iOS 11 and Lost Mode

iOS 11.1 is out now.

Still seeing this issue on ALL versions of iOS 11 on iPad Airs.

Apple could not get it together to fix this until release 11.2 ..... once more, they prove they have NO UNDERSTANDING of the type of chaos they create for us in EDU!! Grrrr.

So I just tested this on a few iPad Air's running the latest iOS 11.1.1 and we are running JAMF Pro 10 and it successfully disabled Lost Mode. Just thought I would throw this out there to see if anyone else is seeing the same results.

We are having the same issue running JSS version 10.0.0, with iPad Mini 2's running IOS 11.1 and later. This is a problem we have had in previous versions of IOS, and the JSS as well. I've had to restore the iPads to factory to get around this. Is there another way?

We also have the same issue with our iPad mini 2's. Any updates on this? I'm really not keen on wiping their devices.

Don't have anything important to add, other than its happening with our fleet as well. Mix of iPad Mini 2, Air 2s and Gen 5s . Only solution so far is to wipe and start again

Now that 11.2 came out this weekend has anyone tried putting an iPad that was stuck in recovery mode and updating it to 11.2 via iTunes? I have it downloading now and can provide an update once finished. Just curious if anyone has tried that yet?

UPDATE:

• That worked I put the stuck device into Recovery Mode.
• Pushed the update via iTunes
• Made sure the Pending commands were cleared and then sent a new one after to unlock it.

Hey All,

I just update about 10 different devices we have to 11.2 via over air updates and sent them all lost mode commands. I was then able to successfully remove them from lost mode without having to erase them. I also got no failed commands like we use to.

The devices this was tested on were: iPad Air (Gen1), iPad Air 2, iPad mini (4th gen), iPad 5th Gen, iPad Pro 10.5 and 12.5

Hopefully everyone sees these same results. One thing I want to test as well is if we enable lost mode on a device that is not on 11.2 and it goes through, then we send the command from the JSS to force the iOS update if that will go through and if it does then once that is finished can we then disable lost mode. That way we don't have to potentially erase a student device.

Hi all,

Can you share the results of your latest testing? Is it still a problem with iOS 11.2?

thank you,

chris

I plugged the iPad into my MacBook and then opened Apple Configurator 2 and updated it to iOS 11.2. I then sent out the command from the JSS to disable the lost mode. On the screen it said it had updated the position of the iPad and then I was able to get in. Glad to see that this is working again.

Interestingly, I just had this happen on an iPad Air 2 running 10.3.3. We are on JSS 9.101.3, hosted.

I was able to configure Apple Configurator 2 with Organization and Supervision Identity, so gained access to the logs.

biometrickitd[131] <Error>: AssertMacros: err == 0 (value = 0x10000003), file: /BuildRoot/Library/Caches/com.apple.xbs/Sources/Mesa_NonUI/Mesa-424.18/AppleBiometricServices/biometrickitd/BiometricKitXPCServer.m, line: 2542 FindMyDeviceHelperXPCService[236] <Error>: Error disabling TouchID: 268435459

This does sound like the biometric issue even though it is on a device with that capability. However upgrading to iOS 11.2.1 did NOT solve the problem. Submitting ticket to Apple Enterprise now.

chris

We have an ipad air on 11.0.3 and can't get it out of lost mode either. Quite a bad bug...

Supposedly there will be a fix of some sort with a new iOS 11.3 feature, so maybe this will eventually be a bad memory.

Heres what I did to solve the issue without losing data.

Lost mode iPad was found but could not disable lost mode.
Device was rebooted so it lost connection to wifi. Connected device to Ethernet and device started receiving commands. However device was on 11.1. (received error "MDM Lost Mode could not be disabled on this device")
Sent command to update though MDM, waited ~30mins for download and reboot (updated to 11.2.5)
Sent command to disable lost mode again, now it works! no data lost!!!!

I'm having this problem with an Air 2 that is on 11.2.5... I put the iPad into recovery mode and updated to 11.2.6 and tried again, but no luck. The iPad can receive other commands, but is still giving an error when I try to disable lost mode.

I was successful once using the update to latest version of IOS method. But I just tried one in lost mode today, and couldn't even get it to accept an update inventory command, even though it was on wifi, and the last successful inventory update was at 8 this morning. Had to restore the iPad and the student lost some of their data for a project. I'm going to have to print out some acknowledgements for them to sign before their devices get sent the lost mode command. Always get the lost mode failed error in the MDM whether is succeeds or not. Between Apple and Jamf, It's rare that things work as expected.

Sending a Clear Passcode command PRIOR to sending the Enable Lost Mode command is the only way we've found around this. I know there is a product issue related to remote update not working if there is a passcode on the device; this may not be related, but I hope it helps! :)

Just tried lost mode with an iPad Air 2, iOS 11.3.1, and JAMF 10.3.1. Still an issue, I now have a bricked device. JAMF is a useless product from what I can see. No name management, unable to AD bind, VPP doesn't work, now this. All these issues are confirmed and have been around for up to 3 years. Basic functionality of an MDM we assumed HAD to be functional but they aren't. JAMF needs a good class action lawsuit to refund every customer or fix the product so it's in any way usable... Unreal...

It works for me. I got in the habit of sending a clear passcode first but haven't done that for a few weeks. All of the device commands you mentioned work fine here, we don't have any apple computers on JAMF so cant report on them. Give support a call, they are good. I suspect you have multiple issues, all of them can be worked through.

Regards

Graeme

I had one last week in lost mode on IOS 11.2.1. I could not disable lost mode. I was, however, able to remotely push an iOS update and once updated the iPad could be unlocked. This Implies to me that the iOS is the problem....
In addition it had dropped off WiFi, but the Ethernet adapter solution also worked.
This was an Air or Air 2.

Jamf Pro 10.3.1

Guess im lucky... i havent had this issue running 10.3.1 with iPad Air devices on iOS 11+
Out of curiosity, why are you still on 9?