Mobile apps can crash for various reasons. If an app stops working, becomes unresponsive, or crashes, one of the following options may help resolve the issue. If a Google app that came with your device isn’t working, the problem may be caused by another app you downloaded.
Note: Some of the steps found in these solutions may vary on your device as Android isn’t exactly the same on every device. These solutions are written for Nexus 6 devices running 6.0 (Marshmallow) or higher. See what version of Android you have.
If a mobile app crashes, try these solutions:
After following the steps in each solution, check to see if the issue is resolved.
Restart Your Mobile Device
Sometimes, app crashes are caused by the mobile device itself, rather than a problem within the app. A simple reboot may resolve this issue.
To restart your device, follow these steps:
- Press and hold the Power button until the Power off dialog is displayed.
- Touch Power off and your device will shut down.
- Once your device is off, press and hold the Power button until the screen turns on.
Note: It’s expected that your device may take some time to reboot. If your device isn’t turning on, you may need to charge it. Most Android devices require a minimum charge of 5%.
Close Apps You’re Not Using
Apps can use memory, even when they’re running in the background and you’re not using them. If you have a lot of apps open, closing them may resolve the issue.
To close a recent app, follow these steps:
- Touch the Overview button, located in the bottom right corner.
- Swipe the app to the left or right to close it.
To stop an app from running in the background, follow these steps:
- Touch All Apps and open Settings.
- Select Apps and choose the app.
- Touch Force stop.
Check for System Updates
Some apps are only compatible with the latest version of Android. Installing system updates may ensure that an app works as intended.
To check if a system update is available, follow these steps:
- Touch All Apps and open Settings.
- Touch About phone and select System updates.
- Touch Check for update to see if an update is available.
- If an update is available, touch Download.
- Once the update is downloaded, you may need to touch Install to reboot your device.
Check for App Updates
Some app crashes might occur if you’re running an older version of the app. App updates include important fixes and improvements that may resolve the issue.
To check if an app is up to date, follow these steps:
- Touch All Apps and open Play Store.
- Touch Menu, located in upper left corner, and select My apps & games.
- Any apps that can be updated are listed under the Updates heading.
- If an update is available, choose the app you wish to update and touch Update.
- Once the update is installed, touch Open to relaunch the app.
Note: You may install all available updates at once by opening Play Store > Menu > My apps & games > and selecting the option to Update all.
Send a Report or Relaunch the App
If a mobile app crashes, stops working, or becomes unresponsive, Android might display one of the following error messages:
- Touch Report to close the app and send crash details to the app developers.
Note: A report helps developers understand and resolve issues. You may have to wait until the next update to see these fixes. See above to learn more about updating apps. - Touch Wait to check if the app starts responding again. If the app remains unresponsive, you may see the same dialog.
- Touch OK to close the app. You may want to relaunch the app to check if the problem persists.
Clear Cache or Clear Data
Apps store temporary information and personal preferences to increase performance and provide customized experiences. Sometimes, clearing this information may resolve the issue.
There are two ways to clear information:
- Clear Cache: Deletes temporary data only. Permanent files and information aren’t affected. However, some apps may take longer to load the next time you use them.
- Clear Data: Permanently deletes all app data, including files and personal preferences. Clearing data will revert the app back to its original state (how it was when you first installed it).
To clear cache or data for an app, follow these steps:
- Touch All Apps and open Settings.
- Select Apps and choose the app.
- Tap Storage and touch the Clear Cache or Clear Data button.
Note: You may clear cache for all apps by opening Settings > Storage & USB > Cached Data > and selecting OK to confirm.
Reinstall the App
Reinstalling an app may resolve the issue by ensuring that you start with the latest version and a fresh app, but uninstalling an app will erase all data in it. Backed up data isn’t affected.
Note: To avoid uninstalling and then reinstalling the app, you may want to Clear Data and revert the app to its original state. See above to learn more about clearing data.
To uninstall the app, follow these steps:
- Touch All Apps and open Settings.
- Select Apps and choose the app you wish to uninstall.
- Tap Uninstall.
Note: Alternatively, you may uninstall an app by opening Play Store > Menu > My apps & games > choose the app > touch Uninstall. A network connection is required for this method.
To reinstall the app, follow these steps:
- Touch All Apps and open Play Store.
- Touch Menu and select My apps & games.
- Tap the All tab and choose the app you wish to reinstall.
- Touch Install. Once the app is installed, touch Open to launch the app.
Still having issues? Consider these options:
Contact the App’s Developer
Many apps that you download from the Play Store, including Facebook, Twitter, Instagram, and Uber, are developed by third party developers, not Google. Contacting the developer may help resolve an issue that continues.
Learn more about contacting the app’s developer.
Reset Your Mobile Device to Factory Settings
A factory reset erases all data from the device. You may want to back up your data before performing the reset.
Follow these steps to do a factory reset for Nexus devices.
Use the Google Forum
You may want to post a question on the Google Forum to find other solutions to resolve issues. Questions related to Nexus devices can be posted to the Google Nexus Forum.
