iPad signing in and out of iTunes issue

[calexismedia]

Hi,

 

We are having an issue with some of the iPads in schools. We use Smoothwall and Sophos and a proxy.pac file.

 

The issue we are having is that some of the iPads are unable to download apps, I have worked it out that it is due to a problem signing in and out of iTunes but I can't figure out why.

 

If I have an iPad and go to settings iTunes and it is greyed out I know it will not allow me to download any apps, in some cases as soon as I click on the iTunes tab the iPad freezes in that screen.

 

This is happening with iPads that have been through configurator, iTunes or set up manually (using iTunes to authenticate as we cannot do it through smoothwall)

 

The strange thing is if I take an iPad home and set it up or connect to iTunes it can then work when I take it back into the school. If I use my iPhone in the school it also works.

 

It seems to be something to do with the initial connecting to apple to certify/verify the iTunes account once that is done it seems fine.

 

I am just wondering if anybody has any idea why this would be happening? I can provide any further information if I have left anything out that might help.

 

Thank you

 

Carl

[Brimstone]

You are talking here about using iTunes on the iPad...? And then using iTunes to Authenticate?

 

Are you talking about Apple ID's?

[calexismedia]

You are talking here about using iTunes on the iPad...? And then using iTunes to Authenticate?

 

Are you talking about Apple ID's?

 

Sorry what I mean is the iTunes account not iTunes. So yes Apple ID's seems to be the problem.

 

I am unable to sign into the iPad using Apple ID's In some cases the sign in options are greyed out and in others where it does allow to sign in it takes the username and password but just hangs there and does nothing at all.

 

When they are in that state it will not allow me to download any apps at all.

 

Thank you for getting back to me

[Brimstone]

So....

 

The reason some iPads have the sign in areas greyed out is either;

 

You have unticked "allow account modification" in configurator when creating a profile, for some iPads, or

You have ticked "Don't allow account changes" in restrictions on some iPads.

 

Ensure you not using a VPP Apple ID, this should only be used when purchasing apps in volume via the VPP store.

 

If, when signing into an iPad you can't access the app store then your Smoothwall or WiFi is blocking access to this port on your network and also blocking activation which is why you can activate an iPad from home then use this in school.

 

Speak to your Smoothwall people, these are the ports used by Apple's services for APN...

 

https://support.apple.com/en-us/HT203609

[calexismedia]

Thanks I suspected it might have been the configurator settings so I deleted all the profiles and was still the same, and knowing how Apple works I obtained a brand new iPad and stayed away from configurator with it but was still unable to sign in, although it wasn't greyed out. I will ammend the configurator settings in the existing ones as I have set it to not allow modifications.

 

I can always access the app store but because there is no Apple ID or it will not accept it it will not allow me to download any apps.

 

I think it is as you say either the Smoothwall or Wifi is blocking it. Though on the Apple mac's which are WiFI I can download apps.

 

Thank you again for your help I will look into our network rather than concentrate on the iPads.