Troubleshooting iOS/iPadOS Update Failures: Errors and Resolutions

This guide helps administrators troubleshoot common iOS/iPadOS update failure scenarios, their corresponding error codes, potential causes, and resolutions. Ensure devices meet the necessary requirements to avoid update issues.

Common OS Update Errors and Resolutions

Error : The attempt to check for an available update failed

Problem: The device cannot check for an available update.

Cause: Network connectivity issues or blocked access to mesu.apple.com.

Resolution:

• Ensure a stable network connection.
• Verify mesu.apple.com is not blocked by firewalls or security policies.
• Add mesu.apple.com to the allowed list for seamless access.

Error : There is not enough space to download the update

Problem: The device lacks sufficient storage.

Cause: Insufficient free storage on the device.

Resolution: Monitor device storage proactively, notify users to free up space, use remote management tools for cleanup.

Error : The download requires a fast or a more reliable network connection

Problem: The network is too slow or unstable.

Cause: Poor or unreliable network connections.

Resolution:

• Ensure devices are connected to a stable, high-speed network.
• Set up a cached OS update server for faster internal distribution.
• Enable Cellular Data Updates: Go to Settings > Cellular > Data Mode, and select Allow More Data on 5G to prioritize 5G over Wi-Fi for updates and background tasks (This setting must be manually configured on the device, as it cannot be enabled through MDM due to Apple's restriction)

Error : The update failed to download

Problem: The device is unable to download the update.

Cause: Network issues or blocked access to mesu.apple.com.

Resolution:

• Ensure reliable network connections and access to mesu.apple.com.
• Confirm sufficient battery level to avoid interruptions during download.

Error : The update failed to install

Problem: The update was downloaded but could not be installed.

Cause: Network or device-related issues during installation.

Resolution:

• Troubleshoot specific device issues like low storage, outdated system components, or app conflicts.
• Use caching mechanisms to ensure updates are downloaded and installed successfully.
• Confirm sufficient battery level to prevent issues during installation.

Error: Related to Passcode-Protected Devices

Errors:

• Passcode Required to Finish Updating the Device
• Set Privacy Policy is Interfering with Forced Updates
• Cannot Force an Update Because the Passcode Could Not be Cleared

Problem: Passcode or privacy settings prevent the device from completing the OS update, leading to errors.

Cause: These errors occur due to passcode requirements or privacy settings that interfere with forced updates.

Resolution: To ensure updates proceed on passcode-protected devices:

• Enable Device Privacy: Go to Admin Tab > Privacy Settings in the MDM console and ensure that Reset Device Passcode is enabled. This setting allows the system to manage passcode requirements and proceed with updates.
• Enable Forced OS Updates: In the update policy, select Force OS Updates to allow updates to bypass the passcode lock if necessary.

After the update, users with a passcode profile will be prompted to set a new passcode.

Note: To clear a passcode on iOS/iPadOS 13 or later using MDM, a special security token is required. This token is automatically set up during device enrolment. If a device was updated from iOS/iPadOS 12 to iOS/iPadOS 13 after being enrolled, you may need to re-enroll it to use the Clear Passcode feature. Devices already running iOS/iPadOS 13 or above at the time of enrolment won't face this issue. Make sure your devices are updated to the latest iOS/iPadOS version for seamless performance.

For more details on the impacts of iOS/iPadOS 13 updates on mobile device management, refer to this knowledge base article.

By addressing the causes and errors outlined, administrators can maintain smooth update processes across devices. Ensure consistent monitoring of battery, storage, and network requirements to prevent update failures.