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Samsung Galaxy S5 black screen issue

Samsung Galaxy S5 Problems, Glitches, Questions, Errors and Solutions [Part 24]

Good day guys! Here’s another part of our Samsung Galaxy S5 troubleshooter series.


If you have concerns regarding your Samsung Galaxy S5, don’t hesitate to shoot us an email at [email protected] and we will do our best to get back to you as soon as we can.

You can also engage us at our social networking sites by visiting our Facebook and Google+ pages.


Samsung Galaxy S5 won’t turn on

Problem: Hey guys! Nice website you have, it’s very informative and solves many problems.

Well, my problem is that my Galaxy S5 got stuck and it didn’t respond like for 3 minutes so I decided to take off the battery. After that, the phone turned on but got stuck again but this time in the “Samsung Galaxy S5… Powered by Android”

. It didn’t respond again, so I took off the battery and after that it didn’t turn on or charge. I tried the recovery and downloading mode but nothing happens. The charger is okay because I tried using it to charge my other phone. I tried another charger but nothing happened to the phone. Hope you can help me. Thanks! — Victor

Troubleshooting: Hi there Victor. You have tried all the suggestions we are supposed to give you to do to determine the root cause of the issue. It appears that your phone had been hardware bricked for some reason. This means that it has become totally unusable at this time and we cannot do the usual troubleshooting steps that we do if the problem involves a software problem. If we have software bricked your S5, it still would allow you to go recovery mode, download mode, perform a factory reset, etc. In your case, the phone simply does not respond to any input. Your best course of action here is to return the phone to Samsung or your service provider so you can ask for a replacement. Don’t forget to take out your SD card before returning it.


Samsung Galaxy S5 Unfortunately Samsung Galaxy has stopped” error

Problems: Hiya. Hope you can help. I’ve got a Samsung Galaxy S5 and all of a sudden when I open my Gallery I get an error message: “Unfortunately Samsung Galaxy has stopped.” If I press OK it works fine although it freezes sometimes briefly depending on how I’m accessing the Gallery. Thanks. — Jasveen

Hi. I’ve recently been getting the message ‘Samsung Galaxy has stopped working’ pop up on the screen a few times through the day I can’t seem to find anything online and was hoping you could assist me in some way. I have the Samsung Galaxy S5. Thanks for your time. — Rob

Hi. I have had my S5 for 3 months and its started to get sluggish and keeps popping up with “Samsung Galaxy has unfortunately stopped working” error. The phone does it on a couple of things. Any ideas? Many thanks. — Connor

Hello I don’t know if you could help but my phone keeps coming up with “Unfortunately, Samsung Galaxy has stopped”. And I don’t know why. I’ve attached screen shots of the problems. Can you help at all? Regards. — Rachel

Hi could help me my S5 has  recently started having screen pop ups saying “Samsung  Galaxy has stopped” or “Google had stopped”. — Sussian

Please help. Random apps will crash when I switch to a different screen, reply to text, pause game to answer phone, and just closing the app.

An example of the errors I’m getting is this: “Ice age adventures has stopped working”. The app then asks to either send report or press OK.  — John

Hi. I keep getting error message when I am in my Gallery saying “Samsung Galaxy has stopped working”. Can you help? How do I get rid of this? Thanking you in advance. — Kerry

Troubleshooting: Hi Guys! We decided to put all your issues into one section in this post so we can address them all at once. This is also to let you know that the problem is pervasive and is not unique to your individual S5 device. Obviously, the problem involves the phone’s software so our first priority is to find out what’s causing it to not work properly. Some of you may already have an idea how to resolve a software issue on a Samsung Galaxy S5 because we have been dealing with all sorts of similar problems in our previous posts but they are worth repeating here for the sake of those who are new to Android environment and the uninitiated.

Clear the cache. This solution hopes to resolve the problem by dealing with possibly corrupt app cache. Your Android operating system is designed to be gentle on the battery so aside from utilizing the RAM to store temporary data to access files faster, it also uses the cache as a temporary storage to store app-specific information to open them efficiently next time you access them. Over time however, an app’s cache can grow large or become corrupted so it’s recommended to clear it regularly. If the error you are getting are being caused by a particular app, clearing its cache can almost always resolve the problem. Here are the steps on how the clear an app cache:

  • Go to Settings.
  • Open Application Manager.
  • Search the app under All tab.
  • Tap on the desired app.
  • Select Force Stop, Clear Cache, and Clear Data options. Make sure to press the buttons in this order.
  • Restart the phone and open the messaging app as normal.

