Before you can begin distributing Volume Purchase Program (VPP) apps to your clients, ensure the following:
Device and App Compatibility
- Verify that the iPads and iOS versions meet the app's minimum system requirements as listed in the App Store.
- Confirm that the eligible devices are Supervised. Without this status, devices will prompt users for Apple ID credentials. If the device is supervised and the associated Apple ID is linked to VPP, the app will install silently. For more details on supervising Apple devices, please refer to this help centre article.
Troubleshooting Common Scenarios
The app is Managed but Removed by the User
- When a managed app is removed by the user, it will become managed again once reinstalled, even if the user reinstalls it themselves.
- Reasons an app may show as "Removed by User" during installation:
- The app was indeed removed by the user.
- The installation has been scheduled, but the device hasn’t acknowledged the installation command yet.
- The app is a 32-bit app not supported by iOS 11 or higher. In this case, the install command will be acknowledged, but the app will not install on the device.
- Solution: Check if the device is running iOS 11 or higher and verify the app’s compatibility on its iTunes App page.
App Status: 'VPP Account Not Associated Yet'
- This error occurs when the app hasn’t been set to Device Assigned or the device cannot accept device-assigned licenses (e.g., devices running iOS earlier than 9.3.5).
- Solution: Ensure the app licenses are assigned to the device serial. If the device requires an Apple ID for license association, the invite request must be accepted using that Apple ID.
App Installation Status Stuck on 'Waiting for Next Application Sync'
- This message indicates that the app hasn’t been picked up by an automated application install run.
- Solution: Manually force an application sync from the device or application details screen.
App Installation Status Stuck on 'Ignored x Times, Next Attempt After...'
- This occurs when the installation command is sent, but the device hasn’t responded.
- Solution: Navigate to the device details page and check the MDM History tab for pending commands. Poke the device to wake it and prompt it to fetch the commands. Ensure the device is powered on, unlocked, connected to the internet, and not blocked by any network restrictions.
If issues persist, contact our help desk for further assistance via the Mobile Guardian dashboard.
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