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Galaxy Note 4 keeps saying lock screen is needed, messaging apps keep crashing, other issues

Hello Android fans! Welcome to another #GalaxyNote4 post. We’re bringing you 9 more issues about the Note 4 in this post so we hope it’ll be helpful for you.

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 4 turning off randomly

So I have the Samsung Galaxy Note 4 and recently it’s been turning off randomly. And I would have to take out the battery and reset it by holding down the power button for a while and putting it back in. This usually takes a lot of tries before it starts powering on again. I have been suggested to do a factory reset but I am afraid to lose all my message data and I don’t know how to back up the messages. I have also been suggested to do a software update which I’m currently doing but it has been showing 55% completed for the last hour without any improvement. What do you suggest I should do? — Spoorthi

Solution: Hi Spoorthi. If your Note 4 has been around (at least 2 years old), you should seriously consider getting a new battery if you don’t want to do a factory reset first. We don’t suggest testing a new battery without doing a factory reset but since you don’t want to do that, using a different battery should be the priority.  If a new battery won’t fix the problem, back your files up using Samsung Smart Switch before performing a factory reset.

For reference, here’s how it’s done:

  1. Create a backup of your important files such as photos, videos, contacts etc. You can use Smart Switch for this task.
  2. Turn off the Galaxy Note 4 completely.
  3. Press and hold the Volume Up and the Home keys together, then press and hold the Power key.
  4. When the Note 4 vibrates, release both the Home and Power keys but continue holding the Volume Up key.
  5. When the Android System Recovery shows on the screen, release the Vol Up key.
  6. Using the Volume Down key, highlight ‘wipe data / factory reset’ and press the Power key to select it.
  7. Now highlight ‘Yes — delete all user data’ using the Vol Down key and press the Power key to begin the reset.
  8. When the master reset is complete, highlight ‘Reboot system now’ and hit the Power key.
  9. The Note 4 will restart but it will be longer than usual. When it reaches the Home screen, then begin your setup.

If a factory reset won’t help either, have the phone repaired or replaced.

Problem 2: Tips to minimize Galaxy Note 4 battery drain

Serious battery drain on both my Note 4 phones. Have changed to new OEM and Duran all batteries. Done everything including factory reset. Problem continues to get worse. Just played 30 min of PVZ2 and sucked 40%, for example. Phone will crash at ~40% Plug in and may read 0 to 60% instantly. Many reports of similar problem. Likely software or update or configuration issue? Thanks. — Don

Solution: Hi Don. If battery drain issue persists even after using brand new official battery, that should tell you something — that it’s your lifestyle and usage habits causing it. You should introduce drastic changes to how you use your phone and reduce the number of your apps significantly to fix the problem.

Below are some of the things that you can try:

Minimize apps that drain the battery. Knowing apps and services that cause battery drain issue in your phone is simple. You don’t need to install another third party app (which can only aggravate the issue) to do it. Just go under Settings>Battery or Settings>Device management>Battery and see what are the top apps that consume battery power most of the time. If you see an app high up on the list consuming a huge amount of battery even if you’re not using it often, you should uninstall it. Some expected services like Android OS or screen will be among the top battery consumer in this list so you should also consider tweaking them or modifying your usage habits to address the issue.

Change screen brightness level. High display setting is usually the primary cause of battery drain in most phones so we recommend that you put screen brightness to the lowest possible level that’s comfortable for you.

We also suggest that you set screen timeout setting to the lowest possible interval so the system can dim the screen if its idle.

Lower screen resolution. Like lowering screen brightness, changing screen resolution (to a slightly bigger one) of an Android device can help in minimizing battery drain. If your Note 4 is rooted, you should be able to change the resolution by installing an app that can do this task, or by editing the build.prop file. This trick requires more advanced steps so if you don’t want to modify the official software of your phone, simply ignore this suggestion.

Use power saving modes. If you regularly need longer battery life in a day, make sure to use the power saving modes in your device. Sure, you won’t be able to use advanced features on your phone but they can still come in handy if you only want to use the device for SMS and voice calling.

Uninstall apps. Keep in mind that the more apps you install, the more complicated the entire system becomes. The operating system will also take longer to load and process every task at hand, causing the entire processing mechanism of the device to take a lot longer to work. We strongly recommend that you keep the number of apps as low as possible. Remove ones that you don’t need. Games should go first. We know it can be difficult, especially if you rely on your phone for entertainment on the go but a lot of games are problematic when it minimizing battery power. Some apps like social networking apps and messaging apps constantly talk to remote servers to get the latest updates called polling so you want to make sure that you minimize or remove them as well. Although Google encourages developers to make their apps disable background service updates when there’s no internet connection, not everyone complies. This means that some apps may continue to run in the background waiting for updates. Unfortunately, an end user like you won’t have a clue at all which app is good or not. Even official apps like Facebook and Facebook Messenger is a notorious abuser. Needless to say, the fewer the apps you install, the better it is for the battery’s health.

Recalibrate the battery. Sometimes, Android loses the ability to track battery levels correctly so helping it do its job may pay off. Here’s how to do it:

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

Do more research. We can only discuss so much about this topic in this post so we recommend that you invest more time in looking for other tips and tricks in minimizing battery drain issue. Unless there’s an unknown hardware or software issue behind the problem, battery drain is mostly caused by poor usage habits so use your smarts in dealing with it.

