Hello guys! This is the 3rd part of our Galaxy S5 Troubleshooting series for Verizon subscribers who contacted us about their problems. There’s about a dozen of problems I addressed in this post so if you emailed us before or currently bugged by a problem or two, try to skim through it to see if your concerns are among the ones I cited.
We are always willing to help our readers deal with issues with their phones. So, feel free to send your questions/problems to [email protected]. You may also post on our Facebook wall, Google+ page or Twitter. Our team reads every email we receive, conduct research, contact people we know who might be able to help answer some questions and write solutions and/or troubleshooting guides to help you. So, please do your part and include every possible information relating to the problem you have with your phone.
The following are the problems I addressed. Click on a link to jump to a specific issue:
- Verizon Galaxy S5 Can’t Make/Receive Calls
- Verizon Galaxy S5 Can’t Read MP3 Files
- Verizon Galaxy S5 Shows Odd Boxes on Keypad
- Galaxy S5 Froze & Stuck on Verizon Logo During Boot Up
- Cooling Down Icon Popped Up on Verizon Galaxy S5
- Verizon Galaxy S5 Lollipop & Email Problems
- Verizon Galaxy S5 WiFi Won’t Turn Back On
- Calendar Information Lost After Lollipop Update
- Verizon Galaxy S5 Can’t Connect To WiFi After Update
- Multiple Issues With Verizon Galaxy S5 After Update
- GPS Inaccurate After Lollipop Update
Verizon Galaxy S5 Can’t Make/Receive Calls
Problem: My wife’s S5 started to have many dropped calls over the past three months. Now she can not receive nor send calls. All incoming calls go directly to voice mail box. All other functions seem to work including instant messaging and Words With Friends. We took the phone to a Verizon store and they performed a soft restart and replaced sims card. Problem not fixed. Called Verizon technical department and after 3 hours on phone and bringing phone to factory settings no solution. Verizon is apparently looking into cell phone tower problems to see if this was the cause. Funny, my S5 working fine from same towers. Verizon said a solution will be available after 72 hours. Still waiting….6 hours to go. Brother-in-law had same problem with his S5 in the Boston area…same issue…same cell tower excuse. He had to up-grade his phone to resolve situation. I think Verizon or Samsung should replace phone because it is still under a year old. Any other possible solutions? Thanks, Matt.
Suggestion: Hi Matt. Frankly and honestly speaking, there’s nothing we can do on our end that could fix this problem as it is obviously a network problem (not necessarily a tower issue in your area). When I was working as a tech support for one of the wireless companies in the U.S., I often got calls from customers who have the same problem as your wife. More often, the phone number (just the number and not the account) is disabled but since it’s still registered in the system, all incoming calls will be routed to the voicemail. We had a tool that can fix this problem in one click, so I’m thinking the issue might be a bit complicated. If not, why the tech department needs 72 hours (imagine 3 days without service) in order to give feedback on the problem?
So, for now, let’s wait what Verizon tech support will say about it and what they can do to restore your wife’s service. Again, this is beyond our control.
Verizon Galaxy S5 Can’t Read MP3 Files
Problem: I’ve been having this problem for a while (Galaxy s5 Verizon non rooted). When I get music from YouTube to mp3 or any other source for the matter the stock music player will display an error message saying the file isn’t supported. I check the file and its .mp3. I tried at least 6 other music apps and they read the songs just fine. I love the lollipop music player so I don’t want to change it. Please help me. — Ryan
Troubleshooting: You never mentioned if the stock music app can play non-converted .mp3 files. If it does, then the issue isn’t with the phone or the app but in the conversion of media files to .mp3 format. You also didn’t mention what method or app you’re using to convert YouTube (or whatever your sources are) videos to MP3, so I really can’t provide a specific fix to this problem.
You said, however, that other music players can read those converted files just fine. So, it’s clear that the stock music app can’t decode the files you converted to MP3. I suggest that your try to convert those MP3 files into MP3 files. Yes, you read that right, MP3 to MP3. But this time, try to use the app MP3 Media Converter.
