Forum Discussion

sharmilashree's avatar
sharmilashree
Level 1.6: Donut
2 months ago

Play EMM API: Devices.get / Devices.list unavailable for extended duration

Issue Description : After device enrollment, Devices.get() and Devices.list() intermittently return “No Device was found”/an empty list for the same device for an extended duration greater than 15 mins.
This behavior persists beyond the propagation delay described in the documentation, which is 2 mins.

 

Impact: App Distribution affected

Our EMM supports incremental app distribution:

  • Fetch current device policy
  • Merge additional apps
  • Re-apply policy using Devices.update()

 

When devices.get() / devices.list() are unavailable:

  • We cannot retrieve the current device policy --> Incremental app distribution fails

Detailed Reproduction Steps:

  1. Enroll device (afw#DPC_IDENTIFIER managed accounts method)
  2. Call Devices.update() to distribute apps that were pre-configured for installation during the enrollment process. Call succeeds
  3. Custom DPC adds managed Google Play account on Device
  4. Call Devices.List(enterpriseId, userId) → Returns empty for 15+ mins
  5. Call Devices.get(enterpriseId, userId, deviceId) → Returns 404 "No device was found" during this time


Queries:

  1. What is the expected propagation delay for custom DPCs?
  2. How long should we poll and check if the deviceId is listed in devices.list()?
  3. Any workflow changes needed from our side?
  4. How do other EMMs handle incremental app distribution?
App Management
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3 Replies

  • Emilie_B's avatar
    Emilie_B
    Google Community Manager
    2 months ago

    Hello sharmilashree​ 

     

    I hope you're doing well.

     

    Could I ask if you have been in contact with your EMM? Have you raised a ticket with them? 

    If you have been in touch with them, could you let us know what they've said? 

     

    Thank you,

    Emilie

    • sharmilashree's avatar
      sharmilashree
      Level 1.6: Donut
      2 months ago

      Hello Emilie_B​ 

       

      Thanks for checking.

       

      We are the EMM provider (ManageEngine MDM). We have been integrated with the Play EMM API using our custom DPC for several years and are currently observing a delay in devices.get() responses. We are trying to understand the expected behavior and recommended workflow for this scenario.

       

      Any guidance would be appreciated.

       

      Thanks,
      Sharmila Shree

      • Emilie_B's avatar
        Emilie_B
        Google Community Manager
        2 months ago

        Ah, I see! 

         

        Let me check with our internal team if they can help out - this might take a few days, particularly as it is the festive period. 

         

        I will let you know as soon as I hear from them 🙂

         

        Thanks,

        Emilie