Problem 3: Galaxy Note 4 fingerprint sensor not working

Have Note 4. When i go to unlock it the screen comes on but the finger print sensor doesn’t work and the screen doesn’t respond so i can’t enter password to unlock. i did a soft reset and a hard reset, still the same. If i turn it off then on i can enter the password and the phone works perfect until it goes to screen lock, then the screen won’t let me enter the password. (the keyboard doesn’t show or sometimes shows for a slit second and disappears. — Rdrussell

Solution: Hi Rdrussell. We don’t know what exactly you mean by hard reset but if you’ve already tried a factory reset via Recovery mode without any apparent positive result, you should consider a phone replacement.

Problem 4: Galaxy Note 4 wifi not working

I have Wifi set to always on, but it turns off when the phone is asleep. Further, when I try to turn it on, the switch turns grey before eventually settling back into the off position. When I am charging the phone, the Wifi will turn on with much coaxing, and even connect, but it will then immediately drop and reconnect, occasionally turning off then on. Sometimes, it will turn on and not find the network. I have tried hard and factory resets, even flashing the ROM and the problem persists. Do you think that this sounds like an antenna issue or a chipset issue, or something else? Is there anything that I would be able to do about this? — Michael

Solution: Hi Michael. If a factory reset did not fix the issue, there’s a chance that the problem is hardware-related. The networking chip may not be working properly for some reason so a phone replacement should be the best option for you.

Problem 5: Galaxy Note 4 suddenly dies and won’t power back on

Hi. I for soon 2 years ago bought a Samsung Galaxy Note 4. It has been working perfectly fine and dandy. But for a couple of days ago I traveled from Sweden to Beijing, China. To keep up with the rest of the world I used a VPN on it and changed the SIM card to a Chinese brand. Everything went smoothly until today when I travelled domestic for 3.3 hours. It was fine and I was listening to music the whole time, but when the plane landed I only had 15% left and it died. I tried starting it up but the text where it stands “Samsung Galaxy Note 4, powered by Android” only showed up for 1 second before it turned of again. This is not the first time this has happened so I thought nothing about it and just went on like normal to the hotel. Unfortunately when I arrived at the hotel and tried starting it again after putting it in the charger it still did the same thing. Except when the charger is in the screen also shows the “SAMSUNG” text for 2 seconds now. The little lamp that usually shows red/green to indicate if it’s on full power or not is not working at all. I really need my phone so would appreciate if you know what the problem is and how it can be fixed. Cheers. — Jenny

Solution: Hi Jenny. There’s a number of things that you must check in this case but we recommend that you try getting a new battery first.

There’s no software troubleshooting that you can do in this case except to try and see if you can turn the phone to other modes. Here are the steps on how to do that:

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.

If your Note 4 won’t boot to any of the modes above to allow you do to follow up troubleshooting, it’s hardware must be dead. Get a new phone if possible.

Problem 6: Galaxy Note 4 update notifications won’t stop

Hello. I have a Samsung Galaxy Note 4. A few days ago my Fitbit app was not working. On the Fitbit help forum it recommended that I check to see if my phone needed a software update. I did check, and it did need an update. I installed the update and the phone was working fine. The Fitbit app was working again after the update as well. However that night I got the notification that my phone had a software update available. I tried the update again. It finished and my phone was working fine. However it tells me there is a software update available again. I checked out some of the articles on your website and I tried to clear the cache thing, but it didn’t work. The software update available came up again. I tried the update again. After it finished the icon for the software update came up again. So I tried a soft reset and took out the battery and when I turned the phone back on the software update icon is still in the drop down menu. Thank you in advance for your help. — Mary Cate

Solution: Hi Mary Cate. If the update notification keeps showing up, try to check if you can turn it off first by going under Settings>About device>Software update. Sometimes, carriers disable the option for a user to download updates manually so if you can’t turn the automatic notifications off, you must try to do a factory reset to fix it. Refer to the steps above on how to do it.

Problem 7: Galaxy Note 4 won’t charge and drains battery fast

I noticed my Note 4 would charge in a strange way. It would say “connect to dock” when I was using a charge cable (not a docking station), it would charge very fast and die very quickly. Sometime it would not charge at all and the battery would drain while using it plugged in. I tried different cables and it did not change. I purchased a new battery and it charged fine after I replaced the battery but it would not hold the charge. It would go down 20 percent in an deters little as 8 mins using the Facebook app. I purchased a new USB charge port and installed it. Battery lasted a little longer but then my soft keys would not work. I messaged the guy I bought the charge port from and he sent me and replacement. Put that one in and nout change in battery life and my soft keys still do not work. I thought I may have damaged the port when replacing it so I put the original port back in and my soft keys worked fine but the phone would not charge properly and would die rather quickly. Any ideas? — Shawn

Solution: Hi Shawn. Just get a new phone. The issue is apparently not battery- or charging port-related so identifying which component in the motherboard is causing the problem is simply too impractical. Some users were successful in fixing this kind of problem by replacing the power IC but some are not so lucky. If you think you can manage to get hold of a new power management IC for this device and replace it yourself, you should try that first. Otherwise, just keep your money so you can buy a new phone.

Problem 8: Galaxy Note 4 cannot make or receive calls randomly

For the past two days, my Note 4 cannot make or receive calls randomly. Calls get disconnected as soon as they are placed. I cannot receive calls or text messages. This happens randomly., because sometimes it works fine. I checked to see if I have the do not disturb on and I don’t. I have gone through every setting heading to see if there is an error. I couldn’t find any. I have restarted and rebooted too. I am worried that I will loose data if I do a factory reset. If it comes to that, how do I backup all my data. I do not know the Android version and have guessed it. — Rajashree

Solution: Hi Rajashree. Did you do anything different before this problem started? Was there any app or system update? Did you install any new app? Any of these things may cause the problem so try your best to remember everything.

If there’s nothing different that happen at all, contact your carrier and let them know of the problem. The issue is probably caused by service interruption or outages in your area. If device troubleshooting is needed, they can also walk you through it.

Problem 9: Galaxy Note 4 keeps saying lock screen is needed, messaging app keeps crashing

I have a Galaxy Note 4 with AT&T. My phone all of a sudden is requiring me to have a lock on my home screen. I want it to go back to just swipe but swipe is disabled “due to administrator, credentials or security update.”

My second problem is my standard messaging app is having issues. I can open the app and all of a sudden there’s no messages. When I try to send messages, they do not go through, and it randomly crashes even when I’m not using it. I still get notices from it not working. I have no idea what’s going on… Any advice? — Victoria F.

Solution: Hi Victoria F. If your phone is provided by your work company, of if you purchased a pre-owned one in this setup, there’s no way around it but to simply use a lock.

However, if the issue appeared out of a sudden and you were able to use it before without any screen lock, try to wipe the cache partition to see if that will fix it. Here’s how:

  1. Turn off the Galaxy Note 4 completely.
  2. Press and hold the Volume Up and the Home keys together, then press and hold the Power key.
  3. When the Note 4 vibrates, release both the Home and Power keys but continue holding the Volume Up key.
  4. When the Android System Recovery shows on the screen, release the Volume Up key.
  5. Using the Volume Down key, highlight the option ‘wipe cache partition’ and press the Power key to select it.
  6. When the wiping of the cache partition is finished, highlight ‘Reboot system now’ and hit the power key.

If clearing the cache partition won’t fix the problem, do a factory reset. Refer to the steps above.

For your second issue, you should try to delete the messaging app’s cache and data before attempting a factory reset. To wipe an app’s cache and data, follow these steps:

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

 


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“SD card encryption error occurred” error keeps popping up on Galaxy S5, other issues

Even with the arrival of the most recent Samsung flagship, the Galaxy S7, we know that millions are still using the still hugely popular #GalaxyS5. That said, we continue to publish posts that answers some of the issues bothering users from time to time.

s5

Below are the specific topics that we answer in this material:

  1. Galaxy S5 SMS app lags | Galaxy S5 takes a long time to upload a photo
  2. Galaxy S5 can’t read encrypted SD card | “SD card encryption error occurred” error keeps popping up on Galaxy S5
  3. Galaxy S5 slow performance issue after installing Android 6.0.1
  4. Galaxy S5 can’t make/receive calls and can’t send/receive SMS
  5. Galaxy S5 won’t turn on
  6. Galaxy S5 photos disappear when “automatic date and time” is not enabled

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 SMS app lags | Galaxy S5 takes a long time to upload a photo

I have an S5 and it is running terribly I wanna throw it. haha. Multiple problems. I will make a list

 

  • When texting a message (to anyone) if i am having a conversation via text with someone, I can not type a message until my previous message has sent or their’s has come through. When i start typing, nothing appears and then all of a sudden the words i have texted come up multiple times in different order over and over. Super frustrating.
  • When trying to load an image to a text to send, it literally takes over 30 seconds to upload the picture. Very slow and frustrating.
  • When trying to close out of text by pressing the arrow button at the top to get to another message, this takes a very long time as well.
  • When opening an app, it will take over 10 seconds to open and then another 10 to load. This happens with any app.
  • My touchscreen is unresponsive sometimes and on multiple occasions will not work. I need to reboot phone.

 

I have done the reboot, cleared the cache in reboot mode, closed all apps, reinstalled apps, deleted certain apps, removed the SD card — everything. The only thing i have not done is a factory reset, and that’s because i do not want to lose everything on my phone. Please i hope you can help me. — Dezira

Solution: Hi Dezira. If you’re really serious in resolving your issues, you must do a factory reset. It is part of a series of software troubleshooting that must be performed in an Android device. If you don’t want to do that, then simply call Samsung or your carrier to give you a new phone.

