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Troubleshooting

Deployment Issues

App Not Installing on Devices

Solutions:

  1. Verify licenses were purchased in Apple Business Manager
  2. Confirm your MDM server is linked to ABM and the VPP token is synced
  3. Check that the app is assigned to the correct device groups in your MDM
  4. Ensure devices are enrolled and managed
  5. Trigger a manual device check-in from your MDM console

App Installed But Shows Default/Empty Data

The app installs from the App Store but needs Managed App Configuration from your MDM to display device information. If you see default values:

  1. Verify you’ve created and assigned a Managed App Configuration in your MDM
  2. Ensure the configuration is assigned to the same devices/groups as the app
  3. Check that the configuration profile was successfully pushed
  4. Trigger a device check-in and relaunch the app

Configuration Issues

Configuration Not Applied

Symptoms: App shows default values, “Configuration Status” shows inactive.

Solutions:

  1. Verify the Managed App Configuration is assigned to the device in your MDM
  2. Check that the device is enrolled and managed
  3. Trigger a manual device check-in from your MDM console
  4. Wait a few minutes — configuration delivery may be delayed
  5. Force-close and reopen SupportID

Wrong Variable Values Showing

Symptoms: Data points show raw variable placeholders instead of actual values.

Solutions: Double-check the variable syntax for your MDM platform:

PlatformCorrect SyntaxExample
Jamf Pro$VARIABLE$SERIALNUMBER
Kandji{{VARIABLE}}{{SERIAL_NUMBER}}
Intune{{variable}}{{serialnumber}}
Workspace ONE{Variable}{SerialNumber}

Shortcut Issues

Self Service Button Doesn’t Appear

Check these settings:

  1. showShortcutsSection is true (or not set — defaults to true)
  2. selfServiceProvider is not set to disabled
  3. The MDM configuration was successfully pushed

Self Service Button Doesn’t Open the App

Solutions:

  1. Ensure the target app (Self Service+, Company Portal, Intelligent Hub) is installed on the device
  2. Deploy the Self Service app alongside SupportID via your MDM
  3. Check for iOS restrictions (Screen Time, MDM restrictions) that may block URL schemes
  4. Force-close and reopen SupportID

Storage Display Issues

Storage Values Not Updating

Storage values are read when the app launches or returns to the foreground. They do not update in real-time while the app is open.

To refresh: switch away from SupportID and switch back.

Storage Values Seem Wrong

SupportID reads storage from the iOS FileManager API, which returns the same values shown in Settings → General → iPhone/iPad Storage. If values differ, the device may need to complete its storage indexing.

UI Issues

UI Mode Not Changing

  • Verify uiStyle is set to exactly "Large" or "Regular" (case-sensitive)
  • Check that the configuration update was pushed to the device
  • Force-close and reopen SupportID

Data Points Overlapping or Truncated

  • Use shorter labels for data points
  • Consider switching to Regular mode which handles longer text better
  • Hide unused data points with dataPointNVisible: false

License Issues

Not Enough Licenses in ABM

Purchase additional licenses in Apple Business Manager:

  1. Sign in to business.apple.com
  2. Navigate to Apps and Books → search for SupportID
  3. Add the number of additional licenses needed

Licenses Not Appearing in MDM

  1. Check that your MDM server is linked to ABM under Settings → MDM Servers
  2. Trigger a manual VPP token sync in your MDM settings
  3. Allow up to 24 hours for new licenses to sync

Revoking and Reassigning Licenses

When a device is decommissioned or reprovisioned:

  1. Unassign SupportID from the device in your MDM
  2. The license returns to your available pool automatically
  3. Assign the license to a new device

Getting Help

If you’re still experiencing issues: