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"External licences are not supported for this app" error shown when attempting to install an app from the RM Unify App Library
Published Date : 14 Sep 2022   Last Updated : 04 Oct 2024   Content Ref: TEC8749035  


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SummaryExplains why it is not possible to buy an app, or to connect to an existing app licence, when installing a paid-for app in the RM Unify App Library.



Symptoms

You are attempting to install a paid app from the RM Unify App Library. The app tile displays the BUY banner, however, when you click the app you do not get an option to buy the app. "Connect to an existing licence" message is displayed instead. When you click the link, you see the following error message:

"External licences aren't supported for this app

[app name] doesn't support sign on from RM Unify for licences purchased outside of RM Unify.

The configurations in which an app supports single sign on are determined by the app provider.

Please contact RM (rmunify@rm.com) and the app provider if you wish to request improved support for single sign on in your configuration.

Alternatively, you can choose to buy a new licence for the app and start again from scratch with the app, or create a simple tile that links to the login page of the app."



Cause

The ability to purchase paid apps directly from the RM Unify App Library has been suspended. However, in many cases, it is possible to connect the app to an existing licence (purchased directly from the app vendor) to install it to RM Unify for use by your users. Where the app vendor has not enabled this ability to connect to an existing licence, the "External licences aren't supported for this app" message is shown.


Procedure

As per the message in the app, please email rmunify@rm.com to request our Product Management team to get in contact with the app provider to advise them on how to update their app accordingly. We don't have any control over the timescales for the vendors completing the work required, but we will endeavour to keep you updated with progress as they work on their app.


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Document Keywords: license, existing, already bought, previous, have, paid for, current, valid, "External licences are not supported for this app" is shown when attempting to install an app from the RM Unify App Library, TEC8749035


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