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Troubleshooting Samsung Galaxy S5 Problems After Lollipop Update [Part 67]

Samsung-Galaxy-S5-Tutorials

Hello guys. Welcome to the 67th part of our popular Galaxy S5 Troubleshooting series. We’ve already addressed hundreds of emails and problems sent by our readers but we’re still getting a lot of email each day seeking for help. So, we will continue publishing support articles like this.

If you get errors or currently experiencing a problem or two with your phone, don’t hesitate to contact us via [email protected] and we will help you fix them. Don’t worry, it is a free service we offer here, although, we ask you to provide all necessary details about the problem and your phone. The more information you provide, the easier for us to help you. If you already emailed us, try to see if your concern is included in the list below.

  1. Make Galaxy S5 Show Email Messages Automatically
  2. Keep Company Email on Galaxy S5 Without Syncing
  3. Galaxy S5 Has Issues With Internet (Web Browser)
  4. Galaxy S5 Display Turned Black and White
  5. Galaxy S5 Keeps Restarting After The Update
  6. Galaxy S5 Contacts Randomly Disappear
  7. Galaxy S5 Freezes When Phone App Is Used
  8. Galaxy S5 Shows ‘Disabled by Device Admin’ Error
  9. Galaxy S5 Wi-Fi Toggle Switch Disabled
  10. Verizon Cloud Service Stopped on Galaxy S5

Make Galaxy S5 Show Email Messages Automatically

Problem: Hope you can help my boss! She got a s5 and our IT installed outlook for her (syncs with our network email domain). When she gets an email with an image or activation buttons, they show up as the shadow box with the green/white mountain or a red X box. What settings need to be changed to get images/pictures to show automatically? Some pictures she can right click and choose download pictures. Sometimes that works. For the “reply” buttons, those don’t give the option of download picture. Any help would be great! Thanks, Dawn.

Related Question: Hi Harold! First of all, I thank you and your team for providing this awesome free support. Your posts already fixed two of my problems but there’s one question I’ve been meaning to ask you. How can I make my Galaxy S5 automatically download images in my emails? I understand I can manually do it but I want that when I open the message, the images will be shown immediately. I usually get coupon cards through emails daily and they are usually sent as images. Thanks. — Giselle

Troubleshooting: Hi Dawn and Giselle. You can definitely set the S5 to automatically show images attached to email messages. Please follow these steps:

  1. From the Home screen, tap the Apps icon.
  2. Touch Email and then tap the Menu key.
  3. Touch Settings and then Manage accounts.
  4. Tap the desired account.
  5. Now touch More settings.
  6. Check Show images.

That’s it!

Keep Company Email on Galaxy S5 Without Syncing

Problem: Hi, I worked last year in a company and received all my emails also to my mobile. Since I left the company my account was deactivated but continued to exist in my mobile and I could see all the old emails. Since I ran the Lollypop update on my Galaxy S5 I keep on getting alerts that the connection to the company’s exchange server has failed. I called the IT guys but they told me my account was deleted once I left the company and there’s nothing they can do. I searched the web but could find only how to delete an account but not deactivate it. What I need is to simply go back to what I had before – access to my account without any sync attempts to the server. PLEASE HELP. Best Regards, Sam.

Troubleshooting: Hey Sam! First of all, if the email account has already been deleted from your phone, then your messages are gone forever simply because you don’t have access to the company’s server. However, if the account still exists in the phone, then you just have to turn off the sync so the phone won’t try to reconnect to the server.

  1. From the Home screen, tap the Apps icon.
  2. Touch Email and then tap the Menu key.
  3. Touch Settings and then Manage accounts.
  4. Tap the desired account.
  5. Touch Sync settings.
  6. Untick the checkbox next to Sync Email.

Now, the email app will no long attempt to sync to the server but you can still access the messages that have already been downloaded.

Galaxy S5 Has Issues With Internet (Web Browser)

Problem: Hi! My name is Stephanie I have the white Galaxy S5 and I’ve had it less than a year, however I have a few issues and questions but I’ll keep it quick! These issues have just started and happen randomly for about the last 2.5-3 weeks.

