Applies to iOS devices. The following article details a device-disabling behavior that is encountered when passcode-enabled devices are returned without a network connection. The most common occurrence of this behavior is when users attempt to check in devices that are powered off. Devices that turned off due to a dead battery are included in these situations. The Issue Passcode enabled … Read More

The Launchpad systems must be set up for unattended use. BEST PRACTICE: Imprivata recommends a headless system, with no display, mouse or keyboard. Mac Launchpads Mac Sonoma 14.x and Sequoia 15.x Launchpads Confirm that the Mac computer meets all system and networking requirements. Enable user auto login on Mac: Navigate to System Settings > User & Groups. Set Automatically log in as to the desired … Read More

When you are troubleshooting an issue with device connectivity to your Imprivata Smart Hub or Launchpad, it is often not clear whether it is a hardware (device, Smart Hub, cable) or software (Launchpad) problem. Below are a series of methods to help you isolate a hardware issue. Fill the Smart Hub Method To verify that hardware is functioning correctly, plug … Read More

NOTE: Applies to iOS devices only. During device setup, configure an iOS configuration profile provided by Apple Support for iOS device diagnostics. NOTE: The Apple Diagnostics profile should only be used when Apple instructs you to install them. These profiles augment the Apple logs to provide enhanced data that normally isn’t captured. Requirements Requires the use of a Custom Assets … Read More

Update: As of June 5, 2024, the Launchpad 6.4.1 release for Windows resolves the issue. Customer Availability Launchpad 6.4.1 will be available for download for all US and UK shared cluster customers starting tomorrow June 5, at 3 AM local time.  Customers with Launchpad Automatic Upgrades enabled will be upgraded to 6.4.1 (Windows Launchpads only). Issue Imprivata has identified an … Read More

Symptom In some cases, Imprivata has seen Windows 11 systems that do not have any driver for Apple devices installed. On these systems, Device Manager will show phones under the “Portable Devices” category but not in the Universal Serial Bus categories. Devices will appear as disconnected from the Launchpad Smart Hub LEDs next to the device will be off In … Read More

Customers using Jamf Pro 11.1 or higher may experience intermittent issues with API connections from GroundControl to Jamf Pro. Changes in Jamf Pro 11.1 release affect the API authentication lifetime and will cause API commands for functions like ‘Clear Passcode’ to intermittently fail. GroundControl 6.3, scheduled for release on March 6th, 2024, will compensate for this change acquiring API authentication … Read More

Summary Imprivata has identified USB connectivity issues with macOS 14 Sonoma on specific Apple hardware models. This affects the stability of the MAM macOS Launchpad client.  Description The MAM Launchpad utilizes the underlying macOS USB drivers to connect to iOS mobile devices. Imprivata has identified instability with these drivers in macOS 14 Sonoma, particularly when running on the Apple Silicon … Read More

Apple iOS 17.2, released on December 11th, 2023, may not complete automated setup via GroundControl Workflow or Apple Configurator. Apple iOS 17.3 (released on January 22, 2024) and iOS 17.4 (released on March 5, 2024) exhibit the same symptoms. Devices that have been updated, force recovered, or erased may display an ‘iPhone Partially Set Up’ message on the screen afterwards. … Read More

Symptom If you install the Launchpad App as an administrator and switch to another user, Automatic upgrade or server update will not work.  Also, auto-login will be affected. Information For automatic Launchpad upgrades to work correctly, the local Mac user must either be a macOS local admin or the GroundControl Launchpad.app must be installed in a directory the local user … Read More