For reference, below are the steps on how to do a factory reset:

  • Create a backup of your files.
  • 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 #2: Galaxy S5 can’t read encrypted SD card | “SD card encryption error occurred” error keeps popping up on Galaxy S5

My mobile is a company device. As a consequence of moving to intunes as a Mobile Device Management, it requires that I turn on the encryption of both phone and Micro SD Card. The phone part of the process seemed to work with no problem but while running the SD part I get an error that says “SD card encryption / SD card encryption error occurred”. If I tap the error it brings me back to “Encrypt external SD card” screen and it goes on as a loop… As a consequence, I cannot see any of the files that I had in the card (mainly photos and videos) while on the phone. I can see the files if I put the SD card in the laptop but if I try to open the files it says that they are too large or are corrupted… Any idea of how to retrieve the files? As usual with these things, there is a sentimental value attached and they are not backed up anywhere else… — Manica

Solution: Hi Manica. Creating a copy of files from an encrypted SD card can only be done by the device that has the encryption key, in this case, your Galaxy S5. Since your phone can no longer read the card properly at this time, there’s no way that you can retrieve your files. If you’re lucky and the cause of the error is due to a corrupted SD card filesystem only, you may be able to repair it via Windows Check Disk command. If you want to know how to run checkdisk on your SD card, kindly use Google for a guide.

Remember, if the current filesystem on the SD card is not corrupted, then there may be another reason for the error.

Problem #3: Galaxy S5 slow performance issue after installing Android 6.0.1

Hello. I have a Galaxy S5 which has been working great except after I downloaded 6.0.1. After doing that my screen became unresponsive, I couldn’t open an app, type on the keyboard, open a page when reading a book, nothing. It took me a long time to find a common denominator. It happens when screen rotation is turned on. From time to time the eyeball icon comes on and when it is on  that is when everything freezes. Once it goes away, the screen will respond to my many inputs that I had done. I’ve turned off smart screen and left screen rotation on, but it still happens. Taken the battery out but that doesn’t work. I think I have tried everything with the exception of a factory reset. Does this sound familiar and am I missing any fixes? Thanks so much. — Gean1033

Solution: Hi Gean1033. if you’re positive that the issue started after you installed an Android Marshmallow iteration, then these are the things that you can try:

Wipe the cache partition. Making sure that the device uses a fresh set of system cache is important. This will not only hasten the opening and loading of apps but can also remove bugs. To wipe the system cache, follow these steps:

  • 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.

Update ALL apps. Once you’ve refreshed the cache partition, the next thing you want to do is ensure that all your apps are compatible with the firmware running on your device. This can be done by updating them but you also need to double check everything. Updating an app does not necessarily mean it’s now compatible with the operating system. The most recent update may, after all, only intended for the previous version of Android. So, make sure that all your apps are compatible first before you update. If you are not sure if an app is compatible or not, try to contact the developer.

Do a factory reset. If wiping the cache partition and updating won’t help, the next logical step is factory reset. Take it or leave it.

Also, make sure that you leave enough time for observation after a factory reset. Don’t install apps right away. You need to observe how the phone works without apps after a factory reset.

Contact your carrier or firmware developer. If factory reset won’t resolve the issue, make sure that you let your carrier know about the issue (if you received the update from them). If you manually flashed a custom firmware on your device, contact the firmware developer for support.

Problem #4: Galaxy S5 can’t make/receive calls and can’t send/receive SMS

Hi. I bought a Samsung S5 off eBay and paid £300 for it. I’ve now had to send my phone back to the shop I got it from for the 3rd time costing me an extra £30 because I can’t make or receive calls or texts but I can access the net using my data. Do you have any idea why this keeps happening? I insisted I wanted a refund when it happened a second time but the seller insisted that I send the phone back so he could sort it once and for all. He said please send phone back to me and I will make sure it doesn’t happen again and that he would pay for me to send the phone to him and have it returned but he didn’t pay me anything. Now I’ve had to send it back for a 3rd time after it working okay for a year. Please help what can I do. Thanks. — Scott

Solution: Hi Scott. We need more information about this issue in order to even get started. The information you provide here are not helpful in even giving us a clue on where to start. Telling us that your phone does not receive or make calls and texts is insufficient. We also need to know if your phone’s software has been modified or not. Since you also have a call and text issue, you also want to contact your network provider about it. Check our Galaxy S5 troubleshooting page for possible solutions might also help. Finally, since the shop where you got the phone from seems to know about the history of the device more than anyone else, we strongly recommend that you ask their assistance on this matter.

Problem #5: Galaxy S5 won’t turn on

Hi. I put my phone on charge two days ago and left it for a while to charge, it was on about 10% battery. In my accommodation when you leave the room with your card the electricity switches off, but I forgot this and came back 5 minutes later to a dead phone. This was unusual because with that amount of charge, and considering I had put it on flight mode to charge faster, it shouldn’t have used up the 10% of battery in that time. Since then it has not turned on, the most it does is vibrate when I plug it in and when I press the power button. I would have thought it was just the screen but the light up buttons at the bottom of the phone do not seem to be responsive or light up either. I have since bought a new battery and put that in the phone today, but the same problem seems to persist, and my phone will not turn on still. I really would like a way to fix it or at least have a way to retrieve my photos off the device if I have to get a new one.  — Emily

Solution: Hi Emily. If using a different battery did not make a difference, then the next best thing that you can do is to see if you can turn the phone on to other modes. Below are the steps that you can try.

Boot in Recovery mode

  • Charge the phone for at least 30 minutes.
  • Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  • When the Samsung Galaxy S5 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  • When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  • Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
  • You can either wipe the cache partition or do a factory reset when in this mode.

