Article ID : 00018988 / Last Modified : 08/16/2015

The Google Play Store does not open or cannot be accessed.

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In order to resolve the issue you will need to follow these steps to manually stop the Play Store application, clear all the Play Store data, uninstall the Play Store update, and then reinstall the Play Store update.

IMPORTANT: Before attempting to complete this procedure, make sure that you have added a Google® account to the tablet and that you are connected to a Wi-Fi network .

NOTE: Make sure the tablet date and time are correctly set before continuing. The Play Store application may not be accessible if the date or time are incorrectly set.

  1. On the desktop, tap the Home icon. Image
  2. In the upper-right corner of the desktop home screen, tap the Apps & Widgets icon. Image
  3. In the Apps & Widgets screen, tap the Settings icon. Image
  4. In the Settings screen, tap to select Apps.
  5. In the Apps screen, tap to select the All tab. Image
  6. Under the All tab, scroll to locate and then tap to select the Google Play Store application.
  7. In the Google Play Store info screen, in order, tap the Force Stop, Clear Data, and then the Uninstall updates buttons.

    NOTE: You will be presented with a confirmation prompt after tapping each button. At each prompt, tap OK.

  8. At the Google Play Store prompt, tap OK.
  9. At the Uninstall finished prompt, tap OK.
  10. On the desktop, tap the Home icon. Image
  11. In the upper-right corner of the desktop home screen, tap the Apps & Widgets icon. Image
  12. In the Apps & Widgets screen, tap the Market icon.
  13. At the Android Market is upgrading to Google Play prompt, tap the Continue button.
  14. At the prompt, tap the Accept button to accept the Google Play Terms of Service. Image

    IMPORTANT: Details of the Google Play, Google Music, Google Books and You Tube Terms of Service can all be viewed by tapping the corresponding link.

You should now be at the main Google Play Store screen.

If you are still not able to access the Google Play Store, perform a reset procedure (a Soft Reset first, and then a Factory Data Reset, if necessary) and repeat this entire process again with the original Google account:

If that still does not work you may need to try the entire process again with a different Google account.

IMPORTANT: Applications are associated with the Google account synched to the Tablet and not with the Tablet itself. This means that if the Google account associated and synched with the Tablet is changed, then any applications purchased using the old Google account will not be available. You will need to contact Google for this and all other Google account service issues.