It is possible your Linked Account can cease to function, causing data to stop making its way into Appbot.
Here are some common causes and how to fix them. They are specific to the type of Linked Account.
All Stores
Problem: “Fetch problems detected”
If you are receiving this error for a linked account please contact our Support team with the details, including screenshots if possible, so we can help you. Please do not unlink the current connection.
Apple
Problem: “No apps detected”
Once you have successfully connected the App Store Connect account it can take several hours for the apps to be detected and showing in Appbot.
After several hours, if the apps are still not being detected, please check the following:
- That you have added the app to your sources.
- That you have selected “All apps” in Step 4 of the App Store Connect process.
If you have changed any of the above, please wait several hours for the App Store Connect to detect the apps. If after waiting they are still not detected, please reach out to our friendly Support team for assistance.
Google Play
Problem: “forbidden: Forbidden”
This is by far the most common error we see and is a bit of a catch-all.
Some causes:
- The account has been disabled or removed via the Google Play Developer Console under Settings > API Access > Service Accounts
- Account permissions do not allow access to the app. Check the app listed on the Appbot problems screen is in the list of permitted apps in the Google Play Developer Console under Settings > API Access > Service Accounts > View Permissions.
To fix this please revisit our support article and check all settings and permissions are as indicated.
Problem: “forbidden: The caller does not have permission”
This one seems to happen when the google storage bucket containing historic reviews is not accessible.
Customers have reported this happening after moving apps between accounts and this seems to be a google play console bug. The solution, unfortunately, is to contact Google Cloud Services support or Google Play Console support as we at Appbot are unable to fix the issue.
Following is some extra more-technical information around gathering evidence for google support. This detail can be a little overwhelming for people without dev experience. But if you have that experience, or a friendly dev friend, read on 🙂
In order to test that Appbot can get reviews we attempt to access the google storage bucket (this is where historic reviews are stored, in csv format).
We first hit the GCP buckets:get endpoint:
https://cloud.google.com/storage/docs/json_api/v1/buckets/get
If that works we then attempt to list the files/objects within the bucket using the objects:list endpoint:
https://cloud.google.com/storage/docs/json_api/v1/objects/list
The “Organization is not linked to the provided Google Account” error happens when Appbot receives a 403 response from either of these endpoints.
You can use your service account credentials in conjunction with the above docs to make the same api requests yourself.
The bucket arg is the <bucket> part from the gs://<bucket>/reviews url that you get from the google play console.
This tool can also be helpful: https://cloud.google.com/storage/docs/gsutil
Problem: “Service Account key issue: invalid_grant Invalid JWT Signature.”
This error indicates that the credentials for your Linked Account are no longer valid. You will need to re-link it to Appbot.
Microsoft
Problem: “A valid account could not be found”
This error indicates that the credentials for your Linked Account are no longer valid. Please re-link it to Appbot.