-
Title
KACE Connect stopped reporting location -
Description
Devices no longer seem to be reporting location information in KACE Cloud.
-
Cause
iOS can suspend apps such as KACE Connect even if Background App Refresh is enabled. This seems to happen more often and to more iOS devices since iOS 15 was released.
For reference please see: https://support.apple.com/en-us/HT202070
-
Resolution
If the device user regularly opens and uses the Connect app, that should prevent the Connect app from being suspended. Locations should then be reported based on the location configuration installed on the device.
If a user does not have access to the device, then iOS Lost Mode should be enabled through the KACE Cloud Admin Portal. The Lost mode will lock the device and will show a phone number with optional text on the lock screen. The KACE Cloud Admin Portal can then find the device using the Locate command which uses iOS built-in location functionality and does not require the Connect app to be running. The device can also be asked to play a sound in Lost Mode to help find it. Once the device has been found, lost mode can be disabled via the KACE Cloud Admin Portal and the device can be used again.