  1. Every now and then I’ll open the Internet and instead of being on the last page I was on it is a black screen with the Android guy, it says something about the keyboard module needing to be updated but the Web address is something called softpop. Help!!
  2. Sometimes when going to a new Web page I’ll be directed to an ITunes preview page for Candy Crush Soda Saga it’s more annoying than anything because if I hit the back button it just reloads the page.
  3. Similarly every now and then (mostly when opening an app) it will open the app then open the play store on a war game app that I don’t have downloaded nor have I ever
  4. Finally what is the best free anti virus to have I currently have Avast.

Thank you so, so much.

Troubleshooting: Hello Stephanie. I will try to itemized my answers based on your questions.

  1. About the “keyboard module” that needs to be updated, it’s apparently an advertisement. So, you can just close the tab and make sure that next time you won’t click any of the ads on the page you’re viewing. If the keyboard on your device needs update, then Samsung will roll out an official firmware update and you’ll be properly notified of it.
  2. As to the Candy Crush Soda Saga, it is again an advertisement and this time, it’s more obvious than the first because iTunes is for iPhones and iPads, not for Android. I don’t know how your phone is setup but I think these webpages pop up because they were already opened before. So, close it as well.
  3. Of course, the war game app on the Play Store is also an ad. But this time, the ad will automatically run the Play Store app. To address this, just close Google Play Store and close the tab on the browser.
  4. For me, all Android anti virus are the same. I really can’t tell which one is the best because I haven’t used one. Whenever I notice there’s something fishy about the performance and behavior of my phone, I will immediately perform hard reset. Find the anti virus that works best with what you need.

To address the first three problems you have, just clear the cache and data of the Internet app.

Galaxy S5 Display Turned Black and White

Problem: I don’t know what happen but 3 days ago my color of my whole phone just turn black and white, the picture Is black and white even the videos I tried restarting everything and the color would come back to normal and then 10 sec later it just goes back to black and white I don’t know what to do with this problem…. it’s like I don’t have no color on my phone what so ever. — Mrs. Lorm

Troubleshooting: Hello Mrs. Lorm. This issue is caused by a setting in your phone. It’s called Ultra Power Saving Mode. It must have been enabled that’s why the display turned black and white to conserve battery. To address this problem, disable it:

  1. From the Home screen, tap the Apps icon.
  2. Find and touch Settings.
  3. Find and tap the Power Saving icon.
  4. Tap Ultra power saving mode.
  5. Turn it off.

That’s pretty much it!

Galaxy S5 Keeps Restarting After The Update

Problem: Hello, my Samsung Galaxy S5 has been acting all new and changed up after i installed some sort of updates software which constantly reminded me for updates , so when i pressed it it said the phone needs restarting. It restarted the phone and boom ! Everything became so different. My notification bar ( when i scroll it down) is different , and when I receive my messages it doesn’t show properly in that slide down box . My keypad and everything has been updated. I’m not at all satisfied with this change . Please how can i get my old settings back. — Rabbia

Troubleshooting: Hey Rabbia! Obviously, you download and installed a firmware update. It means that the version of Android running on your device has been bumped up and more often, firmware updates bring new alterations to features and user interface. That’s the reason why you are now seeing a different notification bar. To address the reboot problem, since it’s firmware-related, you just have to wipe the cache partition to continue using your phone without interruptions. Here’s how:

  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.

Galaxy S5 Contacts Randomly Disappear

Problem: Hello dear, I was wondering if you had any advice for me, my contacts keep disappearing on my Galaxy S5! I have tried numerous times to save them but after a day or so the names just disappear and I am left with phone numbers of which I can’t remember who they are.

I have Bluetooth capabilities in my car and for a short while (about 5-7 days) the names would remain on the screen in my car but not on my actual phone! Thank you in advance, Valerie.

Troubleshooting: Hi Valerie. I believe the second problem is related to the first. If we can fix the issue with your phone, then the other issue will also be fixed.

Now, there are two common causes why contacts disappear;

  1. Contacts are saved in the cloud and internet connectivity is interrupted. Synced contacts often disappear if there is no active internet connection. To address this, import your online contacts to your phone so they will be saved in your phone’s internal storage. This way, even if the connection is interrupted, contacts won’t disappear.
  2. Contacts app stops responding. If the Contacts app stops responding or crashes, there’s no way your car access your contacts list simply because the service isn’t functioning the way it should. While the issue is common, it’s minor and can easily be fixed by clearing the cache and data of the Contacts app.

I hope this helps.

Galaxy S5 Freezes When Phone App Is Used

Problem: My S5 is only 9 months old and i am having problems. After a phone conversation my phone either freezes and i have to use the side off button a few times for it to work normally again or after a phone conversation an application flickers randomly and opens by itself. I have to shut the phone down or use the off side button a few times for it to work normally again.

Please tell me why this is so and how i can rectify the problem. Is it battery or sweat or heat? Please urgently help. Thank you so much. — Anne

Troubleshooting: Hi Anne. I’m not really sure when the problem started but based on your description, it seems like it’s just a minor issue with the phone app itself. It can be fixed by simply clearing the cache and data of the Dialer service via Application Manager.

  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 Dialer.
  6. Tap Clear cache button.
  7. Tap Clear data button, then OK.

Galaxy S5 Shows ‘Disabled by Device Admin’ Error

Problem: My S5 was set on swipe to unlock. I put the fingerprint on to unlock. Now I want the swipe back but it does not let me choose it as it says it has been disabled by device admin, encryption policy, or credential storage. Can you help me figure this out. This the 2nd time it has happened and I don’t want to do a factory reset again.

Troubleshooting: I don’t think factory reset will fix this problem either as it has something to do with store credentials in your phone. Many users also encountered this issue before but the most effective way to address the problem is to clear the credentials. Go to Settings > Security > Clear Credentials. You may now proceed to setting up the Swipe the unlock security method.

Galaxy S5 Wi-Fi Toggle Switch Disabled

Problem: My husband is having the following problem concerning WiFi. I can connect just fine to our home WiFi. His phone won’t even let him toggle the switch ON for WiFi, much less show available networks. We have tried restarting and various other tricks found on forums. I’m hoping you can help him out. Thank you for your time. — Carol

Troubleshooting: Hello Carol! I don’t know what happened to your husband’s phone so we really can’t provide a more accurate troubleshooting. I, however, have seen this problem in action before and there’s just an effective procedure to address it.

  1. Boot the phone in safe mode.
  2. Toggle the WiFi switch on.
  3. Reboot the phone normally.
  4. Try to see if WiFi is still on and if the switch can be toggled.
  5. If WiFi is off or if the switch can’t be toggled, then boot the phone in recovery mode.
  6. This time, wipe the cache partition. More often than not, this procedure can fix issues like this. Otherwise, you have no other option but to hard reset the phone.

Verizon Cloud Service Stopped on Galaxy S5

Problem: I too did the lollipop update, since then the Verizon cloud service will not run

The error “cloud service has stopped” appears and freezes my phone. The cloud is not working and I had to delete it to prevent problems. I called verizon cleared cache and stopped apps that I am not currently using. This did not help.

Something went wrong. We can’t connect to the cloud service at this time. Can you help please? — Cynthia

Troubleshooting: Hello Cynthia. Since you already tried fixing this problem by clearing the cache and data of the Cloud service to no avail, then there’s a chance that it’s really a firmware issue. Sorry to say that you have no other option but to do factory reset and if that failed either, call Verizon and make a report about its cloud service crashing. Perhaps the company will roll out an update that will patch it.

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Samsung Galaxy S5 Problems, Errors & Glitches After Lollipop Update [Part 61]

Galaxy S5 battery

Hey guys! Welcome to the 61st part of our Samsung Galaxy S5 Troubleshooting series. We cite, at least, ten problems for every post, so it means we already addressed more than 600 issues reported by our readers. And judging from the number of unaddressed emails (and those that come in every day), it is safe to assume that we will be spending yet another year supporting this device. We like it, though. So, feel free to contact us any time about your issues.

We are providing a free service here and we spend time reading your emails, researching about your problems and writing what we want to say to you. So, please do your part; provide all necessary information about your problem and your phone so it will be easier for us to assess what the issue. You may send your questions to [email protected], post on our Facebook wall and/or Google+ page, or interact with us via Twitter (@RealTDG).

