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Profiles are not deleting when a device changes networks

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Profiles are not deleting when a device changes networks

 

 

On the phone with support currently about a fairly significant issue. 

 

Today I was moving some iPads between networks and right now profiles from the previous network are being kept when the iPad moves to another network. 

 

Support is now claiming that this is expected behavior and has always been this way. I have used this product for almost 6 years and never in those 6 years have profiles stayed on the iPad when I have moved them between networks. 

 

This is brand new behavior that was not occurring last friday. Is anyone else seeing anything like this?

 

vassallon_0-1592860279061.png

 

All of these profiles are from the previous network and up until last Friday would have deleted after changing to the new network.

 

@Noah_Salzman 

 

 

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21 REPLIES 21
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Re: Profiles are not deleting when a device changes networks

@vassallon  Agree profiles should not remain on a device. I'll do some quick testing on a spare device and report back. 

Meraki CMNO, Ruckus WISE, Sonicwall CSSA, Allied Telesis CASE & CAI
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Re: Profiles are not deleting when a device changes networks

@BlakeRichardson 

 

Please and thank you very much for checking. If this new behavior is expected than Meraki SM has become worthless to me.

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Re: Profiles are not deleting when a device changes networks

Ok I have just changed one of our iPads and the old profiles i.e. seperate wifi, settings and wallpaper profiles have been removed and replaced with the new profiles. Its working for me as expected.

 

I would ask to have your case escalated, could well be a support person that isn't familiar with SM.

Meraki CMNO, Ruckus WISE, Sonicwall CSSA, Allied Telesis CASE & CAI
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Re: Profiles are not deleting when a device changes networks

@BlakeRichardson 

 

What iOS version do you have on this iPad? The iPads I am using are iOS 13.5.1.

 

 

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Re: Profiles are not deleting when a device changes networks

@vassallon  13.31, I can update the OS and try again. 

Meraki CMNO, Ruckus WISE, Sonicwall CSSA, Allied Telesis CASE & CAI
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Re: Profiles are not deleting when a device changes networks

The two I have tested are both 13.5 and 13.5.1. Let me see if I've got anything older as well.

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Re: Profiles are not deleting when a device changes networks

I found an iPad running iOS 13.4.1 in my stack that were being repaired and it's having the same issue. Perhaps it is maybe something specific to a profile not removing correctly. 

 

@BlakeRichardson 

 

Can you try bouncing the iPads around to several different networks and seeing if you can get the profile updating to break?

 

 

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Re: Profiles are not deleting when a device changes networks

In digging into things I can see that profiles were updating correctly on 6/17 but not on 6/19.

 

Some change was made in that timeframe, I also remember there being an option for update management profile, under the command window, which has disappeared.

 

vassallon_0-1592867398334.png

 

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Re: Profiles are not deleting when a device changes networks

@vassallon I've update the device, moved it from one SM network to another and I am also finding the device is holding onto old profiles.. Sorry I misread your inital post and so my first testing was only checking device tagging not moving between networks.

 

So yes I am having the same issue as you and the "refresh profiles list" doesn't seem to remove old profiles.

Meraki CMNO, Ruckus WISE, Sonicwall CSSA, Allied Telesis CASE & CAI
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Re: Profiles are not deleting when a device changes networks

@BlakeRichardson 

 

And to confirm, this isn't the behavior you saw before when a device changed networks in the past. It would remove the profiles and update to just the profiles for the new network, correct?

 

@Noah_Salzman 

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Re: Profiles are not deleting when a device changes networks

@vassallon  I have even disabled the old profiles so there is no scope for them at all, the dashboard reports the profile is out of date but refreshing them still wont remove them. I think you have uncovered a bit of a design floor, whether its an Apple or Meraki flaw who knows. 

Meraki CMNO, Ruckus WISE, Sonicwall CSSA, Allied Telesis CASE & CAI
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Meraki Employee

Re: Profiles are not deleting when a device changes networks

Hey Vassalon,

This is not an area I am intimately familiar with, however, my understanding is that the behavior you are seeing is NOT new. Are you sure you didn't previously de-scope devices before moving them?

With regard to the the Refresh Management Profile menu option: it has been temporarily disabled as it was causing an entirely separate problem. We hope to restore it soon.

--Noah--
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Re: Profiles are not deleting when a device changes networks

@Noah_Salzman 

 

I have never had to unscope devices when moving them. As @BlakeRichardson mentioned, even with setting no profiles available to the device the profiles are not being removed.

 

I wonder if that is what knocked the Management Profile off of some of my iPads.

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Re: Profiles are not deleting when a device changes networks

@Noah_Salzman 

 

I just tested this myself and it is not working.

 

vassallon_0-1592920259729.png

 

So the profile should not be being applied to any of the iPads in the network but when I check the iPad profiles:

 

vassallon_1-1592920455277.png

 

No matter what I try the profile is not being removed. Something was changed last week and broke the profile management process.

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Re: Profiles are not deleting when a device changes networks

Now it appears clearing passcodes are broken as well.

 

Jun 23 07:20Clear device passcodeJun 23 07:20
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Re: Profiles are not deleting when a device changes networks

@BlakeRichardson 

 

Do you have your profiles setup to require a password to uninstall? I'm wondering if that might be the cause of this, I just tried setting it to all users to remove the profile. 

 

vassallon_0-1592925598535.png

 

After doing this it appears the profile was removed. I believe the issue may be due to the password being set.

 

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Conversationalist

Re: Profiles are not deleting when a device changes networks

I have opened a ticket for this issue myself.  Did you get a solution on yours Vassallon?

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Re: Profiles are not deleting when a device changes networks

@EncinitasMatt 

 

Not yet, I am noticing some new behavior today in there so I suspect they are working on fixing the break.

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Re: Profiles are not deleting when a device changes networks

@vassallon  All of my profiles require a password to remove. 

Meraki CMNO, Ruckus WISE, Sonicwall CSSA, Allied Telesis CASE & CAI
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Conversationalist

Re: Profiles are not deleting when a device changes networks

My ticket response from Meraki:

 

"factory resetting a devices before moving it to a new network is considered by Meraki to be the best practice for a clean deployment"

 

So basically, the answer is everything is working as expected.  I guess this is the new reality we will need to adjust to.

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Re: Profiles are not deleting when a device changes networks

Here's the problem though in a school district with multiple networks for each school, simply resetting an iPad because the student changes school is not a valid response. 

 

Why should I have to reset an iPad to clear profiles that up until recently were automatically removed by Meraki when the device changed networks?

 

That makes no sense at all to me. I wouldn't accept that as an answer and push back on support, you can use my existing case (05297104) if it helps. 

 

 

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