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"We could not retrieve your app." Error for Only One User - Help?

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Posted on by Rebecca_Zeleney

Hi All,

Having an issue where one user of my app cannot access. No others have reported issues. This person gets the following screen. They have accessed the app without issue repeatedly over the last few months and this issue has only popped up yesterday and today:

I have had them restart their machine, try accessing in a different browser and clearing their cache and cookies. Once they cleared their cache and cookies the app worked at the link, but still not within the SharePoint site where it is normally accessed from. Any ideas?

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Building Power Apps

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BCBuizer 22,505 Super User 2025 Season 2 on at

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Hi @Rebecca_Zeleney ,

As per this topic, you could try suggesting to the impacted user to try setting a different DNS server: App loading : r/PowerApps (reddit.com)

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Rana83 9 on at

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Hi @Rebecca_Zeleney ,
Have you found a solution for this?
I also have a set of users who cannot access any Power App and getting the same error message. These set of users are in the same Tenant but accessing the apps from a different country than ours. They were able to access the app without an issue earlier started complaining about a week ago.
If you stop sharing the app and share it again, they can access the app from the Activity panel in teams where they get the notification that an app is shared with them.

Regards,
Rana

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takolota1 4,974 Moderator on at

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Any updates on this? Anyone find fixes in addition to changing the DNS server?

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kp19 19 on at

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Got the same issue for a few users. They can access the app in the edit mode but when they access the app in the play mode then it takes a lot of time to load the app then page appears saying "We could not retrieve your app."

Tried to connect with the user got to know they cannot access the app in play mode when they are working from home, while they can access the app without any issue when they are working from office.

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kp19 19 on at

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Whom we should connect with for setting a different DNS server. Like what will be the role of the person who can help us with doing this setting.

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BCBuizer 22,505 Super User 2025 Season 2 on at

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Hi @kp19 ,

Those would be the DNS settings on the end user devices. In case those are centrally managed, you need to engage the IT team that manages them.

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kp19 19 on at

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Hi @BCBuizer,

The issue was resolved once we made a copy of the app and share that again with the users.

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AndreaPerolo 47 on at

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Hi @Rebecca_Zeleney and hi everyone,

We encountered a similar issue where a few users couldn't access the app, while others had no problems.

After some investigation with IT team, it turned out the issue was related to a decryption problem and a lack of authentication on the firewall. We resolved it by adding the domain api.powerplatform.com to the NoSSL and NoAuth lists.

This solution worked because it ensured that the app's API calls were properly authenticated and decrypted, which allowed the users to access the app without any issues.

I hope this helps anyone facing a similar problem!

Best regards,

Andrea

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MattMan - nah nah n... 6 on at

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Recently experienced this same issue. All users had been able to use the app with no problem for several months, then one user started getting the error message.

IT determined that it was something to do with the users browser (edge) profile. They were able to access the app with chrome without any issues. Ultimately they reset the user's profile and they were then able to access while using edge.

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