Archives for

can’t play videos

Galaxy Note 5 Samsung keyboard settings changed after installing update, other issues

Good day Android users and welcome to another #GalaxyNote5 article. In this post, we’re bringing you 10 more issues that were reported to us by some Note 5 users for the last few days. We hope that you’ll find this article useful.

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 screen doesn’t wake up when it’s fast charging

Hi Admin. I own a Samsung Note 5 N9028 Dual SIM 32GB, purchased in Feb 2016 ( a year and 4 months old). I am facing this issue since Nougat. The thing is, my phone, when kept at fast charging, doesn’t wake up from sleep, although the notification light, home key, back key works fine. I can even answer the call if I swipe in the right place on the screen. But if I keep in normal charge mode, I don’t face this issue. Initially I though fast charge was the issue, but since past few days the screen doesn’t display when I unlock for no reasons. I tried to diagnose the reasons:

  1. May be due to extreme light ( sun light on street) or low light( dark at night) – light sensor issue
  2. May be due to some firmware update issue – Tried factory reset and even ROM reset by Samsung service center
  3. May be due to hardware issues in display where the screen power management chip is corrupted ( But the frequency of this issue is not increasing – Its TOTALLY RANDOM, once per day to even 10 times per day).

May I know if you have come across this issues in any other galaxy devices. Server center says I have to replace the screen, but they don’t guarantee me the solution. They don’t even know why it’s happening. I believe it has something to do with the update.


Solution: Hi Dipak. We’ve already handled thousands of issues from different Android devices but it’s our first time to hear your situation so it’s probably an isolated case. If you’ve already tried a factory reset before without any positive result, then Samsung service center may be right in their suspicion that it’s a hardware issue. We don’t have enough information about your phone and its history to say for sure what’s causing this problem. We don’t think it’s the screen though so it’s up to you if you plan on following Samsung’s recommendation to have it replaced. For us, it’s better if you simply have the phone replaced.

Problem #2: Galaxy Note 5 not receiving SMS from other carriers, only from T-Mobile

Ok here it goes. I have a Galaxy Note 5 that is unlocked. Originally it was from Verizon but I switched to Sprint. I had it unlocked and went to straight talk until I decided on a carrier. I chose T-Mobile. On May 5, 2017 I backed up what I needed and did a factory reset. Everything is ok except receiving text messages (SMS). I receive them from ironically T-Mobile customers but no other carriers. T-Mobile support suggested something about the service center number. I go through the messages app settings and look for this number but it’s not there. WTF did I do? I need to be able to receive all carriers messages. Any help would be greatly appreciated. — John

Solution: Hi John. There a number of things that you need to check to narrow down the causes of your problem but we think the cause of the problem is rooted in your T-Mobile account. If you can only receive SMS from T-Mobile users, then it’s most probably not a device issue. You must work with T-Mobile to fix the problem.

As far as device troubleshooting is concerned, these are the items that you should check:

  1. Is call barring active? This is usually enabled by your carrier so you must work with them to check it.
  2. Make sure the messaging app’s inbox is not full.
  3. Check if it’s a SIM card problem by inserting your card in another device. If the issue persists even when your SIM card is inserted in another phone, that’s proof that you have an account issue. This is the type of problem that only your carrier can fix so contacting us about it is of no use.
  4. If you want to check the Message Center number, you can do it by going under the settings menu of your messaging app. The exact steps vary, especially if you’re not using the native Samsung messaging app.

Problem #3: Galaxy Note 5 regularly freezing, lagging

My Samsung Galaxy Note 5 is constantly freezing up for a couple of seconds then goes back to normal. It’s extremely annoying! Typing takes twice as long, because I have to wait for the freeze to end and my words to catch up, or retype them all together. Listening to anything, whether video or music, is almost impossible because every few seconds, (if I’m lucky, every couple of minutes) all sounds cuts out, if a video, then it freezes too, but then it cuts back in, then cuts back out, then in, then out…..I don’t know if it’s a lag, or just that it’s freezing then unfreezing. Please help me. — Star.shine070413

Solution: Hi Star.shine070413. An issue like this is almost always caused by bad hardware so you’ll most likely end up with either a repair or a replacement. To check if that’s the case, you must do all the basic Android software troubleshooting.

Wipe the cache partition

The first one is wiping of the cache partition. Sometimes, apps can behave erratically if the system cache, which is stored in special partition called cache partition, is corrupted. This usually happens after installing a system update. To fix the issue, you must delete the old system cache so the device will be forced to create a new one. Here are the steps to do that:

  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 ‘wipe cache partition’ 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.

