How to fix Google Play that won’t load properly, keeps crashing on your HTC U12/U12 Plus [Troubleshooting Guide]

Most people wouldn’t realize the value of apps like Google Play Store until they find out that it’s not working as expected. And what’s even worse is that other apps-related operations from downloads and installations to updates are likewise adversely affected. Thus, you need to do and try some ways to fix the problem and get Google Play back up and running properly again.

Tackled in this post is a pertinent issue on the HTC U12/U12 Plus Google Play app that suddenly won’t load or keeps crashing. Read on to find out what could have possibly caused such problem to occur and what possible solutions to try on your end.

But before anything else, if you have another issue with your phone, drop by our troubleshooting page as we have already addressed hundreds of issues reported by the owners. Odds are that there are already existing solutions on our website or at least, there are similar problems we already fixed. So, try to find ones that are similar or related to your problem. If you need further assistance, however, feel free to contact us by filling up our Android issues questionnaire.

How to troubleshoot HTC U12 with Google Play Services that keep crashing?

Before you troubleshoot software problems on your HTC U12/U12 Plus, check your Internet connection. Online apps like Google Play won’t be able to work as intended if your device is going through some network connectivity issues from intermittent to no Internet connection at all. Try to browse through different websites and see if you have access. If you can access websites and pages but Google Play is still crashing or not loading properly, then go ahead and try these subsequent solutions.

First solution: Restart Wi-Fi connection then soft reset your phone.

The simplest way to restart your phone’s Wi-Fi internet connection is by turning Wi-Fi off and then on again. Another way is to toggle Airplane mode on and off shortly. Both these tricks can help get rid of minor software errors that may have caused random Wi-Fi drops or intermittent connection to the Internet. So here’s what you can try doing first:

  1. Swipe up from the Home screen then tap Settings.
  2. Select Network & Internet then Wi-Fi menu.
  3. Tap the Wi-Fi switch to turn Wi-Fi off and then tap the switch again to turn it back on.

You should see a list of detected wireless networks on the screen. Make sure the correct network profile is selected. Otherwise, disconnect then switch to or connect to the correct Wi-Fi network.

If you’re relying on mobile data for your phone’s Internet connection, check and ensure that Mobile data is enabled. You can access this setting from the Quick Settings panel of your phone. Just open the panel and then tap the Mobile Data icon to enable the feature, if necessary. If it’s already enabled, then toggle the switch to turn it off and then on again. Doing so can help refresh your phone’s data connection.

As mentioned earlier, you can also toggle the Airplane Mode icon to disable and enable wireless features of your phone at once. This can also be accessed through the Quick Settings of your HTC U12/U12 Plus.

Second solution: Clear cache and data for Google Play.

Clearing the cache and data of the Google Play allows the app to have a fresh start and help clear problems. Here’s how it’s done:

  1. Open the Settings app on your phone.
  2. Tap Apps & notifications.
  3. If necessary, tap to See all apps.
  4. Scroll down and tap Google Play Store.
  5. Tap Storage.
  6. Tap Clear Cache to wipe cache from the app’s memory.
  7. Tap Clear Data to erase temporary data saved for the app.

Then launch the Google Play Store app again and try to see if it’s already able to load and work properly.

Clearing cache and data from Download Manager and Google Play Services can also help, so you should consider doing so if the problem continues after performing the aforementioned procedures.

If your Internet connection is fine, then you can also try to uninstall and reinstall Play Store updates by going to Settings-> Apps-> Google Play Store-> More menu-> select Uninstall updates then tap OK to confirm.

Third solution: Wipe cache partition on the phone.

App problems and errors can also be remedied by wiping cache partition on the phone. Doing so clears all temporary files and data that are stored as cache in the system folders or cache partition. Like app cache, system cache can also become corrupted and eventually caused certain apps or phone system to fail. Residual files from the apps you have uninstalled are also cleared in the process, thus helps your device run smoothly. To wipe cache partition on your HTC U12/U12 Plus, simply follow these steps:

  1. Turn off your phone completely.
  2. Press and hold the Power button and Volume Down button simultaneously for a few seconds.
  3. Release both buttons when the screen turns black with red and blue text.
  4. Press the Volume Down button repeatedly to scroll to and highlight Reboot to bootloader option.
  5. Then press the Power button to confirm selection.
  6. Press the Volume Down button again to highlight Boot to Recovery Mode option then press the Power button to confirm. This will prompt you with the Recovery options.
  7. Press the Volume Down button to highlight Wipe cache partition and then press the Power button to confirm.
  8. Wait until the Reboot system now option is highlighted then press the Power button to confirm and instigate device restart.

Re-attempt to load Google Play and see if it’s already able to do so. Continue to troubleshoot if it still doesn’t load or keeps crashing.

Fourth solution: Update phone software to the latest version available.

If you haven’t set your device to automatically install software updates, then you will need to check for updates manually. Your device must be connected to the Internet beforehand. Once connected, follow these steps to check for new updates to download and install on your HTC U12/U12 Plus smartphone:

  1. Swipe up from the Home screen then tap Settings.
  2. Tap System.
  3. Select About phone.
  4. Tap Software Updates.
  5. Then tap Check Now.
  6. Wait for your phone to finish searching for new software updates and prompts you with an update notification if available.

Before downloading an update, make sure your phone has ample of memory space and at least 50 percent battery life. Then follow the onscreen prompts to carry out manual software update download and installation.

Fifth solution: Delete then re-add your Google account on the phone.

Before opting for a master reset, try to remove and re-add your Google account on your device. Doing so will eliminate account-related errors that caused conflict with the Google Play Store app’s operations. To remove your Google account from your HTC U12/U12 Plus, follow these steps:

  1. Open the Settings app.
  2. Go to Accounts under Personal section.
  3. Select Google then tap the account you want to remove.
  4. Tap More then select Remove account option.
  5. If prompted, enter your device’s pattern, PIN or password to continue.

After removing your Google account, reboot your phone and then re-add your account with these steps:

  1. Open Settings app.
  2. Go to Personal.
  3. Select Accounts.
  4. Tap Account then choose Google from the given options.
  5. Follow the onscreen prompts to add your account. Be sure to enter the correct account details.
  6. Open the Google Play Store app on your phone.
  7. Then tap the Menu icon (three horizontal lines).
  8. Find the name and email address of the account you’re using on the upper part of the screen.
  9. Then tap the Down Arrow to select the preferred account to use.

After successfully adding your Google account, restart your phone again and then try to launch the Google Play Store app to see if the problem is already gone.

Other options

Performing a factory data reset can be considered the next option to deal with persistent software problems that caused Google Play to act up or stop working on your HTC U12/U12 Plus. Or you may attempt to reach out to Google Support for further assistance in performing more advanced solutions or escalate the problem to your service provider/carrier for other recommendations.


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