Reinstalling an add-on from marketplace doesn't seem to reflect in license status

[Shree Lekha Ramanathan]

 We are the marketplace vendor for the app Zoho Show for Confluence.    

 Upon following up a customer support query , it looked like his license details was not updated after re-installing the add-on from the marketplace. On checking the same workflow , we noticed a behaviour which we would like to be clarified.

 Scenario 1 : (SiteA.atlassian.net/wiki)

     We tried to reinstall the app and clicked 'Free Trial'. The popup for 'Updating app licenses' seems to show process until like 80% and then closes. On clicking 'Free Trial' again , 'Updating app licenses' popup shows up and starts progress from the beginning but doesn't seem to complete at all. 

Scenario 2 : (SiteB.atlassian.net)

   On clicking Try App from our marketplace page , we noticed an information in our manage add-ons page , stating - 'A long running task is initiated by another user. To avoid conflicts , you'll not be able to update apps until this task is completed.' But after sometime , our servers received a 'uninstalled' callback from marketplace for the same add-on. 

Please clarify this behaviour and let us know if we're missing something. 

Thanks much in advance.

Lekha
Zoho Show Team

[Shannon S · Accepted solution]

Hello Shree,

Thank you for contacting us. 

First, I wanted to let you know that I removed the URL to the customer instances from your post. This is because this forum is public, and sharing any private information can be seen by everyone.

Since you're having issues with UPM, I would recommend that you raise a ticket with our vendor support team at ecosystem.atlassian.net. Our UPM/Marketplace team can help and determine the cause of the issue.

Do let me know if you have any trouble with that.

Regards,

Shannon