Marshmallow update prevents some Sony Xperia Z5 users from opening the Google Play Store

Marshmallow update prevents some Sony Xperia Z5 users from opening the Google Play Store
Sony's online support page is full of stories from Sony Xperia Z5 users whose phone "broke" following the recent update to Android 6.0. According to those complaining, following the installation of the new Android build, a sign pops up on the Xperia Z5 screen stating that the Google Play Store has stopped. At the same time, users of these handsets cannot open the app.

So how has Sony handled this issue? The manufacturer has suggested that if your Xperia Z5 won't open the Google Play Store following the update to Android 6.0, a factory reset might do the trick. And while it has solved the problem for some, there are still many Xperia Z5 users that still can't access the Play Store even following a factory reset. 

Based on responses to the Sony support forum, the best way to fix the problem is to sync your Xperia Z5 to the PC on your desktop, and head to PC Companion ( There, you will be able to re-install Android 6.0. This time however, you won't lose the ability to open up the Google Play Store.

Let us know if this did the trick by dropping your comment into the box below.

Thanks for the tip!

source: Sony

Related phones

Xperia Z5
  • Display 5.2" 1080 x 1920 pixels
  • Camera 23 MP / 5 MP front
  • Processor Qualcomm Snapdragon 810, Octa-core, 2000 MHz
  • Storage 32 GB + microSDXC
  • Battery 2900 mAh(17h 3G talk time)



1. Jason2k13

Posts: 1462; Member since: Mar 28, 2013

Wonder if the Sony fan boys will still use the "Sony takes there time with updates because they make sure their software is bug free" excuse

7. Wiencon

Posts: 2278; Member since: Aug 06, 2014

This is first time we hear about bugs in Sony's OS in a long time so it's still much better than others. In my experience Sony's phones are usually bug free although their camera app sucked and was crashing consistently, I hope it's fixed now

21. KONICHIWA-ANNYONG unregistered

Yep. With their Gingerbread-era cartoony 3D icons, and over-convoluted app drawer, they have the best OS. Lmao

25. Finalflash

Posts: 4063; Member since: Jul 23, 2013

Lol tragic iFans commenting about cartoony icons. The hypocrisy is down right hilarious. At least we can change it at whim lol.

11. ibend

Posts: 6747; Member since: Sep 30, 2014

there there there there.....

15. kabiluddin

Posts: 276; Member since: Feb 28, 2015

Samsung fan girls sure leaves no chance to troll Sony articles and usually they are first to comment Sony articles. I wonder if they are the one to tip phonearena for this news.

22. KONICHIWA-ANNYONG unregistered

Yes, because haters are always Samsung fans... the automatic assumption of Sony fan girls lmao.

27. kabiluddin

Posts: 276; Member since: Feb 28, 2015

Did I say haters are always Samsung fans? Since you post 40 posts per day you must have lots of free time so next time read the full comment then reply,Okay monkey boy. And Jason2k13 is a die hard Samsung fangirl, pretty much everyone knows that. And what I said is true. Sony's articles are dominated by jacka** Samsung fangirls like Jason2k13 who usually post comments like this to start a flame war.

29. Kumar123 unregistered

I 100% agree with you. And I must add that Samsung fanboys are the wrost. And look at the number of likes he gets for his comments, you can bet that 98% are from other loser samsung fanboys and paidtrolls like maherk, Papasmurf and tyrionTheShortie. Just to let you know Jason2k13, Papasmurf,tyrionTheShortie not only troll every other phone's articles they don't hesitate to attack Samsung fans who dares to criticize Samsung for something they don't like. Samsung's mobile and their fanboys both sucks.

32. Jason2k13

Posts: 1462; Member since: Mar 28, 2013

Another kid just like kabiluddin babbling nonsense like we are "paid trolls, fanboys, attackers". You talk about Samsung fanboys doing those things but you are doing the same thing, maybe google "hypocrite" if you dont know what that means. And what do you mean by 'attacking'? by harassing people and calling them names? do you have proof I say those things? Sure you can hate Samsung fanboys or fanboys in general, but by the way you talk you are no different from them and just makes you sound stupid.

