We provide full support for all of our applications.  If you are having trouble installing or using any of our apps please review our selection of FAQ's below for guidance.  If you are unable to find what you are looking for please do not hesitate to contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. and we will do our best to assist you.

Google Play is unable to retrieve your license message


Applies to the following products ONLY:   Crystal Guide Pocket EditionCrystal WidgetGem Carat Weight CalculatorTropical Fish Guide Pocket EditionTropical Fish WidgetVet Nurse Quick Reference



Problem

You are receiving "Google Play is unable to retrieve your license at this time.  Please ensure that an internet connection is available and try again." when launching the app.


Why Am I Seeing This Message?
To allow the app to work offline between license checks, a temporary (cached) license is stored on the device for 14 days.  Once this temporary license expires, an automatic renewal is performed by the Google Play License servers, which involves retrieving a very tiny amount of data from the Google Play servers.  

If a data connection is not available when the license renewal is due, you will be prompted by the app to enable an internet connection.  If an internet connection is already available, then this process will occur automatically without any interruptions/prompts and another 14 days of offline use is granted. 


Solution
Ensure that you have a functional internet connection on your device and try again.  If you are certain that you have connectivity, but are still receiving this message, then the Google Play Store framework may have stopped functioning correctly on your device.  Please follow the steps below to reset the framework:

Open the Android app drawer (where your apps are).
Choose 'Settings', then 'Apps' (older devices may be 'Applications -> Manage Applications').
Scroll across to 'All' and select 'Google Play Services'.
Press 'Clear data' followed by ok.
Press back and this time select 'Google Play Store'.
Press 'Clear data' followed by ok.
Restart your device and try loading the app again.

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