Troubleshooting App Installation

Troubleshooting Based on App Status

“App Removed by User/32-Bit app” status

There are several reasons why an app will show as Removed by User/32-Bit app when trying to install:

  • The app was removed by the user.

  • The app installation has been scheduled, but the installation command hasn't been acknowledged by the device.

  • The app is a 32-bit app (not supported on devices with iOS 11 or later). You can check an app's detail page to see if it's 32-bit.

If it appears that a device might be stuck with the installation being scheduled but the installation command has not been acknowledged by the device yet, we recommend selecting the Automatically reinstall apps that are removed by user checkbox. With this option selected, the apps that are in this status will automatically try to re-install at the next check-in.

Note: This will also re-install any app that has been removed by the user.

“Assign only, not installed” status

You'll see this status when you've configured the app to be installed on-demand with the use of the Jamf School Teacher app or Jamf School Student app. To change this to an automatic installation, click the Settings images/download/thumbnails/65175747/Settings_icon.png icon either on a device scope or on the right side of the app detail page.

images/docs.jamf.com/jamf-school/images/Screen_Shot_2017-11-23_at_13.46.14.png

“Installed” (managed) status, but the app is not showing on the device

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 blacklist/whitelist active on the device. To check this, go to the specific device and view the profiles that are installed on the device. Next, open the installed profiles within the Jamf School Management System and check if any of the following options is present in any of the installed profiles:

  • Whitelist and Blacklist

  • Restrictions > Media Content > Allowed Content Ratings

Installation status is stuck on “Pending”

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

  • The device hasn't checked in yet.

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

  • Tethered caching is configured. The installation will only start if the device is connected to a macOS device.

Installation type defaults to On-Demand

Whenever a new device group is added to the scope, the installation type defaults to On-Demand. To change this, got to Organization > Settings > Apps & Documents > and select Enable automatic installation for new groups in the scope of an application or document.

Device-assigned app installations

If device-assigned apps do not install, check the following:

  • The iPads and iOS version meet the minimum system requirements of the app.

  • (Optional) The devices that will receive the apps are supervised. Without the supervised status, the device will ask for the Apple ID credentials if you haven’t entered them within 15 minutes. If the device is supervised and the logged-in Apple ID is “Associated” with VPP, the installation will be completely silent.

Apple ID-assigned app installations

If Apple ID-assigned apps do not install, check the following:

  • The iPads and iOS version meets the minimum system requirements of the app.

  • The users that will receive the app have the VPP status “Associated”. This means they have received the VPP invitation and accepted it. You can check this by navigating to Users & Groups > Overview and viewing the VPP Status column. Make sure all users that will receive VPP apps have the “Associated” status.

    images/docs.jamf.com/jamf-school/images/VPP_STATUS.png
  • The checkboxes for Auto-grant VPP licenses to users in scope and Auto-revoke VPP licenses from out-of-scope users at the details page of the app are selected, and the Installation Type is set to “Automatically install/remove”.

    images/docs.jamf.com/jamf-school/images/VPP_TOKEN_AUTO_GRANT.png

  • (Optional) The devices that will receive the apps are supervised. Without the supervised status, the device will ask for the Apple ID credentials if you haven’t entered them within 15 minutes. If the device is supervised and the logged-in Apple ID is “Associated” with VPP, the installation will be completely silent.

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