The DOE has loaned internet-enabled iPads to students across New York City for remote learning. Here you will find information on how to get started with your iPad, and how to troubleshoot connectivity issues.
iPad or App Fixes
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
- Go to the Settings app.
- Locate the Wi-Fi menu on the left.
- Tap the Wi-Fi button to turn it off (it should be gray).
- Open your browser and go to google.com.
- If you can connect to google.com, you are connected to the internet.
- Turn Wi-Fi back on.
Cancel the CrowdStrike app download
Your internet connection may be stalled by the app, CrowdStrike, trying to download. You will know it’s trying to download because it will be grayed out.
- Locate the CrowdStrike app. It’s red with a white falcon.
- If the app is grayed out, tap and hold the CrowdStrike app icon.
- A menu will appear.
- Tap Cancel Download.
- Canceling the download will prompt other apps to update.
- Allow all other apps to update.
- Check your internet connection again by going to www.schools.nyc.gov.
Turn Airplane mode on for 15 seconds
Turning on Airplane Mode and then turning it off again will reset your internet connection.
- Tap the Settings app.
- Find the Airplane Mode button.
- Turn Airplane Mode on (the button will turn green) and leave it on for 15 seconds.
- Turn Airplane Mode off and wait until the iPad reconnects to the internet (you will see the connected icon in the top right of your home screen).
- Test your connection by opening your browser and going to www.schools.nyc.gov.
Open the Zscaler app
All DOE iPads come with Zscaler, a content-filtering app that ensures you use the iPad safely and in compliance with DOE policy. There are several websites that you may not be able to access if Zscaler is not connected on your iPad. To connect Zscaler:
- Tap the Zscaler icon.
- You will be automatically signed in to the app.
- Service Status will say “Connecting…”
- Wait until Service Status changes to “ON”. This may take a few minutes.
- Close Zscaler.
- Test your internet connection by going to www.natgeo.com
Please note that the DOE does not allow certain websites to be visited at any time. If you believe you are being blocked from a website in error, submit a ticket for technical support.
Erase all content and settings
If you have tried all the above troubleshooting steps and still cannot connect your iPad to the internet, you can try to reset your iPad by erasing all content and settings. Important: do not erase your data plan. Here’s how to do this:
- Open the Settings app.
- Tap General, located on the left hand side of the Settings menu.
- Tap Reset.
- Tap Erase All Content and Settings.
- Allow your iPad to reset.
After you have erased all content and settings
Once your iPad is reset, you will be prompted to set it up again. When following the prompts:
- Select your language and country (you must select the United States).
- Choose Set up Manually.
- Select a WiFi network (if you don’t have WiFi, scroll to the bottom of the list and tap Use Cellular Connection).
- Give the iPad a few minutes to activate and configure.
- The screen will say Remote Management. When this happens, tap Next in the upper right corner.
- You will see a message saying Installing Configuration from the NYC Department of Education.
- Allow 30-40 minutes for all applications to download and refresh.
- Test your internet connection by going to www.schools.nyc.gov.
Request technical support
If you tried all of the above steps and your iPad still won't connect to the internet, submit a ticket for 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.
iPad Care and Safety
iPads should remain with the student they are assigned to in order to engage in remote learning. If there is a change in the student's residence during remote learning the iPad should remain with the student, and should be used primarily inside the residence to prevent unnecessary damage.
Families will not be held accountable for accidental damage through normal use, but please exercise caution and common sense to protect your iPad. iPads must be installed in the case provided. You should be using your iPad primarily indoors for schoolwork and it must be secured in the case when you travel with the device.
Damaged iPads are protected by AppleCare. Families should bring the broken or non functioning iPad to their school, and the school will work with the DOE and our vendors to ensure a replacement device is delivered to the school for the family. The broken device will be fixed by AppleCare, and will be redistributed to a student in need of a device.
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:
- Find the Learn at Home icon on the main screen on the iPad
- Log in using your @nycstudents.net account (only use the student’s username and password, no need to include @nycstudents to log in)
- 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:
- Go to Settings.
- Find Personal Hotspot and click to take you to the login screen
- Select Allow Others to Join.
- Devices other students in your house are using for remote learning can be added to that connection.
- As a reminder, the hotspot connection is to be used only for remote learning activities. Any unauthorized use is strictly prohibited.
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:
- Open the Google Classroom app.
- Sign in with one of your two accounts.
- If you sign in with your @nycstudents.net account first, you will be prompted to verify your account credentials. Please follow all prompts.
- 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.
- Click Add another account.
- Enter account credentials for your second account.
- If you need help wit the iPad, please fill out the Technical Support for Families form or call the DOE Service Desk at 718-935-5100.
- If the iPad is broken or not functioning, bring the iPad to your school and the school will help you get a replacement, and fix the iPad to give to another student.
Learn how to return your DOE-loaned iPad if you are leaving a DOE school or program, or if you have graduated high school.