iPad Troubleshooting

Problem: Not getting internet

Troubleshoot:

  1. Check ISOL.
    1. Settings > wifi <DVUSDmobile >  > search domains.
    2. Should say so.dvusd.org.
    3. If isol.dvusd.org then iPad is isolated and can’t access internet.      
    4. If locked in ISOL more than hour, hard restart
    5. If hard restart doesn’t work, send info to Mrs. Salameh
  2. Check wifi
    1. Settings > wifi
    2. Should be DVUSDmobile
      1. If Guest (or another) click on wifi name and forget this network.
      2. Choose DVUSDmobile.
      3. If DVUSDmobile, click on wifi name and forget this network. Choose DVUSDmobile again.
  3. Turn off iPad and back on.

Problem: Not able to access Canvas

Troubleshoot:

  1. If online, check URL.
    1. Should read dvusd.instructure.com
  2. Check username and password
    1. Look up in Destiny—search by last name, click edit patron and you’ll see info
  3. If app, delete and reinstall app

Problem: iPad jumpy, not working efficiently

Troubleshoot:

    1. Check number of apps open.
      1. Double-click on home and swipe apps closed
    2. Check storage (Settings > General > Usage) If student is low on storage, nonessential apps need to be deleted.
    3. Check iOS. Updated?
    4. Check Apple ID—user-based?
    5. Look for possible VPN. General > VPN  If you don’t find a VPN here but are still suspicious, have Ms. Salameh check AirWatch to see if other damaging apps are installed.
  • Check supervision. general > about   Underneath name it should say This iPad is supervised by DEER VALLEY USD. If it doesn’t, that iPad was probably exchanged at an Apple Store.
  1. Check DEP (device enrollment program) General > Device Management  Should show MDM Profile/V_2  If it doesn’t, probably another Apple Store exchange.
  2. Check date and time. Sometimes students change date and time to make free game trials last longer.
  3. Remove case screen.
  4. Begin restore and unplug iPad when arrow connects
  5. Have student save all work and restore.

Problem: Frozen screen

Troubleshoot:

  1. Hard restart
  2. Restore

Problem: iPad shuts off without warning and stays off

Troubleshoot:

  1. Hard restart
  2. Was it in the heat? iPad will automatically shut down if it gets too hot. When it cools down it will turn back on.

Problem: iPad won’t turn on

Troubleshoot:

  1. Hard restart
  2. Low battery? Plug in and charge for half hour and then do hard restart again.

Problem: iPad not charging

Troubleshoot:

  1. Plug iPad into school charger
  2. Check charger chord and brick with school iPad

Problem: iPad has unresponsive touchscreen

Troubleshoot:

  1. Try hard restart
  2. Remove case screen.
  3. Clean screen

Problem: iPad apps crash randomly

Troubleshoot:

  1. Make sure iOS is updated
  2. Open App store and update all apps
  3. Mostly happens in Safari? Settings > Safari and tap Clear History and Clear Cookies and Data.

Problem: App won’t install

Troubleshoot:

  1. Check storage (Settings > General > Usage) If student is low on storage, nonessential apps need to be deleted.
  2. Check iOS.
  3. Restart wifi
  4. Will district restrictions allow app? Check specific app to see if it is appropriate.

Problem: iPad is “disabled”

Troubleshoot:

  1. Disable lock in AirWatch
  2. Begin a restore. When restore starts, quickly remove the cord from the computer and close iTunes.
  3. Restore
  4. If iPad has activation lock and owner isn’t around, ask Mrs. Salameh to go into AirWatch.

Problem: iPad is “disabled” and there is no owner (student left school)

Troubleshoot:

  1. Restore
  2. If iPad has activation lock, go into AirWatch. More > Clear activation lock
    1. Sometimes doesn’t work. When that happens, clear activation lock again and use password in red as password for login. Leave username blank.
  3. If none of above works, helpdesk ticket.

Problem: How do I restore iPad?

Troubleshoot:

  1. Delete iCloud account off iPad
  2. Turn off iPad
  3. Open iTunes on Salameh computer
  4. Simultaneously plug iPad into USB port of computer while holding down the iPad home button
  5. When iPad shows arrow connecting to apple, let go of home button
  6. In iTunes, click Restore > Check for Updates > Update and Restore.
  7. When iPad is finished, you may need to click on Set up as new iPad.
  8. Remove iPad from cord and set up for DVUSD.

