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The problem is not my computer, it is my phone. I suddenly…

Customer Question
The problem is not...

The problem is not my computer, it is my phone. I suddenly get the message that "Unfortunately Google Services Framework has stopped." With a little note at the bottom which says 'OK" and sometimes says report

Technician's Assistant: Just to clarify, what's the make and model of your machine, and what operating system are you running?

I have a phone that has a M on the back. I have no idea what opering system it uses. I am not good at any of this

Technician's Assistant: Have you installed any updates recently?

No

Submitted: 8 months ago.Category: Computer
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Answered in 2 minutes by:
11/13/2017
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago
Suhasini Velu
Category: Computer
Satisfied Customers: 640
Experience: Engineer at CSS Corp Pvt Ltd
Verified

Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

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Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

May I know what is the brand and model number of your phone?

Before we proceed with any troubleshooting,please once restart your phone.
Let me know when this is done.

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Customer reply replied 8 months ago
I turned off the phone and turned it on again and now it seems to be working
Customer reply replied 8 months ago
Are you still there?
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

May I know what is the brand and model number of your phone?

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Customer reply replied 8 months ago
It is a moto and says powered by android
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Great, is your phone connected to internet right now?

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Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Please go to google play store on your phone and try to update google play services.

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Customer reply replied 8 months ago
I am at the Google Play Store and cannot find google play services
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Once that is done please again try to restart the phone.

That should mostly fix the issue.

If not, let me know we will try to clear the cache.

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Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Please wait.

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Customer reply replied 8 months ago
I am waiting
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Please go to settings>apps>click on google play services

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Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Let me know if you see that.

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Customer reply replied 8 months ago
I am there
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Click on force stop.

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Customer reply replied 8 months ago
I see a box that says force stop but I do not know how to click on it
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

And restart the device. If problem still exists.

Please do the following.

Settings>Scroll down to very bottom>About my phone>system Update

If there is any system update please do, an older version of android could cause this problem.

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Customer reply replied 8 months ago
There is no about my phone
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Go to settings again.

What is the last option do you see under settings?

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Customer reply replied 8 months ago
about phone
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

click on it please.

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Customer reply replied 8 months ago
I clicked on it
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Click on system update if you see that.

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Customer reply replied 8 months ago
I did and got this message "This update is only available to download over Wi-Fi. and then more about how to connect to Wi-Fi.
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Then that should definitely be an older android version.

Seems you may have to connect with a WiFi connection in order to do the update.

So that we could get rid of that message.

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Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Do you have WiFi connection?

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Customer reply replied 8 months ago
I do not have WiFi and do not want it
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

So that we could connect with it and do the software update on your phone

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Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Because the software update would take a longer time to download and a large amount of data.

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Customer reply replied 8 months ago
What do I do now since I do not have Wi-Fi?
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

You may try to reset your phone but I wouldn't recommend that since that could erase all the data on the phone.

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Customer reply replied 8 months ago
But how would I use Wi-Fi to get the download if I do not have Wi-Fi? I have no idea how to do it..
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Do you have a router in your home?

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Customer reply replied 8 months ago
What is a router?
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

May I know who is your internet provider?

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Customer reply replied 8 months ago
Cable One
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

If you are working on a computer,How is your computer connected to the internet?

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Customer reply replied 8 months ago
By some type of wires
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

I believe you may have a WiFi connection. Could you please check if there is any kind of boxes where these cables will be connected to.

If you find something like that.

Let me know the name and model number on it.

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Customer reply replied 8 months ago
I have a thing that I know is the connection to the computer. It is about 8 inches high and 2 inches wide, and 10 inches long and has lights on the front. surfboard(###) ###-####
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

That should be a router, the model number will start with tg or sb something like that please check.

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Customer reply replied 8 months ago
SBG6580
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

That is a router!

That's awesome!

Please call cable one and verify your WiFi name and password ***** them.

They will be able to find that on your router.

So we can connect your phone with that and do the software update on your phone.

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Customer reply replied 8 months ago
I need to go now, can I do that later and reconnect with you then?
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

Sure, you can.

If am available I'll respond to you ASAP.

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Customer reply replied 8 months ago
As I look at the router I see this -- "Wi-Fi security key Sa6f c2b6 f156 bca4 fc39 -- is that what you need?
Customer reply replied 8 months ago
Should I stay on here to wait for a reply now
Tech Support Specialist: Suhasini Velu,
 replied 8 months ago

No please verify with your cable one first.

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