Welcome to the 62nd part in our series of troubleshooting articles dedicated to the Samsung Galaxy Note 3. If you are reading this then you probably own this particular model and you may have already updated the software of your phone to Android Lollipop. While the update went generally smooth for most owners of this model, some faced a couple of issues.
In this latest instalment of the series we will tackle some of the latest issues our readers are facing with the device whether it is still running on KitKat or the latest Lollipop.
If you own a Galaxy Note 3 or any other Android device for that matter then feel free to send us an email at mailbag@thedroidguy.com. We will be more than happy to assist you with any concern that you may have with your device. This is a free service we are offering with no strings attached. We however ask that when you do send us an email ty to be as detailed as possible so that an accurate assessment can be made and the correct solution can be given.
If you would like to browse the previous parts in this series then check out this link.
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Note 3 Power Button Defect
Problem: Hi, A friend asked if would flash a custom ROM to his galaxy note 3, among a few other things. The first thing Ive noticed is it doesn’t respond to the power on button. It does charge, with the green LED light working as well. It is recognized by my laptop as well, even in device manager. I dont know if already having Koushs ADB drivers and Kies already installed helps that issue, but it is seeing the device regardless. I dont have much time for searching the internet at the moment and now have to help with this as well, so I thought I would ask if you knew the best / most efficient ways to troubleshoot the power button issue, that will result in a definitive conclusion to whether or not that is the issue. I am sure I would be able to find this information somewhere. If it was my device, I wouldn’t be concerned with grasping at straws, but being it isn’t and he does need this fixed soon, I would not feel comfortable doing anything that may be risky or costly, without examining a hundred angles, first. I would appreciate any information on resolving this issue, even if it’s just a link to the correct solution! Also, seeing as how I would be repairing this issue as well, if the first hurdle was cleared, any info on that wouldn’t go to waste…I can deal with that when I get to it, though. Thank you so much.
Solution: Can you enter the Recovery mode or Safe mode of the phone? This requires pressing the power button. If you can’t then this is most likely a hardware related issue. Before flashing a custom ROM I suggest resolving the power button issue first by bringing the phone to an authorized service center for further checking.
Note 3 Not Connecting To Wi-Fi
Problem: Hello, Within the last week my phone suddenly won’t connect to any wifi. A message appears saying “ap currently not in use.” I have got round this issue at home by manually inputting the ip address but when I am out and about and able to pick up free wifi I am not able to so this. Please help as I need to be able to access the wifi during the day. Thank you in advance.
Solution: This error message usually occurs when there is an issue with the Wi-Fi signal. Try rebooting your router and see if this helps. You may also want to check on the router encryption method used. If it is using WEP then change it to WPA.
On the phone side you should forget the Wi-Fi networks stored in your phone. Reboot your phone then scan for your home Wi-Fi again and connect to it. Make sure that you know the correct password.
You should also ensure that the date and time of your phone are correct. An incorrect time or date may cause problems while connecting to the Wi-Fi network. Go to Settings> Date & Time menu, and make sure “Automatic Date & Time” and “Automatic Time Zone” are checked.
If the issue persists then start your phone in Safe Mode.
Power off the device.
Press and hold the Power key for one or two seconds to turn on the device.
When the Samsung logo displays press and hold the Volume down key until the lock screen displays.
When the Lock screen is displayed Safe mode is displayed in the lower-left corner of the screen.
Try connecting to your Wi-Fi network. If you can then a third party app installed in your phone may be causing the problem. Find out what that app is and uninstall it.
Note 3 Language Changed To Chinese
Problem: Hi, I’m hoping you can help. I have the Samsung galaxy note 3 16gb version (Hong Kong model) running on stock Android 4.4.2. Last night my battery died when I was out. I got home and charged the phone and the language had been changed to Chinese. The problem that is occurring is that after changing the language to English (uk) there are still some things that are in Chinese. I have gone through all the language settings and even all the keyboard settings to ensure that they are in English.
Solution: This may just be a glitch in the software. Try rebooting your phone first and see if this resolves the issue.
If the issue persists then back up your phone data then perform a factory reset.
Turn off the device.
Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key.
When ‘GALAXY Note 3′ appears on the screen, 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 data / factory reset.’
