Opening Camera causes endless rebooting after Marshmallow update

NOTE 4

I am having a problem, a few actually and I am hoping someone on here can help me since Lever Tier 2 support at Verizon could not.

1st issue since June update is horrible battery life.

2nd issue when my battery gets down to about 40% (happens anytime it gets under 50%) and I open up my Camera it reboots. And then it goes into the endless reboot, never gets to the Verizon red screen, just keeps rebooting until I plug it into a charger, then it will complete reboot and battery is in the 30% range.

What I have done so far,

updated all apps, wiped the caches and have done multiple factory resets (that was Verizon's last idea they said) They also told me that there are no known issues with marshmallow so Verizon and Samsung are not preparing any kind of update or fix.

I have done factory resets where it reloads all my apps, and I have done it without, and I am still having this issue. It never did it before Marshmallow, I have been patiently waiting for a fix. I haven't seen the battery get down to 20% and change color to yellow since the update, it always starts the reboot issue way before then

Help please. I rely on the note 4 for on job site surveys and use the stylus and camera heavily. ([Removed] off because I lost all my S-notes in the first factory reset because tier 2 tech forgot to tell me to back them up)

Thank you.

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Message edited by Verizon Moderator

Accepted answers

Verizon_Support

I appreciate all the steps you have taken, and I'm shocked that the issues continue, jkicska. We don't want you to consider switching. Is your device under warranty or have insurance that includes an extended warranty?

AndreaS_VZW
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All comments

Verizon_Support

Jkicska, we fully understand your need to keep the phone running throughout the day so you don’t need to carry a charger everywhere. Are you using the original charger that came with the phone? Do you see any error messages before it restarts?

StevenM_VZW
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jkicska

No error messages. Yes I am using original charger. I get a 100% charge on it just like normal.

My wife has a 5S and it does the same thing, so I am assuming it is a problem with the marshmallow update. But Verizon won't do anything about it, or admit its a problem. I am thinking that this is their way for older phones to upgrade to their exploding version. I never said I would get an apple, but I am leaning that way now.

Verizon_Support

The Samsung Note 4 is an awesome device, jkicska. I am sorry to hear that you are having trouble with your Samsung Note 4 and the Marshmallow update. Have you tried restarting your device in safe mode? Here is how: http://vz.to/2dBAGPe
As for your battery life, when you look under setting and battery, what applications are using the most battery life? It normally takes about a week for the battery life to adjust after a software update. Please keep us posted.

AllisonC_VZW
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jkicska

I have tried safe mode, factory reset all the things that your tier 2 person had me do. there is an open ticket in your system with this problem.

I also found on Samsung's site this is a problem that many are having and you are doing nothing to fix it. I will be going to apple or the pixel very shortly and getting off of Verizon too since you try and cover up these issues so you can force people into upgrading to the latest phones. Someone should start a class action against you and Samsung.

Re: Note 4 battery problems - Page 6 - Samsung Community - 5807

Verizon_Support

jkicska

This is a Note 4, I got it when it first came out, and it has worked beautifully until the Marshmallow update. No it is not under warranty or insurance.

Verizon_Support

I’ve got some news that will help lead this phone back to normal behavior, jkicska. According to our Software Updates page ( https://www.verizonwireless.com/support/software-updates/ ) the Note 4 has an update in store for October 14. Let us know how this works after the patch is installed.

DavidH_VZW
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jkicska

Well this is great now I am really [Removed] that the 2nd Tier level support didn't know that an update was coming for my phone that could potentially fix the issues that I am having. I lost 2 years of Snotes because of the factory reboot she had me do. If I would have known that something was coming soon I would have waited. Why is it that an organization like Verizon doesn't communicate with its own employees to help the end user out? She even went as far as to tell me that my issue is not known and that Samsung and Verizon are NOT working on anything to fix it.

POOR POOR POOR

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Message edited by Verizon Moderator

jkicska

I installed the new update that was released today. And things are worse.

Battery got down to 56% and I went to open google and it rebooted into the endless reboot like before.

I plugged it into the charger, and it finally exited the endless reboot and the phone came back up with 51% battery and charging.

