Google Play claims I don't have any devices?

Andrew Leniart
Andrew Leniart used Ask the Experts™
on
Hi Experts,

I'm a new Android user and recently purchased a Samsung Galaxy S9+ 256GB for myself. All worked fine for a while on Google Play website, where I could download any app from the store and have it installed on my phone. Recently though, I'm getting the following error whenever I try to download an app via the Google Play website:

Error on Google Play Website

I've checked and triple checked that my Phone is associated with my Google Account. So why am I getting this error and how can I resolve it? I've tried it in all browsers installed on my Windows 10 Pro box.  Microsoft Edge, Firefox, Google Chrome and Internet Explorer. Same problem with each browser. I did nothing with my Google Account that I'm aware of that should cause me to have this error. The phone is connected via USB and I can download any app I want using the Play Store icon on the phone, just not from the website?

Does anyone know why this is happening and how I can resolve it, please?

Many thanks for any help.
Comment
Watch Question

Do more with

Expert Office
EXPERT OFFICE® is a registered trademark of EXPERTS EXCHANGE®
RobOwner (Aidellio)
Most Valuable Expert 2015

Commented:
Yep, on your phone, you need set up your Google Account.

Then when you go to the Google Play store on your computer, you need to log in with the same Google Account

What exactly do you mean by "I've checked and triple checked that my Phone is associated with my Google Account"
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Author

Commented:
What exactly do you mean by "I've checked and triple checked that my Phone is associated with my Google Account"
Checked to make sure I was logged into the Google Account on my Samsung and in all browsers.

To make sure it wasn't an extension-related problem, I just fully uninstalled Chrome, re-installed with NO extensions and logged back in with my Google account email. Went to Google Play and same problem - No devices - WTF? I've now confirmed it's not any extensions I had installed.
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Author

Commented:
And yes, my phone is connected via the USB cable while I look at the Google Play Store in case ya wondering :)
Fundamentals of JavaScript

Learn the fundamentals of the popular programming language JavaScript so that you can explore the realm of web development.

RobOwner (Aidellio)
Most Valuable Expert 2015

Commented:
i think what's missing is a Google account on the phone itself.
go to settings (swipe down from the top and click the cog)
go to "cloud and accounts"
tap "accounts"
tap "Google"

what do you see?
RobOwner (Aidellio)
Most Valuable Expert 2015

Commented:
and you don't need to have your phone connected to your computer
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Author

Commented:
what do you see?

The same account email address that I'm logged into Google with in my browser. I also see "REMOVE ACCOUNT"

If I tap "Sync account", it Sync's everything without any errors.

Now what? lol
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Author

Commented:
and you don't need to have your phone connected to your computer

Problem exists if it's connected via USB or not mate :(
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Author

Commented:
Damn Androids.. never had any problems with my iPhone LOL

Edit: Maybe Google is punishing me for being an Apple user for so long <g>
RobOwner (Aidellio)
Most Valuable Expert 2015

Commented:
Problem exists if it's connected via USB or not mate :(
Correct, was just saying that connecting it is completely unrelated.

What happens if you open Google Play store on your phone?
RobOwner (Aidellio)
Most Valuable Expert 2015

Commented:
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Author

Commented:
Does your device show up on "find my phone" ?
Yep.
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Author

Commented:
ALL

Just some more info I forgot to mention.. When I download and install an App using the Play Store on the phone, and then go back to the Google Play website that said I didn't have any devices installed, it then tells me that the app is INSTALLED

Curious no? :-/
Most Valuable Expert 2013
Commented:
Andrew what do you see at https://play.google.com/settings/ ??
If your phone is there is "Visibility" checked?
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Author

Commented:
@MASQ
I think you may be onto something here! I don't see my phone, unless I'm looking in the wrong place?  Here's a snapshot of what I see.

Settings Snapshot
Also, here's a partial snapshot of "https://play.google.com/store/account"

Accounts Page
Is my phone supposed to show up on that page? If so, what could I do to make it show up?

