarah. If multiple factory resets did not change anything, you may have a similar issue with Mahmoud above. This case though, we would like to ask you to observe the phone for at least a few days while in safe mode to see if the root of the problem is one of the apps. If nothing will change even when the phone is in safe mode, that’s a confirmation that you have a hardware problem at hand.

The Safe Mode is the first fail-safe procedure you can use to diagnose a problem. Once the device has booted up in this mode, all third-party or downloaded apps would be temporarily disabled leaving pre-installed and core services running.

  • Turn off the phone completely.
  • Press and hold the Power key.
  • Once ‘Samsung Galaxy Note5’ shows, release the Power key and immediately press and hold the Volume Down button.
  • The phone will restart but keep the Volume Down button pressed.
  • Once the phone has finished restarting, ‘Safe mode’ will be display in the lower-left corner of the screen.
  • You may now release the Volume Down button.

Problem #5: Galaxy Note 5 won’t download and install OTA update

I’ve been getting push notifications for a while now about a new software update (I assume for android 6.0). When I start the download, the phone cycles, the boot screen comes up and shows the little droid logo doing the update. After maybe 30-60 seconds, I would get a dead droid with a red caution triangle above him for a split second, then the phone will reboot like normal and once on again, it displays a message that the update failed and no changes were made.

I’ve tried to download this update on and off since it came out, with the same results each time. After searching, I found your page and followed some of the steps to clear the cache and ultimately do a factory reset if nothing worked. Did the factory reset last night, removed the memory card, also selected the “clear cache” option before doing the reset, just in case, and I still cannot download the update, same results as before I did the factory reset.

I still get the notification that I have an update, and it’s very annoying. I currently do not have access to a computer to try the update that way either. Any other ideas or recommendations?

Thanks. — Jason

Solution: Hi Jason. If your phone won’t download and install an OTA update even when there’s enough available memory space, you are left without much choice. The next logical step you can try is to manually install the update via Odin mode, which requires a computer and the necessary files. Use Google to find the appropriate guide to do this.

 


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 S5 loses Wi-Fi internet connection after an update, other issues

Do you have any #GalaxyS5 problems lately? This post might help. One of the issues we tackle here, an S5 loses Wi-Fi internet connection, covers a common but nevertheless effective solution for post-update problems.

s5

We also include four other problems as specified below:

  1. Galaxy S5 sound is low when using a headset
  2. Galaxy S5 loses Wi-Fi internet connection after an update
  3. Galaxy S5 won’t connect to StraightTalk mobile data
  4. Galaxy S5 screen keeps flickering if phone is not connected to charger
  5. Calls sound muffled using a Galaxy S5

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: Galaxy S5 sound is low when using a headset

I bought a new Galaxy S5 for Verizon a few days. When I turned it on, it connected to Google and Wifi. The updates began, and when I tried to listen using my wired headphones post the updates, the sound was low even when Media volume is highest. There is static and cracking noises (only when using the wired headphones, tried several different ones, no issue with the speaker when the headphones are out).

When I listen to a high quality mp3 using the headphones, the sound is very “thin” – i.e., no bass, the singer’s voice is barely audible, and you only hear the arrangement – as if some frequencies are absent.

Also, when I change the volume up and down a Google Voice recognition pops up expecting some action, even though I explicitly turned it off “OK Google” detection in Settings.

When I cleared the defaults, changing the volume up and down at times pops up the box below with: “Do you want to open with Google App or S Voice”? As if the microphone is reacting to the audio when the headphones are in, which is very strange. I disabled all the Motions and Gestures in Settings.

I tried the following to fix this problem without any success:

1) Cleared the cache partition

2) Removed and inserted back the SD card, battery, restarted the phone many times

3) Did a factory reset (it rolled back some updates, but not Android 6.0.1.)

4) Disabled/enabled Google app, re-installed YouTube and other key apps

5) Started in the Safe mode – same issue persists.

Perhaps something is wrong with the phone jack (I tried inserting the headphones better, cleaning it with air, etc., but I still suspect a software issue of some kind, based on how it works).

Any ideas would be greatly appreciated! — Leonard

Solution: Hi Leonard. An audio problem like this can only be fixed if proper isolation is done first. We suspect that the problem is not software-related since you’ve already tried to do a factory reset. While Android system updates can sometimes lead to problems, they don’t normally affect how a hardware works because their drivers remain unchanged. In fact, we haven’t had any case documented before demonstrating that a headphone jack stops working properly after a system update.

If the problem does not occur when inserting the same headset to another device, you can rule out a headset issue. Headphone jacks can sometimes go bad, even on other electronics so the best thing that you can do right now is ask for replacement phone from your carrier.

Problem #2: Galaxy S5 loses Wi-Fi internet connection after an update

Hi. I did the system update through the phone as it downloaded automatically through wi-fi at work. Since then I have had no internet connection at all.

I have tried a soft reboot. Did the reboot deleting the cache.

Still no network connection. Network is definitely on when I turn off wi-fi.

Also went to the SIM card provider, Lebara.es, who sold me sim card in January and they can’t see anything wrong and it says I have internet credit. The setup is correct and they tried a new connection. This has all happened since the update. Connects to wifi fine! just no internet whatsoever. I am going to try another SIM in the phone tonight after work but am at a loss. Last option is a full system reboot to factory settings I believe so am backing up everything today while I am on wifi at work.

I am hoping you will come up with something so I don’t have to do that. Data network is definitely active. I’ve tried taking battery out as well as turning on and off multiple times.