Verizon Galaxy S5 Shows Odd Boxes on Keypad
Problem: Hi, my name is Celina and I’ve recently started having an issue with my Galaxy. When I go to unlock my screen I see odd little white boxes and letters beside the numbers on my keypad which I use to unlock my phone. I would like to know if I could fix this on my own or if I’d have to go get my phone checked for a virus or something of that nature. This recently started happening and if my lock my phone and go to unlock it again more boxes appear and some even are put over the numbers so I can’t see which numbers to press on the keypad to unlock my phone. I’d appreciate it if you could help me. Thank you. — Celina
Troubleshooting: Hi Celina! This is the first time we’ve heard of this issue so it’s not common considering we already addressed almost 1 thousand S5 problems reported by our readers. I was actually hoping you would take a screenshot and attach it to your email for us to have a clear picture of the problem.
There is a possibility an app is causing this. Please boot your phone in safe mode and then try to see if those odd boxes still show up. If not, then you need to find the app that’s causing the problem and uninstall it. Otherwise, it’s a firmware issue and master reset is just the most logical procedure. You may also email us back and provide a screenshot so we can dig into this problem deeper.
UPDATE: I asked a friend of mine who happened to have experienced this problem. He said it’s probably a bug with lollipop. There’s no permanent fix to this problem but just to temporarily address it, wiping the cache partition may work as well as master reset but the problem will definitely come back. After a few days. He himself already did the reset twice and the problem returned. Unless Samsung rolls out an update to fix the bug, this problem will keep coming back. Another workaround is to use Swiftkey as alternative to the stock keyboard.
Refer to the procedures below to wipe cache partition and perform master reset:
Wipe Cache Partition
- Turn off the device.
- Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
- When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
- When the Android System Recovery screen appears, release the Volume Up and Home keys.
- Press the Volume Down key to highlight ‘wipe cache partition.’
- Press the Power key to select.
- When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
- Press the Power key to restart the device.
Master Reset
- Turn off the device.
- Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
- When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
- When the Android System Recovery screen appears, release the Volume Up and Home keys.
- Press the Volume down key several times key to highlight ‘wipe data / factory reset.’
- Press Power button to select.
- Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
- Press Power button to select and start the master reset.
- When the master reset is complete, ‘Reboot system now’ is highlighted.
- Press the Power key to restart the device.
Galaxy S5 Frozen & Stuck on Verizon Logo During Boot Up
Problem: Hi Samsung Team, my Galaxy S5 this morning froze while I was listing to Pandora, when I tried to back out of the app the reaction time was extremely slow. Once the Pandora app closed, all of the additional aps on my home screen disappeared and only displayed my wall paper. The phone froze and turned black, mimicking like it was turned off. My attempt to restart the phone by holding down the power key, resulted in the phone freezing on the Verizon Wireless logo. I took out he battery, and put it back in hoping that would fix the issue, however now the phone just won’t turn on.
Can you please help with this issue? Or at least explain what’s going on? Lastly, I’ve never had problems with this phone until the latest upgrade requirement was installed. Thank you, Curtis.
Troubleshooting: Hi Curtis! First of all, we are not associated with Samsung nor with Verizon but we are always willing to help our readers especially those who emailed us. Now, about your problem, since you specifically mentioned the problem occurred while you were using Pandora, the first thing I want you to do is boot your phone in Safe Mode. Please refer to this guide:
- Turn the device off.
- Press and hold the Power key.
- When ‘Samsung Galaxy S5’ appears on the screen, release the Power key.
- Immediately after releasing the Power key, press and hold the Volume down key.
- Continue to hold the Volume down key until the device finishes restarting.
- Safe mode will display in the bottom left corner of the screen.
- Release the Volume down key when you see Safe Mode.
In safe mode, try to observe your phone’s performance to know if it still freezes. If so, then the problem isn’t with Pandora or any of your apps but with your phone’s firmware. Backup your data and perform full hard reset.
