Do the iPads have to be on our own network in order to remotely configure when first loading up the devices?

Ans. : NO!

Where could I check to see if they are hitting the server at all, what logs are best to check?

Ans. : DS and DSE logs.

Is this a newly installed MobiControl server?  Have you successfully enrolled any non-DEP device or Android device onto this server?

How many iOS Add-Devices rules are there in your server?  Have you explicitly assigned the serial number of your DEP devices to the appropriate Add-Devices rule?

Hi,

Thanks for the reply.

The server is not new, but we recently updated to version: 13.4.0.4962

DEP devices have been enrolled before, but unfortunately this was before my time, and on the older version. We also have regular iPads enrolled using just the app, no DEP.

Other devices, such as our android+ and legacy windows mobile devices are unaffected.

As for the ios rules - we currently have 3 - and the third I have created recently trying to troubleshoot this issue.

All the iPads are assigned correctly using their serial to the correct rule, and show in the apple portal aswell. I can see no issues this side.

Leigh

Based on what you said so far.  everything  on your side seems OK.

As you have also tried WIFI network, external networks and hotspots using 4G sim cards, I ruled out the possibility of missing firewall exceptions for Wifi.

I assumed ALL your new problematic devices were purchased from the same DEP reseller in one order, and all of them have the same enrollment problem.   If you cannot find any clue from the DS/DSE logs, then one final test may lead me to one possibility similar to a customer case we had a few months ago -  all your new out-of-the-box iOS devices were not properly added to the DEP by your DEP reseller or by Apple.

The test is simple.  Get one previously enrolled DEP device and can wipe it and confirm that it can be automatically re-enrolled back to the server without any problem.  It will be even better if the device tested has the same firmware version or even the same  hardware model as your problematic devices -  this will rule out incompatibility issues between iOS firmware and your Soti server, which is also one possible cause.   If the test device also fails to get re-enrolled back,  the problem is in your MobiControl server or its configuration.

On the contrary, if your problem really stems from Apple/DEP reseller logistics issues,  you can try retiring one of your problematic new devices from Apple DEP portal, and then adding it back to your DEP account manually with the free Apple Configurator 2.5+ supported only on MacOS machine.  Then, resync your Mobicontrol with DEP server, and retry your enrollment to see if it works this time.

Good luck.