Lightspeed profiles disappearing from iPads

[mitchell1981]

Today we've had multiple students come to the office with their iPads where all the apps have disappeared. On closer inspection this is because the Lightspeed MDM profile has disappeared from the iPad. Students can't remove them.

 

The devices still show up in the Lightspeed MDM, but they are no longer updating, or syncing. We can't work out why they would have suddenly lost the profile and Lightspeed support didn't know either.

 

They are all on DEP and that part seems to be working correctly. Some are on IOS 11 and some on older versions so it isn't related to that.

 

Is this affecting anyone else? Looks like it's going to be a big job to call all the affected devices back in and manually re-enroll them.

[SchoolsBroadband]

It's been a while since I used MDM on ipads but wasn't it a feature of IOS that profiles could be removed by anyone? i.e. you couldn't lock it down so profiles couldn't be removed?

 

Dave

[Primus]

No, iPads in DEP cannot have their profile removed by the user - only through the MDM console.

[Brimstone]

This could be related to a config error in Lightspeed has someone edited the profiles.....?

 

If the devices are all in DEP then why would you want to call them all back and reenroll? Just get users to factory reset them themselves?

[Brimstone]

No, iPads in DEP cannot have their profile removed by the user - only through the MDM console.

You still have to ensure a MDM like Lightspeed has the restriction to remove profiles turned on....

[mitchell1981]

They definitely can't remove the profiles. We really aren't sure what has happened. It seems that the problem isn't getting any worse though.

 

We wanted to avoid getting them all to fully reset them as it would cause problems with them getting all their stuff back if they haven't backed them up properly.

 

What we have done is put our enrollment URL on the screens around the school and told them to put it in to Safari if they are having problems. Seems to be working as a lot of them have now re-enrolled.

[FWBD]

Could it be down to users resetting the settings/network settings on the device? I've disabled being able to factory reset on mine through Lightspeed but the option still shows to reset iPad settings and network settings.