Mosyle not reinstalling Apple Apps

[ultima170387]

I have been using Mosyle Manager Free for a couple of years now with no issues. I am just in the process of reallocating some of our iPads and for some reason the Apple apps (Clips, Keynote, Numbers, iMovie, Garageband and Pages) will not reinstall after the iPad is erased. They sit ‘Pending to Install’ but never actually install. All other apps reinstall fine. The same issue has happened on all iPads I have tried. I've revoked the VPP licenses, tried resending the install commands etc but still end up stuck on 'Pending to Install'

 

Anyone have any ideas?

[LeMarchand]

I have been using Mosyle Manager Free for a couple of years now with no issues. I am just in the process of reallocating some of our iPads and for some reason the Apple apps (Clips, Keynote, Numbers, iMovie, Garageband and Pages) will not reinstall after the iPad is erased. They sit ‘Pending to Install’ but never actually install. All other apps reinstall fine. The same issue has happened on all iPads I have tried. I've revoked the VPP licenses, tried resending the install commands etc but still end up stuck on 'Pending to Install'

 

Anyone have any ideas?

 

Just (after some difficulty) restored one I'd marked "Lost" and GarageBand seemed fine. Where did you revoke the VPP licences?

[ultima170387]

When you go to erase a device it gives an option to revoke there which i tried. Also tried revoking the license after the erase in the 'device information' window that pops up when you click the device name

[LeMarchand]

Have you got enough licences in Apple School Manager?

 

Should also show in Mosyle.

 

Edited July 19, 2023 by LeMarchand

[ultima170387]

Yes, made sure to get well over what we actually need, plus these are reallocated iPads not brand new so wouldn't need another VPP license surely?

[LeMarchand]

Shouldn't do. I've never "erased" a device (only had to restore them after marking them as "Lost") but I've never had to do anything with the apps; they've all installed once the joined to the Wi-Fi, which causes the MDM profile to kick in and take over.

 

Are the apps marked "Device Based VPP"?

 

[ultima170387]

Yes, all say 'Device based VPP'

[LeMarchand]

Bit of a long shot, but how much access do you have to your firewall/filter?

 

Apple seem to like to change things for s***s and giggles.

[ultima170387]

Not a great deal of access. Its only an issue with Apple's own apps, all other apps have reinstalled as normal no issue.

[LeMarchand]

Not a great deal of access. Its only an issue with Apple's own apps, all other apps have reinstalled as normal no issue.

 

Depending on your data plan, it might be worth trying again, but this time hotspotting to your phone to rule that out.

[ultima170387]

We have a independent broadband connection here solely for telephony, I may see if that works. I will let you know

[ultima170387]

Well an update to this. It seems it could be a firewall issue. Hotspotting to 5G and resending the command has installed the Apple apps first try. So question is, what has changed to stop only the Apple apps installing via our Sophos XG??

 

Further to the above, it also appears that the Apple apps also install on our BYOD Wi-Fi. I should have probably tried these earlier but as other apps were installing it didnt cross my mind...

Edited July 20, 2023 by ultima170387

[LeMarchand]

Well an update to this. It seems it could be a firewall issue. Hotspotting to 5G and resending the command has installed the Apple apps first try. So question is, what has changed to stop only the Apple apps installing via our Sophos XG??

 

Surely you know that everything must follow The Way of Apple?

 

We had a similar thing earlier this term. Our filter is stricter for non-Windows devices and we found that some of the necessaries were being filtered as "streaming video" because when we opened up that category after hours, things worked as expected. Someone had the fun job of working through https://support.apple.com/en-gb/HT210060 which I notice was updated on the 13th, so something there might need an exception on your Sophos. Our Fortigate seems OK... for now.