Troubleshooting Inactive Device Status

When a device fails to check in to Jamf School after a period of time, the device will be marked as inactive. To view the device's status, navigate to Devices > Devices in the sidebar and click on the device.

You can configure how long after a device checks in that it is marked as inactive in Jamf School by navigating to Organization > Settings > General > Device Management. After the device checks in, it should be marked as active again. If the device checks in and is still marked as inactive, you can try the following resolutions to fix the device status.

Resolutions

When a device is marked as inactive in Jamf School even after checking in, usually the device is not properly connected to the network. To determine if the network connection is the problem, navigate to Settings and enable and disable Airplane Mode. If the problem persists, the Wi-Fi password may be prevented from transmitting to the network because the keychain is locked. To resolve this issue, do the following:

  1. On the device, enter the device passcode.

  2. Navigate to Settings and enable and disable Airplane Mode.

  3. Check the network connection.

  4. If the device is connected to the network, check the device's status in Jamf School to see if it is active by navigating to Devices > Devices in the sidebar and clicking on the device.

If the device is still marked as inactive, you can tether the device to a Mac and share its connection. For more information, see Share the internet connection on Mac with other network users in Apple's macOS User Guide.

If these steps did not resolve the problem, create a support ticket in Jamf School. For more information, see Creating a Support Ticket.

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