Google Play Store- Connection Time Out- Retry?

[chomachomachoma]

I've been troubleshooting the same problem for two days.

I just got a new tablet, making it my second Android device in addition to my phone. After setting it up with the same Gmail account I use to sync my phone, everything worked fine for a couple days. I was able to access play store, download and update apps with no issues. After a couple days, I was suddenly unable to access the Play Store home screen on either device. I could still search for apps and view my apps, but that was it. For some reason my tablet was unable to download or update anything while my phone still could. This left my tablet constantly trying to connect to Google, tying up resources leading it to suck battery power and crash every few minutes.

I removed the primary Google account I use and tried a secondary account on each device. The issues did not occur with the new account on either device. So obviously, something is wrong with the connection between my primary account and Play Store.

I hit the forums and tried about everything:

1. Clearing app and system caches
2. Reset router and modem to reset network connection.
3. Changing passwords
4. Removing and re-adding primary Google account
5. Signing in and out of Hangouts
6. Startup in safe mode (eliminate any third-party conflicts)
7. Calling Google Support (They were clueless. Go figure.) https://support.google.com/googleplay/#contact=1
8. Factory reset! (I had given up at this point)

Nada. Even on a fresh factory install, the problem with the Play Homepage not appearing was still occurring. But I could now download and update on the tablet, where I could not before.

Then I tried the following:

1. Turned off both devices.
2. Turned on the tablet. Voila! I can now connect to Play Store with the tablet. Everything works fine on the tablet while the phone is off.
3. Turned on the phone, no Play Store on either device now.
4. Turned off both devices.
5. Turned on the phone, no Play Store. Turned on the tablet, no Play Store.
6. Turned off both devices.
7. Turned on the tablet. Voila! I can now connect to Play Store with the tablet. Everything works fine on the tablet while the phone is off.
8. Turned on the phone, no Play Store on either device now.
9. Gave up. Started looking at Apple products.

So, Play Store works on the tablet when the phone is off, but when the phone gets turned on, I am unable to access Play Store from either phone or tablet. Doesn't work at all on phone no matter what I do.

This obviously is not a software, or hardware problem with my devices, but rather a Google problem. Namely, their stuff doesn't work.

 

[Sonnydigs]

It's very strange for sure..
I have a Xoom Motorola tablet and it connects to the play store just fine but the N3 still will not connect.. Both are on the same Google account.. Go figure..

I reported this issue online also sent a message request for a call back, never got a response.. It's getting to be very annoying.. :-(

Hoping more people will report this issue to Google.. If there are any changes for anyone please post them here.. Thanks for all the help/support and input..

 

[Sonnydigs]

Google Play Store is now working...

Anyone have any ideas why I am unable to add a different credit card # to my play store account..
My credit card # got stolen so I need to change card #..
Let's me enter the card info but the accept button doesn't light up so I can click it..
Thanks

 

[Sonnydigs]

Worked last night for a while..
Unable to connect today..

 

[justice4all77]

VZW Moto X 4.4.2 and N7 2013 4.4.2 still unable to connect after 2 weeks now. I can use the search workaround to continue to update apps, but cannot get to the main screen still

 

[joe_fresh]

It comes and goes. Tried on 2 different wifi connections and 4g.

 

[Sonnydigs]

Working again..
I got these instructions from Google..
Didn't work when I tried it but did start to work a little later..
I have only seen play store work 4 times in the past 2 weeks..
Then only for an hr or so..

Reboot your device
Confirm that the app Google Authenticator is up to date - visit Google Play, then tap My Apps to see if you have an update available
Sign in and out of Hangouts, or Google+ Hangouts (your device should have one of these) to restore connection to our servers:
Go to your device’s app launcher, and press the either Hangouts or Google+ Hangouts app
If you’re already signed in, you can press Menu, and then touch Sign out
Launch either app again to sign in (if you are unable to sign in, please let me know)
Clear the cache of the Google Play Store app (Settings > Applications > Manage applications > All > Play Store > Clear cache)
If you're using WiFi, ensure firewalls are not blocking access to ports required for Google Play (TCP and UDP 5228)
Confirm that there is strong connectivity on your device, and contact your mobile service provider if you aren't connected

If none of these steps resolve the issue, please let me know, and I will continue to investigate the problem - any other detail you can provide about the issue and how/when it occurs will be extremely helpful.

 

[justice4all77]

I tried fixes above, I got the connection error a few times after, then after pressing retry a couple times I got into play store. I've closed the app a few times and store opened again. Going to continue to monitor but so far looking good!

Edit: Spoke to soon getting connection timed out again

 

[readhpr]

Working again..
I got these instructions from Google..
Didn't work when I tried it but did start to work a little later..
I have only seen play store work 4 times in the past 2 weeks..
Then only for an hr or so..

