Updating apps on a Supervised iPad through Sophos Mobile Control

Hi Tim Hunt 

Could you please review the device profile settings that are applicable only for a supervised iOS device, please check this link for the settings which are available that will be indicated in blue label in Sophos Mobile admin. 

Hi Shweta,

Thank you for this information, unfortunately it did not fix my issue. Since logging my question, I have been able to update about half of the iPads successfully but there was a weird process. To update these ones, this is the process I had to follow.

• Have the Sophos Mobile Control App open on the iPad and set off the task through the Sophos console.
• A pop-up will then appear on the iPad asking if I would like to update Sophos Mobile Control, hit update.
• A few seconds later another pop-up will appear saying "The app 'Sophos Mobile Control' could not be updated." Dismiss this pop-up
• Then I have to close the app and restart it
• Wait for the Task to finish in the Console, it will say the task is successful (even though it failed).
• I then set the install task off again through the Sophos Console
• The update pop-up appears again, and i agree to the update.
• The App will close itself and update without any issues.
• The task will then finish and say it is successful (it is actually successful this time).

However if the app does NOT update on the second go (i.e. receive the "The app 'Sophos Mobile Control' could not be updated." message), the app will not update at all no matter how many times you try. You just receive the "The app 'Sophos Mobile Control' could not be updated." message each time.

Any suggestions to fix this issue?

Thanks

Hi Shweta,

Thank you for this information, unfortunately it did not fix my issue. Since logging my question, I have been able to update about half of the iPads successfully but there was a weird process. To update these ones, this is the process I had to follow.

• Have the Sophos Mobile Control App open on the iPad and set off the task through the Sophos console.
• A pop-up will then appear on the iPad asking if I would like to update Sophos Mobile Control, hit update.
• A few seconds later another pop-up will appear saying "The app 'Sophos Mobile Control' could not be updated." Dismiss this pop-up
• Then I have to close the app and restart it
• Wait for the Task to finish in the Console, it will say the task is successful (even though it failed).
• I then set the install task off again through the Sophos Console
• The update pop-up appears again, and i agree to the update.
• The App will close itself and update without any issues.
• The task will then finish and say it is successful (it is actually successful this time).

However if the app does NOT update on the second go (i.e. receive the "The app 'Sophos Mobile Control' could not be updated." message), the app will not update at all no matter how many times you try. You just receive the "The app 'Sophos Mobile Control' could not be updated." message each time.

Any suggestions to fix this issue?

Thanks

Hi Tim Hunt 

That is strange as only half devices are facing this issue, I will check this with my team and shall get back to you. 

Hi Tim Hunt 

Could you please confirm if you are using VPP? Also, if you can help me with the screenshot of the task view from the SMC server. 

Hi Tim Hunt 

I just wanted to follow up with you on this thread, are you still facing the issue? 

Yes and no, I ended up re-provisioning them as we had to provision new set of iPads to get around the issue. I haven't tried to update any apps as they are now on the latest versions. I will let you know if i run into this issue when updating apps in the future.

Thanks,

Tim

Sure Tim Hunt please let us know when if you face the issue again.