30. Jason2k13

Posts: 1462; Member since: Mar 28, 2013

The fact that you're affected by that silly comment I made, makes you a 'true' die hard fangirl. You're actually calling me a 'jacka**' because i made a silly comment about a company that doesnt care about you. You need to get out of your parents basement and see the world, because calling someone names, over a company you like is very sad and disturbing.

33. kabiluddin

Posts: 276; Member since: Feb 28, 2015

By calling your own comment stupid you actually proves that calling you jacka** is the right decision. Just because you live in your parents basement that doesn't mean the same situation applies to everyone. So Maybe it's time to take your own advice and move out of your parents basement. And the last part of your comment proves that you truly are a jacka** hypocrite. Peace out jacka**.

34. Jason2k13

Posts: 1462; Member since: Mar 28, 2013

My own comment was stupid and silly, because you know... I did it on purpose? Do you also need to google the word "sarcasm" to or is English not your first language making it hard for you to understand simple phrases? Im sorry that I said something silly about your favourite brand Sony, but you don't have to take it personally have you ever considered taking a break from tech websites like this? it might help with your problems.

35. KONICHIWA-ANNYONG unregistered

Lmao... OK mate, chill. You should've mentioned that before, because otherwise, you sounded like an irrantional fanboy. Relax... Sheesh! Fanboys...

20. maherk

Posts: 6877; Member since: Feb 10, 2012

I don't like Sony, but come on. Almost every major software update comes with a couple of little issues that usually gets fixed within days, and this case is no different.

24. Xperia14

Posts: 1208; Member since: Sep 01, 2015

Sony fangirl here. I've got zero problems on my Z5, it works absolutely fantastic. But yeah, this should not have happened.

26. Finalflash

Posts: 4063; Member since: Jul 23, 2013

My Z5c is running like a dream with marshmallow. I have seen that error in the Nexus 5 though when I install a custom rom. So it is likely a problem installing google apps that is causing it.

36. KONICHIWA-ANNYONG unregistered

@Xperia14 Fangirl? Your z5 works with no problems? Of course lmao

2. zeeBomb

Posts: 2318; Member since: Aug 14, 2014

Update play services maybe? Clear cache on services + Play?

12. nodes

Posts: 1159; Member since: Mar 06, 2014

right, update play services from Play Store which you can't even open.

37. Settings

Posts: 2943; Member since: Jul 02, 2014

Open your app drawer, look for the Google settings app. Its the grey gear with a G letter on it. Thats the Play services. You can open it independent from the Play store.

3. killer7D

Posts: 551; Member since: Sep 18, 2014

Thats very shameful

4. emmawilliam834

Posts: 241; Member since: Feb 09, 2016

PCC asks for to unlock the phone.

5. syzzz

Posts: 9; Member since: Mar 15, 2016

shame on you Sony we expected much more from you!!!!

8. hansip87

Posts: 227; Member since: Nov 10, 2015

Never experienced such issue. I do clean install though.

13. nodes

Posts: 1159; Member since: Mar 06, 2014

new update, new feature.

14. Mrinal

Posts: 36; Member since: Feb 28, 2016

Users who are experiencing this issue, must uninstall updates of play store and then again download the latest version of play store, it must solve this issue. Before factory reset they must try this trick. And if not then they must wait for the next update. :/

16. keithtae

Posts: 564; Member since: Mar 25, 2015

Its a new feature for the Sony phones ok? Stop criticizing the Sony phones. I bet yall jealous of our new feature.

17. Mrinal

Posts: 36; Member since: Feb 28, 2016

I bet yall jealous of "our"new feature. You are speaking in such a manner as if its your company. Lol @_@

18. pt020

Posts: 160; Member since: Apr 08, 2014

Very irritating but not a big deal for me,mostly I look for apps on my pc and if I want to instal an app on my phone I click on Install,PC asks me where to install it... and I would choose - Z5. You can also send links from pc to phone with the app "Crome to Phone"

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