iPad Troubleshooting
Please visit the Getting Started with Your iPad(Open external link) page to see the most up to date instructions for parents,
Double check that the iPad is connected to the internet.
All DOE iPads should come internet ready. If, however, for some reason the iPad is not connecting to the internet, help the student do the following:
Go to the Settings app.
Select Cellular.
Turn on Cellular Data.
Tap Cellular Data Options.
Verify that LTE and data roaming are turned on.
Help them sign into applications with the correct username and password.
For all Microsoft applications, students should sign in with their DOE student account. If they don’t know their account info, here’s how to help them find it(Open external link).
For all Google or G Suite applications, students should also sign in with their DOE student account. However, if your school has an existing G Suite program, and you already provisioned G Suite accounts for students, students should sign in with those account credentials.
Turn off the Google passcode requirement.
Some iPads are asking students to set a passcode for their device. This is because your school's G Suite has a policy that mandates that all devices have a passcode. You will need to turn off this setting. To turn it off, reach out to your school’s Google Admin and ask them to turn off the passcode requirement (you can share with them Google’s Set password requirements for managed mobile devices support(Open external link) article, if needed). If you don’t know who your Google Admin is, call the DOE Service Desk at 718-935-5100. They can provide you with this information.
Erase All Content and Settings
If you have tried everything else and cannot fix issues with applications or severed/limited internet connectivity for an iPad, you can use the Erase all Content and Settings option, which is will put the iPad back to its original settings.
To do that:
Tap Settings from the home screen
On the left hand side of the settings menu, tap General
Then find and tap Erase All Content and Settings
You will see the prompt Erase iPad – this will delete all media and data and reset all settings
Tap Erase and wait for the IPad to reset
Once the iPad resets:
Select your language
Tap United States
Tap Set up Manually at the bottom on the screen
Select WiFi, or go to bottom of the list and select Use Cellular
Give the iPad a few minutes to activate and configure
When the screen says Remote Management, tap Next in the upper right corner
You will then see the message Installing Configuration from the NYC Department of Education
Allow 30-40 minutes on cellular or 15-20 on WiFi for all the applications to download and refresh
That is it, you should be all set!