App Catalog download issue

INCLUDE REMINDER:

Important App Catalog supports includes supports finding, purchasing, downloading, installing, updating, and deleting App Catalog applications. The developer cannot assist the customer with any of these functions. Policy

  1. Ask the customer if the app is being downloaded through App Catalog.
    YES

    Continue.

    NO

    Explain to the customer that HP supports only apps that are downloaded through App Catalog. HP cannot assist with apps that are downloaded from other sources.

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

  2. Confirm that the problem has to do with downloading an app from App Catalog and not another issue. Use these guidelines:
    • Problems finding: The customer cannot find an app in App Catalog or the customer is having problems locating the link for a beta or web-distributed app.
    • Purchase or payment issues: The customer received an error when trying to purchase an app, or there is an issue with the payment or charges.
    • Problems downloading: The customer cannot download an app or find a downloaded app, received a “Can’t Install” message indicating insufficient space, or received a message indicating the app is not compatible with the customer’s device.
    • Problems installing: The customer saw one of these two error messages: “Couldn't install” or “Install failed.”

    Which best describes the situation?

    PROBLEMS FINDING
    PURCHASE OR PAYMENT ISSUES
    PROBLEMS DOWNLOADING

    Continue.

    PROBLEMS INSTALLING
  3. Verify that the customer has a data connection, either from the wireless service provider indicated by the the 1x icon, the 3G icon, the E icon, the Ev icon, the G icon, the H icon, the H+ icon or the U icon icon, or via Wi-Fi, indicated by the icon (with two or three bars). Note that a tablet device may be capable of both Wi-Fi and carrier wireless connectivity, or only Wi-Fi; depending on the model.

    Does the customer have a data connection?

    YES

    Continue.

    NO

    Offer these tips for improving the data connection:

    To get a better Wi-Fi signal:

    • Move closer to the Wi-Fi source.
    • Move the Wi-Fi access point off the floor and away from walls and metal objects.
    • Move the device away from other wireless devices such as cordless phones, microwave ovens, baby monitors, etc.
    • If you have no Wi-Fi connection, see Can’t establish a data connection using a Wi-Fi network .

    To get a better wireless service provider data connection:

    • If you’re standing, move about 10 feet in any direction.
    • In a building, move near a window. (Open any metal blinds.)
    • In a building, move out of doors or to a more open area.
    • Outdoors, move away from large buildings, trees, or electrical wires.
    • In a vehicle, move your device so that it’s level with a window.
    • If you have no data connection, see Can’t establish a data connection using a wireless service provider’s network .

    Can the customer obtain a good data connection?

    YES

    Continue.

    NO

    Explain that a data connection is required to fully troubleshoot this issue online.

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

  4. Ask if the customer followed a link to an app and received one of these errors:
    • This application is not available for your model.
    • This application is not available for your carrier.
    • This application is not available in your country.
    • This application cannot run on your current operating system. Use the Updates app to install the system update and try again.
    • This application cannot be installed on your device. If multiple violations apply, this general message may appear.
    • This is not a valid webOS application.
    YES

    Explain that the apps available for a device vary according to webOS version, model, and country. Because customers can send links to apps to each other, either by using the Share button in App Catalog, or directly from an Internet site, it’s possible for a customer to receive a link to an app that isn’t supported on the customer’s device. If the customer taps the link, one of these error messages displays.

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure.

    NO

    Continue.

  5. Ask if the customer received one of the following messages:
    • Can’t Install message indicating some apps or files need to be deleted before the install.
    • Download Error message indicating the download file is missing or damaged.
    • Can’t Download message indicating the United States government prohibits the download.
    • Other error.
    YES

    Which error message did the customer see?

    CAN’T INSTALL

    If the error message was about deleting apps or files, advise the customer to make space for the new application by removing:

    • Applications that are no longer in use How to
    • Files from the USB drive How to

    Did this solve the problem?

    YES

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

    NO

    Continue.

    DOWNLOAD ERROR

    If the error message was about a missing or damaged download file, advise the customer to follow the prompts to fix the issue.

    Did this solve the problem?

    YES

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

    NO

    Continue.

    CAN’T DOWNLOAD (PROHIBITED BY U.S.GOVERNMENT)

    If the error message indicates that the United States government prohibits the download, escalate the case immediately. Policy

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

    OTHER

    Ask the customer to follow the prompts for the error and attempt to download the app again.

    Did this solve the problem?

    YES

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

    NO

    Continue.

    NO

    Continue.

  6. Ask the customer to open Software Manager and look for the app.

    Is the app there?

    YES

    Continue.

    NO

    Go to step 8.

  7. Ask if the customer sees any of the following icons: pause app catalog download paused, error download error in App Catalog, new version new version of app icon (smartphone) or new version of app icon (tablet), or resume app catalog resume icon.
    YES

    Which one?

    PAUSE app catalog download paused

    Explain to the customer that the app is still downloading and that there is no indication of a problem. Ask the customer to allow the download to finish.

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

    ERROR download error in App Catalog

    Ask the customer to tap the download error in App Catalog icon and follow the prompts to fix the issue.

    Did this solve the problem?

    YES

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

    NO

    Continue.

    NEW VERSION new version of app icon new version of app icon

    Explain to the customer that the application is already on the device and that a new version is available. Help the customer find the app in the Launcher and explain that the customer can return to this screen to download the new version when convenient.

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

    RESUME app catalog resume icon

    Explain to the customer that the download is currently paused. Ask the customer to tap the app catalog resume icon icon to continue downloading the app.

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

    NO

    Explain to the customer that the app has finished downloading. Assist the customer with finding the app in the Launcher. How to

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

  8. Ask the customer to restart the device. How to After the device restarts, ask the customer to find the app in App Catalog or tap the link for the app (if this is a beta app or web-distributed app) and attempt the download again.

    Did this solve the problem?

    YES

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

    NO

    Continue.

  9. Ask the customer if he or she previously installed an app from a source other than App Catalog (these apps are sometimes referred to as “homebrew” apps).
    YES
    • Explain to the customer that HP supports only apps that are installed through App Catalog. HP cannot assist with apps that are installed from other sources.
    • Because these applications can impact the system in many ways, offer the customer help with restoring the device to its factory settings using webOS Doctor. How to

    INCLUDE SOLVED: Update the case notes, and close the case following the standard procedure. Policy

    NO

    Explain to the customer that HP supports finding, purchasing, downloading, installing, updating, and deleting App Catalog applications. The developer cannot assist the customer with any of these functions. Policy

    The customer can report the problem to HP’s App Catalog team:

    1. Open Software Manager .
    2. Apps is selected by default, showing downloaded apps that appear in the Launcher. Tap Other to manage background apps and services that do not appear In the Launcher.
    3. Tap the app or service name that is causing the problem.
    4. On the app details screen, tap Report A Problem. Under Problem Type, tap Bug and tap a problem type to narrow the type of problem you are reporting. Enter the problem description, and tap or Send.

    INCLUDE NOT SOLVED: Update the case notes, and escalate the case following the standard procedure. Policy


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