Tier 1 iPad Support - Troubleshooting Tips

Basic iPad Fixes

Visit the student iPad FAQ site to resolve basic issues

<--This web clip has been pushed to every student iPad. Please teach them to check there for answers before they come to teachers or Tier 1s.

Teachers can solve these:

Teachers can support students on the steps listed on the iPad FAQ's. Teachers are also source of information for the following:

Digital curriculum
Apple Classroom Setup
Canvas Help
How to set Restrictions in Screen Time
Reset a student's password (teachers have access to do this when needed)

Instructional Technology publishes a blog for help on Classroom issues. Teachers can contact the Tech Coaches for support.

Tier 1s can solve these:

Tier 1s have access to Jamf for the following. If iPad still won't respond, DFU it or leave it for your Site Tech to troubleshoot.

JAMF Reset
Clear Passcode
Clear Restrictions
Clear Pending Apps & Update Inventory
Find an iPad
Process a Broken / Dysfunctional iPad
Unlock an Activation Locked iPad (Activation Lock is now disabled by Jamf Pro)
Unable to close TestNav (Stuck on Login Screen)
Check Restrictions on iPad (Saved Search in JAMF, the restrictions could be left off accidentally from getting an iPad out of being stuck in TestNav. This list help identify these iPads.)
Managed Apple IDs (Used for Apple Classroom, Books, iPad backups. Every student should be signed in with their ID)
Reset student passwords (when the student doesn't remember their password they set. This mainly applies to secondary students.)
Removing Jamf Parent restrictions

<--Be sure to follow the 'Tier 1 Support' group on Teams. The most timely answers and tips are found by asking your team!

The Teams app can be downloaded from Self Service.

Ethernet dongle

If an iPad won't come out of Lost Mode or a student forgot their passcode and the iPad isn't on wi-fi (because its been rebooted) you can use the ethernet dongle to ATTEMPT to get the iPad to accept commands from Jamf using the wired network. Every school should have been provided one of these adapters.

To be clear, this does not always work. Sometimes it seems to work better if the adapter is plugged in to power with a Lightning cord and power brick. Sometimes you have to disconnect and reconnect the dongle to the iPad. Sometimes you have to send a lot of blank pushes in Jamf for the commands to go through.

We would recommend keeping this dongle in a well-known location so that if you need to call the Help Desk, we can also try and assist. This is especially true for times that the school's Tier 1 is out.

Work with your Client Services tech on establishing a place this can be kept (perhaps plugged into your desk phone?).

Example shown. Yours may look different.

When all else fails you can: DFU the iPad

Why would I DFU an iPad?

None of the steps above have worked
Student forgot their passcode and is disconnected from wifi
Lost Mode was enabled but iPad is now disconnected from wifi

We want to support you! Don't spend tons of time trying to solve a tricky iPad.

Leave it for your Client Services tech, create a Help Desk ticket or call the Help Desk at x1200.

Identifying iPad models

Use this guide to help you quickly identify the various iPad models by their model numbers which can be found on the back, towards the bottom of the device. They always start with "A" and a four digit number.

iPad model guide.pdf

Google & Apple status pages

Sometimes the problem isn't with the iPad at all. If you are getting a lot of reports about the same issue you can check in on Teams to see what we know or check the some common dashboards to see if there is a known issue.