Troubleshoot Configurator Restore or Prepare Actions

General Information

This document will help Network Managers troubleshoot issues with Apple Configurator’s Restore and Prepare (Jamf enroll) actions.

Important Terms

  • Erase All Content and Settings – This option erases all your media files such as photos, videos, apps, email accounts, and everything else that is stored on your iDevice.
  • Restore – This will delete everything on the device, erasing not only all your data, but the existing OS and firmware from the device. After a restore the latest clean version of iOS will be installed.
  • Prepare – Configurator’s action that will enroll iPads into Jamf.

Reboot iPads

The most common issue with restoring or preparing actions in Configurator is device-to-computer communication. This can error for any number of issues and simply rebooting the iPads can resolve most of them.

  1. On an iPad, press and hold the Home and Lock buttons simultaneously until the white Apple logo appears.
    1. If the iPads do not have a Home button, press and hold the Lock and Volume Up buttons simultaneously until the white Apple logo appears.
  2. Connect the iPad back to the cart.
  3. Repeat steps 1 through 2 for all iPads within the cart.
  4. Try to Restore or Prepare again. If the actions go through successfully, the issue has been resolved.

Update Mac to Big Sur / Check for Software Updates

  1. Go to Apple > System Preferences > Software Updates.
  2. Follow the on-screen instructions to either upgrade to macOS 11 Big Sur or install any pending updates.
  3. Try to Restore to see if this fixed the issue.

Note: If you are upgrading to macOS 11 Big Sur, you may run into the Lightspeed filter issue where all websites will say that they are insecure. To correct this, view our Fix Browser Security Warning After Big Sur Upgrade article.

Make Sure Configurator is Updated

View Configurator's Installed Version

  1. Launch Configurator from either the Dock or Mac HD > Applications > Apple Configurator 2.
  2. Go to Apple Configurator 2 > About Apple Configurator 2.

Note: If Configurator is on 2.14 or later, this setp can be skipped.

Update Configurator

Configurator should update automatically, however if it doesn’t:

  1. Locate the Apple Configurator 2 app inside Mac HD > Applications.
  2. Drag the app to the trash.
  3. Empty the trash.
  4. Launch Self Service from either the Dock or Mac HD > Applications > Self Service.
  5. Locate the Refresh Connection to Management Server policy.
  6. Click Refresh.

Once this completes, give the computer a couple of minutes and Configurator will re-install the latest version. If it still did not update, please send an email to apple.support@polk-fl.net with the Mac’s SAP number stating that Configurator isn’t updating.

Try to Restore in Configurator again to see if this corrected the issue.

Update Configurator's Firmware

Configurator’s MobileDevice framework should be at least 1368.12.2.

View Configurator's MobileDevice Framework

  1. Launch Configurator from either the Dock or Mac HD > Applications > Apple Configurator 2.
  2. Go to Apple Configurator 2 menu > About Apple Configurator 2.
  3. View the MobileDevice version. If the version is older than what is stated above, then it should be updated.

Update MobileDevice Framework

  1. Connect an iPad that is on some version of iPadOS 13.x to the Mac. It can be connected either directly or through a sync cart.
  2. If Configurator is running, quit it by going to Apple Configurator 2 menu > Quit Apple Configurator 2.
  3. Open the Finder by double-clicking your Mac HD icon.
  4. On the left sidebarunder Locationsselect the connected iPad.
  5. On the right, you may need to click Get Started.
  6. If a screen appears that states the iPad requires backups, click Cancel.
  7. Under the General tab, click Check for Update.
  8. A dialog prompt should appear. Click Download Only.
  9. The download will happen in the background. Once finished, you may notice the iPad temporarily disappears from the sidebar.
  10. Select the iPad on the sidebar.
  11. Under the General tab, click Update. A new dialog will appear.
  12. Click Install. The firmware install will take about 3 minutes. You will see a notification that it completed. At this point, you can Restore “bricked” iPads as well as successfully Prepare them.

Download New Restore Images

Configurator downloads a separate iPadOS image for each device model. You can force Configurator to download new versions of these images to make sure they are not corrupt and causing restore errors.

  1. If Configurator is running, go to Apple Configurator 2 > Quit Apple Configurator 2.
  2. Go to Apple > About This Mac.
  3. Click Storage.
  4. Click Manage.
  5. On the left, click iOS Files. If iOS Files is not listed, there are no images stored and this can be skipped.
  6. On the right, select all of the images that are listed.
  7. At the bottom-right, click Delete.
  8. Go to System Information > Quit System Information.
  9. Launch Configurator and try to restore again.

If the iPad(s) restore successfully, the issue has been resolved.

Boot iPads into DFU Mode

Device Firmware Upgrade (DFU) mode is a way to boot the iPads into a recovery state. It may be necessary to use DFU mode if the iPadOS is corrupted in some way.

For directions, view our Restoring iPads in DFU Mode article.