Press Power button to select.
Press the Volume down key to highlight ‘delete all user data.’
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 turn the restart the device.
Note 3 Volume Turns Down On Its Own
Problem: Hello, I bought my Galaxy Note 3 just over a year ago now. I’ve always wanted one and was stoked to get it. Great phone in my useage blah blah blah. My problem however, is a very recent thing. I was listening to a youtube video, on my phone, with the headphones I pilfered from my wife’s S5 and the volume turned down. I figured “ok… it’s an app thing.” Since then unfortunately it’s been a constant issue with google play music as well. Only with these headphones. So i thought again, “ok… their garbage.” But then it happened while paired with a buddy’s bluetooth speaker. Sorry for being so long winded.
Solution: Try to determine first if this issue is caused by a third party app installed in your phone by starting your phone in Safe Mode.
Power off the device.
Press and hold the Power key for one or two seconds to turn on the device.
When the Samsung logo displays press and hold the Volume down key until the lock screen displays.
When the Lock screen is displayed Safe mode is displayed in the lower-left corner of the screen.
Once in Safe Mode play music through the headphones and through a Bluetooth speaker. If the volume does not turn down then an app may be causing this issue. Find out what that app is and uninstall it.
If the volume still turns down even in Safe Mode then I suggest doing a factory reset. Make sure to back up your phone data before proceeding.
Turn off the device.
Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key.
When ‘GALAXY Note 3′ appears on the screen, 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 data / factory reset.’
Press Power button to select.
Press the Volume down key to highlight ‘delete all user data.’
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 turn the restart the device.
Note 3 Facebook Video Processing
Problem: Hi, I took a 45 second video and posted onto my Facebook. For 2 days it still says “Processing Video. We’ll notify you when it is ready to view” How do I cancel the uploading? Cheers
Solution: Try exiting out of the app (if you can’t then just turn off your phone then turn it back on). If you still get the same message when you open the Facebook app then turn off your phone then turn it back on and clear the cache of the Facebook app.
From the home screen, tap the Apps icon.
Tap Settings.
On the More tab, tap Application manager.
Tap the All tab.
Scroll to and tap the Facebook application.
Tap Clear cache.
The application cache is now cleared.
Note 3 Not Receiving Text Messages
Problem: Hi i have been having the note 3 for a year and some months now. I recently had it traded in for a refurbished note 3 to resolve past problems. But i have been using the refurbished phone for about a month now and recently this past week i haven’t been receiving some text messages. (I would receive some but not all) and also some of the people i text have i phones would that be a problem. If not, what is wrong with my phone?
Solution: The first thing that you need to do when you are not getting text messages is to reboot your phone. This resets and refreshes the connection of your phone to the network.
You should also make sure that you are in an area where reception is good. You may not receive text messages if the signal is low or none existent.
Note 3 Stylus / Auto Rotate Issues After Lollipop Update
Problem: When I remove the stylus from its holder, the air command window opens up correctly. However, once I close the window I cannot open it again unless I replace the stylus and remove it again. Pressing the stylus button does nothing. I don’t use the s-pen very often, so I only just noticed this, and decided to write you after seeing a question about the pen this week. The auto-rotation function seems to stop working after playing videos, either movies on my phone or online. Rebooting takes care of it, or sometimes just toggling the autorotate setting will fix the problem. Annoying, but at least there’s a workaround! Would be nice to have a real fix. I’ve cleaned the cache, pulled the battery and sim card, uninstalled questionable apps. I’d like to avoid a factory reset, but suspect I’m running out of options.
Solution: I’m afraid that your best option is to do a factory reset. You may try to use another S Pen to check if the one that you are using s faulty however this is a long shot. Since this issue occurred right after getting the Lollipop update then this is most likely caused by data from the previous software version that has not been completely removed. The only way to get rid of this old data is to do a factory reset. Just make sure to back up your phone data before proceeding.
Turn off the device.
Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key.
When ‘GALAXY Note 3′ appears on the screen, 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 data / factory reset.’
Press Power button to select.
Press the Volume down key to highlight ‘delete all user data.’
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 turn the restart the device.