If, however, the phone couldn’t boot in safe mode, try to go into recovery mode and wipe cache partition, then boot into safe mode again. In case the phone performs normally in safe mode, boot in normal mode and find the app that’s causing the problem and uninstall it. Of course, begin your troubleshooting with Pandora.
Cooling Down Icon Popped Up on Verizon Galaxy S5
Problem: Hey there. I have a Verizon Galaxy S5. It recently had an update, so I downloaded it and installed it. About an hour after installing the update, the “cooling down” icon popped up. I did a little research and learned that most people have, recently, had this issue among others happen with the recent Lollipop update. I investigated this thinking I had updated the system to Lollipop, but I hadn’t according to the system software version. It had just reupdated or something to KitKat 4.4.4, which is weird because it already had it. I’ve had the cooling down icon for about 4 hours now and have been having sporadic network connecting and reconnecting notifications. My S5 has downloaded and prompted me to install Lollipop, but I’m refusing to do so until they come up with a stable fix. Any suggestions as to why it did this or how to get the cooling down icon to go away? Thanks. — RZ
Troubleshooting: Hello RZ! Let’s get things straight, you downloaded and tried to install lollipop but it didn’t push through. Then the cooling down icon popped up despite the fact the phone wasn’t overheating nor hot at all, right? So, apparently, the failed update process caused the problem and it seems like some data or cache were corrupted by it. That said, there are two things you can do:
- Wipe the cache partition — this will take care of the problem in case only caches were corrupted. This must be the first thing you should do as it may save you from all the hassle of backing up your data.
- Factory reset — if wiping the cache partition didn’t work, then this is the last resort. However, you will have to make a backup of files or data you don’t want to lose especially ones that were saved in your phone’s internal memory.
If all else fails, send the phone in for repair. I am sure that reflashing the firmware will fix the problem.
Verizon Galaxy S5 Lollipop & Email Problems
Problem: Droid Guy, I’ve had quite a struggle with the new lollipop system. Before getting into it, my phone had zero problems, great battery, ran fast, overall was a great phone. I’d go to bed after 16 hours of moderate to heavy use and it’d be at 50%.
Post Lollipop: It installed on my phone, and the phone became very slow and would overheat and DRAIN the battery while just sitting still. I noticed in particular it would be group texts through the standard Message+ App. I wouldn’t even have to look at them and the phone would drain a solid 10% in 10 minutes (or worse). The overall draining got better as apps updated, but the group message problem still persisted. I’d heard a factory reset would solve several problems and that lollipop should actually have better battery life, so about a month in to the new update, I went for it. Battery Percentage after a 16 hours of use would be around 15% before factory reset.
Post Factory Update: EMAIL PROBLEMS! A brand new problem arose, and this made it worse than before, by a lot. The phone would be consistently warm, and would drain 12% an hour. I noticed it was “Exchange Services” in combination with the Android System draining all the battery. So, reluctantly, I removed my corporate email from my phone, which has contacts, calendar, and email (this had been installed since I’d had the phone with no problems, ever). This fixed the battery drain, but I’d like to be able to have it on my phone. While email installed, phone died after 9 hours. Without, will be around 30% after 16, so still not great, but manageable. The couple other minor problems are receiving pop-up notifications on my wi-fi at work, which did not happen before, but now does post reset. I’ve heard both of these problems before on various forums, but no clear solution.
One more thing I thought of with the email. I noticed in the battery life monitor screen that the phone lists itself as “awake” even when the screen is off while email is installed. When its not installed, the phone will sleep correctly.
Please help! Thanks. — Brian
Troubleshooting: Hey Brian! If what I say next won’t help fix the problem, then I think the firmware needs to be reflashed so that these problems will be solved.
Exchange Services will only run in the background if user sets up a corporate email using the stock email app, which you did. I gotta tell you that it will jump to the top of the power hogs list if it continued syncing without an active internet connection (regardless whether it’s through WiFi or mobile data network). Unlike other background services, Exchange Services will keep trying to pull down data from the servers and the more it does that, the faster it drains the battery not to mention keeping your phone “awake” most of the time. In other words, it’s just the effect of what the real problem is after the factory reset.
