Troubleshoot app installation issues

On Microsoft Intune MDM-managed devices, sometimes app installations can fail. When these app installs fail, it can be challenging to understand the failure reason or troubleshoot the issue. Microsoft Intune provides app installation failure details that allow help desk operators and Intune administrators to view app information to address user help requests. The troubleshooting pane within Intune provides failure details, including details about managed apps on a user's device. Details about the end-to-end lifecycle of an app are provided under each individual device in the Managed Apps pane. You can view installation issues, such as when the app was created, modified, targeted, and delivered to a device.

Note

For specific app installation error code information, see Intune app installation error reference.

App troubleshooting details

Intune provides app troubleshooting details based on the apps installed on a specific user's device.

  1. Sign in to the Microsoft Endpoint Manager admin center.

  2. Select Troubleshoot + support.

  3. Click Select user to select a user to troubleshoot. The Select users pane will be displayed.

  4. Select a user by typing the name or email address. Click Select at the bottom of the pane. The troubleshooting information for the user is displayed in the Troubleshoot pane.

  5. Select the device that you want to troubleshoot from the Devices list. The Intune Troubleshooting pane.

  6. Select Managed Apps from selected device pane. A list of managed apps is displayed. Details of a specific device managed by Intune.

  7. Select an app from the list where Installation Status indicates a failure. A selected app that shows installation failure details.

    Note

    The same app could be assigned to multiple groups but with different intended actions (intents) for the app. For instance, a resolved intent for an app will show excluded if the app is excluded for a user during app assignment. For more information, see How conflicts between app intents are resolved.

    If an installation failure occurs for a required app, either you or your helpdesk will be able to sync the device and retry the app install.

The app installation error details will indicate the problem. You can use these details to determine the best action to take to resolve the problem. For more information about troubleshooting app installation issues, see Android app installation errors and iOS app installation errors.

Note

You can also access the troubleshooting pane by pointing your browser to: https://aka.ms/intunetroubleshooting.

User Group targeted app installation does not reach device

The following actions should be considered when you have problems installing apps:

  • If the app does not display in the Company Portal, ensure the app is deployed with Available intent and that the user is accessing the Company Portal with the device type supported by the app.
  • For Windows BYOD devices, the user needs to add a Work account to the device.
  • Check if the user is over the AAD device limit:
    1. Navigate to Azure Active Directory Device Settings.
    2. Make note of the value set for Maximum devices per user.
    3. Navigate to Azure Active Directory Users.
    4. Select the affected user and click Devices.
    5. If user is over the set limit then delete any stale records that are no longer needed.
  • For iOS/iPadOS DEP devices, ensure that the user is listed as Enrolled by User in Intune Device Overview pane. If it shows NA, then deploy a config policy for the Intune Company Portal. For more information, see Configure the Company Portal app.

Win32 app installation troubleshooting

Select the Win32 app that was deployed using the Intune management extension. You can select the Collect logs option when your Win32 app installation fails.

Important

The Collect logs option will not be enabled when the Win32 app has been successfully installed on the device.

Before you can collect Win32 app log information, the Intune management extension must be installed on the Windows client. The Intune management extension is installed when a PowerShell script or a Win32 app is deployed to a user or device security group. For more information, see Intune Management extension - Prerequisites.

Collect log file

To collect your Win32 app installation logs, first follow the steps provided in the section App troubleshooting details. Then, continue with the following steps:

  1. Click the Collect logs option on the Installation details pane.

    Win32 app installation details - Collect log option
  2. Provide file paths with log file names to begin the log file collection process and click OK.

    Note

    Log collection will take less than two hours. Supported file types: .log,.txt,.dmp,.cab,.zip,.xml,.evtx, and.evtl. A maximum of 25 file paths are allowed.

  3. Once the log files have been collected, you can select the logs link to download the log files.

    Win32 app log details - Download logs

    Note

    A notification will be displayed indicating the success of the app log collection.

Win32 log collection requirements

There are specific requirements that must be followed to collect log files:

  • You must specify the complete log file path. ​
  • You can specify environment variables for log collection, such as the following:
    %PROGRAMFILES%, %PROGRAMDATA% %PUBLIC%, %WINDIR%, %TEMP%, %TMP%
  • Only exact file extensions are allowed, such as:
    .log,.txt,.dmp,.cab,.zip,.xml
  • The maximum log file to upload is 60 MB or 25 files, whichever occurs first.
  • Win32 app install log collection is enabled for apps that meet the required, available, and uninstall app assignment intent.
  • Stored logs are encrypted to protect any personal identifiable information contained in the logs​.
  • While opening support tickets for Win32 app failures, attach the related failure logs using the steps provided above.

App types supported on ARM64 devices

App types that are supported on ARM64 devices include the following:

  • Web apps that do not require a managed browser to open.
  • Microsoft Store for Business apps or Windows Universal LOB apps (.appx) with any of the following combination of TargetDeviceFamily and ProcessorArchitectures elements:
    • TargetDeviceFamily includes Desktop apps, Universal apps and Windows8x apps. Windows8x apps apply only as Online Microsoft Store for Business apps.
    • ProcessorArchitecture includes x86 apps, ARM apps, ARM64 apps, and neutral apps.
  • Windows Store apps
  • Mobile MSI LOB apps
  • Win32 apps with the requirement rule of 32-bit.
  • Windows Office click-to-run apps if 32-bit or x86 architecture is selected.

Troubleshooting apps from the Microsoft Store

The information in the topic Troubleshooting packaging, deployment, and query of Microsoft Store apps helps you troubleshoot common problems you might encounter when installing apps from the Microsoft Store, whether by using Intune, or by any other means.

App troubleshooting resources

Next steps