This article covers how to interpret Smart Software deployment statuses and resolve the most common issues that prevent successful deployment. Before rolling out Smart Software to production devices, we recommend testing on a test device or virtual machine — the easiest way to do this is by deploying via GoLive.
For a general overview of Smart Software and deployment methods, see our Smart Software Overview article.
Understanding Deployment Statuses
After a Smart Software item runs, its status is displayed in the Policy Deployment Status view (Policy > Status > Deployment Status > Software). Use the table below to interpret what each status means.
| Status | Color | What It Means |
|---|---|---|
| Success | Green | The Installation Command completed and returned an exit code of 0. |
| Failed | Red | The Smart Software payload returned an exit status of 1 at some point during deployment. |
| Pending | Yellow | Waiting for a new status from the policy deployment. No result has been reported yet. |
How to view error details for a failed deployment
- In the deployment status view, click the software name.
- Click the arrow next to the device name to expand the output log.
- Review the output — the cause of the error is typically found in the bottom-most lines.
Troubleshooting: Status Is Stuck on Pending or "Last Updated" Isn't Changing
If your Smart Software item hasn't updated its status or the Last Updated timestamp hasn't changed, one of the following scenarios is likely the cause.
The condition script is returning the same result
If your Smart Software item has a Condition for Install script, it runs before the installation to determine whether the install should proceed. If the condition evaluates the same way each time (for example, the app is already installed, so installation is skipped), the deployment status and Last Updated timestamp won't change — because nothing new has happened.
This is expected behavior, not an error.
Let's say there is a condition script set to check if an app already exists, and if it does exist, do not proceed with the installation.
On May 2nd, the condition script recognizes the app exists, and as such, does not initiate the installation script.
Two weeks later, the condition script recognizes the app is still installed, so it still does not proceed with the installation. This means that the "Last Updated" fact will be May 2nd given the status has not changed.
The item hasn't been re-attempted
Smart Software items without a condition script only attempt installation once. This prevents Addigy from repeatedly reinstalling software that's already been deployed.
To trigger a re-attempt, manually redeploy the policy:
- Navigate to Policies and select the relevant policy.
- Click Deploy Now.
The Addigy agent isn't communicating
Smart Software items run through the Addigy agent. If the agent on a device is offline or not communicating, deployment won't occur — and the status won't update.
To check agent connectivity and resolve communication issues, see: FAQ: Troubleshooting Agent Connection Issues (macOS).
Troubleshooting: Deployment Failed
General syntax errors
Example error: syntax error near unexpected token `('
This error means the Installation Command or Condition Script isn't valid bash. Review your Smart Software item for:
- Mismatched parentheses or quotation marks
- Incorrectly declared variables
- Incorrect file or directory paths
Tip: A common cause of this error is an incorrect path to the Smart Software item in the
/Library/Addigyfolder. The correct path (labeled Download folder) is displayed under the Installation Command inside any Smart Software item.
Error occurred while running scripts from the Installation File
Example error: The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance. An error occurred while running scripts from the package "Smart Software.pkg"
This error originates from the installation file itself, not from your Installation Command. Addigy cannot provide additional diagnostic detail for this error — you may need to consult the software manufacturer. Common causes include:
- The installation file is corrupted
- The installer isn't compatible with the device's architecture (for example, an Intel-only installer running on an Apple Silicon device)
- The software is already installed, or a previous installation left behind remnants that are blocking reinstallation
- The software is installed but with a different license key or client-specific value
- A required license key or deployment token is missing or incorrect
Improperly configured Condition for Install
If your Smart Software item appears to fail before the Installation Command runs, the issue may be in the Condition for Install. Double-check that:
- The exit codes in your custom condition script are correct (
0= proceed,1= skip) - The operator logic matches your intended behavior
- Prebuilt conditions are configured for the right application or version
Still Need Help?
If you're receiving an error that isn't covered here, or can't determine the cause, contact the Addigy Support Team. Please note that Support can assist with troubleshooting and answering specific questions, but is unable to build Smart Software items or custom install scripts for third-party applications on your behalf.