Connection Issues

Having trouble connecting your Google Play Console account or syncing app data? This guide walks through common connection issues and their solutions to get you back on track quickly.

Common Symptoms

Connection issues typically manifest in several ways:

• Publisher Account Not Connecting: Unable to link your Google Play Console account to PressPlay

• Apps Not Appearing: Connected successfully but your apps aren't showing up in the dashboard

• Sync Failures: Apps were visible but are no longer syncing current data

• Partial Data Loading: Some app information loads while other fields remain empty

• Timeout Errors: Connection attempts that fail after extended waiting

Publisher Account Connection Issues

Verify Google Play Console Access

Before troubleshooting PressPlay connection issues, ensure you have proper access to your Google Play Console account:

1. Log into Google Play Console directly

2. Verify you can see your apps and developer account information

3. Check that your account has Admin or appropriate permissions

4. Ensure you're not using a restricted or view-only account

If you cannot access Google Play Console directly, you'll need to resolve those permissions before connecting to PressPlay.

Authentication Timeout

If the OAuth connection process times out or fails:

1. Clear browser cache and cookies: Cached authentication data can interfere with new connections

2. Try a different browser: Some browser extensions block OAuth flows; try Chrome or Firefox in incognito/private mode

3. Check popup blockers: Ensure your browser allows popups from PressPlay

4. Disable VPN temporarily: VPN connections can sometimes interfere with Google's authentication servers

5. Wait and retry: Temporary Google API issues usually resolve within minutes

Wrong Account Connected

If you accidentally connected the wrong Google account:

1. Navigate to Settings → Publishers in PressPlay

2. Find the incorrectly connected account

3. Click "Disconnect" to remove the connection

4. Ensure you're logged into the correct Google account in your browser

5. Initiate the connection process again

App Synchronization Issues

Apps Not Appearing After Connection

If you've successfully connected your publisher account but don't see your apps:

1. Wait for initial sync: First-time synchronization can take 5-15 minutes for accounts with many apps

2. Check app status: Only published or apps in testing are synced; draft-only apps may not appear

3. Verify permissions: Ensure your Google account has access to the specific apps you're looking for

4. Refresh manually: Click the "Sync Now" button in Publishers settings

5. Check filters: Ensure you haven't applied filters that hide your apps

Outdated App Information

If app data appears stale or outdated:

1. Check the "Last Synced" timestamp on your app dashboard

2. Click "Sync Now" to force an immediate refresh

3. Verify the changes exist in Google Play Console

4. Wait for Google's API to propagate changes (can take up to 1 hour after publishing)

5. Check if you're viewing cached data; try a hard refresh (Ctrl+Shift+R or Cmd+Shift+R)

API Connection Failures

Understanding API Limits

Google Play Console enforces API rate limits. If you're experiencing repeated failures:

• Too many sync requests: Wait 5-10 minutes between manual sync attempts

• Multiple account connections: Space out connecting multiple publisher accounts

• Automated sync timing: PressPlay automatically syncs; manual syncs are rarely necessary

API Permission Errors

If you receive "Permission Denied" or "Insufficient Access" errors:

1. Verify your Google account has appropriate Play Console permissions

2. Check that you haven't revoked PressPlay's API access in your Google account security settings

3. Ensure your Google Workspace admin hasn't restricted third-party API access

4. Try disconnecting and reconnecting your account to refresh permissions

Network and Firewall Issues

Corporate Networks

If you're on a corporate or restricted network:

• Firewall restrictions: Your network may block API connections to Google or PressPlay

• Proxy interference: Corporate proxies can interrupt OAuth flows

• SSL inspection: Some networks inspect SSL certificates, breaking secure connections

Solution: Try connecting from a different network (mobile hotspot, home network) to isolate network-related issues. If successful from another network, contact your IT department about allowlisting PressPlay and Google Play Console API domains.

Browser-Specific Issues

Extension Conflicts

Browser extensions can interfere with connections:

1. Disable ad blockers temporarily during connection

2. Turn off privacy extensions like Privacy Badger or uBlock Origin

3. Disable cookie blockers or set exceptions for PressPlay and Google domains

4. Try connecting in incognito/private mode with extensions disabled

Cookie and Storage Issues

If authentication fails repeatedly:

1. Clear cookies for PressPlay and Google domains

2. Clear localStorage and sessionStorage (browser developer tools → Application)

3. Ensure third-party cookies are enabled (required for OAuth)

4. Check that your browser isn't in "Do Not Track" mode with strict settings

Multi-Account Complications

Multiple Google Accounts

If you're signed into multiple Google accounts:

1. Sign out of all Google accounts in your browser

2. Sign into only the Google account with Play Console access

3. Initiate the PressPlay connection process

4. After successful connection, you can sign back into other accounts

When Data Won't Load

Partial Loading Issues

If some data loads but other sections remain empty:

• Check specific permissions: Some data requires specific Play Console permissions (e.g., financial data requires financial access)

• New apps: Recently published apps may not have historical data available

• API limitations: Some Google Play Console data isn't available via API

• Temporary outages: Check PressPlay status page for known issues

Preventing Future Connection Issues

Best Practices

• Maintain account access: Ensure your Google Play Console account remains active and properly permissioned

• Don't revoke API access: Avoid manually revoking PressPlay's access in Google security settings

• Limit manual syncs: PressPlay syncs automatically; excessive manual syncing can trigger rate limits

• Use supported browsers: Chrome, Firefox, Safari, and Edge are fully supported

• Keep authentication current: If prompted to re-authenticate, do so promptly

Still Having Issues?

If you've tried these troubleshooting steps and still can't connect or sync:

1. Document the issue: Note exact error messages, timestamps, and steps that lead to the problem

2. Screenshot errors: Capture any error dialogs or unexpected behavior

3. Check browser console: Open developer tools (F12) and look for error messages in the console

4. Contact support: Reach out via the help widget with your documentation

Include this information when contacting support:

• Your publisher account name or ID

• Affected app package names (if applicable)

• Browser and version you're using

• Any error messages or codes

• When the issue started occurring

• What you've already tried

Connection issues are often resolved quickly once we understand the specific symptoms you're experiencing. Most connection problems are resolved through proper authentication, permissions verification, or network troubleshooting.