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Apple Classroom - Students able to deny call

We're a school using Apple School Manager, and have set up our classes through ASM. Our students are using school-owned 1-to-1 devices that remain on premises, and teachers use school-owned 1-to-1 devices but can take them off-campus.


At the beginning of the year, everything seemed to be working fine - teachers could view all the students in their Class and interact with them directly.


At some point in the last couple months, when the teachers attempt to view their class, the students will be listed as "Offline" until the teacher attempts to "Connect", which then rings on the student iPad, and gives the student an option to "Accept" or "Deny" - and this needs to be repeated every hour or so.


The student iPads, in the "Classroom" blade in the Settings app, also see options for "Remote Attendance Timeout" and "Remote Attendance Notification" - options which weren't there earlier in the year, and which one of our sister schools has confirmed do not appear for them.


We've confirmed that the teachers and students have Bluetooth turned on, are connected to the exact same Wireless AP, and are on the same vLan and subnet. Our firewall has access to all apple services (17.0.0.0/8) enabled for these devices, without any SSL inspection. Configurations are pushed out using JAMf Pro, if that has any bearing on the issue.


Can anyone shed light on why this has changed, what has actually changed, and what we can do to get it back to the way it was earlier in the year, where students are just automatically present in the class, without being prompted to "Allow" or "Deny"?


I've seen multiple posts here with similar issues, but none of them seem to have any actual information or solutions.

iPad, iPadOS 16

Posted on Oct 24, 2023 9:41 PM

Reply
2 replies

Oct 25, 2023 4:56 PM in response to DanDoecke

Hi DanDoecke,


We appreciate you reaching out to us.

Because of the nature of this issue, we recommend that you reach out to your school's IT team.

If you are part of the IT team, the support link below contains some helpful IT resources.

Education - Official Apple Support


If you need further assistance, please reach out to us using the support link below so we can take a closer look into the issue.

Get Support




Take care!


Oct 25, 2023 5:31 PM in response to kamote0628

Hi Kamote,


Yes, I am the school's IT team.


Unfortunately, the link provided only gives overview-level information about Apple School Manager, brief "how to add" information on Apple Classroom, and absolutely nothing about Apple Classroom troubleshooting or how to prevent students refusing the connection.


I've attempted your "Get Support" link, and it only seems to provide the ability to lodge a support request about selected apple products (though i did notice it changes which products, depending on which login I've used) - none of which is Apple Classroom. Or should I lodge it under "AppStore", "iCloud", or something?


Any further advise is valued.

Apple Classroom - Students able to deny call

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