Troubleshooting App Installation

App Status Troubleshooting

You can troubleshoot common app problems by the app status reported. The following table describes how to troubleshoot app installation based on app status.

App Status

Resolution

App Removed by User/32-Bit app

If an app displays as "Removed by User/32-Bit app", it can mean one or more of the following:

  • The app was removed by the user.

  • The app installation was scheduled, but the device has not received the installation command.
    You can select the Automatically reinstall apps that are removed by user checkbox to automatically reinstall apps at next device check-in.

    Note: This also reinstalls any app that has been removed by the user.

  • The app is a 32-bit app and the device is iOS 11 or later.
    Devices with iOS 11 or later do not support 32-bit apps.

Assign only, not installed

This status displays when the apps is configured to install on-demand with Jamf School Teacher or Jamf School Student. You can configure the app to install automatically by navigating to the app details page and selecting Change to automatic installation for all groups from the Settings images/download/thumbnails/79176880/Settings_icon.png icon.

Installed

Whenever the installation status is "Installed", it means that the app is successfully installed on the device. If the app is not available on the Home screen of the iPad, it is most likely because there is a Whitelist or Blacklist active on the device.

Resolution

To check this, go to the specific device and view the profiles that are installed on the device. Next, open the installed profiles in Jamf School and check if any of the following options are present in any of the installed profiles:

  • Whitelist and Blacklist

  • Restrictions > Media Content > Allowed Content Ratings

On-Demand

When a new device group is added to the scope, the installation type defaults to on-demand. To configure the app to install automatically, go to Organization > Settings > Apps & Documents and select Enable automatic installation for new groups in the scope of an application or document.

Pending

The installation status of an app can be pending for several reasons:

  • The device has not checked in yet.

  • The device is locked with a passcode. This results in a status 'NotNow' in the device's activity log.

  • Tethered caching is configured. The installation only starts when the device is connected to a computer.

App Assignment Troubleshooting

Device-assigned Apps

If apps assigned to devices do not install, ensure the following:

  • The device model and OS version meet the minimum system requirements of the app.

  • The devices assigned to the app are supervised. If the device is not supervised, the user is prompted to log in with their Apple ID.

User-assigned Apps

If apps assigned to user's Apple IDs do not install, ensure the following:

  • The device model and OS version meet the minimum system requirements of the app.

  • The users assigned to the app have a VPP status of “Associated”. You can check this by navigating to Users & Groups > Overview and viewing the VPP Account Status column. Users must associate their Apple ID with Apple School Manager to install apps purchased in volume with Apple School Manager.

  • The checkboxes in the app details page for Auto-grant VPP licenses to users in scope and Auto-revoke VPP licenses from out-of-scope users are selected, and the Installation Type is configured to “Automatically install/remove”.

  • The devices assigned to the app are supervised. If the device is not supervised, the user is prompted to log in with their Apple ID.

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