iOS Mass Action Update Failures

Seeing this here also. We sent out the first update command 7 days ago and so far only 42 out of 2300 iPads have updated. 500 of these are K2 iPads that are constantly plugged in to carts with no passcodes. Jamf recommended opening a ticket with Apple, which I have done.

We have discovered that iPads on 12.3 will process the remote update command and update to 12.3.1 and iPads that manage to download the update will install it if we send the command again. Other than that, the issue is frustratingly inconsistent. Sometimes two iPads will be sitting next to each other, both plugged in, both on the same iOS version, both with the case open, and one will process the update command while the other will not.

We are K-12 School as well. We are seeing the same issue as you all mentioned above.

We have iPad Carts plugged in and communicating. We can send out the "Update Inventory" command and they check right in. I send out the Update OS command and they sit there for days.

As with many of you, this is frustrating but like others have said, I am glad I am not the only one.

I'm seeing the same as the rest of you. I created a smart group to show me any student iPad that's not on 12.3.1. When I ran that I had 839 devices not on the most current iOS. I've run the mass update for over a week now and my numbers are only down to 782. Very frustrating when there's no rhyme or reason. All the iPads don't leave the school and end up in cart. I've had no issue with over the air updates before iOS 12, and now it's a crap shoot when and if they will update.

I'm seeing the exact same issue. I've tried wiping all pending and failed commands and sending out a new update command, but that didn't fix it. Most of our iPads are on 12.1.4. Hoping this gets resolved soon!

We are a K-12 school with about 1000 ipads and having this issue too. Why can't we get this resolved????

We are a K-12 school with about 1000 devices as well, and this issue is becoming very frustrating.

Anyone have this error in their logs?
An error occurred while consuming the Apple Software Lookup service

+1 for this issue too Jamf 10.12
Mixture of iOS

+1 leider tritt der Fehler seid 10.9. auf und es wird immer gesagt „mit der nacharten Version klappt es dann“

JAMF Support suggested I contact AppleCare support and report this issue. So I did. You can too... call AppleCare Enterprise support at 1-866-752-7753. Then let your Apple SE know the ticket number so that they can follow up with the engineering team regarding this issue. Hoping this issue gets resolved soon!!!

Does anyone have a test environment to see if an upgrade to 10.13 fixes our issue?

Jamf Pro Release Notes
Version 10.13.0
[PI-006714] Fixed an issue that prevented Jamf Pro from sending the Update iOS Version remote command when sending it as a mass action to mobile devices with iOS 10.2 or earlier.
[PI-006745] Fixed an issue that sometimes prevented Jamf Pro from sending the Update iOS version remote command.

Well, @rzoppi, we'll see what others say but as soon as my test environment booted up on 10.13.0 as soon as I sent the mass update action...they all did exactly that. All of my devices immediately started installing the update. They've just completed successfully. Pretty sweet.

I'm still having mixed results even after updating our environment to 10.13.0. I used one of our campuses as a test, canceled all current pending commands, then deployed the iOS update to around 200 devices. It's been right at 6 hours now, and 150 devices are still showing the "OSUpdateStatus" command completing every 15 minutes.

I currently have a ticket opened with Jamf and Apple for this issue, hoping to hear something back from Apple soon regarding information I sent in to them.

Hey @cstout , for Target Version did you choose a "Specific version" or "Latest version based on device eligibility"?

@nsdjoe I always use latest based on eligibility. I've only ever used "specific version" when troubleshooting issues like this.

@cstout This may not just be limited to iOS devices as I tried to do this for macOS patch 10.14.5 via JAMF's Actions and it did absolutely nothing had to create a policy to update them.

So we will see what JAMF Pro 10.13 brings.

More importantly how is everyone seeing the results or logs of those mass actions?

I wish I could say my results were like that of @cstout , but unfortunately I'm seeing the same thing as @ejculpepper .

We updated to JAMF Pro 10.13.0 this morning. I cleared all pending and failed commands. Selected a device that was on iOS 12.2 and sent the iOS update to "Latest version based on device eligibility." It's been almost 2 hours and I'm still seeing the "OSUpdateStatus" command completing every 15 minutes.

JAMF says it's an Apple issue, so I encourage JAMF Pro users who are experiencing this issue to call AppleCare Enterprise support at 1-866-752-7753 to report it.

Has anyone found a resolution yet?

After working with Apple Enterprise Support, the final answer was that our smart covers were causing the issue. Apparently, an assertion is preventing the update from being applied and restarting the device when the smart cover is closed. It seems to be sporadic which devices are affected though, as we have the same covers on all of our iPads connected in carts and several are updating successfully.

According to Apple, improvements were made in iOS 13 that allow for updates to be installed with the cases closed. At this point, we are holding off on updating our iPads until iOS 13 is released. Sounds like we'll be visiting each cart to update the iPads using AC2.

@ejculpepper - Oh no... not AC2!!! :)

We don't have covers on our cases, so it must be something else for us. I'm going to follow up with our Apple SE today to see if I can get a status update on the issue.

~Joe

Covers.....really? I guess I will have to check that out even though I really don't think so.

@ayork Yeah, I have my doubts as well, especially since some of ours are updating fine even with the smart covers closed on them. That's what was provided to me from Apple based on several sysdiagnose logs I submitted from affected devices though.

Upgrading from 12.x to 12.3.1 isn't a pressing matter for us right now though, so we'll wait for iOS 13 and see what happens.

We do not have any covers, smart or otherwise, on our iPads, so I feel that's a dubious cause to the issue.

As of yesterday, 7/9/19, the Apple tech I had on my case said that their engineers are aware of this issue and that the problem should be resolved with iOS 12.3 so that means we have to physically touch any iPad that will not auto update. I have a call with JAMF today to review some logs just be to sure.

Manually updating to 12.3 was the method that we used as well. Physically touching 2500 iPads was not fun so we are really hoping this is the last time we have to update in this way.