A bit late to the game here but we want to start testing Relay before deciding to use it next year. I'm wondering what, if anything, is entered for the "Service Address"? Thanks.
@catesr My "Service Address" is blank.
I have removed the Jamf Nation tag so it relies strictly on the Security Management tag please let me know if you disagree with this.
The lightspeed relay app issue has been a real showstopper for students until the parent or staff member reaches out to iOS user support. I manage around 9000 iPads for Topeka Public Schools, and for whatever reason when the Relay app updates it does not allow a Wi-Fi connection. I have created a document to help parents "How to remedy "internet not connected" on iPad" https://docs.google.com/document/d/1R6Xe8v_sxt07Mq3YggLUmRnNKeQp9jrNF-h-2cVrfNU/edit# but I'd like to know why this is happening. Why is the iOS or app update causing the app to be physically touched BEFORE the iPad correctly connects to Wi-Fi? This affects any iPad requiring Wi-Fi for apps like Zoom, Clever, Seesaw, etc.
It's truly frustrating for parents and staff that call me for support, and thankfully I figured out that the Relay app was the issue. We had iPads that would not connect to WiFi for a week because I could not figure out what the problem was as there was no obvious sign. I reached out to Jamf, Apple, and my networking team and nobody had a clue that the app was the issue.
We’ve been dealing with this issue as well. The problem occurs when the app is flagged to automatically update in Jamf. The app refuses to keep internet functional while the app is updating, and requires that you cancel the download before the app suddenly shows as being updated and the internet works again.
I spoke with our Lightspeed rep and their suggestion is to disable automatic updates for the Relay app. When an update is made available, they recommend removing the app from all devices, then scoping it back out, basically an uninstall/reinstall scenario, so that internet functionality isn’t affected while the app is updated.
This is the scenario that I plan to test out the next time an update is released.
One issue I did run into is that you can’t have Automatic Updates enable for apps in settings and then go and disable automatic updates for a single app. I had to disable automatic updates for apps in settings, and then manually enable automatic updates for all apps except for Relay. Thankfully I found a script that would do that for me for all of my apps. I’ll update this post later when I find that script again.
Thank you for your feedback @jbisgett I have a support ticket with Lightspeed right now and am curious if they'll reiterate just what you said. We do have auto-update turned on in Settings and it'll be a pain if I have to manually go in and change the setting for each app so a script will be greatly appreciated.
@cboatwright We had the same issue with Windows and Uninstalling leaving keys which would block installs. I had a support call and the technician shared this with me: https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed
If you click through it and choose Install issue and click Smart Agent and next the Microsoft tool will clean up all of Relays issues and allow you to install the new version. We also had a huge issue with Version 1.4 and 1.4.1 so they package version 1.3.2 or whatever the last version was as version 1.4.2 for us and so far it has been working so much better. Just like you stated we had about a month and a half where staff couldn't get out to the internet at all. I was ready to go back to strictly our Rocket but since doing 1.4.2 and using the Microsoft Tool for computers that won't allow the install to go through or an uninstall not working it has been much better.
The tech also shared with me this command line: msiexec /x SmartAgentx64.msi PASSWORD="Your Uninstall Password" for times when the Uninstaller isn't working either but the only issue with this is you must have the msi of the same version you are trying to install. So I started storing and saving every version they send us.
Hope this helps you!
Matt, what did you use for the app confiuration? Your doc was very helpful but I am still having issues with the config.
