Frequently Asked Questions

Technical Troubleshooting

  • I cannot find a user in drop-down list

    General rule is that our app automatically takes all users from the parent site (where the app is installed) using SharePoint API.
    There could be four reasons that you cannot see the user:

    1.User should log into the SharePoint Site at least once
    User Information entries are added when a user logs into a site. So users may have a fully configured user profile and may have access to a site, but until they login they won't have a complete User Information entry.

    2.User doesn't have "Work Email" field set up correctly.
    Users without "Work Email" field cannot receive any email notification from SharePoint so we exclude them from the list.
    To resolve this issue please go to SharePoint Admin Center->Click on user profiles in the left navigation ->Click Manage User Profiles-> Search for the user who's settins you would like to modify -> Edit My Profile
    WorkEmail"
    Notice: This change is not in real-time. Please allow some time (few hours) for the changes sync to your SharePoint site.

    3.Property "Work Email" is not "Replicable" in policy settings
    Replicable checkbox must be checked. To resolve this issue please go to the SharePoint Admin Center->User Profiles->Manage Policies, then click edit on "Work Email" property and make sure that "Replicable" checkbox is checked
    policy"

    4.User doesn't have permissions to the parent site (where the app is installed)
    To resolve this issue please go to the Parent Site settings->Site permissions->"Site name" Members and add selected users.
    Permissions"

  • I don't received any email notifications

    There could be couple of reasons:
    1. The user who needs to be notified should log into the SharePoint Site where app is installed at least once.
    SharePoint policy is that User Information entries are added when a user logs into a site, so user needs to login at least once.

    2.User doesn't have "Work Email" field set up correctly.
    Please expand question "I cannot find a user in drop-down list" from this FAQ and check how to setup "Work Email" field.

    3.If you created shortcut to the app - make sure that you have done it correctly.
    Please expand question "How to create application shortcut on SharePoint site? " from our FAQ to get more info

    4.Make sure that SharePoint 2013 workflows are not blocked
    Go to SharePoint Admin Center->Settings and make sure that checkbox below is unchecked. BlockedSharePointWorkflow"

    5.Review email messages moved to the Junk Email folder in email client (i.e.Outlook).
    Users can have strict spam protection rules on workstation that moves email from our apps to the "Junk" folder.

    6.Prevent false positive email marked as spam at mail-server level (i.e. MS Exchange)
    A false positive is a legitimate email message that was incorrectly identified as spam. You can define no-reply@SharePointonline.com as "safe sender", here is more info.

    7.Check Workflow Health page to see workflow status
    To access Workflow Health page copy random app URL, remove all characters string after app name and put this string /_layouts/15/WorkflowServiceHealth.aspx
    Workflow Health URL pattern:
    https://TENANT-NAME>/sites/SITE-NAME/APP-NAME>/_layouts/15/WorkflowServiceHealth.aspx
    Sample URL:
    https://ivero-addea005cf581b.SharePoint.com/sites/developer/TimesheetPlus/_layouts/15/WorkflowServiceHealth.aspx

    If workflow is in "Suspended" state from some reason, you can Terminate it.
    WorkflowHealth"

    8.Try to re-install the app on the different SharePoint site.
    Sometimes the site where the app is installed could have custom settings that doesn't allow to send email notifications. This option should be used for newly installed apps - app reinstallation "clears" all app data.

  • I cannot install SharePoint app on my SharePoint site

    Please read the following sections, depending on the error message that you receive.
    1."Sorry, this app is not supported on your server" error when attempting to install the app on premise.
    There could be couple of reasons :
    1) SharePoint on-premise must be configured for using apps first. For more info please read question "Can I run your app on SharePoint 2013/2016 on-premise?" from our FAQ.
    2) Prerequisite is "Workflow Manager 1.0" installed and configured. Our apps doesn't work with SharePoint Foundation (free version) due to lack of Workflow Manager 1.0 support.
    3) Update your Workflow Manager 1.0 (i.e.with CU3)
    4) Check SharePoint 2013 workflow troubleshooting
    5) Go to the SharePoint Central Administration=>Services and make sure that a service User Profile Synchronization Service is started.


    2."Sorry, something went wrong. An unexpected error has occurred." or
    "Everything is fine, but we had a small problem getting your license. Please go back to the SharePoint Store to get this app again and you won't be charged for it"

    SharePoint policy is that you cannot install SharePoint app by using the System Account, so to avoid this issue you need to log in to SharePoint with a different account.
    You can also try to use different browser, some users noticed that this issue might appear on Firefox browser (try to use Internet Explorer instead)

    3."Sorry, there was something wrong with the download. Try adding it again."
    It could be language type mismatch between your SharePoint site language and app language. To solve this problem, change the language during app installation:
    LanguageError"

    You can also check ULS logs to get more detailed error message. For example the default path log location for Sharepoint 2013:
    C:\Program Files\Common Files\Microsoft Shared\Web Server Extensions\15\Logs

  • Can I run apps on SharePoint 2013/2016 on-premise?

    Yes, but SharePoint on-premise needs to be configured for using apps and Workflow Manager 1.0 must be installed and configured.
    Below are good articles about running SharePoint apps on-premise:
    Sharepoint 2013:
    Configure an environment for apps for SharePoint 2013 on-premise
    Enabling the SharePoint App Store on-premise (blog)
    Configuring your SharePoint 2013 Farm for Apps (video)
    Set up and configure SharePoint Workflow Manager

    Sharepoint 2016:
    Configure an environment for apps for SharePoint 2016 on-premise
    Set up and configure SharePoint Workflow Manager

    If you have problems with app installation (i.e. "Sorry, this app is not supported on your server") please read question "I cannot install SharePoint app on my SharePoint site" from our FAQ.

  • Where do the Users get populated from?

    Our apps get all users from the parent site (where the app is installed) by using SharePoint API.
    You can check it by adding following character string to the URL of the parent site:
    /_layouts/15/people.aspx?MembershipGroupID=0
    For example if you installed the app on the site:
    https://ivero.SharePoint.com/sites/Intranet
    final URL will looks like below:
    https://ivero.SharePoint.com/sites/Intranet/_layouts/15/people.aspx?MembershipGroupID=0

  • I'm getting a "Authorization Error"

    Probably you are using wrong link to access the app (i.e. shortcut made from random app URL).
    Correct link to access the app should have following format: (instance_id is only an example )
    Correct App URL

    You can create correct shortcut to the app by copying correct app URL:
    Copy App URL

  • How to create application shortcut on SharePoint site?

    1.Go to "Site contents", click right mouse button on app icon to copy app URL:
    Copy App URL
    2. Put link to the app on Quick Launch (left menu) or Top Nav bar by click on "Edit links":
    Copy App URL

  • How to assign regular User role?

    There is no need to assign regular User role, because this role is given by default - every user with access to the SharePoint parent site (where the app is installed) also has access to this app as regular user.
    If you want to limit access to a specific set of users, you can install app on new SharePoint sub-site with limited access.

  • How to uninstall SharePoint app?

    1. Go to the SharePoint Site Contents and click "Return to the classic SharePoint" (bottom-left corner)
    Uninstall - step 1

    2. Click three dots near app icon and select "Remove" from menu
    Uninstall - step 2

  • How can I extend my trial period?

    We cannot extend trial period remotely, because app provider doesn't have access to the customer's SharePoint env., however you can uninstall an app and install it again to "reset" 14-day period. (this operation removes all data and configuration, newly installed app is "clean" - without any data).