# Troubleshooting

Here are some of the most common issues that our users are running into:

## Live Test

**Issue:** You see a blank / white screen when you live test (even if there are items in your app)

* If you have a Navigator as the first item in your tree, make sure your screen is dropped within it
* You have unconnected blocks
* You have an event triggered by a Screen.Start which may be causing the screen to crash
* Your app and desktop may not be logged into the same account

**Issue:** Image is not showing up on your phone

* The height or width of the image may be set to 'Fit contents'

## Download Android

**Issue:** Trouble downloading AAB and APK files from Google Chrome

* The Google Chrome browser blocks downloads for your safety. If you open the email with a download link for your APK or AAB file in Google Chrome, you may not be able to download your file. \
  You can try one of these options:
  1. Open the email in another browser, like Firefox or Safari, and download the file.
  2. Change your Google Chrome settings to allow you to download files. \
     [You can find instructions to do this here. ](https://www.businessinsider.com/how-to-stop-chrome-from-blocking-downloads)\
     Please note that changing your browser security settings can make you more vulnerable as you use the web, and Google Chrome does not recommend disabling this setting.

**Issue:** Your app is inaccessible and an error screen is displayed saying your app is unavailable

* It was a Testing Download and has expired after 72 hours.
* It was a Distribution Download and you switched to the Free plan.
* It was a Distribution Download and your App (Bundle) ID doesn't match your Active Bundle ID. You may need to enable it in your Account Settings before the app can be used.<br>

## Publish iOS

**Issue:** You don't see your app uploaded to App Store Connect

* **Icons**. Ensure your icon is 192 x 192 px and has no transparencies.&#x20;
* **Membership**. You require an active [Apple Developer Program Membership](https://developer.apple.com/programs/) to publish to the App Store.&#x20;
* **Certificates**. If you have an existing Apple Developer Program account with 2 iOS certificates, you'll have to revoke one. Apple only allows developers to have 2 iOS certificates at a time, and Thunkable creates one when it publishes to your account
* **Provisioning profile**. After you revoke your certificate, it is possible that one or more of your provisioning profiles will become inactive. To publish successfully, you need to delete any inactive provisioning profiles.
* **Login**. Ensure your Apple ID and password are entered correctly. Thunkable cannot access your credentials, so save them somewhere safe.
* **Apple ID and privacy terms**. You must accept Apple's new Apple ID and privacy terms.

### Android

**Issue:** You cannot update an existing app on the Google Play Store

* If you want to update an existing app on the Google Play Store, your app will need to have:&#x20;
  * the same package name
  * a higher or incremented version number
  * the same keystore
* The first two are easily editable in your App Settings, but the keystore cannot be imported/exported.&#x20;
* Copied apps within an account ([Duplicate Your Project](https://docs.thunkable.com/settings/manage-your-projects/make-copy)) will keep the same keystore as the original app. Apps copied from a [Share](https://docs.thunkable.com/settings/manage-your-projects/share-1#share-a-fully-editable-copy-of-your-app-project) link will not have the same Keystore.&#x20;

## Publish iOS and Android

**Issue:** Your app on iOS and Android is inaccessible and your end user sees an error screen saying your app is unavailable.

* You switched to the Free plan.
* Your App (Bundle) ID doesn't match your Active Bundle ID and you may need to enable it in your Account Settings before the app can be used.

## Data Sources

### How can I reset my Google Sheets connection in Thunkable?

#### A. Reset from Thunkable

1. Login to your Thunkable account.
2. On your Projects Page, click **Data Sources** in the left sidebar.
3. Click the **trash can icon** to delete the Google Sheets data source.

   <div align="left"><figure><img src="https://1223006790-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LAn5scXl2uqUJUOqkJo-84897653%2Fuploads%2F9vlQWQwyzMNYnCw9QE1m%2FScreenshot%202024-10-04%20171035.png?alt=media&#x26;token=469735b9-c29c-4b7b-8467-0555f4632243" alt=""><figcaption></figcaption></figure></div>

#### B. Reset from Google

If you are having difficulties connecting to your Google Sheets from Thunkable, you may need to reset your Google Sheets connection.

1. Navigate to <https://myaccount.google.com/security>
2. Scroll to the **Your connections to third-party apps & services** section.
3. Click the **Thunkable** connection.&#x20;
4. Click **See details** in the **Thunkable has some access to your Google Account section**.<br>

   <figure><img src="https://1223006790-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LAn5scXl2uqUJUOqkJo-84897653%2Fuploads%2Fq8NDXzPqxEllfWT8SLIF%2FGoogle%20Sheets%20connection.png?alt=media&#x26;token=6c0f452e-14a9-4f5a-9d1a-9524992e19b1" alt=""><figcaption></figcaption></figure>
5. Click **Remove Access**.<br>

   <figure><img src="https://1223006790-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LAn5scXl2uqUJUOqkJo-84897653%2Fuploads%2FzgvbwK0nGeuRnmYYoBG7%2FGoogle%20Sheets%20-%20remove%20access.png?alt=media&#x26;token=188eff4b-b07f-4677-951d-b93a7fbbc6e7" alt=""><figcaption></figcaption></figure>
6. Return to Thunkable and re-connect to your Google Sheets account.

## Design

If you can't see your components and your screens don't load, perform a hard reload.

**Google Chrome (Mac)**

1. Hold down the Cmd ⌘ and Shift keys and press R.&#x20;
2. Alternatively, you can open the Chrome Dev Tools by pressing Cmd ⌘ + Opt + I. Once the Chrome Dev Tools are open, right-click on the browser Reload button and choose Empty Cache and Hard Reload.

