App or widget issues

App or widget missing from home screen

If a widget disappeared from your home screen, then add the widget by touching & holding an empty spot on your home screen.

If an app disappeared from your home screen, the shortcut for opening the app was removed and you just need to add a shortcut.

If an app disappeared from your list of all apps, you need to reinstall it.

App icons being replaced in favorites

If the apps in your favorites tray are being replaced by apps you haven't selected and you don't want them to change, turn off app suggestions.

App crashes, won’t open, or isn’t working

After each step, check to see if the issue is fixed:

  1. Turn your phone off and then on again.

    Press & hold the Power + Volume up buttons simultaneously, then tap Restart.

  2. Check that you have not disabled permissions for the app. If any permissions are turned off, turn them on and try using the app again.
  3. Update the app.
  4. Force stop the app. This completely shuts down the app, including any background services that may be causing your issue.
  5. Clear the app’s cache. This frees up space by removing temporary files.
  6. Clear the app’s data. This erases all data saved in this app.

  7. Contact the app’s developer.

    1. Open the Play Store app.
    2. Touch your profile icon > Manage apps & device.
    3. Touch the app and swipe down to see contact information.
  8. If all else fails, delete the app.
TipTo figure out which third-party app is causing performance problems, use safe mode.

App is slow to open

If you experience a lag when opening an app, turn on performance settings.

App disabled in safe mode

If apps are disabled because you’re in safe mode, you can’t use them until you exit safe mode.

To exit safe mode, turn your phone off and then on again.

If you can't update apps

If you see apps waiting to update or stuck in “Pending” status:

  1. Check your settings related to downloading apps:

    1. Open the Play Store app .
    2. Tap your profile icon > Settings > Network preferences > App download preference.
    3. Set your account to download over any network (especially if stuck on Wi-Fi only mode). This allows your phone to download over your mobile data connection (SIM), in addition to Wi-Fi, so depending on your mobile data plan, you may incur charges.

  2. Update the Chrome app before updating other apps:

    1. On the “Pending downloads” screen, cancel all downloads.
    2. Swipe to Chrome and tap Update.

    3. After Chrome has updated, tap Update all.

      Apps should now update normally.

Problems with app you installed

After each step, check to see if the issue is fixed:

  1. Check for updates to the app.
  2. If you can open the app, touch menu icon or more options icon > Help and look for troubleshooting information.
  3. Clear the app's cache.

  4. Go to the developer’s website for support.

    1. Open the Play Store app.
    2. Touch your profile icon > Manage apps & device.
    3. Touch the app and swipe down to see a link to the website.