It seems that on or about 6 May 25, and for whatever reason, endpoints seem to have stopped communicating with our cloud instance. After pulling logs, and running analytics, I found references to "JWT Null Key error" pertaining to "MDMActionFactory," which seems to mean our cloud instance couldn't sign--well, anything.
Didn't catch it sooner because, and "song as old as time, tale as old as rhyme," ours is very much a Windows-first enterprise--meaning we're forced to install a number of agents upon our managed Mac endpoints--because InfoSec says... So we thought it was that...
Turns out it was both.
This past Friday evening our push proxy cert was renewed, and we pulled the trigger on the 11.17 upgrade... Now, a scripted DDM sync against all managed endpoints runs to completion (it wasn't before these referenced changes), as does a scripted command to cancel all failed commands...
Despite this all policies still indicated a "pending" status... There shouldn't be anything in the way any longer here, but it seems there it.
Question
JWT Null Key Signing Error (MDMActionFactory) -- 11.16
+7
You've successfully addressed a critical "JWT Null Key error" and renewed your push proxy cert, leading to successful DDM syncs and command cancellations. However, policies remain "pending." This likely stems from stale status reporting in your cloud instance, a backlog of pending actions on endpoints or in your MDM's processing queue, or a need for policies to be re-evaluated/re-triggered after the communication restoration. Investigate specific endpoint logs, your MDM console's policy status refresh options, and consider testing with a new, simple policy to isolate the issue.
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