Since mWize launched, Android users have asked us one question more than any other. We called Google so you don’t have to, and after listening to an Android specialist, here is what we recommend.
Google Play is Android’s store, selling or distributing apps, music, movies, books and other digital content. It is available on the web or as an app on Android devices. Lately, it seems a number of users have had a common problem: Google Play itself simply quits, displaying an error message similar to this one: Unfortunately, Google Play has stopped working.
That’s especially frustrating because Google Play is the gateway to downloading all third-party apps on the device! After receiving dozens of questions from mWize users, and not finding any satisfactory solutions publicly, we went straight to the horse’s mouth and called Google directly. Unfortunately, we were reminded that Google really has limited control over Android software used on individual devices—as you can read in this separate post—so we felt the need to develop our own recommendation for possible solutions.
What Google Told Us
- This error may be related to a bug in the previous Android update. [mWize note: several of the users contacting us owned older devices from Alcatel and Kyocera, so we’re not sure that’s the only explanation.]
- Prior to receiving the next Android update with a fix, clear the Google Play data and cache, and restart the device.
- If the issue persists, contact: Google; the carrier; or the device manufacturer. Insurance and a valid warranty would be beneficial.
What mWize Recommends
We found the information from Google to be quite complicated, and the advice to contact the carrier or manufacturer to be unclear, likely because Google can’t be certain how the software has been adapted by those companies before it reaches end users. We did find the advice to clear data and cache helpful. Here is what we suggest doing if your device experiences this problem. These steps are presented in order of complexity, because any one could resolve the issue. After each one, try using Google Play again, and if it works, you need go no further.
- Turn Airplane mode on, wait one minute, and turn it off. This step has the effect of resetting the data connection to Google Play.
- Go to Settings > General > About Device. Click on Software Updates. If an update is available for your device, install it. The device will restart automatically.
- Go to Settings > Applications > Application Manager (or All) and scroll down until you see Google Play Store, and click on it. Find and press on the Clear Data and Clear Cache buttons. Restart the device.
- Go to Settings > Applications > Application Manager (or All) and scroll down until you see Google Play Store, and click on it. Click on Uninstall Updates. Restart the device.
- If all of the above is not successful, come to mWize, where you can Ask A Specialist to receive personalized, private assistance through live chat.