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 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.
Determining if apps are not deploying due to error code 9603
Step 1 - Confirm the behavior at the device level
Step 1 - Confirm the behavior at the device level
Log into your Jamf Pro instance.
Click the Computers or Devices tab.
Use Search Inventory to bring up the inventory record of a device that does not have apps installing.
Click on the History tab.
Look for one of the messages below under Pending Commands and Failed Commands under Management history.
Pending command - "All licenses are in use or not assigned yet"
Failed command - "No license was found"
Step 2 - Rule out alternative causes for the statements above
Step 2 - Rule out alternative causes for the statements above
Confirm the app has enough available licenses for the devices in scope.
Check the total app licenses in Apple Business Manager or Apple School Manager.
Compare this to the number of available licenses showing in Jamf Pro under Settings > Global > Volume purchasing > Click into location > Content.
If you have no available licenses in Jamf Pro for that location, either get additional licenses (or transfer existing licenses from other locations).
Step 3 - Confirm the behavior at the server level
Step 3 - Confirm the behavior at the server level
Log into the primary Jamf Pro node.
A Jamf Pro tab that is on the primary node will show **. The secondary node will show as *.
If you are seeing the secondary node, try the steps below:
Chrome - Open and close an incognito window (Shift-CMD-N) until you connect to the primary node (two asterisks)
Safari - Open and close a private window (Shift-CMD-N) until you connect to the primary node (two asterisks)
Click the Settings gear icon in the upper right.
Type “server log“ the search bar in the upper left.
Select the Jamf Pro server logs option.
Click the Volume Purchasing Logs tab in the upper left.
Search the log for the following error message:
[ERROR] [eralPool-90] [VppCommService ] - Error managing licenses. ErrorNumber: 9603 , ErrorMessage:Internal error.
Actions you can take to successfully install 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 in to Jamf Pro.
Click on Computers or Devices in the upper left.
Use Search Inventory to search for an impacted device.
Open the device’s inventory record.
Click on the History tab.
Select the cancel button next to any of the following references:
“All licenses are in use or not assigned yet”
“No license was found for ...”
Wait for the “VppLicenseMonitor” to automatically attempt the license assignment again. This is expected to occur every 60 seconds.