Android app update fails on one managed device with Scan Device stuck pendingSolved

Hello @monty ,

For Android Enterprise devices, app installation and updates through Managed Google Play depend on the work account being correctly synchronized with the device and the Hexnode UEM portal.

Since the issue is affecting only one device and the Scan Device action remains pending, start with these checks:

1. In the Hexnode UEM portal, go to Manage > Endpoints > select the affected device > Device Summary > Enrollment Details and verify the work account creation status.
2. Go to Enroll > Android Enterprise and click the sync icon to sync the Android Enterprise account used for app installation.
3. On the device, open the Hexnode for Work app and tap the refresh/sync icon.
4. Restart the device and try the app update again from the portal using the Install Application action.

If the device still cannot update apps and actions remain pending, the work account on that specific device may need to be reconfigured.

I tried the Android Enterprise sync from the portal and also refreshed from the Hexnode for Work app on the device. The app still would not update, and Scan Device was still pending. This is definitely happening only on one device.

In that case, reconfigure the work account locally on the affected Android device. This refreshes the Android Enterprise work account connection used by Managed Google Play.

Steps:

1. On the affected device, open the system Settings app.
2. Go to Accounts or Users & accounts, depending on the Android version.
3. Select the work account associated with the managed setup.
4. Tap Remove account.
5. Open the Hexnode for Work app on the same device.
6. Follow the prompts to re-add and reconfigure the work account.
7. After the account is reconfigured, push the app again from Hexnode UEM or retry the update.

This does not factory reset the device and does not clear personal app data such as WhatsApp data. It only reconfigures the work account used for Android Enterprise management on that device.

Regards,
Simon Scott
Hexnode UEM