The real problem here is represented by the notification that keeps popping up when you’re within range of your company’s WiFi network. You said that the phone never notified you of the availability of a WiFi network when you’re at work before because then, it automatically switches from mobile data (I am assuming that when you’re not at work, you’re using mobile data to have an internet connection). Now, it still does that but the recent lollipop update seems to have messed it all up for you. It made the phone super sensitive as to the strength of signals it receives that is why it frequently switches back and forth (from mobile data to WiFi and vice versa), which may result to interrupted, slow or no internet connectivity at all.
That said, the solution to this problem can be found in the Settings of your phone. Just follow the steps below:
- From the Home screen, tap Apps icon.
- Tap Settings.
- Tap WiFi.
- Make sure the checkbox next to Smart Network Switch is NOT ticked.
I hope this helps!
Verizon Galaxy S5 WiFi Won’t Turn Back On
Problem: My wife has a Verizon Samsung galaxy s5 and today it just disconnected from her WiFi at work. Not only that, but it turned the WiFi off and now will NOT let us turn it back on. I have the same phone and I turned my WiFi off then back on and it worked fine. Her Co worker had the same exact thing happen to him today as well. Won’t connect to our home network, nothing. When you push the switch to on, it just goes straight back to off. Trying you before just going into a Verizon store. — Andy
Related Problem: I have a Verizon S5 since last year and I don’t have an issue in my device. However, the issue started just this week when I updated my phone’s software to lollipop. There’s an instance that the device will automatically restart. It all started just this week and the device will restart several times in a day and I can’t fix it. Help! — Jig
Troubleshooting: Hi Andy! If the WiFi on your wife’s phone was functioning fine earlier in the day and just turned itself off and not allowing her or you to turn it back on, then it must be a glitch. But the thing is, we don’t know if it’s related to hardware or firmware, so we’ll have to rule out the firmware side first.
The first thing I want you to do with the phone is soft reset:
- Make sure the phone is on.
- Remove the back plate and pull the battery out.
- While the battery is out, press and hold the Power key for a minute.
- Place the battery back in and turn the phone on.
- Try to see if you can now turn the WiFi back on.
Just in case the soft reset didn’t fix the problem, try this procedure:
- Turn the device off.
- Press and hold the Power key.
- When ‘Samsung Galaxy S5’ appears on the screen, release the Power key.
- Immediately after releasing the Power key, press and hold the Volume down key.
- Continue to hold the Volume down key until the device finishes restarting.
- Safe mode will display in the bottom left corner of the screen.
- Release the Volume down key when you see Safe Mode.
- Try to turn on the WiFi.
- If it does turn on while in safe mode, keep it on and reboot in normal mode.
- Once the phone has booted up normally, check if WiFi is on and try toggling it on and off to see if the problem is fixed.
If the problem remained after the safe mode procedure, then proceed with the wiping of the cache partition. Based on experience, this procedure often fixes issues like this, so it’s worth a try:
- Turn off the device.
- Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
- When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
- When the Android System Recovery screen appears, release the Volume Up and Home keys.
- Press the Volume Down key to highlight ‘wipe cache partition.’
- Press the Power key to select.
- When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
- Press the Power key to restart the device.
If all else fails, perform full hard reset. I’m sure that will fix the problem but you (or your wife) will have to go through the hassle of backing up every important file or data saved in your phone internal storage.
Calendar Information Lost After Lollipop Update
Problem: I just finished updating my Galaxy S5 on Verizon Wireless with the lollipop update when I open the calendar app that comes with the phone all my information was gone! everything else seems to have updated smoothly can I retrieve my calendar information somehow? Any help is appreciated thank you! — Dana
Troubleshooting: Hi Dana! I am sorry if all your calendar information were lost after the update but this problem is common. If you managed to sync your S Planner with any online calendar services like Google Calendar, then re-syncing it will retrieve all saved data. Otherwise, there’s no way you can recover those as S Planner may have been reset and all its data erased during the update.
