Apps staying grayed out

We were informed today that Apple released a fix which addresses this issue. Word, Fligrid and Hudl were the only 3 apps that were mentioned.

Tested and Word installed without issue.

I also can confirm that Apple fixed something server side and device assigned, newly updated apps are again installing. Unscoping is not necessary, just delete and redownload.

I feel sorry for the OP as the thread has filled up with an Apple issue. My only thought for @Howard.Trevor is IF the apps are no longer active in the DB they should show up in a debug log as "App: APPNAME is disabled - will no be removed or installed".

I can also confirm that Apple has fixed the non installation of word issue
I performed the following:
Deleted the App if its greyed out on the iPad
Exclude the user/device from the scope for the App
Ran an inventory update on the iPad
Removed the exclusion
Re ran an inventory update
The App then download

I can also confirm that Word is resolved at our end as well.

I deleted the app from the device and pushed an inventory update which installed the app successfully.

On a separate note, it turns out that an error has appeared in my Failed Commands list for the other app, which I'm looking into.

I'm having this issue with Word and Cisco Webex Meetings.

@whereiswaldo7 From what I gather, the issue with Cisco WebEx Meetings may appear to be a licensing issue. I'm just about to submit a ticket to confirm.

We have 3800 iPads. We noticed this already in August this year, and I reported to Jamf. Jamf then contacted Apple, who 'kinda' helped, but wanted us to purchase an Enterprise Support to fully help. I then called Apple and the support technician tried to do what he could but taking it up the chain. We supplied Log files to both Jamf and Apple, and as of Sep 25, it still isn't working on our network.

Strange thing though, if I take iPads home, and use configurator to erase them, all apps will install. In the school district it takes a lot of time to get all the apps to install.

Since August, we have "prepared" which includes erasing, over 3,000 iPads. We have many apps 'Pushed' out to iPads depending upon requests from teachers. Typically between 10-30 apps are pushed out to each iPad. Not once have we had a 100% success since August. Yet when I take the iPads home, it is always 100% success.

We have 9 elementary buildings where we are 1:1 with iPads. IF an app continues to say "Retry Installation" we turn our phones into 'hot spots' and the apps will then install right away. If an app stays 'grayed out', we must delete the app on the iPad, go into Jamf and delete the "Pending App" in both History > Management History AND History > Apps, then Update Inventory. Sometimes we just give up on the Push and install the app via Self Service. Either way, this is a huge time waste.

Our network engineer claims we are not filtering at all in our Administration Building (and true everything works quickly and other than several apps not installing, no other problems). Also, we typically will have all apps install no problems except for 1-4 apps, and it isn't always the same apps either.

We have tried Caching Servers, USB Caching Servers, and NO Caching Servers.

Today, I am going to try updating iPads to iOS 12 and erasing.

@bvondeylen When you say filtered are you saying you have no content filtering present in that (admin)building or is it that bandwidth throttling isn't present? Certainly sounds like bandwidth throttling to me. If caching servers in sufficient enough numbers aren't helping then it seems like the last hop traffic is being throttled in your school buildings.

What's your wireless infrastructure like? Do you have an AP in each classroom?

We have a 10G pipe to the internet (will be 11G soon). We are using about 2GB daily.

We have an AP in each room, but I have also come in on a Saturday when no one else is in the district and had the same issue. It isn't bandwidth.

By filtered, I mean our Firewall. We have set our firewall to be open at the AD Bldg (we have no students here) and we are having the same issue with app installing.

I have also set USB Internet Sharing ON on the MacBook Air I am using for Configurator 2 which hasn't helped the apps to install either.

I have been on the phone with both Jamf and Apple trying to figure this out (several times since August) and it just hasn't worked.

Today, I Restored 4 iPads so they would update to iOS 12, and then I watched apps installed. Some I had to click "Retry" for them to install, and several just didn't install at all ('grayed out'). Going through the Delete App, Clear History, Update Inventory, got them all installed, but nursing this along is not fun.

It all worked without problems last school year.

@bvondeylen Did you ever get your issue sorted out? No matter what I tried, no matter what our network team tried, and no matter what Jamf support tried, the only way I could get it done was to change my configuration to allow for the user to manually delete that apps, and then to re-push the apps back out. Couldn’t get the apps to do anything on my end since they never technically “installed” and having the users do it took a few weeks. Had to have our help desk send out email after email setting up schedules for apps to be deleted since I didn’t want that configuration open when students were using the devices as they would go on a deleting spree. It was definitely a mess. Hasn’t happened since so I have no idea what caused it, but would really like to avoid it happening again.

I had a similar issue and this thread is one of the first results so this may help someone. In my case the issue was the iOS was too old to support the app.

It appears I'm seeing this with an app called TestNav which is used for standardized testing in schools.
We are seeing about 10% failure rate of auto install.

iPad OS is 13.7 - 14.2
Plenty of licenses available.
The icon was grayed out with the word Waiting.

When clicking on the icon we were presented with the following message:

Unabelt to Install "TestNav"
You must purchase this app to install it.
View in the App Store
OK

We would click OK, then delete the app, and then go to Self Service to download.

I have had this particular situation happen on several iPads what we did to fix them

remove restrictions 

Edit homescreen - tap on - sign remove app

in Jamf - go to record - history - app - cancel all pending apps

Restart ipad

add restrictions back - this normally fixes the issue.   I only do this on an individual basis, out of 3000 iPads over 4 sites I think we had about 50 that this happened to.  Regularly every year.