# When an app does not run

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.

> **Type:** troubleshooting
> **For:** Anyone who installs, uses, or maintains an app. Most solutions need an owner.
> **Where in the portal:** **Apps** › **My apps** › **Needs attention** filter

## 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](/docs/apps/app-update-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](/docs/apps/install-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](/docs/apps/app-update-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?](/docs/billing/about-packages-and-seats). |
| 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](/docs/apps/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](/docs/help/content-troubleshooting). |

## 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](/docs/apps/install-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](/docs/apps/install-app#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](/docs/help/access-troubleshooting). |
| “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?](/docs/billing/about-packages-and-seats). |
| “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](/docs/apps/install-app#book-a-paid-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](/docs/billing/troubleshooting). |
| “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](/docs/apps/uninstall-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](/docs/apps/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](/docs/help/access-troubleshooting). |