The DOE is launching a family-facing Remote Learning Technical Support ticket system. Families (or someone on their behalf) can submit requests for technical support for a broad range of issues, including application support, lost, stolen, or broken devices, and delivery status, through the Technical Support for Families page. Note that when families select a topic and issue in the ticket submission form, the form will automatically list common resolutions to technical support problems; if the suggested resolutions do not resolve the family’s issue, they can continue to submit a tech support ticket by completing the form.
How to Sign up & SiGN IN for DOE Microsoft and Google Accounts
Note: This is only for schools who does not have a Microsoft/GSuite domain
@nycstudents.net is meant to be used with @schools.nyc.gov meaning students with accounts ending with @nycstudents.net cannot access files created by other domains (as of 3/27/2020)
Microsoft Office 365 Learning Tools for NYCDOE Students
Sign in to Office.com with their @nycstudents.net account
Immersive Reader (Student)
Multi-lingual learners
Information from https://www.schools.nyc.gov/learn-at-home/information-on-remote-learningHow can I change the language on my device to my preferred language?
You can change the default language and settings to a preferred language on most computers, phones, and tablets. This option is commonly found under the “Settings” section of your device.
How can I translate online content into another language?
Google Translate is a free, online application available on most devices. It can also be used without internet connection once downloaded onto your device. Google Translate can be used to translate text, handwriting, speech, and websites in over 100 different languages.
Follow these directions to download Google Translate:
On your computer, install the Google Chrome web browser if you have not already. Google Chrome includes the Google Translate feature.
For iPhones and iPads, download the Google Translate app from the app store
For Android devices, download the Google Translate app on Google Play (link does not work on DOE server)
Accessibility Across All Devices- Quick Guides
Request for a loaner iPad for remote learning
If you have already sent a request and have not heard back, please contact your child's school principal or assistant principal.
STUDENTS: If you need an educational app that is not on your iPad, ask your principal or teacher to email remotelearning@schools.nyc.gov and request the app. Tell them to include “iPad App” in the subject line. (Source: https://www.schools.nyc.gov/learn-at-home/ipad-distribution/getting-started-with-your-ipad)
The DOE has loaned internet-enabled iPads to students across New York City for remote learning.
Broken iPads
If your iPad is damaged or won't turn on, you must bring the iPad to your child's school.
Use Find a School to get the contacts at the school. The school will arrange for the broken device to be picked up and a replacement device to be dropped off for your student.
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:
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.
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.
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.
If you tried all of the above steps and your iPad still won't connect to the internet, submit a ticket for technical support, if the device need to be replaced, you will have to bring the device to your child's school.
If you are receiving a message that says PUK is locked, contact your school. Schools can call T-Mobile to request support.
AT&T, Verizon, T-Mobile, Sprint and Comcast have announced additional services during the coronavirus outbreak, such as the removal of data caps and waiver of late fees. Students should check with their individual carriers for these arrangements. https://www.cnet.com/news/carriers-are-suspending-internet-data-caps-during-coronavirus/
The Federal Communications Commission (FCC) has launched a short-term Emergency Broadband Benefit (EBB) program, which provides broadband internet service for eligible New York City households, at a reduced cost, during the COVID-19 pandemic.
All families with a student enrolled in a DOE school or program are eligible for this benefit. Families can confirm their eligibility, apply for the program, and find participating broadband providers via the USAC website
. There are two types of benefits available to eligible households:
Monthly Benefit: A discount of up to $50/month for broadband service, equipment, and device rentals; or
One-time Device Discount: A one-time discount of up to $100 for a laptop, tablet, or desktop computer (with a co-payment of $10 - $50), where available.
For questions and support, schools and families should email EBBHelp@usac.org
(Open external link)
or call (833) 511-0311.