MDM issue

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Claire

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Nov 15, 2021, 11:16:40 AM11/15/21
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Hi everyone,

Looking for help installing a MDM profile on a specific iPad. The iPad had to be rebooted as it was locked. Since then, I've had trouble installing the MDM on the device. It's running iOS 10.3.3 so not sure if it's related to the age of the device? I have installed the MDM profile and it has downloaded our school's apps but hasn't installed our school wallpaper, homepage, collated the apps into groups etc. Could anyone advise?

Claire

Chris Reina

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Nov 15, 2021, 12:26:42 PM11/15/21
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Hi Claire,

It depends of course on the MDM… they’re all a little different. Jamf, Mosyle, etc. install slightly differently.

Given the behaviour you’ve described - I would concur that it may well be to do with the age of iOS on the device.

However - if it worked before - it should again. I have found this when updating devices from time to time. There’s always one.

I’m going to presume you’re trying to install OTA (over the air) rather than wired. I would try a full wipe and update the device (as far as it will go) before enrolling in the MDM.

If that doesn’t work - once trusted and enrolled (ensure the Trust Certificate is up-to-date and valid on the iPad) then try pushing the Homepage “app” to the device and see what happens.

In the MDM - if it still shows as not being allowed, it may be that the MDM has moved beyond the version of iOS you have.

One final thing you can try - sometimes the Wifi within a school can stop updates, etc. from happening - try doing it at home on your own network where there are no restrictions.

Feel free to reach out if you’re still having issues.

Cheers,

Chris
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Colm Bannon

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Nov 16, 2021, 2:26:45 AM11/16/21
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Hey

Was the device completely wiped? Sounds like it's no longer a supervised device if it not changing apps layout and wallpaper.

Could be wrong, just my thoughts.

Regards,
Colm




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Claire Daly

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Nov 16, 2021, 3:21:37 AM11/16/21
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Thanks Chris and Colm,

Colm, yes - the device was completely wiped and it is showing on Jamf as unsupervised. Despite my best efforts I can't get it back to supervised status?

Thanks Chris, have tried it at home so not a Wifi issue as far as I know. As you say it's likely got to do with its age, but all other devices of the same age are behaving! I'll keep trying.

Claire

Chris Reina

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Nov 16, 2021, 3:30:47 AM11/16/21
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Hi Claire,

Thanks for that info - we know now that Jamf is your MDM and it’s not supervised.

This may (or may not) be an issue.

iPads can have 2 different “modes” - either supervised or unsupervised. To supervise the device, you will need to plug it in to a Mac and supervise it using Apple Configurator.

If you have never done this - I would guess whomever you purchased the device from would have done that for you.

Ultimately, this may not matter - you do get more finite control over a device if it is supervised, but that may not be needed.

I think this is the answer to your question - if you supervise the device, you may find the settings will apply.

Check first to see if you have a Mac that has been used to supervise the devices. (You should!) If not, the reseller holds this control and you will need to contact them.

Cheers,

Chris

Éanna

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Nov 18, 2021, 10:04:14 AM11/18/21
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You can learn more about supervision here: https://support.apple.com/en-us/HT202837

If you purchase an iPad/Mac from an Apple Authorised Reseller (AAR) or Apple Authorised Education Specialist (AAES) (e.g. Compu b or Wriggle).  They can add the device to your Apple School Manager (ASM) account and you can supervise the device over the air using a suitable MDM.  
If you have purchased the device elsewhere (or it was donated to the school) or was not enrolled in ASM when purchased.  You must manually enrol the device into Apple School Manager to supervise the iPad/Mac/iPhone over the air.  You can manually enrol the device into your ASM using Apple Configurator. 

Supervising 'over the air' gives so much control to the organisation without having to touch every single device.   

To retain the the chain of custody an AAR/AAES can only enter the device that they have supplied into a school's ASM.

Devices that are in the school ASM are 'known to Apple' as owned/managed by the school and as a result can be unlocked (PIN/activation lock etc) (by AppleCare) for the school if needed.

Loads more to learn here in the Education Deployment Guide

Éanna

Claire Daly

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Nov 18, 2021, 12:22:51 PM11/18/21
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Thanks folks,

Got notice of an inspection so my MDM issue went by the wayside for a few days there! I installed Apple Configurator on my personal Mac, downloaded the MDM profile and tried installing it from there but I'm getting the notice 'The certificate Client.plx' could not be imported'. Will need to look into it further.

Thanks again,
Claire

Chris Reina

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Nov 18, 2021, 1:05:47 PM11/18/21
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Hi Claire,

Feel free to give me a ring if you like. Once you delve into that area - it gets quite confusing. 

Cheers,
Chris

Colm Bannon

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Nov 18, 2021, 1:05:49 PM11/18/21
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Hi

Great you figured what was wrong Claire. I had similar issue with iPads that were donated to school.

Just to add to Chris's advise. If you don't have an apple device. You can use imazing on Windows devices. However, you do have to pay for a license. 

Regards, 
Colm

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