Before this update the reboot would happen anywhere between 50 and 35% battery now its above 50

this sucks

CAN I PLEASE GO BACK TO ANDROID 5 - LOLLIPOP? it never did this before marshmallow and I need my phone to work.

will never get another Samsung.

jkicska

Also should mention that this happens in safe mode also. Doesn't have to be camera either. Happens when opening an internet, facebook, ok Google, pretty much anything when the battery life is less than 50% more or less.

Also should mention that my wife's galaxy 5 does the same exact thing, and has since mm update too.

Just saying. This is unacceptable.

Verizon_Support

I'm sorry to learn that your phone performance did not improve after the software update, jkicska. Sounds like the update did not process correctly. Please run the Software Update Repair Assistant tool, and test. See how to do it at this link: https://www.verizonwireless.com/support/samsung-update-repair-assistant/?lid=sayt&sayt=samsung%20software%20ass*

AntonioC_VZW
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jkicska

Says the update was installed correctly. But because you are saying it I will waste my time doing it again. I am calling Samsung today also

Just to let you know too

My wife updated her phone also and it is doing the same thing so the update does not correct this issue.

jkicska

Repair Assistant says

"Your devices current firmware version is not supported to update firmware"

alicias_vzw

jkicska,

Help is here! Let’s make sure we get your phone to work like a well oiled machine. You’re time in troubleshooting with us is very much appreciated. I’m going to send you a Private Message so that I can gather much needed information to further assist. Please message me back in the Private Message to continue.

AliciaS_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

The_Sim

You simply need to replace your original battery. Bad battery is the cause of many unexpected crashes and boot loops. It could cost as little as $5 for a genuine Samsung replacement battery if you search well. No need for time wasting factory resets. Lucky to have a phone with a replaceable battery!

jkicska

Why did it start immediately after the MM update? Why is my wife having the exact same issue on her Galaxy 5? Why are there multiple threads on Samsung's support form that list the same issues?

The_Sim

You can howl into the wind about it or just buy a new battery (I got one for $5 on ebay from Hong Kong :-) ) and enjoy the feeling of a reliable phone with long battery life again. It's just a fact that lithium batteries don't last long, and system updates which are extremely power intensive tend to push older batteries over the 'edge'.

ASTARSS

I have same experience as jkicska. Ever since MM update my phone rarely goes below 20-30%. Before it had no problem going down to less than 10% and even allows me to use the camera and other apps without a problem. Now when I use camera it goes through reboot as described if I'm at 50% or less of battery power. Unfortunately now I try to keep it above 60% to avoid any issues. I do have a second battery that I can use if first battery goes out. So I don't believe it is a battery issue. When I saw current update, I am hesitant to go through with it as I'm afraid that it will get worse. I've heard mixed results, but I'm still not going to do it at the moment. I love the phone and definitely don't want to go to apple. But VZW definitely needs to take action/responsibility to address this issue.

jkicska

They won't address it because they want you to update to a new phone so they can get you on the new pay for your phone plans

jkicska

Here is what they told me:

Hi Jeff,

Thank you for verifying the account. I was able to do some research on the phone freezing & rebooting. Samsung has not provided us with a fix for this. Your troubleshooting that you have done with us & on your own is very much appreciated. I can only imagine how frustrating that this has become. In review of your account, you are out of warranty to have the phone replaced. The good news is that you are eligible to upgrade you line to a brand new phone. Were you interested in doing that soon? You can choose any phone of your choice to purchase. Please let me know if you what you are thinking of doing.

GREMCS30

I am so glad to see this post since I am having a very similar problem. My note 4 ran wonderfully before the Marshmallow update but has been a nightmare ever since. I have experienced unexplained reboots several times per week (often involving the camera as mentioned in this thread). I have also experienced worse battery life and the screen sometimes getting stuck and not auto-rotating. The Marshmallow 6.0.2 upgrade is awful and has ruined my phone. And to the user suggesting that a new battery will solve the issue it DOES NOT. I purchased a new battery since that was one of the solutions I saw posted elsewhere and it has not helped at all.

To the Verizon support team please help me resolve this issue, though the hardware is samsung Verizon it ultimately responsible for rolling out the software update that caused these issues. And to answer some of the other questions asked earlier my phone is not under warranty and do not want to upgrade my phone.

ASTARSS

so has anyone tried the december update and had any new information to share...good news i hope? did that update fix the horrible previous update?

GREMCS30

No improvement for me with any of the recent updates.