Fix a download, installation or opening problem

The download does not start

• Open the link in your browser and check whether the destination page loads.
• Check the connection using another page, then return to the download.
• Look for a download prompt or an existing transfer before tapping repeatedly.
• If the destination reports an error, note the message and try again later rather than opening an unrelated copy.

The transfer stops partway through

Check free storage and keep the connection active. Use your browser’s Downloads list to see whether the transfer can resume.

If you start again, wait for the new transfer to finish and open the completed file. Avoid confusing an earlier incomplete copy with the new one.

Android says the app was not installed

• Confirm that the transfer finished and the file is an Android package.
• Read the installer message and check free storage.
• If the prompt concerns a source permission, use the installation guide.
• If the message concerns an existing package or signature, use the update guide before uninstalling anything.

The app closes or stays on a loading screen

1. Close and reopenReturn to the home screen, close the app and try opening it again.
2. Check the connectionMake sure your phone can load another page and is not waiting at a Wi-Fi sign-in screen.
3. Restart your phoneA restart can help when Android is not responding normally.
4. Keep a record of the errorNote the message, Android version and the action that caused it. Use the help option provided in the app when available.

The app opens, but login fails

Treat this as an account-access problem. Use the same sign-in method you used before and check any code countdown before requesting another code.

Before clearing storage or reinstalling

Make sure you can return to your existing account. Clearing storage or uninstalling can remove local data; neither should be the first step for a stalled transfer or delayed login code.