Observe the phone in safe mode

If you are the type who tends to install apps without considering where they come from, or whether they’re from a good developer, one of the installed apps may be causing the problem. To see if that’s the case, you want to boot the device to safe mode and observe the phone for a few hours to see any difference. Here are the steps on how to start 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.

Revert all software settings to defaults with factory reset

If both procedures above won’t change anything, you should then consider a more drastic step by converting the phone into a clean slate via factory reset. This will erase all user data and customizations as well as all the apps you installed so if the cause of the problem is software related, the phone should work normally again without lag. Here are the steps on how factory reset your Note 5:

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

Send the phone in for repair or replacement

If all three software troubleshooting steps above won’t help, contact the relevant party that can repair or replace your phone.

Problem #4: Galaxy Note 5 can’t play videos properly

When I am watching a video it will pause the video, rewind the audio about 10 seconds, and then play the audio until it catches up with the video, then the video continues to play. Sometimes it creates a loop and just plays the same 10 seconds of audio over and over. It has occurred with several different apps. — Anthony

Solution: Hi Anthony. Try wiping the cache partition first and observe how video works afterwards. If that won’t fix the problem, do a factory reset.

Problem #5: Galaxy Note 5 Samsung keyboard settings changed after installing update

I installed the latest software update last night. Now my text messaging has no auto correct. It also doesn’t automatically capitalize the first word of a sentence or put a period in if i hit the space bar twice. I can not find anything in settings to correct this problem. Any help you can give me would be greatly appreciated. — Ktfrog100

Solution: Hi Ktfrog100. We’re assuming your Note 5 is now running Android Nougat (Android 7). If that’s the case, here are the steps on how to enable the keyboard features you’ve lost:

  1. Open the Settings app.
  2. Scroll down to General management and tap it.
  3. Tap Language and input.
  4. Tap Virtual keyboard.
  5. Tap Samsung keyboard.
  6. Enable Predictive text, Auto check spelling, Auto capitalize, and Auto punctuate.

The steps above should also be more or less the same if you running the older Android Marshmallow.

Problem #6: Galaxy Note 5 shutting off at random

My phone began shutting down randomly. Now it rarely starts at all and if it does it shuts down shortly afterwards. I have a replacement phone coming but I need to erase any banking and personal information first if possible. I assume I’ll lose any pictures etc that I haven’t backed up. Thank you for any assistance you can offer me. — Dave        

Solution: Hi Dave. The only way to wipe your phone clean is by doing a factory reset via Settings or Recovery mode. You can’t do either of them when your phone won’t stay on long enough to do steps for each. Try connecting the phone to a charger before attempting to factory reset it to see if that will make a difference. If you can’t let the phone stay powered on long enough to perform a factory reset, you’re out of luck. Below are the steps on how to factory reset your phone via Settings:

  1. From the Home screen, tap the Apps icon.
  2. Find and tap the Settings icon.
  3. Under the ‘Personal’ section, find and tap Backup and reset.
  4. Tap Factory data reset.
  5. Touch Reset device to proceed with the reset.
  6. Depending on the security lock you used, enter the PIN or password.
  7. Tap Continue.
  8. Touch Delete all to confirm your action.

Problem #7: Galaxy Note 5 can’t create another album or transfer files to another album after Nougat update

Just updated to Nougat last week. Can’t move pictures to another album and can’t create album either. Hope you can help. Thanks! (I already tried resetting and clearing data and cache on the gallery app.) — Zarah

Solution: Hi Zarah. Make sure that you also wipe the cache partition and install updates for all your apps. If you’ve already did them beforehand, consider doing a factory reset to eliminate possible software bug causing the problem. Kindly refer to the steps above on how to wipe the cache partition and factory reset.

Problem #8: Galaxy Note 5 can’t make calls when wifi or wifi calling is enabled

After the Nougat 7 update, I am unable to make outgoing phone calls when connected to WiFi AND WiFi calling. I have it defaulted to “prefer” mobile network connection for phone calls but I never had an issue before this update. All I used to do was unselect the WiFi calling option and be done. That’s not the case now. Thanks for the help! — Ashley

Solution: Hi Ashley. The first thing that you need to do is to wipe the cache and data of the wifi calling app. This will ensure that you revert all its settings back to its defaults. 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, 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 Data and Clear Cache buttons for the application.

Should the issue remain after clearing cache and data on wifi calling, try wiping the cache partition (steps provided above). If that won’t work either, consider wiping the phone clean with factory reset. These three are the only applicable device troubleshooting that you can do in this case.

You should contact your carrier for more assistance if you can’t solve the issue yourself.

