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Apple Application Deployment

Problem 1

Section titled “Problem 1”

Apps don’t get installed on the device. Try clearing the queue.

Solution 1

Section titled “Solution 1”

Steps to Clear the Queue:

  1. Access the Endpoints Management Interface:

    • Start by navigating to your organization’s Endpoints under Apple Endpoints.
    • Locate the specific endpoint you wish to clear the queue for.

  2. Select the Endpoint:

    • To the right of the endpoint name, you will see three dots (the options menu).
    • Click on the three dots to open the options.

  3. View Request:

    • From the dropdown menu, select “View Request”. This will take you to a page showing the current state of the requests and tasks in the queue for this endpoint.

  4. Clear the Queue:

    • Once in the “View Request” screen, locate the option to “Clear Queue”.
    • Click this option to clear all pending tasks from the queue.

Good to Know

Section titled “Good to Know”

Before troubleshooting app installation issues, always verify that the app has been created in CapaOne with an active VPP license. Apps distributed via Apple’s Volume Purchase Program require a valid, assigned license for each device or user — if the license is missing, expired, or not yet synced, the app will not install regardless of the device state.

You can check the current VPP license status under Apple → VPP Licenses in CapaOne. For more details, see Apple VPP License Tracking.

If the license count for an app is not updating after purchasing additional licenses in Apple Business Manager, you can force a manual sync by clicking the refresh button in the bottom right of the Apple → VPP Licenses page.

If nothing happens after clicking refresh, check whether the VPP token has expired. An expired token will prevent CapaOne from syncing with Apple Business Manager, meaning license counts will not update and app distribution will stop working. If the token is expired, it must be renewed in Apple Business Manager and re-uploaded to CapaOne. See Apple VPP Integration for steps on updating the token.

Problem 2

Section titled “Problem 2”

Apps stay at Pending Install across a large device group after you assign them.

Solution 2

Section titled “Solution 2”

When you assign an app to a large group, CapaOne pushes the install command to each device through its backend queue. Devices are handled in batches, not all at once. A slow rollout is expected behavior, not a fault:

  • A device that has not yet received the app shows Pending Install, even while it is online and checking in normally.
  • For a group of several hundred devices, the queue can take up to 48 hours to reach every device.
  • Track progress by watching the install count for the app under Applications → Company Apps. The count should keep rising over the next day or two.

If the install count stops rising well before the 48-hour window closes, the push queue has stalled for some devices.

Steps to restart a stalled rollout:

  1. Go to Apple → Endpoints.
  2. Find a few devices that are online but still show no app version in inventory.
  3. Clear the command queue on one of those devices, using the steps in Solution 1 above.
  4. Let the device sync again.
  5. Repeat for a handful of stalled devices. Clearing the queue on a sample is usually enough to restart push processing for the rest of the backlog.
  6. Keep watching the install count over the next 24–48 hours. The count climbs gradually rather than jumping.

For the single-device version of this stuck-queue issue, see Apps Not Installing After iOS Enrollment.

Section titled “Related”