Remote Learning Technical Support for Families

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.

Request for a loaner iPad for remote learning

• Remote Learning Device Request Form

• Getting Started with Your iPad

• 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) 

  • • Apps that are currently available and pending approval  

iPad or App Fixes

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.

Troubleshooting

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

1. Go to the Settings app.

2. Locate the Wi-Fi menu on the left.

3. Tap the Wi-Fi button to turn it off (it should be gray).

4. Open your browser and go to google.com

5. If you can connect to google.com, you are connected to the internet.

6. Turn Wi-Fi back on.

Turn Airplane mode on for 15 seconds

Turning on Airplane Mode and then turning it off again will reset your internet connection.

1. Tap the Settings app.

2. Find the Airplane Mode button.

3. Turn Airplane Mode on (the button will turn green) and leave it on for 15 seconds.

4. 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).

5. Test your connection by opening your browser and going to www.schools.nyc.gov.

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:

1. Open the Settings app.

2. Tap General, located on the left hand side of the Settings menu.

3. Tap Reset.

4. Tap Erase All Content and Settings.

5. 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:

1. Select your language and country (you must select the United States).

2. Choose Set up Manually.

3. Select a WiFi network (if you don’t have WiFi, scroll to the bottom of the list and tap Use Cellular Connection).

4. Give the iPad a few minutes to activate and configure.

5. The screen will say Remote Management. When this happens, tap Next in the upper right corner.

6. You will see a message saying Installing Configuration from the NYC Department of Education.

7. Allow 30-40 minutes for all applications to download and refresh.

8. 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, if the device need to be replaced, you will have to bring the device to your child's school.

iPad SIM is Locked (PUK)

If you are receiving a message that says PUK is locked, contact your school. Schools can call T-Mobile to request support. 

Source: https://www.schools.nyc.gov/learning/learn-at-home/technical-tools-and-support/ipads-and-laptops/ipad-fixes 

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

(Open external link)

. 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.