The download does not start
Check your connection and open the download route in your regular Android browser. If you came from a messaging app’s built-in browser, use its menu to open the page in your normal browser. Review any browser prompt and check Downloads before tapping again.
A new page may open before the file is offered. Wait for that page to load and use the download control it presents. If the page is incomplete, record what you see and try once after your connection is stable.
The file is missing or still downloading
Open the browser’s Downloads list. Look for a paused transfer, an error or a completed file. Your file manager may also have a Downloads folder. Avoid relying on an old notification: it can refer to a previous file.
If a transfer failed, check available storage and the network before starting it again. Don’t keep several incomplete copies downloading at the same time.
Android says “App not installed”
Confirm that the file finished downloading and that storage is available. Then check whether an older installation already exists. Compatibility and signing conflicts can both prevent an update, so the error message alone does not identify the cause.
Follow the installation steps for source-specific permission. Keep device security protections on, and use the file checks if the source or identity looks unexpected.
The app opens and then closes
Close the app, restart your phone and try once more. Check for a system update available for your device and read any in-app update prompt you can reach. Keep enough free storage for normal operation.
If the problem repeats, record your phone model, Android version, visible app version and the point where the app closes. Avoid clearing app storage while account access is uncertain.
You cannot reach your account
Use our sign-in help for connection, keyboard and recovery checks. Don’t enter account credentials into search results, public comments or a support form you have not verified.
Before you reinstall
Make sure you can access your account through its usual sign-in method and understand what is stored only on the device. If you are unsure, use the help entry available in the app. Reinstallation is not the first step for every error.