Dear Jamf Team,

We are an IT service provider managing multiple Jamf Pro Cloud Instances for our clients. Over the past few weeks, we have encountered significant technical issues that have disrupted our services and negatively impacted our client relationships. Below is a detailed description of the problems we faced:

Technical Issues Encountered:

• Previously uploaded and functional packages suddenly became unavailable. Within the Jamf Pro Web Interface, these packages displayed a status of "Availability pending."
• Client-Side Errors: "Error: Package was not successfully downloaded. 500", "Error: Package-2.1.1.pkg is not available on the HTTP server."
• Server-Side Errors: Unable to get download URL from JCDS 2. Falling back to JCDS 1.x. org.springframework.web.client.HttpClientErrorException$NotFound: 404 Not Found: "Not Found"

Possible Cause and Support Interaction:

• We suspect these issues stem from an infrastructure change implemented by Jamf in mid-December.
• We contacted Jamf Support and attempted the recommended solutions. Unfortunately, this did not resolve our issues.

Impact and Manual Remediation:

• We manually reviewed hundreds of packages, re-uploaded broken packages and reassigned them to their respective policies. This labor-intensive process has resulted in significant time and financial losses.
• Additionally, the enrollment routines for a new client commencing in December failed due to these package issues, severely damaging the trust in both our and Jamf’s capabilities and reliability.

In light of these challenges, we need a statement from Jamf clarifying:

• The root cause of these technical issues.
• Confirmation of the problem's resolution.
• Assurance of the stability and reliability of previously and newly uploaded packages.

This statement is critical for us to begin repairing our customer relationships and to maintain confidence in Jamf’s services. We appreciate your prompt attention to this matter.

Sincerely,

Jeremias / jemix