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Microsoft Outlook keeps appearing grayed out on multiple supervised iOS devices managed through Hexnode. These devices do not have App Store access, and Outlook is installed automatically through a policy as a required app. Users can tap the grayed-out Outlook icon and it downloads again, but the issue may come back after a few weeks. The app is already included in the allowlist, and the iOS restriction policy has Allow all apps enabled. Has anyone seen this with required iOS apps deployed through Hexnode?
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Marked SolutionPending Review
Hexnode Expert
1 hour ago
Aug 31, 2026
Marked SolutionPending Review
This behavior can happen for a few different reasons on iOS, so it is best to isolate whether the app is being restricted, offloaded, or stuck during an update.
Start by checking the following on an affected device and policy:
1. In Hexnode, confirm that the applied iOS restrictions policy does not block Outlook.
2. If an allowlist policy is used, ensure Microsoft Outlook is explicitly included in the allowlist.
3. On the device, check whether iOS app offloading is enabled:
– Settings > App Store > Offload Unused Apps
– If enabled, iOS may remove unused apps while keeping the icon on the Home Screen. The icon can appear grayed out and tapping it will reinstall the app.
4. Check Background App Refresh for Outlook:
– Settings > Outlook > Background App Refresh
– Also check Settings > General > Background App Refresh and ensure it is set to Wi-Fi or Wi-Fi & Cellular Data.
5. Confirm Low Power Mode is disabled:
– Settings > Battery > Low Power Mode
If tapping the grayed-out icon causes Outlook to download again, the app is likely not being blocked by Hexnode. It is more likely being offloaded or left in a paused download/update state by iOS.
Regards,
Mary Romero
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