If you have no time to uninstall then re-download an app you suspected to be causing the error, we suggest that you hit Clear Data option. This functions in a similar fashion as reinstalling an app.

Perform a factory reset. Sometimes, no single app may be causing the phone to act erratically so it’s wise to just simply wipe everything from the device and start anew. Thankfully, this step can be done quite easily by simply performing a factory reset. As mentioned, this step will erase everything on your phone so make sure to create a copy of your important files, videos, pictures, etc.


How to do a 3-way call using Verizon Samsung Galaxy S5

Problem: I have a Galaxy S5 on the Verizon network. My  son has the same phone on the AT&T network. When he and I are taking  and someone calls him, he is able to merge and do a 3 way call. But, if we are talking and someone calls me, I am only allowed to swap but no merge option. Verizon said it is a network issue. However, my husband has a Galaxy S4 on the Verizon network and he is able to merge calls. So how can it be a network issue? — Melissa

Troubleshooting: Hi Melissa. Your question can best be answered by Verizon than us or Samsung. We are positive though that the S5 is capable of merging more than 2 calls at one time. The limitation that you are experiencing is set by Verizon. As far as we know, merging 3 calls into one is as simple as pressing the “Merge” button on the screen and we believe that you already have an idea how to do it. For educational purposes and for the benefit of other readers, here are the simple steps on how to use 3-way calling on an S5:

  • Press Call icon and go to the right to answer the call.
  • Hit Call icon and go to the right to answer the next call.
  • Press Put “Name/Number” on hold to put the first call on hold.
  • Join the two callers into a single multi-party call by tapping Merge icon.
  • If you want to temporarily leave the conference call, simply hit Menu icon then Hold.
  • To rejoin the conference call tap Resume call.
  • Tap End Call icon to end the call.

We did some research on the issue and came up with a good guide on where to start. Just follow this link. We suggest that you talk to Verizon’s customer service team and review how you can enable “Merge” option into your existing plan. They should give information on certain requirements to make you eligible for such feature.


SanDisk SD card not properly working on Samsung Galaxy S5

Problem: Hello everyone. I’m having serious trouble with my new 64GB Sandisk Ultra SDXC card in my Galaxy S5. I had a 32GB Kingston, an HDSC card, which I synced with iTunes using Tunesync or something, without any trouble.

I have ever since been using JRiver and MediaMonkey for music.

So when I tried to use them to sync to my new SD Card, I kept having problems. Meaning, even when the process completed without errors, the phone didn’t behave normally.

It wouldn’t properly recognize it anymore and when i rebooted it started checking for errors. When after some minutes it completed, it was working perfectly BUT whereas I had left a 1 GB free space before it now showed me that it had a 55-56 GB free space!!! I went into the Music folder created by MediaMonkey and JRiver, I formatted and used both from scratch, it had all the folders, in a structure of Artist – Album, but only the folders up until B or C had music files in them!!! The media players and windows explorer showed me that the transfer of all the files was successful, meaning they all showed 1GB free space before I rebooted the phone.

I went on to using the card reader of my brother’s laptop, and used SDFormater to format the card successfully. I suspected a faulty card so i also used the Overwrite Erase option that basically writes in all the sectors of the card. It naturally took a lot of time but finished WITHOUT ANY ERRORS. So i tried to sync it through the card reader using MediaMonkey and my portable library in a portable hard disk so it was easy. Once again the SAME THING HAPPENED.

I also tried formatting it in my phone and then syncing it again through the card reader and it still worked the same way.

Considering the limitations of KitKat and Android L (I am running the new Android 5.0 in my S5) imposed in external SD cards, i was thinking that maybe there is a size limit to any folder outside the ANDROID folder, the only space that the OS lets apps write. Because what is left in those folders, the remaining songs, are flawlessly recognized by PowerAmp and play correctly. My SD card even passes the tests of A1 SD Bench. Can anyone confirm this or has anyone ever had a similar problem? Any suggestions? Thanks in advance.

PS: I am using Windows 8.1, the laptop had Windows 7 and the latest edition of Media Monkey and JRiver. — Kostas

Troubleshooting: Hi Kostas. We are not aware of any specific folder size limitations on the newly released Android Lollipop operating system as of this time. Normally, for any SD card-related problem we recommend that the user format their cards via the phone to ensure that its file format is compatible with the device. We understand that you have tried doing that so the problem is most probably being introduced by the multimedia software you are using (Jriver and MediaMonkey). To be frank, we are yet to acquaint ourselves with how these software work and whether they can potentially cause similar issues on other types of SD cards.

We will be researching on this issue further and update this post once we have a more comprehensive answer.


Samsung Galaxy S5 gyro not working

Problem: Hi guys. Thank you for that quick response for my last issue.

Right now, I’m worrying about the situation that has been freaking me out since I got this phone last May.

My S5 shows the wrong direction I’m pointing in when I’m on Google Maps. It shows the correct location though. The blue arrow in Google Maps usually shows it’s 90° to 180° off the alignment. What do I need to do? Tried GPS toolbox and GPS Status apps and even got the Pro version of them but nothing had been working so far. This problem has been from the day I owned this device. Everything updated to latest version. Can I calibrate the compass or should I go for a new phone if this one is defective. Thanks a ton again! — Shomil

Troubleshooting: Hi Shomil. We suggest that you test the functionality of your phone’s gyroscope first. Simply access your phone’s service menu by typing “*#0*#” (without the quotation marks) in the dialer. Once you are in the Test Menu page, tap on Sensor and place the phone over a flat surface like table or floor (making sure that the surface is level). Wait for 30 seconds to allow the phone to calibrate itself then tap on Gyro Selftest button. Look for the word “PASS” on the screen to confirm that the gyro is fully functional. If you are not seeing the word “PASS”, or continue getting the original problem, please call Samsung or your network provider for a replacement.


Missing charging door for Samsung Galaxy S5

Problem: I read your answer to a question about the door that slides aside when the charger is connected. My Galaxy S5 is about 4 months old. About a month ago the door on my device just fell off from use I thought. I thought nothing of it. These type doors are unstable at best and frequently fall off eventually in my experience. Now you have me worrying. Do I need to take it to Verizon or Samsung for repair? — Steve

Troubleshooting: Hi Steve. We’re sorry to cause you undue concern but that charging door on your phone is not only for cosmetic purposes but also serves as an important component to keep away dust and liquid from penetrating inside. If you are careful with your device and does not have plans on having it get wet or immersed in water, then you can just ignore that missing door. However, if you want to enjoy the full protection of Samsung Galaxy S5’s IP67 certification, which means it can withstand 1 meter of water for 30 minutes, then you must go to Samsung to secure a new casing or your service provider for a replacement.


Samsung Galaxy S5 overheating

Problem: My Samsung S5 has started overheating in the past 3 days. I don’t have boosters installed but the BitDefender Antivirus is working. I recently installed just a few apps like Drippler. I did an analysis with CPU Temp and the result is shown on the screen shot attached. What could be causing the overheating? I cleared the cache via the recovery mode. What could be going on? Thanks. — Doc



Troubleshooting: Hi Doc. Overheating can be caused by a few things that include rogue apps running in the background, malware forcing the phone’s processor to work on something, faulty battery, or a plain and simple hardware failure. Does your phone get uncomfortably hot to touch from time to time? Based on the screenshot that you sent us, your phone appears to have go beyond the normal temperature threshold of 70ºC. That the phone’s CPU temperature spikes to 76ºC when playing Angry Birds is a clear indicator that something is not right. If the readings are accurate, then you must stop using your phone first to avoid damaging components inside.

Samsung does not release official details on heat tolerance of its processor so we can only make an educated guess on the topic. However, most Android experts think that any CPU temperature above 70ºC can be harmful for other parts of the motherboard and for the phone in general.

We suggest that you let Samsung check your phone or replace it. If this phone is part of your data plan, have your service provider replace it as soon as possible.