Problem #9: Galaxy Note 5 makes no sound notification during calls after Nougat update

I’ve a Samsung Galaxy Note 5. But after the Nougat update I’ve noticed that the phone don’t ring when someone calls. Despite its not on silent mode. I’ve to restart the phone to fix this. I’ve also done a factory reset but the problem is still there. — Shenoda

Solution: Hi Shenoda.  If a factory reset did not fix the problem, the problem is probably being caused by one of the apps you re-installed. Try observing the phone while it’s on safe mode for a few hours so you can try to replicate the problem. Safe mode prevents third party apps and services from running so if notification works while your Note 5 is booted to safe mode, that’s proof that one of the third party apps is the cause. You must uninstall apps until the issue is eliminated.

Problem #10: Galaxy Note 5 won’t turn back on after it was physically impacted

At an event this weekend while packing up to leave, I was walking on a gravel down hill surface. I slipped and ended up falling on my backside. Phone unfortunately was in my back pocket. I had taken some videos earlier in the day but the phone still had at least 70% charge. I didn’t try the phone until we were back home and it seemed to be completely dead. I noted that nothing happened when I plugged it in. Phone will not power up at all. Battery charge icon will not come up. phone has no visible damage and has an otter box case but I fear I may have smashed or disconnected something internally when I landed on it. Local T-Mobile store could not get it to boot either and tried all the “tricks”. I have some videos and info I really need from the phone that are now inaccessible. is there anything else i can try? They are going to warranty the phone with a new one but that doesn’t help me get my info back. I put “lolipop” for the software but I’m not really sure what it is. The phone is less than 2 months old. — Mikemorton922

Solution: Hi Mikemorton922. If your phone is dead and won’t respond to any hardware button combinations like the ones we provide above, there’s nothing more that you can do on your end. The motherboard or some critical components may have been permanently damaged by the unnecessary pressure applied to the phone. Access to the storage chip is only possible if (1) the motherboard is intact and (2) if you can still turn the phone back on. If any of these two is absent, your files are good as gone.

If you think recovery of your files is worth a few hundred dollars, consider bringing the phone to an independent service center so they can take a look at it. There’s no guarantee that they can turn the phone back on but it should still be worth it especially if the files are valuable.


Engage with us

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

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

Fix Samsung Galaxy Note 4 that died during update and entered boot loop, other system problems

When the firmware update is interrupted, you can expect to either not boot up properly or enter boot loop. That’s one of the problems I addressed in this post and it happened to one of our readers who owns a #Samsung Galaxy #Note4. Continue reading to know how to address this issue.


You can also find other system-related problems in this article including errors during updates, videos can’t be played, random restarts, etc. System issues are often rooted in the firmware and are complicated to fix but it’s necessary to troubleshoot to know what the problem really is.

  1. Note 4 died during an update, keeps restarting since then
  2. Note 4 firmware update results in error
  3. Note 4 can’t play videos recorded by its own camera
  4. Note 4 is still running Android 4.4.4 and says it’s up to date
  5. Note 4 gets kicked out or disconnected from a Wi-Fi network
  6. Note 4 restarts on its own after 3 days of usage
  7. Verizon Note 4 can’t recognize SIM cards from other providers

For those who have other issues, visit our troubleshooting page as we already addressed hundreds of Note 4 issues before. We may have addressed your concern already so try to find ones that are similar to yours and use the existing solutions. You may also contact us through this form but make sure to provide all necessary information about the problem so we can give you more accurate solutions and troubleshooting steps.

Note 4 died during an update, keeps restarting since then

Problem: My phone died during an update. Ever since then, when I turn it on it goes past way through the update / application optimization then resets. I’ve tried ODIN and other methods to overcome it but nothing seems to work.

Troubleshooting: In other words, the update was interrupted during installation. Well then, the boot loop is the expected result and the most effective way to fix this problem is to manually flash the firmware. You may flash the firmware prior to the update or directly install the recent version. This is the only option left for you since your phone has an incomplete firmware.

Note 4 firmware update results in error

Problem: It appears there’s an update for lollipop but whenever I try downloading it, it finishes and then when it restarts to update it turns off and then error!

Troubleshooting: First of all, make sure there’s enough storage space in your phone or better yet, transfer some of your files, pictures, videos and apps to your micoSD card if you have one mounted on your phone and then try again. If the firmware update still returns an error, then use Smart Switch to update your device. That always works.

Related Problem: The past couple updates of my phones operating system have been unable to install after downloading. Through the install process the AT&T logo will come up with a percentage bar and it will get to 1% and then i will see the andorid logo and it says error and then the phone restarts and a message comes up that says installation failed.

Related Problem: Hello. I have two issues i am currently experiencing. It wont allow me to install the latest software update. When I attempt it says processing failed. And my gallery is not storing my instagram photos in the gallery.