Reboot your device
Confirm that the app Google Authenticator is up to date - visit Google Play, then tap My Apps to see if you have an update available
Sign in and out of Hangouts, or Google+ Hangouts (your device should have one of these) to restore connection to our servers:
Go to your device’s app launcher, and press the either Hangouts or Google+ Hangouts app
If you’re already signed in, you can press Menu, and then touch Sign out
Launch either app again to sign in (if you are unable to sign in, please let me know)
Clear the cache of the Google Play Store app (Settings > Applications > Manage applications > All > Play Store > Clear cache)
If you're using WiFi, ensure firewalls are not blocking access to ports required for Google Play (TCP and UDP 5228)
Confirm that there is strong connectivity on your device, and contact your mobile service provider if you aren't connected

If none of these steps resolve the issue, please let me know, and I will continue to investigate the problem - any other detail you can provide about the issue and how/when it occurs will be extremely helpful.

Well, what do you know. Having previously cleared Google Play cache (and even the data) and completely removed my account and re-add, all to no avail, just now I rebooted, signed out of Hangouts and back in, cleared the Google Play cache, opened up the Play Store, got the connection error as usual, but then after hitting Retry actually got in. Whether it will stay fixed is another question, but this is the first I've gotten to work in over a week.

 

[Poolmankase]

I have a T-Mobile GS4 with the same problem but if I switch to a different google account my play store works fine. I have three google accounts synced to my phone and only one has an issue with the play store. I have tried all the above and I can get it to work sometimes but not often.

 

[fstarr]

I had the issues sprint note 3 4.4.2 downloaded installed. At first timed out but then worked. Thanks

 

[BlueOrbit]

I was able to fix this issue on my Note 3 by turning on Airplane mode, then turning it off. So far so good, not sure this issue will return...

 

[tiddyt]

Just thought I'd add myself to the list of those experiencing the same thing. Didn't notice it until today, but then again, I don't go to play store every day. Having problem on both my Nexus 5 and 1st Gen Nexus 7. Noticed today on my Nexus 5 while I was away from home, and figured maybe it was just a issue of play store not playing nice with T-Mobile network, but get home and not only is it also happening on wi-fi, but it's also affecting my Nexus 7. I can still get it to open to a particular app or search query by searching or clicking a link in a browser, and can bring up menu by changing screen orientation and get to "My Apps" from there. But no matter what I do it won't open to "Store Home". I've tried all the fixes and nothing has worked. Very strange.

 

[eLCruz]

Here's another odd thing... Switched accounts and one works but the other refuses to load home page. Very odd behavior! Everything else works just not home page...

Sent from Gallifrey using a Sonic Screwdriver via Tardis #5 :what:

 

[Sonnydigs]

It's still iffy for me as well.
Often I have to hit the retry button 2-3 times but usually will load..

 

[justice4all77]

Still having issues, Going on my 3rd week with the problem. Wow

 

[anon(607340)]

Same problem here, intermittent, problem present on both 4G and wifi, stock unrooted T-Mobile Note 3 running 4.4.2. Been going on ever since the update to KK so about a week now.

Sent from my SM-N900T using Tapatalk

 

[aegould]

It's been an issue even before the upgrade to KitKat.... Mine was working without issue and then bam...no access. Almost as if Google applied a security and/or permissions change on the Google Play Store server....

 

[pablo1215]

Go ahead and add me on this list, and it has been going on for more than a few days/weeks. I work for a phone company so I go through lots of phones and this doesn't work well with me because I can't load my apps that I have paid for or that are free. I had a spell for a month or so where I could download them only over a cellular connection but wifi hotspots from a smartphone still worked too because it was cellular but no landline based wifi downloads were ever successful. This is just crazy to me that it is not fixed.



Hello Pete,

Thank you for contacting Google! I am happy to help you out today.

Based on the details you provided and the options you selected, it looks like you're having issues with a "Download unsuccessful" error. "Download unsuccessful" error messages are generally a temporary issue that occurs when the Google Play Store app or the device is in a bad state. It can also occur if there is not enough space on the device for the app to install or if there are other installation problems. Please try all of the following troubleshooting steps to resolve the issue:

- Cancel the download and retry
- Ensure there is enough space on your device for the app to install
- Reboot your device
- Clear the cache of the Google Play Store app (Settings > Applications > Manage applications > All > Play Store > Clear cache) and the download manager (Settings > Applications > Manage applications > All > Download Manager > Clear cache)
- Confirm there is strong connectivity on your device, and contact your mobile service provider if you aren't connected
- Unmount and remount the SD card (visit Menu > Settings > Storage > Unmount SD card; then Remount SD card from the same menu, or restart the device if the remount option isn't available)
- remove your gmail account(s) and the re-add the account(s) (visit Menu > Settings > Accounts > Remove Account)

If you're still receiving a "Download unsuccessful" error after performing all of these troubleshooting steps, please let me know, and I'll be happy to investigate the issue further. If trying these basic troubleshooting steps did help and the issue is resolved, I'd like to let you know to expect a short anonymous survey about your support experience in the next few days; we keep trying to find ways to improve our customer support, and your feedback will definitely help.

