customer's add-on UI not showing on their screen

Question

customer's add-on UI not showing on their screen

Karhu Koti 46

We have a user that is having problem with the add-on UI on their installation. Many many other users this works just fine.

For some reason, the purchase dialog does not appear when prompted.

He is getting this with our application and another application (not ours).

How does one best debug this ?

Br.

Junjie Zhu - MSFT 21,491 Reputation points Microsoft External Staff

2025-03-24T01:40:36.26+00:00

Hello @Karhu Koti ,

Welcome to Microsoft Q&A!

This is most likely a problem with the user's device. It is recommended that user install the latest Microsoft Store or update the system.

Thank you
Karhu Koti 46 Reputation points

2025-03-25T11:13:44.8966667+00:00

The customer update everything as you say and still has problem.

They are mentioning they see a quick flash -- maybe this is the purchase app dialog quickly crashing.

Do you know what in Event Viewer it would have crashes logged under.

I will ask them to look.
Junjie Zhu - MSFT 21,491 Reputation points Microsoft External Staff

2025-03-26T06:50:44.7333333+00:00

He is getting this with our application and another application (not ours).

Is this issue only happening with these two apps? Or is it happening with all apps in Store?

Do you know what in Event Viewer it would have crashes logged under.

Open Event Viewer by clicking Start, typing "Event Viewer," and pressing Enter.

In the left pane, navigate to Applications and Services Logs > Microsoft > Windows > Store > Operational1.
Karhu Koti 46 Reputation points

2025-03-26T15:33:20.1366667+00:00

He has only tried the 2 apps mentioned - no need to buy anything else at the time.

Just now, another user has reported the same problem.

I will ask them to use Event Viewer to see if anything shows up.
Karhu Koti 46 Reputation points

2025-03-26T16:17:54.4+00:00

One of the customers responded with events seen in that location at the time they are attempting to buy the add-on.

Interestingly, I am getting the same messages on my machine every few minutes. Maybe this is related ???
Karhu Koti 46 Reputation points

2025-03-26T18:19:06.1166667+00:00

Hey is this a clue ? It is from the user's event viewer right above a message showing our app ID in it. The 2001 In-App Purchase

RefreshInternalState with refreshConsumables 0, license IsActive 1, IsTrial 0

Error: Unknown HResult Error code: 0xefffffff

Function: Windows::ApplicationModel::Store::LicenseInformationServer::RefreshInternalState

Source: onecoreuap\enduser\winstore\licensing\winrt\lib\windows\licenseinformationserver.cpp (244)
Karhu Koti 46 Reputation points

2025-03-27T06:44:04.35+00:00

The other customer supplied this information.

Log Name: Microsoft-Windows-Store/Operational

Source: Windows-ApplicationModel-Store-SDK

Date: 3/26/2025 7:13:10 PM

Event ID: 2001

Task Category: In-App Purchase

Level: Verbose

Keywords: (2)

User: XXXXXXXXX\YYYYYYYY

Computer: XXXXXXXXXXX

Description:

RefreshInternalState with refreshConsumables 0, license IsActive 1, IsTrial 0

Error: Unknown HResult Error code: 0xefffffff

Function: Windows::ApplicationModel::Store::LicenseInformationServer::RefreshInternalState

Source: onecoreuap\enduser\winstore\licensing\winrt\lib\windows\licenseinformationserver.cpp (244)

Event Xml:

<Event xmlns="`http://schemas.microsoft.com/win/2004/08/events/event`">

<System>

<Provider Name="Windows-ApplicationModel-Store-SDK" Guid="{ff79a477-c45f-4a52-8ae0-2b324346d4e4}" />

