App Status Troubleshooting

Jamf School Documentation

Solution
Application
Content Type: Technical Documentation
Utilities & Services
ft:locale: en-US

You can troubleshoot common app problems by the app status reported. The following table describes how to troubleshoot app installation based on app status.


Status/Condition	Cause	Remedy
Activity log shows volume purchasing error 9603	This error typically means that the volume purchasing services handling the user-based app license assignments could not provide timely processing. Nothing is wrong with the request itself. If an internal error 9603 code displays, there may also be an Apple system status issue. For more information, see Apple's System Status.	If user-based app assignments continue to not process over the course of a day, follow the instructions below to diagnose that this is the root cause and take the recommended steps to help alleviate this behavior. Look at the command failure note in the activity log for any 9603 references by doing the following: In Jamf School, navigate to Devices > Inventory in the sidebar. Click the device impacted by this behavior. Click Activity Log. Look for the failed commands that reference the 9603 error. To resolve the issue, resync the licenses for the impacted apps by doing the following during off-peak hours: In Jamf School, navigate to Apps > Inventory in the sidebar. Click the app impacted by this behavior. In the Volume Purchasing section, make a note of and then click on any of the licenses usage values — Total, Available, or Used. Click Resync licenses. Wait a few hours, then check if the number of licenses assigned has increased.
App icon displays during installation process and not displayed on Home Screen after installation	The Override the safelist and blocklist settings with this layout checkbox os not selected in the Layout payload	To resolve the issue, you can select the Override the safelist and blocklist settings with this layout checkbox by doing the following: In Jamf School, navigate to Profiles > Overview in the sidebar. Click the relevant profile. Click the Layout payload and then select the Override the safelist and blocklist settings with this layout checkbox.
App Removed by User/32-Bit app	If an app displays as "Removed by User/32-Bit app", it can mean one or more of the following: The app was removed by the user. The app installation was scheduled, but the device has not received the installation command. The app is a 32-bit app and the device is iOS 11 or later. Devices with iOS 11 or later do not support 32-bit apps.	You can select the Automatically reinstall apps that are removed by user checkbox to automatically reinstall apps at next device check-in. Note: This also reinstalls any app that has been removed by the user.
Assign only, not installed	This status displays when the app is configured to install on-demand with Jamf Teacher or Jamf School Student.	You can configure the app to install automatically by navigating to the app details page and choosing "Change to automatic installation for all groups" from the Settings icon.
Failed	Various	If the app installation failed, check the Jamf School error message for details by doing the following: In Jamf School, navigate to Devices > Inventory in the sidebar. Click the required device and then click Managed Apps. Locate the required app and click details in the Status column. Click OK. Note:If the error message does not provide the required details, contact Jamf Support for further assistance.
Installed	Whenever the installation status is Installed, it means that the app is successfully installed on the device. If the app is not available on the Home screen of the iPad, it is most likely because there is a Safelist or Blocklist active on the device.	To check this, go to the specific device and view the profiles that are installed on the device. Next, open the installed profiles in Jamf School and check if any of the following options are present in any of the installed profiles: Safelist and Blocklist Restrictions > Media Content > Allowed Content Ratings
Installing	On the Profiles > Overview page, under a profile's Restrictions payload and Apps tab, if the Require admin password to install or update apps checkbox is selected, the installation status may continuously display as Installing.	You can ensure apps install by doing the following: In Jamf School, navigate to Profiles > Overview in the sidebar. Click the Restrictions payload. Click the Apps tab. In the App Store section, deselect the Require admin password to install or update apps checkbox. Click Save. Refresh the devices experiencing the pending Installing status. You can check the device inventory records to ensure the profile has been reinstalled. If refreshing the devices did not trigger the app installation, you can do the following: For a single device: Navigate to Devices > Inventory in the sidebar and locate the device you want to install the app on. Click Managed Apps. Locate the apps you want to install and click Reinstall. For multiple devices: Navigate to Apps > Inventory in the sidebar. Select the checkbox next to each app that displays an Installing status in the Installed column. Click Retry and then click Retry to install apps stuck on Installing.
On-Demand	When a new device group is added to the scope, the installation type defaults to on-demand.	To configure the app to install automatically, navigate to Organization > Settings in the sidebar and in the Apps & Documents section, select the Enable automatic installation for new groups in the scope of an application or document checkbox.
Pending	The installation status of an app can be pending for several reasons: The device has not checked in yet. The device is locked with a passcode. This results in a status 'NotNow' in the device's activity log. Tethered caching is configured.	You can ensure apps install by doing one of the following: Send the Refresh Details quick action command to the device. Unlock the device passcode. If tethered caching is configured, connect the device to a computer.
Removal Deferred	The period during which apps are blocklisted from a device for two weeks before the app is removed.	For more information, see Deferred Removal of Apps.
Waiting	When Jamf School runs the app licenses monitor and it receives a failure, there is a wait time before this action is tried again.	Check for 9603 errors in the activity log and use the recommended steps to fix this error.
Waiting for licenses	Various	Determine whether there are enough app licenses available by doing the following: In Jamf School, navigate to Apps > Inventory in the sidebar. Click the app impacted by this behavior. In the upper-right corner of the app details page, make note of the number of licenses available, and then click any of the licenses usage values — Total, Available, or Used. On the Licenses page, make note of the number of entries at the bottom of the table. This number represents the number of assigned app licenses. If there are not enough app licenses available, add more in Apple School Manager. Once you confirm that there are enough app licenses available, retry the app installations on the impacted devices by doing the following: In the lower-right corner of the app details page, click the Settings icon. Choose "Retry app installations that are stuck on "Waiting for licenses"". If the app is still not installed on the impacted devices, resync the app licenses by doing the following during off-peak hours: In the upper-right corner of the app details page, click any of the licenses usage values — Total, Available, or Used. Click Resync licenses. Wait a few minutes, then check if the app is installed. If the app is still not installed on the impacted devices, contact Jamf Support.