Also, you can visit our help center at:

https://support.google.com/googleplay/?rd=1#

If you would like to speak to a live representative, please refer to the link below to use our Click-2-Call form:

http://support.google.com/googleplay/bin/static.py?page=contact.cs

Thanks,

Celeste
The Google Team

Pete James
12/4/13

to googleplay-sup.
Definitely not out of space and I have tried every one of those options. Even completely reset the device and it still is happening. Here's a screenshot of then randomly not working.


Image
Screenshot_2013-12-04-11-46-16.png

googleplay-support@google.com
12/4/13

to me
Hello Pete,

Thank you for your reply. To further troubleshoot your issue I'll be consulting our team of specialists to begin working to resolve your issue as soon as possible. As soon as I get a reply from them I'll let you know what other troubleshooting steps to try.

In the meantime, if you come across any other information that you'd like to pass along, please feel free to reply to this email.

Thanks again for your patience and understanding.


googleplay-support@google.com
12/5/13

to me
Hello Pete,

I am following up on your earlier inquiry regarding the download errors you are receiving. Since this is happening on three different devices on different connections, I have been advised by our specialist to have you try accessing the Play Store with a different account. Please let me know if you receive the same error using a different account or if that resolves the issue.


Pete James
12/5/13

to googleplay-sup.
Yeah I have tried that too. I have two accounts on all of them and still get the error intermittently.



googleplay-support@google.com
12/6/13

to me
Hello Pete,

Thanks for contacting Google! I appreciate your understanding and your patience in this matter.

I'm talking to my specialist about your case, sorry for the wait. I will get back to you as soon as I have new information to help you resolve this. If you have or find any new information that may help with your case, please feel free to send it to me.

If you have any further questions or concerns, please feel free to reply directly to this email. Also, you can visit our help center at:

https://support.google.com/googleplay/?rd=1#

Thank You,

Ashlynne
The Google Support Team

Pete James
12/6/13

to googleplay-sup.
Yeah still the same thing happening days later. Even worse now I cant access the "all" tab in the play store at all. Just times out and says retry.



googleplay-support@google.com
12/7/13

to me
Hi Pete,

Thanks for waiting for a response. It is my pleasure to be assisting you today with the error message. I apologize for the inconvenience with downloading and updating issues, so I'm happy to assist you in getting this issue resolved to the best of my abilities.

According to our records, you have been able to successfully download and update since first contacting us. If this is not the case and you're still having trouble or experiencing issues, please let me know. I'd be happy to investigate further.

Regards,

Stacie
The Google Team

no-reply@google.com
12/10/13

to me
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You're receiving this email because of your recent support interaction with Google Play.

Pete James
12/12/13

to googleplay-sup.
No your records are not correct. I am still having all of the same issues. I'm able to download an app but only after 4 or 5 tries at least. Each time it's error after error. Either 927 or 903 or 403. Just irritating that I can't download apps or update then without trying over and over and over and over.



googleplay-support@google.com
12/12/13

to me
Hi Pete,

Thanks for responding. I apologize for the frustrations you're still experiencing with the error messages. I'm doing everything I can to assist you to the best of my abilities to get this issue resolved.

I've forwarded this back to our specialist to continue to look into this to check into the error messages, and will begin working to resolve your issue as soon as possible.


googleplay-support@google.com
12/12/13

to me
Hi Pete,

Thanks for waiting for a response. I understand the frustrations with error messages. I'm doing everything I can to assist you in getting this issue resolved as soon as I can to the best of my abilities.

I'll need a bit more information from you in order to properly troubleshoot the issue you're experiencing or provide you with an answer. If you can please respond to this email and include your question, details of the issue you're experiencing (including any errors you see), or screen shots demonstrating the error message 403.

Unfortunately, I have not been able to reproduce the issue you're seeing on my own device here. Would you mind helping me further investigate by taking a look "under the hood" of your device?

You can help me by pulling the bug report from your Android device. This sounds complex, but I'll walk you through it step-by-step below.

Before you get started, make sure:
- You have access to a computer

1. On your phone/tablet go into Settings, About Phone, tap "Build Number" seven (yes 7) times. Developer options will then appear in Settings.
2. Go into Developer Options and enable Developer Options (ON/OFF switch at the top), then enable "USB Debugging" (near the bottom of the screen) and "Power menu bug reports."
3. Send the message in Gmail to yourself so you can access it on your computer.
4. On your computer, access your email and open the message you just sent to yourself.
5. Download the bugreport.txt attachment.
6. Send the file to me by attaching it in your reply to this email.

