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How to fix Google Play Store error 963 on Samsung Galaxy S9

The Google Play Store error 963 occurs while you’re trying to update or download an app. Some owners of the Samsung Galaxy S9 have complained about this problem so it doesn’t just occur to entry-level devices but also to high-end phones. It’s because it’s not a device-specific problem but an issue with the Play Store. So, if you have an Android phone, you may encounter this problem from time to time.

In this post, I will help you fix the problem with your Galaxy S9 so that you may continue using your phone without being bugged by the error. If you’re one of the owners of this phone, continue reading as this article may be able to help you.

If you have other problems however, visit our troubleshooting page as we’ve already addressed some of the most common issues with this device. Browse through the page to find issues that are similar with yours and feel free to use the solutions we suggested. If you still need our help, fill up our questionnaire and hit submit to contact us.

Here are the things you can do to try and fix this problem on your Galaxy S9…

  1. Restart your phone for it might be just due to a minor firmware issue.
  2. Make sure your Internet connection is stable.
  3. Clear cache and data of Google Play Store.
  4. Remove Google account and add it again.
  5. Perform factory reset.

When the Google Play Store error 963 happens, try to restart your phone first as it might be caused by a minor issue with the firmware. There has been some owners who reported to have fixed similar issues in the past with a simple reboot. If there’s no apparent reason or cause as to why this kind of problem happens, you should do the reboot first.

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Next, try to see if your internet connection is stable. There’s always a chance that the connection between your phone and Google servers were interrupted and resulted to the error. You may try turning off your WiFi or mobile data and turn it on again just to make sure it works properly. After which, try to download the app and see if the error still occurs.

After restarting your phone and making sure your internet connection is stable and the problem continues, then you have to go after the Play Store this time. While it’s the official app store for all Android devices, it’s still an app and may crash from time to time. That said, the next thing you should do is reset it by clearing its cache and data. Doing so will bring it back to its default configuration. However, if the problem continues, then move on to the next solution.

You have to try to remove your Google account and add it again as it might be an issue with your account. Your Android phone is tied to your Google account so it follows that if there’s an issue with it, all services that depend on it may also fail. Try removing it from your phone and then reboot your device. After which, add the account again and download an app. If the issue continues and you badly need to install the app, then you have no other choice but to reset your phone. All firmware-related issues can be fixed by a reset and this one’s no exception. However, make sure to backup your files and data before the reset as they will be deleted:

  1. Back up data on the internal memory. If you have signed into a Samsung account on the device, you have activated Anti-theft and will need your Samsung credentials to finish the master reset.
  2. Turn off the device.
  3. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  4. When the green Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
  5. Press the Volume down key several times 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.

I hope that we’ve been able to help you fix the problem with your device. We would appreciate it if you helped us spread the word so please share this post if you found it helpful. Thank you so much for reading!

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We are always open to your problems, questions and suggestions, so feel free to contact us by filling up this form. This is a free service we offer and we won’t charge you a penny for it. But please note that we receive hundreds of emails every day and it’s impossible for us to respond to every single one of them. But rest assured we read every message we receive. For those whom we’ve helped, please spread the word by sharing our posts to your friends or by simply liking our Facebook and Google+ page or follow us on Twitter.

Samsung Galaxy Note 9 can’t install apps on SD card due to Play Store error 18

Some owners of the Samsung Galaxy Note 9 have been complaining about the Google Play Store error 18 which shows up when they’re trying to install an app. The error message goes like this “App can’t be installed on USB storage or SD card. Try again and if the problem continues, get help troubleshooting. (Error code: -18)” and apparently, the same error would show up if you try downloading the app again.

More often, this is just a minor problem and there were those who reported that the problem disappeared even if they didn’t do anything about it. However, there were some who had to perform some basic troubleshooting to fix the issue. So, in this post, I will guide you on how to fix this problem. If you’re one of the users who have encountered the said error, continue reading as this article may be able to help you one way or another.

For owners who are looking for a solution to a different problem, drop by our troubleshooting page for we have already addressed some of the most common problems with this device. Browse through the page to find issues that are similar with yours and use the solutions we suggested. If they don’t work or if you need further assistance don’t hesitate to contact us by filling up our Android issues questionnaire.

Here’s what you need to do if your Galaxy Note 9 keeps showing the error 18 when you install applications…

  1. Reboot your phone if it’s the first time the error occurred.
  2. Make sure your SD card is working properly.
  3. Remove your Google account and add it again.
  4. Reset your phone.

A reboot may be able to fix this problem especially if it’s the first time that you encountered it. The reason is that the error might be due to a very minor firmware-related issue affecting the Google Play Store. So, restart your phone and see if it get fixed. If not, then move on to the next procedure.

Another possibility is that the SD card you’re using may already be corrupt or damaged and that might be the reason your Note 9 cannot write on it. So, try to unmount it and then mount it again to see if it gets detected and read. If it doesn’t, then try reformatting it, although you may lose all your files if you did but you really don’t have much of a choice now. However, if the SD card gets detected after unmounting it, then try installing applications. Better yet, try installing the app on your phone’s internal storage, if possible, and just move it to the SD card later.

