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Frequently Encountered Issues

Below are some of the most common issues encountered when using Zappl, along with an explanation of each and how to resolve them.

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Symptom

Error: The Zappl deployment failed because the installer script is inaccessible. Please check the Zappl network requirements and try again.

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Explanation

The script was blocked when attempting to download the Zappl installer components from zappl.co.

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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.

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Symptom

Error: Not enough disk space available to download and install the $appName update.

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Explanation

The app installer size is greater than the available disk space on the computer, preventing it from being downloaded.

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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.

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Symptom

Error: $appName is not compatible with this macOS version.

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Explanation

The installed version of macOS does not meet the macOS requirements for the app.

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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.

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Symptom

Error: The $appName installer could not be downloaded.

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Explanation

Zappl could not download the installer for the app in question.

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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.

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Symptom

Error: Could not mount disk image for $appName.

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Explanation

The disk image containing the software was successfully downloaded, but couldn’t be mounted.

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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.

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Symptom

The email address is not associated with an existing Zappl user. Please create a new user and try again.

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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.

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Remediation

Create a new user in the Zappl portal using the desired email address for the scheduled report, then try again.

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Symptom

Error: The Microsoft Defender version has not changed since the update attempt. Version installed: 101.25062.0005

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Explanation

In version 2506 (101.25062.0005) of Microsoft Defender, a bug caused tamper protection to prevent any future updates by any means (even via Microsoft AutoUpdate).

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Remediation

Follow Microsoft’s guide to add a tamper protection exclusion for Microsoft’s update helper, then run the helper PKG. Additionally, it is advised to create a second exclusion for Zappl in the same profile using “JTYACQP7Y5” as the team ID, and “com.dare.zappl” as the signing ID to ensure Zappl is excluded from tamper protection for future updates.