Google Play install fails with "failed to update the policy": reapply Blueprint or re-enroll device

Android

When you try to install apps on managed Android devices, you might see an error: "The Google Play install command failed to update the policy." This article explains how to resolve this issue by reapplying your Blueprint or re-enrolling the device.

Before you begin

This issue occurs when your device's Managed Google Play enrollment token becomes out of sync with Esper's backend. It typically happens after network disruptions, Blueprint changes, or account reconfigurations. You'll see the error immediately after issuing an app install command, and the Activity Feed will show the command failed to execute.

How to fix this: Step 1 — Reapply your Blueprint

Try this first. Reapplying your Blueprint forces a fresh policy push to the device and can re-establish the Managed Google Play enrollment token.

1. In the Esper Console, go to Blueprints.
2. Open the Blueprint currently assigned to the affected device.
3. Disable the Blueprint by toggling it off and save the change.
4. Wait 30–60 seconds.
5. Re-enable the Blueprint by toggling it on and save.
6. Go to Devices & Groups → [Device Name] → Apps → Install and attempt to install an app.
7. Check the device's Activity Feed to confirm the command status shows: Command has been queued → Command has been fired → App installed successfully. The failed to update the policy error should not appear.

How to fix this: Step 2 — Factory reset and re-enroll (if Blueprint reapply doesn't work)

If reapplying the Blueprint doesn't resolve the issue, factory reset the device and re-enroll it.

1. Collect a bug report from the device immediately after a failed install attempt. Go to Devices & Groups → [Device Name] → Actions → Request Bug Report. (You'll need this if you contact support.)
2. Factory reset the device. Go to Devices & Groups → [Device Name] → Actions → Wipe, or physically reset the device if it's offline.
3. Re-enroll the device using your provisioning method (QR code, Zero-Touch, KME, or another method).
4. Reassign the device to the correct Blueprint and group.
5. Attempt an app install from the Esper Console and verify that the app installs successfully without a policy failure error in the Activity Feed.

Still need help?

If both the Blueprint reapply and factory reset methods don't resolve the issue, or if this error appears across many devices simultaneously, contact Esper Support. Include the bug report you collected and the serial numbers of all affected devices.