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Can't update app on Android Device

by Technical Evangelist on ‎06-09-2016 04:45 AM - edited on ‎10-26-2019 12:33 PM by Community Manager (848 Views)

Symptoms

When trying to apply the update to Mobile Map Works app from the Google Play store the user is met with an error: "Can't update ap : Update for 'Mobile Map Works' could not be downloaded due to an error. (Error retrieving information from server. [XX-XXX-II]

Diagnosis

This can be a common error downloading from Google Play store. There is an inconsistency or corruption in the Google account attempting to do the download/update on the device. This needs to be resolved before the download/update will proceed.

Solution

*Before completing this workflow be sure to retrieve the Google account email and password as the workflow will remove and add back the account.

 

To resolve on the Android device go to Settings>Accounts and touch on the Google icon to bring up a list of accounts on the device.

  1. Under accounts touch on the account that is currently experiencing the download issue. Choose 'More' and 'Remove Account'
  2. After it is removed add it back using the 'Add Account' command submitting the email and password for the account.
  3. Go to Settings>Apps and select on 'Google Play Store' and choose 'Clear data
  4. Go to Settings>Apps and select on 'Google Play Store services' and choose 'Clear data'
  5. Go into Google Play store and attempt the download/update once again

Issue should be resolved. If the issue persists please contact technical support.

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