Troubleshooting - Device and Productivity Software

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type="checkbox" id="__nav_2_3_7" > <label class="md-nav__link" for="__nav_2_3_7"> Getting applications for macOS <span class="md-nav__icon md-icon"></span> </label> <nav class="md-nav" aria-label="Getting applications for macOS" data-md-level="3"> <label class="md-nav__title" for="__nav_2_3_7"> <span class="md-nav__icon md-icon"></span> Getting applications for macOS </label> <ul class="md-nav__list" data-md-scrollfix> <li class="md-nav__item"> <a href="../../AcquiringApplications/" class="md-nav__link"> Introduction </a> </li> <li class="md-nav__item"> <a href="../" class="md-nav__link"> The Mac Self-Service </a> </li> <li class="md-nav__item"> <a href="../../AppleAppStore/" class="md-nav__link"> The Apple App Store </a> </li> <li class="md-nav__item"> <a href="../../MicrosoftOfficeMac/" class="md-nav__link"> Microsoft Office Apps </a> </li> </ul> </nav> </li> <li class="md-nav__item"> <a href="../../HomeFolders/" class="md-nav__link"> Home folders </a> </li> <li class="md-nav__item 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md-icon"></span> </label> <nav class="md-nav" aria-label="Further information" data-md-level="3"> <label class="md-nav__title" for="__nav_2_3_15"> <span class="md-nav__icon md-icon"></span> Further information </label> <ul class="md-nav__list" data-md-scrollfix> <li class="md-nav__item"> <a href="../../MacServiceDocs/" class="md-nav__link"> Mac Service (CERN Service Portal) </a> </li> <li class="md-nav__item"> <a href="../../MacCERNKBs/" class="md-nav__link"> Knowledge Base (CERN Service Portal) </a> </li> <li class="md-nav__item"> <a href="../../AppleDocs/" class="md-nav__link"> Apple Documentation </a> </li> </ul> </nav> </li> </ul> </nav> </li> <li class="md-nav__item md-nav__item--nested"> <input class="md-nav__toggle md-toggle" data-md-toggle="__nav_2_4" type="checkbox" id="__nav_2_4" > <label class="md-nav__link" for="__nav_2_4"> iOS <span class="md-nav__icon md-icon"></span> </label> <nav class="md-nav" aria-label="iOS" data-md-level="2"> <label class="md-nav__title" 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for="__nav_3_17"> Web Authoring software <span class="md-nav__icon md-icon"></span> </label> <nav class="md-nav" aria-label="Web Authoring software" data-md-level="2"> <label class="md-nav__title" for="__nav_3_17"> <span class="md-nav__icon md-icon"></span> Web Authoring software </label> <ul class="md-nav__list" data-md-scrollfix> <li class="md-nav__item"> <a href="../../../../pss/webauth/" class="md-nav__link"> Web Authoring tools for Desktops </a> </li> </ul> </nav> </li> </ul> </nav> </li> </ul> </nav> </div> </div> </div> <div class="md-sidebar md-sidebar--secondary" data-md-component="sidebar" data-md-type="toc" > <div class="md-sidebar__scrollwrap"> <div class="md-sidebar__inner"> <nav class="md-nav md-nav--secondary" aria-label="Table of contents"> <label class="md-nav__title" for="__toc"> <span class="md-nav__icon md-icon"></span> Table of contents </label> <ul class="md-nav__list" data-md-component="toc" data-md-scrollfix> <li class="md-nav__item"> <a href="#about-migration-assistant-restoring-from-time-machine-and-replaced-motherboards" class="md-nav__link"> About Migration Assistant, Restoring from Time Machine and Replaced Motherboards </a> </li> <li class="md-nav__item"> <a href="#about-the-self-service-application-version" class="md-nav__link"> About the Self-Service Application Version </a> </li> <li class="md-nav__item"> <a href="#about-devices-that-stop-reporting" class="md-nav__link"> About Devices that Stop Reporting </a> </li> <li class="md-nav__item"> <a href="#expiration-of-the-mdm-profile" class="md-nav__link"> Expiration of the MDM Profile </a> <nav class="md-nav" aria-label="Expiration of the MDM Profile"> <ul class="md-nav__list"> <li class="md-nav__item"> <a href="#failing-mdm-profile-renewals" class="md-nav__link"> Failing MDM Profile Renewals </a> </li> </ul> </nav> </li> <li class="md-nav__item"> <a href="#mdm-profile-not-user-approved" class="md-nav__link"> MDM Profile not 'User Approved' </a> </li> <li class="md-nav__item"> <a href="#self-service-shows-no-items" class="md-nav__link"> Self-Service shows "No items" </a> </li> <li class="md-nav__item"> <a href="#the-clock-on-the-mac-is-off" class="md-nav__link"> The clock on the Mac is off </a> </li> <li class="md-nav__item"> <a href="#please-report-all-self-service-related-problems-to-the-service-desk" class="md-nav__link"> Please Report all Self-Service Related Problems to the Service Desk </a> </li> </ul> </nav> </div> </div> </div> <div class="md-content" data-md-component="content"> <article class="md-content__inner md-typeset"> <a