Note 3 Call Options Freeze While On A Call After Lollipop Update
Problem: Good day, I use a Exynos version of Samsung Galaxy Note 3 Model – N900 if I am not wrong. I updated the android version to Lollipop day before yesterday since then while I receive a call I am not able to attend or cut the call (this happens most of the time) and sometimes after I attend the call I will not be able to click or press any keys on the screen for instant …After I am done with the caller I need to press the end call buttons but it won’t respond only the call gets cancelled if the caller hangs up. Please let me know if you can help me with this issue.. As I couldn’t find any other information regarding the same. Looking forward your reply.
Solution: Try doing a factory reset as this usually resolves any issue that you may encounter after upgrading the phone software. Make sure to back up your phone data before performing this procedure.
Turn off the device.
Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key.
When ‘GALAXY Note 3′ appears on the screen, 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 data / factory reset.’
Press Power button to select.
Press the Volume down key to highlight ‘delete all user data.’
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 turn the restart the device.
Note 3 S Pen Not Working
Problem: Hi, I have encounter some problem with my Note 3, the S Pen is not working. The S-Pen detachment notification does not works when it is taken out. I have made sure the S-Pen features are enabled under the settings. Tried enable/disable as well. I even tried to replace the S-Pen tips and did a factory reset on my phone but the S-Pen is still not working. Please help 
Solution: If you have access to another S Pen then try using it in your phone. You can also try using your S Pen in another Note 3 device to see if it works. If the other S Pen does not work in your phone then this may already be a hardware related problem. I suggest you bring your phone to an authorized service center for checking.
Note 3 Speaker/ Earpiece Issues
Problem: You would think by now you would have covered every issue possible but I did not see this one I have with my now “spare” Note 3. Here is problem: I boot my phone up and can hear all the music and noise. I go to make a phone call and neither the receiver of the caller or I can hear each other. I plug in my headset and it lets me know its connected but still no conversation either way. I connect blue tooth and we are in business with no problems. When the phone is earpiece, speaker or headphone ( and there is no noise either way) if the phone is hung up by the receiver then my note 3 reboots. If I try to adjust the volume during call the same thing happens- hangs up and reboots. I have tried resetting/ deleting all data; removed SD Card; replace headphone/ speaker unit; disconnecting and reconnecting all motherboard connections; and done a lot of praying and cussin. I saw an article on checking the two capacitors, re-soldering the speaker connection and a lot of that type of stuff but that’s over my head and I am wondering if there is anything I am missing to try or is it time to have a real tech check it out (Verizon tech didn’t figure out anything).
Something more for help with your trouble shooting: I can get sound through earpiece or speaker during boot, when I press keys and as the phone rings until I answer that call then- no sound through either. Also it SOMETIMES takes a few seconds for the phone to reboot when the call is hung up and also it doesn’t seem to always hang up as I can make and disconnect a few times IN A ROW before I notice it happens.
Solution: Have you tried doing a factory reset? This is to eliminate any software related issues that may be causing the problem. Make sure to back up your phone data first before proceeding.
Turn off the device.
Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key.
When ‘GALAXY Note 3′ appears on the screen, 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 data / factory reset.’
Press Power button to select.
Press the Volume down key to highlight ‘delete all user data.’
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 turn the restart the device.
If the issue still persists then this is most likely caused by a faulty hardware. Try bringing your phone to an authorized service center for further checking.
Note 3 No Sleep Mode After Lollipop Update
Problem: Hello, I’m sorry if this concern I have was previously asked. I updated my note 3 from tmobile to lollipop and my phone no longer goes into sleep mode. I changed my setting in screen time out to make it time out aftet 15 secs, now it won’t sleep unless I press the power button. This is draining my battery hopefully, you can help me, thank you taking the time out to help a phone amateur like my self.
Solution: Try rebooting your phone first and see if your phone will now go on sleep mode. If it doesn’t then this issue may be caused by data from the previous software version that has not been completely removed and is causing a conflict with Android Lollipop. A factory reset is highly recommended. Make sure to back up your phone data before proceeding.
Turn off the device.
Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key.
When ‘GALAXY Note 3′ appears on the screen, 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 data / factory reset.’
Press Power button to select.
