Troubleshoot common issues

Here's how to troubleshoot problems you might have with the managed Google Play store. For complete information on using Google Play in your organization, see the Managed Google Play Help Center.

Issues with finding and installing apps  |  Issues with using and removing apps

Issues with finding and installing apps

If you haven't already, restart your device and try your task again. If you're still having trouble afterwards, try the tips in the following sections.

There are no apps available or apps are missing in the managed Google Play store

If you open the managed Google Play store, and you see a message saying there are no apps to install, it could mean that that your administrator hasn't added any apps yet. However, it can take several hours after an administrator gives access for an app to become available in the managed Google Play store.

If after several hours you still can’t see the app in the managed Google Play store, you should delete Play Store data so that it refreshes its cache.

To delete work Play Store data on devices running Android in the enterprise:

  1. Tap Settings Settings.
  2. In the Device section, tap Apps.
  3. From the account menu, select Work Profile.
  4. Scroll to and tap managed Google Play store .
  5. Tap Clear Data.
  6. Tap OK and exit Settings.
  7. Open the apps drawer.
  8. Tap managed Google Play store  and accept the terms and conditions.

If apps are still missing or not available in the managed Google Play store, you should contact your administrator.

I can see the app in the managed Google Play store, but I can’t install it
If you can see the app but the installation fails, then it could be one of the following:
  • Check that you are connected to the correct network.

    If the app is a private app, you may need to be connected to your company's network to install it.

  • The app is a paid app and all licenses have been used.

    If you try to install a paid app after all the licenses have been used, you should see an error message. In this case, contact your administrator and request them to purchase additional licenses.

I'm supposed to be able to install an app, but I can't see it in the managed Google Play store
If you're having trouble finding an app after searching the managed Google Play store, verify that your administrator has made the app available to you.
Why won't an app automatically update over a data connection?
When connected over mobile data, the managed Google Play store prompts you for confirmation before updating apps larger than 150MB. If your IT admin has enabled auto-updates on your device, you may not see this warning.

Issues with using and removing apps

An app I installed is not behaving correctly, what can I do?
If an app is defective, has performance issues, or is not behaving correctly, you can contact your administrator, who can contact the developer to resolve the issue.
The app I'm using is asking me to buy things, does my company pay for this?
No, you are responsible for any in-app purchases you make. When your administrator adds an app to the approved list, they set up app permissions such as in-app purchases, for the organization. When you install the app on your device you accept these permissions on your own behalf. If you make in-app purchases from a managed Google Play store app, you must pay for them using your credit card. Depending on your organization’s expenses policy, you might be able to reclaim the cost. You can turn on password protection in the managed Google Play store to help prevent accidental or unwanted purchases:
  1. Tap managed Google Play store .
  2. Tap Menu.
  3. Tap Settings.
  4. Tap Require authentication for purchases.
  5. Choose one of the following password settings:
    • For all purchases
    • Every 30 minutes
    • Never

      Disabling password protection may result in unauthorized purchases. We strongly encourage you to keep password protection turned on if others could have access to your device. You assume responsibility for all charges made on your account.

  6. Enter your password.
If you use the "Every 30 minutes" setting, you can review your password settings by selecting Change settings after you've made a purchase.
Why can't I uninstall an app?

Managed Google Play allows your administrator to install apps for your work profile remotely. They can use an administration policy to stop you from uninstalling certain apps. If this is the case, you will see a message stating that you cannot uninstall the app.

In addition, apps that come pre-installed on your device can't always be uninstalled. For more information, contact your administrator or go to Delete or disable apps on Android.

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