Description
During periods of high volume requests such as at the beginning of the school year, it can be common for apps to delay installing due to Volume Purchasing error code 9603. This article provides additional context surrounding this error, how to diagnose, and actions to take to successfully install apps.
What is Volume Purchasing error code 9603?
This error typically means that the Volume Purchasing services handling the license assignments could not provide timely processing. Nothing is wrong with the request itself. If app license assignments continue to not process over the course of a day please follow the steps below to confirm error code 9603 is the cause and take the recommended steps to help alleviate this behavior.
How to confirm you are experiencing this behavior?
Option 1: Activity Log
Look at the command failure note in the activity log for any 9603 references.
Navigate to your Jamf School instance.
In the left navigation pane, click on Devices > Inventory.
Select a device impacted by this behavior.
Click the Activity Log option on the left.
Look for failed commands that reference the 9603 error.
Option 2: App Licenses
Look for the License update failed banner after syncing app licenses.
Navigate to your Jamf School instance.
In the left navigation pane, click on Apps and then click Inventory.
Select an app that is potentially impacted by this behavior.
Click one of the license usage numbers (Total, Available, or Used) in the Volume Purchasing Token section in the upper-right corner of the app record.
Click Resync Licenses in the upper-right corner and look to see if the red Licenses updated failed banner message appears.
What actions can you take to see success installing apps?
We have seen the best results when re-syncing the licenses during off peak hours. To do this take the following steps:
Wait until off peak hours.
Log into your Jamf School instance.
In the left navigation pane, click on Apps and then click on Inventory.
Select an app impacted by this behavior.
In the upper-right corner, make a note of then click on any of the licenses usage values - Total, Available, or Used.
In the upper-right corner, select the Resync licenses button.
Wait a few hours, then check if the number of licenses assigned has increased.