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Troubleshooting VPP Apps stuck Installing in Jamf School

Updated over 3 weeks ago

Issue Description

Volume Purchasing app from Jamf School is stuck "Installing."

The status of Installing means that the device has received and acknowledged the install command for an app from Jamf School but has not communicated with Jamf School that the install has completed.

Troubleshooting Steps

  1. Refresh device details - Send a refresh command to the device to ensure the most up-to-date information is available in Jamf School. Refresh can be completed:

    • From the device record - Click refresh on the Device Details page.

    • En masse - Check the boxes next to desired devices under Devices > Inventory then click Refresh.

  2. Change the network connection - Connect the device to a hotspot or alternative network.

    1. In Jamf School go to Apps > Inventory and check the boxes of impacted apps.

    2. Click Retry then select Retry to install apps that are stuck on installing.

    3. If the app installs on hotspot, ensure the necessary items are safelisted for the network and that the network meets the guidance from Apple.

  3. Rule out installed profiles

    1. Temporarily remove device profiles that could impact network connection such as VPN, Firewall, Content Filter, Proxy, etc. from and impacted device.

    2. In Jamf School go to Apps > Inventory and check the boxes of impacted apps.

    3. Click Retry then select Retry to install apps that are stuck on installing.

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