iPads on Mosyle not auto-updating apps

[OverWorked]

Hello,

 

I have a school with iPads managed by Mosyle. Apps deploy to the iPads OK, but we've noticed the apps are not automatically updating.

 

Mosyle reports that a lot of apps are outdated.

 

The profile has "update outdated apps automatically" set.

 

I tried:-

 

* On Mosyle "Send update app command to all outdated", but it has no effect. Updating an app from the Mosyle app on an iPads succeeds so it it doesn't seem to be a firewall issue.

* editing the Mosyle Install App profile and saving without making any changes

* removing the app from the profile and re-adding it.

 

Has anyone else experienced this? Any suggestions?

 

Thanks.

[tmoon-mint]

Have you made sure your apps and books token hasnt expired?

[OverWorked]

Thanks. The Apps & Books token is still valid.

 

I've noticed that almost all the iPads with outdated apps appear on Mosyle as either having >90% full storage or very low battery. So possibly the apps can't update.

 

I'll clear space on some of them and see if the apps update.

 

Is there anywhere in Mosyle or ASM or the iPad where there are logs or troubleshooting info? The app updates are failing without any messages.

Edited May 6, 2022 by OverWorked

[MrIlly]

Thanks. The Apps & Books token is still valid.

 

I've noticed that almost all the iPads with outdated apps appear on Mosyle as either having >90% full storage or very low battery. So possibly the apps can't update.

 

I'll clear space on some of them and see if the apps update.

 

Is there anywhere in Mosyle or ASM or the iPad where there are logs or troubleshooting info? The app updates are failing without any messages.

 

I'm having the same issue, we use an app called PE Passport that, every August, needs an update for the new school year in order to work. Without said update, it doesn't work and shows old data.

 

I've got a meeting with the devs about this tomorrow as we have multi deployments across many schools which equates to well over 1,000 iPads.

 

The issue we have is that sending the auto-update command never actually shows up in the command history, so unless the iPads are looking for the update (which they should be from what they say), it never updates any apps.

 

I will drop in to see what they suggest.

[OverWorked]

I found that opening the Mosyle Manager app and tapping (Re)Install/Update sometimes, but not always, works.

 

Not ideal. I still don't know if the fault is with Apple or Mosyle.

[MrIlly]

I found that opening the Mosyle Manager app and tapping (Re)Install/Update sometimes, but not always, works.

 

Not ideal. I still don't know if the fault is with Apple or Mosyle.

 

So the iPads are in charge of installing the update when the update for the app(s) are available in Mosyle. They shouldn't take any longer than a week in theory to install the update. But with my devices refusing to do this for months on end, Mosyle say that its the way Apple tell the devices to talk to the MDM. Devices take precedence in updates and if they devices say, they aren't ready, then it will not install the app - force install at that point is the only way.

 

I then asked if there's a way we can guarantee the update, they suggested using the "send command to all outdated" option in the install app profile > view details.

 

It seemed to work for them in the back end, when they pressed the button, it updated the app in front of me automatically, didn't even have to press force push. However, when I tried to do the same, there was no push command generated, they couldn't even see a command in the very root of their service from my account. So we're here now, they want proof that I'm sending the command, and the Mosyle dev team will then look into why the commands from admin user accounts aren't being generated.

[MrIlly]

So the iPads are in charge of installing the update when the update for the app(s) are available in Mosyle. They shouldn't take any longer than a week in theory to install the update. But with my devices refusing to do this for months on end, Mosyle say that its the way Apple tell the devices to talk to the MDM. Devices take precedence in updates and if they devices say, they aren't ready, then it will not install the app - force install at that point is the only way.

 

I then asked if there's a way we can guarantee the update, they suggested using the "send command to all outdated" option in the install app profile > view details.

 

It seemed to work for them in the back end, when they pressed the button, it updated the app in front of me automatically, didn't even have to press force push. However, when I tried to do the same, there was no push command generated, they couldn't even see a command in the very root of their service from my account. So we're here now, they want proof that I'm sending the command, and the Mosyle dev team will then look into why the commands from admin user accounts aren't being generated.

 

So, after going through all this with Mosyle, they did accept fault with this one.

 

It seems that the "send update command to all outdated" in the Install App profiles was not functioning for regular admins like me or you. The button wouldn't generate a command in their back-end and we then wouldn't see anything happen.

 

I sent them proof of this happening, and they admitted it was their problem, and have since, released a fix on the platform I was having issues with, but also appear to have resolved the issue across all of their platforms as well, so I would be inclined to say it would also be more reliable updating apps this way for yourself as well!

 

Of course, it's not absolutely perfect for the reasons in my last comment and the iPad taking absolute precedence when it says it's not ready to update, but this is much better that what was happening at least.

 

Hopefully this works for you as well, if the send command to all outdated button isn't working on your platform, I'd speak to them through their mail in on their website!