Thank you for any help you can give me.

Regards. — Toni

Solution: Hi Toni. There are only two things that we recommend if you encounter problems right after updating Android — wiping the cache partition and performing a factory reset. Assuming there’s no hardware problem involved, like a malfunctioning Wi-Fi radio, a factory reset should help you bring back Wi-Fi connectivity.

Problem #3: Galaxy S5 won’t connect to StraightTalk mobile data

I bought a Samsung Galaxy S5 used and bought an accompanying “bring your own phone” package. Everything set up fine and I used it for several months without issue. Recently there was a software update available which I started. There was a problem and the phone ended up getting turned off. The update was then failed and the phone would then only show me the screen saying that the update had failed and I needed to run the Verizon Software Upgrade Assistant (the repair portion) to repair the phone and finish the update.

After a few failed attempts, the repair assistant finally worked overnight while I was sleeping. The phone was usable again. It sent and received texts and calls and hooked up to wi-fi fine but will not connect to the internet via data.

When I go to look at the APN it shows VZWINTERNET and only that one. Doesn’t give me the option to add others either. (plus sign is gray and unclickable).

So I tried having StraightTalk update my APN and data settings but it shows up as an incompatible SIM, even though it is absolutely the same StraightTalk SIM I’ve had and was working.

Did the repair assistant mess up my SIM? Is there any way to fix it or do I now need a new SIM? Thank you in advance for your consideration. — Scott

Solution: Hi Scott. Verizon phones are notorious for giving problems to users if used on different networks. We can’t be sure if the Verizon update is responsible for the present issue so you have to talk to StraightTalk support for guidance.

Trying another SIM card is definitely a must in order to isolate the problem. If the second SIM fails, that’s a confirmation that some settings may have changed that prevents the phone from connecting to StraigtTalk’s services. Because we don’t know the full history of your phone, we can only speculate. You must work closely with your carrier to get this issue resolved.

Problem #4: Galaxy S5 screen keeps flickering if phone is not connected to charger

After I uninstalled those two apps (Game of War and Clash of Clans. Installed them to get free stuff and then un-installed then phone started freaking out), I was recording a video on the camera. It suddenly shut off and then started flickering to the black start up galaxy screen off and on. It shows the galaxy screen and vibrates once like its starting up and then starts over doing it over and over but never fully turns on. 

I pulled the battery twice letting it sit for about 20 seconds and when i turned it back on it starting flickering again. I plugged it in even though I knew there was about 35% battery life and it started up and was working fine but only while charging. I went to bed and let it charge. When I got up this morning, as soon as I pulled it off the charger it started doing it again. It continues to flicker back on that screen every time if I don’t keep it on the charger. I did clear the cache but that didn’t help. Please help.  — Stevie

Solution: Hi Stevie. If the only you did prior to noticing the problem was to install the said apps, the best thing that you can do right now is to do a factory reset. Doing so will erase any glitch that may have developed after the installation. Here are the steps:

  • Power down the Galaxy S5.
  • Press and hold the Volume up button, the Home button, and the Power button together until you see the Android on screen.
  • Use Volume down to highlight the wipe data/factory reset option and press the Power button to select it.
  • Use Volume down again to highlight Yes – delete all user data and press Power to select it.
  • Use the Power button to select Reboot system now.
  • When the S5 restarts it should be completely wiped and ready to set up again.

Problem #5: Calls sound muffled using a Galaxy S5

Hello. I’m desperate. Found your site on Google. Didn’t see my problem so I’m writing hoping you still are active with site.

I have a Samsung Galaxy S5. Not sure if Android version is Lollipop. It doesn’t say.

Anyway I just turned phone in, because no one can hear me and when they do they say I’m “muffled” or sound like I’m in a “washing machine.”

Most times I have “2 bars” for my phone. When I received “new” phone, I still have “2 bars” most times. Does not matter where I am. I could be in middle of town where a tower is visible.

Anyway, my girlfriend has an iPhone and she can walk through out my house with no problems, like she is on a landline. I’m ready to either try another phone brand or phone company. Do you have any suggestions?

One more thing. When I talk on the phone, the phone at time puts my volume on “vibrate,” or my “settings” menu pops up. And if I text or hang up on call most times it will call person back. I’m at my wits end with this. Thanks for any help you can offer. — Dennis

Solution: Hi Dennis. The first thing that you want to do is check if the call problem you’re having is due to a bad microphone. To do that, try to record your voice using the phone and listen to it. If the audio is bad and sounds like the line is full of static, that’s an indication that you have a  hardware problem. The only solution is to ask for a replacement device from your carrier or Samsung.

If the microphone works fine though, consider doing some basic software troubleshooting. The first one that you can try is wiping the phone’s cache partition. This troubleshooting step is usually recommended if you have updated a device to another operating system version or if the phone is having some weird glitches. Despite not having installed the full set of new operating system files, we suggest the you do the following steps to erase possibly corrupted cache on your device:

  • Turn the phone off.
  • Press and hold the following buttons together: Power, Volume Up and Home.
  • Release the buttons once the Android system recovery menu appears.
  • Use the Volume buttons to navigate to Wipe Cache Partition option.
  • Press the Power button to confirm selection.
  • Select Reboot System Now option after deleting the cache. Wait for the phone to reboot.

You can also try booting the phone in safe mode to see if a third party application is the problem. While in this mode, your phone is put in a diagnostic state, allowing only first party apps to run. This is mostly performed if a user suspects that a third party app may be messing with the operating system, or if the phone suffers from performance issues. If your calls work just fine while in safe mode, that’s a confirmation that one of the apps you installed is the root of the problem. Just follow these steps:

  • Turn the device off.
  • Press and hold the Power key.
  • When ‘Samsung Galaxy S5′ appears on the screen, release the Power key.
  • Immediately after releasing the Power key, press and hold the Volume down key.
  • Continue to hold the Volume down key until the device finishes restarting.
  • Safe mode will display in the bottom left corner of the screen.
  • Release the Volume down key when you see Safe Mode.

If nothing changes after doing these procedures, do not hesitate to do a factory reset.

 


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Sprint Galaxy S5 Problems, Errors & How To Fix Them [Part 2]

Samsung-Galaxy-S5-Problems-9

Dear readers! Welcome to the 2nd part of our Sprint Galaxy S5 Troubleshooting series. While we already have an existing series for the S5, we found it necessary to publish support articles for our readers who explicitly mentioned their service provider or carrier. This is one of our ways to provide personalized support, although, we only support service providers in the U.S.

In this post, I included a dozen of problems Sprint users reported plus their solutions and/or workarounds. Please browse through this page to see if your concern is among the ones I addressed.

For those who have issues with their phones, feel free to ask us questions or seek help. You may contact us through email at [email protected] or post on our social pages: Facebook, Google+ and Twitter. I also suggest you visit our Samsung Galaxy S5 Troubleshooting page as it contains hundreds of problems we previously addressed.

Click on a link below to jump to a specific section:

  1. Sprint Galaxy S5 Can’t Connect To The Internet
  2. Sprint Galaxy S5 Restarts Randomly
  3. Multiple Issues With Sprint Galaxy S5 After Lollipop Update
  4. Galaxy S5 Stuck On Sprint Spark Screen
  5. Can’t Edit/Reset APN Settings on Sprint Galaxy S5
  6. Sprint Galaxy S5 Won’t Boot Up
  7. Sprint Galaxy S5 Issue With Stock Email App
  8. Multiple Performance Issues With Sprint Galaxy S5
  9. Lollipop Update Corrupted Photos in Galaxy S5 Sport
  10. Microsoft Exchange ActiveSync Issue On Sprint Galaxy S5
  11. Sprint Galaxy S5 Can’t Connect to Home WiFi
  12. S Health & Samsung Galaxy Stopped Working

Sprint Galaxy S5 Can’t Connect To The Internet

Problem: Hello, I purchased my Galaxy S5 back in October and I have had no problems with it up until now. We have 24GB of data per month and have not came close to going over which leads me to my problem. I can receive phone calls, emails, and text messages while not on wifi, but none of my apps will work. Snapchat will jot send snaps and proceeds to tell me I have no Internet connection, Twitter and all related apps will not refresh until I am back on wifi. Please help!

Troubleshooting: Hi! First of all, turn off WiFi in your phone and then, double-check if mobile data is enabled in your phone by following the steps below:

  1. From the top edge of your phone screen, slide two fingers down.
  2. If the mobile data icon is colored neon green, it’s enabled. Otherwise, just tap on it to turn on and this could be just the fix you’re looking for.

However, if mobile data was already turned on yet the phone can’t still connect to the internet, then there must be something wrong with the APN. Check to see if your phone still has the correct APN from Sprint. Follow these steps to check APN settings:

  1. Go to Settings.
  2. Tap More networks.
  3. Tap Mobile networks.
  4. Touch Access Point Names.
  5. If the phone’s from Sprint originally, it must already have an APN. All you need to do is tap Restore defaults.

After that, check if the phone can now connect to the internet. If not, then double-check if the APN conforms with the following settings:

  • Name: Sprint
  • APN: cinet.spcs
  • Proxy: blank
  • Username: blank
  • Password: blank
  • Server: Not set
  • MMSC: blank
  • MMS Proxy: 68.28.31.7
  • MMS Port: blank
  • MCC: 234
  • MNC: 15
  • Authentication type: not set
  • APN Type: default
  • APN protocol: IPv4

If everything else failed, please call Sprint and ask for the correct APN or ask the rep to check if everything is fine on their end.

Sprint Galaxy S5 Restarts Randomly

Problem: So every now and then my S5 comes up with a 1 minute timer to restart the device with no reason why. Notification says device will restart in (1 minute timer) I have found nothing in any of the forums i have read to fix it and was wondering if anyone else is having this issue. I’ve noticed it sometimes during daylight hours but mainly around 11pm +/- half an hour. Please help. — Cody

Troubleshooting: Hi Cody. If the phone “randomly” restarts at a specific time of the day, it could be an app that’s causing it. I haven’t heard of a pre-installed app that would cause the phone to reboot so it might be a third-party one that’s causing the problem. One way to isolate the problem is to reboot the phone in safe mode to temporarily disable all downloaded applications. Once the phone is in safe mode, observe if the phone still reboots. If not, then find the app that’s causing the problem and uninstall it. Otherwise, the problem is with the firmware and factory reset might just be the most logical thing to do since we don’t know what’s really causing the issue.

Multiple Issues With Sprint Galaxy S5 After Lollipop Update

Problems: Hello Droid Guy, soon after I upgraded to the S5, the lollipop release was issued for my provider. Not sure if that is the culprit. Currently having issues with:

  • MANY applications constantly updating. Especially apps that are inconveniently pre-loaded,
  • wifi continuously scanning (with those options turned off), switching between open networks and dropping,
  • a notification that the phone is “downloading avatars” for over 24 hours!?! Unable to find the app that is responsible.