The following are the problems I addressed in this post:

  1. “Currently unable to download, please try later” Error
  2. Galaxy S5 Contacts Disappeared
  3. Galaxy S5 Prompts to Update Some Apps
  4. Ads Pop Up On Galaxy S5 While Offline
  5. Galaxy S5 Won’t Auto Connect to Mobile Data
  6. Galaxy S5 Sends Blank Text Messages
  7. Dropped Phone Call Fake Out on Samsung Galaxy S5
  8. Internal Service Failure Error Shows Up In Galaxy S5
  9. Galaxy S5 Contacts Has Stopped Error
  10. Galaxy S5 Notification Panel Can’t Be Pulled Down
  11. Galaxy S5 Issue With Outlook Email App
  12. Galaxy S5 Contacts Has Stopped Error
  13. Galaxy S5 Locks Instantly When Power Key Is Pressed
  14. Blank SD Card Error on Galaxy S5
  15. Multiple Issues with Galaxy S5 After Lollipop Update
  16. Galaxy S5 Shuts Down Randomly
  17. Straight Talk Galaxy S5 can’t make International Calls
  18. Galaxy S5 Lags When Opening An App

“Currently unable to download, please try later” Error

Problem: Following the installation of lollipop update few days ago for my Galaxy S5 I keep getting a message pop up on my screen saying “currently unable to download, please try later”.

I haven’t got a clue what is trying to download because I physically haven’t downloaded anything and nor can I see what is downloading.

I hope you are able to maybe know some kind of idea where I can fix this problem without a factory reset. Thank you, Tarek.

Troubleshooting: Hello Tarek! It’s probably just a glitch and can easily be fixed by clearing the cache and data of the Download Manager. Follow these steps and it should take care of the problem:

  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.

Galaxy S5 Contacts Disappeared

Problem: Hi, I stumbled across your site while trying to troubleshoot my Samsung S5…today some of my contacts disappeared…. went to call my folks and they aren’t in my contact list? Then went to send a text message and 80% of my messages are just showing phone numbers without and contact names (but not all!).

I have restarted, powered down, powered down and removed battery…and no luck? Any ideas? Thanks!

Troubleshooting: Since you didn’t provide more information or details, the best thing we can do is assume. To begin with, if you factory reset your phone, then all your contacts would have been deleted. In case those contacts that disappeared were from online accounts, then make sure the syncs for those accounts are on. However, if those contacts were saved in your phone and they suddenly disappeared, they might have been deleted or the data of Contacts Storage service was cleared. If you made a backup of those contacts, then there’s a chance you can recover them, otherwise, there’s nothing else you can do.

Galaxy S5 Prompts to Update Some Apps

Problem: Every time I log on to Facebook, it seems as though I gotta update some apps, I know they are up to date. But for some reasons my phone ask me to update as soon as I’m logged in, can u guys help me please. — Smitty

Troubleshooting: I understand your phone prompts you to update some apps but are they the kind of apps that are installed on your phone or are they in-Facebook apps? It could have been more helpful if you were specific what apps needed updating so we can look into the issue. Have you tried updating them as what the phone requires? Or, try clearing the cache and data of Facebook app. There’s also a possibility the app itself needs updating.

Ads Pop Up On Galaxy S5 While Offline

Problem: Hi, I have a Samsung S5 and over the last few months, I’d unlock the screen to find a full screen pop up ad. This is with no apps running. It varies from adult websites to opening the browser and showing an advert for buying online items and Facebook pages.

I’ve gone into my internet settings and enabled ad blocking, blocked Google ads but it’s still happening. My partner has a Note and his is also doing this.

Could this actually be something automatically downloaded by Samsung? Driving me crazy. Thanks, Ashleigh.

Troubleshooting: I’m sure that if you boot the phone in safe mode, those ads will not pop up. My point is, those ads are “attached” to an app you probably installed. And since I don’t have any idea what apps are running in your phone, you have to find that one app that hosts those ads. Once you find it, uninstall it. That will fix the problem.

Galaxy S5 Won’t Auto Connect to Mobile Data

Problem: Hi, hope you can help, I have an s5 and it isn’t the auto switch issue but slightly different . . . .

Currently connected to WiFi with no issue, if I leave the area the phone doesn’t reconnect to mobile data even if you turn it on and off. It is only fixable with a reboot ?

If I turn the WiFi of while still connected it will connect to mobile it’s just of you walk of while connected ie leave the house. All the best, Joe.

Troubleshooting: I’ve seen this problem many times in the past, Joe, and it’s often caused by a glitch in the firmware. It can easily be fixed by wiping the cache partition. Follow these steps and this will be fixed:

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.