Press the Volume down key to highlight ‘delete all user data.’
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 turn the restart the device.
Note 3 Speaker Stopped Working After Lollipop Update
Problem: Hey, I updated my note 3 about 48 hours back and idk what happened but now all the sounds are coming from the ear piece. Even the ring tones, songs, video background music, notifications. I checked the settings for sounds multiple times but found nothing unusual. Also, a couple of days before updating the phone, I refigured my Adapt sound but there was nothing unusual about it too. I’ve checked the media settings too but I’m not sure what would cause this. Can you help me out
Solution: Try rebooting your phone first and see if this resolves the issue. If the problem persists check the audio port of your phone for any visible signs of dirt or debris. If you spot any then clean it out using a toothpick. Insert the earpiece a couple of times in the audio port and check if the sound switches from the phone speaker to the earpiece.
If the problem persists then a factory reset is highly recommended since this occurred after updating your phone to Android Lollipop. Make sure to back up your phone data before proceeding.
Turn off the device.
Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key.
When ‘GALAXY Note 3′ appears on the screen, 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 data / factory reset.’
Press Power button to select.
Press the Volume down key to highlight ‘delete all user data.’
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 turn the restart the device.
Note 3 S Pen Not Working After Lollipop Update
Problem: Hi, I updated my note 3 to lollipop. After updating my s pen is not working. Please give me solution to my problem.
Solution: If this issue occurred right after the software update then it may be caused by data from the old software version that has not been completely removed. To resolve this issue back up your phone data then do a factory reset.
Turn off the device.
Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key.
When ‘GALAXY Note 3′ appears on the screen, 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 data / factory reset.’
Press Power button to select.
Press the Volume down key to highlight ‘delete all user data.’
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 turn the restart the device.
Note 3 Not Recording Videos After Lollipop Update
Problem: Good day, after updating to lollipop my note 3 does not want to record videos, I’ve cleared partition cache, cleared data cache. When I attempt to record videos it freezes and reboots. Really need help please. Regards
Solution: You will have to do a factory reset to resolve this since the issue occurred right after performing a major software update. Make sure to back up your phone data before proceeding.
Turn off the device.
Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key.
When ‘GALAXY Note 3′ appears on the screen, 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 data / factory reset.’
Press Power button to select.
Press the Volume down key to highlight ‘delete all user data.’
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 turn the restart the device.
Note 3 Security Question
Problem: I just purchased a note 3 in Jan and did not do the insurance. Just few days back I had switched off my phone (Vodafone sim) and my phone was robbed. So even if I call on my number now it says switched off. I have given my imei number to the police for tracking. No response yet. What I want to know is can note 3 imei number be easily spoiled or corrupted at any mobile shop? Is there no other way to find out where the phone is until it is put on with a sim card? My phone was just used for one and a half month. Please help.
Solution: As far as I know IMEI blocking is done at a carrier level. This means that whoever has your phone can simply use it on a different carrier. If your Google account is still logged in your phone then you can trace it as soon as it gets online using the Android Device Manager.
Note 3 Screen Flashes White When Making A Call
Problem: My wife has a Samsung Galaxy Note 3 and has a problem. I have added some apps to her phone, not too many, for her convenience. Most times when she calls someone, the screen goes in a flash dance, meaning it flashes white, then it does not dial the number. It gets stuck flashing constantly, and the only way to stop it is to reboot. Then you can dial the number, and it connects. So far, it only happens to 2-4 phone numbers. What to do?
Solution: To verify if this issue is caused by third party apps installed in the phone you should start it in Safe Mode.
Power off the device.
Press and hold the Power key for one or two seconds to turn on the device.
When the Samsung logo displays press and hold the Volume down key until the lock screen displays.
When the Lock screen is displayed Safe mode is displayed in the lower-left corner of the screen.
Try calling the number that is affected by the flashing white issue. If the issue does not occur while on a call then this is probably caused by an app installed in the phone. Find out what app this is and uninstall it.
If however the issue still occurs even in Safe Mode then wipe the cache partition of the phone.
Turn off the device.
Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key
When ‘GALAXY Note III’ appears on the screen, let go of 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 and wipe the cache.
With ‘reboot system now’ highlighted, press the Power key to restart the device.
