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iPadOS App Updates

Joseph Coppola

Intermittent issues with updating apps. Sometimes they work and other times I can try and push the app update 4 or 5 times and it indicates success, refresh the device and the iPad does not update. These iPads are all supervised and all connected to wifi. I am able to remove/add policies, but the apps will intermittently not update. We have over 400 devices and about 10% do not work as they should? Any insight on this? 



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  • 0 in reply to Shweta
    The task indicates successful and there is not a specific version it fails on. Other times even though the device syncs successfully and the battery is at 100% I push an app update it will either get stuck at notified or waiting for customer interaction. It will stay in that state for days. Once I delete that task the app will no longer appear in the app list for that device in Sophos. Once that happens if I try to push an app update it completely fails. All iPads are on the latest SMC 9.6.1
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  • 0 in reply to Joseph Coppola

    Hi 

    In that case, could you please share the client logs from the devices where the task is failing or getting stuck. 

    Shweta

    Community Support Engineer | Sophos Technical Support
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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  • 0 in reply to Shweta

    Fullscreen com.sophos.mobilecontrol.mdmclient 2020-11-16--16-26-10-717.log Download 
    V | 2020/11/16 11:26:10:713 | Application didFinishLaunchingWithOptions
V | 2020/11/16 11:26:10:718 | Container app group: group.com.sophos.mobile.container
V | 2020/11/16 11:26:10:720 | No 'pinnedHashes' data in keychain for access group '2H5GFH3774.com.sophos.mobilecontrol.mdmclient'
V | 2020/11/16 11:26:10:720 | No 'pinnedHashes' data in keychain for access group '(null)'
V | 2020/11/16 11:26:10:720 | HashesToPin array empty - aborted to store
V | 2020/11/16 11:26:10:722 | No 'pinnedHashes' data in keychain for access group '2H5GFH3774.com.sophos.mobilecontrol.mdmclient'
V | 2020/11/16 11:26:10:722 | No 'pinnedHashes' data in keychain for access group '(null)'
V | 2020/11/16 11:26:10:726 | Version: 9.6.1.6
V | 2020/11/16 11:26:10:726 | Container app group: group.com.sophos.mobile.container
V | 2020/11/16 11:26:10:755 | Launched by location update: 0
V | 2020/11/16 11:26:10:761 | Preparing keychain entries for container apps for a possible SaaS -> Central migration in the future.
D | 2020/11/16 11:26:10:762 | getStatusUrlList: no 'SmcAppUrl' item in keychain, error -25300
V | 2020/11/16 11:26:10:762 | There are no status url's in the keychain for container apps. Either no container apps is enrolled, or there was a problem reading from the keychain.
V | 2020/11/16 11:26:11:133 | Application did become active
V | 2020/11/16 11:26:11:133 | Preparing keychain entries for container apps for a possible SaaS -> Central migration in the future.
D | 2020/11/16 11:26:11:133 | getStatusUrlList: no 'SmcAppUrl' item in keychain, error -25300
V | 2020/11/16 11:26:11:133 | There are no status url's in the keychain for container apps. Either no container apps is enrolled, or there was a problem reading from the keychain.
E | 2020/11/16 11:26:11:146 | No locate command is persisted at path: /var/mobile/Containers/Data/Application/996E0683-2750-4986-B85C-CFC7E7AB2A43/Documents/locate_command_persistence_file
D | 2020/11/16 11:26:11:151 | Saved server info in keychain
V | 2020/11/16 11:26:11:151 | App delegate starting sync with: https://smc-device-if-cloudstation-us-east-2.prod.hydra.sophos.com/client-api/268982
V | 2020/11/16 11:26:11:153 | No 'lastInvalidHash' data in keychain for access group '2H5GFH3774.com.sophos.mobilecontrol.mdmclient'
V | 2020/11/16 11:26:11:154 | No 'lastInvalidHash' data in keychain for access group '(null)'
E | 2020/11/16 11:26:11:154 | No locate command is persisted at path: /var/mobile/Containers/Data/Application/996E0683-2750-4986-B85C-CFC7E7AB2A43/Documents/locate_command_persistence_file
E | 2020/11/16 11:26:11:154 | No persisted locate command available.
E | 2020/11/16 11:26:11:168 | No locate command is persisted at path: /var/mobile/Containers/Data/Application/996E0683-2750-4986-B85C-CFC7E7AB2A43/Documents/locate_command_persistence_file
V | 2020/11/16 11:26:11:233 | Application will Resign active
D | 2020/11/16 11:26:11:451 | Saved server info in keychain
V | 2020/11/16 11:26:11:453 | Locate is enabled on server side
V | 2020/11/16 11:26:11:460 | AppDelegate sync finished successfully with: https://smc-device-if-cloudstation-us-east-2.prod.hydra.sophos.com/client-api/268982
V | 2020/11/16 11:26:11:468 | Removing configBackup before writing to keychain. Returned code is: 0
V | 2020/11/16 11:26:11:471 | Wrote 'configBackup' successfully to keychain
V | 2020/11/16 11:26:13:715 | No newer version of the app available in app store
V | 2020/11/16 11:26:14:505 | Application did become active
V | 2020/11/16 11:26:14:505 | Preparing keychain entries for container apps for a possible SaaS -> Central migration in the future.
D | 2020/11/16 11:26:14:507 | getStatusUrlList: no 'SmcAppUrl' item in keychain, error -25300
V | 2020/11/16 11:26:14:507 | There are no status url's in the keychain for container apps. Either no container apps is enrolled, or there was a problem reading from the keychain.
E | 2020/11/16 11:26:14:519 | No locate command is persisted at path: /var/mobile/Containers/Data/Application/996E0683-2750-4986-B85C-CFC7E7AB2A43/Documents/locate_command_persistence_file
D | 2020/11/16 11:26:14:533 | Saved server info in keychain
V | 2020/11/16 11:26:14:533 | App delegate starting sync with: https://smc-device-if-cloudstation-us-east-2.prod.hydra.sophos.com/client-api/268982
V | 2020/11/16 11:26:14:536 | No 'lastInvalidHash' data in keychain for access group '2H5GFH3774.com.sophos.mobilecontrol.mdmclient'
V | 2020/11/16 11:26:14:537 | No 'lastInvalidHash' data in keychain for access group '(null)'
E | 2020/11/16 11:26:14:537 | No locate command is persisted at path: /var/mobile/Containers/Data/Application/996E0683-2750-4986-B85C-CFC7E7AB2A43/Documents/locate_command_persistence_file
E | 2020/11/16 11:26:14:539 | No persisted locate command available.
E | 2020/11/16 11:26:14:569 | No locate command is persisted at path: /var/mobile/Containers/Data/Application/996E0683-2750-4986-B85C-CFC7E7AB2A43/Documents/locate_command_persistence_file
V | 2020/11/16 11:26:14:729 | Locate is enabled on server side
V | 2020/11/16 11:26:14:735 | AppDelegate sync finished successfully with: https://smc-device-if-cloudstation-us-east-2.prod.hydra.sophos.com/client-api/268982
V | 2020/11/16 11:26:14:745 | Removing configBackup before writing to keychain. Returned code is: 0
V | 2020/11/16 11:26:14:749 | Wrote 'configBackup' successfully to keychain

  • 0 in reply to Joseph Coppola

    Hi

    From the logs, I am unable to see any specific error during the update. I would suggest you to open a support case when the update fails. Please PM me the case number once done. 

    Shweta

    Community Support Engineer | Sophos Technical Support
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
    The New Home of Sophos Support Videos! - Visit Sophos Techvids
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