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new iOS app cannot be installed

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F
FVolral
Eleveo

Hello,

Our new private application has been accepted by Apple's App Review team. Initially, everything seemed fine through Soti's dashboard when we "purchased" the application and added it for mandatory installation on our company's iPads. However, the app is not installing automatically, and when we attempt to install it manually via the "App Catalog" app, we receive an error message in a pop-up. In French, the error message reads, "L'application n'a pas pu être installée. Contactez votre administrateur," which translates to "The application could not be installed. Please contact your administrator" in English. We have attempted to locate relevant logs for further investigation but have been unsuccessful thus far.

Upon inspecting the App Catalog, we noticed that it appears to be a webpage, with the URL "soti.our-company.be." Could this be the place to search for additional details regarding the error and gain a better understanding of what is causing the issue?

iOS App Catalog
2 years ago
SOTI MobiControl
ANSWERS
M
MNMOD@SOTI
2 years ago

Hello FVolral,

Thank you for posting on SOTI Pulse!

Could you please provide the information regarding the date when you added the licenses for the app on Apple Business Manager.

Also, if you could provide us with the latest 'Last Synchronized Date' for VPP. You can locate this information by following these steps: Go to Main Menu (≡) > Global Settings > Apple > App Store License Management.

Once we have this information, we want to make sure that VPP is up-to-date on the Mobicontrol Web console from the time app was added.

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Kind regards,

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F
FVolral
2 years ago

Hello, sorry for my delayed response. The issue is still present, and we have verified that the VPP (Volume Purchase Program) is up to date.

In fact, we have more details regarding the problem. It appears to be a bug with SOTI related to the App Store Identifier. We are using version 15.5.1.1010. When we click on "Save And Assign," the App Store Identifier, which is 6449421596, becomes a negative number: -2140512996...

In the DeploymentServerExtension.log, we found this error, but I believe it is because the App Store Identifier is incorrect:


**********************************************************************************************************************************************************
* Exception: Failed to push application XXX to device XXX                                                       . *
**********************************************************************************************************************************************************
[InternalLogicException: The VPP account XXX associated with the app catalog entry XXX does not contain the app XXX.]
   à Soti.MobiControl.AppPolicy.Apple.Implementation.LicenseManagement.VolumePurchaseProgramLicenseServiceEngine.AssignLicenseToDevice(AppleVppAppCatalogEntryInfo entry, DeviceEntity device)
   à Soti.MobiControl.DeploymentServerExtensions.AppCatalog.AppCatalogHelper.AssignVppLicenseToDevice(LegacyApplication entry, Device device, Device iosDevice, CommandProcessingContext context)
   à Soti.MobiControl.DeploymentServerExtensions.AppCatalog.AppCatalogHelper.ProcessRequestToPushApplicationToDevice(LegacyApplication entry, Device device, Device iosDevice, List`1 installedPrograms, Boolean isAppStoreEnabled, Boolean isAutoUpdate, CommandProcessingContext context, Boolean userRequested)
   à Soti.MobiControl.DeploymentServerExtensions.AppCatalog.AppleAppCatalogService.InstallManaged(String deviceId, String appId)

So here, the App Store ID is correct:

But then after clicking "Save and Assign" and we've got this : 

F
FVolral
2 years ago

For those who have the same issue, it is solved by 15.6.1 version

Solution

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