Troubleshooting
If things do go wrong, Zappl provides error codes which can be looked up for simple troubleshooting.
User-facing Error Codes
Refer to the error table below for explanations and remediation steps for each potential error code.
001
001
Cause
Zappl certificates could not be downloaded and added to the macOS keychain.
Remediation
Verify that the Zappl Network Requirements have been met. Zappl needs to have access to download certificates prior to importing them to the macOS keychain. Specifically, this requires outbound network access using port 443 (HTTPS) to zappl.co.
002
002
003
003
004
004
Cause
The current version of macOS is unsupported.
Remediation
Zappl requires at least macOS Ventura in order to run. Upgrade the computer to the latest version of macOS, or at least macOS 13 (Ventura).
005
005
Cause
An internet connection could not be detected.
Remediation
Connect the computer to the internet and verify that the connection is stable. If the issue persists, verify the Zappl Network Requirements have been met.
006
006
Cause
The Zappl server could not be reached.
Remediation
Verify that the network connection is stable and that the Zappl Network Requirements have been met. If the issue persists, the service could be experiencing a temporary outage.
007
007
Cause
The Zappl server could not be reached whilst attempting to validate the configured license keys.
Remediation
Verify that the network connection is stable and that the Zappl Network Requirements have been met. If the issue persists, the service could be experiencing a temporary outage.
008
008
Cause
The configured activation token is invalid.
Remediation
Ensure that the activation token in your Zappl custom preferences configuration profile is valid. If you do not have your activation token, please contact us to obtain this.
009
009
Cause
The configured public key is invalid.
Remediation
Ensure that the public key in your Zappl custom preferences configuration profile is valid. If you do not have your public key, please contact us to obtain this.
010
010
Cause
One or more components required by Zappl could not be updated/installed.
Remediation
Verify that the network connection is stable and that the Zappl Network Requirements have been met. If the issue persists, the service could be experiencing a temporary outage.
011
011
Cause
The Zappl installation directory is corrupt and could not be accessed.
Remediation
Reinstall Zappl. If the issue persists, please contact us.
Frequently Encountered Issues
The install Zappl script fails to install Zappl
The install Zappl script fails to install Zappl
Symptom
Error: The Zappl deployment failed because the installer script is inaccessible. Please check the Zappl network requirements and try again.
Explanation
The script was blocked when attempting to download the Zappl installer components from zappl.co.
Remediation
Verify that the network connection is stable and that the Zappl Network Requirements have been met. Specifically, this requires outbound network access using port 443 (HTTPS) to zappl.co.
If the issue persists, the service could be experiencing a temporary outage.
App installation failure | Not enough disk space
App installation failure | Not enough disk space
Symptom
Error: Not enough disk space available to download and install the $appName update.
Explanation
The app installer size is greater than the available disk space on the computer, preventing it from being downloaded.
Remediation
Free up disk space on the computer. The Zappl log displays how much space is required for the particular update/install, however it is advisable to free up as much space as possible to prevent further installs/updates from failing.
App installation failure | Incompatible OS
App installation failure | Incompatible OS
Symptom
Error: $appName is not compatible with this macOS version.
Explanation
The installed version of macOS does not meet the macOS requirements for the app.
Remediation
Review the Zappl log to see the macOS requirement for the app.
If the installed macOS version is too far behind, upgrade the computer to the supported macOS version.
If the app can only be installed on older versions of macOS, limit installs of the app to computers which meet the required macOS criteria.
App installation failure | Could not download app
App installation failure | Could not download app
Symptom
Error: The $appName installer could not be downloaded.
Explanation
Zappl could not download the installer for the app in question.
Remediation
Verify that full network access is permitted to the software vendor’s public download URLs and try again.
If the issue persists, the vendor may be experiencing a temporary outage.
App installation failure | Could not mount disk image
App installation failure | Could not mount disk image
Symptom
Error: Could not mount disk image for $appName.
Explanation
The disk image containing the software was successfully downloaded, but couldn’t be mounted.
Remediation
Remove any disk image restrictions. Disk images can be blocked using MDM configuration profiles and other third party security tools. Blocking disk images will cause any apps with .dmg installers to fail, therefore lifting these restrictions will resolve this issue.
If no restrictions are in place, the downloaded disk image may be damaged. In this case, retry the install/update and if the issue persists please contact support.
Portal | Unable to send reports to email addresses
Portal | Unable to send reports to email addresses
Symptom
The email address is not associated with an existing Zappl user. Please create a new user and try again.
Explanation
For extra security, only existing users in the Zappl portal can receive scheduled email reports. If you try to schedule an email report for an email address that is not linked to a user in the Zappl portal, this error will be seen.
Remediation
Create a new user in the Zappl portal using the desired email address for the scheduled report, then try again.