Are you aware of any of the above concerns?

Samsung Galaxy S5 purchased 12/27/2014 through Sprint now running the “Connections Optimizer” program, with no difference. Thanks in advance for any response, Michelle W.

Troubleshooting: Yes, Michelle. The problems you’ve encountered after you updated your phone to lollipop are among the most common issues owners reported. But don’t worry, these issues can be fixed:

First, about the apps that constantly updating, just reboot the phone until all apps are optimized. Some users reported they had to restart their phones more than 5 times to optimize all their apps.

Second, disabling the Smart Network Switch often fixes issues with wireless connectivity. But since you said you already did that and the problem remained, then wipe the cache partition to force the phone to delete previous service caches and create new ones. That should do it.

About the third problem, just clear the cache and data of the Download manager and the phone will stop downloading all files or documents or whatever it is your phone is downloading.

I hope this helps, Michelle.

Galaxy S5 Stuck On Sprint Spark Screen

Problem: Hello. I have the Samsung Galaxy S5 (Sprint Spark) for about 7 months and I first upgraded the phone firmware and the phone didn’t turn on, so I went to the Sprint store and they restore the device to its factory mode.

Now, It happened again… I received the request to upgrade the firmware, I made a backup and give the ok to upgrade. Once again I got a problem, but this time the boot get stuck on the yellow Sprint Spark and stays there forever. After a minute or so the phone starts to get hotter and hotter. Try to power off and the button doesn’t work, the only way to turn it off is removing the battery.

Thing I’ve already done:

  1. wipe data/factory reset (ok) (stays frozen on Sprint Spark screen)
  2. wipe cache partition (ok) (stays frozen on Sprint Spark screen)
  3. reboot to bootloader (stay on downloading mode forever)

After all this it freezes on Sprint Spark screen. I’ll appreciate any recommendation or quick fix to resolve this problem. Thanks, Marco.

Troubleshooting: Hi Marco. The only way (the way I see it) to fix this problem is to “reflash” the firmware and there are two options to go about it: either you reflash the previous firmware and re-update or simply flash the new firmware into your phone. However, doing so on your end will void the warranty. So, I suggest you let Sprint’s technicians do it for you. I really am not sure why your phone can’t successfully update over the air. Maybe next time try using Samsung Kies when updating to prevent this issue.

Can’t Edit/Reset APN Settings on Sprint Galaxy S5

Question: Hey my Galaxy S5 updated to the 5.0 version and I’m trying to get my mms to start back working…But under my access point names menu, its not letting me reset to default..could you please help me out? My phone is under Sprint but was flashed over to page plus. — Ryan

Answer: More often, CDMA phones (those that don’t use SIM cards) come with APN already embedded in the firmware and end users have no way of editing it. In this case, only your provider can help you.

During my tenure as a tech support for one of the wireless companies in the US, we have a tool that could reset APN settings in both Verizon and Sprint networks. So, I suggest you call Sprint’s tech support and have the rep reset the APN for you.

Sprint Galaxy S5 Won’t Boot Up

Problem: Hello. I did a reset to factory defaults and now the phone won’t power back on. It is a Sprint phone and worked just fine until an update took it from kit kat to android. Now I have glitches where the camera malfunctions apps stop working and now it gets hot and uses battery very fast even though I have all apps as forced stop in application manager. Even when in sleep mode it doesn’t want to wake up all the time. It will vibrate go to Samsung Galaxy S5 start screen, stay there for a bit bout 30 seconds and then turn black screen and try to restart again over and over again and again. This especially happens a lot when Sprint updates their SprintZone app, which seems to be daily. Any ideas prior to trading it in for a note 4? — Larry

Related Problem: Hello, I have this annoying issue with my Sprint Galaxy S5 after I updated its software to lollipop. After a day or two my mobile keeps on rebooting and I don’t know what causes the issue. I tried removing the battery and waited several hours assuming that the issue will be fixed. But when I placed it back the battery, my phone still keeps on rebooting and I can’t use it. Is there any fix for this issue? Help! – Owen

Troubleshooting: Hi Larry! First of all, make sure the phone has enough battery to power it on. Plug it in to charge until it’s full and then begin your troubleshooting.

Based on your description, it seems like the Power key of your device is stuck. Try pressing the button several times to see if you can make the device to power up until the Home screen shows.

In the case where the phone can boot up successfully but reboots randomly, the problem might be in the firmware. The best way to isolate the issue is to boot it up in safe mode and observe closely if the problem still occurs. Hard reset is you last option before you decide to trade it with a different device. But if I were you, I won’t trouble myself so much with troubleshooting when I’m considering buying a new phone to replace it.

Sprint Galaxy S5 Issue With Stock Email App

Problem: I have a Galaxy S5 I purchased in January 2015. My carrier is Sprint. It has had the lollipop update for quite a while now, maybe a couple of months, with no real problems. Just in the last week or so I noticed an issue with the email app. (Stock app.).

When viewing the email folders the trash folder will show X number of deleted emails next to it. After opening the trash folder and deleting all trash emails, the trash folder is empty, however, when you return to the folders view the trash folder will still show that there are X number of deleted emails in the folder, but when you open the trash folder again it is empty. For example right now the trash folder shows there are 63 deleted emails in it but when I open it, it is empty. If I delete all of my email accounts and then set them all back up it corrects the problem but after about a day or so the problem returns. I have done this 3 times now. Also when viewing the individual accounts (I have 4) it is not always the same account causing the problem, it may be any of the 4 or a combination. I have looked online and this seems to be an issue that has been around for quite some time with Galaxy products but no one has found a solution for it so far. Also I called Sprint tech. support and after an hour and a half they gave up and connected me to Samsung support who tied directly into my phone and after another hour they gave up. Would really appreciate any help in finding a fix. Thanks, Marty.

Troubleshooting: I really feel sorry for you knowing you’ve already spent so much time with different tech support groups to no avail. I have seen a lot of problems like this before and most of the time, deleting the problematic account and setting it back up will fix the issue.

I really don’t know what troubleshooting procedures you’ve already done with Sprint and Samsung tech support but the way I see it, deleting all the accounts and clearing both the cache and data of the Email app before setting them all back up will fix this. Also, to troubleshoot further (and it may take days depending on the number of accounts you have), I suggest you setup just one account per day and observe when the problem would show up. This way, you will know for sure if the issue is with the app or with your accounts.

Multiple Performance Issues With Sprint Galaxy S5

Problem: Hello. I couldn’t help but chuckle when I read the following b/c it’s EXACTLY how I feel:

“I’ve never been so disgusted with a piece of hardware or software after an upgrade. It’s almost enough to make me go buy that fruit version of a phone.”

I am not an Apple user but I would give up my 1st born (which I don’t have) to get rid of this phone. This is my 2nd Galaxy S5 in 3 months and I have had nothing but problems. Brought the 1st one to the Sprint store – repair person said she’d never seen that issue – a display issue. Got me a replacement phone….and then things REALLY started going wrong. The phone freezes, shuts down, starts up…displays app error messages constantly “<fill in the blank> has stopped working.”

I noticed a Sprint KB article on all this, so I’m sure they’re aware of it but….doesn’t matter what I do…..camera, internet, text, emails….pick up the darn thing….look at it….I mean, I can’t turn it on most of the times without pulling the battery…and yes, I’ve done all of the things I’ve found in the Android forums….clear cache….etc. AND I just did a ‘factory reset’….nothing fixes it.

Happened before the Lollipop update AND after…no change.

Given that Samsung has sold probably millions of these things the ONLY thing I can think of is that I am a Sprint user on the West Coast…so just maybe the operating system is not interfacing well with the Sprint network here which as everyone knows is not as good as Verizon or ATT. Any ideas, suggestions other than getting an iPhone? Thanks. — Barb

Troubleshooting: Hey Barb. I understand the frustration and I’m really sorry if you feel that way and that your provider hasn’t fixed the problem for you. I doubt the replacement unit you got was brand new; more often, customers are given refurbished phones to replace their “problematic” brand new phones. That said, it is almost certain that the unit has issues.

The problems you mentioned are a combination of firmware and hardware issues and all your efforts to troubleshoot them will be useless. So, the only way you can go about this is to request for a “working” replacement unit. As you said, you already did factory reset but these problems remained. I know it will be very inconvenient to go to Sprint store and request for yet another replacement unit but there’s nothing much you can do about it. I’m sorry.

Lollipop Update Corrupted Photos in Galaxy S5 Sport

Problem: Good morning, I am hoping you are able to help. Two days ago, Sprint did a lollipop update on my Samsung Galaxy S5 Sport. Since that time, about half of my pictures, are black, stating unsupported, or media not found. I am heartbroken, as many of the pics are of our new grandchild. I have tried everything to fix this, but to no avail. I do have backup on, but, they are not there either. When removing sd card, to put on computer, same issue remains. Please help. — Julie

Troubleshooting: It appears like the update, somehow, has reached your microSD card and corrupted its contents. If your computer can’t ready from the card either, then find some technicians in your area who knows how to extract photos or files from corrupted SD cards. There’s nothing much we can do about it because it’s more of a hardware issue than anything else.

Microsoft Exchange ActiveSync Issue On Sprint Galaxy S5

Problem: Since I downloaded the lollipop upgrade to my Sprint Samsung Galaxy S5 my work email won’t work. I tried deleting the account and reinstalling it but I am not being allowed to set it up. It is a Microsoft Exchange Activesync type. The message says that there are problems with the security certificate for the site, that it isn’t from a trusted authority. But it is and was on there before the upgrade. Any ideas. — Jill

Troubleshooting: Hi Jill. As long as you have all the correct information entered on each field, the Security Warning doesn’t matter at all. Just tap Continue and you should be able to setup your Microsoft Exchange ActiveSync account. But actually, that warning message is expected to come up almost every time you setup an account.

Sprint Galaxy S5 Can’t Connect to Home WiFi

Problem: Hi guys, I have this annoying issue with my Sprint Galaxy S5 for almost 2 weeks now. The issue started after I updated my phone’s software from lollipop to Kitkat. After the update, my device cannot anymore connect to my Home Wi-Fi, I rebooted it multiple times but my phone still won’t connect. How can I fix it? – Emma

Troubleshooting: Hello Emma, the type of issue you have in your device is very rampant especially after updating phone’s software from Kitkat to Lollipop. Since you’ve mentioned that you’ve been having this issue for 2 weeks already, I’m not really sure what procedures you already did in your device are.

Try to connect to any public WiFi networks just to see if your phone is still capable of doing that. If so, then the problem is with your Home network and not your phone. Otherwise, continue troubleshooting by booting your phone in safe mode first. After booting up the device in Safe Mode and the issue persists then, you can try wiping the cache partition of the device. Lastly, a hard reset is necessary if everything else failed.