If the problem persists after the first two procedures, try removing your Google account from your phone and then reboot it. Since your phone is tied to your account, there’s always a possibility that the problem is with the account. After the reboot, try setting up your account once again and try install the app you want. If the problem continues while the SD card is working properly and you badly need to install the app, then you have no other choice at this point but to reset your phone. Take time backing up your files and data as they will be deleted. After which, follow these steps to reset your phone:

  1. Back up data on the internal memory. If you have signed into a Samsung account on the device, you have activated Anti-theft and will need your Samsung credentials to finish the master reset.
  2. Turn off the device.
  3. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  4. When the green Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
  5. Press the Volume down key several times 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.

I hope that this how-to post has helped you one way or another. Please help us spread the word by sharing this post to your friends or people who may also have similar problems. Thanks for reading!

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Connect with us

We are always open to your problems, questions and suggestions, so feel free to contact us by filling up this form. This is a free service we offer and we won’t charge you a penny for it. But please note that we receive hundreds of emails every day and it’s impossible for us to respond to every single one of them. But rest assured we read every message we receive. For those whom we’ve helped, please spread the word by sharing our posts to your friends or by simply liking our Facebook and Google+ page or follow us on Twitter.

Samsung Galaxy S5 Problems After Android 5.0 Lollipop Update and How To Fix Them [Part 28]

Samsung-Galaxy-S5-Problems-28

For the past 3 days, we’ve been receiving a lot of emails from Samsung Galaxy S5 owners especially who recently updated their phones to Android 5.0 Lollipop. Among the most common are issues about the WiFi that keeps disconnecting / reconnecting and faster battery drain. While these problems seem unrelated, they actually are and they can be fixed by a simple procedure, which I also included in this post.

This post is a continuation of our popular running series that deals with problems, errors and glitches of Galaxy S5. We’ve already addressed more than 300 problems/questions, so if you have issues with your phone, feel free to visit our Galaxy S5 Troubleshooting page and try the solutions or troubleshooting procedures we provided to our readers. If you can find your issue from the list or if the solutions didn’t work for you, contact us at [email protected] and provide all necessary details including the behavior of the phone and what troubleshooting steps you did. You may also post on our Facebook wall and/or Google+ page and we’ll be happy to get back to you as soon as we can.

O2 Galaxy S5 Keeps Disconnecting From WiFi After Update

Problem: Hi there, I am in the UK on O2 network. Random problems started last Friday Feb. 6th – my phone kept connecting and disconnecting with WiFi causing high data usage, when data usage should have been zero as I was at home, where I have an excellent Wifi set up. Whatever this issue was, it meant my phone wouldn’t charge properly as long as I had internet connection, taking 12 hours to charge from dead to a mere 63% and battery was draining too fast when not connected to charger.   I had to either switch phone off or put it in Airplane mode to successfully charge.

Yesterday, Feb 11th my phone tried to install updated Software – it took 3 attempts at downloading and installing, then kept freezing……Once I managed to force a restart my phone is showing it now has Android version 5 (Lollipop?) but the colours of various applications have changed and cannot be altered. One example is the message screen now has a bright orange band at the top of message list. Why???? It’s too bright and off putting. Any ideas? Kind regards, Linda.

Troubleshooting: Hi Linda. The disconnecting / reconnecting to mobile data is due to a feature called Smart Network Switch. As the name implies, the phone will automatically switch between networks (i.e. WiFi and mobile data) if it detects one is absent or has low signal. This problem plagued users who recently updated their phones so I’m a bit surprised you were experiencing this prior to the update. But anyway, the solution to the problem is as follows:

  1. From the Home screen, tap Apps icon.
  2. Tap Settings.
  3. Tap WiFi.
  4. Untick the checkbox next to Smart network switch.

As to the new appearances of some icons in your phone due to Lollipop update, we really can’t do anything about it since that’s how Samsung designed them.

Galaxy S5 Active Cannot Send/Recieve MMS

Problem: Hi, I saw your email on the Internet and I could really use your help. My samsung s5 active has been having problems since I did the most recent update. First I noticed I can not send or receive any picture messages and when I do it says my mobile data is turned off. I then went to turn it back on when I found that it was already on. Messing around mote trying to figure it out I found that my Internet does not work at all unless I an connected to wifi. I am with att and I’m not over my data usage nor do I think they mind charging if I did go over. Can you please tell me how to fix this. Thank you, Jessica.

Troubleshooting: Hi Jessica. If mobile data is already turned on yet the phone still couldn’t connect to the network, then the problem must be in the APN setting. This is just a bunch of letters and numbers that you will enter in your phone so it could successfully connect to the network. There are several information on AT&T’s APN online but to make sure you got the correct one, call AT&T tech support and ask for it. Then ask the rep to walk you through setting it up in your phone.

Galaxy S5 Won’t Boot Up, Flashes the Screen and Vibrates

Problem: Hello, my Galaxy S5 I have had since mid August and it turned itself off since I got it and now will not turn on. It flashed the screen upon holding down the power button vibrated at the same time, but yet didn’t complete it’s start to boot. It did this last night. My Wifi was turning itself off and on ad would not stay on. I do not know what to do with it at the moment and need it as I cannot afford to buy another one. Thank you, Ms. Berard.

