Resolved - Identified issue with iPad IOS 12.0 upgrade

UPDATE:

This issue has now been resolved. Please see the instructions below to correct any issues you may be having.

Step 1: Upgrade the OS to 12.1.1

Step 2: Enable Guided Access and Mirror Display Auto-Lock

From your iPad, go to:

  • Settings → General → Accessibility → Guided Access → Guided Access ON
  • Settings → General → Accessibility → Guided Access → Mirror Display Auto-Lock ON
  • On the Guided Access toggle, switch and set a passcode 
    • Arrange the passcode settings to end the Guided Access session

Step 3: Launch App and Lock with Guided Access

  • Open the Rover App and triple click the home button to start Guided Access
    • Before clicking the Start button, there will be an option for Time Limit; it should be turned OFF





In addition to prior recommendations, we have been made aware of the following workaround, please follow the listed steps to ensure that your screen no longer blacks out in-spite of the defect with Apple version 12.0+

  1. Please set up the following settings as in screenshots below. Once this is setup, log as Zest Station user  and continue as normal.
    • Turn off Auto Brightness
      • Go to Settings → General → Accessibility → Display Accommodations → Turn Off Auto-Brightness

  • Disable Auto-Lock
    • Go to Settings → Display & Brightness → Auto-Lock → Never

  • Check and confirm that Guided Access is not enabled
    • If enabled, to disable please Go to Settings → General → Accessibility → Guided Access →Turn OFF toggle button for guided access

We continue to follow up with the Apple Support Team to resolve this issue. You can also reach out to Apple Support to boost the priority. They can be contacted at 1-800-275-2273. The case number for this issue is 20000006342131.

Otherwise, here are some actions you can take in the meantime:

  • If you are currently using 11.3, please update to 11.4. Use 11.4 until Apple fixes these issues.

Upgrading to iPad IOS to 12.0 or higher results in a bug with the Zest Station App.  After 20 minutes of activity the iPad will display a black screen. This is only specific to Zest Station and only happens after upgrading the iPad IOS to 12.0 or higher.

We have sent the logs to Apple for them to review and fix the underlying issue. 

Please postpone any Apple iOS upgrades until we are able to resolve this issue as there is no way to revert an upgrade. 

4 CommentsSorted by Oldest First
Forum User

 Hi Chelsea,

This bug resembles the one we experienced when we had our zest stations enrolled in JamF Cloud for MDM. is there any more you can share about the bug?

Thank you,

Laurens

Forum User

Hi Laurynas, 


We are waiting Apple's response to our team. As soon as we have an update we will communicate it here. 


Thanks, 

Chelsea 

Forum User

Dear helpdesk,

Are you still working on this problem? We just opened a new hotel this month and it is really a big problem/issue.

I look forward to your reaction.

Forum User

Dear Chelsea,

Any Update with the Apple Ios 12.1 /Zest station issue? 

We just opened a new hotel and it is a big issue/problem

Login or Signup to post a comment