Sprint Galaxy S5 Can’t Connect With Bluetooth Speaker

Problem: Hello guys, I have a Samsung Galaxy S5 and I bought it from Sprint a year ago. After I updated my phone’s software the device performance was good and I didn’t have any issue with it. However, I noticed the issue 3 days ago when I tried to use my Bluetooth but my device won’t connect to the other device or to my portable speaker. I’m really sure that my portable speaker has no problem because I’m using it with my tablet and laptop. I rebooted my S5 multiple times but the issue still persists and until now my Bluetooth is useless. I think this issue is minor and I hope you can help me. Thanks and more power! – Riley

Troubleshooting: Hi Riley, this issue is very common to S5 users especially after updating the phone’s firmware to lollipop. In fact, a lot of our readers have also have also this same exact problem. First, you can try deleting all those paired Bluetooth devices in your S5. Doing this will delete all Bluetooth data that was stored in your Galaxy S5 and will create newer data. Try to see if your device will detect or can connect to the other devices. If the procedure didn’t work then you don’t have a choice but to perform factory reset.

S Health & Samsung Galaxy Stopped Working

Problem: Good day guys, since I purchased my Galaxy S5 from Sprint I don’t have any issues on my device. However, since last week after I updated my phone’s software to lollipop my S Health App is not working anymore. When I open the app the message will appear saying “Unfortunately S Health stopped working”. I removed the battery of the device and place it back but the message still appears on the phone screen. I’m not a tech savvy guy maybe you can help me with my issue. Thanks and more power! – Grant

Related Problem: Hi, last week I updated my phone’s software from Kitkat to lollipop but after a few hours the issue occurs. Every time I open any of my apps there’s message popping up saying “Samsung Galaxy has stopped”. I already close all running apps of my device but the issue still happening. How can I fix it? – Jade

Troubleshooting: I assume that the update process was successful and that you haven’t received any error message while trying to upgrade from Kitkat to Lollipop. We have several readers who also have this kind of problem and since S Health is a pre-installed app or a system service, a master reset is necessary to fix this problem.

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Straight Talk Galaxy S5 Problems, Error, Glitches and their Solutions

Straight-Talk-Galaxy-S5-Problems

This is first part of our Straight Talk Galaxy S5 problems troubleshooting series and judging from the number of emails we received, we may be publishing more support articles for this specific variant or any other variants that were ported over to Straight Talk network.

Straight Talk has a tech support hotline you can call and online forums you can post your concerns to and we don’t seek, in any way, to compete with the support the company is offering its subscribers. However, this is our way of providing support to our readers who emailed us asking for help. We are not affiliated with the company and apparently, we can’t answer all questions especially network-related ones. But, at least, we do our best to help our readers and we take time reading about the issues we receive.

If you are a Galaxy S5 owner under ST’s network or any other provider, feel free to contact us at [email protected] and we will help you find solutions to your problems, or browse through our Galaxy S5 Troubleshooting page. Just don’t forget to include all necessary details so that we can easily and accurately assess your concerns. We also have Facebook and Google+ pages that we use to help our readers, feel free to post your issues there.

Click on a link below to jump to a specific problem:

  1. Can’t Browse the Web After the Port
  2. Can’t Make Calls Abroad
  3. Can’t Send/Receive Texts and Calls
  4. Keeps Rebooting, Can’t Send MMS
  5. Can’t Send Text Messages
  6. Very Slow in Loading Web Pages
  7. Can’t Connect to the Internet
  8. Randomly Shuts Down
  9. Straight Talk Services Failed
  10. Unfortunately, Settings has Stopped

Straight Talk Galaxy S5 Can’t Browse the Web After the Port

Problem: Hello guys, I have a Galaxy S5 from other service provider and I transferred over to Straight Talk network. My issue started after I ported my phone number to Straight Talk network. In the first few days my internet is fine, I can download and browse the web. But recently, I cannot anymore browse the web and download. I called the tech support and they change the APN Settings, in the first few hours my internet is working fine and all of a sudden I cannot again use my data. I hate calling the tech support because they cannot fix the issue. I hope guys you can help me with my issue. Thank you! — Linda

Troubleshooting: Hi Linda, believe me when I say that Straight Talk’s tech support have all the tools needed to fix all possible problems in your phone. But the question is, are they willing to stay with you on the phone until the issue is addressed? Honestly, I have no idea how the phone is setup or what your previous provider was but I’m sure that the phone keeps records of settings that were previously used and there are times when it tries to use them because they are still in the cache.

You know, I can go all day yapping about how things could go wrong inside the phone but what I want you to do to fix this problem is to wipe the cache partition and format the data partition before entering new Straight Talk settings in your phone. That said, backup everything in your phone especially data that were saved in the phone’s internal storage and follow these procedures in order:

Wipe Cache Partition

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

Perform Full Hard Reset

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

After wiping the cache partition and doing the hard reset, call Straight Talk’s hotline again and this time, instead of telling the rep you got issues with your phone, immediately ask for the correct APN Settings for your phone and let the rep guide you in adding them to your phone. Once finished, you should be able to use mobile data. Otherwise, their network is the problem and not your phone.

