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Andy, Computer Consultant
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Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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Pearl this is a problem i've encountered on my mobile but it

Customer Question

Pearl this is a problem i've encountered on my mobile but it is google related. Can you help
JA: What kind of computer do you have?
Customer: The Mobile is a LG3
JA: Have you installed any updates recently?
Customer: yes but my problem is with my email app. I can't access my email account and this has been a problem for months.
JA: Anything else you want the computer expert to know before I connect you?
Customer: The email address is the same as my google account which i can sign on to without incident
Submitted: 10 months ago.
Category: Computer
Expert:  Michelle replied 10 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  Michelle replied 10 months ago.

Let me know the problem a bit more in details.

Customer: replied 10 months ago.
Thank you Michelle. I make sure Data is on and am connected to google.com. hit the email icon and nothing happens. it is if my email address does not exist.
Expert:  Michelle replied 10 months ago.

Try opening a web browser and open google or yahoo that will confirm the data service is working or not.

Customer: replied 10 months ago.
I have opened google then hit th email icon. screen appear called select email provider. choices are Microsoft exchange and other
Expert:  Michelle replied 10 months ago.

open yahoo and search the web for anything and confirm that the internet is working after that i will give you more steps.

Customer: replied 10 months ago.
yahoo search works as well
Expert:  Michelle replied 10 months ago.
  1. Go to Applications > Email. The Email screen will open.
  2. On the Email screen, bring up the settings menu and tap Accounts. The Accounts screen will open.
  3. Press and hold the Exchange Account you want to delete until the Menu window opens.
  4. On the Menu window, click Remove Account. A Remove Account warning window will open.
  5. On the Remove Account warning window, tap OK or Remove Account to finish. You have successfully deleted your Exchange account.
Expert:  Michelle replied 10 months ago.

Follow the steps on your phone to remove the account first after removal restart the phone and start adding the email account.

Customer: replied 10 months ago.
I've opened settings & apps there is no downloaded app called email
Customer: replied 10 months ago.
I found an email app in mobile data
Expert:  Michelle replied 10 months ago.

remove the email and restart the phone.

Customer: replied 10 months ago.
can't view email app settings...the button is faded therefore not active
Expert:  Michelle replied 10 months ago.

if you have data on the phone use superbackup and back them up on sd card and then do a factory reset to the phone.

Customer: replied 10 months ago.
mobile data is at limit so can't do what you propose
Expert:  Michelle replied 10 months ago.

its is nothing to do with mobile limit the only mobile data will be use is the superbackup from the app store.

Customer: replied 10 months ago.
ok please guide me though this procedure
Expert:  Michelle replied 10 months ago.

open apps store from the home screen

Customer: replied 10 months ago.
is that google app or google play store
Expert:  Michelle replied 10 months ago.

google play store.

Customer: replied 10 months ago.
open
Expert:  Michelle replied 10 months ago.

press the search icon and type in superbackup you will see a green colored hard drive install that.

Customer: replied 10 months ago.
stll there Michelle?
Expert:  Michelle replied 10 months ago.

yes

Customer: replied 10 months ago.
are you waiting for me to do something?
Expert:  Michelle replied 10 months ago.

press the search icon and type in superbackup you will see a green colored hard drive install that.

Customer: replied 10 months ago.
can't find a search icon in google play store what's it look like & where should I look?
Expert:  Michelle replied 10 months ago.

have you opened google play store?

click on the search box where is say google play then you can type.

Customer: replied 10 months ago.
the only boxes I can see are titled... Force stop... Uninstall updates... Disable etc etc I'm assuming until now i have Google Play store open
Expert:  Michelle replied 10 months ago.

you have to open Google Play store

Customer: replied 10 months ago.
How do I do that?
Expert:  Michelle replied 10 months ago.

go back to the homescreen and look for google play store icon click on it to open.

Expert:  Michelle replied 10 months ago.

i can call you if you need a phone assistance.

offer has been sent.

Customer: replied 10 months ago.
I have retured to what I think is the open google play store. I'd rather correspond using this method hears not so good
Expert:  Michelle replied 10 months ago.

no problem let me know when google play store is open.

Customer: replied 10 months ago.
I think it is open, still seeing what I saw before
Expert:  Michelle replied 10 months ago.

do you see a microphone icon on the top

Customer: replied 10 months ago.
no
Expert:  Michelle replied 10 months ago.

install google play store first and then let me know.

Customer: replied 10 months ago.
the google play store app which i'm looking at must be installed as there is an option to uninstall or disable
Expert:  Michelle replied 10 months ago.

you can connect the phone to a computer and the backup your phone data. Once done let me know.

Customer: replied 10 months ago.
Sorry Michelle that doesn't appeal to me at all. Once my email was accessible & now it isn't. Your options seem extreme to me.. I can access emails via Google mail but it is an inferior option given previous choices I had.. Maybe using google mail we could reverse it back to be accessed from the email icon
Customer: replied 10 months ago.
Are you still with me Michelle?
Customer: replied 10 months ago.
sorry you can't help
Expert:  Michelle replied 10 months ago.

I am sorry but i have provided you all possible steps, I gave you phone option and remote option too. i can only give you steps on the chat session and if things are not working opt for a phone support or a remote support. Google play is a standard icon on all android phones.