# Troubleshooting

## Web Receiver opens on the Android TV

If the Web Receiver opens on the Android TV instead of your native app
unexpectedly, answer a few questions to troubleshoot the issue:

#### Was the app installed from the Play Store?

If not, check the software serial number of your Android TV device (NOT
the hardware serial number on the device) to see if it is properly listed
in the **same
[Cast Developer Console](https://cast.google.com/publish)
that your receiverID is listed** . See the
[registration page](https://developers.google.com/cast/docs/registration#devices) for
instructions on how to register your device if it is not listed.

**This serial number can change. It is a software serial number
and is not the one written on the device.**

#### Do you see an
`APP_NOT_INSTALLED_BY_WHITELISTED_INSTALLER` or
`INSTALLER_NOT_WHITELISTED` errors in the logs?

These errors indicate that the app was installed from an untrusted source
(not the Play Store) and that the software serial number and receiverID
are not properly registered in the same
[Cast Developer Console](https://cast.google.com/publish).

#### Is your device software serial number and receiverID
listed in the same Cast Developer Console?

Both the device serial number and your receiver's ID need to be listed
in the same
[Cast Developer Console](https://cast.google.com/publish).

See the [registration page](https://developers.google.com/cast/docs/registration#find_device_serial_number)
for instructions on how to find your device's software serial number.

#### Is your device software serial number correct?

The software serial number of your Android TV device used for Cast is
different from its hardware serial number listed on the device and can
change.

See the [registration page](https://developers.google.com/cast/docs/registration#find_device_serial_number)
for instructions on how to find your device's software serial number.

#### Is your sender app Cast Connect enabled?

Ensure that the installed sender app has Cast Connect support enabled as
detailed in the
[sender app setup](https://developers.google.com/cast/docs/android_tv_receiver/core_features#sender_app_setup)
section.

#### Is your Android TV app's package name properly
listed in the Cast Developer Console?

Ensure that the package name in the
[Cast Developer Console](https://cast.google.com/publish), as
shown in the
[Cast Developer Console setup](https://developers.google.com/cast/docs/android_tv_receiver/core_features#cast_developer_console_setup)
section, matches the app installed on your Android TV.

#### Do you have a `LaunchRequestChecker` for
your Android TV app?

If so, try removing your `LaunchRequestChecker` to see if your
app properly launches the native Android TV receiver. If this fixes your
issue, you may need to fix your launch checker logic or log in to the
sender app.