Forum Discussion

Alex_Muc's avatar
Alex_Muc
Level 2.3: Gingerbread
4 months ago
Solved

Sporadic problems with Managed Google Play after enrollment

Hi!

 

We had problems with a few devices after enrollment today. The Managed Play Store did not work properly. Restarting and waiting seems to help.

 

Symptoms

  • Empty collection in Managed Google Play
  • Spaceship error, because supposedly no apps were made available
  • Installation commands from the UEM did not work in some cases
  • Apps assigned in UEM cannot be found in Play

I was only able to reproduce the problem in one of 3 attempts. A few automatic app installations worked for me. However, it was not possible to search for the apps manually.

 

Restarting the device and then waiting a while seems to help. However, a colleague had a strange error in Managed Google Play after a restart when he tried to install an app manually.

"The item you want to buy could not be found."

However, it is not a purchased app or an app with in-app purchases.

 

 

Is anyone else currently having problems with Managed Google Play?

 

  • Lizzie's avatar
    Lizzie
    15 days ago

    Hey Alex_Muc, ThomasH, abc, AdamA, jeremy,

     

    Me again! 😀

     

    Our engineers have been investigating this and have rolled out a fix, would you mind giving this a test on your end to see if this is working as expected now please? 

     

    Thank you all for highlighting this to your EMMs and I'd like to also give Alex a extra shoutout here for all the additional testing and 'Sherlock-eque' skills to narrow down what what happening here, as it has been a tricky one to pin down. 🤩

     

     Fingers crossed this is all working for you now. Looking forward to hearing your feedback. 

     

    Thanks again,
    Lizzie

  • Lizzie's avatar
    Lizzie
    Google Community Manager
    15 days ago

    Hey Alex_Muc, ThomasH, abc, AdamA, jeremy,

     

    Me again! 😀

     

    Our engineers have been investigating this and have rolled out a fix, would you mind giving this a test on your end to see if this is working as expected now please? 

     

    Thank you all for highlighting this to your EMMs and I'd like to also give Alex a extra shoutout here for all the additional testing and 'Sherlock-eque' skills to narrow down what what happening here, as it has been a tricky one to pin down. 🤩

     

     Fingers crossed this is all working for you now. Looking forward to hearing your feedback. 

     

    Thanks again,
    Lizzie

    • Alex_Muc's avatar
      Alex_Muc
      Level 2.3: Gingerbread
      14 days ago

      LizzieI ran a few tests today and couldn't reproduce the problem. My colleagues no longer had the problem either. 🎉

      • Lizzie's avatar
        Lizzie
        Google Community Manager
        14 days ago

        🎉🎉🎉🎉🎉

         

        Great to hear, thanks for the update Alex_Muc. 🤩

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

    Hey Alex_Muc, abc, ThomasH, AdamA, jeremy,

     

    I hope you are doing well. 

     

    Just a quick update to say that our engineering team has been investigating this and are making some good progress - I'll keep you posted. 

     

    Thanks,

    Lizzie

  • Alex_Muc's avatar
    Alex_Muc
    Level 2.3: Gingerbread
    3 months ago

    We have a workaround that works reliably for us.

     

    If we trigger an app installation command on an affected device via UEM, the problem is as soon as the command from UEM arrives at Google Play.
    You can see that something is happening in Google Play when the installation is triggered. All you have to do is close Play and reopen it. The collection is then displayed immediately.

    • Flo's avatar
      Flo
      Level 2.0: Eclair
      3 months ago

      In our case (Ivanti), we can access our private apps on Google Playstore or with “Apps@Work” in the Ivanti Go client. If the playstore is empty, pushing any application from “Apps@Work” instantly unlocks the playstore.

  • abc's avatar
    abc
    Level 1.5: Cupcake
    3 months ago

    Hi,

     

    We are seeing similar issues, any updates on this?

     

    Thanks

  • ThomasH's avatar
    ThomasH
    Level 1.6: Donut
    3 months ago

    Hello,

     

    Same for us. We opened a case with Ivanti, and they collected some logs yesterday.

    They mentioned that only one other customer is impacted😅, I hope they find a solution quickly.

  • AdamA's avatar
    AdamA
    Level 1.5: Cupcake
    3 months ago

    Hi,

     

    Do you have any news please ? 

    We encouter the same issues with MobileIron.

     

    Kind Regards.

    • Lizzie's avatar
      Lizzie
      Google Community Manager
      3 months ago

      Hey AdamA,

       

      Nice to meet you. 

       

      I am monitoring the ticket we've opened for this and our engineering team is continuing to investigate the issue. Once I have more of an update I'll share it here in the community. 👍

       

      Please do keep me updates on your side if anything changes and i'm sorry you are experiencing this. 

       

      Thanks,

      Lizzie

      • AdamA's avatar
        AdamA
        Level 1.5: Cupcake
        3 months ago

        Nice to meet you. 

        Thanks 👍

  • jeremy's avatar
    jeremy
    Level 3.0: Honeycomb
    4 months ago

    Hello,

    I'm seeing these kinds of issues again, and logs are also showing errors like these:

     

    01-24 11:40:56.107 27906 28074 I clouddpc: [PolicyLogHelper.java:logInstallError:192] en_US Install error. Package name: [com.azure.authenticator]. Play error reason [ENTERPRISE_AUTO_INSTALL_ERROR_INSTALL_FAILED]. CloudAPI error reason: [TRANSIENT_ERROR].

    I've raised a new issue with our EMM teams, Lizzie would love some help here 🙂

     

    Thanks

    • Lizzie's avatar
      Lizzie
      Google Community Manager
      4 months ago

      Thanks so much jeremy for highlighting and for offering help. I'll highlight you raised a new ticket for this back to the team working on it. Thanks for your offer of help - I'm sure we will be back in touch! 😁

  • Lizzie's avatar
    Lizzie
    Google Community Manager
    4 months ago

    Hey Alex_Muc, Flo and jeremy,

     

    Thanks again for highlighting this. Just to say, we do have an engineer looking at the ticket for this. Once I hear more I'll let you know. But, wanted to say it is being looked into. 👍

     

    If anything changes on your end, please do let us know. 

     

    Thanks so much, enjoy your day. 

    Lizzie

  • Alex_Muc's avatar
    Alex_Muc
    Level 2.3: Gingerbread
    4 months ago

    I was able to reproduce the problem today after several attempts.
    In the case of an issue, an update from Google Play seems to help. (Google Play > Settings > About > Update Play Store)
    On my test device, the problem was resolved about 3 minutes after enrollment. During this time, a Play Store update from 41.1.19-31 to 44.4.19-31 was installed.

     

    Since there is a workaround / solution, I will not open a ticket with Omnissa. They would most certainly not open a ticket with Google in that case.

     

    Flo  If Ivanti has a ticket with Google and you need more logs, I could send you Verbose logs.

  • Lizzie's avatar
    Lizzie
    Google Community Manager
    4 months ago

    Thanks Alex_Muc for highlighting this, sorry you are experiencing problems. Thanks also you to you Flo and jeremy for the additional information.

     

    I did have a quick check late Friday on this and it didn't appear we had received any Android Enterprise reports on this at that time. I'm intrigued to know if this is the same thing that you mentioned here Jeremy. Hopefully it is and it's resolved now, but do keep us posted on your experience.

     

    I did still highlight this to a couple of engineers in our team on Friday. I'll let them know now that a ticket via Ivanti and possibly Omnissa has been filed and they can take a further look and some further testing.

     

    Thanks again,

    Lizzie