Troubleshooting app sharing and access requests in GTM One

Learn how to fix the messages GTM One gives when an app cannot be shared or when an access request cannot be sent or decided.

Overview

An app starts private to its owner. The owner shares it with people in their own organization, or with everyone in the organization, and people who cannot open an app can ask its owner for access. An app that runs on an audience also depends on who can see that audience, so a share or an approval can succeed for the app and still leave the audience out of reach.

Find the message or symptom below and follow the steps under it.

The Share control is unavailable

The Share control is disabled, or you see "Sharing is unavailable because you do not own the underlying Audience" followed by the audience's name and "and it isn't shared with your organization."

By default, an app can be shared only when you own the audience behind it or that audience is shared with your whole organization. When your organization has audience sharing turned on, a blocked share goes through an access request to the audience's owner instead.

1. Open the app and use the link to its audience in the floating actions popover.
2. If you own the audience, share it with your organization, then share the app again.
3. If someone else owns the audience, ask the owner to share it with your organization.
4. Share the app again.

A person you add must be in your organization. Apps cannot be shared with people in another organization.

The share did not save

You see "<app name>" was not able to be shared. Try again later., "Failed to load sharing options. Close and try again.", or "Failed to load access data. Refresh to try again." You may also see Could not share the audience for "<app name>". The app was not shared. Try again., Not everyone was added to "<app name>". Try again later., or Not everyone was removed from "<app name>". Try again later.

1. Close the Share dialog.
2. Check that you still own the app.
3. Open Share again and repeat the change. When the dialog asks you to confirm sharing the audience too, select the checkbox that starts "Yes, share the".
4. If it fails again, reload the page and try once more, then contact your ZoomInfo account team with the app's name.

A link does not copy

You see "Could not copy link". Your browser blocked access to the clipboard.

1. Allow clipboard access for GTM One in your browser's site settings.
2. Click the copy-link button again.

The link opens the app for the people it is shared with. A person who is not shared on the app sees "This App hasn't been shared with you" and can ask the owner for access. See How to request access to an app in GTM One.

A request for access did not send

You see "Couldn't send your request. Please try again."

1. Click Request access again.
2. If the message returns, reload the page, open the app's link again and send the request.

An owner cannot decide a request

When you approve or deny a request in the Access requests page or dialog, GTM One can show one of these messages.

1. For "Couldn't save your decision. Please try again.", repeat the decision.
2. For "This request changed or was already decided. The list now shows the latest.", read the refreshed list. Another owner or an earlier click may already have decided it, so nothing more is needed.
3. For "This access can't be approved here. If they already have some access, change their role from sharing instead.", open Share on the app and change that person's role there.
4. For "Couldn't undo your decision. Please try again.", repeat the undo.
5. For "Approving is unavailable because this app's Audience couldn't be checked. Reload the page to try again.", reload the page and open the request again.
6. For "Approving is unavailable because you do not own the underlying Audience.", ask the audience's owner to approve the request.

Approving a request grants view access to the app, not to the audience behind it. When your organization has audience sharing turned on, approving also asks the audience's owner to share the audience, or shares it for you when you own it.

The app was approved but its data is missing

You see "Access approved, but the app's Audience couldn't be shared with them, so they may not see its data." or "Couldn't share the app's Audience with them."

The person can open the app, but the audience behind it is not shared with them yet.

1. Open the audience that the app runs on.
2. Share the audience with the person from its Share control, or ask the audience's owner to do it.
3. Ask the person to reload the app.

The Access requests page does not load

You see "Couldn't load access requests" with "Something went wrong on our side. Try again in a moment.", or "Couldn't load this app's requests. Close and try again.", or "Couldn't load app name".

1. Wait a moment and reload the page.
2. If the message says the app may have been removed, or that it may no longer be yours, check the My apps section on the Apps page. Only the owner of an app can review its requests.
3. If the message persists, contact your ZoomInfo account team.

If you see an error

• "Sharing is unavailable because you do not own the underlying Audience" (followed by the audience's name and "and it isn't shared with your organization."). The audience behind the app is not yours and not shared with your organization. Share or request the audience first.
• "Failed to load sharing options. Close and try again." The sharing options did not load. Close the dialog and open it again.
• "Failed to load access data. Refresh to try again." The list of people with access did not load. Refresh the page.
• "Could not copy link". The browser blocked the clipboard. Allow clipboard access and try again.
• "Couldn't send your request. Please try again." The access request did not reach the owner. Click Request access again.
• "Couldn't save your decision. Please try again." The approval or denial did not save. Repeat it.
• "This request changed or was already decided. The list now shows the latest." Someone already decided it. Read the refreshed list.
• "This access can't be approved here. If they already have some access, change their role from sharing instead." The person already has access. Change their role from Share.
• "Access approved, but the app's Audience couldn't be shared with them, so they may not see its data." The app was approved and the audience was not shared. Share the audience with them.
• "Couldn't load access requests". The page could not read the requests. Reload the page.

Resources

• How to share an app or widget in GTM One
• How to request access to an app in GTM One
• How to review access requests for your apps in GTM One
• Overview of apps in GTM One