Dear Apple Team,
As an MDM (Mobile Device Management) service provider, we are writing to bring attention to an issue that is affecting many of our customers who manage large fleets of iOS devices. Specifically, we have encountered challenges with the app update process via MDM, which is impacting both kiosk devices and non-kiosk devices in a variety of use cases.
Issue 1: App Updates Delayed on Kiosk Devices
Many of our customers are deploying kiosk devices that are used 24/7 independently with no attendants. In these cases, when an app update is sent through MDM via the installApplication command, the installation does not begin immediately. Instead, the update starts only after the device is locked. However, since these kiosk devices are running continuously, they are rarely locked, preventing the app update from occurring.
To force the update, administrators need to manually remote lock or physically lock the device, which is a time-consuming process. This becomes even more challenging for devices like Apple TV, where remotely locking and unlocking the device to complete app updates is especially difficult, making it hard to keep the apps up to date in a timely manner.
Issue 2: User Cancellations of Critical Updates on Non-Kiosk Devices
In the case of non-kiosk devices, customers are encountering another challenge: when a critical update is pushed during business hours, users are often prompted to install the update. However, many users tend to cancel the update, leaving devices unpatched and potentially vulnerable. This behavior can delay the deployment of important security patches, which is a critical concern for organizations managing sensitive data or business-critical apps.
Request for a Solution
Our customers have expressed the need for a more reliable and forceful app update mechanism. Specifically, we are requesting the following features to improve the app update experience:
- Scheduled app updates: The ability to schedule app updates, similar to the way OS updates are handled. If the user does not install the update within a specified timeframe, the update should begin automatically or prompt the user with a stronger reminder.
- Force install option: A feature that would allow MDM administrators to force an app update immediately, without relying on user intervention. This would ensure that critical updates are installed promptly, improving security and system stability across all devices.
These features are essential for many of our customers who rely on timely and consistent app updates to maintain security, functionality, and compliance across their managed devices. Without these options, they face challenges in ensuring devices are kept up-to-date, which can result in security vulnerabilities and operational disruptions.
We kindly request that Apple consider adding these functionalities to improve the MDM app update process and provide a more reliable experience for both kiosk and non-kiosk device management.
Thank you for your attention to this matter. We look forward to your feedback and any potential improvements in future iOS updates.
Raised in the same manner as feedback: FB15910292