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iOS device was locked: "Mandatory App not installed"

Problem: An iOS device is locked, with the message “Mandatory App not installed”. However, under Control Panel Devices MDM States or Control Panel Apps & DocsUsers, there is no Status Failed or Pending display in the overview.

Possible causes

1. You are using a faulty version of Cortado Server 9.7
2. For recently connected devices: The display is not yet up to date, because the device cannot report back yet.

Solution

1. An earlier version of Cortado Server (On-Premises Installer) contained a defect. With Cortado version 9.7, an automated update of VPP applications was included. Unfortunately, however, this automated function did not work with all applications, because of their different versioning conventions. The faulty version was withdrawn once the defect became known, and the affected users had a newer version patched to them from Cortado support. Should you have installed this faulty version of Cortado Server yourself, in the brief window during which the faulty installer was available, it is possible that you may be still affected by this defect. Resolving this, however, is quite simple.

Please check your version of Cortado Server, by logging into your management console and then entering the following into the URL line of your browser: /fw/Cp/versions. A series of versions will be displayed. The important one is the version for CCSCommon.

The Common versions from 7.3858.1 to 9.7.3874.1 are faulty.

2. Please proceed as follows if your version has the version number 9.7.3858.1:

  • You can download a Zip here, that contains database scripts and a new CCSCommon. Copy the database scripts (CCSMain.sql and UpgradeCCSMain.sql) into your Cortado installation directory and replace the scripts currently there. Please make a backup of these scripts.
  • Now check under Programs and Features to see if you can locate CCSCommon in the list of installed programs there. Please make sure not to confuse the Common with Cortado Server 9.7, which you will also find in this list.
  • If CCSCommon is listed there, uninstall it.
  • Once the Common has been uninstalled, install the new Common.
  • Now start the configuration assistant on the Cortado server and proceed through it once without making any changes.
  • Now check the versions again to see if the Common version has been updated.

3. For Common versions from 9.7.3859.1 to 9.7.3874.1, proceed as follows:

  • Download the most recent CCSCommon here.
  • Now check under Programs and Features to see if you can locate CCSCommon in the list of installed programs there. Please make sure not to confuse the Common with Cortado Server 9.7, which you will also find in this list.
  • If CCSCommon is listed there, uninstall it.
  • Once the Common has been uninstalled, install the new Common.
  • Now start the configuration assistant on the Cortado server and proceed through it once without making any changes.
  • Now check the versions again to see if the Common version has been updated.

After the Common version has been brought up to at least version number 9.7.3875.1, the devices will gradually be unlocked again. You can speed up this process by clicking on Refresh in the device view (under Control Panel→ Devices).

4. When you connect new devices to the Cortado server, these devices will require a little time to install any assigned, mandatory applications. It can also take some time on the management console before you will find the installation commands as Pending States under Devices or Apps & Docs. As long as the devices have still not completed installation of the apps, the devices will be in conflict with your inputs. This status will be overcome after all the applications have been installed and the device has confirmed the successful installation back to the Cortado server.

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