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Troubleshooting app thumbnails, descriptions and app emails in GTM One

Learn how to fix a missing or wrong app thumbnail, a description that will not generate, a blank image in an app email and how to stop app emails.

Scott SirowyScott SirowySenior Director, Product Management

Learn how to fix a missing or wrong app thumbnail, a description that will not generate, a blank image in an app email and how to stop app emails.

Overview

GTM One shows an app's thumbnail on its card and in the emails it sends when an app is published or shared. Each of these emails has a status label beside the GTM One logo (for example "Published" or "Shared with you"), a card labelled "Custom GTM One app" or "Custom GTM One Widget" with the app's name, the thumbnail, one Open in GTM One button and an Unsubscribe link in the footer. The thumbnail comes from a live screenshot of the app, or from an image its owner uploads. The description comes from the owner, or is written from the build chat. For the steps to change either one, see How to change an app's thumbnail and description in GTM One.

Find the symptom below and follow the steps under it.

Recapture does not produce a thumbnail

You see "Automatic capture failed. You can try again, or upload your own image below."

The screenshot is taken from the running app. It fails when the app does not finish loading its data in time, or when the app is still showing an error of its own.

  1. Open the app and check that it loads and shows data. Fix the app first if it shows an error (see Troubleshooting apps that cannot load their audience data in GTM One).
  2. In the builder, click the three dots icon (More actions), click Update thumbnail and click Recapture. Capture can take up to a couple of minutes.
  3. If it fails again, upload an image of your own in the same dialog. It must be a PNG, JPEG or WebP file, up to 5 MB and at least 640 by 400 pixels.
  4. For a widget, pick a record in Preview as before you recapture, so there is real data to show.

An uploaded image is kept when the app is recaptured later.

An uploaded image is refused

  1. For "Use a PNG, JPEG, or WebP image.", convert the file to one of those types. GTM One checks the file's contents, not only its name, so renaming a file does not help.
  2. For "Image must be 5 MB or smaller.", reduce the file size.
  3. For "Image must be at least 640×400 pixels.", choose a larger image.
  4. If the file is one of the supported types but is refused, open it in an image editor, save it again as a PNG and upload it.

The description will not generate or save

  1. For "Failed to generate a description. Please try again." or "Could not generate a description.", click Generate description again (it reads Regenerate description when the app already has a description), or type the description yourself.
  2. For "Your session has expired. Refresh the page and sign in to generate a description.", refresh the page, sign in and try again.
  3. For "You don't have access to this app's build conversation.", open the app as its owner. A description is written from the app's build chat, which only people who can edit the app can read.
  4. For "There is no build conversation to summarize for this app yet.", send a first message in the builder, or type the description yourself.
  5. For "Failed to update description. Please try again.", click Save again.

An app email shows a blank or placeholder image

The image in the email is a link that GTM One signs when it sends the email. When the image cannot be shown, the email displays a neutral placeholder picture instead of the thumbnail.

The placeholder appears when:

  • The email is more than 90 days old. The link expires after 90 days.
  • The app was archived or deleted. An archived app shows the placeholder, and the thumbnail comes back if the app is restored.
  • The app has no thumbnail yet because its first screenshot has not been taken.
  • The email was changed on the way, for example by a mail security tool that rewrites links.
  1. Open the app in GTM One. If it opens, the app itself is fine.
  2. Check that the app has a thumbnail. If not, follow Recapture does not produce a thumbnail above.
  3. Ask the owner to share the app again if the email is old. A new email carries a new link.
  4. If images from the email never load for you, allow images from the sender in your mail client.

A thumbnail in an email shows the app's current thumbnail, not the one it had when the email was sent. A replaced thumbnail appears in older emails within a day.

You want to stop getting app emails

  1. Click Unsubscribe in the footer of any app email. You can also open Settings in GTM One and then Notifications.
  2. Clear the GTM App Activity email setting.

This turns off the app emails GTM One sends you. If the Notifications page is not available to you, ask your admin.

If you see an error

  • "Automatic capture failed. You can try again, or upload your own image below." The screenshot could not be taken. Click Recapture again, or upload an image.
  • "Use a PNG, JPEG, or WebP image." The file type is not supported. Convert the image.
  • "Image must be 5 MB or smaller." The file is too large. Reduce its size.
  • "Image must be at least 640×400 pixels." The image is too small. Choose a larger one.
  • "Could not generate a description." The description could not be written. Try again or type it.
  • "Failed to generate a description. Please try again." The request failed. Try again.
  • "Your session has expired. Refresh the page and sign in to generate a description." Your sign-in expired. Refresh the page and sign in.
  • "You don't have access to this app's build conversation." You cannot edit this app. Open it as its owner.
  • "There is no build conversation to summarize for this app yet." The app has no build chat. Type the description yourself.
  • "Failed to update description. Please try again." The description did not save. Click Save again.

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