Welcome to the 18th part of our Samsung Galaxy Note 3 Problems and Solutions series. In this segment, we addressed 10 common problems sent to us through email by our readers. Posts like this is our way of responding to thousands of emails we receive each day asking for help. We prefer to publish our responses through posts to make them public and that other users who may have the same problem could easily get help.
There are very few of us who offer this kind of free service online and we are serious in what we do. That’s why we setup an email for you to use and reach to us regarding your problems. You may contact us via email@example.com but we urge you to provide as much details as possible. I don’t care how long your messages could be as long as you make things clearer to us. Remember, it’s difficult to troubleshoot a problem especially if there’s no way to check on it physically. In other words, we depend on what you say the problem or the cause is so take time to describe everything to us.
AT&T Note 3 not connecting to mobile data after update to KitKat
Q: Hello Droid guy, I have an AT&T Galaxy Note 3 and it seems unable to connect to my data network. Wi-Fi works great so I don’t think there’s a problem with the phone. I’m yet to enjoy my data connection. I’m always on the go so using mobile data is a big plus for me. What do you think is the problem? — Rob
A: Hi Rob. There are a few factors to consider when dealing with mobile connectivity but the most common cause of this issue, assuming that your phone is fully functional, is wrong APN settings. Access Point Name or APN is a setting on a phone that identifies a network your device can connect to for data such as 4G or 3G. If your phone is not properly configured to use the correct APN, it can also cause intermittent or total data blackout.
Below are the instructions on how to set-up your AT&T APN settings. Since you did not mention what type of network you are trying to connect here, I have included the settings for all of them. They can also be used for APN settings of other devices like Android phones, iPhones, iPads, and Windows Phone devices.
Q: Love your articles I’ve been an avid fan… My issue GPS not working off by miles…Today I was in Pasadena I got lost and got even more lost when I used my GPS navigation… At one point it was off by 10. plus.. Miles I see articles were people say GPS with Samsung Note 3 is an issue another say no issue so what is the truth did Samsung drop the ball on GPS I’m really beginning to think so.
A: Hi. Based on my research around the web, only AT&T Note 3s have problems with their GPS ever since it was released. I’m assuming that you are an AT&T subscriber and I’ll treat this case as one. If you are not, then do not proceed with the resolutions steps below. Contact your carrier or get a replacement device instead.
Now, to start with the troubleshooting steps, you must remember that these steps cannot guarantee a 100% fix but so far, this is the best fix there is because AT&T has not released any update for this glitch.
#1. Factory reset. Make sure that you back up your files before proceeding. This step is a must before you proceed with the suggested root fix.
Go to your app drawer
Find the settings icon and tap on it
Scroll down to General tab and tap on it.
Select Backup and reset
Tap on factory data reset
Read the warnings and then tap on reset device.
Choose Delete All. This will then reset your phone and restart it.
You phone is now reset. You will have to reset it and input the Google account you used to set it up the first time to retrieve all your data from before. Follow the steps set up by the app you used to back up your data, if you also did this.
#2. Install GPS Test App from Google Play on the stock operating system to test your GPS functionality.
#3. If factory reset will not work, you please follow the directions below:
Copy the files in the zip to the corresponding location.
Change the permission of the files to rw-r–r–
Make sure if the owner of the files is root
So far, this is the most effective troubleshooting fix for this ongoing GPS problem. Let us know if it still doesn’t fix it.
Getting “Index Service has stopped” on Note 3
Q: Hello, I hope you can help me fix this annoying problem. My Note keeps on popping up “Index Service has stopped” message. While I can click it away at first, it has recently started to get into my nerves as it keeps on popping out now regardless of what I do with my phone. I have also noticed that my phone has started to freeze and I believe the two are related. – Ryan
A: Hi Ryan. This error is an indicator that your device is having trouble indexing files, especially when you have a big MicroSD card full of videos or photos inserted. This can also be caused by a single corrupt file. Finding this one particular file in your phone folders can be a daunting task though so let’s follow the solutions below for a fix:
Shut down your device and unplug the MicroSD card.
Make sure to copy all your files on your computer.
Re-insert the MicroSD card and turn the Note 3 back on.
Go to Settings > Storage > Format SD card.
From there, you should have the option to create copies of files back from the computer to your phone. Ensure that the MicroSD card is empty or formatted before you do this. You may want to copy files in small batches so you can easily identify the culprit if your phone detects incompatible or corrupt files.
