Sony Support

Article ID : 00275428 / Last Modified : 20/01/2026Print

Google Play Store cannot be opened, or apps cannot be downloaded or updated.

    Information / Solution

    Before you start

    The availability of your Android apps is different depending on the country or region where the mobile phone is being used.

    Please check with the app developer if you are unable to find the app.

    If the Google Play Store cannot be opened.

    1. Restart your device.
      1. Press and hold the Power button.
      2. Tap Power off or Restart.
      3. If your device doesn't restart, press and hold the power button + volume up button for 10 seconds until your device turns on again.
    2. Confirm whether the Network (Mobile data or Wi-Fi) of your mobile phone is working normally.
    4. Update your device's firmware. Make sure the latest version of firmware is installed on your device.

    Tip: Your Google Play Store could have been disabled as well.

    If the Google Play Store Apps cannot be downloaded or updated.

    1. Please confirm whether the Network (Mobile data or Wi-Fi) of your mobile phone is working normally. Can suggest checking the status icon if the data/wi-fi signal is ok.
    2. Clear your phone's storage and data.
      Note: These steps may vary depending on your Xperia models and Android OS version.
      1. Go to your phone's Settings → Apps → See all apps → Google Play Store → Storage & cache → Clear storage.
      2. Go to your phone's Settings → Apps → See all apps → Google Play services → Storage & cache → Clear cache.
    3. Update your apps.
      1. Tap on the Play Store application.
      2. Go to your Google account icon located at the top right corner.
      3. Go to My apps and games → Overview.
      4. Go to Updates available → Update all.

      Note: If Update all is not available, it means that all your apps have been updated to their latest version.

    For Google Play Points or other issues with Google Play Store, please visit Google Play Support

    If the issue persists, please contact us as your phone may need servicing.