Enrolling iPads to DEP

[talksr]

Hi there,

 

I have got to say, the customer service I have experienced from Apple really is just shocking.

 

Two weeks before our summer holidays, I purchased 16 new iPads from our reseller. I would like to have them added to DEP so that I can configure them correctly through our MDM subscription.

 

My supplier has tried several times to pair our purchase with Apple but has been unable to do so as the customer reference number I am providing him with is not valid. He is unsure what information I need to give him and Apple don't seem to know what information I need to provide him with.

 

Does ANYONE know where I can find the information that my supplier will need in order for them to add my purchases to DEP?

 

Here is the last message my supplier sent me:

We have tried to enrol these devices into DEP using the ID below, the enrolment has failed with the error – Invalid ID. This could be because the customer has given the incorrect ID or that they haven’t whitelisted us in their portal. Please can you contact the customer to confirm.

 

We always seem to have such problems in setting Apple products up. It is really starting to put me off of the brand.

[howartp]

You need to go to your DEP portal (deploy.apple.com) and sign in.

 

At the top right, click on [your name] then Institution Details.

 

Give your reseller your "DEP Customer ID" from there.

 

Also, you need to add your reseller if you haven't already - on the right hand side of this page is a list of your resellers; if they aren't there, click the 'Add reseller/retailer' button.

 

Peter

[talksr]

You need to go to your DEP portal (deploy.apple.com) and sign in.

 

At the top right, click on [your name] then Institution Details.

 

Give your reseller your "DEP Customer ID" from there.

 

Also, you need to add your reseller if you haven't already - on the right hand side of this page is a list of your resellers; if they aren't there, click the 'Add reseller/retailer' button.

 

Peter

 

Peter,

 

Thanks so much for your post.

 

I have gone to the DEP portal but unfortunately, I don't seem to get the options you describe on the right hand top drop down.

 

All I get under my name is:

Send Feedback and Sign out.

 

On the left hand side collumn, all there is under Deployment Programmes is Admins.

 

In the manage admins section, I have two admin vpp accounts:

One for the account I am signed in under and another for my personal email account.

 

There is no option to add a reseller/retailer.

 

Rob

[howartp]

Hi Rob.

 

Something's amiss then.

 

You should have Institution Details on the top right menu, and you should have "Device Enrollment Programme" on the left menu.

 

See pics attached.

 

Is your admin role a "Agent DEP"?

 

Peter

 

 

[talksr]

Hi Rob.

 

Something's amiss then.

 

You should have Institution Details on the top right menu, and you should have "Device Enrollment Programme" on the left menu.

 

See pics attached.

 

Is your admin role a "Agent DEP"?

 

Peter

 

[ATTACH=CONFIG]38411[/ATTACH]

 

[ATTACH=CONFIG]38412[/ATTACH]

 

Peter,

 

Wow, yours is entirely different to mine! I had better send Apple another message. It seems as though something is messed up with mine.

 

Thanks for sharing this.

 

Kind Regards

 

Robert

[PR-UK]

Have you setup DEP very recently?

 

You might have been setup with a https://school.apple.com service instead. Try using this link and signing in with your DEP email and password, if it's been migrated you may see your DEP settings here instead.

[talksr]

Have you setup DEP very recently?

 

You might have been setup with a https://school.apple.com service instead. Try using this link and signing in with your DEP email and password, if it's been migrated you may see your DEP settings here instead.

 

Hi, YES I do have an account on there which has far more info, but I am still unable to find DEP Customer ID or an area to add my reseller.

If I click on my name on the top right, it just shows my Managed Apple ID.

In my MDM servers section of Devices I have one server which is our MDM: Lightspeed Systems.

 

Do you have any idea how I can add and get the nececarry deatils on this new platform?

 

I have emailed Apple for a fourth time today and still no answers. We currently have no land line in the room I am working in and no mobile reception so I can't call and be on computer at same time.

 

Thanks again.

[RLR]

Hi, YES I do have an account on there which has far more info, but I am still unable to find DEP Customer ID or an area to add my reseller.

If I click on my name on the top right, it just shows my Managed Apple ID.

In my MDM servers section of Devices I have one server which is our MDM: Lightspeed Systems.

 

Do you have any idea how I can add and get the nececarry deatils on this new platform?

 

I have emailed Apple for a fourth time today and still no answers. We currently have no land line in the room I am working in and no mobile reception so I can't call and be on computer at same time.

