Apps won’t install or update from the Google Play store | Sony USA

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

Your apps may not install or update from the Google Play™ store for various reasons. Make sure you check if the issue is resolved after each step you perform. These steps may vary depending on the software version (operating system) installed on your TV.

Note: It’s recommended to make sure your

to the latest version.

It’s recommended to make sure your to the latest version.

Troubleshooting steps:

Power reset or restart the TV

Note: This procedure stops all running apps.

Power Reset

Note: Skip this step if your TV power cord is inaccessible.

• Unplug the TV power cord from the wall outlet, wait two minutes, then plug the power cord back in.

Restart

Select the method depending on your TV:

• Restart the TV with the supplied remote control:
  • Press and hold the POWER button until Power off appears on the screen
  • Press and hold the POWER button until a menu appears → select Restart
• Restart the using the menu. On the remote:
  • Press the (Quick Settings) button, then select Settings → System → Restart → Restart
  • Press the HOME button, then select Settings → About → Restart → Restart
  • Press the HOME button, then select Settings → Device Preferences → About → Restart → Restart

Note: When restarting with the remote or menu, the TV will automatically power off and back on after a short time.

Make sure to use a Google™ email account

Notes:

• If you create your Google email account outside the United States, some apps may not be available in the Google Play store.
• If you register a non-Google email on your Android TV™ device, Google may not recognize it as a valid Google Play account.

Follow the steps below to delete the current registered account and register your Google email account:

1. Delete the registered account.

   1. Open the Settings menu. The options vary depending on the model year of your TV.
      • Using the Quick Settings button:
        1. On the supplied remote, press the Quick Settings button.
        2. Select Settings.
      • Using the HOME menu button:
        1. On the supplied remote, press the HOME button.
        2. Select Settings.
   2. Under the Personal category, select Google.
   3. Select Remove account.
   4. Select OK.

2. Register your Google email.

   1. Open the Settings menu. The options vary depending on the model year of your TV.
      • Using the Quick Settings button:
        1. On the supplied remote, press the Quick Settings button.
        2. Select Settings.
      • Using the HOME menu button:
        1. On the supplied remote, press the HOME button.
        2. Select Settings.
   2. Under the Personal or Accounts category, select Add account.
   3. On the Choose account type screen, select Google.
   4. Enter your Google email and password to sign in.

Check the available storage space

Notes:

• The available storage space has to be larger than the size of the app.
• If you download an app when the storage is full, a Server error appears and the Google Play becomes inaccessible.

1. Open the Settings menu. The options vary depending on the model year of your TV.
   • Using the Quick Settings button:
     1. On the supplied remote, press the Quick Settings button.
     2. Select Settings.
   • Using the HOME menu button:
     1. On the supplied remote, press the HOME button.
     2. Select Settings.
2. Follow the steps according to your TV menu options:
   • Select System → Storage → Internal shared storage → Available.
   • Select Device Preferences → Storage → Internal shared storage → Available.
   • Select Storage & reset → Internal shared storage → Available.
   • Select Storage & reset → Storage → Available.

Uninstall unnecessary applications

Note: Uninstalling an app erases all the app-related information from your TV.

1. Open the Settings menu. The options vary depending on the model year of your TV.
   • Using the Quick Settings button:
     1. On the supplied remote, press the Quick Settings button.
     2. Select Settings.
   • Using the HOME menu button:
     1. On the supplied remote, press the HOME button.
     2. Select Settings.
2. Follow the steps according to your TV menu options:
   • Select Apps → See all apps.
   • Select Apps → See all apps, then check the Installed apps category.
   • Select Apps, then check the Downloaded apps category.
3. Select an app to uninstall.
4. Select Uninstall.
5. Select OK.

Cancel any ongoing installation or downloading of apps

1. On the supplied remote, press the HOME button.
2. Scroll down to the Apps category and select Google Play store.
3. On the Google Play Store, select My Apps.
4. Select Downloading.
5. Select an app.
6. Select Cancel or select the stop icon.

Clear data and cache on the Google Play services

The steps vary depending on your TV’s operating system.

• Android™ 9 Pie OS
  1. Open the Settings menu. The options vary depending on the model year of your TV.
     • Using the Quick Settings button:
       1. On the supplied remote, press the Quick Settings button.
       2. Select Settings.
     • Using the HOME menu button:
       1. On the supplied remote, press the HOME button.
       2. Select Settings.
  2. Select Apps → See all apps → Under the System apps category, select Google Play services.
  3. Select Clear data → Clear data →OK.
  4. Select Clear cache → Clear cache → OK.
• Android 8.0
  1. Open the Settings menu. The options vary depending on the model year of your TV.
     • Using the Quick Settings button:
       1. On the supplied remote, press the Quick Settings button.
       2. Select Settings.
     • Using the HOME menu button:
       1. On the supplied remote, press the HOME button.
       2. Select Settings.
  2. Select Apps → Under the System apps category, select Google Play services.
  3. Select Clear data → OK.
  4. Select Clear cache → OK.
• Android 7.0 or lower
  1. Press the HOME button.
  2. Select Settings.
  3. Select Apps → Under the System apps category, select Google Play services.
  4. Select Clear data → OK.
     • If your TV shows another option, select CLEAR ALL DATA, and then select OK.
  5. Select Clear cache → OK.

Make sure the Parental controls are set to allow all

1. Press the HOME button.
2. Scroll down to the Apps category and select Google Play store.
3. On the Google Play Store, select Settings.
4. Under Parental controls, select Allow all, including unrated.