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A. Stevens
A. Stevens, Computer Engineer
Category: Android Devices
Satisfied Customers: 1555
Experience:  I've owned android devices and tablets for years and understand how the work.
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I have a Samsung tab S 10.5 white. Each time I try to connect

Resolved Question:

I have a Samsung tab S 10.5 white. Each time I try to connect to Google I get the answer:
No connection
Retry.
I am connected to internet and can search web. Also email and gmail working but links for play store are not.
Please help. I have had tablet 1 day.
Submitted: 2 years ago.
Category: Android Devices
Expert:  A. Stevens replied 2 years ago.
A. Stevens :

Hi, I am A. Stevens here to help with your question!

A. Stevens :

When you say "connect to Google"

A. Stevens :

Are you trying to use the Google app?

A. Stevens :

Or are you going to www.google.com in the web browser?

Customer:

I have just tried then play store it comes no connection retry. I have tried playstore app and get same answer.

A. Stevens :

That's very strange

A. Stevens :

Would it be a possibility to try a factory reset of the device?

A. Stevens :

  1. From a home screen, tap Applications Applications icon (located at the bottom right).

  2. Tap Settings.

  3. Tap Privacy.

  4. Tap Factory data reset.

A. Stevens :

Keep in mind this will erase the data on your tablet but since you said you have only have it for 1 day

Customer:

This tablet is running latest version of Android with Samsung touchwiz. I am looking at apps then personalisation. Are you familiar with this product. ?

A. Stevens :

Yes

A. Stevens :

What do you mean you are looking at personalisation?

Customer:

Personalisation is a sub menu in DEVICE section which has a private mode.

A. Stevens :

Right...but what is it exactly you want to do in the personalization menu?

Customer:

I was following your instruction to tap settings then privacy. That is not how this works.

A. Stevens :

Ah, I understand.

A. Stevens :

I am sorry, the settings are a bit different for your specific tab.

A. Stevens :

Can you go to settings >> backup and restore

Customer:

I need someone to tell me how to connect to google. For example internet works but a link I have from Netflix to download there app. This directs to play store and I get Not connected.

A. Stevens :

Right..

A. Stevens :

I think you have some software configration issues

A. Stevens :

That is why I am suggesting the factory reset

Customer:

I am at back up and restore. Sorry about confusion.

A. Stevens :

No problem.

A. Stevens :

So you hit Factory Data Reset >> reset device

Customer:

I have pressed reset. Android erasing all data and restarted tablet.

A. Stevens :

OK great, can you try to access app store now?

Customer:

I have homescreen as it came from box. Asking me to select language and to tap accessibility to change accessibility settings

A. Stevens :

Right so go through the initial setup

Customer:

2 minutes

A. Stevens :

OK

A. Stevens :

Let me know when you have it ready to go

Customer:

Ok ready. Wifi on and password ***** to Google

A. Stevens :

OK, so does app store come up now?

Customer:

Yes. From app and Google. Com. I skipped the Samsung account page. I dont know if it made any difference. Thank you for your patience.

A. Stevens :

No problem.

A. Stevens :

Glad you were able to get it to work

A. Stevens :

I hope I was able to help you today.
If you are satisfied with my answer, rating my answer with positive feedback with the smiley faces below would be greatly appreciated.
If you do have any additional questions please do feel free to post them here.
Thank you for using Just Answer! Have a Great Day!

Customer:

Perhaps its a bit old to start using these modern gadgets at 76years.

A. Stevens :

Never too old.

A. Stevens :

If you ever have any other questions about your device, feel free to request me on here.

A. Stevens :

Would be happy to help.

Customer:

Ok bye bye. You have an excellent rating coming

A. Stevens :

Thanks so much! Have a great day!

A. Stevens, Computer Engineer
Category: Android Devices
Satisfied Customers: 1555
Experience: I've owned android devices and tablets for years and understand how the work.
A. Stevens and 2 other Android Devices Specialists are ready to help you

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