Troubleshooting Samsung Galaxy email issues



email issue

We have collected some of the email issues on select #Samsung devices (#GalaxyNote5, #GalaxyS6, #GalaxyS6Edge) so we can share their solutions to our community. Below are the specific issues mentioned here today:

  1. Galaxy Note 5 not receiving emails
  2. “Please use a valid email address” error when trying to login to a site
  3. Gmail won’t download emails and won’t install update
  4. Cursor jumps to Gmail address bar or bottom part of page when composing email
  5. Persistent notifications from different apps
  6. Native email app on Galaxy S6 not syncing emails
  7. Jerky cursor when typing something on a Galaxy Note 5

If you are looking for solutions to your own #Android issue, you can contact us by using the link provided at the bottom of this page.


Problem #1: Galaxy Note 5 not receiving emails

I bought this device just over a month ago. I have set up a number of email accounts in it which were working properly until Dec 29, 2015. Thereafter I am not able to see any of my email messages. I have tried deleting and re-setting the email accounts again but nothing is being retrieved from the server. I am able to see the emails only on my computer and not on the smartphone (Note 5). I don’t know whether the device is defective or this is a set up problem.

Please advise. — David

Solution: Hi David. Make sure that the email accounts setup on your computer are configured to user IMAP instead of POP. The same setup should be true to your email accounts on the Note 5. POP is an email download process protocol that only lets a copy of an email be stored in a single device. So if you set up your email accounts in your PC as POP and IMAP on the Note 5, it’s possible that the PC downloads the emails first. Once that happens, the remote server then automatically stops sending a copy of your emails to your Note 5.

Remember, if you plan on accessing your emails on at least two devices, make sure to user IMAP.

Problem #2: “Please use a valid email address” error when trying to login to a site

There are times when I am trying to fill out a form where my email is involved and I get an error message saying “please use a valid email address”  or “email not valid”. And I cannot complete the form. Sometimes it happens when I am logging in to a shopping site or even to access my account with Princess Cruise line. I took screen shots but don’t know how to attach them here. I’ve cleared the cache, history, restarted the phone. I really wanted to know if you have seen this problem before (tech support at Verizon and Google tried to troubleshoot without success and had never heard of it), or if it’s their website and not my phone?

It happened with my Note 2 as well. On my PC, I have no problem getting in to these same sites with my email address and password. I think I am going cuckoo whenever this happens. Not sure I was believed during my prior trouble shooting efforts. I can send my screen shots if you let me know how to do it. Thanks! — Janice

Solution: Hi Janice. It should would have helped us a lot if you were able to send a screenshot of the situation. Anyway, assuming that you are typing the correct email in full format like, [email protected], yours is definitely one of a kind. We haven’t heard of this problem either so this must be an isolated issue on your device. If the issue happens on at least 2 sites, try using another mobile browser like Google Chrome or Mozilla Firefox for Android. It may be a browser problem only. You can, of course, also do a full master reset to ensure that there is no firmware-level bug behind the issue. To do that, just follow these steps:

  • Turn off the Galaxy device completely.
  • Press and hold the Volume Up and the Home keys together, then press and hold the Power key.
  • When the phone vibrates, release both the Home and Power keys but continue holding the Volume Up key.
  • When the Android System Recovery shows on the screen, release the Vol Up key.
  • Using the Volume Down key, highlight ‘wipe data / factory reset’ and press the Power key to select it.
  • Now highlight ‘Yes — delete all user data’ using the Volume Down key and press the Power key to begin the reset.
  • When the master reset is complete, highlight ‘Reboot system now’ and hit the Power key.
  • The phone will restart but it will be longer than usual. When it reaches the Home screen, then begin your setup.

Problem #3: Gmail won’t download emails and won’t install update

I have been having problems all week with both Gmail and Google Play not working. Today I went to my Google Play account and noticed that I had a credit card in there that was no longer good so I replaced it with my current card. That at least allowed me to get into Google Play on my phone and apps started to update. Now I can’t get into email. It started from the beginning as if I just purchased my phone. Then it told me it wanted to verify who I was and send a text message which it did but there was nowhere to put the verification code in. I tried downloading Google Inbox because that has worked in the past when Gmail didn’t but when I try to install it just spins. I just went back in my phone and it looks as if we are back at square one, can’t even get Google Play to work. This makes me nuts! Can you help? Thanks for your time. — Lorrie

Solution: Hi Lorrie. The best thing that you can do to fix the mess is to actually start over. Start by creating a backup of everything of value (photos, videos, contacts, etc.), then simply perform a factory reset. After a factory reset, your phone should ask you to set up a Google account again. Make sure you have everything updated to prevent the issue from coming back. Doing a factory reset will ensure that the email client is reset to its default settings. That way, you can access your emails again just like before.