Troubleshooting: Hi, Ms. Berard! I think the problem is just a stuck power key, although, there’s also a chance the switch has been damaged. To address that, remove the battery and then press the Power button many times. If it were stuck, doing so will fix it. If not, then you really have to let a tech check on it.

Once the first problem was fixed, this is what you’re going to do in order to have a stable WiFi connection:

  1. From the Home screen, tap Apps icon.
  2. Tap Settings.
  3. Tap WiFi.
  4. Untick the checkbox next to Smart network switch.

Apps Won’t Install on Galaxy S5

Problem: Hi. It’s been a week now and I still haven’t installed any app yet on my phone. I don’t know what happened but all of a sudden all the apps just said “installing” but its not moving. My phone is Galaxy S5 and I am from Philippines. Thank you. Best regards, Maricar.

Troubleshooting: Hi Maricar. I feel sorry for you having to experience this hassle on a brand new phone. It’s a week old phone, I think your provider would consider replacing it with a brand new unit. A new phone should not act that way. If you felt like troubleshooting the problem, though, try this:

  1. From any Home screen, tap Apps.
  2. Tap Settings.
  3. Scroll to ‘APPLICATIONS,’ then tap Application manager.
  4. Swipe right to the DOWNLOADED screen.
  5. Scroll to and tap Download manager.
  6. Tap Clear cache button.
  7. Tap Clear data button, then OK.
  8. Reboot the phone.
  9. Try to download an app.

If the problem remained, I suggest you factory reset it. Yes, I know it’s new but that’s the good thing about new phones, they don’t contain that many data yet.

  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 the reset and the problem still exists, bring it back to your provider and have it replaced.

Galaxy S5 Heated Up and Won’t Power On After

Problem: Hi, thanks for the site. Four days ago, I charged my S5 and completely forgot about it. An hour later, I felt the upper part of it was very hot. It’s completely dead. I suspected that my battery could have been overcharged. I took it out and tried on another S5, it worked just fine. I just want my phone to start up again. Please help. — Veronica

Troubleshooting: Hi Veronica! First off, there’s no such thing as “overcharging” in today’s smartphones; they’ll automatically stop charging once the charging IC detects the battery already had enough current to fill its cells. You tested the battery on another phone and it worked, right? So, swipe aside the thought that your battery may have been overcharged and damaged.

But honestly, I don’t know what caused the problem but let’s try to take the safest route in our troubleshooting. The first this I want you to do is soft reset it

  1. Remove the battery.
  2. Press and hold the Power key for a minute.
  3. Place the battery back in.
  4. Attempt to turn the phone on.

Most of the time this procedure will fix any minor firmware and hardware glitches. If, however, it failed, then focus on finding out if the phone can still manage to power up in other modes. Try to boot it up in safe mode first:

  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.

If safe mode boot up was successful, then the hardware is safe. Just try booting normally and that should do it, otherwise, try booting it in recovery mode:

  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.

If all these procedures failed to power up the phone, then bring it to a technician and have it checked.

Galaxy S5 Screen Burning Out

Problem: Hey, I have a Samsung Galaxy S5 and lately when I have my brightness really low (ultimately trying to save battery life) the screen has been acting as if the light is about to completely burn out. Tonight my phone got to 5% and automatically dimmed but this time it looked like it was going crazy the screen started to get bright and dark like a light bulb before it blows, luckily when I plug it in or turn up the brightness it stops acting like its broke, but why is it doing this is it a defect in this particular galaxy or is my phone just dumb? — Trynady

Troubleshooting: It’s not the first time I heard of this problem. In fact, I already encountered two issues wherein the light sensor was damaged. So, if this problem can’t be fixed by simple troubleshooting, you really have to send the phone in for repair. The first troubleshooting procedure you need to follow is this:

  1. Swipe your finger from the top of the screen to the bottom to open the Notification Panel.
  2. The display brightness bar is shown below the Quick Panel shortcuts.
  3. Touch Auto to turn off Automatic brightness. (Please note that Automatic brightness allows the phone to automatically adjust brightness based on the remaining battery charge.)

If this procedure didn’t fix the problem, I suggest you backup your data and perform full hard reset to rule out the possibility that it’s just a firmware issue:

  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.

Galaxy S5 Gallery Never Worked Since

Problem: Hello, I have learned a lot on your website, and I really appreciate your sharing what you know and all the time and effort that has been put into it. Unfortunately, I have not been able to find anything regarding the problem I have had since I got my new S5 at Christmas. Since I got the phone, the Gallery app refuses to open. I just get a black screen, and it is hard to go back to ‘home.’ I have searched the internet, and stopped at my local AT&T store, but the best advice I have gotten is to take it to the AT&T tech guys in town, which would be quite a trip for me. I am hoping that you can offer some advice and save me a trip into downtown Houston. — Dawn

Troubleshooting: The problem, while it may be minor, is rare. Honestly, I never encountered a problem wherein the Gallery won’t run since day 1. The first thing I want you to follow, Dawn, is to clear the cache and data of the Gallery app:

  1. From any Home screen, tap Apps.
  2. Tap Settings.
  3. Scroll to ‘APPLICATIONS,’ then tap Application manager.
  4. Swipe right to the DOWNLOADED screen.
  5. Scroll to and tap Gallery.
  6. Tap Clear cache button.
  7. Tap Clear data button, then OK.
  8. Reboot the phone.
  9. Try to download an app.

