Did you try to log in as a different user? There is a bug if you try to sign out as one user and try to sign in as another user, the certificates are not updated. If that's the case, please close the XDK and restart. The reason you are not able to update on Google Play is that you are using different certificate than you originally used to submit the app. Make sure you are using the same account and certificate. The certificate you used earlier has to be converted into new certificate schema using the "convert" button in the account settings under developer certificate.
Please see this video for details : https://software.intel.com/en-us/videos/app-certificate-management
yes , i've tried for changing user , but same , nothing happen , i cant see convert cert ..
if i make a new cert then what should i do ? change name app on google play and unpublish and submit again with "same name" ?
First off, if you want to update your existing app in the Google Play, you have to use the same app name/app ID and keystore as you used first time you published the app. Earlier versions of Intel XDK generated a default Keystore for you when you built the app. With the new more secure system, now the Keystore is associated with your account that you can manage yourself. The original Keystore that you used (generated by XDK) has to be converted to the new system. You should see the sceen like this:
See details on this doc page : https://software.intel.com/en-us/xdk/docs/intel-xdk-certificate-management#android-convert-legacy-xd...
If you have never seen this "convert" button shown in the red box in the above screenshot, you probably are using a different (newer) account. If you had converted once using the "convert" arrow and have forgotten credentials or deleted the certificate by accident then please send an email to firstname.lastname@example.org with your account username and email address.