Jamf Insights EU cluster unable to communicate with Jamf Pro instances — device data not refreshing for EU customers

Event timeline

How this incident unfolded, from the official status page.

1. Investigating

   4 months ago

   Jamf

   Symptoms: Customers using the European cluster of Jamf Insights are experiencing a partial service degradation — device data is not updating and MDM commands are not functional. US region is unaffected. Customer Impact: Affected Services: Jamf Insights (EU cluster) — device data refresh, extension attribute visibility, MDM command delivery Affected Regions: European cluster only; US region verified healthy Business Impact: Service degradation — device management data is stale; MDM commands not executing through Insights Estimated Users Impacted: Up to ~5,500 EU tenants Workaround/Customer Actions: MSPs with direct Jamf Pro access can manage their customers via Jamf Pro until the fix is in place. All other customers — no additional action required at this time.

2. Investigating

   4 months ago

   Jamf

   We are continuing to investigate this issue.

3. Identified

   4 months ago

   Jamf

   We have identified the issue and are currently verifying the fix. Once the fix is confirmed effective, the team will continue working to fully restore the service.

4. Monitoring

   4 months ago

   Jamf

   A fix has been applied and the service should now be restored. We are running verification and will continue to monitor the situation closely. We expect to know more within approximately one hour and will provide a further update then.

5. Monitoring

   4 months ago

   Jamf

   We are continuing to run validation to confirm the service has been fully restored for all customers. We will provide a further update once this is complete.

6. Resolved

   4 months ago

   Jamf

   The service interruption with Jamf Insights (EU) has been restored. An issue with the credential rotation process prevented Jamf Insights from authenticating to customers' Jamf Pro instances. We apologize for any inconvenience. We will publish an analysis of this incident once we have completed our internal investigation. Customer Impact: Up to 900 EU tenants were affected. During the interruption, affected customers were unable to issue MDM commands or refresh device data (including extension attributes) through Jamf Insights.