Sony Canada pulls Xperia Marshmallow update on Google Play Store issues

by XB on 27th March 2016

in Android, Firmware, Problems

Android Marshmallow XperiaA number of Sony Xperia Z5 users have been reporting issues when upgrading to Android 6.0 Marshmallow. One of the more common problems is with the Google Play Store, which crashes as soon as you try to open it. No amount of clearing the cache, or app data will resolve the problem. The main fix is to do a clean install of the firmware, which can be a pain, especially if you do not have a backup.

This is an issue that we came across ourselves when we upgraded to Marshmallow and had to reinstall the software to fix the problem. There is a long thread of others on the official Sony Mobile Talk forums who have had a similar issue. Sony’s advice can be seen below on how to resolve the problem, but the number of complaints has led Sony Canada to pull the update until it can provide a fix. If you had the issue let us know below, including how you resolved it.

Sony’s official advice on how to resolve the Marshmallow Google Play Store issue

1. Clear the data of the Play Store. To do this on your Z5:
Go to Settings > Apps > > Show system > Google Play Store > Storage > Clear Data.

2. Disable location services. To do this on your Z5:
Go to Settings > Location > Move the slider to the Off position.

3. Reinstall the Android system.
To do this on an Xperia device, please follow the steps here.

  • Da Fuq

    I only had to update Play Services, but no issues so far.

  • HAWX

    And people were saying “Sony is taking much time to smooth out UI and fix the bugs bla bla..”

    I think Sony still could be top smartphone manufacturer but dat software man.. For years.. Sick.

  • Kadek

    Or uninstall update on google play service and play store. I knew this would happen. Same as my wife’s nexus 5 when the first marshmallow update.
    So before updating better uninstall update on both. And update them manually after updated to marshmallow

  • Malih

    Thanks, I’ll keep that in mind for when mine gets Marshmallow later

  • MoYeung

    When will Sony mobile move software development to Japan? Sweden drops the ball again.

  • Dominic81

    As a first time Xperia owner (Z5), I’ve learned two things the hard way:

    1) Just like Apple, Sony has an army of apologists, zealots and blind fanboys. And they lost their critical thinking a long long time ago

    2) Sony’s software is very underwhelming so far in my opinion (Z5).
    I’ve seen better, faster and more stable/less buggy AOSP ROMs based on CyanogenMod for the OnePlus One, Note 3 and Galaxy S3 than what Sony has provided us with since October 2015.

    I don’t believe the fanboys anymore and their rethoric. Sony is NOT taking that much time to smooth out the UI, add features and fix bugs… Sony is probably taking that much time because they’re not very good when it comes to developing and providing us with a good firmware and softwares… and I’m pretty sure many talented developers on XDA would do a better job than Sony as providing us a bug-free and feature-rich firmware if they had the right documentations/drivers.

  • GregLu

    Sorry to say that but my Z5c (Maybe it’s not a concern here, I don’t know) purchased few days ago got updated to MM without any hiccups.

    No bug of BT, WiFi or software to report, glad that I had update from my Z3c :) (Specially at a fair price – 330 EUR from due to a promotion !)

  • Shehab Skull

    I don’t have this issues… But I have another one in my fingerprint sensor, it is not working well neither on lollipop :|

  • I think they are understaffed, adapting AOSP doesn’t really look like something that could be easily done in weeks, considering they are committing into updating multiple devices. Also they seems to contribute a good amount of work back to upstream, you could see how many features that were unique to xperia devices are slowly introduced in AOSP.

    However, I am not suggesting they do perfect job though. There are still minor problems here and there in my Z5’s marshmallow update. Just identify the problems, then report them to the discussion forum. The support staffs seem to be quite attentive and helpful in that. Ranting would really get you nowhere.

  • DanB

    My update worked fine without any issues. Didn’t had bugs in lollypop and I don’t have bugs now on marshmallow.