My GN3 is overheating
Q: I have noticed that my Note 3 has started to freeze after using it for a few minutes then eventually crash. It also gets abnormally hot when this happens. Is it possible that it’s overheating? — Naomi
A: Hi Naomi. Yes it is possible that your Note 3 is overheating. The freezing thing that you observed is a symptom of an overheating problem. Samsung has packed tons of technology to such slim body of smartphone that there’s a chance that the hardware may not be able to cope with the generated heat from components. While it can be expected that your device may overheat if you play a graphics-heavy shooter game for two hours straight, it’s totally not normal for it to overheat or uncomfortably hot when used only for light duties like browsing. To add, overheating can also deplete a battery charge faster.
Here are some potential fixes for overheating:
Reboot your device, leaving a few seconds of cooldown before you turn it back on.
Shut it down, remove the battery and the SD card. There have been some documented cases wherein SD cards are also retaining heat after the battery has been taken out.
Uninstall unnecessary apps. At times, rogue apps can cause the processor to run faster than normal, thus generating more heat and draining the battery faster. You may want to identify the culprit by uninstalling potential apps one by one.
If any of the above steps work, get a replacement one from the retailer, or contact Samsung to get it fixed or replaced.
Note 3 Wi-Fi glitch
Q: I only recently operated a Wi-Fi at home so it’s my first time to connect my Note 3 to it. I find it weird though that it refuses to connect despite the fact that my laptop and iPad are connecting just fine. Am I missing something? I’m positive I have the correct network name and password. — Lad
A: There are documented cases that some customers are finding their Samsung Galaxy Note 3 are unable to connect to Wi-Fi, or that when it connects the connection is intermittent. There can a number of factors at play here but you can try the steps below. Be sure to turn off mobile data before attempting to connect to your home network.
Check Settings – Wi-Fi, then tap Menu – Advanced. Uncheck Auto Network switch. If this doesn’t fix it, proceed to the next step.
Reboot both your modem/router and Note 3 for 1 minute, then turn the router back on first then your device.
Go to Settings, then Wi-Fi and long press on the problem connection. Select Forget, then try to connect to your network again.
Download Wi-Fi Analyzer app from Google Play to check if your device is encountering difficulty using a certain channel. If that’s the case, change the channel in your router accordingly.
Check your router’s firmware version. Make sure it’s up to date and that MAC filtering is off or properly configured.
If you can connect but having dropping connection issue, try to disable Wi-Fi Direct and Wi-Fi Direct Share by going to Settings, then Applications manager under the All tab.
“Prevention information” error on Note 3
Q: I recently updated Note 3, but now it’s giving “prevention information” message on top. It is then followed by “An application has been forced to stop for an unauthorized attempt to access system in your device. It may be safe to delete an application obtained from an unauthorized route. Check now?” This is irritating. It doesn’t go away Please help. — Joanne
A: Hi Joanne. Did you download new apps prior to getting this error? If you did, it might be caused by that particular app so please uninstall it. If nothing was changed other than the update you mentioned, this might be a bug and not a security at all.
Follow the workarounds below and see if they work:
Press and hold the message on the screen so App info. This will allow you to go to Know Notification Manager. From there, you can clear the cache and data. Make sure that Unknown sources under Settings – General – Security is not selected.
You may want to disable Knox and its notification by rooting your Note 3. Remember though that Knox is designed as a security app and disabling it means that you will stop enjoying its supposed security functions.
Update your phone over the air if possible. If it’s not updated, check Settings – About phone – Software update.
Random reboot on Note 3
Q: Hi Droidguy. I love my Note 3 and I’ve been using it for 6 months now. Recently, I noticed that it restarts on its own, even when I’m using it or playing with it. I don’t know what’ s causing it or what to do to let is stop. I’ve tried uninstalling some apps but it looks that’s not the problem. What do I need to do now?
A: A device doing a boot loop is one of the common issues we’ve heard about Galaxy Note 3. Although it’s not that prevalent, you are probably one of the unfortunate ones to encounter it. There is no explanation from Samsung or any carrier what can trigger this behavior in a device but thankfully, it can be fixed. Sometimes, boot loop can also be caused by too many apps running at the same time, overwhelming the memory and system in the process. You can try the fixes suggested below but should the problem continue, we would recommend that you contact Samsung or retailer for a replacement.
In the meantime, you can try the following:
Remove the battery and the SD card.
Put the battery back in and turn on the device.
Try Menu – Settings – Wi-Fi – Menu – Advanced and uncheck Always allow scanning.
Now you should be able to turn the device off and reinsert the SD card.
Boot it up and your problem might be gone.
Reformatting the SD card may also help in this situation. Start be going to Settings – Storage – Format SD card. Do not forget to backup your data first before you do this step.
Finally, do a factory reset. This should be the last step that you can do on your end. Just like formatting the SD card, this step will erase everything so remember to make copies of your settings and data first.
