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Kudos0

2nd android ph that wont load google play, now cant reload norton

Hello, I've had a samsung Note 10+ for about 3 or 4 years. I bought it from the Samsung site, it was refurbished. I had norton 360 on it the whole time. I'm trying to access an app now in play store, which I've never used. I could not load google play, it continues to say "something went wrong" try again. I went to Best Buy and ended up buying a Samsung Flip 5, thinking it was time, and also that it might solve my google play problem. It did not. I'm getting the same message. I've been online with samsung, spent some quality time with the best buy geek squad, and was online with Norton. So I've gone thru all the steps of emptying cache/data, cking the internet, removing updates, etc etc. The best buy guy said last night he wonders if its a google problem. At this point I've uninstalled norton from my phone thinking that was the problem but it didnt fix it. So now I have 2 problems. How do I get my norton back on my phone, and has anyone heard of this issue with androids where google play just will not load? I'm about to give up on the 2nd problem (google play) but not being able to load apps is starting to affect my overall quality of life. lol.  Thank you!

Replies

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

Are you trying to access Google Play from a browser or the Google Play Store app?

You mention having Norton on the new phone? How did you get that installed? 

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

Are you signed in to Google Play?

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

No. I can not sign into Google Play because the phone wont open the app. When I try to open it I get "something went wrong, try again". If I tap the icon it pulls up chrome, my gmail account, and google drive. But it wont allow me to search or enter any apps. If I try, it says "no results found"

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

I had also responded yesterday but it just got kicked back, I had tried to respond via email. Here is yesterday's comment:

Subject: Re: [Norton Community] New comment on 2nd android ph that wont load google play, now cant reload norton

I had Norton when i transferred all data from my old phone. But i Uninstalled it thinking Norton was the one thing both phones had,  so maybe it was the glitch keeping Google play from working. Unfortunately the problem is still there,  i can't get Google play to open,  whether i click on the icon or go into my apps list under settings and hit "open" on the Google play app. So now i can't reload Norton because it needs Google play to reload the Norton app. 

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

Tapping the Google Play Store app should not open your browser. 

Here is a Google support article that covers the Play Store app and information on issues with the app.   https://support.google.com/googleplay/answer/190860?hl=en

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

Thank you for the link! Unfortunately I've already done all of those steps, as have the geek squad at best buy. I've tried to contact google directly but have not had any luck. Is there an actual support dept? All I can find is community sites.

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

I had also responded yesterday but it just got kicked back, I had tried to respond via email. Here is yesterday's comment:

You cannot reply to notification emails from Norton Community. You have to click on the link at the bottom of the reply to bring you back to the thread you started.

In the Google support link I gave there are a number of other links that go deeper in other options such as if you cannot see the Google Play Store app on your device. Did you look through all the additional links in that article?

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

I went through every option they listed, then went into all the links as well. I cant say for sure whether I missed any but it doesnt feel like I did. The techs at Samsung chat, Norton chat, and the Best Buy guys also went through a very thorough number of attempts. I feel as if I have some sort of obscure setting that is knocking all of this out without being real obvious. I do not use google drive (or maybe I should say I havent uploaded to it in a long time). Any thoughts on whether that may be an issue? I've tended toward wanting to stay "off grid" as much as possible, which is what makes me think I've got some obscure setting that is causing all this. At this point my first concern now is getting Norton back on my phone so I'm not relying entirely on Google to protect my device. Does that make sense? Thank you for your time and patience!

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

Your issue seems to be that the Play Store app is not on your device. That needs to be addressed before you can get any apps installed, as that is the only secure way to download apps.

Any chance your device has been rooted?
 

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

What does rooted mean?

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

I just looked up the definition of rooted and I'm optimistic you may be right! My Note 10+ was a refurb from the Samsung site, which I then connected to my Verizon account. It never allowed google play or apps. My new phone I bought this week, the Flip 5, was obviously set up via best buy, everything from the 10+ was transferred over. So if that is the case with the 10+, whatever that setting is must have carried over, correct? How do I confirm this phone is rooted, and can it be Uninstalled, or removed?

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

I have an appt with best buy on Thursday to have then "unroot" my phone. I'll follow up here with how it went. Thank you!

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

Any news after your visit to Best Buy?

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

Thank you for asking! No results. Best Buy emailed me and cancelled the appt, saying they cant do anything with rooted phones. I tried several attempts to call them, then emailed them, to at least ask if this could have been transferred from my older phone but they've never responded. Would you know whether the rooting is something that could have been transferred from the Note10+ when all the data was transferred over to my Flip5?

Kudos0

Re: 2nd android ph that wont load google play, now cant reload norton

Copying data from one phone to another does not copy the operating system. That is where a device gets rooted.

It took me a while to find the post I was looking for that is from a Norton employee. This post links to an app that can check your device to see if it is rooted.   https://community.norton.com/en/comment/8542938#comment-8542938 The thread is about Norton Password Manager, NPM, but the app that is noted there has nothing to do with NPM.

I think you need to try posting in the Google or Android support sites.  You have to find a reason that your Google Play Store app will not function.  This is not a Norton issue. Once you get the Play Store working, we can address installing Norton.

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