getting frustrated

buzzeswoman2008

Verizon Wireless Customer Support im getting frustrated beyond belief with the latest software update on my phone. not only am i having the issues mentioned in the previous posts with battery not lasting etc etc. my phone now has gone back to overheating. please fix...i want a phone that i can use not a phone that i can't use without having problems left and right.

Accepted answers

Verizon_Support

buzzeswoman2008, let's get to the bottom of this. This is what helped me after my S5 performed the latest Lollipop update. I utilized Samsung Kies http://www.samsung.com/us/kies/ from my PC. The best thing about that application is it will back up everything for you on your device. Do make sure you know your gmail information as it will be responsible for restoring your applications once Kies finishing a clean install of the software to your handset.

I know doing all of this can be a pain as this was the first major update that required a lot of maintenance from myself to get my phone back to normal operations but we appreciate your efforts. Let us know how it goes.

EbonyR_VZW
Follow us on TWITTER @VZWSupport

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!!

All comments

bizzareone

Contrary to popular belief....the software updates come from the MANUFACTURE not from Verizon.

buzzeswoman2008

right but ive talked to Verizon Wireless Customer Support twice now and they still havent come up with a solution to whether or not they will send me a new phone. my phone is only a few months old and if i didnt have to pay retail price i would get a different phone that doesnt have the issues that i have had since day 3

Snn5

It's possible that if you make enough noise that Verizon MIGHT let you Early Edge to a Turbo or MAXX and have you send back the S5. Of course, you start over with phone payments. But, it might be an option.

buzzeswoman2008

im on a family plan...and just had my upgrade...

Verizon_Support

Updates are meant to improve your device buzzeswoman2008. I regret to learn of the difficulties you are experiencing with the software update. When did you update the software on your phone? Do you still have a lot of third party apps installed on your phone? Do you notice it heating up when you are accessing certain applications or streaming data on the phone?

Thank You,
MichelleS_VZW
Follow us on Twitter @VZWSupport
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!!

buzzeswoman2008

I did the update when it first was released both on my phone and another family members phone which is the same exact one i have. and they have had no problems. I got rid of all of the 3rd party apps i dont need and i was noticing the cool down after i would charge it. This is my first 4G phone in over 3 yrs and my previous phone never had an issue til right before I upgraded and chose this one.

Verizon_Support

Let's get to the bottom of this buzzewoman2008. After updating the software on your phone, it can take a few days for your phone to normalize. Do you stream a lot of data?

Thank You,
MichelleS_VZW
Follow us on Twitter @VZWSupport
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!!

buzzeswoman2008

its been over a month since i have had the update and the update to the update. I dont stream a lot of data on my phone i normally use it when i am connected to wifi and even then im not using the data much. i normally use my phone for texting and making calls. i dont understand how it would take this long for my phone to act normal. Even when im using data I make sure and close any and all of the apps I have open.

nicholasbranson

OMG people, here is what you do! If you have a Samsung, you have a couple of options. You can make an appointment at your nearest Best Buy and from what I've heard they can downgrade you back to KitKat.

Or the better option, you can download Samsung Kies to your computer at www.samsung.com/us/kies, use it to back up your phone, reinstall the firmware, and start using the phone again.

How do I Perform an Emergency Firmware Recovery for my device using Kies 3? : Cell Phones | Samsung

nicholasbranson

and perform a wipe of the cache partition:

Turn off the device.
Press and hold the following three buttons at the same time:
- Volume Up key
- Home key
- Power key
When the phone vibrates, let go of the Power key but continue to press and hold the Volume Up key and theHome 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.
When the wipe cache partition is complete, 'Reboot system now' is highlighted.
Press the Power key to restart the device.