If you already have photos in your phone, don’t worry they’ll remain intact if you did this procedure. In case the problem remained after you cleared both the cache and the data, boot the phone in safe mode and open the Gallery from there:

  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.

Lastly, if the problem persisted even in safe mode, hard reset the phone to give it a fresh start and to see if the problem could be fixed by doing so. Otherwise, it’s a firmware issue and you really need to have your provider’s tech check on it.

Text Message Won’t Pop Up After Lollipop Update

Problem: I upgraded my phone yesterday and now I’m unable to get my text message windows to pop up while in other apps. Now I have to go into the text app itself. Before upgrade I could receive my text messages in the pop up window regardless if I had my phone on silent or vibrate. Now I can only receive them in the pop up window if my phone is on ring or vibrate. I went into the Text app notification settings and checked the pop up window box but nothing is working. I hope you can help. Best Regards, Amanda.

Troubleshooting: Hi Amanda, please clear the cache and data of the messaging app to see if that makes a difference. There have been a lot of reports about this problem shortly after an update and that simple troubleshooting procedure fixed many.

  1. From any Home screen, tap Apps.
  2. Tap Settings.
  3. Scroll to ‘APPLICATIONS,’ then tap Application manager.
  4. Swipe right to the DOWNLOADED screen.
  5. Scroll to and tap the messaging app.
  6. Tap Clear cache button.
  7. Tap Clear data button, then OK.

If, however, the problem remained, factory reset the phone but don’t forget to backup all your data first.

Email Photos Won’t Show After Update

Problem: I have a Galaxy S5 with Verizon, I just did the update yesterday. There’s been a few things I’ve learned to tweak with to figure it out but one I can’t seem to manage is the email content. This is in the email app, not the Gmail app. If its text, it’s shown. If it’s something from, for example, Coldstone or Togos, with an ad or coupon, nothing shows up. There is no picture, nothing. I’ve tried looking for a setting to show html content, like it had been before the update, but no such luck. Suggestions?

Also, when I turn the ringer off, Inc vibrate, it now turns my alarm off. So I have to go into the ringer settings (shortcut still, yes) to change it to priority interruptions only every time. That’s annoying, that’s the way that works now tho right?

Looking forward to hearing back in regards to being able to view my email content. I want my coupons back 😉 Thanks! — Dawn

Solution: Hi Dawn. So, you have a couple of problems after the update, huh? Don’t worry, they can be fixed. Now, about your email problem, just try to scroll down to the very bottom of the email message that has attachments. The blue refresh icon will appear and after that, you can now download the attachment.

About the other issue, I guess that’s how the S5 with Lollipop works now but there’s a workaround.

  1. Open the Notification bar on the lock screen.
  2. Tap on the top right icon to go to icon page.
  3. Tap on the pencil icon to edit buttons.
  4. Drag ‘always interrupt’ button to the top section.
  5. This time, when you open the notification bar, you can tap on the always interrupt button.
  6. It will show priority only and the sound icon will show Sound (priority).
  7. Now, go to Settings > Sound and notification > Interruptions.
  8. Choose the options you want to occur when pressing the Always interrupt button.
  9. It will tell you that “Alarms are always considered priority interruptions.”

Can’t Access Emails on Galaxy S5

Problem: Hi. Just got a Samsung Galaxy S5..vodafone.network…hubby is using my 4 …i am unable to get any emails through…keeps saying…network error check connections….i have compared all settings in hubbys phone…all are the same..and we have the one email account on both the phones…i did get some through…but not all…even have the 2 phones side by side…hubbys has strong signal…my new one…network error….have you any tips..before i have to take time off work..to take phone back i to vodafone store…..lucky i can still access emails on hubbys phone..same network..many thanks. — Tracey

Troubleshooting: Hi Tracey, I have a feeling that mobile data hasn’t been enabled in your phone. Please follow these steps to enable it:

  1. From the home screen, tap Apps.
  2. Tap Settings.
  3. Scroll to and tap More networks.
  4. Tap Mobile networks.
  5. Tap Mobile data.
  6. Tap OK if prompted.

Just in case mobile data has already been enabled and this problem still occurs, then the APN in your phone may not have been set properly. Call tech support and ask for the correct APN settings and have the rep walk you through setting them up in your phone.

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Feel free to send us your questions, suggestions and problems you’ve encountered while using your Android phone. We support every Android that is available in the market today. And don’t worry, we won’t charge you a single penny for your emails. Email us via [email protected] any time. We read every email but can’t guarantee a response. Lastly, if we were able to help you, please help us spread the word by sharing our posts with your friends or visit our Troubleshooting Page. Thanks.

