Troubleshoot problems with an app

In many cases, the Windows Store will automatically notify you if there’s a problem with an app and try to fix the problem. If you continue experiencing problems with an app, or if you're unable to open the Store, try running the Apps troubleshooter. This tool can automatically identify and fix some problems with apps and the Store. It's only available in English, but will work on PCs running any language.

If running the troubleshooter doesn't help, here are some things you can try to fix the app yourself.

Notes

  • Microsoft doesn’t provide technical support for apps created by other companies. You’ll need to contact the publisher for technical support.

  • In some cases, an app might be removed from the Windows Store for violating the Terms of Use. When this happens, you'll receive an email notifying you that the app will no longer be available in the Store and the app will no longer work on your PC.

Make sure your PC is up to date

Make sure the latest updates are installed on your PC and that your antivirus program isn't preventing the app from running. For more info on installing updates for your PC, see Windows Update: Frequently asked questions.

Make sure the app isn't blocked by Windows Firewall

By default, some apps are blocked by Windows Firewall to help make your PC more secure. To work properly, you might need to allow an app to receive info through the firewall. For more info, see the "Allow an app to receive info through the firewall" section of Windows Firewall from start to finish.

Check with your system admin

If your PC is part of a network at an organization, like a school, government agency, or business, your system admin might have turned off the use of certain apps using Group Policy. If you think that Group Policy is preventing you from using an app you need, contact your system administrator.

Make sure your apps are up to date

Keeping your app up to date is one way to help keep them working. You can do this by making sure that automatic app updates are turned on in the Windows Store. For more info, see Turn on automatic app updates.

Sync app licenses

If a license for an app is out of sync with the license installed on your PC, the app might stop working.

To sync your app licenses, follow these steps:

  1. On the Start screen, tap or click Store to open the Windows Store.

  2. Swipe in from the right edge of the screen, and then tap Settings.
    (If you're using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then click Settings.)

  3. Tap or click App updates.

  4. Tap or click Sync licenses.

Reinstall the app

If your apps are up to date and the licenses are synced, you can reinstall the app to try to fix the problem.

To reinstall an app, follow these steps:

  1. On the Start screen, swipe down on or right-click the app you want to uninstall, tap or click Uninstall, and then tap or click Uninstall.

  2. Tap or click Store to open the Windows Store.

  3. Swipe down from the top edge of the screen, and then tap Your apps. (If you're using a mouse, right-click, and then click Your apps.)

  4. Tap or click the app you want to install, and then tap or click Install.

Contact the app publisher

If you’re still experiencing problems with an app, use the support info listed on the app’s description page to contact the app publisher for help.

To view the publisher’s app support info, follow these steps:

  1. On the Start screen, tap or click Store to open the Windows Store.

  2. Search or browse for the app, and then tap or click it.

  3. Scroll to the Details section of the app's description page, and then tap or click the support link for the app under Learn more. The link will open an email message for you to contact support or will take you to a support website.

Post a question to the Windows forum

If you can't find the info you need from the publisher, try posting your questions to the Windows forum to get answers from other people that use Windows.