Samsung Galaxy S5 browser keeps on crashing when loading

Problem: Hello. I have a Galaxy S5 which i got like a month ago. Since I got it, while I am using the browser, at times the screen freezes and a white screen comes up saying: “Tab has crashed. An error occurred while displaying this webpage. To continue, tap Reload or go to another page. Reload Button”. I have tried in Safe Mode, and again the same happens. It happens in different web sites, but mostly while  I am browsing Kindly provide some assistance. Thanks. Regards. — Jon

Troubleshooting: Hi Jon. What browser are you using when visiting If it is the default Chrome browser, performing a Safe Mode and still using it is useless because it is a stock app. What you need to do is to try using another third party browser like Mozilla Firefox for Android and see if it makes any difference. You can also try to clear the app’s cache (steps mentioned above).

If nothing works, try to do a factory reset.


Samsung Galaxy S5 black screen issue

Problem: Hi. Love your tips through Drippler. Recently my phone screen has gone black and difficult to get back.  Seems it started after I would turn down brightness at night. I could feel that the phone was on so I would try to unlock swipe to open it. I could hear the click that unlocked it but still black screen. I would keep hitting power button along with other keys and would eventually come back. I quit lowering the brightness and also went into Safe Mode (thanks for how to) to see if that helped.  I uninstalled the latest apps I had downloaded but that didn’t seem to affect it. Yesterday was very frustrating because I got a text from a co-worker and drove to meet him. Got there and couldn’t see the screen though  like it had gone to sleep and stayed black. After several minutes of pressing the buttons it came back. Besides going to tech center is there anything else you can suggest? Thanks. keep up the great work. — Kathi

Troubleshooting: Hi Kathi. Your phone is either having a software or hardware issue. You can try to reset the phone to factory defaults. The troubleshooting steps that we suggest in our posts revolve mainly in trying to isolate what particular software issue a device is having. Only after doing steps that help us confirm that it’s not a software issue do we recommend that a customer ask for a phone replacement or have the device checked by a professional.


Connect with us

We are among the very few people who offer free Android support online and we are serious about it. If you happen to have an issue you want to share, kindly ensure to provide details of the problem as well as a short background or the things you were doing prior to noticing it. Feel free to contact us regarding your concerns, questions and problems. You may reach us at [email protected] or post on our Facebook and Google+ pages.

Samsung Galaxy S5 Problems, Glitches, Questions, Errors and Solutions [Part 23]

Here comes another part of our Samsung Galaxy S5 troubleshooter series, folks!

Gemma Error

If you have concerns regarding your Samsung Galaxy S5, don’t hesitate to shoot us an email at [email protected] and we will do our best to get back to you as soon as we can.

You can also engage us at our social networking sites by visiting our Facebook and Google+ pages.


Samsung Galaxy S5 showing “Unfortunately, your Samsung Galaxy has stopped working”

Problem: Hi. When I try to access my Gallery or when someone sends me a picture, my phone displays the message “Unfortunately, your Samsung Galaxy has stopped working” but when I press the OK message underneath, everything appears to then work as normal! Can you help tell me why it displays the message and how to get rid please? Thanks. — Mark 

Troubleshooting: Hi Mark. If this is the only app giving you this type of error, the problem may have something to do with its cache, a temporary storage of needed files to access the app faster. If  the said cache is full or corrupted, it can either cause the app to crash or not work properly. However, emptying the cache resolves most app issues 95% of the time so we suggest that you try these steps:

  • Go to Settings.
  • Open Application Manager.
  • Search the app under All tab.
  • Tap on the desired app.
  • Select Force Stop, Clear Cache, and Clear Data options. Make sure to press the buttons in this order.
  • Restart the phone and open the messaging app as normal.

By selecting Clear Data, you are telling the device to re-install the app without actually re-downloading the app again from a remote server so make sure to back app your important files, pictures, videos, etc. before doing any of the steps above.

Because an S5’s Gallery app is pre-installed, meaning it came with the operating system as one of its integral apps, you may also have to perform a factory reset if  clearing the app’s cache won’t help. Remember to always make a back-up copy of your important files before doing the reset.


