Troubleshooting download issues

1. Download stuck at "Starting download..."

     If your application has stalled at "Starting download," please use the following troubleshooting steps to help complete your download:

  • Confirm that your device is on the list of supported devices, which means it's supported for use with the Google Play store app. If your device is not on this list, please contact your manufacturer with questions.
  • For paid applications, confirm your credit card information is up to date by signing in to your Google Wallet account.
  • Cancel and restart the download.
  • Restart your device, then try downloading the app again.
  • Confirm there is connectivity to either wireless or cellular networks on your device, and contact your service provider if you aren't connected.
  • Try your download(s) using both wireless and cellular network connections, and ensure firewalls aren’t blocking access to ports required for Google Play (TCP and UDP 5228).
  • Make sure you've cleared the cache and data of both the Google Play store app and the download manager. Here's how:
    1. Visit Settings > Apps on your device
    2. View All apps
    3. Select the Google Play store app, and then tap Clear data and Clear cache.
    4. Then, select Download manager and tap Clear data and Clear cache.
  • You must be able to successfully sign into Hangouts or Google Talk to download Android apps on Google Play. Make sure your device is signed in to Hangouts or Google Talk by following these steps:
    • Hangouts
  1. Open the Hangouts app on your device
  2. If you're already signed in to Hangouts, press Menu > Settings and select Sign out under Account.
  3. Launch Hangouts again and sign in.
    If you're using multiple accounts with Hangouts, press Menu >Settings and individually sign out of your accounts.
  • Google Talk
  1. Open the Talk app on your device.
  2. If you’re already signed in to Talk, press Menu > Sign out.
  3. Launch Talk again sign in.
2. "Download unsuccessful" message

     If you receive a "Download unsuccessful" message when attempting to download an app, try the following troubleshooting steps to resolve the issue:

  • For paid applications, confirm your credit card information is up to date by signing in to your Google Wallet account.
  • Clear the cache of the Google Play Store app(visit Settings > Applications > Clear cache).
  • Restart your device, then try downloading the app again.
  • Wait 10 minutes, and try your download again.
  • Confirm there is connectivity to either a wireless or cellular network on your device, and contact your service provider if you aren't connected.
  • Ensure there’s enough space on your device for the app to install.
  • If none of the above steps work, try remounting your SD card.
    • Visit Menu > Settings > Storage > Unmount SD card; then remount the SD card from the same menu by selecting Remount SD card, or restart the device if the remount option isn’t available.
3. A download from Google Play website never started

     If a download you requested from the Google Play website never started on your device, please try the following troubleshooting steps:

  • Your device must be connected to a wireless or a cellular network - please don’t use USB or any other physical connections (contact your service provider if you aren't connected).
  • Try the download with both wireless and cellular network connections, and ensure firewalls aren’t blocking access to ports required for Google Play (TCP and UDP 5228).
  • Make sure your device is logged into Google Talk by following these steps:
  1. Go to your device's app launcher, and press the Talk app.
  2. If you’re already signed into Talk, press Menu, and then touch Sign out.
  3. Launch Talk again to sign in.
  • Ensure that your device has at least 20 megabytes of space available for installation. If necessary, try uninstalling some existing applications or moving them to your SD card.
  • To move apps to your SD card, visit Menu > Settings > Applications > Manage applications > select an eligible app > select Move to SD card (if available - note that not all apps can be moved to the SD card).
  • Try requesting the download again using the Google Play app from your device.

If unsuccessful after attempting these steps, please contact our support team, and we'll be happy to investigate further.

4. Motorola device is stuck at "Downloading"

    Some Motorola devices have a Data Saving feature that prevents Google Play from downloading when your device isn't connected to a Wi-Fi network. If you'd like to download from Google Play while using your mobile data network, then you'll need to disable this feature. To do so, please follow these steps:

  1. From your homescreen, press Menu and then touch Settings
  2. Scroll down and select Battery & data manager
  3. Select Data saver
  4. Make sure the box for "Enable data saver" is unchecked
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