Google Play

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Fix Play Store opening, loading, and downloading issues

Try the steps below to fix problems with Google Play. They may help if:
  • You can’t download or install apps or games from the Google Play Store
  • You can’t download music, movies, TV shows, or other content from Google Play
  • The Google Play Store app won’t open or load
  • The Google Play Store app crashes after it opens
  • Downloads and app updates get stuck and won’t finish

If these steps don’t fix the issue, you should contact the developer for support.

 

 

Check that you have a strong Wi-Fi or mobile data connection

First, make sure you have a strong internet connection. It’s best if you can connect to a Wi-Fi network. If you don’t have access to Wi-Fi, make sure you have a strong mobile data connection. Then try your download again.

Get more help with connection problems on Android devices.

Clear the cache & data of the Play Store

This gives the app a fresh start and can help fix issues.

  1. Open your device's Settings app Settings.
  2. Tap Apps & notifications and then See all apps.
  3. Scroll down and tap Google Play Store Google Play.
  4. Tap Storage and then Clear Cache.
  5. Next, tap Clear data.
  6. Re-open the Play Store & try your download again.

Restart your device

If you still can’t download after you clear the cache & data of the Play Store, restart your device.

  1. Press and hold the Power button until the menu pops up.
  2. Tap Power off or Restart if that is an option.
  3. If needed, press and hold the Power button until your device turns on again.

If you're still having trouble

Check your storage space

If your device is low on space it can stop apps downloading & installing. Your device may be low on space if you’ve seen a notification about storage space, or if there’s less than 1 GB available when you check.

Check your data connection

Make sure you have a strong data connection. It’s best if you can connect to a Wi-Fi network. If you don’t have access to Wi-Fi, make sure you have a strong mobile data connection. Then try your download again.

Check your SD card

SD cards can cause problems if they’re not set up properly. If your device has an SD card, try to eject & remove your SD card, then re-insert it.

Clear cache & data from Download Manager

  1. On your Android phone or tablet, open your Settings app.
  2. Tap Apps & notifications and then App info or See all apps.
  3. Tap More More  and then Show system.
  4. Tap Download Manager.
  5. Tap Storage or Storage & cache and then Clear cache.
  6. Tap Clear storage and then Clear all data and then OK.
  7. Open the Google Play Store, then try your download again.

Clear cache & data from Google Play Services

  1. On your Android phone or tablet, open your Settings app.
  2. Tap Apps & notifications and then App info or See all apps.
  3. Tap Google Play Services.
  4. Tap Storage or Storage & cache and then Clear cache.
  5. Tap Clear storage and then Clear all data and then OK.
  6. Open the Google Play Store, then try your download again.

Uninstall & reinstall Play Store updates

  1. Make sure you’re connected to a reliable Wi-Fi connection.
  2. On your Android phone or tablet, open your Settings app .
  3. Tap Apps & notifications.
  4. Tap Google Play Store Google Play. If you don't see it, tap See all apps or App info.
  5. At the top of the screen, tap More and then Uninstall updates.
  6. If you’re asked if you want to change the Play Store app back to the factory version, tap OK.
  7. Open the Google Play Store, then try your download again.

Check for Android system updates

An updated Android system can help apps like Google Play work properly. Depending on your device how you check for updates might be different. You may be able to:
  1. On your Android phone or tablet, open your Settings app .
  2. Tap System and then Advanced and then System update.
  3. Check to see if an update is available.

Note: If your device is running Android 2.2 or below, Google Play may not work properly. Contact your device manufacturer for help.

Remove & re-add your Google account to your device

This will remove your Google Account from your device and then re-add it.

Tip: When you remove your account, some information will be removed from your device. Information linked to your Google Account that is backed up in the cloud will still be available. Much of the information will return to your device when you add your account. Make sure any important information is backed up before completing this step.

First, remove your account:

  1. On your Android phone or tablet, open your Settings app .
  2. Tap Accounts.
  3. Tap the account you want to remove and then Remove account.
  4. If needed, enter your device's pattern, PIN, or password to finish removing the account.

Next, re-add the account:

  1. On your Android phone or tablet, open your Settings app .
  2. Tap Accounts and then Add account and then Google.
  3. Follow the onscreen instructions to add your account.
  4. Open the Google Play Store app Google Play.
  5. At the top right, tap the profile picture.
  6. Look for the name and email address of the account you're using at the top of the screen.
  7. Tap the Down arrow Down arrow and then the account you want to use.
  8. Try your download again.
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