When an app does not run
The install button stays gray, a widget cannot be placed in the editor or stays empty, and you are looking for the cause.
7 minute readAppsUpdated: 10/25/2026
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Before you start
- For
- Anyone who installs, uses, or maintains an app. Most solutions need an owner.
- Where in the portal
- Apps › My apps › Needs attention filter
Look in the first column for what you see: the message verbatim, the status in My apps, or the behavior in the scene editor. The most common cases are at the top. The Needs attention filter in My apps shows all apps where something is pending.
Widgets cannot be placed or scenes do not play
| Symptom | Meaning | Solution |
|---|---|---|
| An app’s tile in the scene editor palette shows Update waiting and cannot be placed | An update of the app is waiting for your decision. Scenes that already show the app keep running on the current version. | Click the tile, or click Decide in My apps, and decide in the Update tab, see When an app update is waiting for your decision. After that, the widgets can be placed again immediately. |
| An app’s tile appears dimmed in the palette | The app shows Not in your package, or we have switched it off. | See the rows below. |
| The palette says No apps installed (“Install an app to insert its widgets here.”) | No app with widgets is installed yet. | Click Discover apps and install an app, see Install or book an app. |
| Status Update waiting in My apps | A new version needs your consent, for example because of new permissions or terms. Until then the app keeps running on its current version. | Click Decide and decide with Accept or Decline in the Update tab, see When an app update is waiting for your decision. |
| Status Not in your package with “The app belongs to the Pro package. …” or “The booking for this app has ended. …” | Your package no longer includes the app, or the booking has ended. Settings and data are kept. | Click View packages: a larger package or a new booking unlocks the app again immediately, see What do you pay for: packages, seats, and add-ons?. |
| A scene carries the Blocked badge (“This scene is currently not playing”) | The scene uses an app that your package no longer includes. It drops out of programs and rotations, but it can still be edited. | Click Remove app from scene and then publish (“Widgets removed — publish now so the scene plays again”), or click View packages. |
| A widget shows no data, and the preview reports “1 widget has no data yet” | The app’s setup is not complete (for example no location, no address, no weekly plan), or the app cannot reach its source and shows the last state it loaded. | On the app’s page, in the Overview tab, complete the open steps under Setup, see Manage data areas. If it is a source issue, wait. |
| Not everything runs on this display with a sentence such as “According to its publisher, Pharmacies on duty does not run on LG webOS. The assignment applies anyway.” | A published scene of the assigned content uses an app that does not support the display’s device type. | Check in the app’s listing under Runs on which device types it supports, and assign this display content without the app. |
| The content does not appear on the display although the app is running | The cause usually lies with the scene, the program, or the display. | See Content does not appear. |
Installing does not work or the package does not fit
| Symptom | Meaning | Solution |
|---|---|---|
| Install stays gray in the dialog | The required checkbox is not selected. | Select the checkbox, see Install or book an app. |
| Ask the owners to install appears instead of Install | Only owners may install. | Send the request, see Ask the owners to install an app. |
| The action card has no button, only a sentence | Your role may neither install nor ask, the request has already been sent, or the app is switched off. The sentence states the reason. | Read the sentence. If a permission is missing, see No access, a grayed-out button, a locked area. |
| “From Pro” with a sentence such as “Calendar is part of the Pro package.” or the message “This app is only included from a larger package.” | Your package does not include the app. | Click View packages, see What do you pay for: packages, seats, and add-ons?. |
| “This app is paid and must be booked first.” | An add-on app. It is not part of any package. | Book and install leads to the Order page, see Install or book an app. |
| “The order could not be completed. Please try again.” | The booking of the app was not accepted. | Check the payment method, see When a payment, order, or package gets stuck. |
| “No further apps can be installed at the moment.” | No further app fits in. | Uninstall an unused app. The Not in scenes filter helps you find one, see Uninstall an app. |
| “The app is already installed.” | The app already belongs to your organization. | Click Open app. |
| “This app is not available for your organization.” | The app is not released for you. | Ask us. |
| “This version has been retired and can no longer be installed.” | The offered version is no longer delivered. | Nothing to do. If a new version appears, the app can be installed again. |
| “We have switched the app off for the time being.” or the status Switched off on an installed app | The app is paused for all organizations. Settings and data are kept. | Wait. The app comes back with its data. |
| “The permissions of the app have changed. Please reload the page.” | A new set of permissions arrived between display and confirmation. | Reload the page, read the permissions again, then install. |
Messages and data areas of the app
| Symptom | Meaning | Solution |
|---|---|---|
| “The apps could not be loaded.” or “The listing could not be loaded. Please try again.” | The list or the listing could not be retrieved. | Click Try again. If it persists, check your connection. |
| “The interface of this app could not be loaded.” | The app’s data area could not be opened. | Reload the page. If it persists, contact us. |
| “This app provides no interface for this data area.” | The app keeps this data area without a maintenance page of its own. | Nothing to do. The app maintains the data itself, or the widget in the editor does. |
| “Installation failed,” “Uninstall failed,” “Action failed” | The action did not reach us. | Try again. If it persists, contact us. |
| “The request could not be sent. Please try again.” | The request to the owners did not arrive. | Send it again. If it persists, talk to an owner directly. |
| Pharmacies on duty shows nothing | There is no active location. Only active locations are fetched. | Create at least one location and leave it Active, see Manage data areas. |
| Pharmacies on duty shows no upcoming days | Not an error: the source only knows the current duty. | Nothing to do. There is no preview of the coming days, by the nature of the data. |
| A pharmacy has disappeared from the duty list | It was no longer reported as on duty at the last fetch. | Nothing to do. If the source reports it again, it appears at the next fetch. |
| The note Sample data stays permanently | The entries come from the app’s sample data, not from a real fetch. | Contact us. |
| A button is grayed out | You lack the required permission. Installing, uninstalling, and deciding on updates are the owners’ job. | See No access, a grayed-out button, a locked area. |
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