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Troubleshooting

Deployment Issues

Section titled “Deployment Issues”

App Not Installing on Devices

Section titled “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

Section titled “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

Section titled “Configuration Issues”

Configuration Not Applied

Section titled “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

Section titled “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:

Platform Correct Syntax Example
Jamf Pro $VARIABLE $SERIALNUMBER
Kandji {{VARIABLE}} {{SERIAL_NUMBER}}
Intune {{variable}} {{serialnumber}}
Workspace ONE {Variable} {SerialNumber}

Shortcut Issues

Section titled “Shortcut Issues”

Self Service Button Doesn’t Appear

Section titled “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

Section titled “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
Section titled “Settings Link Issues”

Contact Support / Privacy Policy / Terms Link Doesn’t Appear

Section titled “Contact Support / Privacy Policy / Terms Link Doesn’t Appear”

The Settings links (contactSupportURL, privacyPolicyURL, termsAndConditionsURL) have no defaults — a link only appears when its key contains a valid URL. If a link is missing:

  1. Verify the key is present in the Managed App Configuration and pushed to the device
  2. Check the value is a full URL including the scheme — https://devscape.io/support works, a bare devscape.io/support is rejected
  3. Ensure the value isn’t empty or whitespace-only
  4. Remember that section headers collapse with their links: no contactSupportURL means no Support section, and no privacy/terms URLs means no Compliance section

Invalid values are treated the same as absent keys — the link is hidden rather than shown broken. Leading and trailing whitespace in values is trimmed automatically, so padded values from your MDM are fine.

Storage Display Issues

Section titled “Storage Display Issues”

Storage Values Not Updating

Section titled “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

Section titled “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

Section titled “UI Issues”

UI Mode Not Changing

Section titled “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

Section titled “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

Section titled “License Issues”

Not Enough Licenses in ABM

Section titled “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

Section titled “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

Section titled “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

Section titled “Getting Help”

If you’re still experiencing issues: