Device Support: Repair, Replacement and Tech Support

🛠️ Lost AT Equipment Procedures

📍 Lost Device:

1. School staff must submit a DIIT Service Desk ticket

2. Send the ticket number to the Central AT Team to update the student record

If a student needs a replacement device, the school-based team must complete the AT Equipment Request Form.

📅 After submitting the form, the administrator in charge of special education, whose email must be entered accurately on the form, will be notified automatically to review and approve the request.

Source: https://www.schools.nyc.gov/learning/digital-learning/ipads-and-laptops/lost-or-stolen-ipads

For Stolen AT Equipment Procedures

1. File a report with your local police precinct.

2. Use NYPD Online Reporting if available, or visit the precinct in person.

3. Send the docket number to the Central AT Team to update our records.
    

For a replacement device, the school-based team must complete the AT Equipment Request Form.

📅 After submitting the form, the administrator, school psychologist, ASE, SBST etc. whose email must be entered accurately on the form, will be notified automatically to review and approve the request.

 Repair & Replacement FAQs

🤷🏼 Technology SPOC (Single Point of Contact) Lookup

Please use this link (Technology SPOC (Single Point of Contact) Contact List) to find your organizations SPOC for assistance with devices already at your school, and any school based device management or disposal policies.

📱 Screen Protectors:
Not provided at this time with new or replaced requests. Individual requests may be available at this link.

🚔 Police Report Requirement

• Stolen Device: Required. File a report via NYPD Online Police Report Link. See Stolen Devices on this page.

• Lost Device: No report needed. Please confirm with family and staff before submitting a replacement request.

🔧 Non-iPad Device Repairs – Manufacturer Contacts

• Tobii Dynavox: 1-800-344-1778 (Option 1) | Live Chat

• PRC/Saltillo: 800-262-1984

• Attainment Co.: 1-800-327-4269

• AbleNet Inc.: 1-800-322-0956 | Live Chat

• Logan Tech: 1-866-962-0966 | Live Chat

💻 Laptop/Chromebook Issues

1. Obtain a ticket from NYC DIIT: Helpdesk Portal
   Or call DIIT directly: (718) 935-5100

2. A technician will follow up to assess and repair or replace the device.

📱 iPad Tech Support FAQs

🌐 LAMP Bilingual Options Missing?
Use this PDF guide

🚫 Hide Safari or Other Apps:
Go to:
Settings → Screen Time → Content & Privacy Restrictions → Allowed Apps → Toggle Off Safari
Utilize Guided Access

Consider Kiosk Mode from Central AT Team (email above). 

💻 Laptop/Chromebook Issues

SPOC (Single Point of Contact): "SPOC" is an acronym for Single Point of Contact. The "SPOC" or a designated backup manages a school's technology eg Google Admin and website administrator, computer inventory, and provides tech support assistance.

🔒 Locked Out of App Editing?
Use override codes below to unlock:

• Proloquo2Go: vygh-phi-rhy-mo

• TouchChat: 72584556

• TD Snap: 0520

• LAMP WFL:
  Settings → LAMP Words for Life → Disable "Use Menu Code"

🔐 Guided Access Code Unknown?
Let the iPad power down completely, or try to hard reset to disable.
Suggested standard code: 400175 (document in SESIS).

AT equipment for a student under the CSE is managed by the CSE office.

1. First refer to this sheet to find the designated CSE liaison to reach out to.  

2. If unresolved by the designated CSE liaison, reach out to Kesha Ali, CSE Manager (Email: kali7@schools.nyc.gov / Phone: 212-342-8446 on Mon, Tues, Thurs, Fri / Alternate Office Phone: 212-374-2474 on Wed / Work Cell: 929-545-4705)

The comment section is available below but we ask that you come to office hours (twice a week), or email our team for student specific questions, unrelated to the content or function of this page. Thank you.