**Google Chrome (Windows/Linux)**

1. Open the Chrome Dev Tools by pressing F12. Once the Chrome Dev Tools are open, right-click on the browser Reload button and choose Empty Cache and Hard Reload.&#x20;
2. Alternatively, hold down the Ctrl key and click the Reload button.&#x20;
3. Alternatively, hold down the Ctrl key and press F5.

**Firefox (Windows/Linux)**

1. Hold down the Ctrl and F5 keys at the same time.&#x20;
2. Alternatively, you can clear the cache and perform a hard reload by going to History > Clear Recent History and selecting Cache and Everything from the drop-down menus. Then, click Clear Now.

**Firefox (Mac)**

1. Hold down the Cmd ⌘ and Shift keys and press R.&#x20;
2. Alternatively, you can clear the cache and perform a hard reload by going to History > Clear Recent History and selecting Cache and Everything from the drop-down menus. Then, click Clear Now.

**Microsoft Edge (Windows/Linux)**

1. Hold down the Ctrl and F5 keys at the same time.&#x20;
2. Alternatively, you can clear the cache and perform a hard reload by going to Settings > Privacy, search, and services > Clear browsing data and selecting Cached images and files and Everything else. Then, click Clear now.

**Microsoft Edge (Mac)**

1. Hold down the Cmd ⌘ and Shift keys and press R.&#x20;
2. Alternatively, you can clear the cache and perform a hard reload by going to Settings > Privacy > Clear browsing data and selecting Cached images and files and Everything else. Then, click Clear now.

**Safari (Mac)**

1. Go to Safari > Empty Caches.&#x20;
2. Alternatively, hold down the Option and Cmd ⌘ keys and press E.&#x20;
3. To refresh the page, click the Refresh button on the address bar or press Cmd + R.

**Internet Explorer (Windows)**

1. Hold down the Ctrl key and click the Refresh button.&#x20;
2. Alternatively, hold down the Ctrl key and press F5.&#x20;
3. To clear the cache, go to Tools > Internet Options > General > Browsing history and click Delete. Then, select the Temporary Internet files and website files checkbox and click Delete.

## Blocks

If your blocks don't work here are some common reasons:

**List Blocks**

Using a variable that is a list:

<div align="left"><figure><img src="https://1223006790-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LAn5scXl2uqUJUOqkJo-84897653%2Fuploads%2FSiVhTEitCQHxK8ZGa0AH%2Fvariable%20list.jpg?alt=media&#x26;token=781ab5fb-a142-4f98-ab41-006de551b1bb" alt="" width="557"><figcaption></figcaption></figure></div>

Instead, try this:

<div align="left"><figure><img src="https://1223006790-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LAn5scXl2uqUJUOqkJo-84897653%2Fuploads%2FG69pGbf5hmg5fhj0gvgo%2Fvariable%20list%20correct.jpg?alt=media&#x26;token=2d3be475-a60d-4544-8b16-6a6e17f70ad1" alt="" width="459"><figcaption></figcaption></figure></div>

#### Variable Blocks <a href="#comparison-blocks" id="comparison-blocks"></a>

Setting a label's text from a variable:

<div align="left"><figure><img src="https://1223006790-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LAn5scXl2uqUJUOqkJo-84897653%2Fuploads%2FaQfM0a9Kmz1BawxULg7e%2Flabel%20variable%20wrong.jpg?alt=media&#x26;token=177e01c1-c93d-4153-a292-70ada83d2611" alt="" width="563"><figcaption></figcaption></figure></div>

Instead, try this:

<div align="left"><figure><img src="https://1223006790-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LAn5scXl2uqUJUOqkJo-84897653%2Fuploads%2FI86Lf5XWmu0EgDMPy0hP%2Fvariable%20label.jpg?alt=media&#x26;token=baea3fc7-d08b-44bb-a8ba-efd7352d6c2d" alt="" width="450"><figcaption></figcaption></figure></div>

**IAP Blocks**

Setting in app purchase package name:

<div align="left"><figure><img src="https://1223006790-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LAn5scXl2uqUJUOqkJo-84897653%2Fuploads%2FCNEkjofF2oXgW12iTWD5%2Ftroubleshooting%20iap.jpg?alt=media&#x26;token=ee8a4200-f4c5-42d3-8f9a-e00d819dd4af" alt="" width="548"><figcaption></figcaption></figure></div>

Instead, try this:

<div align="left"><figure><img src="https://1223006790-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LAn5scXl2uqUJUOqkJo-84897653%2Fuploads%2FPEBkvTX3U2I4FvW05O8M%2Ftroubleshooting%20iap%20correct.jpg?alt=media&#x26;token=4245011f-caff-4d4d-a4ab-c5ccce461835" alt="" width="563"><figcaption></figcaption></figure></div>

**Data Source Blocks**

Filtering based on multiple conditions:

<div align="left"><figure><img src="https://1223006790-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LAn5scXl2uqUJUOqkJo-84897653%2Fuploads%2FfisQpaq6Pbczrsiw0Eeg%2Ftroubleshooting%20dara%20source%20block.jpg?alt=media&#x26;token=fadec36a-1ac7-4808-afda-972b11fcc0a7" alt="" width="421"><figcaption></figcaption></figure></div>

Instead, try this:&#x20;

<div align="left"><figure><img src="https://1223006790-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LAn5scXl2uqUJUOqkJo-84897653%2Fuploads%2FqT4tRe1uSl4nAkTDtOVB%2Ftroubleshooting%20data%20source%20blocks%20correct.jpg?alt=media&#x26;token=e78bd35f-4f54-47e4-9ff3-049af5247baa" alt="" width="435"><figcaption></figcaption></figure></div>

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