href="https://gitlab.cern.ch/IT-DEP-CDA-AD/devices-docs/blob/master/docs/devices/mac/MacSelfService/Troubleshooting.md" title="Edit this page" class="md-content__button md-icon"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"><path d="M20.71 7.04c.39-.39.39-1.04 0-1.41l-2.34-2.34c-.37-.39-1.02-.39-1.41 0l-1.84 1.83 3.75 3.75M3 17.25V21h3.75L17.81 9.93l-3.75-3.75L3 17.25Z"/></svg> </a> <h1 id="mac-self-service-troubleshooting">Mac Self-Service Troubleshooting</h1> <h2 id="about-migration-assistant-restoring-from-time-machine-and-replaced-motherboards">About Migration Assistant, Restoring from Time Machine and Replaced Motherboards</h2> <p>When a new Mac is set up using the migration assistant directly or via Time Machine or when a Mac has its motherboard replaced that Mac might also receive the Self-Service.app and the jamf framework, but the Self-Service server will not accept any connection from that Mac since the new Mac is unknown to the server. The same holds for any other intervention that changes the serial number and/or the UDID of the Mac. For these devices we recommend to first run the command <code>sudo jamf removeframework</code> and then enroll the new Mac as described in <a href="https://devices.docs.cern.ch/devices/mac/MacSelfService/Enrolling/">https://devices.docs.cern.ch/devices/mac/MacSelfService/Enrolling/</a>. </p> <h2 id="about-the-self-service-application-version">About the Self-Service Application Version</h2> <p>The Self-Service application gets updated automatically whenever the server version is updated - as long as the Self-Service framework on your Mac is still working properly. Since March 2023 the version of the Self-Service app should be 10.44.1. If your Self-Service app is older than that you can assume that there is a problem with the Self-Service framework on your Mac. In general that implies that the Self-Service itself will not be functioning any more, and we recommend that you first remove the non-functional framework by running <code>sudo jamf removeframework</code>, and then enroll the Mac again as described in <a href="https://devices.docs.cern.ch/devices/mac/MacSelfService/Enrolling/">https://devices.docs.cern.ch/devices/mac/MacSelfService/Enrolling/</a>.</p> <h2 id="about-devices-that-stop-reporting">About Devices that Stop Reporting</h2> <p>Devices that stop reporting to the server for more than three months (more than 12 month for devices that use disk encryption) will be deleted from the database. In that case the Self-Service framework will remain on the device, but will not work anymore. Reasons for stopping to report include</p> <ul> <li>the device is switched off</li> <li>the framework has been corrupted</li> <li>the framework failed to upgrade when the server side software was upgraded</li> </ul> <p>When a device has been deleted from the database we recommend to first run the command <code>sudo jamf removeframework</code> and then enroll the Mac again as described in <a href="https://devices.docs.cern.ch/devices/mac/MacSelfService/Enrolling/">https://devices.docs.cern.ch/devices/mac/MacSelfService/Enrolling/</a>. </p> <h2 id="expiration-of-the-mdm-profile">Expiration of the MDM Profile</h2> <p>The MDM profile is essential for the functioning of the Self-Service. It cexpires after a certain time. The MDM server renews the MDM profile 90 days before the expiration. </p> <h3 id="failing-mdm-profile-renewals">Failing MDM Profile Renewals</h3> <p>Due to changes that the vendor made to the contents of the MDM Profile and tightened verification by recent macOS versions the renewal failed for certain versions of the MDM Profile, rendering the Self-Service non-functional.</p> <p>When the MDM Profile is expired it is necessary to remove the non-functional framework by running <code>sudo jamf removeframework</code>, and then enroll the Mac again as described in <a href="https://devices.docs.cern.ch/devices/mac/MacSelfService/Enrolling/">https://devices.docs.cern.ch/devices/mac/MacSelfService/Enrolling/</a>.</p> <h2 id="mdm-profile-not-user-approved">MDM Profile not 'User Approved'</h2> <p>In the early days of the MDM it was sufficeint to install the MDM Profile on the Mac. At same stage Apple introduced the user approval for the installation, so users were asks at least twice whether they indeed want to install the MDM Profile. Unfortunately nothing triggered the user for approval of an MDM Profile that was already installed. This left us with some hundred Macs that have an unapproved MDM profile installed. </p> <p><strong>Many Self-Service items do not work on devices that have an unapproved MDM Profile. </strong></p> <p>When you see the item "MDM Profile not approved" in the Self-Service app please open the "System