Galaxy Note 5 has no sound notifications, won’t charge wirelessly, other issues

Welcome to the last #GalaxyNote5 post for this week. We hope that you’ll find this material useful as ever. We’ll resume publishing more Note 5 posts next week.

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 Note 5 won’t install the latest Android update

I have a Samsung Galaxy Note 5 which is currently stuck in Lollipop (5.1.1). I know that Nougat is being released for my phone but I cannot even seem to get it to update to Marshmallow. I have had this phone for over a year, so it always updated fine until the version it is on now. I got the phone straight from AT&T and never left that carrier so there should be no reason that it is not connected to their network. I even tried factory resetting it with no results or changes. I try to look for updates and it says it is up to date. Below the “Check for software updates” button, there is a “Continue software update” which I am not able to select. I am worried my phone tried to update over some random wifi when I was going somewhere and it will never be able to continue until I find that WiFi. I tried downloading the Samsung Switch app on my computer but that also said my phone was up to date which is impossible when it is now 2 whole versions behind. I also contacted AT&T and they said I would need to contact Android for this problem because it is not them. Is there any way to get my phone up to date? Thank you. — Kara

Solution: Hi Kara. Since the normal update methods for your device don’t appear to work for some reason, we say you try flashing. This is the only option left in your case. We don’t provide flashing guides for particular devices in our blog so you want to do some research to find a good guide. Flashing can potentially brick your phone so be sure to do it properly with the help of a good set of instructions.

Problem 2: Galaxy Note 5 screen background showing grey line with horizontal lines

My phone is stuck on the start-up screen, showing the Galaxy Note 5 logo as well as the android logo below… but weirdly, the screen background is gray with little horizontal dark gray lines. I would attach a photo, but don’t see where in your form to do that. It was fine, using it with Google Maps in my car, plugged in to a car charger. Arrived, unplugged, and put the phone in my pocket. 10 minutes later, pulled the phone out and it was off… on trying to turn it on, it got only this far, and froze.

Also, I have never seen this weird gray patterned background. I tried volumeUP+home+power (nothing happens), volumeDOWN+home+power (customOS screen, then chosing volumeDOWN for restart … which takes me back to the gray screen), volumeUP&DOWN+power (the screen goes black for a few seconds, then blinks back to the gray screen)… I’ve tried all combinations with the sim card out, as well. I can’t seem to get it into SAFE MODE or to clear the cache partition (perhaps because I can’t actually get the phone to turn off). Any advice? –Jonathan

Solution: Hi Jonathan. Well firstly, since the phone won’t boot to Recovery mode but would to Download mode, the only best thing that you can try right now is to attempt to flash the bootloader. Sometimes, a corrupted bootloader can lead to an issue like yours so reverting it back to its stock form may help. We assume of course that you did not modify your phone’s official firmware by rooting or flashing. If you did though, we suggest that you reflash the stock firmware first.

If your phone has always been running official software all along, consider flashing the bootloader first. Below are the general steps on how to do this procedure. The exact steps may vary so make sure to find a good flashing guide online. The steps below are only for demonstration purposes only:

  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.

Secondly, if your phone does not power on normally nor respond to any hardware button combination, there’s very little that you can do about it. Doing the hardware button combinations is the last step that you can attempt. You will have to send the phone in so its hardware can be examined by a professional. Think of it as sending your phone to the hospital for much needed surgery. Since your phone is not totally powered off, there’s still a chance that a “surgery” can still save it.

Problem 3: Galaxy Note 5 can’t install apps from Google Play Store, showing error 960

After performing OS update to Android 7.0, i can’t install any apps from Google Play. Display error 960 every time i downloaded any app. Whenever I pressed power + volume up + home button, “installing system update” always appears followed by “No Command”. I’ve done wipe data/factory reset, wipe cache partition several times but to no avail 🙁 What should i do? Appreciate any help. Thank you! — Ben

Solution: Hi Ben. There’s no official statement from Google what error 960 means exactly but some users online have reported a few workarounds. Below are a couple of them that you may find useful.

Wipe the data of Google Services Framework app. This step must be tried if doing a factory reset won’t work. Here’s how to do that:

  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, look for Google Services Framework.
  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. Tap Clear Data

Try using a different Google account. Some users reported that switching to a different account worked for them. We can’t validate if it’s an effective solution so you’ll have to try it to know.

Contact Google Play Support team. If both solutions won’t help, contact the right people who may be aware of this code is the last best move for you. Follow this link.

Problem 4: Galaxy Note 5 screen is unresponsive, only responds to the S Pen

Hello, I’m having screen issues with my Galaxy Note 5. The screen is only responding to the S Pen. I tried the soft reset using the Vol down and power key, I tried putting it in safe mode, I tried deleting the partition cache in recovery mode, cleaning out the ports and did a software update. Nothing seems to work. The physical buttons work fine. Do you have any other suggestions? Thank for your time. — Anthony

Solution: Hi Anthony. Do a factory reset and see if the screen works fine afterwards. If it doesn’t, send the phone in for repair or replacement.

