1. Android Central Question's Avatar
    I've had this phone for about a year or a bit longer than a year, it was working perfectly before that. When I got the new Marshmallow update and it completely ruined it I can't open the app store or download anything without it crashing. My galley has also turned to black and not load every since and/or will crash immediately. I've looked everywhere and cant find an answer for this ANYWHERE. I really want my photos back and to be able to download from the app store. What can I do? I didnt back up my photos either (when I thought I did) is it hopeless? Please help!
    07-29-2019 02:56 AM
  2. belodion's Avatar
    Try a Cache Partition wipe, which does not affect your personal data. Tell us what effect that has.
    Viinx likes this.
    07-29-2019 05:31 AM
  3. B. Diddy's Avatar
    Welcome to Android Central! Which ZTE phone? Marshmallow is 3 full versions behind the current Pie, so it's puzzling how you could've just gotten this update now. Was it pushed over-the-air to your phone, or did you download it from some website and install it manually?
    Viinx likes this.
    07-29-2019 08:52 PM
  4. Viinx's Avatar
    It is a ZTE Grand X 4 phone and I got the update when my phone said it had a system update like usual. Nothing seemed out of the ordinary so I went ahead and updated it
    07-29-2019 11:07 PM
  5. Viinx's Avatar
    I tried this and it didn't change anything. My gallery still hasnt loaded and my play store still crashes
    07-29-2019 11:08 PM
  6. mustang7757's Avatar
    I tried this and it didn't change anything. My gallery still hasnt loaded and my play store still crashes
    Sounds like the update didn't go well, have you considered factory reset?
    Viinx likes this.
    07-29-2019 11:10 PM
  7. Viinx's Avatar
    I have considered it, but the two reasons why i haven't yet is 1. I had forgotten my password and still cant figure it out and 2. I was hoping to find a way to save the photos.
    07-29-2019 11:12 PM
  8. mustang7757's Avatar
    I have considered it, but the two reasons why i haven't yet is 1. I had forgotten my password and still cant figure it out and 2. I was hoping to find a way to save the photos.
    Understandable well maybe I can help.
    Long press play store>app info tap>clear data if can ,cache then force stop.
    Do same for gallery and let me know
    07-29-2019 11:18 PM
  9. B. Diddy's Avatar
    You forgot your Google password, or the phone's lockscreen password? If the latter, how are you actually using the phone -- isn't it asking you to unlock the screen?
    07-30-2019 12:04 AM
  10. Viinx's Avatar
    I forgot the phone lockscreen password. I'm using the phone by putting in my fingerprint . In order to factory reset it I have to know the phone lockscreen password
    07-30-2019 12:58 AM
  11. Viinx's Avatar
    I did all of this and no change. HOWEVER! I was able to back up my photos in Google photos and will update how that goes
    07-30-2019 01:00 AM
  12. B. Diddy's Avatar
    You might run into problems getting into your phone sooner rather than later, because most Android phones will ask you periodically for your backup password/PIN, even when the fingerprint sensor is working normally. It's a common security measure.

    Not sure what else to suggest to you. I still think it's strange that you've had this phone for a year, and it only just got a system update to a version from 4 years ago.
    07-30-2019 01:11 AM
  13. Viinx's Avatar
    That's fine, thank you so much for your help and if I figure out anything else that may help someone else with this problem I'll update
    07-30-2019 01:16 AM

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