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iOS app install/updates fail until initiating Clear VPP cache

stoomart

Hello all,

We are early in our Sophos Mobile rollout over the last 2 months with around 20 iPhones currently enrolled in supervised mode through Apple DEP + Apple Business Manager.

It seems whenever new app updates are released, our helpdesk is unable to install those specific apps on newly enrolled iPhones until I go to Settings > Setup > Apple setup > Apple VPP > Clear VPP cache

This issue also affects app updates initiated through Sophos Central or the SMC on existing phones, which work after clearing the VPP cache.

Things I've checked:

- Plenty of licenses in ABM
- Devices are supervised

Is there a way to schedule the VPP cache to be cleared?



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  • 0

    Hi stoomart,

    Thanks for reaching out. 

    Do you know if the option "Automatically update iOS VPP apps assigned to devices" is already selected in the Apple VPP menu? I suggest ensuring your applications are assigned as "device-based" instead of "user-based" as well, as this may help.

    If you’re required to clear the VPP Cache each time you need to update applications, I'd suggest opening a case with our support team, so this can be investigated further. 

    If this isn’t done, does the task fail immediately? What results are returned?

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to Qoosh

    Yes the apps are assigned as "device-based" and also to update automatic updates is set.

    I'll go ahead and open a support case, just like to check here in case it's something simple.

    There's two errors I've seen just for reference:

    InstallApplication	Error	[12064][MDMErrorDomain]Could not retrieve license for the app with iTunes Store ID [redacted]. [2605][DeviceManagement.error]null 

InstallApplication	Error	[1005][DeviceManagement.error]null [9610][ASDServerErrorDomain]null

  • 0 in reply to stoomart

    Thanks for sharing these log entries. I was able to find one case in which re-creating the user entry, then assigning the device to the newly created user entry, allowed this process to work as expected. 

    Let me know if this works for you.

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to Qoosh

    We have case #05600773 open for this issue as it regularly affects iOS devices across multiple users.

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