  • Pingback: Marshmallow update for Sony Xperia Z5 at a standstill in Canada due to Play Store bug | Pocketnow()

  • jadukoralim

    Every other major phone manufacturers there are fans, that’s what they do. If you don’t know that then welcome to the real world. And you are a blatant liar, OnePlus One was far more buggy when the released the phone and its takes quite a long time to fixes the issues. And the same goes for Samsung Note 3 and S3. I owned the S3 and my friend owned the Note 3. The update they pushed for those phones are terrible. Touchwiz is always laggy and the update makes the phones almost unusable. So jokes are on you if you think that Oneplus one, note 3 and galaxy s3 were better than Z5 models.

  • jadukoralim

    Exactly. Not all models are affected by the updates. But these morons act like its the end of the world. There are always will be bug but the important thing is whether they provide the solution for it or not. And judging by the articles it proves that they does care.

  • Khillo81

    Wow. Seems I should’ve waited. Bought my z5c three weeks ago from same website for 390 euros. Oh, well. I agree with you that the phone and Marshmallow are running great. No problems for now

  • Rob Gillingwater

    No problems as usual with Xperia upgrades. I have never had a problem. Unlike both with with Samsung and latest with Apple where I have had several not least ios 9.3 which has been pulled.

  • GregLu

    It was a promotion actually (at 354 EUR instead of 444 EUR at the time of order), until 27 march or until stock lasts … And it ended before that date and a mixup was made so I ended by paying only 330 EUR, no complaint here, given that it was the price paid for my Z3c more than one year ago :) (And I was kinda tired of the white color, that’s what motivated me to change, + the price, obviously)

  • Sadman Khan

    Yep. Running great here on z5c

  • Matt

    well, its a software, bug are prone to happen if you’re updating millions of devices.

    this is the internet, a small issue will be magnified. not to say that sony is the best or they are perfect, because they are really not.

    Even so i will be lying if i dont like their products.

  • HAWX
  • Ambitious Man

    :v like ios 9.3 LOL

  • Samu VB

    I haven’t had that problem and I have the official stock firmware from spain

  • muhkuhap

    I just uninstalled them after update and then rebooted once or twice. No problem.
    Had the same “problem” before with my nexus 4 fake MM rom.

  • jag

    Yep… just update the Play Sevices. Or after a given time, play services will update by itself. Then the crashing will be gone. That easy! People nowadays!

  • joe

    Don’t like Sony than don’t like Apple = Samsung fanboy.

  • Pingback: Android 6.0 Marshmallow update for Sony Xperia Z5 being pulled following Play Store issue | 9to5Google()

  • Jamiemlange2

    “my .friend’s mate Is getting 98$. HOURLY. on the internet.”….

    two days ago new Mc.Laren. F1 bought after earning 18,512$,,,this was my previous month’s paycheck ,and-a little over, 17k$ Last month ..3-5 h/r of work a days ..with extra open doors & weekly. paychecks.. it’s realy the easiest work I have ever Do.. I Joined This 7 months ago and now making over 87$, p/h.Learn. More right Hereo!276????? http://GlobalSuperEmploymentVacanciesReportsMedia/GetPaid/98$hourly…. .?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:::::o!276……..

  • Amr Badrawy

    I have issues with BT, Wifi, Mobile internet, how could i revert back to Lollipop?

  • Kia Kiarash

    guys,does anyone here have an idea about the specific time that sony will finally!!!!! release Marshmallow for z2??!?!?!?!?!?!?! 1st sony updated z5 and z3+,then instead of updating the rest of its devices it released beta!?!?!??! conceptual firmware!!!! which is obviously baring bugs,why dont u just release it?!?!?!?! i have huge problem with my camera,whenever i open the front camera half of the screen turns out to be in diffrent color! sometimes green sometimes pink sometimes purple! sometimes white! wth is this?!!??! i hope it will be fixed on android 6!!!!!!

  • Jaissal S

    I had no issues really here in the UK. It only asked me to update the Google Play Services but there was no update. Other than that everything seems fine.

  • Brick

    Your camera is defective. Good luck.

