restrictions on the use of Jamf Pro since mid March

[manuelamunozb]

we’ve been experiencing several persistent issues in our Jamf Cloud instance since mid-March, and unfortunately, they still haven’t been resolved — even after the recent Jamf Pro Cloud upgrade.

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1. Missing Log Details in All Policies

Across all policies, we are currently unable to access detailed logs — the log entries are visible, but the “Details” links are greyed out or unclickable.
This is a major issue for us, as we rely heavily on these logs for remote troubleshooting and support.
The issue occurs consistently in Edge and Firefox, and Safari is not an option in our environment.

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2. Configuration Profile Scope Cannot Be Modified

We’re also facing a separate issue with one specific configuration profile: we are unable to change its scope.
We’re aware that the profile might be corrupted — but even if that’s the case, it doesn’t explain why log details are inaccessible across all policies.

This is especially critical because the profile is scheduled for a global rollout this week, and we’re currently blocked from making even minor adjustments...and possibly we would have to create from the beginning this config Profile.

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3. General Performance Issues

In addition to the above, we’ve noticed that our Jamf Pro instance often loads very slowly, particularly when accessing policies or configuration profiles.

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Questions

• Has anyone else experienced similar issues with policy log visibility or profile scope editing?
• Are there any known workarounds or interim solutions? please don't say Safari, for us is not possible to test it.
• Lastly, since the upgrade has already taken place this past weekend, we’re wondering:
  What’s the best way to ensure we receive effective support from Jamf going forward?
  Are there specific channels or escalation paths we should be using to get more timely assistance with issues like these?

Any insights or shared experiences would be greatly appreciated!

Thanks in advance,
Manu :)

[AJPinto]

This is something you need to reach out to Jamf Support about.

To get support from Jamf, you navagate to https://jamf.service-now.com/csm  or call their support number. If you need further direction I recommend reaching out to your Jamf Account Rep.

https://www.jamf.com/support/jamf-technical-support-desk/ 

[manuelamunozb]

sorry, my bad. I already contacted Support 😅

[mvu]

Beat me to it. Did you talk to Jamf Support yet?

[manuelamunozb]

i did.

[Deanna]

Hi @manuelamunozb - I'm so sorry to hear that you've been experiencing some challenges lately.  We're here to help.   For any general product issue inquiries, you can contact your account representative or file a ticket from your Jamf Pro Instance.  From the Jamf Pro dashboard, navigate to the icon on the bottom right > Resource Center > Support Portal.  

1. Regarding the Policy detail comment, I am unable to recreate the issue in the browsers mentioned.  What Jamf Pro version are you on?  What "status" is the policy in?  For "pending" policies, the action buttons are grayed out, however, if the policy has completed, you should be able to click on the action buttons for more information.  
2. Regarding the Configuration Profile scoping question - are you able to clone the profile and modify the scope as a workaround?  Once the profile is in "edit" mode, you should be able to modify the configuration as needed.  

The overall performance issue shared is concerning.  If you're able to provide a product issue number, I can work with the teams for further investigation.  Our support team will also be able to collect additional information to help us in our troubleshooting efforts.  

[manuelamunozb]

We’ve already been in contact with Jamf Support, but unfortunately, the assistance so far has been very limited — it’s been almost two months now without a proper resolution.

We were told that the issue would be fixed with Jamf Pro version 11.16.0, but even after the upgrade, the problem still persists.
While the release notes mention a related fix:

[PI134662] The policy details button now displays details as expected for policies with the Files and Processes payload.

…it’s unclear whether this actually refers to the same issue we’re experiencing.

n response to your questions:

1. Jamf Pro Version: 11.16.0
   The policies themselves are working — that’s not the issue.
   The problem is that for many policies, we cannot click the “Details” link under the Logs > Computers > Actions section.
   This prevents us from performing any meaningful remote troubleshooting.
   The policy status (e.g. completed, failed) doesn’t matter — the button is simply unclickable.

2. Configuration Profile Issue:
   For one specific configuration profile, we are unable to perform any actions — we can’t clone, delete, edit, or even view the payloads.
   The UI is completely unresponsive for this profile.

[Deanna]

Got it - let me take a look at the case and talk to the engineering team.  I'll post an update later today.  I appreciate the patience and I am really sorry you're experiencing issues.  

[manuelamunozb]

Hi Deanna,
we’ve reviewed our Jamf Pro Summary and noticed some unusual database metrics for our cloud-hosted instance with only 16 devices:

• mobile_device_management_commands: 626,999 entries / 361 MB
• mdm_command_source: 525,746 entries / 88 MB
• mdm_command_group: 316,037 entries / 28 MB

These values seem extremely high for such a small environment and may be contributing to the performance issues and UI problems we’re experiencing (e.g. unclickable “Details” buttons in policy logs, configuration profile actions not responding).
Could you please check whether these tables need to be cleaned up or optimized?
We’d appreciate a DB health check or any guidance on how to proceed.
Thanks in advance!

[sdagley]

@manuelamunozb 

On the stuck Configuration Profile I've had "zombie" profiles in the past that were due to database corruption and required Jamf Support to schedule maintenance to address, so I'd definitely suggest you open a support case about that. That _could_ cause log visibility problems for the policy logs.

Depending on your budget you may want to consider Jamf's Premium Support options: https://www.jamf.com/support/premium/