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Sony Xperia Z5 Premium (E6853) - Android Nougat Troubleshooter Applications

Sony Xperia Z5 Premium (E6853) - Android Nougat
Sony Xperia Z5 Premium (E6853) - Android Nougat - Troubleshooter - Applications - Step 1

Have you not yet configured an account for the use of the Play Store?

  • To download apps, you need an account for the Play Store.
  • For instructions on how to configure the Sony Xperia Z5 Premium , see the information below.

Manual: Create and configure an account

Sony Xperia Z5 Premium (E6853) - Android Nougat - Troubleshooter - Applications - Step 2

Has your account been deactivated, or have you lost your login details?

  • If you cannot remember your user name or password, please consult the Restore account page.

Link: Account restore page

Sony Xperia Z5 Premium (E6853) - Android Nougat - Troubleshooter - Applications - Step 3

Combination of user name and password incorrect?

  • If you keep getting error messages that your username and password don’t match, you might have enabled authentication in two steps. What does this actually mean?

Link: About authentication in two steps

Sony Xperia Z5 Premium (E6853) - Android Nougat - Troubleshooter - Applications - Step 4

Have you rebooted the device?

  • Many problems can be solved by simply rebooting the device.
  • Turn your Sony Xperia Z5 Premium off, reboot it and check whether the problem has been solved.
  • If you cannot reboot the device the normal way, you can also force it. To do this, hold down the power and the volume up button simultaneously until the screen goes black.
Sony Xperia Z5 Premium (E6853) - Android Nougat - Troubleshooter - Applications - Step 5

Do you have insufficient memory available for apps?

  • You can move apps to a different location (e.g. a memory card if you have one), or clear space by deleting one or more apps.
  • Both can be done from Apps > Settings > Apps.
Sony Xperia Z5 Premium (E6853) - Android Nougat - Troubleshooter - Applications - Step 6

Have you checked for app updates?

  • If you are experiencing problems with a specific app, we advise you to check for app updates.
  • Open Play Store for this, choose the list symbol and go to My apps & games. Choose the app concerned to see whether you can UPDATE it.
Sony Xperia Z5 Premium (E6853) - Android Nougat - Troubleshooter - Applications - Step 7

Are you having problems with a specific app or in-app purchases?

  • To provide feedback or request assistance for an app, please contact the developer.
  • Open Play Store for this, choose the list symbol and go to My apps & games. Choose the app concerned and scroll down to the DEVELOPER section. You will find the contact details here.
Sony Xperia Z5 Premium (E6853) - Android Nougat - Troubleshooter - Applications - Step 8

Are you looking for a refund?

  • Many Android apps are free, but some you have to pay for. You might also have to pay for extra content or services.
  • If you are dissatisfied with your purchase and would like a refund, please contact the Android support team.

Link: Contact support team

Sony Xperia Z5 Premium (E6853) - Android Nougat - Troubleshooter - Applications - Step 9

Did you install the most recent device software?

  • Your problem may be resolved through a software update. Check if a new version of your software is available.

Manual: Install software update

Sony Xperia Z5 Premium (E6853) - Android Nougat - Troubleshooter - Applications - Step 10

Have you tried a factory reset?

  • If the previous steps haven’t fixed your problem, try doing a factory reset.
  • Note: A factory reset involves deleting all personal data on the device, such as photos and messages. We recommend you create a backup before trying this.
  • See the below instructions.

Manual: Restore factory settings

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