• Troubleshooting AppManager

Troubleshooting AppManager

This article elaborates on the most common error messages or unsupported scenarios that you can encounter while using AppManager to distribute or install apps.

Make sure you check the Telerik Platform System Status page if you encounter unexpected error messages. If all services are functional, you can look at the list of common cases below. If you cannot find the problem at hand in this article, contact the Telerik support team for assistance or post in the AppManager forum.

General Troubleshooting

Cannot install an iOS app with message "Unable to Download App. [AppName] could not be installed at this time".

Explanation: This is a relatively generic message appearing when app installation on iOS fails for various reasons. The common ones are:

  • The device that attempts to install the app is not included in the app provisioning profile. If you are using a Development or Ad Hoc provisioning profile, you need to make sure that the device UDID is included in the app provisioning profile.
  • You are using a provisioning profile with a fully qualified App ID (com.[companyName].[appName]) that you have already used to sign another app. You need to either create a separate App ID and provisioning profile for each of your apps, or you need to create a provisioning profile that uses a wildcard App ID.
  • The minimum OS version specified in the app package is greater than the OS version of the device that tries to install the app.
  • Temporary problem with the internet connection.
  • Insufficient storage on the device.

Getting "App not installed. An existing package by the same name with a conflicting signature is already installed" on Android when trying to update an app.

Explanation: This happens when you are using different cryptographic identities for the two versions of your app. For example, one version was built with a debug certificate and the other one with a release certificate. In AppBuilder, this usually occurs if you build one package using the Build in Cloud option and the other using the Publish option.

Fix: If you accidentally built the second app package with a debug certificate, you can re-upload a new package and delete the incorrectly signed one. If you are not sure what certificates are used in the two packages, it is best to uninstall the app from the Android device and install it again after you make sure that the newly uploaded package in AppManager is properly signed.

App Distribution Portal Troubleshooting

"App version is not valid" message with a disabled App version field when uploading an app package.

Explanation: This happens when the app version that you specified when building your app package does not fulfill the requirements in AppManager. The version must consist of:

  • At least two numeric strings separated by a dot (e.g. 1.0).
  • At most four numeric strings separated by dots (e.g. 1.2.223.4).

Fix: Change the version of your app to one that fits these requirements, rebuild the app and upload it again in App Distribution Portal.

Cannot use a provisioning profile from secure storage with message "Watch provisioning profiles not found"

Explanation: When using the secure storage in AppManager, if your app is recognized as an Apple Watch bundle, you will still see all available provisioning profiles, but you will not be able to select one that does not include the two additional provisioning profiles for the WatchKit extension and the watch app.

Fix: Use the Browse for files option to select all required provisioning profiles from your computer.

AppManager Mobile App Troubleshooting

Users do not (always) receive push notifications.

Explanation: There are various reasons for not receiving push notifications in the AppManager mobile app. The most common ones are listed below.

  • Mobile OS vendors do not guarantee that push notifications will always be delivered. It is possible to lose push notifications without any problems on your end.
  • In iOS, push notifications can be sent only if you have uploaded a valid push notifications certificate in the Settings page in App Distribution Portal. If the certificate is missing, or incorrect, push notifications will not be sent to user devices.
  • Due to the requirement for a push notifications certificate, if a user of your account is registered in another AppManager account and has downloaded and installed the AppManager mobile app from the other account, they will not be able to receive push notifications from you.
  • If a user has explicitly disabled notifications for the AppManager mobile app on their iOS/Android device, you will not be able to send them notifications.

If the reason is one of the latter two, where notifications delivery does not depend on your actions, you can consider notifying these users about new apps and updates by sending them email notifications.

Web Catalog Troubleshooting

There are no available apps in the web catalog.

Explanation: The web catalog displays only apps that are compatible with the OS of the current browsing device. This means that, on a mobile device, only apps that are compatible with the current OS will be visible and in a desktop browser, no apps will be visible.

Fix: Browse apps in the web catalog only on the device that you are going to install them on or a similar one in terms of OS type and version.

Also, keep in mind that Opera Mini and Firefox for Android are not supported for viewing apps in the web catalog.

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