I'm using ASM and VPP.
I have a number of devices in our environment where they refuse to install applications. Sometimes it's a single app that does not install and sometimes it's all apps for the device.
On the Jamf Pro console I will see Install command completed yet when I update the device record the app does not show as installed.
At times I also see install command Pending - Application is not available to install.
I have plenty of licenses available for the app and devices are on different networks (our network, home network, hotspot, ...)
device syslog gives errors:
appstored (app info) Installing vpp application with evid: (null)
appstored (app info) Complete for evid: (null) changeType: 3 success: 1
Things I've tried so far:
1. Cancel the command, exclude the app from scope for the device
2. Application scope: Add the client to exclusion list
2. Device Management tab: Update Inventory and Send blank push
3. Wait for the device record to update
4. Application scope: Remove the app from scope exclusion
5. Device Management tab: Update Inventory and Send blank push
Global Settings>VPP Accounts>Account>Content>Select Category, locate the app from the list and select Refresh.
I have enabled debug logs, enabled VPP logging on the server and sent those to support.
I have sent a sysdiagnose log from a mobile client.
Support says it's an Apple issue.
Any other tips?
That is selected.
Vast majority of the devices do get the applications. We have a small number that don't and since we are on house arrest it's fairly difficult to swap a device for a user and it potentially creates a health hazard.
Someone suggested upping the number of free licenses and I have more than plenty left (used the -<5000 instant purchase method).
I did call Apple support and their suggestion is while on the phone with Apple go through the commands to install / push install apps and upload the sysdiagnose log to be reviewed by their engineering team. I'm looking for other ideas in the meantime.
The VPP token is good for another 5 months or so.
FWIW, seeing the exact same thing on our end with newly-enrolled devices within the past few days. Most apps install without issue, but a handful just refuse to install, with "Pending - Application is not available to install". I've opened a support case as well, so will report back with any updates.
I am having the same issue with the Netflix app right now. It says 'Pending - Application is not available to install'. JAMF said to talk to Apple. Apple said to talk to Netflix. Nothing from anyone. This app used to work as I can see where it pushed down about a week ago but it was a different version of the app. It appears to have updated to a new version as of late. Wonder if it is a version issue.
@canopimp For you does the app not install at all? Do you run into problems with other apps?
Vast majority of the mobile clients receive apps, and small subset do not receive any apps or not receive some.
It's difficult to gauge this as everyone is on lockdown / home and we don't conference with students (teachers do).
I encountered exactly the same issue on a specific Air 2 device out of more than 400 iPads of students at home because of lockdown. The iPad is ASM enrolled so I can ask the student for erasing all contents and settings and hoping that automatic deployment works. Did you ask remote iPad user for just erasing all settings? I will do that before nuking the remote device.
I came across this last year, I've seen it on MacOS and iOS App Store Apps through Managed Distribution (Formerly DEP), boosting the server capacity, (Cores and RAM) helped initially and it seemed to go away completely for a while once I transitioned to Jamfcloud, but it comes back sporadically.
We did additional testing like Corporate WiFi vs Home vs Hot-Spots - No difference.
When I do a batch of iPads in a trolley with a MacBook, Content Caching and Internet Sharing I don't recall Apps failing to install.
For us it was subsets of Apps that would consistently fail to install not subsets of devices so maybe a subtle difference but I think it's most likely an APNS issue which is why the below seems to work.
Usually, I go to the App page in JAMF, click Edit, click Save and the App starts to install, the other way is to let users know their Apps are in Self-Service, I have all my Auto-Install apps in one category called Auto-Install so it's really easy for users to find.
Another way to do it is to make a search group of devices missing a particular App (Criteria is Scoped to Smart Group or PreStage that should have App auto installed AND "App name" "Does not Have" "[AppName]" and do Actions/Remote Command/Cancel All Management Commands. Or to go into the device and Cancel all Management Commands.
A side effect of this apparent APNS bug is that far more of my users now know about and love Self-Service.
In Apple School Manager I have two sites.
One is used by one purchasing account for majority of the apps.
One is used by one purchasing account for Special Ed team.
In Jamf I am not using sites.
I do use Departments but that's a LDAP lookup to a grade level.
Are you suggesting to use a search like this:
Department IS Grade 1
or ( Department IS Grade 2, or Department IS Grade 3) and App name DOES NOT HAVE Zoom
Just a "Me too" note - have a handful of iPads (30 or so out of almost 3000) that just will not install MS Teams no matter what I've tried (remotely as we're also not in the office these days, and the iPads are at home rather than the schools). Have created a smart group of devices and tried the "cancel commands" and get a new inventory. I see the command to install the app go out but nothing on their end. Definitely an intermittent but persistent problem here.
I'm going to thrown my hat into the ring here as well. We've had this with a large group of iPads not wanting to install certain apps like IXL and SeeSaw. I've already tried all of the tricks (Blank Push, Inventory Update, Restart, etc.) and all of them have plenty of storage. It seems the best solution would be to wipe them, as we had a cart of iPads giving us fits that somehow we were able to wipe them and all of the apps installed just fine.
One thing I noticed under Apps in the inventory for a few of the iPads was that for most of the apps it did not show a name or any info other than "Installing". There were a few apps below on the list that gave the name and other info, but a good portion of the list only said "Installing" on it.
That's exactly what I'm seeing.
Attached a screenshot of what I'm seeing. Last inventory update was yesterday. Installing for days.
"Installing" without any additional fields.
I also see install command will complete but no app icon.
Temporarily we have relaxed our restrictions to allow app removal (if it's grayed out app) the user would delete, and try to install again.
I just wanted to chime in and say that my district is also having the same issue. I think the only fix right now is either a wipe or if you remove the user from their current smart groups/re-add. Seems to fix the configuration
See attached. An example of one of our users that are having this self service bug. My guess is that Self-Service is working but theres an issue with it pulling App Data? No idea but assistance is welcomed.
As @atomczynski says in the first post, try refreshing the app in the list below. It works, it's a pain, but it works, and you can only refresh one app at a time.
Management Settings > Global Settings>VPP Accounts>Account>Content>Select Category (iOS App), locate the app from the list and select Refresh.
We are also seeing this. Apps are completing commands to install the app but the app doesn't appear on the iPad and we have lots of apps that are blank.
This app was installed several weeks ago
For example: Install App - Google Docs - Auto Install 1.2020.36201 03/09/2020 at 11:54 AM
When checking the list of installed apps we have lots set to "Installing" that are blank which I assume are apps that have successfully processed the install command but the app hasn't installed properly and is now stuck.
We are also having the same issue. I have tried all the steps mentioned and enrolling again after a complete wipe and still having apps in this Installing mode. I have also refreshed the apps for this device and still says installing for days. They have installed fine on other iPads same version iOS same model. Has anyone ever found a fix for this?