Note: The file you generate may contain information not directly related to the issue you are experiencing. Google takes your privacy and security very seriously and if you send the file to us, we will use only the relevant information you provide and only for the purposes of investigating the issue you reported. For details on our privacy practices, please visit Privacy Policy ? Policies & Principles ? Google

Thank you! This information will help our engineers investigate what is happening on your device. Let me know if you have any problems with the steps above, and I'd be happy to assist you.


Pete James
12/12/13

to googleplay-sup.


Text
bugreport-2013-12-12-02-44-41.txt

Pete James
12/12/13

to googleplay-sup.

5 Attachments

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googleplay-support@google.com
12/12/13

to me
Hi Pete,

Thanks for responding. It is my pleasure to continue to look into this issue your having. I apologize for the inconvenience and that it is taking so long to get the issue resolved, so I'm happy to assist you to the best of my abilities.

I have forwarded the screenshots onto the specialist. As soon as I hear back from them, I will send you another email. In the meantime if you have any other questions or concerns please respond to this email.


googleplay-support@google.com
12/16/13

to me
Hello Pete,

Thanks for contacting Google! It is most unfortunate that you are still having trouble with your downloads. I would like to let you know that I am still looking into your case for a solution to your issue.

I do apologize about how long it's taking to resolve your issue, but I'm working hard to find an answer for you.
If I could have you go to the link below and try downloading from there. Please let me know if you have any issues or if you are able to download without issue.

play.google.com


Pete James
12/31/13

to googleplay-sup.
So any idea on any sort of resolution or ETA? The play store let's me download and update apps fine on LTE/cellular which uses my data plan but conveniently on any WiFi it has those 927 errors when downloading and updating apps.



googleplay-support@google.com
Jan 1

to me
Hello Pete,

Thanks for getting back to me and your continued patients. Your case has been escalated, I'm just waiting to hear back from my team on a solution. I will fill them in on you being able to download over your mobile network. Any information may help , so thank you again.
Have you tried to download from the play.google.com? Please let me know if there is any new information you can get me. I will be letting my team know about your update.


googleplay-support@google.com
Jan 3

to me
Hello Pete,

Thanks for writing back with more information and for providing details about the issue you�re having on Google Play. We really appreciate you taking the time to report this - based on the information you sent along, it appears you�re experiencing issue #11112915 from our known issues page, which is characterized by:

- Errors during the download of paid apps from the Play Store
- Download issues occurring with paid apps that were never purchased on Play Store or purchased using the Google Account exhibiting issues
- Download issues occurring on a rooted device or with an account that was previously used on a rooted device

We�re currently investigating a more permanent solution, but in the meantime you can try using a new Google Account with your device.

Due to high volume of inquiries surrounding this issue, we won�t be able to keep you updated on the issue via this thread; however, you can find updates on this issue by checking our known issues page:

https://support.google.com/googleplay/answer/4430885

If the issue you�re experiencing is not as described above, please let me know so I can continue to look into your case. If you feel your case is unique and is not this known issue, any further information you can provide (device logs, screenshots, etc.) that will help us pinpoint the problem would be very helpful - you can attach them to your reply, and I�ll take a look.


Pete James Jan 3
This absolutely was the worst answer that I could've asked for. You're basica...

googleplay-support@google.com
Jan 4

to me
Hi Pete,

Thanks for writing back. I apologize for the inconvenience, but I can assure you that the previous email you received is the correct response and course of action for the issue you're experiencing. Our engineers are working toward a permanent solution. At this time, we're not able to assist you further with this issue; however, you can keep up to date at this thread:

https://support.google.com/googlepl.../support.google.com/googleplay/answer/4430885

Please respond to this email if you have any additional questions or concerns that you may have and I will be more than willing to further assist you. Also, you can visit our help center at:

https://support.google.com/googleplay/?rd=1#

Thanks,

Jason
The Google Support Team


Pete James Mar 13 (1 day ago)
So this was going on for months back in January when I came to you for help a...

googleplay-support@google.com
8:28 PM (4 hours ago)

to me
Hello Pete,

I apologize for the inconvenience, but I can assure you that the previous email you received is the correct response and course of action for the issue you're experiencing. Our engineers are working toward a permanent solution. At this time, we're not able to assist you further with this issue; however, you can keep up to date at this thread:

https://support.google.com/googlepl.../support.google.com/googleplay/answer/4430885

Please respond to this email if you have any additional questions or concerns that you may have, and I will be more than willing to further assist you. Also, you can visit our help center at:
https://support.google.com/googleplay/?rd=1#


Thanks,

Tim
The Google Support Team

 

[Sonnydigs]

Amazing to me that Google continues to ignore the problem...
Back to not working for me...