A mate has suggested I do a hard reset of my phone and set it up all over again, but I'd really like to avoid doing that if possible.

Regards, Andrew
Most Valuable Expert 2013
Commented:
A reinstall will fix it but try resetting Play Store and/or the Google Cache on your phone before going down that route.
Make sure you're logged out of the web-browser on any PC before doing this
https://productforums.google.com/forum/#!topic/play/wYHfr3a11tQ
RobOwner (Aidellio)
Most Valuable Expert 2015
Commented:
Masq's suggestion is definitely worth trying as i had to fix Google Play recently on more than one phone.

Here's the steps to clear the data (and cache) https://support.google.com/googleplay/answer/7513003?vid=0-1040431637612-1476305197304&visit_id=1-636643840788794222-1063672246&rd=1
IT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018
Commented:
Solved!

MASQ definitely helped in pointing me in the right direction with This Comment (#a42591585)

Now I'm not sure if everything listed below needed to be done, but here are the steps I did to solve the problem.

I got these steps from a variety of websites I goggled but unfortunately didn't keep a list of them all.

  1. Logged out of my Google account on ALL browsers
  2. Cleared all History and Cache in Chrome and all other Browsers I'd logged into Google Play with
  3. Uninstalled Chrome completely from PC
  4. Closed all other Browsers on PC
  5. On my Samsung Galaxy, tapped SettingsAppsGoogle Play StoreForce Stop
  6. Then tapped on Storage after force stopping and tapped CLEAR DATA
  7. Back to Settings, tapped Cloud and accountsAccountsGoogleREMOVE ACCOUNT
  8. Shut down (Turned off the Phone) and Turned it back on again
  9. On my Samsung Galaxy, tapped SettingsCloud and accountsAccounts and logged back into my Google Account there with my Google email address
  10. Back on the PC,
  11. reinstalled Google Chrome
  12. Opened Google Chrome and Logged in to my Google Account
  13. Browsed to play.google.com and logged in with my Google Account email address
  14. Browser to https://play.google.com/settings/ and confirmed my device now showed up
  15. Devices Page
  16. All looks good now!
  17. Reinstalled and re-enabled ALL of my extensions and bookmarks I'd saved before uninstalling Chrome and tested again to make sure none of the extensions were the cause of the problem. All still working as expected
  18. Further tested fix by logging into both Google Account and Google Play account on all other browsers - Firefox, Internet Explorer, and Microsoft Edge
  19. ... Confirmed All worked fine in all browsers ...
  20. RESULT - PROBLEM FIXED!

This was a cow of a thing to fix and it took several google searches to find all of the above steps. I followed them all and it fixed the problem.

During my searches, I also confirmed that this has happened to a LOT of people, and not just with the Samsung S9, but with the Samsung S8 and earlier Samsung models.

I sincerely hope this helps other people.

Cheers...

Andrew
RobOwner (Aidellio)
Most Valuable Expert 2015

Commented:
glad you solved it mate. did you happen to check after you cleared the cache and data on the Play store app whether your phone showed up?
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Author

Commented:
My thanks to both MASQ and ROB for their suggestions. Their suggestions and links definitely helped in what I went searching for on the web. Thanks also to everyone else who particpated.

Best regards, Andrew
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Author

Commented:
did you happen to check after you cleared the cache and data on the Play store app whether your phone showed up?
No, perhaps I should have, but I was following instructions from about 4 websites and that never occurred to me.
Andrew LeniartIT Professional | Freelance Journalist | Looking for Opportunities
Distinguished Expert 2018

Author

Commented:
@joinaunion
Does it show your device as certified?
https://support.google.com/googleplay/answer/7165974?visit_id=0-636643755634882620-3453892502&p=uncertified_device&
Just for the sake of completeness, yes I did check that before I found the fix and it did say it was certified.

Do more with

Expert Office
Submit tech questions to Ask the Experts™ at any time to receive solutions, advice, and new ideas from leading industry professionals.

Start 7-Day Free Trial