Troubleshoot application updates¶
Application Updates is unavailable¶
The action requires platform-administrator authority. Confirm your role and use the General System Administration Settings area.
A client reports No update available¶
Verify the exact application code and channel, Enabled status, publication and expiration instants, and target match. Confirm the client sends the expected site ID or device identifier. Search does not search targets, so open the release to inspect them.
Then compare the current version. If it is equal to or newer than the selected release, the response is Already current. If it is below Minimum Current Version, that release is intentionally blocked.
The wrong release is returned¶
List every enabled, currently published, unexpired release with the same application and channel. The newest eligible Published time wins; target specificity does not add priority. Check global releases as well as matching SITE and DEVICE targets.
An older client cannot receive the newest update¶
Minimum Current Version is a lower eligibility bound. Provide an intermediate eligible update or an approved manual upgrade path. Be careful: if the newest eligible release blocks the old version, the service does not automatically fall back to an older release after that minimum-version check.
Published UTC activates at the wrong time¶
The current editor translates the picker through the application server's default time zone despite the UTC label. Confirm the server zone and inspect the actual stored or observed activation instant. Correct the release while Disabled, then verify with a controlled request before enabling.
The device downloads the wrong file or gets a hash error¶
Confirm the MSI URL is immutable and points to the final signed bytes. Download it from the device network and recompute SHA-256. Check redirects, authentication, proxy caching, partial downloads, CDN propagation, and whether the file was replaced after the hash was recorded.
The manifest is correct but installation fails¶
The portal does not install the MSI. Check client update logs, Windows Installer logs, elevation and service account, disk space, file locks, antivirus, signature trust, prerequisites, restart handling, and compatibility with the installed version. Confirm the application reports its new version after restart.
Scope changed only partially after Save¶
The release saves before existing targets are deleted and draft targets are recreated. Reopen it and verify Scope. Correct the complete target list while the release is Disabled if an error may have interrupted replacement.
Mandatory does not force installation¶
Mandatory is a manifest flag. The client application determines how it presents, schedules, or enforces that flag. Confirm the deployed client version supports mandatory updates and test its behavior.
Disabling or deleting did not stop an installation¶
A client may already have received the manifest or downloaded the package. Disabling prevents future selection but does not cancel work already in progress. Deleting also removes rollout evidence and targets without reversing installations. Follow the incident and device-remediation process.
A downgrade release is ignored¶
Version comparison only returns a release newer than Current Version. Publish a numerically higher corrective build containing the reverted code or use an approved client rollback method.