SOTI Pulse Logo

Application from PlayStore doesn't update

MM
Miguel Machado
CodeOne - MSP

Hi, I have around 250 devices with an app policy to install/update one application from Google PlayStore.

I configured the application with High Priority as App Updated Mode.

These devices also has one profile with Managed Google Play configured as Always Update.

When a new version is available in PlayStore, almost half of the devices doesn't update.

When I access Play Store on device, there is an indication that a new version is available. I can select the update option and the application update will be installed.

Do you have any suggestions on how to fix this?

android playstore
a year ago
SOTI MobiControl
ANSWERS
RC
Raymond Chan Diamond Contributor
a year ago

If you have the app updated in more than half of your 250 devices, the configuration of your policy and MobiControl server should be fine.

For the remaining problematic devices,  you might first check if there is/are any CONSIST patterns (e.g. specific combination(s) of device brand/model, firmware version, agent version, etc.) that is not found in the set of devices that are OK.   Then, based on the factor(s) narrowed down, some possible fix MAY be devised.  Sometimes, the problem stems from Google backend servers.  In some such cases, all one can do is to report and wait for Google to fix the problem.

MM
Miguel Machado
a year ago

Hi Raymond,

I can't find any pattern. 
These devices are all equal.

Zebra TC26
OEM Version - 11-20-18.00-RG-U00-STD-HEL-04
Agent Version - 2024.0.2.1131

ÖC
Ömercan C.
a year ago

Hi

We also occasionally encounter this issue. The script "app_upgrade enable PackageName" would definitely be worth trying.

MM
Miguel Machado
a year ago

I tried this script on one device, but it didn't work.

RS
Rafael Schäfer
a year ago

Hi Miguel,

please keep following in mind regardiung app updates:

Default update behavior

By default, apps are updated automatically when the following constraints are met:

  • The device is connected to a Wi-Fi network.
  • The device is charging.
  • The device is idle (not actively used).
  • The app to be updated is not running in the foreground.

Google Play typically checks for app updates once a day, so it can take up to 24 hours before an app update is added to the update queue. After an app is added to the queue, it will be automatically updated the next time the constraints above are met.

App update settings available to users

Your users can modify the Wi-Fi network constraint by changing the auto-update settings on their device. A user can select one of the following options:

  • Update apps over any network.
  • Update apps over Wi-Fi only (this is the default setting).
  • Do not update apps.

Source: https://support.google.com/googleplay/work/answer/9350374?hl=en

As we have the option "on Wifi only" i assume that's the only one which you can ignore in the prerequesite list from Google but the other 3 needs to fit otherwise an update is not executed.

MM
Miguel Machado
a year ago

Hi Rafael,

I configured the application with High Priority as App Updated Mode to override these requirements.

MD
Matt Dermody Diamond Contributor
a year ago

I haven't had much success with that configuration option to be honest. When you're installing apps via Google Play you are at their mercy. If you have access to the APK its almost always better to install directly as a Package in SOTI. Managed Play is a black box that you can't really influence despite options like this giving us a false sense of control.

MM
Miguel Machado
a year ago

Hi Matt,

In this case, installing as a package in SOTI is not an option. 
It is a requirement from my client to install this app from the Play Store. 
I think the developers of his app don't want to share the APK with my client.

It's absurd that SOTI has this feature without it being fully functional.
I have already contacted SOTI Support, but they are not really able to help me. First, they ask for device logs, and then they ask for server logs. However, I am currently unable to access my client's SOTI server.

MD
Matt Dermody Diamond Contributor
a year ago

My comments were not indicating that this is a limitation of SOTI, but rather a limitation of the Google Play Store for distribution. The High Priority mode is a feature of Google Play that has been exposed within SOTI. If it is not working as desired I think that is a function of Google Play not handling it with the desired priority versus is being an issue with SOTI. You're basically asking Google to install the app as quickly as possible and then hoping for the best. The EMM itself does not install the app when you're using Google Play, it merely lets Google Play know about it and then from that point on you're at the mercy of the responsiveness Google Play and the various update criteria. 

J
JJMOD@SOTI
a year ago

Hi Miguel Machado,

Thanks for posting on SOTI Pulse, Thanks Raymond, Omercan, Rafael & Matt for responding to the post, your expertise and willingness to help are greatly appreciated!

Can you confirm if you are still facing the issue?

If yes, I strongly recommend you Log a Case Online so we can investigate it further.

Please feel free to include any additional info regarding this issue.

Kind regards,

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | www.soti.net |

Similar Discussions