What to do if Google Play Store will not load or download apps

If you're having trouble loading or updating apps or can't open the Google Play Store, there are some troubleshooting steps that you can try to resolve this issue. Click on the drop down menus below  to follow the step-by-step guides.

Please note: Screenshots were captured from a Galaxy Note10 operating on Android OS Version 9.0 (Pie). The steps and settings may vary depending on your Galaxy device and Android OS Version.

Why are some Android apps crashing?

 

If you're noticing that certain Android apps crash as soon as they are opened, you will need to update Google Chrome and Android System Webview. This is caused by an issue in Google Webview and updating these apps will solve it.

Google Play Store isn't loading any updates

If you are searching for app updates and the Google Play Store does not load any results, you should force close the app to fix the issue.

Please note: following these steps will remove your Google Play account from the Play Store app. Please have your login details ready to log back in

1 Open the Settings app
2 Tap Apps
3 Tap Google Play Store
4 Tap Storage
5 Tap Clear data and Clear cache
6 Tap the back button
7 Tap Force stop
8 Open the Play Store

Trying searching for your updates again.

Check your internet connection

It is important that you are connected to a strong and stable connection when trying to download apps or load the Google PlayStore.

If you are using your mobile data, you will need to ensure you have enabled mobile data through your Settings.

If you are connected over a Wi-Fi network and notice a problem with the Wi-Fi symbol on the in your status bar, you may not be able to access the internet. If this is the case, you can check out our page I can't connect to Wi-Fi on my Samsung Galaxy device, alternatively, if you are experiencing connection issues or slow internet you may need to reach out to your internet or mobile data provider.

 

Enable Mobile Data via Settings

1 Open the Settings app
2 Tap Data Usage
3 Tap the switch to activate Mobile Data

Enable Mobile Data through the Notification Panel

1 Swipe down from the top of the screen to access your Notification Panel
2 Tap Mobile Data

Restart your device
1 Press and hold the power button or the power and volume down button
2 Tap Restart
Tap to restart a Galaxy smartphone
3 Wait for the device to power off and on again

Clear the Play Store data
1 Go to Settings
Tap to enter Settings menu on a Galaxy smartphone
2 Scroll down, then tap Apps

In older operating systems you'll find this option in Settings > Application Manager

Tap to enter Apps menu on a Galaxy smartphone
3 Scroll down, then tap Google Play Store
Tap Google Play Store on a Galaxy smartphone
4 Tap Storage
Tap Storage on a Galaxy smartphone
5 Tap Clear Data, then tap OK to confirm
Tap clear data, then tap OK to confirm on a Galaxy smartphone

Reset the Download Manager
1 Go to Settings
Tap to enter the Settings menu on a Galaxy smartphone
2 Scroll down, then tap Apps

In older operating systems you'll find this option in Settings > Application Manager

Tap to enter Apps menu on a Galaxy smartphone
3 Tap the More options icon
Tap the More Options icon, which looks like three dots in the top right hand side of the screen
4 Tap Show system apps
Tap Show system apps on a Galaxy smartphone
5 Scroll down, then tap Download Manager. Check that the app is enabled (the icon should read Disable)
Scroll down, then tap Download Manager to check that the app is enabled.
6 Tap Force Stop to shut down this app. This won't affect any information on the device. Tap Force stop on the prompt to confirm
Tap Force Stop, then tap Force Stop again to confirm

Check the date and time settings
1 Go to Settings
Tap to enter Settings menu on a Galaxy smartphone
2 Scroll down, then tap General Management
Tap to enter General Management menu a Galaxy smartphone
3 Tap Date and Time

In older operating systems you'll find this option in Settings > Date & Time 

Tap to select Date and time settings
4 Tap the switch to activate Automatic date and time
Tap to activate Automatic date and time on a Galaxy smartphone

Check available storage space
1 Go to Settings
Tap to enter Settings menu on a Galaxy smartphone
2 Scroll down, then tap Device Care

In older operating systems it is called Device Maintenance or you'll find similar options in a separate app called Smart Manager, however you can check through Settings > Storage

Tap to enter Device Care menu on a Galaxy smartphone
3 Tap Storage at the bottom of the screen
Tap to check Storage
4 Check the available storage. If your device has less than 1GB of storage available, you will need to free up some space
The available storage is displayed on screen

Remove and re-add Google Account
1 Go to Settings
Tap to enter Settings menu on a Galaxy smartphone
2 Scroll down, then tap Accounts and backup

In older operating systems it is called Cloud and Accounts or Accounts

Tap to enter Accounts and backup menu on a Galaxy smartphone.
3 Tap Accounts, then tap your Google Account
Tap Accounts, then tap your Google account
4 Tap Remove Account. Depending on the operating system this option may be under the More options icon on the top right hand side of the screen
Tap Remove Account to remove Google Account  from a Galaxy smartphone
5 Tap Remove Account to confirm

Any information removed in this process will be downloaded onto the device once the account is added back in.

6 Tap Add Account
Tap Add Account to add a new account to a Galaxy smartphone
7 Tap Google
Tap Google to add a Google Account to a Galaxy smartphone
8 Enter your Google Account details
Enter your Google account log in details
9 Tap to agree to the Google Terms and Conditions to finish

Enable All Related Apps

Ensure you do not have a build-up of pending apps to either be downloaded or updated, this may delay the download process on your Galaxy device.

1 Go to Settings
Tap to enter Settings menu on a Galaxy smartphone
2 Scroll down, then tap Apps

In older operating systems you'll find this option in Settings > Application Manager

Tap to enter Apps menu on a Galaxy smartphone
3 Tap the More options icon
Tap the More Options icon, which looks like three dots in the top right hand side of the screen
4 Tap Show System Apps
Tap Show System Apps on a Galaxy smartphone
5 From the dropdown menu, tap Disabled
Tap to reveal the drop down menu, then tap Disabled
6 Check to see if there are any apps related to Google Play Services or Download Manager in the Disabled apps list. If there are, tap the app, then tap Enable

If none of the above steps have resolved the problem, please contact Samsung Support for further assistance.

 

 

If you're experiencing unusual behaviour on Samsung mobiles, tablets or wearables, you can send us an error report or ask us a question in the Samsung Members app.

This allows us to take a closer look at what is happening. The data is anonymised and only held for the duration of the investigation. Find out more about sending an error report through the Samsung Members app.

 

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