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Tips & Tricks

Troubleshoot, find support articles, run tests with the support app directly on your phone.
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"Google Play Store has Stopped" after Z5 Premium Marshmallow Update

SOLVED
Rookie
Message 71 of 122
1,651 Views
Message 71 of 122

Re: "Google Play Store has Stopped" after Z5 Premium Marshmallow Update

I have checked the other solutions and doing a factory reset i. I will just go buy another phone if I have to reset it so I have no more problems...
I love this phone so I am extremely disappointed this has happened and that there is no apparent accountability and resolution for the issue...

Adviser
Message 72 of 122
1,640 Views
Message 72 of 122

Re: "Google Play Store has Stopped" after Z5 Premium Marshmallow Update

If I perform a factory reset, will my phone revert to the old software that was installed when I bought it, or will it have the new MM in working form?

One time poster
Message 73 of 122
1,622 Views
Message 73 of 122

Re: "Google Play Store has Stopped" after Z5 Premium Marshmallow Update

I was more than happy with my xperia z5 untill this update. Not a single hickup. But, after following the various threads on the sony support site, I am very disapointed. Doing bug testing and troubleshooting is a MUST before a major roll out of a OS update. I understand if there are minor problems, such as the fingerprint scanner, but bricking a 800 dollar phone is not acceptable. It would not even be that bad if there was a way to back up photos, documents, videos, music, and such. Yes you can back things up IF you can unlock your phone, but with the UI not reponding it is a fruitless endevor. 

One time poster
Message 74 of 122
1,593 Views
Message 74 of 122

Re: "Google Play Store has Stopped" after Z5 Premium Marshmallow Update

I tried to manually update Services Google Play  & Google Play Store from the latest APK files.   

 

This has stop the 'You must update the Service Google Play' message -  but still the Google Play refuses to start Slightly frowning Face

Adviser
Message 75 of 122
1,442 Views
Message 75 of 122

Re: "Google Play Store has Stopped" after Z5 Premium Marshmallow Update

Well I bit the bullet and did a factory reset.  Since I had backups in the "cloud" my apps were all restored.  Wasn't too painful outside of the time it took.

 

Everything is working now.  No issues at all at this point, even the fingerprint scanner is working like a charm (I know some people have had issues)

One time poster
Message 76 of 122
1,377 Views
Message 76 of 122

Re: Unfortunately system ui has stopped

My Z5 phone updated the operating system yesterday.  Ever since then I got a message that Google Play Store was stopped.  That message kept showing up every few minutes.  I was following some online instructions to restore that app to the original version and now the phone is on a loop with "Unfortunately the process com,andrioid,phone has stopped" when I press ok the error message changes to "Unfortunately System UI has stopped".  I put it in safe mode but the same loop is there too. Pressing the power button to turn off brings up the power down menu but the loop is on top of that.  I can only turn off by pressing the power button and up volume.  I tried using sony companion hoping to restore to a previous backup but the program insists the phone is not connected, it claimed it could take some minutes to connect but It was about an hour later and nothing happened. 

 

Highlighted
Message 77 of 122
1,396 Views
Message 77 of 122

Re: "Google Play Store has Stopped" after Z5 Premium Marshmallow Update

I had the same problem when the Marshmallow update was released on Wednesday and I got over excited and chose to do the upgrade. Unfortunately, as soon as the upgrade finished and I got back into the main android UI, I kept getting a message that I needed to upgrade the Google Play Store and that Google Play Services kept failing. Of course, like other people have mentioned in this thread, updating the Play Store was impossible without Google Play Services working. Neutral Face

 

After trying multiple things such as clearing the cache and data of both the Google Play Services and Google Play Store, and restarting my phone multiple times, it seemed there was no use. In fact, I think I was just getting spammed even more with the Google Play service failing to start. Not only was this annoying, but I was unable to update anything on my phone or download any new apps.

 

I checked if other people were having the same problems online, and long behold people were reporting the same symptoms. So I decided to go with the factory reset route and hoped for the best.

 

To do this I first hooked my Xperia Z5 phone up to the Sony's PC Companion and followed the steps to backup my phone's setting images, videos, call logs, contacts, etc. (I believe you can do the same on your phone in Settings>Backup&Reset>More>Manual backup, and do the backup on either an SD card or online account as well, but I chose the backup to PC route through USB).

temp.png

 

After the backup finished, I went to my phone again and went again into Settings>Backup & reset>Factory Data Reset, and followed the instructions, confirming that I wanted to delete all the contents on my phone. Once the formatting finished, the phone restarted and I had to go through the same kind of setup process that you do when you get a new phone on Android.

