10.1.2.10 Functionality: The product crashes while trying to load

What it means

The testers installed your app and it crashed, hung or didn't do its main job on their devices. Policy 10.1.2 says your product must be fully functional, and 10.4.2 says it must start promptly, stay responsive and not close unexpectedly.

The report's own tip says an app can run fine during development and still crash in certification. Common reasons are a clean machine without something your dev machine has, no network connection, a sign-in the testers couldn't get past or a server that was down.

How to fix it

1. Install the exact package you submitted on a clean Windows machine or VM, with the Windows build named in the report if you can, and start it with and without a network connection.
2. Run the Windows App Certification Kit on the package. Its launch tests record crashes and hangs and can leave a dump file to debug.
3. If the app is a packaged desktop app that uses the C++ Runtime, declare the Microsoft.VCLibs framework package. Microsoft says using the wrong runtime libraries can make it fail when it runs.
4. If testers need to sign in or reach locked features, put a working test account and the steps in Notes for certification, and keep your service online during review.
5. If the report doesn't say enough, email reportapp@microsoft.com with your app ID or reply to the report email. Then fix the problem and create a new submission.

Does StoreFast check this?

StoreFast keeps your notes for certification on the app and sends them with every update, so the test account and steps go out each time. If certification fails, the app's page shows what Partner Center reported and StoreFast emails you.