Resolved: Jamf Pro services for managed Apple devices have been restored. The vendor has determined our Jamf Pro tenant is functioning as intended and is closing our support case while continuing their own internal investigation into the root cause.

Previously, CIT Endpoint Infrastructure & Engineering re-uploaded approximately 75 centrally-managed packages, restoring most centrally-managed software deployments, software updates, and provisioning processes.

As a workaround, technical staff that administer Jamf Pro for their unit and urgently require one or more packages specific to their unit can submit a request with a new copy of a currently unavailable package via the Upload Jamf Package TeamDynamix form linked from https://it.cornell.edu/eie. Include the name of the unavailable package in your request and it will be replaced on all policies with the new copy.The vendor escalated the Thursday, July 25, 2024 issue internally. General use is still not impacted for Apple Devices enrolled with Certified Desktop and managed by Jamf Pro. 

Back story:
On Thursday morning, July 25, 2024, IT began investigating reports of package installation errors for Apple devices enrolled with Certified Desktop and managed by Jamf Pro. After troubleshooting, the vendor escalated the issue with their product development team on package restoration. Initially, the vendor suspected a vendor-side configuration issue stemming from Cornell University's prior migration from on-premises Jamf Pro servers to the vendor's to Jamf Cloud service.

Behavior: The Apple devices enrolled with Certified Desktop and managed by Jamf Pro may currently fail to download and install software packages. This will appear to unit Jamf Pro administrators in the form of failed Jamf Pro policies, to TSPs as failed application installations including during deployment of a new managed Apple device, and to users as failed application installs and updates in the Self Service app on a managed device.

Jamf Cloud Distribution Service (JCDS) supports upload, distribution, and download of packages used by the Jamf Pro service that manages Apple devices enrolled with Jamf Pro. The vendor has just confirmed our current issue was caused by a failure to migrate all of our packages from their old Jamf Cloud Distribution Service (JCDS) 1 infrastructure to their new JCDS 2 infrastructure. They have created and now escalated an internal ticket to correct this by restoring packages from the old to new infrastructure and have not yet provided an estimated time to completion; 418 of our total 474 packages are impacted by the issue. Newly uploaded packages continue to function as expected.

Resolved

Update: The vendor has completed a recovery and migration of all but four previously unavailable packages overnight. CIT EIE has addressed the remaining four packages. Jamf Pro services for managed Apple devices should once again be fully functional, with unit Jamf Pro administrators having confirmed restored functionality.

IT will continue monitoring until the case with the vendor is closed, at which point this MI can be resolved.

General use is still not impacted for Apple Devices enrolled with Certified Desktop and managed by Jamf Pro.

Previously, CIT Endpoint Infrastructure & Engineering re-uploaded approximately 75 centrally-managed packages, restoring most centrally-managed software deployments, software updates, and provisioning processes.

As a workaround, technical staff that administer Jamf Pro for their unit and urgently require one or more packages specific to their unit can submit a request with a new copy of a currently unavailable package via the Upload Jamf Package TeamDynamix form linked from https://it.cornell.edu/eie. Include the name of the unavailable package in your request and it will be replaced on all policies with the new copy.The vendor escalated the Thursday, July 25, 2024 issue internally. General use is still not impacted for Apple Devices enrolled with Certified Desktop and managed by Jamf Pro. 

Back story:
On Thursday morning, July 25, 2024, IT began investigating reports of package installation errors for Apple devices enrolled with Certified Desktop and managed by Jamf Pro. After troubleshooting, the vendor escalated the issue with their product development team on package restoration. Initially, the vendor suspected a vendor-side configuration issue stemming from Cornell University's prior migration from on-premises Jamf Pro servers to the vendor's to Jamf Cloud service.

Behavior: The Apple devices enrolled with Certified Desktop and managed by Jamf Pro may currently fail to download and install software packages. This will appear to unit Jamf Pro administrators in the form of failed Jamf Pro policies, to TSPs as failed application installations including during deployment of a new managed Apple device, and to users as failed application installs and updates in the Self Service app on a managed device.

Jamf Cloud Distribution Service (JCDS) supports upload, distribution, and download of packages used by the Jamf Pro service that manages Apple devices enrolled with Jamf Pro. The vendor has just confirmed our current issue was caused by a failure to migrate all of our packages from their old Jamf Cloud Distribution Service (JCDS) 1 infrastructure to their new JCDS 2 infrastructure. They have created and now escalated an internal ticket to correct this by restoring packages from the old to new infrastructure and have not yet provided an estimated time to completion; 418 of our total 474 packages are impacted by the issue. Newly uploaded packages continue to function as expected.

Vendor appears to have resolved the issue, will continue monitoring

Update: The vendor continues to work toward a resolution and a confirmation of the root cause. General use is still not impacted for Apple Devices enrolled with Certified Desktop and managed by Jamf Pro.

CIT Endpoint Infrastructure & Engineering has re-uploaded approximately 75 centrally-managed packages, restoring most centrally-managed software deployments, software updates, and provisioning processes.

As a workaround, technical staff that administer Jamf Pro for their unit and urgently require one or more packages specific to their unit can submit a request with a new copy of a currently unavailable package via the Upload Jamf Package TeamDynamix form linked from https://it.cornell.edu/eie. Include the name of the unavailable package in your request and it will be replaced on all policies with the new copy.The vendor has escalated the Thursday, July 25, 2024 issue internally. General use is still not impacted for Apple Devices enrolled with Certified Desktop and managed by Jamf Pro. 