Preferences" (called "System Settings" since macOS Ventura) go to the "Profiles" pane, double click the "MDM Profile", check that it is provided by CERN, and approve it. </p> <h2 id="self-service-shows-no-items">Self-Service shows "No items"</h2> <p>It can happen that the Self-Service app shows "No items" after the login. This indicates a problem with the enrolment that needs to be corrected on the server side, no user interaction can fix this. Please open a ticket with the Service Desk. </p> <h2 id="the-clock-on-the-mac-is-off">The clock on the Mac is off</h2> <p>The Mac Self-Service requires that the clock on the Mac is sufficiently correct. When the clock is off by too much, all items in the Self-Service will fail. Further symptoms:</p> <ul> <li>the clock shows a worong time</li> <li>in /var/log/jamf.log you see "Clock Skew Error"</li> </ul> <p>Solution: correct the system time on the Mac and make sure a timeserver is activated.</p> <h2 id="please-report-all-self-service-related-problems-to-the-service-desk">Please Report all Self-Service Related Problems to the Service Desk</h2> <p>We can discover some Self-Service issues on the server side, but for the majority of issues we rely on you reporting malfunctions to become aware of problems. So please report any issues with the Self-Service to the Service Desk, see <a href="https://cern.service-now.com/service-portal">https://cern.service-now.com/service-portal</a>. You should specify one of the following three quantities, so we can identify your Mac's entry on our server:</p> <ul> <li>The "Sharing Name" of your Mac, see <a href="https://cern.service-now.com/service-portal?id=kb_article&n=KB0008415">KB0008415</a></li> <li>The Serial Number of your Mac, see <a href="https://cern.service-now.com/service-portal?id=kb_article&n=KB0001908">KB0001908</a></li> <li>The hardware address of your Mac, see <a href="https://cern.service-now.com/service-portal?id=kb_article&n=KB0001910">KB0001910</a> </li> </ul> </article> </div> <script>var tabs=__md_get("__tabs");if(Array.isArray(tabs))e:for(var set of document.querySelectorAll(".tabbed-set")){var tab,labels=set.querySelector(".tabbed-labels");for(tab of tabs)for(var label of labels.getElementsByTagName("label"))if(label.innerText.trim()===tab){var input=document.getElementById(label.htmlFor);input.checked=!0;continue e}}</script> </div> </main> <footer class="md-footer"> <nav class="md-footer__inner md-grid" aria-label="Footer" > <a href="../Using/" class="md-footer__link md-footer__link--prev" aria-label="Previous: Using the Self-Service app" rel="prev"> <div class="md-footer__button md-icon"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"><path d="M20 11v2H8l5.5 5.5-1.42 1.42L4.16 12l7.92-7.92L13.5 5.5 8 11h12Z"/></svg> </div> <div class="md-footer__title"> <div class="md-ellipsis"> <span class="md-footer__direction"> Previous </span> Using the Self-Service app </div> </div> </a> <a href="../Unenrolling/" class="md-footer__link md-footer__link--next" aria-label="Next: Unenrolling a Mac" rel="next"> <div class="md-footer__title"> <div class="md-ellipsis"> <span class="md-footer__direction"> Next </span> Unenrolling a Mac </div> </div> <div class="md-footer__button md-icon"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 24 24"><path d="M4 11v2h12l-5.5 5.5 1.42 1.42L19.84 12l-7.92-7.92L10.5 5.5 16 11H4Z"/></svg> </div> </a> </nav> <div class="md-footer-meta md-typeset"> <div class="md-footer-meta__inner md-grid"> <div class="md-copyright"> Made with <a href="https://squidfunk.github.io/mkdocs-material/" target="_blank" rel="noopener"> Material for MkDocs </a> </div> </div> </div> </footer> </div> <div class="md-dialog" data-md-component="dialog"> <div class="md-dialog__inner md-typeset"></div> </div> <script id="__config" type="application/json">{"base": "../../../..", "features": ["navigation.tabs", "content.tabs.link"], "search": "../../../../assets/javascripts/workers/search.5bf1dace.min.js", "translations": {"clipboard.copied": "Copied to clipboard", "clipboard.copy": "Copy to clipboard", "search.config.lang": "en", "search.config.pipeline": "trimmer, stopWordFilter", "search.config.separator": "[\\s\\-]+", "search.placeholder": "Search", "search.result.more.one": "1 more on this page", "search.result.more.other": "# more on this page", "search.result.none": "No matching documents", "search.result.one": "1 matching document", "search.result.other": "# matching documents", "search.result.placeholder": "Type to start searching", "search.result.term.missing": "Missing", "select.version.title": "Select version"}}</script> <script src="../../../../assets/javascripts/bundle.37e9125f.min.js"></script> </body> </html>

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