MDM devices not connecting to server; verify APNs certificate validity
Hello Apple Support,
We are currently experiencing an issue with approximately 10–11 iPads enrolled in our MDM environment. These affected iPads have not checked in with the MDM server since around April, and MDM commands are not reaching these devices.
Our MDM support team investigated the issue and identified a mismatch between the MDM Topic of the affected iPads and the APNs Certificate UID/Token ID.
They provided us with the following details:
iPad MDM Topic:
943e939b-e944-4368-8c46-c52769b57d08
APNs Certificate UID:
960b516f-8278-46aa-a6f1-e98e814959aa
APNs Certificate CN:
960b516f-8278-46aa-a6f1-e98e814959aa
According to our MDM support team, this mismatch may be preventing MDM commands from reaching the affected iPads.
They have specifically recommended that we contact Apple Support to confirm whether there is any issue with the MDM identity associated with these devices/APNs configuration.
Could you please investigate and confirm:
- Whether the MDM Topic shown above is correctly associated with our MDM/APNs configuration.
- Whether the APNs Certificate UID/Token ID shown above is valid and correctly associated with the MDM identity.
- Whether Apple sees any issue on the APNs side that could be preventing the affected iPads from communicating with our MDM server.
- Whether the MDM identity or APNs configuration needs to be renewed, corrected, or otherwise updated.
- Whether there is anything we need to do on the Apple side to restore MDM communication with these devices.
Our MDM support team has also suggested resetting and re-enrolling the affected iPads as a possible solution. However, before doing that, they have asked us to confirm with Apple Support whether there is an underlying issue with the MDM identity/APNs configuration.
We can provide the affected iPad serial numbers, device details, MDM logs, screenshots, or any other information required for your investigation.
Could you please review this issue and provide us with your findings and recommended next steps?
Thank you for your assistance.
