Including: Repairing, Replacing, and Reporting (missing/stolen)Β
Please note:
Our forms are being streamlined and updated. Currently, all requests for an IEP-Driven tech support request (regardless of the type of device) should be submitted at the link below. These include device glitches, app issues and redeployment request, installation of apps for replaced devices, etc. This will replace all previous Tech Support forms.Β
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*Please note that the use of this form may be temporary as we transition our processes. Please keep an eye on this page for updates. We appreciate your flexibility and patience as we streamline our systems.
All broken laptop and iPad devices must start with a DIIT Support Hub Ticket, regardless of warranty status.
π The system includes a warranty check via the ticket form or the Eureka chatbot (bottom right corner).
π§ If the device is out of warranty or the form is incomplete, DIIT will email next steps.Β
NOTE: If this email is received with instruction about purchasing, use of Apple or another anomalous message, please email us at CattechSupport@schools.nyc.gov
π A step-by-step guide, FAQs, and helpful links are posted below.
β οΈ Note: The Miscellaneous Item Request process has changed. Use the links below, this replaces the previous method.Β
Check back for updates as we continue to streamline our systems.
π Lost Device:
School staff must submit a DIIT Service Desk ticket
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.
π 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
File a report with your local police precinct.
Use NYPD Online Reporting if available, or visit the precinct in person.
Send the docket number to the Central AT Team to update our records.
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For a replacement device, the school-based team must complete the AT Equipment Request Form.
π 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.
π€·πΌ 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.
π± Screen Protectors:
Not provided at this time with new or replaced requests. Individual requests may be available at this link.
π 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.
π§ Non-iPad Device Repairs β 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
π» Laptop/Chromebook Issues
Obtain a ticket from NYC DIIT: Helpdesk Portal
Or call DIIT directly: (718) 935-5100
A technician will follow up to assess and repair or replace the device.
π LAMP Bilingual Options Missing?
Use this PDF guide
π« Hide Safari or Other Apps:
Go to:
Settings β Screen Time β Content & Privacy Restrictions β Allowed Apps β Toggle Off Safari
Utilize Guided Access
Consider Kiosk Mode from Central AT Team (email above).Β
π» 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.
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π Locked Out of App Editing?
Use override codes below to unlock:
Proloquo2Go: vygh-phi-rhy-mo
TouchChat: 72584556
TD Snap: 0520
LAMP WFL:
Settings β LAMP Words for Life β Disable "Use Menu Code"
π 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.
First refer to this sheet to find the designated CSE liaison to reach out to.Β Β
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.