Problem 5: Rooted Galaxy Note 5 can’t connect to PC

Rooted the N5 (SM-N920A) no issues. Tried installing TWRP with either N920T/N920(unlocked/No carrier) phone kicked back “At&t had found unauthorized software on device, please bring to a authorised At&t store”. I was able to get back into the OS once, but after that I cannot get into anything other than “Download Mode.” OEM unlock and USB debugging we’re both enabled prior to brick. They main issue is with connection to PC,or lack there of. My windows 10 & 7 machines both show a device but with some sort of error. Can not connect to ODIN/Kies. I did uninstall and reinstall drivers, also connected a GS6(which connected just fine). Doesn’t show any devices connected. Don’t really know where to go from here. Any help would be amazing. — Ryan

Solution: Hi Ryan. Flashing unofficial software or rooting can sometimes lead to problems. Custom software, like official ones, are not perfect and can come with bugs. If your phone was connecting to a PC fine before you installed the unofficial software, this bug is most likely coming from that software. You should try to contact the developer of the software for support.

In some cases, engaging the community that uses such software can shed light on some problems. We don’t know how you get your software but if someone recommended it for you, consider doing some research how you can get support for it. You need expertise from people who develop or uses the software. You can also visit other forums that discusses the software in question.

Our blog does not support third party firmware or unofficial firmware versions.

Problem 6: Galaxy Note 5 has no sound notifications

Hi. I’m having a Samsung Note 5 and since recently my phone goes numb like no sounds while ringing or when receiving messages. Facebook does not even alarm. But when i try the music player, the sound comes. Once restarted, it works fine for some time like few hours and again the same story. Display works as normal but no noise comes. I even tried resetting the phone back to factory defaults but no use. — Maxdilhan

Solution: Hi Maxdilhan. Make sure that you set notifications properly first. You can do that by going under Settings>Notifications.

If nothing changes, or if sound notifications have already been set properly all along, consider checking the possibility that your issue may be due to a third party app. To do that, you want to restart the phone in safe mode to block third party apps and services. If sound notifications work fine when your phone is in safe mode, that’s proof that our suspicion is right. Here are the steps to restart your Note 5 to safe mode:

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

Problem 7: Galaxy Note 5 stuck in Samsung logo screen

My Galaxy Note 5 gets stuck on the start up Samsung screen if I reboot or turn off my phone. When it is stuck, the logo fades out, then it brightens back up like when it hasn’t been touched and about to time out. I’ve just let the phone install and update just the software that comes with it thinking it was some app I have installed. But no. It still happens.

Here’s the kicker. I thought the phone was broken and got another one. Same thing happens. I have even just let the phone try to correct itself. The only thing that happens is the phone gets extremely hot. Please help. — Eric

Solution: Hi Eric. An issue like this is not supposed to happen on your replacement Note 5 because it’s very unlikely for the same user to experience the same exact hardware problem on at least 2 devices. We don’t think it’s a device issue at all. You must be doing exactly the same problematic thing on this device, or that you’ve installed the same buggy app on both phones. To see if that’s the case, quickly do a factory reset on the second phone and observe how it works where are no apps installed.

Below are the steps on how to factory reset your phone:

  1. Turn off your Samsung Galaxy Note 5 completely.
  2. Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  3. Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  4. Once the Android logo shows, release both the Volume Up and Home buttons.
  5. 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.
  6. Use the Volume Down key to highlight the option ‘Yes — delete all user data’ and press the Power key to select it.
  7. 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.
  8. The reboot may take a little longer to complete but don’t worry and wait for the device to become active.

If you’ll find out that the phone works normally without a problem when it’s running a clean software, uninstall your apps until the issue is gone.

Remember, there’s no way to identify which of your apps is the culprit so you’ll have to eliminate possible suspected apps one by one.

Problem 8: Galaxy Note 5 keeps rebooting by itself

My wife picked up her phone to use it, and altho’ the battery was 100% charged, the screen was totally black, and appx every 10 seconds the phone would momentarily buzz/vibrate for just a split second, and it just keeps on doing that. The SAMSUNG logo comes up briefly, and then goes away, leaving just a black screen.  Then the phone starts buzzing/vibrating for a split second, and this happens once every 10 seconds or so. Any help would be greatly appreciated. Thanks. — Russ

Solution: Hi Russ. Try to see if you can stabilize the phone enough to do some software troubleshooting or solution. As it is, there’s really no way for you to fix the problem on your end. Consider booting the device to alternate mode first so you’ll see if you can then do follow up troubleshooting. Here are the steps to do each of them and the respective software troubleshooting that you can do:

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 logo 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 logo 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 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.

