Question

⚠️ [BUG ALERT] App Builder Freezes Solid When Attempting to Deploy an "Improvement" or Update

Forum|Forum|10 months ago
September 25, 2025
13 replies
76 views

Hi everyone,

I'm hitting a critical roadblock with the Zendesk App Builder and wanted to see if anyone else is experiencing this.

The Problem:

I've tried to deploy an updated version (an "improvement") of my existing app. The process did initiate, but the entire App Builder screen freezes completely and never returns. I can't interact with the interface of this particularly at all.

The entire browser window containing App Builder becomes totally unresponsive ("frozen"). I cannot proceed with the deployment or open the app for further editing.

I've tried other browsers and the results is the same.

Always This.

app-builder

Jennifer Yim

Product Manager

Hi Vinicius,

Thanks so much for flagging this critical bug. Our team is actively investigating, though it’s proving to be a bit more complex fix. Peng Chong Tan will keep you updated as the team makes progress, and we really appreciate your patience in the meantime.

Jennifer Yim

Product Manager

Hi Vinicius,

Thanks so much for flagging this critical bug. Our team is actively investigating, though it’s proving to be a bit more complex fix. @peng13 will keep you updated as the team makes progress, and we really appreciate your patience in the meantime.

Vinicius11Author

Hello @jennifer20 and @peng13 .

Thank you for your attention. The prior instability issue ("the frozen scream") has been resolved. However, we are now encountering a new and critical obstacle concerning the platform's update mechanism.

The App Builder is falsely claiming to apply updates/fixes to the applications.

I restored the application to its version 27 state (this procedure was performed again) and then attempted to input and apply the new fix (the patch).

As you can clearly observe in the image provided above, the App Builder initiates its response sequence, stating that it is 'fixing and updating' the application. Crucially, this is only a textual response; the system fails to actually modify the underlying files or codebase.

In the end, the system does not display the new version (which, in this specific instance, should be version 30). Instead, it remains stuck on the restored version 27 (it displays version 29 because the application logic treats the restoration itself as the next incremental version step).

The application must function and be successfully updated as illustrated in the reference image below.

A

Aaran

I am experiencing the same issue as @vinicius11. now where he mentioned that the updates aren't being applied as suggested or as the builder believes they are. I'd hate to think of any damage done to our working code that's been made since the builder has been trying to fix the issue.

Despite going round in circles, I don't feel confident that manually amending the code the app builder suggested will work either.

@jennifer20

Vinicius11Author

@aaran

I usually save every version before requesting an update.
This makes it easier to ensure the code doesn’t go through too many changes. And since the “app builder” information is visually flawed, I restore the version as many times as necessary to make sure it picks up where it left off.
Currently, I’m on hold because of this front-end error.

Vinicius11Author

@jennifer20 i need urgency in this new bug, im not being able to requests fix.

Jennifer Yim

Product Manager

Hi Vinicius,

Yes, that's one of the critical bugs we fixed on time for GA launch of App Builder, which happened last week. There was previously an AI message context bug that stemmed from how App Builder handled message history context, previously as unstructured text, which caused AI models to misinterpret or hallucinate tool calls. We’ve updated this logic to process messages in a structured format, ensuring more reliable context handling and app consistency. It should be all good now!