How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • Go back-and-forth until satisfied
    Rate the answer you receive.
Ask Lorenz Vauck Your Own Question
Lorenz Vauck
Lorenz Vauck, Android Expert
Category: Android Devices
Satisfied Customers: 1708
Experience:  21 years of experience in fixing problems with DOS, Linux, Mac OS, iOS, Android & Windows. Just ask me :)
Type Your Android Devices Question Here...
Lorenz Vauck is online now

There was an update on my SamsungA3 (2017) on 20 Jan 2020.

This answer was rated:

Hi. There was an update on my SamsungA3 (2017) on 20 Jan 2020. Since then i have NO Play Store app access. Also I cannot open U tube.
JA: When could you last open your software?
Customer: Not sure what u mean sorry
JA: Did you recently update your software or Operating System (OS)?
Customer: It updated on 20 Jan
JA: Anything else you want the Software Expert to know before I connect you?
Customer: Dont think so thanks

Dear Client,

I am sorry to hear about that problem. My name is***** and I am a tech expert with 19 years of experience.

Can you please let me know what exactly happens if you are trying to open the Play Store?

Please type in the box below, then click on the "Send" button to send me your reply.

Thanks for your patience and best regards,

Lorenz Vauck

Customer: replied 7 months ago.
After the auto update in January the Play Store app completely disappeared from my phone.

Thank you. Did you search in All Apps?

Customer: replied 7 months ago.
I did. It has titally gone from my phone after the update installed. I also can no longer play u tube. All v strange

OK, thank you. Would you be ready to consider a factory reset? This will erase all your data, but most likely the phone will be working again afterward.

Customer: replied 7 months ago.
I have done a soft reset. What do you mean erase data. What data will i lose?

Everything, the phone will be like factory new.

Customer: replied 7 months ago.
photos? FB accounts etc?

Yes, the phone will be like when you´ve first purchased it.

Customer: replied 7 months ago.
Ok. I will need to email bits out before i do that. Can i sort that tomorrow and get back to you?

Yes, sure, you can, just reply here once again and then we can take it ahead. Thank you very much.

Customer: replied 7 months ago.
Thank you. I will get sorted to prepare. I am worried it will happen again with next update

I have to thank you. I hope the next one will be fine, but indeed, you never know with these automatic updates.

Customer: replied 7 months ago.
I am wondering how the Play Store App will just return if i reset phone. It isnt disabled it is non - existant - just checking before..

Yes, my guess is that it is hidden and by resetting we are going back to factory settings, which should fix any "quirk" in that relation.

Customer: replied 7 months ago.
Ah ok. I am still prepping my phone so photos etc are sorted. Thank you

Perfect, just let me know. Thank you very much.

Customer: replied 7 months ago.
Ok. I believe i am ready for dactory reset

OK, great, let´s go! Please follow this video closely:

Lorenz Vauck and other Android Devices Specialists are ready to help you
Customer: replied 7 months ago.
all done now

Thank you. Is everything working fine now, including Google Play Store?

Customer: replied 7 months ago.

Thank you very much :-)