iPad Troubleshooting - Internet Help

IPad Troubleshooting

Please visit the Getting Started with Your iPad(Open external link) page to see the most up to date instructions for parents,

Double check that the iPad is connected to the internet. 

All DOE iPads should come internet ready. If, however, for some reason the iPad is not connecting to the internet, help the student do the following:

  1.     Go to the Settings app.
  2.     Select Cellular.
  3.     Turn on Cellular Data.
  4.     Tap Cellular Data Options.
  5.     Verify that LTE and data roaming are turned on. 


settings image


Video: Troubleshooting Connectivity Problems with NYCDOE Issued iPads


Help them sign into applications with the correct username and password. 

  • For all Microsoft applications, students should sign in with their DOE student account. If they don’t know their account info, here’s how to help them find it(Open external link)
  • For all Google or G Suite applications, students should also sign in with their DOE student account. However, if your school has an existing G Suite program, and you already provisioned G Suite accounts for students, students should sign in with those account credentials.

Turn off the Google passcode requirement. 

Some iPads are asking students to set a passcode for their device. This is because your school's G Suite has a policy that mandates that all devices have a passcode. You will need to turn off this setting. To turn it off, reach out to your school’s Google Admin and ask them to turn off the passcode requirement (you can share with them Google’s Set password requirements for managed mobile devices support(Open external link) article, if needed). If you don’t know who your Google Admin is, call the DOE Service Desk at 718-935-5100. They can provide you with this information.

Erase All Content and Settings

If you have tried everything else and cannot fix issues with applications or severed/limited internet connectivity for an iPad, you can use the Erase all Content and Settings option, which is will put the iPad back to its original settings.

To do that:

  • Tap Settings from the home screen
  • On the left hand side of the settings menu, tap General
  • Tap Reset
  • Then find and tap Erase All Content and Settings
  • You will see the prompt Erase iPad – this will delete all media and data and reset all settings
  • Tap Erase and wait for the IPad to reset

Once the iPad resets:

  • Select your language
  • Tap United States
  • Tap Set up Manually at the bottom on the screen 
  • To Use the DOE Cellular Connection, go to bottom of the list and select Use Cellular Connection


  • To Use Wifi: (If you have your own Wifi, you can select WiFi and choose your SSID to connect to your home Wifi.),


  • Give the iPad a few minutes to activate and configure
  • When the screen says Remote Management, tap Next in the upper right corner
  • You will then see the message Installing Configuration from the NYC Department of Education
  • [for DOE Cellular Connection] Allow 40-60 minutes for all the applications to download and refresh on cellular connection.  This process can take longer than an hour, so be patient.


  • [for Wifi Connections] Allow 15-20 minutes for all the applications to download and refresh if you are using a Wifi connection


  • That is it, you should be all set!


Source:  https://infohub.nyced.org/school-year-2020-21/teach-from-home/support-students-with-doe-ipads



Getting Started with Your iPad

The DOE has loaned internet-enabled iPads to students across New York City for remote learning. Here you will find information on how to get started with your iPad, and how to troubleshoot connectivity issues.

Fix Problems with Internet Connectivity

All DOE loaned iPads come with internet. However, if you are unable to connect to the internet, or cannot access certain websites, there are a few things you can try.


Sign into the Learn at Home App

To get ready for the first day of school, make connecting to learning and support much easier for your child (and you, too!), and allow you to get notifications on the iPad:

  1.     Find the Learn at Home icon on the main screen on the iPad
  2.     Log in using your @nycstudents.net account (only use the student’s username and password, no need to include @nycstudents to log in)
  3.     From the Learn at Home app your child can access TeachHub, Google Classroom and get help.

Enable Your iPad as a Hotspot

All centrally DOE-loaned iPads are now hotspots. This means other devices can connect to your iPad’s internet connection, for remote learning. To enable your hotspot:

  1.     Go to Settings.
  2.     Find Personal Hotspot and click to take you to the login screen
  3.     Select Allow Others to Join.
  4.     Devices other students in your house are using for remote learning can be added to that connection.
  5.     As a reminder, the hotspot connection is to be used only for remote learning activities. Any unauthorized use is strictly prohibited.

Available Apps

See the full list of apps that have been added to the iPads.

You will not be able to access the app store or download any additional apps. If there is an app you need, talk to your teacher or principal. 

Signing In to Apps

  • For all Microsoft apps, you should sign in with your DOE student account.
  • For all Google or G Suite apps, sign in with your DOE student account or the Google address your school may have given you already.
  • You cannot use your personal Apple ID. Your iPad is for educational--not personal--use only.

Using Multiple Accounts in Google Classroom

You can switch between your @nycstudents.net account and your school-specific G Suite domain account in Google Classroom. Here's how:

  1. Open the Google Classroom app.
  2. Sign in with one of your two accounts.
  3. If you sign in with your @nycstudents.net account first, you will be prompted to verify your account credentials. Please follow all prompts.
  4. Once you successfully sign into Google Classroom, you will see a colored circle with your first initial in the upper right corner. Click on the circle.
  5. Click Add another account.
  6. Enter account credentials for your second account. 

Technical Support

  • Fill out the Technical Support for Families form
  • Call the DOE Service Desk at 718-935-5100.
  • Call AppleCare Support for the NYCDOE
    • ONLY call to ask about setting up your iPad once you receive the device. Do not call to check on the status of your device request. See iPad Distribution for information and timelines around devices. 1-800-919-2775. When prompted, enter the PIN: 692363 (NYCDOE). 




Source : https://www.schools.nyc.gov/learning/learn-at-home/technical-tools-and-support/getting-started-with-your-ipad