Android kiosk app is not visible or does not open files after being added to the kiosk policy

Executive Summary

On Android devices managed in kiosk mode, an app can appear in the kiosk configuration without being installed on the device. This can prevent users from seeing the app or using it to open supported file types, such as Excel files attached to emails.

When this issue occurs

This issue applies to Android devices managed with a kiosk policy where an app is expected to be available to users or launch when they open a supported file type.

Common symptoms include:

• The app is added to the kiosk policy but is not visible to users on the Android device.
• The app cannot be selected under Background apps.
• Users cannot open files that require the app, such as Excel files.
• The install action remains in Initiated status for some time.
• The device may temporarily appear as non-compliant after the policy change.

Why the app is not available on the device

Adding an app to the kiosk policy does not install the app on the Android device. The kiosk configuration determines how the app is exposed in kiosk mode after it is available on the device. The app must still be deployed to the device through an app installation action or through the Required Apps section of the policy.

If the same app has already been added to the Multi-app kiosk section, it cannot be added simultaneously to Background apps. This is expected behavior.

Deploy the app using Required Apps

Use the Required Apps section of the Android policy to trigger app installation remotely for devices associated with the policy.

1. Open the policy applied to the Android kiosk devices.
2. Click Manage > Modify.
3. Go to the Required Apps section under the Android policy configuration.
4. Add the required app, such as Excel.
5. Save the policy.

After the policy is saved, Hexnode initiates the app installation for the devices associated with the policy.

Monitor the installation status

The remote installation action can be monitored from the device action history.

1. Go to Manage > Devices.
2. Select the Android device.
3. Open Action History.
4. Check the app installation action status.

If the action shows Initiated, Hexnode has handed off the command. The Android OS then processes the installation on the device. Once the OS completes the install, the device reports the updated status back to the Hexnode portal.