Unable to update Apple Apps installed using self service.

[brianandle]

We just started using JSS this year. Everything is up and working except for one thing. Apple Apps that are made available via the Self Service portal seem to get stuck during the updating of the app.

The error on the iPad is. Unable to Download Application. "App Name Here" could not be installed at this time." This error has occurred with several apps.

I could really use some help with this as we just handed out 130 iPads to students and several have already seen this error.

[michael_ferguso]

bump!

[DVG]

I'm seeing the same issue and I'm sure it's something I've done that's not allowing the update to proceed, just need to know where to look.

[turnere]

We had trouble installing apps until we realized that we had mis-configured our profile. Make sure that under Restrictions you have 'Allow installing apps' checked under Devices AND 'Allow use of iTunes Store' checked under Applications.

[monogrant]

We don't have any restrictions configured in any profile, but are experiencing the same thing.

It doesn't appear to matter if the app was installed through the Self Service portal of if it was installed through the App Store.

Once the app attempts an update it breaks the app.

UPDATE: This seems to be an issue with Google's apps and their EXTREMELY long version numbers.

[Fink]

Hi @monogrant

Are you running the Updates from Self Service? If so the issue you are likely running into here may have something to do with the following workflow.

1. Install Google Earth 1.0 via the App. Store or Self Service does not matter.

2. Google Earth 2.0 comes out. The end user goes directly to the App. Store and updates all of there Apps. The version of the Application changes from 1.0 to 2.0 on the device.

3. Then next time the device submits an inventory report the JSS will note there is a version mismatch between the version on the device, and the version number in the JSS.

4. The Self Service App. on the device will then prompt the end user to update the Application. However when the end users tries to update through Self Service it is not actually upgrading the App. what is is doing it trying to downgrade Google Earth 2.0 to 1.0 which is the version in the JSS. Apps. do not like to be downgraded and what we often see is that they get about 80% done and then just sit there.

This is an issue that we have know about for quite a while, however there is no standard for versioning apps. Since not all App. Vendors do version numbers as cleanly as 1.0 and 2.0 as in the above example it is impossible to build logic in that would let us know which App. Version is the most recent.

What we have done to help resolve this, is to make a check box under Mobile Device Management Framework Settings >> Self Service >> Show App Store App Updates. If this box is checked, that is likely what is causing the issue, and we can uncheck it. Then users can just use the App. Store to update there App. Store Apps.

Hope this helps.

David

[benmcginnis]

I've turned off everything for Self Service but iPads that tried to update these apps and became frozen are still stuck. Any ideas for how to force these to update from the AppStore after becoming stuck from Self Service? This happened on about 300/900 iPads and I don't want to tell them all to restore and have to enroll their iPads again.

[arriella]

What do you think about app updating? Take a look at the article How to Update Apps on iPhone and Android-based Device. Follow the Best Practices

[andersenlab]

In conclusion, Andersen is an update to the Apple Apps installed using self service. This update contains bug fixes and performance improvements. To install the update, open the App Store and click on the Updates tab.