Some users not reaching JSS

[ops]

New to Casper. Finished enrolment today, everyone is onboard!

However, I noticed while doing this that I have four users who refuse to connect. At first when enrolling, the quick add package would fail and report that they could not reach the JSS. [EDIT 18/JUN/14] Punching the IP into a browser from a problem machine does not work. Pinging the machine reports the host is down.[/EDIT]

I found that by disconnecting their primary internet service and enabling the secondary they could connect. What I mean is, I would unplug an ethernet user and connect them to wifi. Or I would disconnect a wifi user and hook up the ethernet cable. Bingo, JSS connection established.

While this works, I can't expect my users to do this every 15 minutes. Furthermore, some resources are only available on our wired network. I need to be able to connect them up regardless of their connection preference. Any idea why they wouldn't be able to connect? Steps to try?

Thanks,
Jason

As an aside, Casper is too cool. Having a blast configuring this thing and getting everyone up and running. Love it!

[were_wulff]

@ops][/url

I did some quick searching and didn’t find anything related to this specific behavior, so I don’t have an easy answer here.

The best route to take would be getting in touch with your Technical Account Manager so he can dig into it further with you directly than we can on the forums here.

You can reach him by either giving him a direct call, sending an e-mail to support@jamfsoftware.com (it will be routed to his case queue), by using the My Support section of JAMF Nation, or by giving our general support line a call and asking for him.

I’ve also made him aware of this thread and asked that he reach out to you, but there’s no need to wait for that if you’d rather get the case started on your own.

There are a couple of things we’d want to take a look at, and if the files are under 10MB they can be attached to the case e-mail when you send it.

From the server:

- The JAMFSoftwareServer.log.

Mac Server - /Library/JSS/logs
Windows Server - Program FilesJSSlogs
Linux Server - /usr/local/jss/logs

From one of the affected clients:

- jamf.log (/private/var/log) - system.log (/private/var/log)

Having these files will help troubleshoot further as it will give us an idea of what the JSS thinks is happening vs. what the JAMF binary thinks is happening vs. what the OS thinks is happening.

If you happen to recall an approximate date/time that it last happened, that will be helpful for looking through the log files as well.

If, zipped up, the files are over 10MB in size, please let your TAM know and they can send instructions for using our file transfer service. Files over 10MB get rejected by our mail server, so we’ll need to use that if the log files are large.

Thanks!
Amanda Wulff
JAMF Software Support

[ops]

Spoke to JAMF Support. After checking out a few things we managed to solve this issue by going over the DNS settings on the machines. Thanks JAMF!