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Trouble with your iPad?

Is your iPad not working? Please visit the DOE website for tips to help troubleshoot some common issues.


Internet Not Working or Apps are Grayed Out

If you have an iPad that was loaned to you by the DOE (not your school) and it won't connect to the internet, or some apps are grayed out, there are a few things you can try:

Turn Wi-Fi off Cancel the CrowdStrike app download Turn Airplane mode on for 15 seconds Open the Zscaler app Erase all content and settings Request technical support

iPad SIM is Locked (PUK) If you are receiving a message that says PUK is locked, submit a ticket to the DOE Help Desk.

iPad is Damaged or Won't Turn On If your iPad is damaged or won't turn on, submit a ticket to the DOE Help Desk.

Sign into the Learn at Home App To get ready for the first day of school, make connecting to learning and support much easier for your child (and you, too!), and allow you to get notifications on the iPad:

  1. Find the Learn at Home icon on the main screen on the iPad

  2. Log in using your @nycstudents.net account (only use the student’s username and password, no need to include @nycstudents to log in)

  3. From the Learn at Home app your child can access TeachHub, Google Classroom and get help.

Enable Your iPad as a Hotspot

All centrally DOE-loaned iPads are now hotspots. This means other devices can connect to your iPad’s internet connection, for remote learning. To enable your hotspot:

  1. Go to Settings.

  2. Find Personal Hotspot and click to take you to the login screen

  3. Select Allow Others to Join.

  4. Devices other students in your house are using for remote learning can be added to that connection.

  5. As a reminder, the hotspot connection is to be used only for remote learning activities. Any unauthorized use is strictly prohibited.

Available Apps

See the full list of apps that have been added to the iPads. You will not be able to access the app store or download any additional apps. If there is an app you need, talk to your teacher or principal.  Signing In to Apps

  • For all Microsoft apps, you should sign in with your DOE student account.

  • For all Google or G Suite apps, sign in with your DOE student account or the Google address your school may have given you already.

  • You cannot use your personal Apple ID. Your iPad is for educational--not personal--use only.

Using Multiple Accounts in Google Classroom

You can switch between your @nycstudents.net account and your school-specific G Suite domain account in Google Classroom. Here's how:

  1. Open the Google Classroom app.

  2. Sign in with one of your two accounts.

  3. If you sign in with your @nycstudents.net account first, you will be prompted to verify your account credentials. Please follow all prompts.

  4. Once you successfully sign into Google Classroom, you will see a colored circle with your first initial in the upper right corner. Click on the circle.

  5. Click Add another account.

  6. Enter account credentials for your second account. 

Technical Support

  • Fill out the Technical Support for Families form

  • Call the DOE Service Desk at 718-935-5100.

  • Call AppleCare Support for the NYCDOE

  • ONLY call to ask about setting up your iPad once you receive the device. Do not call to check on the status of your device request. See iPad Distribution for information and timelines around devices. 1-800-919-2775. When prompted, enter the PIN: 692363 (NYCDOE).

If you need to return your iPad, you can click on the link below for details.

iPad Returns

Learn how to return your DOE-loaned iPad.

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