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SOTI-MobiControl sits on "installing" on Iphone 11

JM
Jacob McCredie
ALSCO PTY LIMITED

Hi,

I am having an issue with multiple iphones, After enrolling in Mobicontrol and getting our app catalog on the device, attempting to install MobiControl the page sits on "installing" and never starts the download or install of the app.

https://imgur.com/a/OWbIGbb

MobiControl version 15.2.0.4819
App version 13.4.2
IOS version 14.4.2 - Iphone 11 Pro

here is a part of the log that may be useful:

[2021-05-10 13:51:48.332] INFO [General] (141): Incoming request [2670]: https://apple.alsco.com.au/mc/mdm/appcatalog/manage/00008030-00142DA42206802E/net.soti.mobicontrol
[2021-05-10 13:51:48.347] WARN [General] (246): Expected thread to have device identity with ids: 100001694, '00008030-00142DA42206802E' but was 'Service'.
[2021-05-10 13:51:48.347] WARN [General] (246): Raising alert DeviceUserRequestedApplicationInstallation. DeviceId: 00008030-00142DA42206802E.
[2021-05-10 13:51:48.394] INFO [General] (238): Outgoing response [2670]
[2021-05-10 13:51:48.410] INFO [General] (267): Incoming request [2671]: https://apple.alsco.com.au/mc/Files/Content/installing_grey.png
[2021-05-10 13:51:48.410] INFO [General] (172): Outgoing response [2671]
[2021-05-10 13:51:57.519] WARN [General] (78): Expected thread to have device identity with ids: 100000691, '91fa5840c3e1c388' but was 'Service'.

we have other iphones that do not have this issue. we can add and remove mobicontrol as much as we want without issue.

Cheers.

Jacob

mobicontrol apple install-error
4 years ago
iOS
ANSWERS
RC
Raymond Chan Diamond Contributor
4 years ago

Are the apps VPP apps?  Are your devices supervised devices?  How long have you waited for the app to be deployed?  Have you cold booted the devices and retried?   Or unenroll and retry?    Is there similar problem for ALL your Iphone 11 Pro running the same iOS 14.4.2 and with same device agent v13.4.2? 

Do you have problem on one or all catalog rule(s) deployed to the device?  If there is only one app-catalog rule targeted to your devices,  have you tired adding an extra app-catalog rule with different app items and see you also get similar problem?

JM
Jacob McCredie
4 years ago (edited 4 years ago)

Are the apps VPP apps?

No they are not VPP apps,

Are your devices supervised devices?

No the devices are not Supervised

how long have you waited for the app to be deployed?

On the devices that do work, only a few seconds.

Have you cold booted the devices and retried?

Yes same issue

Or unenroll and retry?

Yes same issue

Is there similar problem for ALL your Iphone 11 Pro running the same iOS 14.4.2 and with same device agent v13.4.2?

No, there are a few Iphone 11 Pros with 14.4.2 and agent V13.4.2 that are working correctly. however none that I am able to get my hands on currently.

Do you have problem on one or all catalog rule(s) deployed to the device?

We only have one. I have created a test rule with similar settings but instead setting the app to available instead of mandatory and we had the same issue.

If there is only one app-catalog rule targeted to your devices,  have you tired adding an extra app-catalog rule with different app items and see you also get similar problem?

We havnt tried with different app's but we have tried with different catalog and the same-app but it unfortunatly didnt help.

Thankyou for your reply Raymond!

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