Galaxy S5 Sends Blank Text Messages

Problem: To whom it may concern,

My name is Jen and I have a Samsung Galaxy S5. Recently I have been getting responses from one particular person saying I sent them a blank text. However, I know for a fact I sent them a message with words. I know this is a very strange problem. I was wondering if you had any advice for me or if it could be the formatting of the other phone. This problem occurs irregularly, and I can never tell when exactly it’s happening. Thank you for your help. Sincerely, Jen.

Troubleshooting: Hi Jen. More often, this kind of problem happens if you’re sending picture messages or MMS but the issue is on the receiving end. But if it’s a different issue, then we need more information about the problem. Please try to observe more if there’s a pattern or if it’s an app-specific problem. Honestly, we cannot provide a solution to the problem we don’t know about.

Dropped Phone Call Fake Out on Samsung Galaxy S5

Problem: Hello, I’m really hoping you can offer some guidance on issues I’ve been having with my S5.

Recently (maybe the past 2 months or so), I’ll be on a phone call, then it will appear as though the call drops (i.e. no signs that I’m currently on a phone call), HOWEVER the call continues for as long as until the other person hangs up. It’s bizarre, and I have no control over it.

Once the call “drops”, there is no indication that a call is being made, or in progress. There is no way for me to hang up or put it on speaker. The call quality is fine, the other side doesn’t have an issue. THEN, calls can come in normally at the same time as the pseudo-call is happening (full ring and everything), no call waiting beep. It’s incredible frustrating.

If you have any ideas, I’d appreciate it. There is no correlation to anything I can figure out. — Daryl

Troubleshooting: Hi Daryl. I haven’t seen this kind of problem before but if it started to happen just recently or probably after the lollipop update, then there’s a chance that some data may have been corrupted. I suggest you clear both the cache and data of the dialer app. If that won’t work, then it’s time you performed full hard reset.

Full 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.

Internal Service Failure Error Shows Up In Galaxy S5

Problem: For several apps that I have had on my phone this week I started getting an error message that will close the app before I even get a chance to do anything within the app. “Internal Service Failure: An internal error has occurred. This can be caused by a lack of network connectivity. please make sure you have a good network connection.”

Every time I have received this I’ve had full 4g service or have been using WiFi. I have no issues searching the Internet just opening all but like 2 apps on my phone. — Perrin

Troubleshooting: Hi Perrin. When this error message pops up, it’s really not the internet that’s the problem. One way to address this is to clear the cache and data of the app that’s crashing. You haven’t mentioned the name of those apps so we can’t look them up. But more often, an internal service failure may be caused by a firmware glitch. So, if the clearing of the cache and data of the app in question won’t fix the problem, perform a full hard reset.

Galaxy S5 Contacts Has Stopped Error

Problem: I have two concerns:

1) when I try to make a call on my Galaxy S5, I get a drop down that says” unfortunately Contacts has stopped”, yet I can go to Contacts and select who I want to call and make the call. However if I want to make a call to a number not in my Contacts, and I get that drop down.

2) How can I transfer all internal data, and pictures, and videos, and music, contacts, and apps to my SD card. I have a 32 gig card in phone for that purpose. I also want to do a hard/factory reset to just get phone working right with Lollipop overall but don’t want to loose valuable stuff in the process.

Thanks so much, Harold.

Related Problem: Hello, my name is Rebecca, I’ve bought my Samsung Galaxy S5 last year as it sounded good and I wanted to upgrade my phone. Unfortunately, not too long after I received my phone (I bought it over Vodafone internet) it hasn’t been working as well as it should.

I updated my phone recently as its was suggested to but not soon after it has I had done this it was saying things like “unfortunately contacts has stopped” or my messages would not show up on my phone, and I would have to restart my phone again.

I went into a Vodafone store and spoke to an expert adviser, he said it would be a good idea to reset the phone to the factory settings but make sure all my data had been backed up such as pictures, videos or contacts. He also said it could be a software problem and I may have to have it taken away and looked at by a one of their tech support people.

So, my question is is there any other way to sort my phone out or do you advise that it should be taken away to be fixed? Many thanks.

Troubleshooting: Clearing the cache and the data of the Contacts app through Application Manager often solves the first problem. You may also turn off the syncs for all accounts that contain your contacts for that matter. Of course, factory reset is your last resort if those two procedures won’t work.

Now, about backing up your data, your pictures, videos and music can easily be copied or moved to your microSD card. Just go to their respective directory and choose ones you want to backup, copy them and paste them to the SD card. It’s as simple as copying files using computers.

