Pocket Admin Support

Need help or have a suggestion? Email andrew@gartners.org and include your iPhone model, iOS version and the Pocket Admin version.

Frequently asked questions

The scanner shows a black screen.

Open Settings ▸ Privacy & Security ▸ Camera and turn on Pocket Admin. The camera is used only for scanning.

TCP ping or DNS lookup fails.

Check that your iPhone is online and can reach the host. Hosts on a private network need Wi‑Fi or VPN access to that network. Some firewalls block or silently drop connections to closed ports.

MAC vendor lookup returns nothing.

Vendor lookups use the free api.macvendors.com service, which needs an internet connection and may rate-limit lots of lookups in a row. Randomized (private) MAC addresses have no vendor.

Can I edit the runbooks?

Yes. Check off steps, edit or reorder them, and create your own runbooks. From a runbook’s ••• menu you can Export Runbook to a .parunbook file (JSON) to share with your team; use + ▸ Import Runbook to add one.

Is my data backed up and synced?

With Settings ▸ Sync with iCloud on and iCloud signed in, your runbooks, notes, replies and scan history sync across your devices through your private iCloud database. Settings shows whether sync is active. Changing the switch takes effect the next time you open the app. With sync off, data stays on this iPhone and is included in your regular iPhone backups. You can also export all ticket notes as CSV or text from the Notes tab.

How do the {name} and {ticket} variables work?

When you tap a canned reply that contains variables such as {name}, {ticket}, {me} or {date}, a quick form lets you fill them in before copying. {me} comes from your name in Settings and {date} is today. You can invent your own, like {eta}.

Why can’t I see the Wi‑Fi name or default gateway?

iOS reveals the Wi‑Fi network name only to apps with location permission. Tap Show Wi‑Fi Network Name and allow “While Using”. iOS doesn’t let apps read the routing table, so the gateway isn’t shown. Check Settings ▸ Wi‑Fi ▸ ⓘ ▸ Router instead.

How do I add the widgets or use Siri?

Touch and hold the Home Screen, tap Edit ▸ Add Widget and search for Pocket Admin. Quick Launch opens Port Check, Scan, Wi‑Fi Info or your pinned runbook. Runbook & Last Scan shows progress (pin a runbook from its ••• menu). In Siri or the Shortcuts app, try “Check a port with Pocket Admin”, “Look up DNS with Pocket Admin”, “Open a runbook in Pocket Admin” or “Copy a canned reply with Pocket Admin”.

How does the warranty lookup work?

Type or scan a serial, or swipe a saved scan and tap Look Up. Dell opens your service tag directly. For Apple, Lenovo and HP the serial is copied so you can paste it on their page. Add your Jamf Pro URL in Settings to open a computer search for that serial in your own Jamf Pro.

Does it sign in to Okta, Active Directory or Jamf?

No. The runbooks and quick reference are guides only, and the Jamf button just opens your Jamf Pro web page. Pocket Admin never connects to or signs in to those systems.