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Apple Volume Purchase Program (VPP) applications are not displaying in the Workspace ONE UEM Console as expected and/or when navigating in the console to Apps & Books > Applications > List View > Purchased. You may see a sync error where the sync does not complete (stuck in sync in progress state).You may also notice that the App Install status is not reporting as expected.
There are several potential causes for this behavior: VPP account (the AppleID which used to purchase VPP app) password was changed. It will first show as "sync in progress" immediately after you click on the sync assets and then "sync initiated by ...". After a while, refresh the page and you still see "Last Sync by XXX at [previous sync time]". This occurs because Apple will revoke your sToken within 24 hours after changes are made to your VPP account.The original sToken will become invalid. You need to download the sToken from VPP portal and renew it in the Workspace ONE Console again. Apps were purchased using a different VPP account. For app deployment program, different admin accounts may exist under the same school/corporate account, but each should have its own separate stoken and purchase history.If the apps are purchased using a different VPP admin account, the apps won't show up in the console. Apple is still processing the licenses. Within the purchase history on the VPP portal, if the newly purchased app is still showing as "processing" / "Licenses generated (spinning)" instead of "managed licenses", it means the licenses are not yet ready for distribution. Apple is still preparing the licenses.Even if the app gets synced into Workspace ONE, those licenses will not be ready for distribution.
To troubleshoot and resolve this issue, use one of these options:Important: Attempt these solutions in the same order as they are listed and only continue to the next if the previous solution does not resolve the issue. Renew and sync the VPP sTokenUtilize API Call to Determine Next Troubleshooting StepsSample Delay Details Renew and sync the VPP sToken Refer to the Knowledge Base article How to renew a VPP sToken for use with Workspace ONE for step-by-step instructions on how to perform a sToken renewal. After this process has been completed, re-sync all app licenses by navigating to Apps & Books > Applications > List View > Purchased. These steps should cause the VPP applications to become visible in the Console as expected.If the steps above do not resolve the issue, attempt the troubleshooting steps below. Utilize API Call to Determine Next Troubleshooting Steps Note: Newer console versions will remind you if the sToken is invalid. Get your sToken from Apple Business Manager (ABM) or Apple School Manager (ASM).Open the sToken in a text editor and copy the encrypted code in the sToken.Search for the newly purchased application in the web browser and look for the iTunes link. For instance, if OneDrive is the newly purchased app, search for the phrase OneDrive iTunes and you find the app store weblink for the appOpen the link. In the URL, copy the numerical value between id and a question mark. For instance, if https://itunes.apple.com/ca/app/onedrive-cloud-storage-for/id477537958?mt=8 is the link, the numerical value is 477537958. This is known as the Admin ID of the app.Download Postman API client.Use https://vpp.itunes.apple.com/mdm/getVPPLicensesSrv as the request URL.Paste the sToken and adminID values in the request body of the REST API call.Click Send and scroll down to the end of the response. If this action brings up the appropriate number of licenses as indicated by totalCount, get back to the Workspace ONE UEM Console and perform a sync.If the response does not show the appropriate license count or any other error message, the console will not be able to reflect the right count.If the error message reads “The sToken has been revoked," renew the sToken as this usually happens when you have changed the password of the Apple ID used to download the sToken. Refer to How to renew a VPP sToken for use with Workspace ONE for additional details on this process. Sample Delay Details If the steps above do not resolve the issue and the App Install status is still not reporting correctly, this is likely due to the sample delay. App catalog install status is synced with the status present on the console side which is based on the application list sample received. The console collects the app sample per the schedule defined in the console. For Shared SaaS customers, the MDM sample schedule for iOS cannot be changed. However, you may manually query the devices for the latest status: Navigate to Devices > List View.Select affected devices.Click on Query.
For additional details on Workspace ONE and Apple's Volume Purchase Program, please view these resources: Apple's VPP issue when syncing with Workspace ONEUnderstanding VPP Setup and Process Flows with Workspace ONE FAQs: Integrating Apple's Volume Purchase Program (VPP) with Workspace ONE
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