Skip to content

Mac Self-Service

About Migration Assistant, Restoring from Time Machine and Replaced Motherboards

When a new Mac is set up using the migration assistant directly or via Time Machine or when a Mac has its motherboard replaced that Mac might also receive the Self-Service.app and the jamf framework, but the Self-Service server will not accept any connection from that Mac since the new Mac is unknown to the server. The same holds for any other intervention that changes the serial number and/or the UDID of the Mac. For these devices we recommend to first run the command sudo jamf removeframework and then enroll the new Mac as described above.

About the Self-Service Application Version

The Self-Service application gets updated automatically whenever the server version is updated - as long as the Self-Service framework on your Mac is still working properly. Since April 2022 the version of the Self-Service app should be 10.37.2. If your Self-Service app is older than that you can assume that there is a problem with the Self-Service framework on your Mac. In general that implies that the Self-Service itself will not be functioning any more, and we recommend that you first remove the non-functional framework by running sudo jamf removeframework, and then enroll the new Mac as described above.

About Devices that Stop Reporting

Devices that stop reporting to the server for more than three months (more than 12 month for devices that use disk encryption) will be deleted from the database. In that case the Self-Service framework will remain on the device, but will not work anymore. Reasons for stopping to report include

  • the device is switched off
  • the framework has been corrupted
  • the framework failed to upgrade when the server side software was upgraded

We can discover some Self-Service issues on the server side, but for the majority of issues we rely on you reporting malfunctions to become aware of problems. So please report any issues with the Self-Service to the Service Desk, see https://cern.service-now.com/service-portal.