JAMF Pro Self Service FAQ

Revision as of 08:26, 29 July 2021 by Nathan Burt (talk | contribs)

Here are commonly-asked questions about use of JAMF Pro's Self Service program.

How do I use Self Service to install software on my Mac?

ITS uses the Self Service utility to make software and printer installers available to you. A growing number of software titles are available to you automatically, others must be requested through the Technology Helpdesk.

Here's how to find then run the installers to which you have access:

  1. Make sure you are connected to the network via an Ethernet cable.
  2. Navigate to the Utilities folder on the Mac using the Finder menu (Go > Utilities).
  3. Double-click Self Service to launch this program.
    • Note: Do not use the Log In button on this site as an error message will result.
  4. From the Categories pane at right, click the appropriate entry:
    • Uninstallers shows uninstallers that cleanly remove older versions of software that are already present on your computer (such as Microsoft Office 2011 or older Adobe software). Be sure to reboot your computer after running any uninstaller.
    • Application Installers: Self Service shows installers for all the software titles available to your computer.
    • Featured shows our most commonly-requested installers.
    • OS shows any available operating system upgrade installers.
    • Printers shows installers for all campus printers that are available via Self Service.
  5. You should now see the installer package for the desired software. Click the "Install" button for the application.
    • The install will happen in the background and can take a considerable amount of time, depending on the installation. You can continue other work but you may find the computer is responding slowly.
    • If an installer you expect to see is not present, and it required making changes to your computer (ex. remove EndNote X6 before installing macOS Sierra), run Update Inventory from the Utilities category of Self Service, then quit and re-open Self Service. Otherwise, contact the Helpdesk mentioning the Property of Middlebury College number and the name of the install.
  6. After the application has installed successfully you will find it in the Applications folder.
How do I upgrade Self Service on my Mac?

In January, 2018, ITS set up a new, cloud-based JAMF server which offers not only the latest installers, but also access to many installers from off-campus. Upgrading from older Self Service versions 9.x or 10.0.0 to the new cloud version is typically quite simple. Here's how:

Important! If your computer is running macOS 10.9 or older, please update the OS to 10.12 or newer before attempting to update Self Service.

  1. The Mac needs to be connected to Ethernet on the Middlebury campus network to update Self Service.
  2. Open Self Service, then look for JAMF Cloud. This is a "featured" install, so it should appear on the main screen.
  3. Read the installation instructions before proceeding.
  4. When the installation has completed it will report a failure -- this is normal -- just close then re-open Self Service.
    • There should be a visual difference (as well as a new version number) to Self Service. You are done - except...
      • for macOS 10.13.2 or higher, re-opening Self Service will prompt you to Approve the MDM profile in System Preferences. Please follow the link then click the Approve button. This helps enable various security & conveniences for your computer, including pre-approval of third-party kernel extensions for common software (ex. Sophos or Google Drive File Stream).
How do I troubleshoot Self Service installations?
  • Some installers don't work properly if other applications are running. For best results, reboot your computer to start fresh. Launch Self Service then start the desired installation.
  • Installations work best when you are on-campus using an Ethernet (wired) connection. Campus wireless may work as well, but it will be slower. Many installers are large and take some time even when using a fast connection.
  • If you are off-campus, you must use a VPN connection. This is no guarantee of success, however, as many installers are simply too large.
  • Update: Many installs are available from off-campus as of spring, 2018. If your Self Service is not version 10.6 or higher, please see the above FAQ about upgrading Self Service.
How often does Self Service check the server?

The Self Service client calls back to the server every 15 minutes while the computer is on. The only information that gets sent is a query to see if any new actions should be taken. The client also reports back at every start-up, login, and logout with the same query. The client will also check in when you launch the Self-Service application.

What information does Self Service collect?

Self Service only collects two pieces of information. Once a day it runs Apple's System Profiler applications and attempts to upload it to the server if a connection has been made. It also monitors the CPU activity to look for any processes that have been blocklisted (viruses, etc).

What information does Self Service NOT collect?

Self Service does not read your e-mails. It does not care about your iTunes or iPhoto library. It does not catalog the contents of your home folder and it does not track your online activities. Self Service does watch what processes are running, but does not report back on what they are, unless the process has been identified ahead of time by the server as a rogue process. Please read the Privacy of electronic files & communications from the College's privacy policy for more information.

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