Troubleshooting devices not updating or downloading packages

Version 1

    Verified Product Versions

    Avalanche 6.1Avalanche 6.0Avalanche 5.3Avalanche SE 5.3


    Avalanche 4.x & 5.x



    Devices will not update with the packages I am trying to push to them, and they never go into an "update pending" status.


    Resolution or Workaround

    Here is a checklist of things to check when having this problem:



    1. Ensure that both the package and software profile is "enabled"

    2. Ensure that the Software Profile is applied to the region or location where the device is located

    3. Check Selection Criteria on all levels, be aware there are 3 levels of selection criteria 

         a. Package Selection Criteria (to check this go into AMC or ASE>Software Profile> & highlight the package in the software profile and look at the package selection criteria tab. Note that this criteria can NOT be modified

         b. Software Profile Selection Criteria (You can check this by creating a custom mobile device filter. Simply copy the selection criteria from the profile into the filter and view the devices that will be affected. If your device does not show up in the filter then that is why it is not updating)

         c. Site or Location Selection Criteria (This criteria can be added to the site or location when applying the profile to that location, if your device doesn't match the criteria it will not update)

    4. Ensure that you have ran a Universal Deployment (Synchronization)