Samsung Galaxy S5 lag when doing calls

Problem: I’m experiencing severe call lag. It’s not all the time but always in the same location. It makes it almost impossible to have conversations. I work in the oilfield of Ohio and I’m in poor service areas all the time. On specific area where my camper is located I seem to experience lag. When I dial I get a strange beep then the call will become a series of pauses and then we both talk at the same time. Horrible. It has 2 bars of 1x and sometimes even 3G. I have made calls with much less. I have tried switching the preferred network and restarting. Any help would be much appreciated. — Dave

Troubleshooting: Hi Dave. Looks like the problem you’re having has nothing to do with your phone. The way we see it is that you are experiencing delay receiving and/or sending voice signals back and forth to your service provider resulting to significant delay. This is why it appears that you are talking at the same time sometimes because your phone may be receiving late feedback from the cellphone towers around you.

We recommend that you talk with your service provider about it and see if they can give you any tips on how to boost the signals received on your phone by tweaking some settings on it. If the real cause is distance from the nearest available network tower, we doubt if there’s a fix for that soon.

Signal traffic congestion also causes signal delays so try to determine if other people in your area have encountered the same problem. That would be a helpful observation you can tell to your network tech support so they can fix the issue in your area.


Samsung Galaxy S5 getting “SECURITY WARNING: There are problems with the security certificate for this site….” pop-up

Problem: Hi. Please help me. I have a Samsung S5 phone and every few minutes  a security warning box keeps popping up saying: “SECURITY WARNING: There are problems with the security certificate for this site….” The name of the site does not match the name on the certificate. Any idea how to stop this from popping up? It pops up anytime, whilst watching a clip, whilst using WhatsApp/BBM, whilst the phone is being idle….I await your response. Many thanks. — Baz

Troubleshooting: Hi Baz. We suspect that your phone may have been infected with a malware. If you installed an app before you started noticing the problem, there’s a big chance that that app may have hosted a malware, or introduced a virus after the installation. Try to uninstall the most recent app you have installed and see if that will make any difference. Otherwise, simply perform a Safe Mode on your phone to see if our hunch is correct. By doing this, we are trying to let the phone run only trusted apps by barring any third party applications from starting. If your phone works normally without the pop-up, that means you have to uninstall every app you can conceive to have caused it starting from the most recent.  Alternatively, you can also just do a Factory Reset to ensure that the phone runs a clean operating system.


How to replace water-resistant “door” of Samsung Galaxy S5

Problem: Thank you for your blog and column DroidGuy, I appreciate reading it. My question is a simple one. After using the supplied USB 3 cable to çharge or connect to my pc, the little “door” on the bottom that makes the phone water resistant is sort of mis-aligned and it sticks out a bit with a sharp edge. Is there a way to safely remove or even replace this piece?

I wouldn’t want to simply snap it off without knowing so while I will gladly live without it I’d want to know the best way to proceed.

Thank you! — Joel

Troubleshooting: Hi Joel. Unfortunately, there’s no safe way to remove that part because it’s an integral part of the cover to prevent dust and water from entering the phone. If you think that this “door” may compromise the water- and dust-resistant property of the phone, try to call Samsung or bring it to a Samsung shop so a professional technician can do it for you. There’s just no way to circumvent this process.


Samsung Galaxy S5 missing Car Mode app

Problem: S Voice has a feature called Voice Wakeup but it doesn’t work due to the fact that the S5 doesn’t have a certain feature that the Note 3 and 4 have called Car Mode or Drive Mode. Was this a FUBAR by Samsung or what? — Joel

Troubleshooting: Hi Joel. Is your service provider AT&T? If you have an AT&T phone, Samsung’s stock Car Mode app has been replaced by their own app called Drive Mode, which, by the way works differently. Just go over the apps you have on the phone and look for it. Drive Mode’s icon shows the front visibility of a driver while on the road while Samsung’s own Car Mode appears as a green steering wheel on a dark background.

If you are not an AT&T subscriber, simply look for the Car Mode icon and follow our tutorial on how to get Car Mode app started.