Back story:
On Thursday morning, July 25, 2024, IT began investigating reports of package installation errors for Apple devices enrolled with Certified Desktop and managed by Jamf Pro. After troubleshooting, the vendor escalated the issue with their product development team on package restoration. Initially, the vendor suspected a vendor-side configuration issue stemming from Cornell University's prior migration from on-premises Jamf Pro servers to the vendor's to Jamf Cloud service.

Behavior: The Apple devices enrolled with Certified Desktop and managed by Jamf Pro may currently fail to download and install software packages. This will appear to unit Jamf Pro administrators in the form of failed Jamf Pro policies, to TSPs as failed application installations including during deployment of a new managed Apple device, and to users as failed application installs and updates in the Self Service app on a managed device.

Jamf Cloud Distribution Service (JCDS) supports upload, distribution, and download of packages used by the Jamf Pro service that manages Apple devices enrolled with Jamf Pro. The vendor has just confirmed our current issue was caused by a failure to migrate all of our packages from their old Jamf Cloud Distribution Service (JCDS) 1 infrastructure to their new JCDS 2 infrastructure. They have created and now escalated an internal ticket to correct this by restoring packages from the old to new infrastructure and have not yet provided an estimated time to completion; 418 of our total 474 packages are impacted by the issue. Newly uploaded packages continue to function as expected.

low priority: new software packages may fail to download and install on Apple devices enrolled with Certified Desktop and managed by Jamf Pro. 

Update: The vendor has escalated the Thursday, July 25, 2024 issue internally. General use is still not impacted for Apple Devices enrolled with Certified Desktop and managed by Jamf Pro. 

On Friday afternoon, July 26, 2024, the vendor engaged further points of escalation on their product development team on package restoration. The vendor suspects a vendor-side configuration issue stemming from Cornell University's prior migration from on-premises Jamf Pro servers to the vendor's to Jamf Cloud service.

Behavior: The Apple devices enrolled with Certified Desktop and managed by Jamf Pro may currently fail to download and install software packages. This will appear to unit Jamf Pro administrators in the form of failed Jamf Pro policies, to TSPs as failed application installations including during deployment of a new managed Apple device, and to users as failed application installs and updates in the Self Service app on a managed device.

Jamf Cloud Distribution Service (JCDS) supports upload, distribution, and download of packages used by the Jamf Pro service that manages Apple devices enrolled with Jamf Pro. The vendor has just confirmed our current issue was caused by a failure to migrate all of our packages from their old Jamf Cloud Distribution Service (JCDS) 1 infrastructure to their new JCDS 2 infrastructure. They have created and now escalated an internal ticket to correct this by restoring packages from the old to new infrastructure and have not yet provided an estimated time to completion; 418 of our total 474 packages are impacted by the issue. Newly uploaded packages continue to function as expected.

low priority: new software packages may fail to download and install on Apple devices enrolled with Certified Desktop and managed by Jamf Pro. 

Update: The vendor has escalated the Thursday, July 25, 2024 issue internally. General use is still not impacted for Apple Devices enrolled with Certified Desktop and managed by Jamf Pro. 

These devices may currently fail to download and install software packages. This will appear to unit Jamf Pro administrators in the form of failed Jamf Pro policies, to TSPs as failed application installations including during deployment of a new managed Apple device, and to users as failed application installs and updates in the Self Service app on a managed device.

Jamf Cloud Distribution Service (JCDS) supports upload, distribution, and download of packages used by the Jamf Pro service that manages Apple devices enrolled with Jamf Pro. 

The vendor has just confirmed our current issue was caused by a failure to migrate all of our packages from their old Jamf Cloud Distribution Service (JCDS) 1 infrastructure to their new JCDS 2 infrastructure. They have created and now escalated an internal ticket to correct this by restoring packages from the old to new infrastructure and have not yet provided an estimated time to completion; 418 of our total 474 packages are impacted by the issue. Newly uploaded packages continue to function as expected.

low priority: new software packages may fail to download and install on Apple devices enrolled with Certified Desktop and managed by Jamf Pro. 

Update: Apple devices enrolled with Certified Desktop and managed by Jamf Pro may currently fail to download and install software packages. This will appear to unit Jamf Pro administrators in the form of failed Jamf Pro policies, to TSPs as failed application installations including during deployment of a new managed Apple device, and to users as failed application installs and updates in the Self Service app on a managed device.

Jamf Cloud Distribution Service (JCDS) supports upload, distribution, and download of packages used by the Jamf Pro service that manages Apple devices enrolled with Jamf Pro. The vendor has just confirmed our current issue was caused by a failure to migrate all of our packages from their old Jamf Cloud Distribution Service (JCDS) 1 infrastructure to their new JCDS 2 infrastructure. They have created an internal ticket to correct this by restoring packages from the old to new infrastructure and have not yet provided an estimated time to completion; 418 of our total 474 packages are impacted by the issue. Newly uploaded packages continue to function as expected.

low priority: new software packages may fail to download and install on Apple devices enrolled with Certified Desktop and managed by Jamf Pro. 

Apple devices enrolled with Certified Desktop and managed by Jamf Pro may currently fail to download and install software packages. This will appear to unit Jamf Pro administrators in the form of failed Jamf Pro policies, to TSPs as failed application installations including during deployment of a new managed Apple device, and to users as failed application installs and updates in the Self Service app on a managed device.

The vendor is experiencing issues with the Jamf Cloud Distribution Service (JCDS) that supports upload, distribution, and download of packages used by the Jamf Pro service that manages Apple devices enrolled with Jamf Pro. Nearly all packages in Cornell University's Jamf Pro tenant are impacted. Newly uploaded packages continue to function as expected.

low priority: new software packages may fail to download and install on Apple devices enrolled with Certified Desktop and managed by Jamf Pro.