Task Bundles still being held up because of "Waiting for User Interaction"

Hello,

when I try to install an app (in this case Sophos Mobile Control (App Store)) the task stops at "Waiting for user interaction" but there is no user interaction shown on the iPad. The app works fine, but additional steps do not execute because it is "Waiting for user interaction". It's an app from the App Store, VPP and internet access configured (Wifi).

iPad 8th Generation, iOS 15.0.2

A similar problem here but without an answer: https://community.sophos.com/sophos-mobile/f/discussions/113951/how-to-bypass-waiting-for-user-interaction-when-a-task-is-being-held-up

And here: https://community.sophos.com/sophos-mobile/f/discussions/128790/sophos-mdm-ios-14-6-waiting-for-user-interaction/472892

The linked documentation: https://docs.sophos.com/central/Mobile/help/en-us/esg/Sophos-Mobile/tasks/SoftwarePackagesInstall.html did not help.


My "workaround" for now is to trigger the task bundle, wait for the task to "Wait for User Interaction", cancel / delete the task bundle and start it again. It then sees the installed app, replies with Success and starts the next task in the bundle only for it being held up again by the next app installation.

This should not be happening.

Is there a fix for this on the way?

Parents
  • Hello kael,

    Thank you for reaching out to the Sophos Community. 

    We can perform some initial checks to ensure that your "Install App" task executes without any problems. 
    - Verify that there are enough VPP Licenses allocated to the app you're pushing out 
    - Verify that the mobile device has a recent "Last SMC Sync" timestamp (this will ensure steady communication is taking place between the back end and the mobile device)
    - Verify the iOS device is enrolled and "Supervised."  

    In my experience when performing testing, I have had the best results when opening the SMC application to trigger a refresh, then to push out app installs from the SMC portal. 

    Let me know if these checks improve the results you're getting. If you continue to experience issues, update this thread, and we can try looking further into things with you. 

    Thank you,

    Kushal Lakhan
    Global Community Support Engineer
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
    If a post solves your question, please use the "Verify Answer" button.
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  • Hello Qoosh,

    Thank you for your reply. I just use the Sophos Mobile Control App and another free app to set up and test the process of rolling out apps and getting the devices ready.

    So yesterday it did not work at all, the successful installation on the device did not update in the Sophos Mobile Webinterface and additional steps did not execute.

    Today it "just works". I verified all of your suggestions, everything was in order. I recreated the Task Bundle but that should not be the culprit as everything is the same.

    So here is my workflow:

    1. Non-DEP iPad connected to MacBook Air.
    2. Apply Apple Configurator 2 payload with a Wifi to at least set get the iPad into supervised mode.
    3. Log in to Apple Business Manager and assign the new device from Apple Configurator 2 to MDM Sophos (that's the name in ABM) 
    4. Log in to Sophos Mobile and bundle the policy created in Sophos Mobile and the two apps in a Task Bundle
    5. Apply said Task Bundle 
    6. Yesterday it was "Waiting for User Interaction" after the first app install, today it just works through the bundle and all tasks complete successfully.

    I guess "horsing around" as suggested in here is the answer? https://community.sophos.com/sophos-mobile/f/discussions/128790/sophos-mdm-ios-14-6-waiting-for-user-interaction/472892#472892

    Is there a log file (more verbose than Task View) where we can see why it's been held up on some occasions? "Waiting for User Interaction" is as useful an error message as  "Printer does not print", no offense.

    Thank you for your time and support.

Reply
  • Hello Qoosh,

    Thank you for your reply. I just use the Sophos Mobile Control App and another free app to set up and test the process of rolling out apps and getting the devices ready.

    So yesterday it did not work at all, the successful installation on the device did not update in the Sophos Mobile Webinterface and additional steps did not execute.

    Today it "just works". I verified all of your suggestions, everything was in order. I recreated the Task Bundle but that should not be the culprit as everything is the same.

    So here is my workflow:

    1. Non-DEP iPad connected to MacBook Air.
    2. Apply Apple Configurator 2 payload with a Wifi to at least set get the iPad into supervised mode.
    3. Log in to Apple Business Manager and assign the new device from Apple Configurator 2 to MDM Sophos (that's the name in ABM) 
    4. Log in to Sophos Mobile and bundle the policy created in Sophos Mobile and the two apps in a Task Bundle
    5. Apply said Task Bundle 
    6. Yesterday it was "Waiting for User Interaction" after the first app install, today it just works through the bundle and all tasks complete successfully.

    I guess "horsing around" as suggested in here is the answer? https://community.sophos.com/sophos-mobile/f/discussions/128790/sophos-mdm-ios-14-6-waiting-for-user-interaction/472892#472892

    Is there a log file (more verbose than Task View) where we can see why it's been held up on some occasions? "Waiting for User Interaction" is as useful an error message as  "Printer does not print", no offense.

    Thank you for your time and support.

Children
  • Hello kael,

    You can find additional information by looking into the "Tasks" tab under the device in question. From here, if you select the magnifying glass next to a task, you'll see each of the steps before the app installs, on a "Task details" page. You can also expand the "Details" button from this page to view some additional checks that are performed.

    If you proceed with the steps in my comment above and continue to experience issues with app installations stuck at "Waiting for user interaction," update this thread with a screenshot of the "Task details" page. 

    I recommend gathering logs from the SMC application as well, I can take a look to see if any further details can be found. If VPP specifically is being used to push out the applications, there may be limited information corresponding to the app install, though I will do my best to assist.

    I may reach out to your via DM to ask for Remote Assistance to take a closer look at Sophos Central as well. 

    Kushal Lakhan
    Global Community Support Engineer
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  Visit Sophos Techvids