As to your contacts, sync them to your online accounts so that after the reset, you’ll have to sync those accounts to your phone and your contacts will be downloaded automatically. You may also export them manually to your microSD card. Just open the contacts app, and find Export in Settings.

When it comes to apps, you don’t actually backup application files and/or installers. What you needs to be backed up are the data. Just open Settings and choose Backup and reset. That’s the simplest thing to do. However, after the reset, those third-party apps will be re-downloaded to your phone.

Galaxy S5 Notification Panel Can’t Be Pulled Down

First Email: Hi. So I have a weird problem with my S5. It’s pretty hard to explain, so please just bear with me.

The thing that drops down where you can go to your settings stays up, and it’s supposed to go all of the way down, but it stops a little before it gets to the bottom. It shows a different time and date than it really is, and I have tried everything in my settings, but nothing seems to work. Please help me! Thanks! — Raechel

Second Email: Can you please help me with this problem that I’m having. The thing on my Samsung Galaxy S5 phone that you drag down like where the wi-fi icon and all of that are at, it doesn’t go down all of the way, and the thing that’s at the top of that, like where it shows the time and date, it doesn’t go away. Like it shows a different time and date than what it actually is, at the time, and it really makes me mad, because I have done everything that I could possibly do, to try fixing it, and nothing works. So, if you could help me out with that, then that would be greatly appreciated. Thank you for your time. — Raechel

Troubleshooting: Hi Raechel. A simple reboot often solves this issue. The thing is, when this happens, it’s probably just a minor glitch. So, if reboot won’t do it, the soft reset (battery pull) will.

  1. While the phone is on, pull the battery out.
  2. Press and hold the power key for a minute.
  3. Place the battery back in.
  4. Power the phone on.

If both the reboot and the soft reset failed to fix the problem, try wiping the cache partition. You haven’t mentioned any significant behaviors of your phone that may have led to this problem, so I assume it’s just a glitch.

Galaxy S5 Issue With Outlook Email App

Problem: After the update to lollipop, I often run into an issue with my outlook email app losing the email as I am typing it and before I can hit send. I think the system may be killing and restarting it randomly but i am not sure.

I would try a factory reset but i don’t want to lose the data in things like candy crush and other programs.

Also Last time I did a full reset nothing got auto installed and I spent weeks manually restoring my apps. If there is a way to ensure this auto restore would work, please let me know. Thanks, Gene.

Troubleshooting: Hi Gene. If the only problem you encountered after the lollipop update was with your email, then it must be just an app-specific issue. There’s no point is resetting the phone and deleting all your data and then try to start from scratch again. Such procedure is often done when there’s more serious performance issues with the phone.

So, I suggest you clear the cache and data of the Outlook app first and then setup your account again. Give it a day to observe if the problem is still happening. If so, then proceed with factory reset. And about that auto restore you’re asking about, it’s all under Backup & reset under Settings. Once you’ve backed up your apps using your Google account, you can restore them back using the same.

Galaxy S5 Locks Instantly When Power Key Is Pressed

Problem: Hello, the problem I’m having with my Galaxy S5 just started happening this week for no apparent reason. I haven’t downloaded any new apps or installed any updates within the past few days.

When I press the power button on the side of my phone, it automatically locks. I checked in the settings – lock screen and the “lock instantly with power key” option is not checked. I tried restarting and taking the battery out but nothing seems to work. I’m really confused how this is happening. Any help would be much appreciated. Thanks! — Annie

Troubleshooting: Hello Annie. More often, this problem of yours can be fixed by pulling the battery out and pressing the power key for a minute; it’s called soft reset. It’s just a minor glitch in the system. However, if that won’t fix the problem, then I suggest you wipe the cache partition to get rid of those inconsistent caches that might be causing this.

Blank SD Card Error on Galaxy S5

Problem: Hi guys,

Today when I turned on my phone, I had an error message come up saying: Blank SD Card. SD card is blank or has unsupported file. Then it asks if I want to reformat. NO! I’ll lose everything on my phone!

What may have caused this? Thanks! — Debbie

Troubleshooting: Hello Debbie. We don’t know for sure what corrupted the microSD card but that’s the problem, your microSD card is corrupted or, at least, can’t be read by your phone. Consequently, it will ask you to reformat it but don’t! Instead, unmount it from your phone and let your laptop read it. If the computer can read from it, then make sure you backup everything. Once finished, that’s the time you reformat the SD card using FAT32 format. If your phone can’t read it after doing so, then it’s time you considered buying a new microSD card.

