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Help center
The download page opens. Why will the app not install?
Distinguish download and installation failures. Check Android signatures or iOS certificates and device requirements.
Downloaded file will not install
First distinguish a failed download from a downloaded file that the OS refuses to install. An accessible page does not prove that the package, signature and target device meet the requirements.
| Scenario | What to check |
|---|---|
| Android reports a parsing error or incompatibility | Check file completeness, OS version and device architecture, then retest with the original APK. |
| Android update reports a signature conflict | Check that the old and new packages have matching package names and signatures. Do not immediately ask users to uninstall; they could lose local data. |
| iOS cannot install or verify the app | Check the IPA signature, certificate validity, device authorization and provisioning profile. Enterprise-signed apps may also require trust settings in iOS. |
| APK or IPA cannot be installed on a computer | The desktop page is for reviewing details and scanning the QR code. Open the download page on the appropriate Android or iOS device. |
| Download did not start or was interrupted | Check the download switch, app service status and network, then record the actual page error. Investigate separately from OS installation failures. |