HT201398: If an app you installed unexpectedly quits, stops responding, or won’t open
Learn about If an app you installed unexpectedly quits, stops responding, or won’t open
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Helpful answers
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Aug 8, 2016 7:40 AM in response to ryanjmby Keith Barkley,I would get all the information I could and see if I could replicate the issue.
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Aug 8, 2016 7:52 AM in response to ryanjmby Phil0124,The App may have an issue. As the developer you know what the app does and how it works, you may be able to work with the customer to track down a problem within the app if one exists.
Or at the very least get enough complaints about the issue, that you may go back to the app to debug, or simply re-upload it if something is going wrong with the installation.
Also as a developer you can contact Apple and inform them about the download issue with your App.
You may not be able to directly help the customer, but you can certainly try to find out what is going on.
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Aug 8, 2016 8:09 AM in response to Phil0124by ryanjm,I'm sorry, I should have mentioned that I'm specifically talking about the "Won't Open" part of the article. I've got a customer who has the app stuck in a strange install state. The icon is in the updating state, but the App Store says it is installed (provides the "Open" button). He can't open the app and when he tries to delete it, it won't let him. He has tried restarting his phone and the app stays in that state. As a developer I have no control over Apple's install process / states so I'm not sure what is expected of me.
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Aug 8, 2016 8:19 AM in response to ryanjmby Phil0124,Restart how? The home & power button technique? What happens when they try to open the App? Any error?
If the App will not complete installation, and cannot be removed, and resetting the device is not working, and they've gone through all the options in that article, then Restoring it may be the only option left.
Can they install another App while yours is in this strange state?