Managed Google Play app stuck in "Awaiting installation" during Blueprint converge: re-add EMM account

Android

If a Managed Google Play app is stuck in an "Awaiting installation from Google Play" state during a Blueprint converge, you can resolve this by re-adding your EMM account on a cloned Blueprint. This article walks you through the fix.

Before you begin

Wait for all currently queued Blueprint converge commands to complete or fail before proceeding. Commands in Acknowledged state cannot be cancelled.

Check the device activity to confirm no Blueprint converge commands are currently pending:

1. Go to Devices & Groups → [Affected Device] → Activity.
2. Verify that no Blueprint converge commands are in Pending or Acknowledged state.

Step 1: Clone your Blueprint

1. In the Esper Console, go to Blueprints.
2. Find the Blueprint assigned to the affected device.
3. Click the Blueprint name, then click Clone.

Step 2: Remove and re-add the EMM account

1. Open the cloned Blueprint.
2. Locate the Managed Google Play (AFW) account configuration in your app settings.
3. Remove the existing EMM account.
4. Re-add the EMM account fresh. This resets the managed Play Store account binding.

Step 3: Assign the device to the cloned Blueprint

1. Go to Devices & Groups → [Affected Device].
2. Select Blueprint → Assign.
3. Choose the cloned Blueprint from the list.

Step 4: Trigger a single converge

1. Trigger a single Blueprint converge on the affected device.
2. Wait for the converge to complete fully before taking any further action.

Step 5: Verify the installation

Check that the Blueprint converge reached Success state and the target app appears as installed:

1. Go to Devices & Groups → [Device Name] → Apps.
2. Confirm the Managed Google Play app is now listed as installed.

If the app still won't install

If the Managed Google Play app still fails to install after converge, try installing it directly:

1. Go to Devices & Groups → [Device Name] → Apps → Install App.
2. Select the app and install it directly to the device.
3. Open the Managed Google Play Store on the device to confirm the installation proceeds.

If this workaround is also unsuccessful, you can deploy the app as an Esper-hosted APK instead. This bypasses the managed Play Store dependency:

1. Remove the app from the Blueprint.
2. Re-add it to the Blueprint as an Esper-hosted APK instead of a Managed Google Play app.
3. Trigger a new converge to verify the app installs successfully.

Troubleshooting tips

• Do not trigger multiple Blueprint converges on the same device before the previous converge has completed or failed. Once commands reach Acknowledged state, they cannot be cancelled.
• Verify that the device's Android Enterprise enrollment is valid and that Google Play Services is up to date.
• If the issue persists on multiple devices in your account, this may indicate an account-level EMM token or enterprise binding issue.

Still need help?

If the above steps don't resolve the issue, contact Esper Support. include:

• The device serial number.
• Your Esper Agent version.
• The package name of the app failing to install.
• Any error messages from the Managed Google Play Store on the device.