How does Samsung Galaxy S5’s memory work

Problem: Good evening. I own a Galaxy S5 Active that shipped with a 16GB memory and I added a SD card into the phone. Can you explain how the S5 Active utilizes memory? I have some apps that indicate that they’ll load on to the SD Card, which I’d like to use as I’m always short of memory.  Is this the old Central storage, extend, expanded memory that we had on PCs many many years ago? Thank you! — Bill

Troubleshooting: Hi Bill. Your question appears to focus more on storage management rather than memory management. Technically, memory is distinct from storage in terms of function. We can picture storage like an office lateral file cabinet where we store our paperwork and other stuff. It’s a good place to keep our files but we don’t go there to edit or read them. Memory functions more like your desk where you do your editing and reading because you can them there efficiently. Android-speak, memory is the temporary storage where your device keep files necessary to access apps faster. Also known as RAM (Random Access Memory), this type of storage is also known as internal memory that gets wiped out upon reboot. Your phone uses RAM to store temporary parameters while its on so that it doesn’t have to go back to an external storage device like your 16GB SD card every time it wants to open a frequently-used app. If RAM becomes low because of multiple apps running simultaneously, it results to the phone becoming perceptibly slow in doing some functions or even crashing.

While there are a legion of task killer apps in Google Play Store to supposedly help you manage RAM to acceptable levels, there is really no need to concern yourself with that issue because your Android operating system is designed to optimize RAM. This means that even if your phone’s RAM has reached over 80%, as long as there is no perceptible performance issues, it should still be good to go. Because Android operating system is also designed to be gentle on the battery, RAM usage is used up to its highest tolerable level to minimize forcing the phone from opening apps by accessing external storage every time. As you can see, reading already stored information in RAM is more power efficient than reading from the storage device. Android engineers exploit this fact to save power on the battery as well as speed up performance.

Keep in mind that there is also what we call ROM or internal storage. It’s technically just another important storage in your phone that keeps the operating system files and app data. This is not re-writable, unlike RAM, and doesn’t get erased after a reboot. In an Android environment, storage usually refers to an external memory commonly known SD card so in storage management, we may have to refer to either ROM (internal storage) or your SD card (external storage) or both, depending on what type of storage device the phone has. Remember, RAM keeps data temporarily while both ROM and SD card store them permanently.

To answer your question, we need only to manage your permanent storage (ROM and SD card). Despite its obvious limitation, data management on Android is not hard and it only needs a user a regular audit to do it effectively. With so many free apps nowadays, your phone’s SD card can easily run out of space quickly if you are not watchful of the remaining space on your storage device. If you are a trigger-happy type who can’t simply help but take pictures of everything and anything anytime, it’s only a matter of time before you’ll get that annoying error message telling you of not enough space on the phone.

Simply put, be mindful of the remaining storage space you have by regularly checking the status of your SD card or phone internal memory unit. If you are fond of  storing large video files, be sure to keep them in your computer or upload them in cloud services so your phone storage has enough remaining space all the time. Uninstalling unused apps can help as well. If you have an option to move files of apps to an external SD card, do it. You don’t want to run out of storage space on your phone because of non-essential apps.


Samsung Galaxy S5 getting the “Unfortunately, Samsung Galaxy has stopped” error

Problem: Hello. I have a Samsung Galaxy S5 and the last few days I get a pop up on the screen saying Samsung has stopped responding. After clicking OK it just returns to the previous screen. Any ideas on what could be causing this? Attached is a screen shot of the message, this happens when I browse the internet or open any of my files. Kind Regards. — Gemma

Troubleshooting: Hi Gemma. This is a general error that indicates that there’s a problem with the phone that we must identify. Sadly, it does not give us any hint where to start our search so the best solution that we can come up here is to ensure first that there is no underlying software problem. Because we have no means of knowing whether or not a rogue app may have introduced a malware to your phone at this point without resorting to the step of performing Safe Mode, we suggest that you do a factory reset right away. If you don’t know how to do it, just follow this link so you’ll be directed to our tutorial page.

Resetting the phone to its factory defaults is essentially deleting everything that you’ve added to the phone after unboxing it so don’t forget to create a back-up copy of your files. If you have a computer, it’s always a good idea to keep a copy of your personal data there in case you will lose your phone, or if you need to do  what we are asking you to do now. After resetting the phone to its factory defaults, your phone should be like brand-new and should work like one. If the problem persists despite having done the reset though, that’s an indication that some hardware components may be causing the error. You must call Samsung or your service provider for replacement.


Samsung Galaxy S5 speaker not working and unable to call and receiving incoming calls

Problem: What’s up guys. So here’s the deal. My phone is about 2 months old and within the past couple of weeks it’s been acting out of sorts. Started with the ear speaker not working during phone calls so I had to use Bluetooth or speaker. Now it won’t let me answer or send calls. The phone reboots itself every time.  I’m hoping it’s nothing too serious and not a defective phone. I had my S3 for over 2 years and never had problems this early.  Any advice will help.  Thanks! — Mmartin2525

Troubleshooting: Hi Mmartin2525. A powerful phone like your S5 cannot just stop working normally all of a sudden so we need to identify where the point of failure starts. Because there are scarce details in your problem description, a good starting point would be reset the phone to its factory defaults. This troubleshooting step will help establish if the issue is primarily software in nature. As mentioned in the previous troubleshooting above, performing this step will erase all personal data on your phone so safeguarding them is important. A factory reset forces the phone to run an uncorrupted Android operating system eliminating the cause of the problem being caused by a software or malware. If this does not resolve the issue though, this means that the phone has to be replaced due to a hardware problem. We don’t provide hardware troubleshooting in this blog because it requires above average knowledge on electronics as well as some special tools which may not be handy for a reader. Calling Samsung, the retailer, or your service provider is the safest route that we suggest when everything boils down to hardware trouble.

An S5 should be covered by a standard 1-year warranty, which also includes a replacement, so you may want to take advantage of this option.


Samsung Galaxy S5 touch screen not working

Problem: Hi there! My name’s Ana, I have a Samsung Galaxy S5 that I received only a few months ago. Since I got it I have not exposed it to water or dropped it.

Today I was using it and everything was fine but after the screen timeout turned the screen black once I tried to use it again the screen turned entirely green and won’t work. The green patterns change when screen is lit up repeatedly but do not respond to touch. I attempted to take out the battery a dozen times. It was snowing today but only a few snowflakes fell on the screen and not in any of the sensitive regions. I really hope you could help me out because as far as I know touch screens don’t randomly break. Thank you! — Ana

Troubleshooting: Hi Ana. You’re right about touchscreens not failing out of the blue. We’ve seen the pictures of your screen that you sent us. Based on your problem description, it looks like your phone’s touchscreen has completely failed at this point. We understand that you take care of your phone and it was never water-damaged so this might be a unique problem. In spite of Samsung Galaxy S5’s excellent track record if we consider the millions of units sold worldwide, we simply can’t eliminate with certainty the chance that a handful of units will fail.

Your best bet in this case is to get a replacement either from Samsung or your network provider. You have to tell them that your phone suffers from hardware failure and no normal troubleshooting can be tried.


Samsung Galaxy S5 black screen issue

Problem: Hi there. Hoping you can help me with an issue I’m having with my S5. Sometimes after I answer a call the screen blacks out when I touch it and reappears when I remove my finger. I can sometimes tap it repeatedly and eventually it will press the button I need, but not always. This happens only when I am using an app (any app) when the call comes in, though I don’t know if it happens every time. Have you heard of this before? I use my phone for work calls that need to be answered with a keypad menu, so I end up missing important calls. Any help is appreciated. Thanks. — Annie

Troubleshooting: Hi Annie. There are a few things that we need to try to determine the real cause of this problem. Because you mentioned that the issue appears to exist only when using an app while on a call, let’s start with performing a Safe Mode. This is to help us confirm our suspicion if a rogue app is indeed the root cause. Our own research regarding the specific problem you described to us did not yield any similar issues. We have a catalogue of issues compiled primarily from their letters to us but it looks like yours is unique. There’s a chance that an app may be causing the issue but we need to pinpoint which one is the culprit. So if you already performed Safe Mode, stay in it and uninstall apps one by one starting from the most recently installed. Make sure to test how the phone works after you uninstall an app so as not to remove all legitimate apps.

If you are unable to isolate the cause using Safe Mode, we recommend that you do a factory reset. This is the safest troubleshooting step that we can do, especially if we suspect that there is a software problem involved.

You also want to make sure that the battery is not defective by testing another battery if available.

If any of these things will not identify the cause, then we can assume that the phone is defective. This means that there’s an on-going hardware issue and you must get a replacement phone to resolve the problem.


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We are among the very few people who offer free Android support online and we are serious about it. If you happen to have an issue you want to share, kindly ensure to provide details of the problem as well as a short background or the things you were doing prior to noticing it. Feel free to contact us regarding your concerns, questions and problems. You may reach us at [email protected] or post on our Facebook and Google+ pages.