Hi everyone,
I'm running an Apple MDM service and encountering an issue where a number of devices stop receiving MDM push commands within 10 days of profile installation, even though everything appears to be set up correctly.
Environment:
- MDM profile is installed and verified (status: OK, result: SUCCESS)
- Devices are cellular-enabled with no connectivity issues
- APNs certificate is valid (thousands of other devices are communicating normally)
- The command being sent to devices is
DeviceInformationCommand - No "NotNow" response or any check-in received from the affected devices for over a week
Issue:
We send DeviceInformationCommand to devices to retrieve device information and update the last communication timestamp. However, a subset of devices simply stop responding to this command within 10 days of profile installation. The last communication date is not being updated, and no response — not even a "NotNow" — is coming back from these devices.
Since other devices on the same MDM setup are working fine, I've ruled out APNs certificate expiration and general server-side issues.
Questions:
- Are there any known management points or configuration settings that could cause a device to silently stop receiving
DeviceInformationCommandshortly after enrollment? - What diagnostic steps would you recommend to identify the root cause on the device or server side?
- Are there any known bugs or reported issues related to this behavior in recent iOS versions?
- Is there any way to recover the MDM communication without requiring the user to re-enroll?
Any insights or suggestions would be greatly appreciated. Thank you!