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The screenshots in this manual show the Japanese version of each screen.

Apps are not installed (Apple)

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

◆How the app installation feature works
App installation normally consists of two sync processes.

First sync:

Instructs the device to install the app.
At this point, the app is ready to use on the device.

Second sync:

Retrieves the app installation result from the device and reflects it as "Installation complete" in the admin console.

If the second sync, which confirms the installation result, has not been performed, run the second sync manually.
The device must be powered on and connected to the internet.
After waiting a short while, if "Installation complete" is displayed in the admin console, the app installation is complete.

◆How to identify why the app is not installed
There are multiple possible causes, so identify the cause from the device's access history and log contents, and then take action.

1. Check the effect of communication

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

a. Ask the device to communicate with the server

On the device detail screen 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 Detail > Command > Sync

b. Check the access status from the device 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 Detail > Device (tab) > Device Status > Request Device Information ← Operation time
  • Device Detail > Device (tab) > Device Status > Last Access ← Time of access from the device

c. 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 installed or the installation result cannot be confirmed.
See the following FAQ to resolve the issue.

2. Check 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 Detail > Sync Status (tab) > Check Log

Typical causes

  • An app with the same identifier is already installed on the device (Related FAQ)

  • "Could not communicate with the helper application" continues to be displayed (Related FAQ)

  • An OS update is in progress on the device
    If "Download of iOS version xx.x.x has been scheduled" is displayed on the Log page of the admin console, an OS update is running in parallel, which may delay app installation.
    Check again after the OS update is complete.

  • The device is not operating stably after an OS update
    MDM processing on the device may become unstable after an OS update. Restart the device to stabilize its operation.

  • Your network is temporarily congested
    If apps are installed on multiple devices at the same time, increased network load may delay the installation. 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 installed.

  • The date and time on the device are significantly different from the actual time
    If the date and time are off, communication with Apple servers may fail and app installation may not proceed. On the device, go to Settings → General → Date & Time (on a Mac, System Settings → General → Date & Time) and set it to be configured automatically.

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Last updated: October 19, 2026