Straight Talk Galaxy S5 Can’t Make Calls Abroad

Problem: Hi guys, I have a Galaxy S5 and I bought it at Walmart. Last week, I subscribed on Straight Talk’s $60 unlimited promo, some time it’s ok but most of the time I cannot make a call outside United States. Is there any problem with my phone or in the network? I hope you can help me with my problem and thank you! –Ted

Troubleshooting: Hey Ted. While Straight Talk offers unlimited plans and text and calls abroad, there are limitations. I am pretty sure this is a network issue and you need to call the hotline and inquire about it as the company’s reps can answer more of your questions especially when it comes to their plans and coverage.

Straight Talk Galaxy S5 Can’t Send/Receive Texts and Calls

Problem: Hi droid guy, I have an issue with Galaxy S5. Last two days ago my phone is working fine, I can browse the internet, make call and send text and picture messages. But on the next day my phone has no service, I already contacted the tech support and the tech guy told me to wait for 24 hours because there’s an outage in my area. After a day my phone still has no service. I don’t know If there’s something wrong with my phone or in Straight Talk? I’ll wait for any advice from you guys I hope my issue is not serious. Thank You! — Hal

Related Problem: Hi guys, my phone is Galaxy S5 from other service provider and I brought it to Straight Talk network. During my first week in Straight Talk my phone is properly working I can make a call, send a text message and browse the web. However, for the past 3 days my phone has no service. I called straight Talk for help but they’re telling me to wait for 24 hours. After 24 hours my phone still have no service I cannot make a call and send a text and picture messages. I don’t know what is the problem of my phone. I hope you can help me guys with my problem.– Ben

Troubleshooting: The tech guys will advice you to wait for 24 hours because they, too, don’t know how to figure out the issue. Hal, it’s time you called the hotline again and tell the rep that you were advised to wait for 24 hours and that time already elapsed with your problem unresolved.

Let the rep check your account and check their network. If there is no problem with your account and the rep tells you that he needs to conduct troubleshooting on your device again, just allow him/her. This is a possible SIM card issue and they will not be able to send you a replacement SIM card if you refused to do a few of their SOPs.

The SIM card may arrive 3-5 days depending on your area but wait for it and once you receive it, call the hotline again and have them provision or activate the SIM card on their end.

Straight Talk Galaxy S5 Keeps Rebooting, Can’t Send MMS

Problem: Hi guys, my phone is Samsung Galaxy S5, I bought it from Walmart last 7 months ago. I don’t have issues during my first 6 months, but lately I noticed that my phone is keep on rebooting and I cannot send and received picture messages. I already remove the battery and wait for a minute but the issue is still the same. I contacted the tech support and they cannot fix the problem. Please help me with my problem, I’ll wait for your reply and thank you guys! — Liz

Troubleshooting: Hi Liz. It isn’t clear whether the problem is with the hardware, the firmware or just with an app. So, we will take the safest route to troubleshoot this problem. I am more concerned about the random reboots rather than the issue with sending/receiving MMS. Let’s fix the reboots first and the rest will follow. The first thing I want you to do is boot your phone in safe mode:

  1. Turn the device off.
  2. Press and hold the Power key.
  3. When ‘Samsung Galaxy S5’ appears on the screen, release the Power key.
  4. Immediately after releasing the Power key, press and hold the Volume down key.
  5. Continue to hold the Volume down key until the device finishes restarting.
  6. Safe mode will display in the bottom left corner of the screen.
  7. Release the Volume down key when you see Safe Mode.

While the phone is in safe mode, observe closely if it still reboots randomly. If so, then we can take third-party apps out of the picture and focus more on the firmware and pre-installed apps. The next thing to do is wipe the cache partition just in case some of the caches are corrupt and are causing conflicts with the system.

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

In cases like the phone doesn’t reboot in safe mode and if wiping the cache partition didn’t fix the problem, it is imperative that you either perform factory reset or full hard reset.

If you were able to fix the random reboots, call Straight Talk hotline and ask for the correct APN Settings for your phone. That should fix the MMS issue you’re having.

Can’t Send Text Messages on Straight Talk Galaxy S5

Problem: Hello droid guy, my phone is Samsung Galaxy S5, I bought it on Straight Talk last month. In the first three weeks my phone is working fine, I can simply make a call and send a text messages. But just this week, my phone cannot anymore send a text message but I can make a call. I don’t have problems with my plan with Straight Talk because I avail their unlimited promo right after I bought the phone from them. I turned Off and On my phone several times but there’s no use. The tech support cannot fix the issue because they’re asking for another phone where they can call and this is the only phone that I have right now. I hope you can help me with my issue. — April

Troubleshooting: Hello April. If it’s the first time this problem happened, then it is probably just a temporary network issue. Apparently, we can’t answer any network-related questions, except information that are already known to the public, so I suggest you call Straight Talk’s tech support and inquire about it.

However, if this issue already happened more than once and at almost the same time of the month, then it’s an account-related issue. I understand you subscribed for an unlimited plan but there’s no guarantee everything will go smooth. If, by any chance, you’re suspecting it’s a problem with the phone (which we can’t pinpoint where the issue lies), then the best way to go about it is to give the phone a fresh start by performing factory reset (don’t forget to backup all your data first). Also, the reason why the reps are asking for a different phone to call is because they want to troubleshoot on your device and it might probably reach the point where they need to reset the phone.

