Knowledge Base Article

[FIXED] Some Fully Managed devices unable to update Play Store version

Updated: February 22nd, 2024

 

Issue:

Some Fully Managed devices running Android 11 and below have received a version of the Play Store that cannot self-update to the newest versions.

Work Profile devices, including both personally and company-owned devices, are not impacted.

Affected devices can still install and update other applications as normal.

 

This issue can be verified on the device, by long pressing the Play Store icon and tapping the info icon.  Impacted devices will have the Play Store version 35.2.19 or below.

Bugreports from these devices may also show entries as follows when attempting to update.

“PackageManager: Package com.android.vending signatures do not match previously installed version; ignoring!”

 

Current status: 

A fix has been applied to prevent additional Fully Managed devices getting into this state.

 

A recovery version of the Play Store has been developed that will correctly install on the affected devices. This is a minimal version that has one purpose: to immediately self-update to the correct, regular version of the Play Store.
This recovery version of the Play Store began rollout on Dec 8, 2023 and is now complete. Not all devices could be recovered in this way.
Note that if a device has DISALLOW_UNINSTALL_APPS restriction set then the recovery service will not be able to complete. The device will show an app named "Play Store Recovery Service" in place of the Play Store and the version code of com.android.vending will be 83540000. Remove this restriction from any such devices for 24 hours and the recovery service will complete successfully.

 

Workarounds:

On some devices, users can manually resolve the problem for their device by following these steps:

  1. Long press the Play Store icon on the home screen.
  2. Choose “App Info”
  3. Tap the three dots in the top right corner 
  4. Uninstall Updates -> Ok
  5. Open the Play Store -> Menu Icon -> Settings -> Play Store version
  6. Click Update Play Store

Message “A new version will be installed shortly”

     7. Close Play. A successful update should occur within the next few hours.

If DISALLOW_APPS_CONTROL or DISALLOW_UNINSTALL_APPS are set then the user will not be able to apply this manual workaround.

 

 

Previous update:

Read more

October 26th, 2023

Issue:

Some Fully Managed devices running Android 11 and below have received a version of the Play Store that cannot self-update to the newest versions.

Work Profile devices, including both personally and company-owned devices, are not impacted.

Affected devices can still install and update other applications as normal.

 

This issue can be verified on the device, by long pressing the Play Store icon and tapping the info icon.  Impacted devices will have the Play Store version 35.2.19 or below.

Bugreports from these devices may also show entries as follows when attempting to update.

“PackageManager: Package com.android.vending signatures do not match previously installed version; ignoring!”

 

Current status: 

A fix has been applied to prevent additional Fully Managed devices getting into this state.

 

We have also temporarily turned off the self-update ability for Play Store on the affected devices.

Engineering is currently researching a scaled solution to revert the Play Store to an updateable version.

 

Workarounds:

We don’t suggest applying any workarounds until we have exhausted the options for a scaled solution. However, if you have users who are experiencing issues now, please contact your EMM provider for support.

If needed, users can manually resolve the problem for their device by following these steps:

  1. Long press the Play Store icon on the home screen.
  2. Choose “App Info”
  3. Tap the three dots in the top right corner 
  4. Uninstall Updates -> Ok
  5. Open the Play Store -> Menu Icon -> Settings -> Play Store version
  6. Click Update Play Store

Message “A new version will be installed shortly”

     7. Close Play. A successful update should occur within the next few hours.

If DISALLOW_APPS_CONTROL or DISALLOW_UNINSTALL_APPS are set then the user will not be able to apply this manual workaround.

 

*Post updated, Oct 30th: workaround link to help guide removed and steps added directly to article

Updated 2 years ago