Tier 1 iPad Support - The iPad is Broken

1. On the iPad

(do these steps only if possible and safe...ie. don't cut your fingers)

Students backup their work

Instructions are available on the Student FAQ web clip on their iPad.

Students remove passcode

<—Student forgot their code? You can remove it yourself using Jamf. (The Jamf Quick Guide will remind you how).

Jamf Reset

Instructions can be found here.

2. In Destiny

Go to Destiny-->

Add Fines to Student Account

Review Fine/Insurance Policies here. Video for How to Add Fine.

High School: How to add a case fine.

Check-in Damaged iPad

Set the item status to Retired. This will help keep inventory accurate. Damaged iPads aren't returned to us after repair; instead, we receive new units.

Checkout Replacement iPad

The student can setup their replacement iPad using the instructions here and today's BLS Enroll password.

3. In the BLS Web Help Desk

Go to Help Desk-->

Create a new ticket

Here's a reminder for how to create a help ticket.

Put iPad in Bubble Wrap

Bubble wrap sleeves can be provided by your site technician. If the screen is shattered please tape over the broken glass with packing tape and placing in a clear bag before putting in a bubble wrap sleeve (2nd photo).

Have your Client Services tech print off help ticket for broken iPad

Write the Help Desk ticket number with a post-it or tape.

Client Services tech will bring broken iPad downtown to be sent in to Apple

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