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iOS Update Not Working as Expected?

Joseph Coppola

I have had a very inconsistent and frustrating experience updating iOS on our iPads. I am currently using the Sophos cloud portal. It is hit and misses, but mostly misses. As an example, I was able to successfully update 5 iPads, but 3 others will not. I have tried using task bundles, using actions>show available updates>Install the latest update available. I have tried Compliance Policies that are linked to the devices and set the minimum OS version to the latest and set a transfer task bundle. These devices are all on wifi and are manageable through the Sophos portal in a Supervised mode. I have other iPads in the field that just won't update. I can not provide logs from the iPads since these are restaurants. I just don't understand why this is so wildly inconsistent and quite frankly the iOS update is unusable for me at this point. I need help!



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  • 0

    Hi  

    I definitely understand your pain as you are currently not able to update the iPads. You have followed two different processes in order to update the iOS on the iPad. One is through task bundle and another one is through Compliance policy which will also eventually transfer the bundle to the iPad. 

    Please try below steps on the individual iPads if possible from the Sophos Central and let us know what is the outcome:

    To update the iOS software on a device:

    1. On the menu sidebar, under MANAGE, click Devices.
    2. On the Devices page, click the blue triangle next to the device and then click Show.
    3. On the Show device page, click Actions > Show available updates.
      A list of iOS updates that are available for the device is displayed. Updates labelled Critical are critical security updates as classified by Apple.
    4. To install the latest available update, click Install the latest available update.
  • 0 in reply to Jasmin

    That was already done.

     

    Thanks

  • 0 in reply to Joseph Coppola

    Hi  

    Are you seeing any error when the task fails to update the iOS? Also for testing, if you check on any one of the devices if you are able to manually update it if it is possible?

  • 0 in reply to Shweta

    No errors. All tasks and attempts indicate they have completed successfully. Yes, I am able to update manually, but sort of defeats the purpose of MDM.

  • 0 in reply to Joseph Coppola

    Hi  

    Yes, exactly. We just wanted to confirm whether the manual update is working or not.

    As you are not getting any error message on the Sophos Central after sending task bundles, we need a log from any of the devices to check the issue behind this failure.

    I know, you have already mentioned that logs are not possible but it is the only way to find out the issue.

  • 0

    hi,

    can i ask a few questions 

    do you have any form of ios update delay set on your restrictions policy?

    are the devices of adequate battery level reporting in the smc console?

    on your compliance policy what is the Mandatory OS updates set to?

    Andy

  • 0 in reply to Andrew Mullins

    Do you have any form of ios update delay set on your restrictions policy? - Yes, 2 days.

    Are the devices of adequate battery level reporting in the SMC console? - Yes, all on AC power and 100%

    Compliance policy what is the Mandatory OS updates set to? Do not have one set. None

  • 0 in reply to Joseph Coppola

    thanks for the answers but seems it doesn't help you very much. will keep following and thinking as we have over 2000 ios devices in our console and i need to push updates out soon. previous server version i had no issues updating but not tested on server version 9.0.6.

    DEP does seem to be broke for ios 13.1.2 for server version 9.0.6 and still working with support on that one.

    i asked about the ios update delay as ive found if a delay is set, you can force the update from the console but if there user isnt activly looking for the update it doesnt always update. daft question but the ipad does have enough storage?

  • 0 in reply to Andrew Mullins

    I appreciate you trying. These are all either 64GB or 128GB and no issue with storage. The strange thing as an example, I have 8 iPads in one restaurant. I was able to get 5 to update, the others will not no matter the methods I try. Other locations, same issue. They all are on wifi and manageable through the portal

  • 0 in reply to Joseph Coppola

    hi just a quick question, unsure if you managed to resolve this? the current IOS version of the devices, they are not IOS 11.4.1 are they? i believe there is a bug with the version regarding updating via MDM.

    Andy