 

Thanks again.

 

Login to https://school.apple.com/ - at the top left you'll see your schools name with a down arrow. Click this arrow to bring up a menu with your School name again. Click the ⓘ button to load your school information. Click the third tab called "Device Purchases". Scroll to the bottom and you'll see your DEP number.

 

Edit: Top LEFT not right.

Edited August 23, 2016 by RLR

[talksr]

Login to https://school.apple.com/ - at the top left you'll see your schools name with a down arrow. Click this arrow to bring up a menu with your School name again. Click the ⓘ button to load your school information. Click the third tab called "Device Purchases". Scroll to the bottom and you'll see your DEP number.

 

Edit: Top LEFT not right.

 

Thanks, Apple got back to me with almost the same but they said top Right which threw me. I finally have what I need, have submitted to our supplier. Let's see what happens. Thanks again for your help.

 

Note for any prospective Apple iPad purchasers, buy these well in advance of when you intend on using them as Apple can take a VERY long time to get back to you with answers which will make you doubt if they know their own systems.

[thebyronic]

Thanks, Apple got back to me with almost the same but they said top Right which threw me. I finally have what I need, have submitted to our supplier. Let's see what happens. Thanks again for your help.

 

Note for any prospective Apple iPad purchasers, buy these well in advance of when you intend on using them as Apple can take a VERY long time to get back to you with answers which will make you doubt if they know their own systems.

 

See now I have found that apple support are quite responsive. I am doing the same thing this summer, preparing iPads through the DEP. Had a few issues, rang support and asked to speak to enterprise support, get through and they deal with me there and then. If they are unable to resolve the issue, they ring me back or email me, never taken them 2 weeks.

I even had an issue with their FTP portal when trying to bulk upload managed Apple IDs.

They had to escalate it to an engineer. Within 2 days it was fixed.

 

I see a lot of people on here posting about Apple deployment issues, and as Apple don't seem to provide much in the way of online guides / support, I'm thinking of writing something based on what I'm using (Apple School Manager (DEP) and Meraki).

 

Have to say though, their VPP support for apps and purchases is really crap and unhelpful!

 

:-)

Edited August 24, 2016 by thebyronic

[talksr]

See now I have found that apple support are quite responsive. I am doing the same thing this summer, preparing iPads through the DEP. Had a few issues, rang support and asked to speak to enterprise support, get through and they deal with me there and then. If they are unable to resolve the issue, they ring me back or email me, never taken them 2 weeks.

I even had an issue with their FTP portal when trying to bulk upload managed Apple IDs.

They had to escalate it to an engineer. Within 2 days it was fixed.

 

I see a lot of people on here posting about Apple deployment issues, and as Apple don't seem to provide much in the way of online guides / support, I'm thinking of writing something based on what I'm using (Apple School Manager (DEP) and Meraki).

 

Have to say though, their VPP support for apps and purchases is really crap and unhelpful!

 

:-)

 

Email support has not been satisfactory at all and as you have pointed out, there are sparse online guides/support.

We have been having our telephone systems re-done and there is no mobile reception so unfortunately, I have not experienced their telephone support, but their email support has been pretty awful. Support representatives seeming not to understand their products and systems - has been far more of a headache than I would have liked.

 

If you got the time, I think users on the forum would very much appreciate it.

[Brimstone]

Email support has not been satisfactory at all and as you have pointed out, there are sparse online guides/support.

We have been having our telephone systems re-done and there is no mobile reception so unfortunately, I have not experienced their telephone support, but their email support has been pretty awful. Support representatives seeming not to understand their products and systems - has been far more of a headache than I would have liked.

 

If you got the time, I think users on the forum would very much appreciate it.

 

Why on earth would you be stuck with Apple's support?

Surely your reseller should be supporting you with this. I am continually amazed at people on here who buy iPads and then don't go back to the reseller for help or support, that is of course unless the "so called" reseller knows anything whatsoever about configuration of your MDM or Apple School Manager portal. A good ASE reseller will know far more about your particular infrastructure than Apple would.

 

For the record there are plenty of online guides and resources, and again a good ASE reseller would point you to these in a flash.....

 

https://help.apple.com/schoolmanager/#/

http://help.apple.com/deployment/edu/1-1/?CID=mkts-EDU-8Elements-8Elements-item19#/ior0b3eda77a

https://help.apple.com/deployment/business/

https://support.apple.com/en-gb/HT206590