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LG app is found, but won't install


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#1 Tomppa OFFLINE  

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Posted 09 January 2019 - 05:28 PM

Hi,

 

I have a LG 65UK6950PLB running 04.10.30 (webOS 4.1.0-5709 goldilocks-glacier). Location is Finland, Europe.

 

I can see the Emby app (and screenplay) in LG Content Store. But neither one will install on my TV.

 

I just get "Application has not been installed. Try again" error.

 

I tried switching the TV language from Finnish to English but that didn't help.

 

Any suggestions? All possible help is welcome.



#2 Luke OFFLINE  

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Posted 09 January 2019 - 05:39 PM

Hi, are you able to install other apps?



#3 Tomppa OFFLINE  

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Posted 09 January 2019 - 05:43 PM

Hi Luke,

 

Yes, I am able to install other apps. I tried several ones, and they install just fine. For example Plex, XPlay and XorVod were all installed today. But the Emby app just won't install, no matter what.



#4 Luke OFFLINE  

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Posted 09 January 2019 - 11:30 PM

Is the TV software up to date?



#5 Tomppa OFFLINE  

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Posted 10 January 2019 - 05:05 AM

As far as I can tell. The TV doesn't find anything newer. It was updated appx. a month ago.

 

<EDIT> I even tried again a minute ago, and it still won't install.


Edited by Tomppa, 10 January 2019 - 05:08 AM.


#6 Luke OFFLINE  

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Posted 10 January 2019 - 04:02 PM

Is this still happening? I wonder if it's just a download failure of some sort.



#7 Tomppa OFFLINE  

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Posted 10 January 2019 - 04:38 PM

It's still happening.

#8 Luke OFFLINE  

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Posted 11 January 2019 - 12:33 AM

@CBers are you able to install?



#9 CBers OFFLINE  

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Posted 11 January 2019 - 07:40 AM

@CBers are you able to install?


I already have v1.0.9 installed (dated 9th August 2018), but there isn't an update.

I have just uninstalled and reinstalled without any issues.

#10 Tomppa OFFLINE  

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Posted 11 January 2019 - 07:45 AM

I tried unplugging the TV to see if that would make a difference. It didn't, still the same problem.

Additional information: the app in Content Store is 1.0.9 (3rd of August 2018)

#11 kwilcox OFFLINE  

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Posted 11 January 2019 - 02:34 PM

Interesting that both Emby and Screenplay are affected.  Usually that points to a resolution problem but your TV looks compliant.



#12 Tomppa OFFLINE  

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Posted 11 January 2019 - 02:37 PM

I don't recall what it supports, but it's 4K,so I assume that everything downwards is supported.

Then again, assumption is the mother of all f*@#ups...

#13 Tomppa OFFLINE  

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Posted 14 January 2019 - 06:08 AM

The problem still continues. I even tried changing location to UK and language to English, still the same.

 

Any suggestions on how to proceed debugging the issue? Are there any logs that can be accessed?



#14 Luke OFFLINE  

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Posted 14 January 2019 - 04:10 PM

This is the LG install process. Unfortunately it's out of our control. All we can really do is open up a support ticket with LG and see what they say.

 

The only other thing I can think of is that if you're behind a VPN, try turning that off.



#15 Tomppa OFFLINE  

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Posted 15 January 2019 - 06:44 AM

No VPN. A Linux firewall, but since other apps can be installed, I don't think that's the problem either. I can give it a go without the firewall, though.

 

When you say " All we can really do is open up a support ticket with LG", do you literally mean that you guys open the ticket or do you mean that I should open a ticket? Just to be clear.



#16 Luke OFFLINE  

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Posted 15 January 2019 - 02:38 PM

I'm not sure who the best person is to open up a support ticket. They may want to get information from you. I can try opening one. 



#17 Tomppa OFFLINE  

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Posted 15 January 2019 - 02:40 PM

No need. I unplugged the ethernet cable and connected through mobile hotspot. And it worked!

Can't understand why other apps installed, but not these two?

Anyway, it works now, thanks for your help.




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