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App installation failing with “The product is not available in the device's country” error in Audit log

Environment

  • Knox Manage (KM)
  • Devices running Android Enterprise Device Owner mode

Overview

When downloading an app with a country limitation through KM, you may encounter an app installation failure. In such cases, the Audit Log shows the error "The product is not available in the device's country".

Cause

When you try to enroll a device into Android Enterprise Device Owner mode, it receives a profile that includes a list of applications to be installed. If an application with a country limitation is included in the list, the download fails as KM has not yet confirmed the country code of the device.

Resolution

Currently, KM does not use the device's country code during the enrollment process. The KM team is working to implement this feature.

Workaround

To install an application that is currently not available in the device's country, do one of the following:

  • Option 1 - Enroll device in KM first—We recommend enrolling the device in KM first, and then sending the profile after successful enrollment. Doing so installs any applications with a country limitation on the device.
  • Option 2 - Install the app manually—Alternatively, you can install the app through the Knox Manage agent > Application Store > Install manually.
  • Option 3 - Clear the device's Google Play Store cache—Clearing your Google Play Store's cache will help you overcome issues with app installation. To clear your Google Play Store cache, do as follows: 
    1. From your device's Home screen, go to Settings > Apps > Google Play Store > Storage.
    2. Tap Clear cache. If you're prompted to force quit the app, tap Force stop.
    3. Exit out of the Settings app and tap Google Play Store to open it again. You can now install the app that was previously unavailable.