Distribution troubleshooting

The latest build doesn't work on users' Macs

You found a critical bug in the previous app's version(s)

The app's build crashes on older macOS

Resolving the 403 error in Vendor API

The latest build doesn't work on users' Macs

It may happen that we've just released the newest app version, but users experience issues with it. Perhaps you want to let users use the previous app version while you or we are fixing the problem.

To do this, please proceed with the following steps:

1. Contact your Developer Support Representative and explain the issue.
2. We'll roll back the broken app version so users can install only the previous working version.
3. Release the update for users who still running the broken version. To do this ASAP, simply submit the previous stable version, but name the build with the next higher number than the broken version. For example, if the broken version build is 1.1, then release version 1.2 to force the update.
4. Fix the problem, test it properly, and release the newest version (it would be 1.3 in our example).

You found a critical bug in the previous app's version(s)

It may happen that you or users found a critical bug in the previous version(s) while the newest version no longer contains it. In this case, we can run a forced update for users who run the problematic version.

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Note

"Forced update" means the app will refresh even when it's in use, potentially causing unsaved data to be lost. We recommend this approach only for critical updates to ensure a smooth experience.

If you still want to proceed, follow the steps:

1. Contact your Developer Support Representative and explain the issue.
2. We'll run a forced update. Users will get the newest app version.

The app's build crashes on older macOS

It may happen that you released a feature that is not compatible with older macOS. For example, the new feature runs only on macOS 12.0 and newer versions. Then, you must define macOS 12.0 as the minimum deployment target. Setapp detects the user's macOS; if it fits, the user can install the latest app version. If not, Setapp installs the previous app version.

If you forgot to define the minimum deployment target or you defined the wrong macOS and the latest build crashes, we can fix it on our side.

The flow is simple:

1. Contact your Developer Support Representative and explain the issue.
2. We'll set a new minimum deployment target value for the latest app version.

Resolving the 403 error in Vendor API

A 403 error indicates that your domain needs to be added to our CloudFlare whitelist. Proceed with the following steps:

1. Add header User-Agent to your backend server requests.
   Expected format: "User-Agent": "<YouAppName>-server/1.0".
2. Contact your Developer Support Representative and inform them about the issue. Our team will manually add you to our CloudFlare whitelist.