Boot in Download Mode

  • Charge the phone for at least 30 minutes.
  • Press and then hold the Home and Volume DOWN keys, then press and hold the Power key.
  • When the Samsung Galaxy S5 shows on the screen, release the Power key but continue holding the Home and Volume DOWN keys.
  • Wait until the Download screen appears.
  • 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.
  • Use Google to look for a guide on how to do it.

Boot in safe mode

  • Charge the phone for at least 30 minutes.
  • 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.
  • 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.

If your S5 remains unresponsive after trying all three modes, submit the phone for a repair or replacement.

Problem #6: Galaxy S5 photos disappear when “automatic date and time” is not enabled

Hello. I have a Samsung Galaxy S5 with U.S Cellular and I have had this problem before and it happened again today. It’s really annoying.

Basically, if the “automatic date and time” is ever deselected, all the pictures I take show up as the same picture as the picture previous to them being taken. Just an hour ago I was taking pictures of my 19month old daughter and somehow the date and time got deselected during the time I was taking pictures because when I go back to look at her pictures, she has some where she’s standing and then some where she’s smelling flowers. I try to view the ones where she’s smelling flowers and it shows up as her standing like the previous picture. This makes no sense. And it does this with the rest of the photos. I’m highly annoyed by this because some of those pictures were perfect and she won’t do them again. It’s not easy getting the perfect picture with a very young toddler. I would send you a picture of what it looks like on my phone, but I have no way of attaching a file here.

I go into my gallery, choose the photo where she’s standing, tap to see the rest of the photos at the bottom of the screen, I try to tap the one with her smelling flowers and it shows up as the same picture I was just looking at: her standing.

I hope this makes sense and I hope you can help me retrieve these original photos I took with her smelling flowers because I really wanted those. These pictures are also automatically updated to my Dropbox on my computer and it still shows the same poses and not the original pose. Thanks. — Sarah

Solution: Hi Sarah. We’re not sure if we understand your issue correctly but as far as we know, an incorrect system date and time should only make sorting of photos different but nothing more. In other words, if your phone uses an incorrect date and time, the photos in Gallery app may be arranged incorrectly but not to the point of changing the thumbnail and the content itself. If, indeed, the thumbnail and actual content of photos are changed or even deleted (since you can’t seem to find them), then this must be a unique bug that we haven’t heard of. To find the “missing” images, create a backup of all your files to a computer and use the computer to look for them. If the ones you’re looking for are nowhere to be found, then they must really be deleted for some reason in your S5.

To prevent the issue from happening again, make sure to do a factory reset after creating a backup of your files.

 


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Verizon Galaxy S5 Problems After Lollipop Update & Ways To Fix Them [Part 3]

Samsung-Galaxy-S5-Tutorials

Hello guys! This is the 3rd part of our Galaxy S5 Troubleshooting series for Verizon subscribers who contacted us about their problems. There’s about a dozen of problems I addressed in this post so if you emailed us before or currently bugged by a problem or two, try to skim through it to see if your concerns are among the ones I cited.

We are always willing to help our readers deal with issues with their phones. So, feel free to send your questions/problems to [email protected]. You may also post on our Facebook wall, Google+ page or Twitter. Our team reads every email we receive, conduct research, contact people we know who might be able to help answer some questions and write solutions and/or troubleshooting guides to help you. So, please do your part and include every possible information relating to the problem you have with your phone.

The following are the problems I addressed. Click on a link to jump to a specific issue:

  1. Verizon Galaxy S5 Can’t Make/Receive Calls
  2. Verizon Galaxy S5 Can’t Read MP3 Files
  3. Verizon Galaxy S5 Shows Odd Boxes on Keypad
  4. Galaxy S5 Froze & Stuck on Verizon Logo During Boot Up
  5. Cooling Down Icon Popped Up on Verizon Galaxy S5
  6. Verizon Galaxy S5 Lollipop & Email Problems
  7. Verizon Galaxy S5 WiFi Won’t Turn Back On
  8. Calendar Information Lost After Lollipop Update
  9. Verizon Galaxy S5 Can’t Connect To WiFi After Update
  10. Multiple Issues With Verizon Galaxy S5 After Update
  11. GPS Inaccurate After Lollipop Update

Verizon Galaxy S5 Can’t Make/Receive Calls

Problem: My wife’s S5 started to have many dropped calls over the past three months. Now she can not receive nor send calls. All incoming calls go directly to voice mail box. All other functions seem to work including instant messaging and Words With Friends. We took the phone to a Verizon store and they performed a soft restart and replaced sims card. Problem not fixed. Called Verizon technical department and after 3 hours on phone and bringing phone to factory settings no solution. Verizon is apparently looking into cell phone tower problems to see if this was the cause. Funny, my S5 working fine from same towers. Verizon said a solution will be available after 72 hours. Still waiting….6 hours to go. Brother-in-law had same problem with his S5 in the Boston area…same issue…same cell tower excuse. He had to up-grade his phone to resolve situation. I think Verizon or Samsung should replace phone because it is still under a year old. Any other possible solutions? Thanks, Matt.

