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Rebecca_Zeleney
Frequent Visitor

"We could not retrieve your app." Error for Only One User - Help?

Hi All,

 

Having an issue where one user of my app cannot access. No others have reported issues. This person gets the following screen. They have accessed the app without issue repeatedly over the last few months and this issue has only popped up yesterday and today:

 

Rebecca_Zeleney_0-1709736937431.png

 

I have had them restart their machine, try accessing in a different browser and clearing their cache and cookies. Once they cleared their cache and cookies the app worked at the link, but still not within the SharePoint site where it is normally accessed from. Any ideas?

7 REPLIES 7
BCBuizer
Multi Super User
Multi Super User

Hi @Rebecca_Zeleney ,

 

As per this topic, you could try suggesting to the impacted user to try setting a different DNS server: App loading : r/PowerApps (reddit.com)

 

 



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Rana83
Frequent Visitor

Hi @Rebecca_Zeleney ,

Have you found a solution for this? 

I also have a set of users who cannot access any Power App and getting the same error message. These set of users are in the same Tenant but accessing the apps from a different country than ours. They were able to access the app without an issue earlier started complaining about a week ago. 

If you stop sharing the app and share it again, they can access the app from the Activity panel in teams where they get the notification that an app is shared with them.

 

Regards,

Rana

takolota
Multi Super User
Multi Super User

Any updates on this? Anyone find fixes in addition to changing the DNS server?

kp19
Regular Visitor

Got the same issue for a few users. They can access the app in the edit mode but when they access the app in the play mode then it takes a lot of time to load the app then page appears saying "We could not retrieve your app."

Tried to connect with the user got to know they cannot access the app in play mode when they are working from home, while they can access the app without any issue when they are working from office.

 

 

Whom we should connect with for setting a different DNS server. Like what will be the role of the person who can help us with doing this setting.

BCBuizer
Multi Super User
Multi Super User

Hi @kp19 ,

 

Those would be the DNS settings on the end user devices. In case those are centrally managed, you need to engage the IT team that manages them.



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kp19
Regular Visitor

Hi @BCBuizer,

The issue was resolved once we made a copy of the app and share that again with the users.

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