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.

Use Jamf Reset to erase the iPad so it is on the "Hello" screen

Instructions can be found here.

2. In Destiny

Go to Destiny-->

Add Fines to Student Account

Video explaining how to add fines.

Repair costs have changed to reflect what we pay. As these prices can change, we are not posting them on our public documentation. As of September 2026, a 9th gen iPad repair costs $299 and a A16 repair is $379.

If another student damages the iPad, the device must be checked out to the student responsible for the damage. This ensures that when the fine is paid, it is correctly applied to the appropriate device. Please also add notes in Destiny whenever possible to document the situation.

Check-in Damaged iPad

Set the item status to Retired. This will help keep inventory accurate.

Checkout Replacement iPad

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

3. In Web Help Desk

Go to Help Desk-->

Create a new ticket

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

Place the iPad in Bubble Wrap

Bubble wrap sleeves can be provided by your IT tech. 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).