Apps are not updated

When this issue occurs, "Update by sync is required" is displayed on the Sync Status tab. This indicates that the management server has not yet been able to confirm that the app update is complete.

How to identify why an app is not updated

There are several possible causes, so identify the cause from the device's access history and the log contents, and then take action.

Check for communication problems

Check whether the cause is that the device is not communicating with the server.

1. Ask the device to communicate with the server
   On the device details page in the admin console, use the following "Sync" operation to send a push notification to the device.
   A push notification is a mechanism by which the server prompts the device to communicate.
   When the device receives the push notification, it accesses the server.
   　- Device Details > Command > Sync

2. Check the device's access to the server
   When you perform the sync operation, the operation time is updated. After that, the device generally accesses the server within a few seconds to a few tens of seconds, and the access time is updated.
   　- Device Details > Device (tab) > Device Status > Request Device Information　　←Operation time
   　- Device Details > Device (tab) > Device Status > Last Access　　　　　←Time of access from the device

3. Determine the device status
   If the "Last Access" time is not updated, the device is not communicating with the server.
   The lack of communication with the server may be the reason the app is not updated or the update result cannot be confirmed.
   See the following FAQ to resolve the issue.

• Last Access is not updated

Check for causes other than communication

If "Last Access" is updated and you have confirmed that communication is not the cause, identify the cause from the log contents.

• Device Details > Sync Status (tab) > Check Log

Typical causes

If "Last Access" is updated and the device is communicating, check the cause in the log on the Sync Status tab.

• InstallApplication: (1407) アップ 識別子: *** このユーザはすでに確認を求められています。

  This message in the log indicates that the device received an update command from the server while the app was in use, a confirmation pop-up for running the update was displayed, and the user selected "Cancel". If a pop-up asking you to confirm the update is displayed on the device, select "Update". On the latest OS versions, the update runs when the app is interrupted and moved to the background, or when the app is closed. Note: If Cancel is selected, the update is not run until the next sync.

• An OS update is in progress on the device

  If iOSバージョン xx.x.x のダウンロードが予約されました is displayed on the log page in the admin console, an OS update is running in parallel, and this may delay the app update. Check again after the OS update is complete.

• The device is unstable after an OS update

  After an OS update, MDM processing on the device may become unstable. Restart the device to stabilize it.

• Your network is temporarily congested

  If apps are updated on multiple devices at the same time, the increased network load may delay the update. Check again after some time.

• The app download size is large, or the device uses only mobile data without a Wi-Fi connection

  Reconnect to Wi-Fi and check whether the app is updated.

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Last updated: August 31, 2022

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