Suggestion: Hi Matt. Frankly and honestly speaking, there’s nothing we can do on our end that could fix this problem as it is obviously a network problem (not necessarily a tower issue in your area). When I was working as a tech support for one of the wireless companies in the U.S., I often got calls from customers who have the same problem as your wife. More often, the phone number (just the number and not the account) is disabled but since it’s still registered in the system, all incoming calls will be routed to the voicemail. We had a tool that can fix this problem in one click, so I’m thinking the issue might be a bit complicated. If not, why the tech department needs 72 hours (imagine 3 days without service) in order to give feedback on the problem?

So, for now, let’s wait what Verizon tech support will say about it and what they can do to restore your wife’s service. Again, this is beyond our control.

Verizon Galaxy S5 Can’t Read MP3 Files

Problem: I’ve been having this problem for a while (Galaxy s5 Verizon non rooted). When I get music from YouTube to mp3 or any other source for the matter the stock music player will display an error message saying the file isn’t supported. I check the file and its .mp3. I tried at least 6 other music apps and they read the songs just fine. I love the lollipop music player so I don’t want to change it. Please help me. — Ryan

Troubleshooting: You never mentioned if the stock music app can play non-converted .mp3 files. If it does, then the issue isn’t with the phone or the app but in the conversion of media files to .mp3 format. You also didn’t mention what method or app you’re using to convert YouTube (or whatever your sources are) videos to MP3, so I really can’t provide a specific fix to this problem.

You said, however, that other music players can read those converted files just fine. So, it’s clear that the stock music app can’t decode the files you converted to MP3. I suggest that your try to convert those MP3 files into MP3 files. Yes, you read that right, MP3 to MP3. But this time, try to use the app MP3 Media Converter.

Verizon Galaxy S5 Shows Odd Boxes on Keypad

Problem: Hi, my name is Celina and I’ve recently started having an issue with my Galaxy. When I go to unlock my screen I see odd little white boxes and letters beside the numbers on my keypad which I use to unlock my phone. I would like to know if I could fix this on my own or if I’d have to go get my phone checked for a virus or something of that nature. This recently started happening and if my lock my phone and go to unlock it again more boxes appear and some even are put over the numbers so I can’t see which numbers to press on the keypad to unlock my phone. I’d appreciate it if you could help me. Thank you. — Celina

Troubleshooting: Hi Celina! This is the first time we’ve heard of this issue so it’s not common considering we already addressed almost 1 thousand S5 problems reported by our readers. I was actually hoping you would take a screenshot and attach it to your email for us to have a clear picture of the problem.

There is a possibility an app is causing this. Please boot your phone in safe mode and then try to see if those odd boxes still show up. If not, then you need to find the app that’s causing the problem and uninstall it. Otherwise, it’s a firmware issue and master reset is just the most logical procedure. You may also email us back and provide a screenshot so we can dig into this problem deeper.

UPDATE: I asked a friend of mine who happened to have experienced this problem. He said it’s probably a bug with lollipop. There’s no permanent fix to this problem but just to temporarily address it, wiping the cache partition may work as well as master reset but the problem will definitely come back. After a few days. He himself already did the reset twice and the problem returned. Unless Samsung rolls out an update to fix the bug, this problem will keep coming back. Another workaround is to use Swiftkey as alternative to the stock keyboard.

Refer to the procedures below to wipe cache partition and perform master reset:

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.

Master 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.

Galaxy S5 Frozen & Stuck on Verizon Logo During Boot Up

Problem: Hi Samsung Team, my Galaxy S5 this morning froze while I was listing to Pandora, when I tried to back out of the app the reaction time was extremely slow. Once the Pandora app closed, all of the additional aps on my home screen disappeared and only displayed my wall paper. The phone froze and turned black, mimicking like it was turned off. My attempt to restart the phone by holding down the power key, resulted in the phone freezing on the Verizon Wireless logo. I took out he battery, and put it back in hoping that would fix the issue, however now the phone just won’t turn on.

Can you please help with this issue? Or at least explain what’s going on? Lastly, I’ve never had problems with this phone until the latest upgrade requirement was installed. Thank you, Curtis.

Troubleshooting: Hi Curtis! First of all, we are not associated with Samsung nor with Verizon but we are always willing to help our readers especially those who emailed us. Now, about your problem, since you specifically mentioned the problem occurred while you were using Pandora, the first thing I want you to do is boot your phone in Safe Mode. Please refer to this guide:

  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.

In safe mode, try to observe your phone’s performance to know if it still freezes. If so, then the problem isn’t with Pandora or any of your apps but with your phone’s firmware. Backup your data and perform full hard reset.

If, however, the phone couldn’t boot in safe mode, try to go into recovery mode and wipe cache partition, then boot into safe mode again. In case the phone performs normally in safe mode, boot in normal mode and find the app that’s causing the problem and uninstall it. Of course, begin your troubleshooting with Pandora.