Problem #4: Cursor jumps to Gmail address bar or bottom part of page when composing email

I have 2 issues:

I have no way to put someone on hold while on a call. Recently moved from a  HTC one M8, this was never an issue. now, when i have an incoming call the message on the call screen is something like ‘to answer this call the current call will end’. I have gone through all types of settings ETC and no joy. On the call screen…There is no menu section to do anything at all regarding another call.

My second issue is related to the Gmail app. On all my devices…while writing a Gmail, the cursor will often ‘jump’ back to the ‘address’ section…or will ‘jump’ to the bottom of the email ‘footer’.  Please help!  Kind regards. — Tim

Solution: Hi Tim. The first issue should be answered by your wireless carrier. It may be a firmware bug they haven’t noticed, or a network problem that we have no control over with. Make sure to call them and let them know about it as soon as possible.

The second issue may be a simple cache problem on your Gmail app. Try to delete the app’s cache to see the difference. Here’s how it’s done:

  • Go to Settings.
  • Proceed to Applications.
  • Select Manage Applications.
  • Tap the All tab.
  • Look for the Gmail app and tap it.
  • From there, you will see the Clear Cache button.

Problem #5: Persistent notifications from different apps

I have a Samsung Galaxy S6 SM-G920F Factory Unlocked Cellphone, International Version. Even though I change my notification settings in my different apps (example email, Messenger, Facebook, WhatsApp), no matter what notification sound or setting I choose, the default notification settings keeps playing. I’ve configured the notification sound and settings in both the specific app and in the phone settings. i.e: I’ve set my phone so that when I receive an email no ringtone plays nor does the phone vibrate. However when I receive an email it vibrates and plays the default ringtone. I’ve tried changing ringtones directly in the email adjustments, however it continues to play the default ringtone instead of the ringtone I’ve chosen for my email notifications. This happens with all of the apps I’ve tried.

This is a brand new phone, I have installed all the software updates that were prompted (Lollipop 5.1.1) and I haven’t installed any 3rd party apps. — Simon

Solution: Hi Simon. Android Lollipop’s notifications scheme is a bit complicated for new Android users. It now employs a few ways to tweak how you receive notifications based on importance. You can, for example, setup certain apps to continue giving your auditory or vibrate notifications called priority interruptions even if you have already nominated everything else to be muted. Make sure that the apps you mentioned here are not included in your priority interruptions. To do that, simply head over to Settings> Sound & notification>Interruptions. Under Interruptions, you have three choices: Always interrupt, Allow only priority interruptions, and Don’t interrupt. Make sure you configured everything here to fix your problem.

Android Lollipop also empowers you to block an app entirely from giving notifications. Just go to Settings>Sound & notification>App notifications. Once you’re in that page, tap on adjust notification settings for a particular app and toggle the Block slider to the On position.

Problem #6: Native email app on Galaxy S6 not syncing emails

Default S6 email set up using IMAP. Initial set up works then shortly after (couple hours), even with manual refreshing, I do not receive any new emails. I set up another email account using the email info yet under the Gmail email icon and it works properly there, just not with the default email. Hope this makes sense as I am not sure how else to describe it. I have removed and set up 3 separate times and get the same issue. I want to use the normal email app and not the Gmail app to read emails from this account. uggggg please help. — Richard

Solution: Hi Richard. Make sure that the master sync button in enabled. You can do so by pulling down the notification bar, tapping on Edit, and selecting the Sync button.

Of course, you have to make sure as well that the Sync account option under the normal email app’s Settings section is enabled.

Problem #7: Jerky cursor when typing something on a Galaxy Note 5

When i am typing (usually emails but not always), the text will jump around and start putting each character on a previous location, inserting what I  type into the middle of a word. I can see no pattern of where it jumps to…number of characters or lines back.  My daughter insists I must be hitting something on the keyboard but I  can’t  see how.

I am 74 years old, worked as a main-frame programmer from 1969 to 1996 with lots of writing of documentation and systems analysis; most other jobs were secretarial or clerical — I know how to type. I never had this problem on my Note 2. — Margie

Solution: Hi Margie. Your issue may be similar to Tim’s above. Make sure that you clear the cache of whatever app you’re using. You can also try to wipe your Note 5’s cache partition to ensure that the caches of your apps are up-to-date. Here are the steps to do that:

  • Turn off your Samsung Galaxy Note 5 completely.
  • Press and hold the Volume Up and the Home buttons first, and then press and hold the Power key.
  • Keep the three buttons pressed and when ‘Samsung Galaxy Note5’ shows, release the Power key but continue holding the other two.
  • Once the Android logo shows, release both the Volume Up and Home buttons.
  • The notice ‘Installing system update’ will show on the screen for 30 to 60 seconds before the Android system recovery screen is shown with its options.
  • Use the Volume Down key to highlight the option ‘wipe cache partition’ and press the Power key to select it.
  • When the process is complete, use the Volume Down key to highlight the option ‘Reboot system now’ and hit the Power key to restart the phone.
  • The reboot may take a little longer to complete but don’t worry and wait for the device to become active.


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

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