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Active Incidents

Windows MDM - Device Enrollment Failing

Started 10 Sep 2025 14:15:09 (5 days ago), resolved 10 Sep 2025 20:48:12 (5 days ago)

Incident without Impact

Postmortem

Windows MDM

We are currently investigating an issue involving JumpCloud’s Windows MDM Service that is preventing device enrollment. We are investigating the cause of the issues currently, and will update the status event once an update is available.

Postmortem:

Incident Report‌

Date: Sep 13, 2025

Date of Incident: Sep 10, 2025

Description: RCA for Windows MDM enrollment failures

‌

Summary:

On September 10, 2025, a number of customers experienced intermittent failures when attempting to enroll Windows MDM devices. User-led enrollments during this period would have seen an error message.

‌

Root Cause:

Our MDM team was alerted to an issue with our MDM certificate issuance service, which affected the ability to enroll devices. This issue was caused by a configuration change in our backend infrastructure.

The core problem stemmed from an update that inadvertently caused a critical service role to be deleted and immediately recreated. When this happened, our IaaS provider assigned the recreated role a new, unique ID. Our system, which was configured to recognize the old ID, was no longer able to access the necessary security keys. This caused certificate issuance to fail, causing the MDM enrollment failures.

‌

Corrective Actions / Risk Mitigation:

Implemented a permanent fix refactoring our infrastructure for this service - DONE
Refining our emergency response plan to securely restore services - IN PROGRESS
Updating our monitoring systems to proactively detect and alert on these types of issues, including reconfiguring our logging to ensure that critical errors are not missed - IN PROGRESS

12 Sep 2025 20:16:07 (3 days ago)

Resolved: This issue has been resolved and Windows devices are now able to successfully enroll in MDM.

10 Sep 2025 20:48:12 (5 days ago)

Monitoring: A fix has been implemented and we are continuing to monitor the results.

10 Sep 2025 19:55:15 (5 days ago)

Identified: We are continuing to work to implement a fix for this issue. During this time new Windows MDM device enrollments will continue to fail.

10 Sep 2025 19:02:11 (5 days ago)

Identified: We are still working to implement a fix for this issue. We will continue providing regular updates.

10 Sep 2025 17:43:49 (5 days ago)

Identified: We're still implementing a fix for this issue. We will provide another update within the hour.

10 Sep 2025 16:09:06 (5 days ago)

Identified: The issue has been identified and a fix is being implemented.

10 Sep 2025 14:57:05 (5 days ago)

Identified: We have identified the issue and are working on a fix.

10 Sep 2025 14:49:52 (5 days ago)

Investigating: We are currently investigating an issue involving JumpCloud’s Windows MDM Service that is preventing device enrollment. We are investigating the cause of the issues currently, and will update the status event once an update is available.

10 Sep 2025 14:15:09 (5 days ago)

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Windows MDM - Device Enrollment Failing

Started 10 Sep 2025 14:15:09 (5 days ago), resolved 10 Sep 2025 20:48:12 (5 days ago)

Incident without Impact

Postmortem

Windows MDM

Postmortem:

Incident Report‌

Date: Sep 13, 2025

Date of Incident: Sep 10, 2025

Description: RCA for Windows MDM enrollment failures

‌

Summary:

On September 10, 2025, a number of customers experienced intermittent failures when attempting to enroll Windows MDM devices. User-led enrollments during this period would have seen an error message.

‌

Root Cause:

‌

Corrective Actions / Risk Mitigation:

Implemented a permanent fix refactoring our infrastructure for this service - DONE
Refining our emergency response plan to securely restore services - IN PROGRESS
Updating our monitoring systems to proactively detect and alert on these types of issues, including reconfiguring our logging to ensure that critical errors are not missed - IN PROGRESS

12 Sep 2025 20:16:07 (3 days ago)

Resolved: This issue has been resolved and Windows devices are now able to successfully enroll in MDM.

10 Sep 2025 20:48:12 (5 days ago)

Monitoring: A fix has been implemented and we are continuing to monitor the results.

10 Sep 2025 19:55:15 (5 days ago)

Identified: We are continuing to work to implement a fix for this issue. During this time new Windows MDM device enrollments will continue to fail.

10 Sep 2025 19:02:11 (5 days ago)

Identified: We are still working to implement a fix for this issue. We will continue providing regular updates.

10 Sep 2025 17:43:49 (5 days ago)

Identified: We're still implementing a fix for this issue. We will provide another update within the hour.

10 Sep 2025 16:09:06 (5 days ago)

Identified: The issue has been identified and a fix is being implemented.

10 Sep 2025 14:57:05 (5 days ago)

Identified: We have identified the issue and are working on a fix.

10 Sep 2025 14:49:52 (5 days ago)

10 Sep 2025 14:15:09 (5 days ago)

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