 

Screenshot_20160326-021330.jpg

 

Once I got back into the main UI the Google Play Services errors were gone. I then removed a few of the default apps that comes pre-installed with the phone, and started tweaking setting on the phone to my liking. Next I went to the Google Play store, and hit the menu button and went to Apps & Games > My apps & Games. Then I hit the "All" tab, and started downloading all the apps Google had kept track of that I had downloaded previously (I believe for this to work, you had to initially have setup Sync App Data, under Settings>Accounts>Google>Enable Sync App Data , before the hard reset). 

 

Screenshot_20160326-021240.pngScreenshot_20160326-021321.jpg

 

Finally, after I reinstalled all my apps, I then hooked up my Xperia Z5 back to the computer, and again used the Sony companion app to restore all my previous settings, pictures, etc. from the backup I took before. Once the restore finished, I turned off my phone, and turned it back on (I did NOT 'hit' restart).

 

As annoying and lengthy this whole process was (at least 3+ hours), once I went back into the main UI after the restore, most my settings were back and all my files were restored. I had resign into most my accounts though (ex. email, Facebook, Twitter, Whatsapp, etc.). However, on the bright side all the errors were gone, the fingerprint sensor was working (after initial finger register setup), and I was on Android 6.0 - Marshmallow.

 

It terrible that this was necessary in the first place and I am very disappointed in Sony and Bell, to have released the software before testing it thoroughly (especially that they had so much time since Marshmallow released a while ago). Face with Steam from Nose I know this is not a good solution, however, I hope the steps above helps those who really want/need to get rid of the errors after the upgrade, and provides a solution that allows you to backup and restore all the files you have on your phone, along with fixing the issue. Otherwise, Sony/Bell will hopefully release a patch soon.For now it appears they removed the Marshmallow upgrade, and will be eventually rolling it again once the issue is fixed, according to their Twitter account.

 

TL: DR

Marshmallow upgrade released by Sony/Bell For Xperia Z5 and Premium broke Google Play Store and Services...

Only Fix I found (details above):

1) Make a backup of the content on your phone

2) Make sure you sync your app data with Google

3) Format your phone (DO NOT USE the Sony PC Companion to do this! Format using your phone explained above.)

4) Do the initial setup once your phone is wiped, including signing into Google

5) Let the UI load, and go to the Play Store and re-download all your apps you previously had (*Need to do this first before restore)

6) Use the backup you made previously to restore all the other content you had before

7) And presto! You now have a working Xperia Z5 with Marshmallow and all your files and settings back on your phone.

 

Sony has since taken down the Marshamllow update, good for any users who chose not to upgrade...unlike me. Worried Face

 

 

*Note: My Xperia Z5 does not have an SD card (I never add one, so I just store all my stuff on the intermal memory). Also the stuff I mention above is what worked for me, but I cannot guarantee that it will work the same for everyone else. I hope it does though!

 

Good luck, and sorry for the long post. It's my first one, but I wanted to help as much as I can since I know this is very frustrating. 

Adept
Message 78 of 122
1,215 Views
Message 78 of 122

Play store some times fails to update the apps in 6.0

Often i get the massage that play store could not install this update after downloading the update,plz give me any solution of this beacuse sony live app is not getting updated from play store I had tried many times & I had also cleaned the data of play store and google play service
Apprentice
Message 79 of 122
1,171 Views
Message 79 of 122

Re: Play store some times fails to update the apps in 6.0

I finally got mine working again after doing a factory reset with the PC companion. Initially Google could not validate my account and had to reset the password and therefore had to wait 72 hours for Google Play Service to be able to loging.

 

Restored backup, apps and contacts and all is good again and running Android 6.

 

 

One time poster
Message 80 of 122
1,128 Views
Message 80 of 122

Re: Play store some times fails to update the apps in 6.0

I had the same problems as everyone else after doing the update, but now after factory resetting the phone I have a slightly different error.  I can use the Play store to download apps but if I try to make a purchase, either through the Play store or in a game, etc., I get the error that the Google Play Store has stoppped.  I simply can't make purchases now.

 

Any thoughts?