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iOS Profile - Stuck "Pending Installation"

JH
Jonny Hill
Paragon Fleet Solutions Ltd

We are currenty testing deploying iOS Applications to our managed iOS devices within MobiControl. We are not enrolled in the Apple DEP program and our iOS devices are enrolled into MobiControl unsupervised. We therefore assign a profile to our iOS devices with a default web clip to access the Application Catalog. Any applications can then be downloaded and installed from there via the relevant Application Catalog Rule.

We have enrolled two test devices for this scenario, an iPhone and an iPad. On the iPhone, we successfully deployed a Profile containing the App Catalog web clip and was able to install applications from there. However, on the iPad, even though the same Profile is assigned to this device, the profile remains at "Pending Installation" status and will not install the default App Catalog web clip from this Profile.

Has anyone had this issue before where iOS profiles are stuck at "Pending Installation" status?

Are there any agent or server side logs I can view to see why this profile is not installing?

iOS profiles
6 years ago
SOTI MobiControl
ANSWERS
R
RKMOD@SOTI
6 years ago (edited 6 years ago)

Hi Jonny,

It seems that your device is unable to receive installation command from the Deployment server or it has got stuck in between. In order to proceed further, could you please try the following:

  • Please confirm if your device is properly connected to the internet.
  • In the device logs, verify if the device check-in or MDM check-in is happening?
  • Can you try to revoke/reinstall the profile once?

Please feel free to revert for any of your queries.

JH
Jonny Hill
6 years ago

Hi Thanks for the reply.

  • I can confirm the device is connected to the internet. I can see the agent connected both on the device and via the console. I am also able to remote view and send a message to the device
  • As per the device logs, the device is successfully checking in and I have also triggered a device check-in from the console
  • I have attempted a "Retry Profile Installation", however, as the device is pending installation, this does not resolve the issue and this command only attempts to reinstall for devices that have "Failed" or "Partially Installed" status

I currently have a support case open with SOTI, so awaiting a time to schedule a remote web session to investigate this further.

RC
Raymond Chan Diamond Contributor
6 years ago

- Have you "successfully" deployed and subsequently revoked any other profile with very simple payload (e.g. a profile with a just one single Wifi payload specifying a SSID and password)?

- What are the version and build numbers of your server and device agent?

- Do you have a 3rd party SSL certificate for the domain name associated with your server host?

- Is the problem repeatable for ALL the iOS devices enrolled onto your server? Or just for one device?  If so, what is the spread of the device model and firmware version? 

- Are the problematic device(s) already installed with a small number or a large number of applications (applications not necessarily deployed/managed via MobiControl, but installed/bought from Apple App Store with personal AppleID?

- Could you show a screenshot of the MDM profile(s) reported in Settings in your problematic device?

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