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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 31127
Experience:  Over 15 years of consulting to the IT industry
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Have a Galaxy. Trying to access Play Store w/existing Google

Customer Question

Have a Galaxy. Trying to access Play Store w/existing Google a/c. Device says connected to BTWifi-with-Fon. But after entering Google a/c details, message saying unable to connect
Submitted: 1 year ago.
Category: Computer
Expert:  Richard replied 1 year ago.
Thank you for your question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
Can you remove the battery from the phone and wait 5 minutes.
Then put the battery back in, turn on the Phone and tell me if you can now access the Play Store.
Let me know the results please
Thank you
Customer: replied 1 year ago.

Same result :)

Expert:  Richard replied 1 year ago.
Thanks Mike,
Can you on the phone go to Settings, More, Application Manager
Look under ALL for Google Play Store
Press it and press Clear Data
Once done, restart then phone and tell me if it now works please.
Let me know the results please
Thank you
Customer: replied 1 year ago.

I can now access the Play Store without being asked to sign in, but when I tap on any item on the category screen, the message is "No connection" although I'm shown as connected to the Internet.

Expert:  Richard replied 1 year ago.
ok, check the date and time, is it correct on the device Mike?
Customer: replied 1 year ago.

Yes, it is.

Expert:  Richard replied 1 year ago.
Thanks Mike
Then we are going to have to reset the Galaxy.
It will remove all data (contacts, photos ect) and return the device to new, but we cannot avoid this, we have exhausted all other options to remove this corruption.
To do the reset, go to Settings, In the upper end of the screen press the accounts tab. in the bottom of the next screen press the Backup and reset button. Press the factory data reset. Read the info on your cell phone screen and hit Reset device.
Let this complete and when it has, setup the phone again like you did when you first received it.
The Play store will then function correctly.
Let me know the results please
Customer: replied 1 year ago.

Back to the problem originally described

Expert:  Richard replied 1 year ago.
ok, then its your account thats corrupted Mike
Make a new Google account here
https://accounts.google.com/SignUp?service=mail
Then reset the phone again and use this new account
Tell me if it then accesses it please.
Customer: replied 1 year ago.

Back to the original problem

Expert:  Richard replied 1 year ago.
So, the device is on a new account, you reset it, and it still cannot connect to the play store Mike?
Customer: replied 1 year ago.

Correct. I have to sleep for a couple of hours - is that OK?

Expert:  Richard replied 1 year ago.
yes, but one quick thing to rule out the last cause
Can you remove the power from the wifi router and wait 5 minutes.
While waiting, power off the phone.
Then power on the wifi router
Wait 5 minutes and power on the phone and try.
Let me know the results please
Customer: replied 1 year ago.

Didn't work :)

Expert:  Richard replied 1 year ago.
Thanks
It is the internal memory in the phone that has faulted.
A corrupted firmware can cause this. But we have ruled this out by reinstalling it. The fact that it continues in light of all we hav
e done, confirms it is the internal memory.
I am really sorry about this and you are going to have to return the phone to have it replaced. It will be covered by the warranty, and the replacement will be done at no cost to you but it will have to be replaced.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service, that would be greatly appreciated.
Thank you

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