  • Jecht_Sin

    I’m surprised that as a workaround it isn’t mentioned to uninstall the Google Play and Services updates. Those two pieces of junk tend to react badly to changes. I had the same issue after updating to Lollipop.

  • indianmeister

    Update Play Services didnt work nor Clear cache nor anything, I had to do a clean install

  • Catherinemwashington3

    “my .friend’s mate Is getting 98$. HOURLY. on the internet.”….

    two days ago new Mc.Laren. F1 bought after earning 18,512$,,,this was my previous month’s paycheck ,and-a little over, 17k$ Last month ..3-5 h/r of work a days ..with extra open doors & weekly. paychecks.. it’s realy the easiest work I have ever Do.. I Joined This 7 months ago and now making over 87$, p/h.Learn. More right Hereo!463????? http://GlobalSuperEmploymentVacanciesReportsMedia/GetPaid/98$hourly…. .?:?:?:?:?:?:?:?:?:?:?::?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:?:::::o!463…….

  • Kia Kiarash

    dude,i didnt have this problem on 4.4.4! when i upgrade to 5.1 it appeared

  • jordan

    I didn’t know sweden developed the software, do you mean just the beta testers or what?

  • jordan

    Do you have any effects on like ar or Any filters?

  • Kia Kiarash

    no dude,nothing,i have to restart the camera maybe 10 times to have it fixed! it never happened on front camera tho,and recently my battery when it reached 35% it shutdown itself! why ? i srsly have no idea

  • MoYeung

    ALL the software made in Sweden except the Japanese version sofware.

  • Tommy He

    No issue at all for any Sony updates for past five years.
    This time MM works fine on HK version of Z5C and Z5P.

    Like others, got warning saying Google Play needs update after rebooting. Well, just update it.

  • Khillo81

    Well, I don’t know if this is region-specific, but Marshmallow on my Z5C is great. I’ve had the phone for more than three weeks now and it’s going great! Moving from a Z1 I do miss the extra screen real estate; however, I always felt that the size of the Z1C was more appropriate for me and after three weeks with the Z5C, I’ve adapted to the size. The weight of the phone is amazing and coupled with the frosted glass back makes for a premium feel. The fingerprint sensor is accurate and fast (from what I’ve seen from my colleague’s iPhone 6S, it’s even faster). I do have the occasional glitch, but those are rare and far between. Battery life is the high point of this phone: I’m using the phone a lot (mostly reading and listening to music) and I end the day with more than 40%. And if you happen to buy this phone, do yourselves a favor and buy the noise-cancelling ear buds. If you happen to live in a country where those are bundled with the phone, consider yourself lucky! The reason I’m hearing so much more music these days is those ear buds! Riding the tram here, I sometimes forget that there are other people on the tram with me. I recently traveled to another country by plane and these were a life saver! Our plane got diverted to another airport and we had to ride the bus for seven hours!

  • Brendan Charles

    Oh thank god I got the update before they pulled it. It took them long enough to get the first version out. I feel bad for those who have to wait more now.

    I actually did have the google play bug but then did a fresh install of marshmallow on my device and that fixed it.

  • Hyung-Woo Jung

    I’ve used my Z5C for nearly three months. Marshmallow arrived later than I wished, but the phone both on Lollipop and Marshmallow has been a fantastic experience overall. Couldn’t be happier with my purchase.

  • Paul

    Does your Micro SD card work though?

  • Tim

    I had all the problems discussed and then some. Sony advised me to do a system repair which created additional problems. My navigation wasn’t being recognized and my audio jack wasnt recognizing my headphones.

    I contacted them again and they advised to try yet a third system repair and advised, or threatened, that if they were to repair it, it would take at least 14 business days!

    Any helpful advise on how to fix my phone since this dang update? Please help.

  • Paul

    Did you receive the OTA update today? Hopefully this will fix all the issues you’ve been having.

  • Tim

    It didn’t. I just went through yet another update and wiped out my phone. The audio jack is still not working properly! So frustrating

  • Paul

    It would be, I’ve near tried the headphone jack on mine. I’d better do so.

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