Verizon Galaxy S5 Can’t Connect To WiFi After Update
Problem: Hello, my wife has a Samsung Galaxy S5. She said it updated a few weeks ago so i’m assuming it is Lollipop. the problem has starting occurring in the last 3 days. She used to have a good connection on our wifi at home but now it takes literally minutes just to get on. The wifi signal is all the way up o her phone and her ipad connects just fine to the wifi. If she switches to 4g it’s fine but of course that costs money. She has good connection in public wifi but at home she doesn’t. Her ipad connects to wifi, my dad’s tablet connects when he comes over too just fine so i’m assuming it’s not the router however i did reset the router and she did reboot her phone and still the same. We haven’t added anything new. Our internet is working just fine and no computer problems. Only thing running through router is computer, blu ray player, and wireless printer and no problems with any of those either. I just read about “forgetting network” and will have her try that. We want to avoid factory reset if possible. She did clear her internet cache. I also read some stuff about settings in the router that i want to try. I just wanted to know if anyone knew about this problem because apparently a lot of people are having it and a direct fix would be much faster and less frustrating than searching around for a fix. If you know of anything PLEASE email me back on how to fix this because i’m getting hassled everyday about this! Thank you. Sincerely, Keith.
Related Problem: Hi, recently I updated my Galaxy S5’s OS from KitKat to lollipop. Yesterday morning the issue occurs when I tried to connect my device to my home Wi-Fi. I tried several times but my phone won’t connect to the network, and I don’t know what caused the issue. I already removed the battery and placed it back to the device and tried connecting it again to no avail. I’m not a tech-savvy person and I don’t know how to fix this problem. If you can help me fix it that would be great! Thanks! – Steve
Troubleshooting: Hi Keith! Yes, forgetting the network and letting the phone detect and reconnect to it often fixes the problem. Help your wife do that. If, however, that won’t work, proceed with the wiping of the cache partition by booting into recovery mode. Based on your description, it’s not your network that has issues, it’s the phone. But since you said it can connect to other WiFi networks without a problem, then it’s your only network it’s having problems with. Those two procedures will fix the problem.
Multiple Issues With Verizon Galaxy S5 After Update
Problems: Ever since the Lollipop update I have had 3 main issue that has made me want to give up my S5.
1) The numbers and letters on my dialer/lock screen now blurs out white where I can’t see the numbers or letters. I have to restart the phone once a day in order for the lock screen to show correctly.
2) When answering a call on my phone and another call comes in and I click over to answer, once I’m finished with the second call and try to click back over to my original call there is no longer a swap key to click back over.
3) My battery life is horrible.
4) Just noticed something else while sending this email. When I try to select a portion of this email to copy and paste it, the cursor are way at the top but when I hit enter it moves in the section I’m trying to highlight.
(I have already did a manufacturer reset and it did not correct any of these issues)
Thank you, Elenor.
Troubleshooting: Hi Elenor! This is the best example of what they call “bad update.” It means that the update pushed through but some data were corrupted during the process that is why even factory reset can’t fix these issues. We appreciate you contacting us about all these problems but I’m sorry to say there’s nothing much we can do about it. The best thing to do is send the phone in for repair; re-flashing the firmware may fix these problems.
GPS Inaccurate After Lollipop Update
Problem: Hi guys, I have issue with my Galaxy S5 (Verizon) after I updated its software to lollipop. I noticed this certain issue the other day in which, my GPS is inaccurate about my location. I rebooted my phone twice but my GPS still inaccurate. I asked some of my friends about the issue but even them they don’t have an idea how to fix it. Is anyone experiencing issue like this? Please Help! – Andre
Troubleshooting: Hello Andre! This issue is rampant especially after a major firmware update. More often, it occurs because the GPS positioning was not properly set in your device. To set the exact location of the device you can go to Settings > Location > Mode and select High Accuracy.
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