question

bassel avatar image
bassel asked Bryanne Vega answered

Urgent: an already installed and working app started disappearing from devices

We uploaded a new version to our app but the update was not approved and it has denied status. But the current working and already installed version started disappearing from devices and when trying to download it it gives Error Installing app. Shouldn't the case be that when a new update is denied the last working version keeps functioning?

The issue is happening on many devices and working on a few now.

Please help in having the current version work just like it was before the denied update because the new update might take several days to fix back and forth which is enough time to make us lose our customers with so many devices out there.


App ID: 8N8FDSSVDDPTC

Merchant Id: VCHCVD135ZVV1

The working app version: 17.1

The new update that was denied: 17.2


We need to have ver 17.1 working and installing properly as it was before.


Clover FlexClover Mobile
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David Marginian avatar image
David Marginian Deactivated answered bassel commented

Hi Bassel,

I just found, downloaded and installed version 17.1 of your app on a production Clover device. I also see the app installed on a number of merchants. I don't see any issues here and cannot reproduce the problem you say you are experiencing (app being removed).

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bassel avatar image bassel commented ·

Hi David,

The problem is happening on many of our devices but not on others. Can you please check for example the following two devices:

C042UQ82050522 Flex

C021UQ72650029 Mobile


Those two devices are on the same merchant and the app disappeared from them and from many others (But not from All).

When we manually try to download the app on those devices (also after resetting them) we get installation failed.

We called Clover support on the phone and they could do nothing about it and directed us to you.


Thanks

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Bryanne Vega avatar image
Bryanne Vega answered

Ensure that your app is enabled to the appropriate devices. Just because Clover Flex (Gen 1) is enabled, it will not install on Flex (Gen 2).

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