Note 3 Forgets Wi-Fi Password
Problem: Hi my galaxy note 3 sm-n900w8 forgets any wifi password after reboot can you give me a solution but without factory resetting?
Solution: Try checking on the Wi-Fi settings of your phone and make sure auto connect is ticked.
From the Home screen, tap the Menu key.
Tap Settings then touch the Connections tab.
Tap WiFi, then tap the Menu key again.
Touch Advanced.
Tick the option Auto Connect.
If the problem still persists then wipe the cache partition of your phone.
Turn off the device.
Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key
When ‘GALAXY Note III’ appears on the screen, let go of 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 and wipe the cache.
With ‘reboot system now’ highlighted, press the Power key to restart the device.
Note 3 “could not download due to error 404″ Error On Play Store
Problem: I am having Note 3 SM N 900 Lollipop but wheneva i try to download big games over 1gb it reaches to 1gb and then shows installing and then shows “could not download due to error 404″ i am frustrated as I am unable to play big games .Please help me as I tried everything but could not get rid of this problem.. please sir help me please .
Solution: If you are using a Wi-Fi connection when you get this error message then follow the troubleshooting steps listed below.
Check that you’ve enabled Wi-Fi on your device by visiting your main Settings menu.
Make sure your device isn’t in “Airplane mode” on your main Settings menu.
Try turning Airplane mode off and on, leaving it in the “off” position.
Restart your device.
Ensure that your router or modem is turned on with an available Internet connection (if your router or modem does not have an Internet connection, you can contact your Internet service provider).
Restart your modem or router by turning it off and turning it on again.
If you are getting this error while connected to your mobile data network then follow the troubleshooting steps listed below.
Make sure your device has mobile data enabled in your main Settings menu (depending on your device, this may by located under “Wireless & Networks” > More).
Check your connection signal indicator to make sure you have a strong connection.
Restart your device.
Note 3 My Files Application Not Opening
Problem: Hello and thank you for taking the time to read this my note 3 my files application will not open I have tried turning my phone off and then turning it back on and it was working fine just the other day what could be the problem and if there is a way to fix it how is it done? Please help.
Solution: Try clearing the cache of the My Files application of your phone and see if this resolves the issue.
From the home screen, tap the Apps icon.
Tap Settings.
On the More tab, tap Application manager.
Tap the All tab.
Scroll to and tap the My Files application.
Tap Clear cache.
The application cache is now cleared.
Note 3 Can’t Access Settings
Problem: Hi, I have a Note 3 and a Vodafone SIM that are not playing well together. The history is: I got my Note 3 over 2 years ago. We visited Italy 2 years ago and I bought a Vodafone sim at a Vodafone outlet. Everything worked perfectly during that trip and a subsequent trip to France. Last October, I had to replace the Note 3 because the camera was failing. I had insurance, so the insurance company sent me a refurbished Note 3. When I tried to use the SIM last December, the Note 3 had problems. When I put the SIM in and started the Note 3, the phone recognized the sim (but gave me an error that, according to Verizon, is spurious). I could make phone calls but I could not access the data network. In order to access the data network, you have to go into Settings. More Settings, Mobile Networks and set the Access Point Name. With the replacement Note 3, I cannot access Settings. As soon as I try to access Settings (with the Vodafone SIM installed), the Settings menu appears and then immediately the home screen comes up. After working with Verizon for over an hour, I was able to get into Settings and set the access point name by booting into Safe mode. But as soon as I rebooted into ‘normal’ mode, Settings failed and I could not access its menu (to turn on wifi, for example). There are a couple of other apps that did the same thing – but I cannot remember which ones. I have talked to Vodafone – they have no clue. I talked to a Samsung rep I ran into at Best Buy, he thought the Vodafone SIM might be corrupted. And now a Verizon tech I talked to last week thinks it is a firmware problem on the phone and I should do a Factory Data Reset. Have you ever heard of this problem? What do you think might be causing it? Thanks for your help.
Solution: There could be some system data that has been corrupted in your phone. If this is the case then you will have apps acting this way.
The Verizon tech is right when suggesting that you do a factory reset. Just make sure to back up your phone data before you perform the procedure.
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