This issue popped up on me in the spring and has resurfaced now as we prepare iPads for students. After setup most iPad apps install everything fine, however some devices show apps either dark or with the bullseye placeholder and say "waiting", but when you click on them you get this message:
Unable to install "Jamf Self Service"
You must purchase this app to install it
View in app store
Some of them show as installing in the system but not all. They do not process unless I manually delete every dark app and restart the iPad. This is obviously not ideal when managing large fleets, or when devices are at home with students during remote learning situations. Wondering if anyone has dealt with this issue and found a resolution.
We have run into this also. Press and hold on the "dark" app and select Cancel Download. Then wait for the next inventory update (if set to Install Automatically), or install the app from Self Service. Note that this workaround requires that you have not pushed a restrictions profile to prevent app deletion.
We are not sure on the cause in our environment, but are speculating that it's related to time-of-use rules with our internet filter. During a period where internet access is disallowed on the device, the iPad checks in to JSS and gets a command to install app, but then cannot reach Apple servers to verify the license and download the app content. Apparently device communication to MDM still works when internet is blocked by our filter.
That is interesting, though we do not have any such limitation set. My goal here is to avoid having to physically touch over a thousand apps as that defeats the point of remote management and it is not easy to direct hundreds of young children from home how to do this in a timely manner. I am reaching out to my rep again as I have an iPad right here that will not install apps after the deletion. It immediately gives this error and goes dark.
Edit: My initial workaround only lasted for about half of the deployments. Back to simply echoing the sentiment of experiencing the situation and not having a solution.
I am experiencing the same issue. We are pushing 10 apps from VPP and then configuring the home screen to a specific order. Interestingly, I discovered if I push all but Adobe Acrobat Reader it works exactly as expected. So I am just leaving Acrobat as a manual install from Self Service for now.
I moved all my iPads from our Jamf Pro instance and into Jamf School because, after trialing it for a month, I found the interface more friendly for solving things like this. For instance, here is how I've been solving this same problem with Jamf School:
Maybe there's a similar tool in Jamf Pro for managing iPads, but I haven't found it, and have stopped looking at Jamf Pro for iPad management. I use Pro for managing our laptop fleet and School for the iPad fleet, and I'm very happy with this compartmentalization.
Sorry, I know this isn't a solution; just offering my opinion and some info. It was a PITA to have to re-enroll all our iPads into Jamf School but I'm so happy that I've done it.
I have had some success with going into the individual Devices
Mobile Devices > Management
Cancel all Pending Commands
Click on Update Inventory
It has worked on some of the IPADS I'm trying to load apps too, and not others.
I was on the line with Jamf Support, and this is what we did. With kids going back to School, the Apple server is really busy, and it looks like when JAMF is trying to verify we have purchased the app, it is timing out with apple, then doesn't think we have purchased, and given the error. I'm hoping in a few days Apple is not so swamped and this works more seamlessly.
I hope this helps others.
We have had this problem for quite some time, half a year or so, after restoring iPads from iCloud backup. It appears to happen in all cases, independant of network connection. We're using Jamf School, an the retry to install app un devices stuck, as previous suggested, doeas not seem to have any effect. Restricitions does not seem to be of importance, as both students and teachers experience the problem; teachers having very few restrictions, only mandatory PIN.
Cancelling installation/deleting apps is normally not an option, as apps may contain valuable data that the user want to preserve, hence the restoring from backup instead of fresh install. Also the students have a fixed layout profile, preventing normal app deletion, so requires that they know the back door for delting apps through Settings-General-iPad storage.
We have, however, found a somewhat reliable workaround procedure (but have not been able to verify if all steps are neccessary):
Got this from the other thread linked above, might help.
Posted: 8/27/2020 at 11:59 AM CDT by jdhainley
I have also run into this issue. My solution:
1. Hold down icon until the option to Cancel Download appears and cancel download.
2. Cancel the download on all of the apps that are doing this
3. Restart the device
4. Send a Blank Push from the Management Commands to that device
Hope that helps!
Got this from the other thread linked above, might help. Posted: 8/27/2020 at 11:59 AM CDT by jdhainley I have also run into this issue. My solution: 1. Hold down icon until the option to Cancel Download appears and cancel download. 2. Cancel the download on all of the apps that are doing this 3. Restart the device 4. Send a Blank Push from the Management Commands to that device Hope that helps!
To piggy back on this, I've found you don't need to reboot the device. Just send the inventory update command & blank push and it will start installing.
@SirSir @MarkDixon Any idea why I can't get the "cancel download" option? I press and hold I get edit screen and share app, followed by jiggling icons and no menu. I ended up having to go to the scope of the app, adding the ipad as an exception, waiting for it to remove, then removing the exception. That is very unpleasant!
If you have the Home Screen Layout payload activated then you dont have the option to cancel the download from pressing and holding the failed app. Nor do you have the option to delete the app from the Storage settings (which is currently the only method when you have HSL payload). So the simplest fix i've found is to:
1 - Exclude the problematic device from the Configuration Profile with the HSL payload.
2 - Cancel the download(s) on the device.
3 - Delete any pending apps in the Jamf History tab.
4 - Update Inventory or manually download the apps from the Self Service.
5 - Remove the Config Profile exclusion rule.
It's only happened a couple of times for us so not too much of a hassle but i wouldn't like to do it often.