Problem 9: Galaxy Note 5 won’t charge wirelessly from time to time

JUNE 21ST 2017: SINCE THE LAST UPDATE MY NOTE 5 QUIT WIRELESS CHARGING 90% OF THE TIME, ON ANY AND ALL OF MY 6 DIFFERENT SAMSUNG AND OTHER BRAND CHARGERS…..FINALLY GOT IT ON A OFF BRAND CHARGER LAST NIGHT, AND TODAY ON A BLACK SAMSUNG BY TAKING OFF MY SEDIO CASE- WHICH HAS ALWAYS BEEN ON SINCE DAY ONE, AND ALWAYS CHARGED THRU IT SINCE DAY ONE- ONLY SINCE LAST MAJOR UPDATE DID IT STOP WORKING…..IDEAS??? — KARL

Solution: Hi Karl. Try the usual set of software solutions in fixing post-update issues:

Cache partition cache and factory reset. If the problem returns after a factory reset, contact your carrier and report the trouble. We assume you downloaded the update by air (also known as over-the-air update) so letting your carrier know of this problem will hopefully prompt them to check if it’s a bug that they can fix. Otherwise, have the phone replaced.

 


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Quick ways to fix common Samsung Galaxy S6 app problems

We have received a lot of app problems from Samsung Galaxy S6 (#Samsung #GalaxyS6) owners so I included a dozen of problems in this post. I covered the common issues that may occur on both pre-installed and third-party apps including not being able to more pictures using the Gallery app, Play Store fails to download and install an app, app crashes, etc.

Galaxy-S6-Apps

Read on to learn about these problems and how to fix them…

  1. Cannot move pictures after an update
  2. Play Store shows it’s installing an app but won’t finish
  3. Firmware update notification keeps popping up, emails not updating
  4. Audio blurred out and hissing while recording videos
  5. Apps keep crashing
  6. Apps icons disappeared, home screens got deleted
  7. Doesn’t display the IDs of the callers
  8. Cannot retrieve emails
  9. Showing “Updating contact list…”
  10. Prevent Google Contacts image from replacing images with contacts on the phone
  11. Owner complaining about multiple issues
  12. Shows up a page suggesting to download random app

If you are looking for a solution to a different issue, visit our troubleshooting page, find issues related to yours and use the solutions we provided. If they didn’t work for you, then you may contact us directly by completing this questionnaire and hitting the Submit button.


Galaxy S6 can no longer move pictures after an update

Problem: In regards to the gallery app, I was organizing photos from camera to different albums. At one point, the process armed to freeze either while or after moving some pictures. So I hit the key on the bottom right of the phone. Went back to the gallery but couldn’t move any more photos. The message said, “unable to move photo.” I kept trying then after a while it worked again. But then it froze up again. I waited overnight to try again, but still not able to move photos to albums . Any suggestions? Brand new phone, activated it yesterday. Now there was a software update, but I can’t remember if it was before or after the problem began.  Thanks. — Linda

Solution: To be able to create albums is now a native feature in the S6’s gallery app and you should be able to do so without having issues like this. But since it already happened to you, the most effective way to fix it is to clear the cache and data of the gallery app. You may lose the albums you already created but if it means it would be smooth sailing after this, then it’s worth the trouble.

Play Store shows it’s installing an app but it won’t finish

Problem: I go to the play store and try to download an app and it shows the bar going and says installing but it never does. I also can’t update anything either.

Solution: Just make sure you have an active internet connection and that no other app is updating. If you’re not getting any sort of an error while trying to download an app, then it must be just a minor glitch. Force close the Play Store and then try again; it often works after that. If not, then clear the data of the Play Store. That should do it.

Firmware update notification keeps popping up, emails not updating

Problems: I have 2 issues. 1. This update continually wants to install the latest software update even though it has just been successfully installed.  After the 3rd time, I just started ignoring the update manager. 2.  Microsoft Exchange appears to be syncing all folders, except that it will no longer update unread mail status.  Emails read on the computer remain unread on the mobile device.

Solutions: The solution to your first problem is to download all remaining updates. Several updates may come in all at once when Samsung already rolled some and the phone has just been activated or used. Once you’ve downloaded all of them, you won’t be bugged by the notification anymore until the manufacturer or your carrier rolls out another one.

As to the second problem, well, try to setup your email again and make sure all settings are correct.

Galaxy S6 audio blurred out & hissing while recording videos

Problem: Basically, on my SnapChat whenever I record a video while playing music through the phone, (Galaxy S6) the music is making a hissing sound and almost blurred out… Is there a solution?

Solution: Try playing a music and record a video using the stock Camera app to find out if the hissing sound is still there. If it’s not, then the problem is with SnapChat and there’s not much you can do about it but report the problem to the developer.

However, if the audio still hisses while recording a video even with the stock camera, then the issue is with the phone and apparently there’s an interference between the camera and the amplifier. Still, there’s not much you can do about it but report the issue. Your provider or Samsung may have already known about it and already has a solution for it. So, they sure are worth calling.

Galaxy S6 apps keep crashing

Problem: Hi. I have my S6 for few month with no problem but now it just keeps crashing and giving this unfortunately app has stopped error and i cant do anything, like memo wont open i cant write text and so many other apps please help me.

Solution: If this problem started after an update, then just wipe the cache partition and that should do it. However, if started without apparent reason, it might be a serious firmware issue. You need to backup your data and do the master reset.