Cooling Down Icon Popped Up on Verizon Galaxy S5

Problem: Hey there. I have a Verizon Galaxy S5. It recently had an update, so I downloaded it and installed it. About an hour after installing the update, the “cooling down” icon popped up. I did a little research and learned that most people have, recently, had this issue among others happen with the recent Lollipop update. I investigated this thinking I had updated the system to Lollipop, but I hadn’t according to the system software version. It had just reupdated or something to KitKat 4.4.4, which is weird because it already had it. I’ve had the cooling down icon for about 4 hours now and have been having sporadic network connecting and reconnecting notifications. My S5 has downloaded and prompted me to install Lollipop, but I’m refusing to do so until they come up with a stable fix. Any suggestions as to why it did this or how to get the cooling down icon to go away? Thanks. — RZ

Troubleshooting: Hello RZ! Let’s get things straight, you downloaded and tried to install lollipop but it didn’t push through. Then the cooling down icon popped up despite the fact the phone wasn’t overheating nor hot at all, right? So, apparently, the failed update process caused the problem and it seems like some data or cache were corrupted by it. That said, there are two things you can do:

  • Wipe the cache partition — this will take care of the problem in case only caches were corrupted. This must be the first thing you should do as it may save you from all the hassle of backing up your data.
  • Factory reset — if wiping the cache partition didn’t work, then this is the last resort. However, you will have to make a backup of files or data you don’t want to lose especially ones that were saved in your phone’s internal memory.

If all else fails, send the phone in for repair. I am sure that reflashing the firmware will fix the problem.

Verizon Galaxy S5 Lollipop & Email Problems

Problem: Droid Guy, I’ve had quite a struggle with the new lollipop system. Before getting into it, my phone had zero problems, great battery, ran fast, overall was a great phone. I’d go to bed after 16 hours of moderate to heavy use and it’d be at 50%.

Post Lollipop: It installed on my phone, and the phone became very slow and would overheat and DRAIN the battery while just sitting still. I noticed in particular it would be group texts through the standard Message+ App. I wouldn’t even have to look at them and the phone would drain a solid 10% in 10 minutes (or worse). The overall draining got better as apps updated, but the group message problem still persisted. I’d heard a factory reset would solve several problems and that lollipop should actually have better battery life, so about a month in to the new update, I went for it. Battery Percentage after a 16 hours of use would be around 15% before factory reset.

Post Factory Update: EMAIL PROBLEMS! A brand new problem arose, and this made it worse than before, by a lot. The phone would be consistently warm, and would drain 12% an hour. I noticed it was “Exchange Services” in combination with the Android System draining all the battery. So, reluctantly, I removed my corporate email from my phone, which has contacts, calendar, and email (this had been installed since I’d had the phone with no problems, ever). This fixed the battery drain, but I’d like to be able to have it on my phone. While email installed, phone died after 9 hours. Without, will be around 30% after 16, so still not great, but manageable. The couple other minor problems are receiving pop-up notifications on my wi-fi at work, which did not happen before, but now does post reset. I’ve heard both of these problems before on various forums, but no clear solution.

One more thing I thought of with the email. I noticed in the battery life monitor screen that the phone lists itself as “awake” even when the screen is off while email is installed. When its not installed, the phone will sleep correctly.

Please help! Thanks. — Brian

Troubleshooting: Hey Brian! If what I say next won’t help fix the problem, then I think the firmware needs to be reflashed so that these problems will be solved.

Exchange Services will only run in the background if user sets up a corporate email using the stock email app, which you did. I gotta tell you that it will jump to the top of the power hogs list if it continued syncing without an active internet connection (regardless whether it’s through WiFi or mobile data network). Unlike other background services, Exchange Services will keep trying to pull down data from the servers and the more it does that, the faster it drains the battery not to mention keeping your phone “awake” most of the time. In other words, it’s just the effect of what the real problem is after the factory reset.

The real problem here is represented by the notification that keeps popping up when you’re within range of your company’s WiFi network. You said that the phone never notified you of the availability of a WiFi network when you’re at work before because then, it automatically switches from mobile data (I am assuming that when you’re not at work, you’re using mobile data to have an internet connection). Now, it still does that but the recent lollipop update seems to have messed it all up for you. It made the phone super sensitive as to the strength of signals it receives that is why it frequently switches back and forth (from mobile data to WiFi and vice versa), which may result to interrupted, slow or no internet connectivity at all.

That said, the solution to this problem can be found in the Settings of your phone. Just follow the steps below:

  1. From the Home screen, tap Apps icon.
  2. Tap Settings.
  3. Tap WiFi.
  4. Make sure the checkbox next to Smart Network Switch is NOT ticked.

I hope this helps!

Verizon Galaxy S5 WiFi Won’t Turn Back On

Problem: My wife has a Verizon Samsung galaxy s5 and today it just disconnected from her WiFi at work. Not only that, but it turned the WiFi off and now will NOT let us turn it back on. I have the same phone and I turned my WiFi off then back on and it worked fine. Her Co worker had the same exact thing happen to him today as well. Won’t connect to our home network, nothing. When you push the switch to on, it just goes straight back to off. Trying you before just going into a Verizon store. — Andy

Related Problem: I have a Verizon S5 since last year and I don’t have an issue in my device. However, the issue started just this week when I updated my phone’s software to lollipop. There’s an instance that the device will automatically restart. It all started just this week and the device will restart several times in a day and I can’t fix it. Help! — Jig

Troubleshooting: Hi Andy! If the WiFi on your wife’s phone was functioning fine earlier in the day and just turned itself off and not allowing her or you to turn it back on, then it must be a glitch. But the thing is, we don’t know if it’s related to hardware or firmware, so we’ll have to rule out the firmware side first.

