Skip to content

Runbook — Cannot Install an Application

Scenario

A user cannot install an application they need for work. They are downloading it from the internet and getting a permissions error.

Steps

1. Identify the Application

Ask the user what application they are trying to install. You need to know what it is before taking any action.

2. Check if it is an Approved Application

Before doing anything else, check whether the application is on the organisation's approved software list. Not every application a user wants is one they should have.

  • If it is not approved — inform the user and advise them to raise a request through the appropriate channel (manager approval, software request form etc). Do not deploy unapproved software.
  • If it is approved — continue below.

3. Check Company Portal

Ask the user to open Company Portal on their device. The application may already be available there as an Available app, meaning they need to install it manually from the portal rather than from the internet.

4. Check Intune for Existing Deployment

intune.microsoft.com → Apps → All apps → search for the application

  • Is it deployed? If yes, check the assignment:
  • Is the user's group included?
  • Is the user's group accidentally excluded?

5. Check Entra ID Group Membership

entra.microsoft.com → Users → select the user → Groups → confirm they are in the group the app is assigned to.

If they are not in the correct group, add them and force a sync on the device.

6. If the App is Not Deployed

1st line typically does not package and deploy new applications independently. Raise a request with 2nd line or IT ops to: - Package the application using the Win32 Content Prep Tool - Upload and configure it in Intune - Assign it to the appropriate group

Once deployed, add the user to the relevant group.

Escalate If

  • The application is not on the approved software list — do not deploy, advise the user to raise a formal request
  • The application needs to be packaged and added to Intune — raise a request with 2nd line or IT ops
  • The app is deployed but failing to install on the device — check the app installation status in Intune and escalate if errors are present

Notes

  • The permissions error the user is seeing is Intune working correctly — standard users cannot install software without admin rights, which is intentional. Reassure the user their device is not faulty
  • Always verify the app is approved before taking action — this protects you and the organisation
  • If the app is in Company Portal as Available rather than Required, walk the user through installing it from there rather than raising a new deployment request