There are a few variables that may cause the Robot Cloud installer to fail during enrollment. In most cases the cause is environmental, meaning there is something network related prohibiting the enrollment from completing. In other cases, it could be due to a preexisting application or configuration on the workstation. Use this document to help determine the cause of the failure.
If you are using the Robot Cloud installer for the first time in a new environment, please contact us with the desired name and static IP of the location.
Sometimes the installer will produce a warning but compensates and succeed despite the warning. Run the two commands below in Terminal to confirm everything is working.
sudo jamf manage
sudo jamf recon
If both commands succeed and complete without error then no additional troubleshooting is required. If enrollment fails on multiple workstations, but the above commands still work, there may still be a network or workstation configuration issue that should be addressed.
If either of the commands above fail, check your Network (see below) or try uninstalling Robot Cloud and attempt to run the installer again.
Check Your Network
As a cloud service, there are certain ports that must be open in each environment for Robot Cloud to work properly. A firewall or software proxy can interfere with communication, causing an enrollment failure. Launch Terminal and test connectivity using the command line instructions below.
telnet m.robotcloud.net 443
telnet gateway.sandbox.push.apple.com 2195
telnet gateway.sandbox.push.apple.com 2196
telnet gateway.push.apple.com 5223 (for this, if it is open, you will get "Connection Refused" since telnet inquires are turned off).
telnet d3ee49752kqxh6.cloudfront.net 443
You will receive one of two responses (see below). If you find that any of these ports are closed then firewall or proxy changes will need to be made before enrollment can continue.
- If you receive the response "Escape character is '^]'", the port is open.
- If you receive the response "Unable to connect to remote host", the port is closed.
SPECIAL NOTE: No Apple IPs should be blocked. Outbound communication with 188.8.131.52/8 should be allowed for all devices.
Attempt a Manual Enrollment
If the functionality checks failed, the network ports are confirmed open, and a fresh uninstall/reinstall did not solve the problem, then it's time to attempt a manual enrollment using Terminal. Run this command:
sudo jamf enroll -prompt -verbose | tee -a /Users/Shared/enrollment.log
You will be prompted for an enrollment username and password, as well as the SSH username and password for a local user on the workstation.
JSS Username: enroll
JSS Password: enroll
SSH Username: (check System Preferences > Sharing to see what accounts are authorized for Remote Login)
SSH Password: (type in the password of the authorized account)
This process will attempt to enroll the workstation and provide verbose output to the Terminal window and a local enrollment.log file in the Users > Shared folder. If the failure is identified, but the solution is not apparent, please contact us and send us a copy of the enrollment.log for audit.