The first thing I want you to do with the phone is soft reset:

  1. Make sure the phone is on.
  2. Remove the back plate and pull the battery out.
  3. While the battery is out, press and hold the Power key for a minute.
  4. Place the battery back in and turn the phone on.
  5. Try to see if you can now turn the WiFi back on.

Just in case the soft reset didn’t fix the problem, try this procedure:

  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.
  8. Try to turn on the WiFi.
  9. If it does turn on while in safe mode, keep it on and reboot in normal mode.
  10. Once the phone has booted up normally, check if WiFi is on and try toggling it on and off to see if the problem is fixed.

If the problem remained after the safe mode procedure, then proceed with the wiping of the cache partition. Based on experience, this procedure often fixes issues like this, so it’s worth a try:

  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 all else fails, perform full hard reset. I’m sure that will fix the problem but you (or your wife) will have to go through the hassle of backing up every important file or data saved in your phone internal storage.

Calendar Information Lost After Lollipop Update

Problem: I just finished updating my Galaxy S5 on Verizon Wireless with the lollipop update when I open the calendar app that comes with the phone all my information was gone! everything else seems to have updated smoothly can I retrieve my calendar information somehow? Any help is appreciated thank you! — Dana

Troubleshooting: Hi Dana! I am sorry if all your calendar information were lost after the update but this problem is common. If you managed to sync your S Planner with any online calendar services like Google Calendar, then re-syncing it will retrieve all saved data. Otherwise, there’s no way you can recover those as S Planner may have been reset and all its data erased during the update.

Verizon Galaxy S5 Can’t Connect To WiFi After Update

Problem: Hello, my wife has a Samsung Galaxy S5. She said it updated a few weeks ago so i’m assuming it is Lollipop. the problem has starting occurring in the last 3 days. She used to have a good connection on our wifi at home but now it takes literally minutes just to get on. The wifi signal is all the way up o her phone and her ipad connects just fine to the wifi. If she switches to 4g it’s fine but of course that costs money. She has good connection in public wifi but at home she doesn’t. Her ipad connects to wifi, my dad’s tablet connects when he comes over too just fine so i’m assuming it’s not the router however i did reset the router and she did reboot her phone and still the same. We haven’t added anything new. Our internet is working just fine and no computer problems. Only thing running through router is computer, blu ray player, and wireless printer and no problems with any of those either. I just read about “forgetting network” and will have her try that. We want to avoid factory reset if possible. She did clear her internet cache.   I also read some stuff about settings in the router that i want to try. I just wanted to know if anyone knew about this problem because apparently a lot of people are having it and a direct fix would be much faster and less frustrating than searching around for a fix. If you know of anything PLEASE email me back on how to fix this because i’m getting hassled everyday about this! Thank you. Sincerely, Keith.

Related Problem: Hi, recently I updated my Galaxy S5’s OS from KitKat to lollipop. Yesterday morning the issue occurs when I tried to connect my device to my home Wi-Fi. I tried several times but my phone won’t connect to the network, and I don’t know what caused the issue. I already removed the battery and placed it back to the device and tried connecting it again to no avail. I’m not a tech-savvy person and I don’t know how to fix this problem. If you can help me fix it that would be great! Thanks! – Steve

Troubleshooting: Hi Keith! Yes, forgetting the network and letting the phone detect and reconnect to it often fixes the problem. Help your wife do that. If, however, that won’t work, proceed with the wiping of the cache partition by booting into recovery mode. Based on your description, it’s not your network that has issues, it’s the phone. But since you said it can connect to other WiFi networks without a problem, then it’s your only network it’s having problems with. Those two procedures will fix the problem.

Multiple Issues With Verizon Galaxy S5 After Update

Problems: Ever since the Lollipop update I have had 3 main issue that has made me want to give up my S5.

1) The numbers and letters on my dialer/lock screen now blurs out white where I can’t see the numbers or letters. I have to restart the phone once a day in order for the lock screen to show correctly.

2) When answering a call on my phone and another call comes in and I click over to answer, once I’m finished with the second call and try to click back over to my original call there is no longer a swap key to click back over.

3) My battery life is horrible.

4) Just noticed something else while sending this email. When I try to select a portion of this email to copy and paste it, the cursor are way at the top but when I hit enter it moves in the section I’m trying to highlight.

(I have already did a manufacturer reset and it did not correct any of these issues)

Thank you, Elenor.

Troubleshooting: Hi Elenor! This is the best example of what they call “bad update.” It means that the update pushed through but some data were corrupted during the process that is why even factory reset can’t fix these issues. We appreciate you contacting us about all these problems but I’m sorry to say there’s nothing much we can do about it. The best thing to do is send the phone in for repair; re-flashing the firmware may fix these problems.

GPS Inaccurate After Lollipop Update

Problem: Hi guys, I have issue with my Galaxy S5 (Verizon) after I updated its software to lollipop. I noticed this certain issue the other day in which, my GPS is inaccurate about my location. I rebooted my phone twice but my GPS still inaccurate. I asked some of my friends about the issue but even them they don’t have an idea how to fix it. Is anyone experiencing issue like this? Please Help! – Andre

Troubleshooting: Hello Andre! This issue is rampant especially after a major firmware update. More often, it occurs because the GPS positioning was not properly set in your device. To set the exact location of the device you can go to Settings > Location > Mode and select High Accuracy.

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