MDM Enrollment Failure

[Kevin]

OK, the enrollments are not really failing. The users are stopping in the middle of the process. Once they finish installing the root certificate, they are taken to the "Install your MDM Profile" screen. This screen looks so much like the initial install screen, they think the process is starting over. They exit out and believe they are finished. Of source they aren't and in the JSS their status shows "Requested Certificate."

The first time this happened in a very small pilot group, I thought it was an anomaly. I expanded the pilot group today to about 20 users. I have a failure rate of 60% stopping at this point in the process. I would write it off as non-tech users but this pilot group for MDM is our IT SUPPORT STAFF!

I sent them all an email before they got their invitation with step-by-step instructions. Yeah, they read those…

OK, is anyone else seeing this?

Suggestions?

[Kevin]

Anyone?

[FastGM3]

Yes, it's happened to a few in our IT department as well. If they would just pay attention and follow through it would work just fine, because it does work. So, then when had to create a 4 page document with pretty pictures and steps, that seemed to do the trick.

We're a pretty good size district. So if our own department couldn't do this what's the staff at our school sites going to do? fail, fail fail

There's a lot of gotcha's for us in MDM using Casper. So many that a few sites are resisting it's use altogether. However give that site another month or two and about 200 more iPads and I have a feeling they be crawling back for help.

[Kevin]

I wonder (out loud) if the "Done" button after the certificate installation could be changed to "Next." Then, if the initial screen in the profile installation was noticeably different from the initial screen in the certificate installation, it might have a higher success rate…

[mm2270]

I dunno. I think the screens are sufficiently different enough in my opinion. The screenshot is different, the text at top where it states "Installing MDM Profile" or whatever it says, are different from the previous installing root cert screen. If people aren't really looking close enough, I'm not sure how that could be effectively solved. Maybe instead of step by step instructions, send them something that simply states, keep going until you see the enrollment complete page (sorry, don't recall the exact wording it displays now)
As far as that "Done" button, its a good idea, but JAMF has no control over that. That's a built in iOS Install Profile function developed and controlled by Apple. Any wording or imagery that shows up during the actual installation process is out of their hands.