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Common Issues in Android Kiosk App Management

Failed updating Enterprise app via APK file.


Possible Issues Solution
In the policy associated with the device, installing apps from unknown sources may have been disabled.

(Supported for Samsung Knox, Android Enterprise – Profile owner and Device owner mode)

Ensure that the option Install apps from unknown sources is enabled.

(Policies > Android Settings > Advanced Restrictions > Allow App Settings > Install apps from unknown sources.)

Version name and code of the updated app may be the same as that of the old one. To update an enterprise app with a new version, ensure that the app version name and version code should be higher than the previous versions.
A wrench icon appears on the app on updating to a higher version. If the device does not support silent app installation, a wrench icon will be shown on the app icon. Tap on the wrench icon to install the app manually.
Note:

Silent App Installation is supported on Samsung Knox, LG GATE, Kyocera business phones, rooted Android, and Devices with Hexnode MDM as a system app.

The app doesn’t get installed for so long, and the icon is shown incomplete, indicating that installation is still going on.
  • Check your network connection and ensure that a good connection is established.
  • App installation depends upon the size of the app to be deployed. If the app size is too big, then depending upon the network connectivity, installation may take more time.
  • Check whether the app is listed under Hexnode folder on your device. If not, the app installation may not have been initiated.
  • Exit from kiosk mode and try installing the app on the device. If the app doesn’t complete installation even outside kiosk mode, the issue may be with the application and not with Hexnode MDM.
  • Try installing the app directly to the device without MDM console. If the app still doesn’t show up on the device, the issue may be with the application.
  • If you have added the enterprise app to be updated as a mandatory app, then replacing the old APK file with a new one would automatically update the app without the app data being lost.
  • If you have not added the app as a mandatory app, you should manually install the app to get it updated. (Manage > Click on the device > Actions > Install Application)

App not being listed under Android Kiosk Mode > Launcher

App is not listed under Policies > Kiosk Settings > Android Kiosk Mode > Launcher


kiosk app troubleshooting – app not being listed

Single App Kiosk

  • The App will be listed only if it is added in single app kiosk mode.
  • The time delay for the app to launch can be set accordingly.

Multi-App Kiosk

  • You can choose among the apps listed in multi-app kiosk mode and set the delay time.

Device got stuck in Single App mode while the app is open

Issue Possible Cause Solution
The device got stuck in Single App mode while the app is open.

(For devices running Android 8 and below)

The auto-launch delay is set below 10 seconds and you could not take the device out of kiosk mode by tapping the screen 10 times.
  • Check the option Exit manually from kiosk mode while an app is open under Kiosk Settings > Android Kiosk Mode > Kiosk Exit Settings.(Works only if the option Enable status bar under Peripheral Settings has been disabled.)
  • Once the policy is successfully associated with the device, tap on the top-left corner of the screen 10 times and provide the kiosk exit password.
The device got stuck in Single App mode while the app is open.

(For Android devices with OS version 8 and above)

The auto-launch delay is set below 10 seconds and you could not take the device out of kiosk mode by tapping the screen 10 times.
  • Check the option Reboot to exit from kiosk mode under Kiosk Settings > Android Kiosk Mode > Kiosk Exit Settings and provide a time delay for the app to relaunch.
  • Once the policy is successfully associated with the device, reboot the device.
  • After rebooting, tap on the vacant part of the screen 10 times and provide the kiosk exit password to exit from the kiosk mode within the specified time delay before app launch.
  • If the power button is disabled, remotely reboot the device. (Manage > Click on the device > Actions > Restart)
Note:

Remote restart is available on Samsung Knox, rooted Android, devices with Hexnode MDM as a system App, Android device with version 7 and above, Android Enterprise – Device Owner Mode.

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