Problem: Student wants to copy or transfer work and/or pictures to computer.

Troubleshoot:

  1. Must be done at home
  2. Connect iPad to computer via USB
  3. Click on Computer > iPad >

Problem: Student needs to save all work before a restore.

Troubleshoot:

  1. Create iCloud account. Upload everything possible to that.
  2. Create Adobe account for Adobe docs
  3. Create Notability account and accounts for any other apps student uses that hold original work.

Problem: iPad loses battery charge too quickly.

Troubleshoot:

  1. Is it getting too hot? Does case make it too hot, or is student keeping it in car?
  2. Turn on auto-brightness
  3. Turn off feature that allows apps to refresh in the background. Settings > General > Background App Refresh > Turn Off.
  4. Turn off location services. Settings > Privacy > Location Services.
    1. Check each app listed in location services. Apps with an indicator next to the on/off switch have recently used location services. Does student really need that service? If not, choose off.
  5. Turn off app notifications to keep them from waking display screen.
    1. Settings > Notifications. Tap app and set notifications to off.
  6. When student doesn’t need internet, turn on airplane mode.
  7. Turn off Bluetooth when not needing keyboard.
  8. Reduce fetch frequency
    1. Settings > Mail, Contacts, Calendars > Fetch New Data
  9. Turn off Automatic Updates
    1. Settings > iTunes & App Store > Updates
  10. Decrease Auto-Lock time
    1. Settings > General > Auto-Lock
  11. Turn off background motion
    1. Settings > General > Accessibility > Reduce Motion > On
  12. Turn off animated background
    1. Settings > Wallpapers & Brightness. Choose wallpaper that is not Dynamic.
  13. Get rid of Transparency
    1. General > Accessibility > Increase Contrast > Reduce Transparency. Turn this feature on.

Problem: No sound or distorted sound from iPad speaker.

Troubleshoot: Follow these steps and test the sound after each one.

  1. Go to Settings > Sounds and drag the Ringer and Alerts slider to turn the volume up. If you can hear sound from the speaker, then the speaker works. Continue with these steps to find the setting or switch that’s affecting the sound.
  2. If your device has a Ring/Silent switch, make sure it’s set to ring. If you can see orange, it’s set to silent.
  3. Restart.
  4. Open an app that has music or sound effects. Adjust the volume with the volume buttons or the slider in Control Center.
  5. Go to Settings > Bluetooth and turn off Bluetooth.
  6. If there’s still no sound, connect a headset. If you can hear sound through the headset, remove it and clear any dust or debris from the headset jack of your device.
  7. If the device is in a case, make sure that the case doesn’t block the speaker.
  8. Use a brush to gently clear any debris from the speaker and Lightning connector. The brush should be clean and dry and have soft bristles.
  9. Update your device to the latest version of iOS.

Problem: iPad microphone not working.

Troubleshoot:

  1. Test using Siri and mic in earbuds
  2. Have student take home and use vacuum to suck out anything stuck in mic
  3. If that doesn’t work, send iPad to IS&T

Problem: iPad screen shows lines, discoloration, pixel problems.

Troubleshoot:

  1. Hard restart
  2. Restore
  3. Send to IS&T

Problem: iPad screen doesn’t rotate.

Troubleshoot:

  1. Some apps don’t rotate
  2. Check screen orientation setting

Problem: Typing on an iPad is too tedious.

Troubleshoot:

  1. Shortcuts
    1. Double-click creates a period
    2. Hold down letter key to get any special characters available for that letter
    3. Hold down .com button to get .org etc

Problem: iPad mail signature is obnoxious.

Troubleshoot:

  1. Settings > Mail, Contacts & Calendars > Signature (at bottom)

Problem: Bluetooth not working.

Troubleshoot:

  1. Settings > General > Reset > Reset All Settings

Problem: iPad keyboard is lagging.

Troubleshoot:

  1. Try turning off Documents & Data in iCloud. Settings > iCloud > Documents & Data. If everything returns to normal, it should be okay to flip that back on.
  2. Try resetting all settings. To do that, General > Reset > Reset All Settings.

Problem: iPad keyboard is lagging.

Troubleshoot:

  1. Try turning off Documents & Data in iCloud. Settings > iCloud > Documents & Data.

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