Issue Description
This article provides steps to narrow down issues occurring with JCDS file uploads, such as uploads failing, packages not showing, or packages with 'availability pending', and offers potential solutions. Please follow the steps below prior to contacting Jamf Support.
Troubleshooting Steps
Determine the behavior observed where the failures appear.
For example:
Does the upload complete in the interface, but then show "Availability Pending"?
Does the upload fail in the interface?
Does the upload complete in the interface and move out of "Pending Availability" after an hour, but is not available to be added to Policies?
Determine the situations where the failures appear.
For example:
Are failures only for one user, a specific group of users, or all users?
Is it only large packages, or upload attempts in one geographic specific region?
Is it only uploads through the Jamf Pro GUI, or JamfSync, or the API?
Take action based on the behavior and situation of the issue.
Behaviors:
If uploads complete but are stuck as "Availability Pending" for up to an hour, this is not unusual as Jamf Pro collects inventory from JCDS once per hour.
If uploads complete, move out of "Availability Pending" as expected, but are not always available to add to Policies, contact Jamf Support and reference PI119868.
If uploads complete but remain in "Pending Availability" for longer than an hour, or fail with a specific error, reference the next section.
Situations:
If it's only one user, or a specific group of users, review the required privilege sets defined in the "Preparation" section under JCDS 2 in the Jamf Cloud Distribution Service Release Notes.
If it's only large packages, or one geographic region where the uploads are troublesome, it's best to review the network requirements here specific to the Jamf Cloud Distribution Service, and verify that there isn't anything on the network stack that can sever or interfere with longer running connections.
If it's only uploads via the Jamf Pro GUI, be aware that uploads move directly through the browser session, and some browser plugins may interfere, so a different network and browser should be tested.
If it's only uploads via JamfSync, be aware that JamfSync is currently limited to files 5GB or less only.
If it's only uploads via the API, review the required privilege sets defined in the "Preparation" section under JCDS 2 in the Jamf Cloud Distribution Service Release Notes to be sure that your user has the correct privileges.
If none of these steps help in resolving the issue, please contact Jamf Support and provide the behavior and situation you are encountering and what steps have already been taken.