One of our managed iOS apps is grayed out on an iPhone and does not finish installing. In Hexnode, the app shows as failed, and the details say the app is already scheduled for management. The device also shows the error: “App not supported on the device model/OS version. Verify app compatibility and Retry!”
The confusing part is that the same app installs fine on other iPhones with the same model and iOS version. Has anyone seen this happen on just one device?
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Hi @gnishilda,
This can happen if the iOS app installation command is stuck in an initiated or scheduled state on that specific device. Since the same app installs successfully on other devices with the exact same model and iOS version, it is less likely to be an actual app compatibility issue. Instead, the error is usually caused by the device holding on to a stale or incomplete app installation state.
For a single affected device, a regular restart often will not clear this type of stuck installation state. The fastest and most reliable workaround is:
A full wipe clears that local MDM/app installation state and lets Hexnode push the app again as part of a fresh enrollment.
You should use this approach mainly for device-specific cases. If you ever see the same “App not supported on device model/OS version” message appear across multiple devices for the same app at the same time, you should verify the app’s App Store compatibility first and then investigate it as a broader Apple-side app or iOS deployment issue.
Best regards,
Eden Pierce
Hexnode UEM
I wiped the affected iPhone and re-enrolled it, and the app installed properly after that. We will keep an eye out if it ever happens globally, but for now, this single device is sorted out. Appreciate it, working fine now.
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