Note 3 not receiving emails
Q: I always wonder if I always need to press the refresh button on my email app to get fresh emails. I’m a new Android user and this is my first time using Note 3. There must an automated way to get emails apart from me tapping refresh every time I check my emails. Can you tell me what to do? — Steph
A: Hi Steph. You’re right. Manually refreshing an email client or app should be a thing of the past, especially if you’re using the latest generation smartphones. To resolve your issue, kindly go over the resolution steps we’ve provided:
Check if Sync option is toggled on under Quick settings by pulling down the notification bar and tapping the expand icon on the top right corner.
Ensure that Power saving is off under Quick settings.
Pull up your email app and tap Menu - Settings – Account settings – More settings. You can set the settings to your liking here.
We recommend that you simply delete the account and reconfigure your email app so it gets new details. You can do this by going to Menu – Settings – General – Accounts – Email – Remove account
Clear cache partition by turning off the Note 3 first. After that, remove the battery then reinsert it. Long press Volume up and Home buttons, then hold Power. Your device will vibrate and once it’s finished, release Power so you see the recovery menu. Pressing the Volume and Power buttons will select wipe cache partition.
Calls are being dropped when using Note 3
Q: I’ve been using Samsung Galaxy S3 for about 2 years in my area and I can’t remember an instance that a call got dropped. I’d say my carrier’s signal strength is above average and very reliable. But NOT anymore when I use my Note 3 though. Calls are now getting disconnected a few seconds after I answer them and it gotta be the device because my old S3 still does the job perfectly on the same location. I also noticed that the signal on my Note 3 suddenly drops to zero while my S3 maintains it. Any ideas how to deal with this? — Rhey
A: Hi Rhey. We need to narrow down the symptoms here so as to know what’s causing the issue. We suggest that rule out third-party apps first by booting your phone in safe mode. To do this, turn your phone off and press and hold the Power button at the instant the Samsung logo appears. Then press and hold the Volume down button until the lock appears on the screen. If it’s successful, you’re see “safe mode” at the lower corner of the screen. Try getting a call in this mode so you’ll know if an app is the culprit. You’ll if this is the case because your calls will all come through without any problems. A factory reset should resolve this problem.
If it’s not an app issue, it must be a hardware problem. Contact the retailer or your carrier and get it fixed.
Samsung Galaxy Note 3 getting out of service error
Q: Hello, I have this problem lately where sometimes I’m out of service and sometimes not .. I don’t know of the problem is from the phone or the SIM card the problem started after I did factory rest … because I wasn’t able to update to 4.4 kitkat. I want to mention that my SIM card wasn’t a micro SIM but I went to a place to cut it when I brought my phone 4 months ago (but the problem didn’t start until I did a factory rest. Thanks in advance. – Basel
A: Hi Basel. You got an interesting problem here. Most of the time, doing factory reset resolves software issues but in your case it looks like it was the cause.
It would have also helped a lot if you provided the exact error you’re getting but for troubleshooting’s sake, I believe that you are basically encountering an unstable data connection issue. We’ve heard some people encountering the “Your Internet connection is unstable” error so I’ll take your issue as the same.
Assuming that your phone is working, you can try some connectivity troubleshooting first to see if this can be resolved without getting it repaired or replaced. Network connectivity problem like the one you have here can be caused by a few factors such as incorrect APN (Access Point Name), low signal in the area, poor network connection, provisioning problems, or network outage.
Please try these resolution steps:
Make sure you see at least 2 bars of signal. If it’s less than 2 bars, you will not be able to connect properly to access the Internet. Move around, especially if you are indoors until you see more than 2 bars.
Turn Wi-Fi and Airplane Mode off. If you aren’t near a Wi-Fi network it can cause the phone to try to connect to Wi-Fi if it’s still on and therefore display error messages. Ensure that the Airplane Mode check box is not checked.
Go to Settings->Wireless & Network.
Select Airplane Mode (Enable it)
Go back to Settings and select Application Manager or Apps -> ALL (swipe to the right to select ALL)
Select Google Services Framework.
Select Clear data.
Shutdown your phone and turn it back on.
Go back to Settings->Wireless & Network and disable Airplane Mode (uncheck it)
Powercycle the unit by removing and reinserting the battery.
If the above steps won’t help, try checking the network mode and manually changing the current mode to another available one. This depends on your carrier’s coverage so you may see network modes like LTE/WCDMA/GSM.
Have you tried inserting your SIM to another phone to replicate the problem? I understand that you only noticed the problem after a factory reset but there is still that chance that the problem can be the SIM card still.
Finally, I don’t think it hurts if you call your Internet Service Provider to solicit their help regarding this matter. Hope this helps.
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