<EventID>2001</EventID>

<Version>0</Version>

<Level>5</Level>

<Task>2001</Task>

<Opcode>15</Opcode>

<Keywords>0x8000000000000002</Keywords>

<TimeCreated SystemTime="2025-03-26T23:13:10.2491153Z" />

<EventRecordID>150137</EventRecordID>

<Correlation ActivityID="{c3cd4f31-1a2a-4dc8-b9df-025400000000}" />

<Execution ProcessID="18152" ThreadID="23728" />

<Channel>Microsoft-Windows-Store/Operational</Channel>

<Computer>XXXXXXXXXX</Computer>

<Security UserID="S-1-5-21-1797482264-3094360332-3849169840-1004" />

</System>

<EventData>

<Data Name="Message">RefreshInternalState with refreshConsumables 0, license IsActive 1, IsTrial 0</Data>

<Data Name="Function">Windows::ApplicationModel::Store::LicenseInformationServer::RefreshInternalState</Data>

<Data Name="Error Code">-1</Data>

<Data Name="Source">onecoreuap\enduser\winstore\licensing\winrt\lib\windows\licenseinformationserver.cpp</Data>

<Data Name="Line Number">244</Data>

</EventData>

</Event>
Junjie Zhu - MSFT 21,491 Reputation points Microsoft External Staff

2025-03-27T09:47:53.56+00:00

This is probably not a problem with your App. Could you please ask the customer to try another app to see if the same issue occurs?
Karhu Koti 46 Reputation points

2025-03-27T16:28:06.54+00:00

The first customer said same issue with a different app.

Both customers say they see a quick flash - this is likely the purchase dialog coming up but then crashing quickly.

Customer #1 has gone to another pc and made the add-on purchase, reinstalled the app on original pc, and the add-on is there as it comes along with the logon.

So the issue seems to be with the add-on UI.

Customer #2 still stuck since they do not have another pc and awaiting what Microsoft can do to fix the issue.
Junjie Zhu - MSFT 21,491 Reputation points Microsoft External Staff

2025-03-28T03:11:14.0066667+00:00

Hello @Karhu Koti ,

This is not a UWP problem, it should be a Windows Store SDK problem.

If the behavior only occurs on a single device, we recommend that you submit this behavior in Feedback Hub. You could find the Feedback Hub in the Start Menu. Please select Microsoft Store->Purchasing as the category when you submit your request. The related team will check the request.
Karhu Koti 46 Reputation points

2025-04-04T17:07:35.6066667+00:00

I have added a ticket as you mention on March 28, but have heard nothing back, sigh...

Your answer

Junjie Zhu - MSFT 21,491 Reputation points Microsoft External Staff

2025-03-24T01:40:36.26+00:00

Hello @Karhu Koti ,

Welcome to Microsoft Q&A!

This is most likely a problem with the user's device. It is recommended that user install the latest Microsoft Store or update the system.

Thank you
Karhu Koti 46 Reputation points

2025-03-25T11:13:44.8966667+00:00

The customer update everything as you say and still has problem.

They are mentioning they see a quick flash -- maybe this is the purchase app dialog quickly crashing.

Do you know what in Event Viewer it would have crashes logged under.

I will ask them to look.
Junjie Zhu - MSFT 21,491 Reputation points Microsoft External Staff

2025-03-26T06:50:44.7333333+00:00

He is getting this with our application and another application (not ours).

Is this issue only happening with these two apps? Or is it happening with all apps in Store?

Do you know what in Event Viewer it would have crashes logged under.

Open Event Viewer by clicking Start, typing "Event Viewer," and pressing Enter.

In the left pane, navigate to Applications and Services Logs > Microsoft > Windows > Store > Operational1.
Karhu Koti 46 Reputation points

2025-03-26T15:33:20.1366667+00:00

He has only tried the 2 apps mentioned - no need to buy anything else at the time.

Just now, another user has reported the same problem.

I will ask them to use Event Viewer to see if anything shows up.
Karhu Koti 46 Reputation points

2025-03-26T16:17:54.4+00:00

One of the customers responded with events seen in that location at the time they are attempting to buy the add-on.

