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[Xperia X] not able to install Android-Support App

asked 2017-10-15 10:41:16 +0300

Raymaen gravatar image

updated 2017-10-15 19:38:10 +0300

Hi, I purchased 2 SailfishX immages via Taplet voucher and downloaded them separately. Then i installed them separately on my both xperias. Mine worked well with installing the Android-Support App (needed to do it a couple of times because of the same connectionproblems as follows), the xperia for my wife did not. I used different accounts for the Store.My account for my xperia and her Jolla1 account for her xperia.
Any time i try to install it there is a small error info: Problem with Store, generally connection problem with the server. Same with the exchange app. I tried it with different accounts already... created a new one but it also did not work. then created an other one. Same problem. Also tried it with my account. What is the Problem?

please help.

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I had this problem too immediately after the installation. I did couple of reboots and the problem went away.

I'm not sure if the reboots helped with Android and Exchange support or whether the problem was time based, but it helped clearing up the queue; you cannot install anything from Jolla Store while it was stuck with failed Android and Exchange installations.

Manatus ( 2017-10-15 11:25:45 +0300 )edit

How many restarts did you do? After aprox 8 times the store does not even show the apps as available... :-( is it a server capacity problem?

Raymaen ( 2017-10-15 11:57:26 +0300 )edit

I did maybe three restarts total. I had them installed within an hour from the first start of Sailfish X.

I'd suspect some background process problem at Jolla servers too, affecting the activation of Android and Exchange support.

Manatus ( 2017-10-15 12:42:43 +0300 )edit

Have you registered the two vouchers with the same Jolla account? It seems that more than one licence per account is not properly managed at the moment.

chalupa ( 2017-10-15 19:07:22 +0300 )edit

There is no other way than get the two licenses this way because the tabletmoney was from one account. There is no option to register the vouchers to a special account.

Raymaen ( 2017-10-15 19:35:54 +0300 )edit

2 Answers

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answered 2017-10-16 12:09:12 +0300

Keto gravatar image

updated 2017-12-07 12:25:52 +0300

jovirkku gravatar image

The Sailfish X license is tied to the account that was used to purchase it. And the extras like Android support can be only installed to a device using the account that was used to purchase the license.

If you have purchased multiple licenses with one account and would like to transfer some of them to a different account, please open a ticket in the Jolla customer care, with the purchase details and account username where you want it transferred,

Update: Using multiple Sailfish X licenses with one account should be fixed now.

Update 2: We still recommend that you would not buy several licenses for the same Jolla account but preferrably use a different account for every purchase and every Xperia device. Thank you!

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thank you for the Information! I contacted the Support this Morning. Hope you guys find time today to fix that or transfer.

Raymaen ( 2017-10-16 13:52:18 +0300 )edit

What about other Jolla Devices?

I have 4 Jolla devices: Jolla 1, Jolla C, Jolla Teblet and Xperia X. On all of this devices i have one Jolla account. This is also the same account, which i use to buy Xperia X.

So the multiple Alien Dalvik Lacinces are linked to one Jolla Account. Is it a problem atm.?

ExPLIT ( 2017-10-17 15:14:58 +0300 )edit

@ExPLIT It should not be a problem anymore, but if you have problems installing Android support on the Xperia X, please contact customer care and we'll sort it out.

Keto ( 2017-10-18 14:09:37 +0300 )edit

Is it possible to install the Android support app outside the EU zone? It looks like that my current ip address is not allowed and I cannot install the application while I have the valid login.

dralex ( 2017-10-19 01:03:33 +0300 )edit

@Keto: Do I need two licenses for my two Xperia X phones with different accounts? Or can I use one account/license for my two phones?

Leon ( 2017-12-08 03:14:03 +0300 )edit

answered 2018-09-16 04:19:45 +0300

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updated 2018-09-16 04:19:45 +0300

dgolcher gravatar image

Dear Jolla support after updating my xperia x and x peria x dual sim I lost all android support. The android icon doesn't even show in the settings screen!

I have three jolla licenses under my email, a classic jolla and the aforementioned 2 xperia models I know you guys just said the system does not handle well multiple licenses per account... I have supported you guys no questions asked ever!

But this is unacceptable and such a letdown, at this point why spend $100 on two licenses as I did? I may as well, given my hate for android and ios, just buy myself a dumb phone with that money next time around.

Daniel from Costa Rica

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Why so rude? Contact Customer Care - they should solve it. If there is a problem, then make a new account, where you can transfer one of the X-licenses.

mettska ( 2018-09-16 12:57:04 +0300 )edit

Maybe I am not familiar with Finnish etiquette but there is nothing rude in my text or my intent. Being stern as a paying customer for quality, support and convenience is not being rude. Nowhere when I bought my second license I was told it was strongly recommended to be done under another account.

I held nokia and now Jolla to the highest standards because they earned it I expect more and better from these guys not only because I have bought a Jolla a Jolla C and two xperia licenses but because they carry on they shoulders part of the Nokia excellence.

dgolcher ( 2018-09-16 19:26:51 +0300 )edit
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Asked: 2017-10-15 10:41:16 +0300

Seen: 1,454 times

Last updated: Sep 16 '18