Store App missing from Dev instance

[MHager]

I am having an issue with a specific Service Graph Connector not being listed in the Application Manager in my development instance.

I installed the Service Graph Connector for Ordr, but was having some issues with the configuration, repaired it and then ultimately uninstalled it fully with the intent of reinstalling from scratch.

Now the connector is not listed in that instance as installable but does in my Test and Prod instances. What could cause this, and has anyone run across an issue like this before?

[Mayuraaa]

Hi, try cache.do and then go to Application Manager, search for the application, and click Sync Now

[MHager]

Unfortunately, that's one of the very first things that I tried, and it has had no effect. After clearing the cache and syncing with the Store, the listing is still not there, but only in my Dev instance.

Dev:

Test:

Prod:

[SaurabhT7455244]

Yes, this can happen, and the fact that Ordr still appears in Test and Prod but not Dev points to an instance-specific Application Manager / entitlement / catalog state issue, not the connector being globally unavailable.

The first thing I would do is Sync Now in Application Manager. ServiceNow says Application Manager syncs with the Store automatically every 24 hours, and if an app is missing you can manually synchronize it.

If it still does not appear, check these in order:

1. Instance entitlement / visibility
   Application Manager only shows apps/plugins that are available or licensed for that specific instance. Non-prod visibility can differ from production, and third-party vendors can control whether their app is installable on a given non-prod instance.

2. Release compatibility
   Confirm Dev is on the same ServiceNow release/patch as Test/Prod. An app version may be filtered out if it is not compatible with the Dev instance. Application Manager explicitly uses compatibility as part of what it exposes.

3. Residual install state after uninstall
   Because you repaired and then uninstalled it, Dev may have stale application metadata or an incomplete uninstall state. Repair is intended to restore corrupted or partially deleted application files, while uninstall removes the application and can optionally retain fields/data. 

4. Store entitlement mapping for that instance
   For third-party Store apps, the entitlement can exist at account level but not for a particular instance. ServiceNow documents instance-level blocking scenarios where the app must be explicitly entitled to that instance.

I would compare Dev vs Test for:

• ServiceNow release/patch
• Application Manager → Available for you
• Store/entitlement status for the Dev instance
• Whether the app still exists under Installed, Updates, or any residual application record
• Whether Sync Now changes the listing

If Dev is aligned with Test/Prod and the app still does not return after sync, I would raise a ServiceNow Support case with the Dev instance name + Ordr Store application/package ID. At that point the likely issue is stale Application Manager/Store metadata or instance entitlement state following the uninstall.

I would not manually delete application records from sys_store_app / sys_scope unless ServiceNow Support directs you to. That can make the reinstall problem worse.

[Tanushree Maiti · Accepted solution]

Hi @MHager 

Can you try the resolution in your non-prod ( sandbox /dev) as mentioned in this KB:

KB3158800 Installed application not visible in Application Manager 

Issue

An installed application is not visible in the ServiceNow Application Manager. Syncing the store and clearing the Application Manager cache did not resolve the issue.

Cause
A custom app entry for the application in the sys_app table prevents the store application from appearing in the Application Manager.

Resolution
Navigate to sys_app.LIST in the instance and delete any custom app entries for the affected application.
Verify that the application is now visible in the Application Manager after removing the custom entry.
Note: If the application is still not visible, a missing sys_app record may be the cause — for example, after an instance clone where sys_app was not preserved. Use the Convert to Development Mode link to regenerate the sys_app record, and add sys_app to the Clone Data Preserver table to ensure application metadata persists across future clones.
If the application remains unavailable, verify that the following sys_properties are configured correctly.
sn_appclient.app.install.offline — false
sn_appclient.repository_base_url — https://apprepo.service-now.com
sn_appclient.upload_base_url — (blank)
sn_appauthor.upload_base_url — (blank)
Note: If syncing the instance does not restore application visibility after an upgrade, a version mismatch between the application and the current platform release may be present. Use the ServiceNow Store to verify compatible versions for the application.
Reindex the affected tables (sys_package, sys_remote_app, sys_app_version) to ensure changes take effect. For reindexing instructions, see Reindex tables in ServiceNow — KB2805679.
Run the following script in the background script executor to clear the cache and sync the Application Manager:
new global.AppManagerCache().deleteAllCache()
new sn_appclient.UpdateChecker().checkAvailableUpdates();

6. Confirm that the application is visible in the Application Manager after reindexing.