Apps icons disappeared, home screens got deleted

Problem: Since I got the phone at various times apps disappear from the front screen.  I have tried locking the screen but it still did this.  Last night it deleted a whole page of apps.  The apps are still in the apps section that shows all of my downloads.  But I have to go back and bring them forward again to the front screen and recreate the different blocks of apps. Any ideas how to stop this?

Solution: If you downloaded a third-party launcher, try to uninstall it. However, if you’re using the stock TouchWiz app, then clear its cache and data but please note you will also lose all the home screens you created. But the next time you build them up, they won’t be deleted anymore. But if all else fails, the master reset will fix it for you.

Galaxy S6 doesn’t display the IDs of the callers

Problem: My phone doesn’t display the names of people who call me.  I have loaded the contacts on the phone’s internal memory and I also have my contacts uploaded to my gmail account.  The phone seems to be having problems showing the incoming details when I register a number as +1864xxxxxxx but it will show incoming calls that are registered without the +1864 format. I am puzzled as I had no issues with my Samsung S3.  Please assist if you can.

Solution: I think the contacts that won’t show the caller ID have duplicates. Delete or merge those duplicates into one contact that would fix the problem. You may also try clearing the caches and data of both Contacts and Contact Storage but be sure to backup your contacts first. Based on your description, these are just the things you need to do.

Galaxy S6 cannot retrieve emails

Problem: On my Samsung Galaxy S4, I was able to view emails saved to custom folders.  I have a Hotmail account. On my new Samsung Galaxy S6, I can retrieve the custom folders, but the folders are empty.  I get the following error message: “No Emails,” “You may have emails that have not yet been retrieved from the server.” How can I retrieve the emails from the server? Thanks.

Solution: Turn on the sync for the account and if the problem remained, just set the email up again.

Galaxy S6 is showing “Updating contact list…”

Problem: Contacts updating forever after latest update this morning. I could not find a sync button. I did do the recovery screen, wipe data partition and restart. Still contacts updating forever. Hope you can help ?

Solution: Clear both the caches and the data of the Contacts and Contact Storage services and that should do it. But please note that all contacts saved in your phone’s memory will be deleted. Those that are saved in the SIM or online will remain untouched.

  1. From any Home screen, tap Apps.
  2. Tap Settings.
  3. Scroll to ‘APPLICATIONS,’ then tap Application manager.
  4. Swipe right to the ALL screen.
  5. Scroll to and tap Contacts (then Contact Storage).
  6. Tap Clear cache.
  7. Tap Clear data, then OK.

Prevent Google Contacts image from replacing images with contacts on the phone

Problem: Do you know how I can stop Google contacts images from replacing the contact images on the stock contacts app on the Galaxy S6.

Solution: Disable the contacts sync for your Google account.

Owner complaining about multiple issues with the new Galaxy S6

Problem: I’m hating this phone, upgraded cause I loved the Galaxy S4.

  1. Bluetooth can’t wake up phone, even though it is a registered secure device. It sometimes sites if I use the Google our Samsung wake-up password. Should I need to do both? Or is there a conflict?
  2. Thumbprint I’D spots working and locked me out. My password would not unlock it. So date this happened twice, and I was without access for 4 days till I could call my wife on another phone. Very dangerous. Finally got it to ask for my Google password and got in.
  3. Still requires pin unlock in my identified secure locations.
  4. Phone gives new 1 or 2 seconds to enter Pin before it goes dark. Usually takes me or 4 tries before it unlocks.
  5. The native calendar app really sucks. Doesn’t allow dialing phone from location, nor does it allow copy and paste. The former native app on Samsung 4 did allow this. Also the app doesn’t show attachments our notes in an appointment.
  6. The native message app won’t read out message if there is more than one. It often won’t see”” or read out a new message. And it no longer gives a menu of options after reading a message…no “”reply, forward, delete”” verbal commands. This is absurd they’d remove these functions from what worked so well in the 4.
  7. Some data entered into contacts is not synced across platforms to exchange server, especially if done via Cardcam app.

There are more problems, but these are the most urgent. Thanks for helping and perhaps communicating this to Samsung. I’m about to switch to iPhone, I feel so frustrated. I’m president of a significant non profit org, and can’t believe how unproductive I’ve become since upgrading, rather DOWNGRADING to the Galaxy S6.

Suggestion: For a brand new phone, that’s a lot of problems and most of them appear on this list as they don’t conform with your preferences. There’s no use in troubleshooting if there’s no real issue. So, I suggest, go ahead and switch to iPhone, this phone isn’t just for you.

Galaxy S6 shows up a page suggesting to download random app

Problem: When I turn on phone for first time, usually if I try to open up my messaging app the google play store app pops up wanting me to install some random app.  I have done a total reboot a few time.

Solution: It’s an ad, apparently. What happens actually is a webpage would pop up and suggests you install an app but more often, the Close (X) sign can’t easily be found so instead of closing the page, you end up tapping on it. This time, you will be redirected to the Play Store page, which automatically opens Google Play Store. To fix it, find the app where the ad is attached and uninstall it and if you’re having such a difficult time find the culprit, just reset the phone.

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