Frequently Asked Questions

Technical Troubleshooting

  • I cannot find a user in the drop-down list

  • I don't receive any email notifications

    There could be couple of reasons, mostly related to SharePoint configuration:
    1.SharePoint 2013 workflows are disabled/blocked on your SharePoint tenant
    Go to SharePoint Admin Center->Settings and make sure that checkbox below is unchecked. BlockedSharePointWorkflow"
    Please also ask your SharePoint Administrator whether SharePoint Workflows has been disabled by using Power Shell.

    2.SharePoint Site URL where app is installed was changed
    It's known SharePoint issue that SharePoint Workflow not running after changing site URL, here is more info (section "Effects of changing a site address->SharePoint workflow 2013").
    If you use SharePoint on-premise you need to reconfigure Workflow Manager.
    If you use SharePoint Online, please create a ticket for Microsoft support (Office 365 Admin Center->Support) because only Microsoft can republish workflows in SharePoint-hosted apps, both app user and app vendor don't have such an option.
    Another workaround is app reinstallation, however this operation "clears" all app data and configuration (new instance is empty).

    3. 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.

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

    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 as "safe sender", here is more info.

    7.Check Workflow Health page to see workflow status
    To access Workflow Health page: enter the app, copy app URL from the browser's address bar, remove all characters string after app name and put this string /_layouts/15/WorkflowServiceHealth.aspx
    Workflow Health URL pattern:
    Sample URL:


    Step 1) If workflow is in "Suspended" state from some reason, you can terminate it and create another request in the app for testing purposes
    Step 2) If workflow is in "Suspended", "Canceled" or "Terminated" state, click on info icon to get detailed info
    Step 3) Click on workflow name, on page "Change a Workflow" check if one of following items is selected:
    a) "Creating a new item will start this workflow" or
    b) "Changing an item will start this workflow"

    Start Options

    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.
    Case 1. "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"
    It's caused by using an account with the "Global Administrator" role (System Account) which is not allowed to install SharePoint apps. You need to use Office account that is not a Global Administrator but SharePoint Administrator or regular user added as SharePoint Site Administrator (here is an example)

    Case 2. "Sorry, you don't have permissions to add apps here."
    The account you use to install SharePoint apps needs to have "Full Control" permission to the SharePoint Site where the app is installed. You can achieve it via membership in the Site Owners group or add a user to "Site Collection Administrators" (via SharePoint UI or Powershell) which is described here.

    Case 3. "You can't add this app here..."
    You can add the same app only once to the same SharePoint Site. Please open SharePoint Site Contents (left menu) to check if the app is already installed and also check if the app is listed under "Recycle Bin".

    Case 4."Sorry, this app is not supported on your server" error when attempting to install the app

    If you use SharePoint 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.

    Case 5. "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:

    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 2013/2016/2019 on-premise?

    Yes, but SharePoint on-premise needs to be configured for using apps and Workflow Manager 1.0 must be installed and configured. In SharePoint 2019 Workfow Manager was rebranded as SharePoint Workflow Manager (SPWFM).
    Below articles describe how to configure SharePoint on-premise to support apps:
    Configure an environment for apps for SharePoint Server
    Install and configure workflow for SharePoint Server

    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.

  • How to delete the old user from the user drop-down list?

    User list is pulled from SharePoint User Information List (built-in SharePoint feature, here is more info)
    You can enter Information List and remove user manually.
    To enter Information List you need to add following character string to the URL of the parent site:
    For example if you installed the app on the site:
    final URL will looks like below:

  • I want to update an app but the "GET IT" button is not available

    The typical symptom is that you see a button "ADD IT" with notices "Goods news, you already have this on your site".
    To solve this issue please click on "MORE ACTIONS", select the option "Recover License" and confirm. Afterward, try to update the app again.

    Cannot update 1

    Cannot update 2

  • I'm getting an "Authorization Error"

    Probably you are using wrong link to access the app (i.e. shortcut made from random app URL).
    Please use one of below methods to create an app shortcut.
    Method 1) Enter the app (first page) and copy full URL from the browser's address bar (with all parameters like SPHostUrl etc.), below is example:

    Method 2) Enter the app (first page), copy URL from the browser's address bar and remove all characters after app name, below is example:
    Required parameters will be automatically added by SharePoint.

    To pin app to the SharePoint menu, please use steps described in question "How to pin the app to the SharePoint menu or Office 365 app launcher?" from the Product FAQ (at the bottom of product site)

  • How to assign a 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 install the SharePoint app?

  • How to uninstall the SharePoint app?

    1. Open SharePoint Site where the app is installed and click on link "Site Contents" (might be located in the left or top SharePoint menu)
    Uninstall - step 1

    2. Click three dots near the app icon and select the option "Remove" from the menu
    Uninstall - step 2
    The uninstallation process usually takes 2-4 minutes.

  • How to update the SharePoint app?

    1. Open SharePoint Site where the app is installed and click on link "Site Contents" (might be located in the left or top SharePoint menu)
    Update - step 1

    2. Click three dots near the app icon and select the option "DETAILS" from the menu
    Update - step 2

    3. Click "GET IT" button
    Update - step 3

    4. Click "Trust It"
    Update - step 4

    The update process usually takes 2-4 minutes, is always free of charge, and doesn't affect app data.

    1) If the button "GET IT" is not available, please recover the license, it's described in this FAQ, the question "I want to update an app but the "GET IT" button is not available"
    2) If you see the "RENEW" button instead of the "GET IT" button and message "Sorry for the hassle, we hit a problem. Click to recover your license" you need to perform license recovery and afterward update app again.
    Process of recovering license is related to "internal" SharePoint Store licenses (it's not related to the IVERO licenses). During app installation, SharePoint Store grants a special license which is used to update apps. This license expires after 1 year and needs to be refreshed.

    1. Click button "RENEW"
    Update - step 5

    3. Click button "Continue"
    Update - step 6

    4. Click button "Purchase"
    Update - step 7

    Update or license renewal is always free of charge (you won't be charged when you click on Purchase button)

    3) If the above solutions won't help and you still cannot update the app, please make sure that you are using an account with the "SharePoint Administrator" role to update the app, but without the "Global Administrator" role, which is not allowed to install apps due to security reasons.