Multiple Issues with Galaxy S5 After Lollipop Update

Problem: Hi, I’m really disappointed with my Samsung Galaxy S5 following the upgrade to lollipop. Basically since the infamous upgrade I see all the following issues:

  1. Motions & Gestures no longer work, before the upgrade I was able to air browse amongst other things now it doesn’t work.
  2. I keep losing connectivity to mobile network. If I’m connected to wireless network and for instance walk out of range of wi_fi the device is no longer registered to mobile network until I reboot the handset. Basically after been connected to wi-fi I need to reboot the handset before my SIM card is able to register back to Mobile Network.
  3. Finally my SD card becomes corrupted every time I reboot the device. Therefore I need to reformat the SD card every time after reboot in order to work again, losing all my card content in the process. I whish I’d never upgrade to lollipop, can you please help? Regards, Abel.

Troubleshooting: Hey Abel. I will address the second problem you mentioned here simply because it might just be a setting issue. Please check if the Smart Network Switch is enabled in Settings. If it is enabled and this problem happens, then I could say it’s more of a firmware issue than anything else. And that explains why the Motions and Gestures features don’t work as well as your microSD card keeps getting corrupted after a reboot.

In this case, it is imperative that you performed full hard reset not only to refresh the phone’s memory and get rid of possible corrupt data but also to verify if the firmware itself needs reinstallation. If all these problems remain after the hard reset, then let Samsung reinstall the firmware for you.

Galaxy S5 Shuts Down Randomly

Problem: I have a Galaxy S5 from Straight Talk and I’m using it for a year now. The issue started this week when my phone randomly shuts down without a reason. I removed the battery and placed it back to the device but the issue still happening on my phone. I also called Straight Talk the other day but they’re not able to fix my issue. Has anyone also experiencing issue like this? Please help! – Ryan

Troubleshooting: Let me guess, they want you to ship your phone so their technician can take a look at it, right? If the problem started this week, then it must an app issue only…unless the phone overheats. That’s the first thing you have to check. If the phone heats up like you can’t almost touch it, then it’s overheating that cause the shutdowns. These phones are wired to shutdown automatically if the temperature goes beyond the threshold to prevent further damage.

However, if the phone doesn’t overheat, then it’s probably just an app causing it. Boot your phone in safe mode and try to use it like you always do to see if it still shut itself down. If not, then find the app that’s causing the problem and uninstall it. If yes, factory reset your phone, it’s the firmware.

Straight Talk Galaxy S5 can’t make International Calls

Problem: Hi, this is Marion and I have a Galaxy S5 under by Straight Talk for 5 months now. The issue started when I changed plan from $45 to $60 plan just this week. However, when I tried to make a call outside United States my phone won’t. I rebooted my device several times but it’s not helping. I’m not sure if my phone has an issue or with Straight talk? Help!

Troubleshooting: I think your device has no issue at all. It seems like the problem is with Straight Talk. You didn’t specifically mention the country you’re calling to but please note that the 60-dollar plan doesn’t cover every country. I’m also not sure if you followed the correct procedure when you tried making a call. If you’re not aware of it then, you can follow this procedure:

  1. Dial from your device the International Call prefix.
  2. Dial the Country Code.
  3. Dial the Area Code (City Code).
  4. Dial the phone number that you want to call.

If all else fails, contact Straight Talk. The problem is on their end and not your phone especially if it can make/receive domestic calls without having issues.

Galaxy S5 Lags When Opening An App

Problem: Every time I open a certain app my phone lags. I rebooted the device several times but the issue still not fixed. However, I tried removing the app and installed it back but the issue still on the phone and I can’t fix it no matter how I tried. I’m not a tech-savvy person and I’m hoping you can help me with my issue. Thanks! – Carl

Troubleshooting: I will be straight with you Carl. I don’t know what kind of app is that or how important it is to you but if you can’t use it, why keep it in your phone? If it’s a utility app, I’m sure there’s a lot of apps like that in the Play Store, so find an alternative. You said you already uninstalled and reinstalled it to no avail. I think the problem here is with compatibility and unless the developer updates it, it won’t work with your phone.

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