Related Problem: As I indicated the bob I’m having difficulties that download any updates nothing is coming to my phone want to update my current operating system which I believe is lollipop it is never updated since AT&T send me the updates when I try to do it at your sister it goes through a long process of downloading about seven hundred megabytes of data to update and then it tries to install and then finally it fails at the end this is the problem.

Note 4 can’t play videos recorded by its own camera

Problem: My videos out of nowhere can’t play. On the gallery it shows my videos along with the pictures I have taken, but upon tapping on the video to watch it, it slaps me in the face with a “cant play video.” I don’t know what may have caused this to happen.

Troubleshooting: We could have been more helpful if you provided more information but anyway, if your videos and photos are saved in the microSD card, there’s a chance the latter got damaged or became unreadable. Try using the My Files app and go to the directory where the videos are saved, if you can’t go through, then it’s a microSD card issue. However, if you can actually browse through the SD card or if you saved the videos in your phone’s storage, then it’s probably a problem with the video player.

Assuming you’re using the stock video player, try clearing its cache and data and if that won’t work, then try to copy your videos to a computer and play them. If they won’t play in your computer either, they’re corrupt.

If you don’t want to do the factory reset to resolve this issue, then the only workaround left for you is to use a third-party video play and I thing MX Player is among the most used players out there.

Note 4 is still running Android 4.4.4 and says it’s up to date

Problem: I have a Note 4 running 4.4.4 i have tried multiple times to update to the next version, however when i check for updates, it tells me my current software is up to date. I’ve even tried connecting my phone to Samsung Kies to update. It  gives me the same excuse.

Answer: It means one thing: your service provider doesn’t support firmware upgrades. But I want you to verify it for them. In case they support updates, then ask the rep if he/she could push it to your phone. However, if the rep says they don’t support that, you have no other option but to resort to manual firmware installation if you really want to have the latest Android version on your phone. You can do it by yourself using Odin or you can find a tech to help you with it.

Note 4 gets kicked out or disconnected from a Wi-Fi network

Problem: Hello. I have a Note 4 and am just recently experiencing some issues with my Wi-Fi. My wifi actually works great except for one area in which it recently worked before. By area I mean away from home in a different county.

Funny thing is this is the same provider (frontier communications) in this area as it is at home. I enter the password and everything works great then about 45secs later it just goes away.  I have to renter my password again and works then kicks me out again. Again only in this area.

Answer: If you’re experiencing this problem with one Wi-Fi network only, then it’s obvious the problem isn’t with your phone but with the network. Perhaps, you are not allowed to connect to the network or somebody is intentionally kicking you out. I suggest you contact the IT guys regarding this matter especially if you have a clearance to connect to the network.

Note 4 restarts on its own after 3 days of usage

Problem: Please, I want to really know what’s wrong with my phone. I use a Samsung Note 4 (sm-910H) model, and the issue I face is the restart issue. My phone restarts every three days of active usage. Whenever my phone is up for three straight days it will restart the 3rd day and everything will work normally. Want to know if this is a serious issue or I should ignore it. Am not using an SD card yet. Your prompt response will be highly appreciated.

Suggestion: If it consistently reset on the 3rd day, then you must have installed an app that restarts it automatically. It’s difficult for us to determine what the problem really is because we can’t inspect your phone. But for the sake of knowing what the issue is, try using your phone in safe mode for 3 to 4 days and see if it still restarts on the 3rd day. If not, then it must be a third-party app that’s restarting it. Find it and uninstall it.

However, if the phone still restarts even in safe mode and you’re not at ease with that, you have no other option but to do the reset.

How to do master reset on Note 4

  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 Vol Up key.
  5. Using the Volume Down key, highlight ‘wipe data / factory reset’ and press the Power key to select it.
  6. Now highlight ‘Yes — delete all user data’ using the Vol Down key and press the Power key to begin the reset.
  7. When the master reset is complete, highlight ‘Reboot system now’ and hit the Power key.
  8. The Note 4 will restart but it will be longer than usual. When it reaches the Home screen, then begin your setup.

Verizon Note 4 can’t recognize SIM cards from other providers

Problem: I know that the Galaxy Note 4 from Verizon is supposed to be unlocked so that it can work on other carriers I recently purchased one and every SIM card that I place in my phone says that the device doesn’t recognize the SIM card and I’m currently trying to switch the service over to metro pcs and I’m lost I don’t know what to do. Please help.

Suggestion: Try calling Verizon to verify if its devices are unlocked out of the box or not because I think there was an update that may have locked its devices again but I’m not really sure. Tech support may be able to help you resolve this problem.

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.