MDM Common Issues and Solutions

There are a number of reasons apps might not be installed on iPads. This article lists a few of the causes and solutions to help with troubleshooting.

1. App Compatibility Issues

Problem: The app being installed is 32-bit and not compatible with iOS version that requires 64-bit.

Indicators: The app will not install and status will indicate the 32-bit app.

To diagnose: Check the details of the app to see if it is compatible with iOS or iPad (app or VPP store). If the app has not been updated since September 2014, it is a 32-bit app.

Solution: Unassign the app from the group/class. Check with the app developer for the updated app.

2. Communication Issues with Securly MDM

Problem: iPad is not communicating with Securly MDM.

Indicators: Status in MDM shows the old sync date and/or pending...

To diagnose: Status in Control Tower shows the old sync date and/or pending. Try using a screen lock or app lock on the iPad from Teacher Tools to help determine if the device is communicating with TechPilot.

Solution: Make sure the device is on and awake. Make sure the device is connected to the internet. Hard reboot the iPad (Hold the Power and Home button until it resets). If all else fails, you can try to delete the iPad from Securly MDM and factory reset.

3. License Issues

Problem: Out of app licenses.

Indicators: You received an email and notice in the MDM.

To diagnose: Check iOS apps for the number of licenses versus the number of assigned devices.

Solution: Go to VPP/ASM account and purchase more licenses for the app.

4. Firewall Issues

Problem: The firewall is blocking the installation.

Indicators: Apps won’t install, but there are no indicators in the MDM.

To diagnose: Create a hotspot outside of the school network or use a device outside of the school network to connect to the internet to see if apps have started installing properly.

Solution: If the app is installed when connected to an outside network, check the settings on the firewall to allow communication from Apple and Securly.

5. App Availability Issues

Problem: The app is no longer available in the app store.

Indicators: Sometimes you will receive an error message from the Securly MDM stating that the app is no longer available.

To diagnose: Check your VPP or Apple App store for the app.

Solution: Unassign the app from the group/class. Check with the app developer for an updated app or a new app.

6. Device Assignability Issues

Problem: App not device assignable.

Indicators: No orange check in the Device Assignable Column in the list and/or the app says User Assignable in the Status. Sometimes receive an error stating that an Apple ID is required to install the app.

Solution: Check the Source column in the iOS Location Apps list to make sure the app came from the VPP store. Check the description of the app in the Apple app or VPP store; it will say if the app is device assignable or not. If the app is device-assignable, resync and enable the VPP account in the MDM.

7. Supervision Issues

Problem: iPad is unsupervised.

Indicators: App installation requires the end user to okay the installation of the app and sign in to the iPad with an Apple ID.

Solution: Delete the device from Securly MDM and supervise via Apple Configurator and manually enroll into MDM OR enroll the iPad via Apple DEP.

8. VPP sToken Expiration

Problem: VPP sToken Expired.

Indicators: Apps won’t install, but there are no indicators in the MDM.

To diagnose: In the MDM, go to Settings and then the Apple VPP tab. In the Expiration column, you will see a date that is colored yellow or red.

Solution: Follow the steps in this article: VPP sToken has expired.