Apple Configurator "Unable to find supervision identity for organization"

[StevieM]

Oh, where to start with this one...

 

I'm trying to restore supervised iPads with expired Device Identity Certificates using Apple Configurator 2, but it shows an error message:

 

Unable to find the supervision identity for the organization “$school”.

Repair or delete the organization in the Organization preferences. Connected device features will be disabled.

 

When I goes to Preferences - Organizations, it shows the correct name, Apple ID and school contact details, along with another yellow triangle warning:

 

The private key for this organization’s identity is no longer in the Keychain. If this organization was used to supervise a device, you will need to add the private key for this identity to your keychain.

 

I haven't removed anything from the Keychain; I wouldn't know how to. Nor do I know how to add the private key for the identity.

 

Any ideas, anyone? I really haven't got a clue when it comes to Apple. How I managed to get them all working in the first place is a miracle!

[Brimstone]

"Make some screen shots from the expired certificate, export it (backup) and delete it with the Keychain Access App, you can find this from the Finder by going to Go>Utilites>Keychain Access

 

1) Apple Configurator will create a new certificate at the next app start. Validity again for one year."

The Keychain certificates are named:

Apple Configurator - public key

Apple Configurator - private key

Steps:

Quit Configurator if running.

From Keychain Access export both certificates to the Desktop.

Delete the 2 certificates from Keychain Access.

Restart Configurator - this should generate 2 new, valid certificates.

If this works then the backup of the old certificates can be deleted.

[StevieM]

Thanks, @Brimstone. I've read that before, but the organization certificate hasn't expired - it is simply 'no longer in the Keychain'.

 

When I try to 'Export Organization', it asks me to set a password, but when I click save it gives the error:

The specified item is no longer valid. It may have been deleted from the keychain.

The same message appears when I try to 'Export Supervision Identity'

 

EDIT: Ignore the above! I'll read your post fully before replying next time! I'll try the steps you gave and then let you know what happens.

Edited April 25, 2019 by StevieM

[phbranson]

I have been having many issues with iPads using the Apple Configurator 2. Mainly because it was updated from Apple Configurator 1 and carried across a whole heap of profile stuff that is no longer supported in Configurator 2.

 

My advice, if you have not done so already is contact the Apple help line on 0800 107 6285 and explain to them that you are using Apple Configurator 2 and they will put you through to the Enterprise Support Team. Doing this does not seem to incur any charges from Apple as Configurator 2 is considered as an "Enterpirse" piece of software.

 

This is at least another avenue of support that you might consider for the wretched Configurator 2!

[StevieM]

OK. I opened Keychain Access but there is only one Apple Configurator 2 certificate, which is linked to the Private Key and shows an expiration date of 24 Jan 2038! I've exported this to the desktop.

 

The public key doesn't actually show any certificates, though. When I try to export the public key itself, the file format is Privacy Enhanced Mail (.pem) and I am asked for my username and password. Even though I have entered the credentials correctly, it shows:

An error has occurred. Unable to export an item.You failed to provide the necessary administrator authorization.

Should I delete both keys anyway and just hope for the best?

[StevieM]

@phbranson - I've found Apple Enterprise Support to be pretty useless in the past, so I'd rather ask the experts on EduGeek first. If all else fails, I'll give them a call as a last resort. Thanks for posting the number, though.

[phbranson]

No problem... and was only ever meant to be a last resort call if you did not find another solution.

[StevieM]

I managed to fix the issue... by accidentally deleting the organization (sic) from Preferences. I've now managed to restore one iPad to factory settings. I'm currently unable to download the configuration profile, though, but I think that's an LEA firewall thing.

[radintx]

That worked: "Deleting the organization from Preferences". Thanks for the tip. Issue occurred after a user got some Mac updates today.