Application Catalog (AFW) issues

Application Catalog (AFW) issues

MM
MaLu

Hi Everyone,

actually, we are having severe trouble managing and enrolling our applications which are bound to a managed google play account and located within two different application catalogs.

 

When i am trying to update the information for approved apps from within an application catalog, i receive an error message that the data is temporarely not available. However, this message is viewed for about two days now and without any information from SOTI i cannot imagine of a temporary unavailability taking on for so long.

 

However, the second issued is much more annoying. Both of our two application catalogs are assigned to several groups, either Smartphones or Tablets. Devices are showing the apps from both catalogs (at least from within MobiControl client) but when i try to install an application from catalog#1 on a tablet device a message appears that the Admin has restricted access to this application. Apps from catalog#2 can be installed without a problem and on a smartphone device any app from both catalogs can be installed onto the device.

I've already re-assigned rules and profiles more than a dozen times but without success. Any ideas would be highly appreciated.

 

Greetings,

Markus

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  • 26 June 2018
  • SOTI MobiControl
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9 Answers

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Edgar Gomez | posted this 26 June 2018

Hi,

Check Mobicontrol version.

Changes have been made to Google Play recently that have been addressed in latest versions of Mobicontrol.

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MaLu | posted this 26 June 2018

Thanks Edgar. We have recently updated to Version

14.1.3.1587, which - as far as i know - should be the latest that has been released. So this shouldn't be the reason for our issues.
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SMod@Soti | posted this 26 June 2018

Hi Markus,

 

The first issue you mentioned is a known issue and has been addressed in later versions of MobiControl (V14.1.3 and above). Please refer to this link to keep track of the latest versions of MobiControl. 

For the app catalog rule where you are facing the issue, are those apps designated as mandatory? Another thing to check will be if you login into playstore for work with your enterprise email, can you verify if these apps are still approved?

 

Please let me know if you have any questions.

 

Thanks

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | soti.net |

 

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MaLu | posted this 27 June 2018

After updating to 14.1.5.1284, we are still facing both of the issues.

 

We are still unable to update the approved application info as the message "The data is temporarily unavailable" still shows up.

 

Concerning the second issue: The apps are on "approved" status and can properly be installed onto smartphones to which the same catalogs are assigned to. None of the applications in both catalogs is set to be mandatory right now.

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SMod@Soti | posted this 27 June 2018

Hi Markus,

 

In that case, we will have to look at the Management Service, DS and DSE logs in verbose mode. I would recommend you to log a case with SOTI Technical Support here. Please refer to this post in the case description and a technical support engineer will assist you with this.

 

Please let me know if you have any questions.

 

Thanks

Technical Support | SOTI Inc. |1.905.624.9828 | support@soti.net | soti.net |

 

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Raymond Chan | posted this 28 June 2018

What are the brand/model and Firmware version of your tablets and smartphones?

 

Is  the problematic apps supporting the Android firmware version of your tablets?

 

Did your devices get the latest Google Play Services updates (which are extremely frequent these few months)?

 

Are any of you apps targeted only for smartphones?     (Mote that some apps do not support certain form factor)

 

What many items are there in each of your app catalog rules? 

 

 

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MaLu | posted this 02 July 2018

We managed to set up a remote session appointment with SOTI for today, hopefully this will fix the issues.

 

We are talking about Galaxy S7 and Galaxy Tab S§ devices, both running on the latest official releases by Samsung.

 

As everything has already worked as expected in the past, there must have been a change either on Samsung's firmware or on MobiControl.

 

The first app catalog holds about 60 entries where the second one has about 15 applications.

 

 

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Raymond Chan | posted this 02 July 2018

You might need to check if the problematic devices have the latest Google Play services updated.  Such update may not be possible due to policies from other MDM payloads (e.g. application run control, feature control), and/or firewall exceptions configured for network access of the device.  

 

One of my governmental customers recently had Managed-Google-Play app deployment problem because their app-catalog rule had more than 100 entries.   Your rules should be OK in this respect.

 

Let's see if Soti support can find any clue from your server log files.

 

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MaLu | posted this 03 July 2018

Exactly when we started to investigate the App Catalog issues with the SOTI support, the issues seemed to be vanished and everything worked as it should.

 

Google Play Services are always good for bad surprises as we discovered before we switched over to use managed play accounts. Also i was pretty sure that these will be updated in the background when a valid managed enterprise account is set up on the device, but i might be wrong here.

I have a bunch of unenrolled devices on hand and will see if this problem occurs immediately after enrolling with no updates applied. So far, it is just a weird issue.

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