Interestingly, I am getting the same messages on my machine every few minutes. Maybe this is related ???
Karhu Koti 46 Reputation points

2025-03-26T18:19:06.1166667+00:00

Hey is this a clue ? It is from the user's event viewer right above a message showing our app ID in it. The 2001 In-App Purchase

RefreshInternalState with refreshConsumables 0, license IsActive 1, IsTrial 0

Error: Unknown HResult Error code: 0xefffffff

Function: Windows::ApplicationModel::Store::LicenseInformationServer::RefreshInternalState

Source: onecoreuap\enduser\winstore\licensing\winrt\lib\windows\licenseinformationserver.cpp (244)
Karhu Koti 46 Reputation points

2025-03-27T06:44:04.35+00:00

The other customer supplied this information.

Log Name: Microsoft-Windows-Store/Operational

Source: Windows-ApplicationModel-Store-SDK

Date: 3/26/2025 7:13:10 PM

Event ID: 2001

Task Category: In-App Purchase

Level: Verbose

Keywords: (2)

User: XXXXXXXXX\YYYYYYYY

Computer: XXXXXXXXXXX

Description:

RefreshInternalState with refreshConsumables 0, license IsActive 1, IsTrial 0

Error: Unknown HResult Error code: 0xefffffff

Function: Windows::ApplicationModel::Store::LicenseInformationServer::RefreshInternalState

Source: onecoreuap\enduser\winstore\licensing\winrt\lib\windows\licenseinformationserver.cpp (244)

Event Xml:

<Event xmlns="`http://schemas.microsoft.com/win/2004/08/events/event`">

<System>

<Provider Name="Windows-ApplicationModel-Store-SDK" Guid="{ff79a477-c45f-4a52-8ae0-2b324346d4e4}" />

<EventID>2001</EventID>

<Version>0</Version>

<Level>5</Level>

<Task>2001</Task>

<Opcode>15</Opcode>

<Keywords>0x8000000000000002</Keywords>

<TimeCreated SystemTime="2025-03-26T23:13:10.2491153Z" />

<EventRecordID>150137</EventRecordID>

<Correlation ActivityID="{c3cd4f31-1a2a-4dc8-b9df-025400000000}" />

<Execution ProcessID="18152" ThreadID="23728" />

<Channel>Microsoft-Windows-Store/Operational</Channel>

<Computer>XXXXXXXXXX</Computer>

<Security UserID="S-1-5-21-1797482264-3094360332-3849169840-1004" />

</System>

<EventData>

<Data Name="Message">RefreshInternalState with refreshConsumables 0, license IsActive 1, IsTrial 0</Data>

<Data Name="Function">Windows::ApplicationModel::Store::LicenseInformationServer::RefreshInternalState</Data>

<Data Name="Error Code">-1</Data>

<Data Name="Source">onecoreuap\enduser\winstore\licensing\winrt\lib\windows\licenseinformationserver.cpp</Data>

<Data Name="Line Number">244</Data>

</EventData>

</Event>
Junjie Zhu - MSFT 21,491 Reputation points Microsoft External Staff

2025-03-27T09:47:53.56+00:00

This is probably not a problem with your App. Could you please ask the customer to try another app to see if the same issue occurs?
Karhu Koti 46 Reputation points

2025-03-27T16:28:06.54+00:00

The first customer said same issue with a different app.

Both customers say they see a quick flash - this is likely the purchase dialog coming up but then crashing quickly.

Customer #1 has gone to another pc and made the add-on purchase, reinstalled the app on original pc, and the add-on is there as it comes along with the logon.

So the issue seems to be with the add-on UI.

Customer #2 still stuck since they do not have another pc and awaiting what Microsoft can do to fix the issue.
Junjie Zhu - MSFT 21,491 Reputation points Microsoft External Staff

2025-03-28T03:11:14.0066667+00:00

Hello @Karhu Koti ,

This is not a UWP problem, it should be a Windows Store SDK problem.

If the behavior only occurs on a single device, we recommend that you submit this behavior in Feedback Hub. You could find the Feedback Hub in the Start Menu. Please select Microsoft Store->Purchasing as the category when you submit your request. The related team will check the request.
Karhu Koti 46 Reputation points

2025-04-04T17:07:35.6066667+00:00

I have added a ticket as you mention on March 28, but have heard nothing back, sigh...

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customer's add-on UI not showing on their screen

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