As Google and carriers are slowly rolling out the much awaited Android Marshmallow, other users are evidently overly willing to try out unofficial versions of the software. One such user contacted us as the new OS appears to be causing some headaches when he accesses Google services. This article also addresses some app issues sent to us by other readers. Below are the specific topics discussed here:
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: Unable to login to Galaxy Note 5 due to Factory Reset Protection (FRP)
Bought phone from a friend of a friend. she had done the factory reset but changed her email password as well. not sure why but after reading about the 72 hour lockout i decided to buy the phone anyways thinking time was of the essence. her account credentials never would get me in she even if she sent her husband’s account info just in case they had originally set it up with his. but I believe if that were the case we wouldn’t have had the problem since he didn’t change his password. It has been nearly 2 months and still same screen saying to verify account. Is there any other way contact google or do the flashing thing? thanks in advance. — Angela
Solution: Hi Angela. Samsung phones that runs on Android 5.0 and above has an added security layer called Factory Reset Protection or FRP. This security feature is meant to dissuade unauthorized users to wipe a device via factory reset. A user must enter the correct user name and password of the last registered Google Account in order to unlock the phone.
If the original owner cannot remember the Google account registered on the phone, there’s no easy way for you to skip FRP at this time. As far as we know, Samsung or Google won’t assist users in this case even if they can provide ownership papers.
We discussed this topic for S6 issues before. Try to visit this link and follow the instructions in the video on how to bypass FRP. We don’t know if this loophole is still working but it might give you a break.
Problem #2: Popups to install Samsung Gear VR keeps showing on Galaxy Note 5
I accidentally clicked on a pop-up. Now there’s a virus on my phone, first it started constantly made my phone activate as if was charging when it wasn’t pulled in. Now it keeps trying to install Samsung Gear VR. i don’t have that app for one. It interrupts anything i’m doing on the phone, then freezes it either on a black screen with a little x in the corner that does nothing, or it stays stuck on a screen telling me how to use the VR app, and you can’t do anything to get out. The voice also starts coming on telling instructions for setup. It’s creepy. — Sophia
Solution: Hi Sophia. The best thing that you can do right now is wipe your phone clean by doing a factory reset first. This will ensure that you remove all non-official apps from the device. If you haven’t done this before, just follow these steps:
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 ‘Yes — delete all user data’ 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.
Factory reset will erase all your personal data like photos, videos, contacts, etc. Make sure you back them up before proceeding.
Once you’re done with factory reset, the next must do is to ensure that you don’t re-introduce the source of the virus again. Most viruses on mobiles are transmitted via apps you install. If you have lots of games or other third party apps, make sure that you only install back the trusted ones.
Problem #3: Incorrect time on Galaxy Note 5 Outlook Calendar
Struggling with the Outlook calendar. Some calendar events show up on West coast time – they appear in the correct time slot but when I open them they change to Pacific time. Location services are on and time is set to east coast. it seems random which events are on west coast time. I have replaced the phone twice and replaced the SIM card yesterday. Just got an invite and it appears in the calendar correctly but when I clicked on it, pacific time. Very frustrating. Any suggestions? — Elizabeth
Solution: Hi Elizabeth. The apps on your device follows whatever the system time and date are. The issue must be how your Outlook account/s are set. Make sure to check the date and time settings of your Outlook account/s to fix the problem.
Problem #4: Galaxy Note 5 keyboard issue
Hello.. My keypad has a deadspot intermittently in the same places either on the “A” or “L” on my keypad same line of the keypad. “A” on the left “L” on the right. Just one side is affected at a time & it will stay that way until I restart the phone.. Sometimes if i hit the “A” or “L” button very hard real fast it will work..
Also I am currently using SwiftKey Beta keyboard.. I have not tried the stock keyboard to see if it has the same intermittent “dead key” problem. I was wondering if anyone else has complaints of this.. I have 3 Note 5’s in the house and every one has this problem.. Thanks. — Joseph
Solution: Hi Joseph. You have to isolate first whether this is app related or a hardware issue. Try using another keyboard and see difference. To check if the touch screen is defective, pull up the phone’s service menu by dialing *#0*#. Once you’re in the service menu page, more options will be available for you to try. Go to LCD and check the status of the display.
Problem #5: Galaxy Note 5 with Android Marshmallow won’t update Google Play Services
I have just recently unlocked my phone and put a custom rom that has 6.0.1 and it did not come with any gapps. I have downloaded the Google apps so I could use the services. Every time I download that gapps to the phone it always come up with the “Unfortunately, Google Play Services has stopped” error. It only happens when I update the Google Play Services. I’ve disabled services, I’ve install and re install. It works but when I update it, the errors pops up again. I’ve signed out of the Google account but, when I try to sign back in through a app like gmail it forces me to update. Then those errors keep popping up after durin setup. I have installed 2 ROM and they both did the same thing. Is it the ROM or the gapps that I downloaded. Also the only gapp I downloaded was play store. — Andrew
Solution: Hi Andrew. It’s highly likely that the error is caused by the newly installed Android Marshmallow. We’ve seen similar issues before with other devices that are flashed with newly released Android version via an unofficial method. What this means is that Google servers may not be able to authenticate your model properly at this time yet. We need more information from your issue though to be sure. A good thing to do right now is to simply reflash Android Lollipop to avoid complications. If you know how to contact the developers who released the custom ROM, try to let them know about your issue so they can tweak some codes to get it right.
Problem #6: Galaxy Note 5 won’t ring when accessed via Android Device Manager
I just recently downloaded the Android Device Manager. From my tablet, I try to ring my phone and it doesn’t ring. It shows the device manager app and says phone been located on my status bar on my cell. So why isn’t it ringing?
Another question, why haven’t Verizon rolled out the update for the 5.1.1? Whenever Verizon get around to giving the update to the Note 5, should I do it? All of the other phones have receive this update except for the Note 5. — Neka
Solution: Hi Neka. Android Device Manager is a Google product and they are in the best position your question why the phone doesn’t ring when you try to contact it. You can send them a feedback about this by clicking on the gear-looking icon on the upper right hand side of this page.
Regarding your second query, the answer should be answered by Verizon itself and not us. We don’t know their schedules for update rollouts but you can always call them for details. In general, updates are intended to improve things so if an update will finally be pushed to your Note 5, make sure to install it immediately.
Problem #7: How to access Yahoo Mail app temp folder on Galaxy Note 5
I use Yahoo Mail on my phone and this is the 3rd time that I was in the process of extensive email when my phone died immediately after the low battery notification chimed. I know it has battery issues and that isn’t my question. My problem is when it died the email I was writing was not saved as a draft. When I charged the battery and turned phone back on, and touched to see active apps, my message was displayed in the window of the Yahoo app. When I touched it to switch to the active app, my inbox popped up instead of the email I was writing. I want to know if there is any way to open and view the system temp files to find the lost email. This one was very long and very important and I don’t want to have to try to write it again. And since this has occurred at least 3 other times, I would like to know for future reference as well. Thanks! — Stacey
Solution: Hi Stacey. If you want to access a normally inaccessible folder on your device, you have to go through rooting your phone. Once the phone is rooted, use a file explorer app to look for the Yahoo Mail app cache.
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