Self Service App: "Command Not Sent" Error

Symptom

When using the client Self Service App (Purple Computing's self-service portal), you see an error message reading "Command not sent" when attempting to run a command or trigger an action (e.g., software install, profile reset, device enrolment, or policy push).

The action does not complete. The app may appear to hang briefly before showing the error.

Cause

This error means the Self Service App was unable to send the requested command to the management back-end. The most common causes are:

No network connectivity — the device cannot reach Purple Computing's management servers at the time the command is triggered.
MDM / management agent not running — the device management agent (e.g., Jamf Connect, Jamf Pro agent, or equivalent) has stopped, crashed, or is not enrolled.
Device is offline or in a restricted network — VPN not connected, corporate network firewall blocking the required ports, or the device is on a guest/restricted Wi-Fi.
Expired or invalid device certificate — the device's management certificate has lapsed, causing the management server to reject the command.
Session timeout — the Self Service App session has timed out; the user appears logged in but the back-end session is stale.

Resolution Steps

Step 1 — Check network connectivity

Open a browser and navigate to any website to confirm internet access.
If the device requires VPN to reach internal resources, ensure the VPN is connected before retrying.
If on a guest network or public Wi-Fi, switch to a corporate or trusted network.

Step 2 — Quit and relaunch Self Service

Fully quit the Self Service App (do not just close the window).

- Mac: Right-click the dock icon → Quit, or press ⌘Q. - Windows: Right-click the taskbar icon → Exit.

Wait 10 seconds, then relaunch the app.
Log in again if prompted.
Retry the command.

Step 3 — Restart the management agent

On macOS:

sudo jamf manage

Run the above in Terminal, enter your admin password, and wait for it to complete. Then retry in Self Service. On Windows: Open Services (services.msc), locate the Jamf or Management Agent service, right-click, and select Restart.

Step 4 — Check the device is enrolled

On macOS, open System Settings → Privacy & Security → Profiles (macOS 13+) or System Preferences → Profiles (macOS 12 and earlier).
Confirm a management profile from Purple Computing is listed. If there are no profiles, the device is not enrolled and must be re-enrolled.
Contact support if you cannot see the profile.

Step 5 — Reboot the device

A restart resolves most transient agent failures:

Save all open work.
Restart the device fully.
Reconnect to the network and VPN if required.
Reopen Self Service and retry the command.

Verification

After following the steps above, the command should execute without error. You will see a progress indicator or confirmation message within the Self Service App. If the command triggered a software install, check that the software appears in your Applications folder (macOS) or Programs list (Windows).

If This Fails

If the error persists after all of the above steps:

Screenshot the error — note the exact wording and any error code shown.
Note what command triggered it (e.g., "Install Zoom", "Reset password", "Enrol device").
Submit a support ticket to Purple Computing via the normal helpdesk channel, including the screenshot and the command name.
A technician will check the device's management record and re-push enrolment or re-issue the device certificate as needed.

Notes

This error does not delete any data or change your device settings — it simply means the command was not received by the server.
If multiple users at the same organisation report this error simultaneously, it may indicate a server-side issue. Please raise an urgent ticket so Purple Computing can investigate.
Admin users: check the Jamf Pro console for the device's management status and last check-in time.

Article ID: KB-SSA-001 | Category: Self Service App | Last reviewed: June 2026