OT: recovering redemption codes from dead, supervised ipads

[Sandy]

Hi All
Can someone tell me the process required to recover redemption codes
if you have a supervised, dead iPad that is going in to Apple for repair/replacement?
I suspect it's "CALL APPLE" and if so, how painful is it, how long is the wait, do they give you trouble?
Or is there another method, like an online form or anything?
Thanks!
Sandy

[Hobbs155]

Are you using the VPP?

[Sandy]

Yes, apps are all purchased through VPP, but so far still syncing to iTunes. I use configurator for some tasks but this spring will start piloting supervised devices on a limited basis.

I know I need a code for each paid app for each device on each sync node, which will take a bit of work due to how the codes were batched when purchased. Additional codes may need to be purchased.
Thinking through that and wondering about recovering codes since we have a steady stream of devices being repair/ replaced by apple. I know that I can recover codes by unsupervising, but what happens when the device is stone dead?
Thanks! Sandy

[JPDyson]

I don't quite follow what you're asking - a code is "burned" once you've redeemed it. That app now belongs to the AppleID with which it was redeemed. Why would you need to "recover" anything? If that AppleID now owns that app, it can be downloaded again by that AppleID.

Unless, of course, you're having people use their own AppleID's for apps you intend to own as an organization. Don't do that!

[Sandy]

From Apple Configurator KBB http://support.apple.com/kb/ht5188

"If you use Apple Configurator to remove a redeemed VPP app from a supervised device, Apple Configurator marks the corresponding redemption code as available. It can be reassigned to a different device supervised by this copy of Apple Configurator for this Mac only. It is not available for redemption by other Macs or iOS devices.

If you unsupervise a supervised device, all apps will be removed from the device and the redemption codes used to install those apps will be marked available for reassignment. If you simply remove a device record from Apple Configurator, the redemption codes for any apps on that device will not be available for reassignment."

So all the above works, unless the supervised device is dead, and being shipped to Apple for replacement. In this case, the code cannot be marked as available for reassignment, to be put on the replacement iPad, because the dead device cannot be unsupervised.
I have heard that Apple can make the magic happen at their end, and am wondering if anyone has actually done this, and what it's like (see my original question)

Otherwise I have to factor in spare codes...

[Sandy]

nobody?

[JPDyson]

I see your dilemma; I don't use Supervised, so pardon my ignorance. That being said, if you DID use per-device AppleID's, you'd not have this problem...

It seems to me that this is an Apple question, so as a part of your open case with Apple, I'd request the very thing you just have directly to them. "Hey, y'all - I'm sending you a broken iPad that I had in Supervised mode and I need them codes freed up. Hook it up!"

[FastGM3]

Hi Sandy,

We haven't had this happen YET, but i too would be wanting to know as it's bound to happen sooner or later. My best guess and first approach would be to report the serial number to your voucher contact. Perhaps they could free up that one serial number, then you could download a new copy of Volume Purchase codes for that app, then import the updated spreadsheet into Configurator.

Our voucher contact is pretty quick to respond.

Good luck, please post your solution.

Thanks,
Chuck

[Nick_Gooch · Accepted solution]

For us VPP Support just issues new codes to replace the "lost" codes. Just email vpp_edu@apple.com explain the situation with serial numbers as well what codes were lost. It has been a couple months since we've lost one so things may have changed since then.

[Sandy]

Thanks, Nick!
Sandy

[Michael_Meyers]

Yep, happened to us. Just contact Apple and give them the Order # from the original spreadsheet, App name, and quantity. If it happens a lot, they can get a bit pissy about it, wanting to trouble shoot your sync station. Let them know it's a dead iPad and give them the repair number for the unit. That shuts 'em up. It sometimes takes a few days to get new codes.

Mike