Straight Talk Galaxy S5 Very Slow in Loading Web Pages

Problem: Hello guys, I have an issue with my Galaxy S5, I just bought my phone last week at Walmart. I don’t know if my phone has a problem or with the network. By the way, my phone runs slow, every time I browse the web it takes a few minutes to load the site. And there’s an instance that my phone hangs-up and I turned it off and on my phone to back to normal. I’ll wait for your advice and more power! — Joy

Troubleshooting: Hi Joy. One of the reasons of slow browsing issue is unstable or slow internet connection. I am not sure what connection you’re using but just in case you’re connected to the internet through mobile data, then it’s probably a network issue. Call Straight Talk and inquire about the status of your account or if there’s a coverage issue in your area.

There’s also a possibility that you’ve already reached the cap, which I believe is 5GB per billing cycle. About this one, it totally depends on your internet usage habit. If you often stream videos from any sites, it is more likely that the reason why you’re experiencing slow browsing is because your internet connection speed has been throttled down. There’s no fix to this except wait for your billing cycle to end or purchase another unlimited plan from Walmart or through a credit card.

However, if the slow browsing issue was caused by the random hang ups or freezes, then it’s neither the network or your account that has an issue. It’s the phone itself that needs to be checked and more often, random hang ups are caused by third-party apps that have gone rogue or crash. I suggest you boot the phone in safe mode and to see if the problem still happens. If not, then find the app that’s causing the problem and uninstall it. Begin with apps that you recently installed.

Straight Talk Galaxy S5 Can’t Connect to the Internet

Problem: Hi droid guys, I have a Samsung Galaxy S5 from eBay and I brought it to Straight Talk. For almost 2 months my internet is not working and I already contacted the tech support but they cannot fix the issue. I spent 4-5 hours talking to their tech guy but the issue is still the same. I changed the APN settings and factory reset the phone but still no use. I need your help guys and more power! — Casey

Troubleshooting: Hey Casey. I’m really sorry you’re having this problem. My question is, have you tried connecting this phone to the internet via mobile data network (not necessarily on Straight Talk network)? If your answer is yes, then it’s not your phone’s fault but Straight Talk’s. I’m not sure what the tech guys did to your phone if they actually attempted to fix the problem. But for their satisfaction, backup all your data and perform full hard reset (via recovery mode) to reformat the data partition. After that, call tech support and ask for correct APN settings. Instead of writing it down, ask the rep to send the APN directly to your phone (yes, they can do that) to make sure no errors are made. Once you have the APN, set it up on your phone and if you’re sure it’s all correct but the internet still won’t work, it’s a possible SIM card issue. Request a SIM card replacement. The new SIM card may arrive 3-5 days depending on how far your area is.

Straight Talk Galaxy S5 Randomly Shuts Down

Problem: Hi droid guys, I bought a Samsung Galaxy S5 at Walmart last 2 months ago and subscribed on Straight Talk’s unlimited promo. In the first month my phone is doing great, I can make a call send a picture and text messages to my friends. However, just this week my phone keeps on shutting down without a reason. I thought my battery is defective so I charged my phone, but after a few hours of charging my phone is doing the same. I contacted the tech support and spent hours talking to the tech guy but the issue of my phone is still the same. I don’t know what’s the issue of my phone. Please help me guys, I’ll wait for any advice.– Rod

Troubleshooting: There is a lot of reasons why the phone randomly shuts down. Determining the cause is very important in order fix the problem. But the thing is, we really can’t pinpoint if it’s just an app that causes this, a firmware glitch, or one of the pre-installed apps has gone rogue causing conflicts in the system. I’ve outlined a simple troubleshooting guide for you to follow:

  1. First and foremost, boot the phone in safe mode.
  2. Observe closely to see if the phone still randomly shuts down.
  3. If so, backup all your data if possible.
  4. Perform factory reset.
  5. If the phone didn’t shut down in safe mode, find the app that’s causing the problem and uninstall it.
  6. In case the phone still shuts down after the reset, it’s time you troubleshoot the hardware.
  7. Try using a different battery if possible. If the phone still shuts down after that, it’s time you sent it for repair.

Straight Talk Services Failed on Galaxy S5

Problem: Hi guys, I have an issue with my phone, I don’t know if it’s on the phone or with the network. Yesterday I purchased $60 plan from straight talk. In the first 2 hours I can make a call. But in the next few hours I cannot anymore make calls and send a text messages. I don’t want to call the tech support because they’ll keep on transferring my call. Any suggestions is a huge help for me. — Lorie

Troubleshooting: Hey Lorie. It sounds like the issue with Straight Talk’s system but please do the basic troubleshooting procedure of restarting your phone to see if that would make a difference. If not, try calling Straight Talk’s hotline. I’m sure the company’s reps have answers to your questions as it is probably a network-side issue. I’m sorry, we really can’t help you with it because it concerns your provider’s services.

Straight Talk Galaxy S5 Settings has Stopped Error

Problem: Hi guys. I have a Galaxy S5 that I purchased from T-Mobile but just yesterday, I ported my number over to Straight Talk. I think there was an update that I duly downloaded and installed. After I hang up with the rep, the phone started showing the error message “Unfortunately, Settings has stopped.” When it does this, the phone totally freezes and usable. I have to remove the battery and restart it and then after several minutes, the message pops up again. I just want this error to go away. Is it because I ported my number over or it’s a phone thing?

Troubleshooting: Porting your number over cannot make the Settings service to crash. I’m thinking that the recent update may have messed up or corrupted your phone’s settings data, thus, creating conflicts in the system. Since Android cannot resolve the conflict, the Settings service crashes. The first troubleshooting I advice you to do is wiping the cache partition.

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

If wiping the cache partition can’t fix the problem, proceed with hard reset.

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

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