iPad Troubleshooting and How to Guides

IPAD TROUBLESHOOTING HOW TO GUIDES AND SYSTEM STATUS LINKS

TEMPERED GLASS REPAIRS, CASE DAMAGE OR TECH ISSUES

At this time, due to COVID-19 and eventual replacement of Fall 2020 8th and 9th grade iPads, we are replacing tempered glass on an "as needed" basis, if the iPad tempered glass is chipped or broken where it is causing touch or visual issues for your child or the iPad no longer stays secure in its case due to damage, then it will be replaced. Otherwise, we are asking that you wait until we distribute devices to these students. Grades 4th - 7th can come to Services to get their tempered glass and case upgraded to the new Logi Keyboard case. Your insurance will still cover the repair, if applicable. If your device has a shattered screen, technical issue, is not charging or other damage that makes the device unusable, email Help Desk for additional directions and evaluation.

Email: helpdesk@troy.k12.mi.us

ADDITIONAL IPAD "HOW TO" INSTRUCTION GUIDES

ADDITIONAL IPAD "HOW TO" INSTRUCTION GUIDES

Tech Help

The TSD Technology Help Desk is available from 7am - 3pm, Monday - Friday. Please allow up to 30 minutes for calls to be returned. For quicker service, contact the Help Desk via email at HelpDesk@troy.k12.mi.us.

If you are having difficulty getting on the internet on your student iPad, logging into SeeSaw or Schoology, locate the tab for troubleshooting steps. Note: The web filter expires every 8 hours, so you will have to log back in after this time. Go to Safari and block.troy.k12.mi.us to login or find the Home app (has TSD logo) on your iPad.

Help Desk is experiencing a large volume of calls, we are requesting that you follow the steps within the tabs above for troubleshooting. If you continue to have issues, please contact us at helpdesk@troy.k12.mi.us

How to Connect to Wifi/Web Filters

Reset Network Settings for Troubleshooting Connecting Wifi at Home & SeeSaw Login

We have added an easy-to-reconnect app to the iPad homescreen. Look for the TSD logo app, this will take you to the block.troy.k12.mi.us page to login.

Another way to troubleshoot your iPad wifi connection is to Reset the Network Settings. Follow the steps below to reset. This can be done at school or home to re-establish your wifi connection. The video below also visually demonstrates another method of troubleshooting.

Reminder all student iPads have filtered internet access. This filter provides the same protection at home as it does at school. If you are tying to log into Clever, make sure that you are logging in using LOGIN FOR LDAP.

How to Troubleshoot Your iPad Wifi Connection from Home

How to Troubleshoot Your iPad Wifi Connection from Home

Instructions: (For a printer version, see the image below instructions)

Step 1: Click the Settings app on the iPad.

Step 2: Scroll down in Settings on the left-side menu and select General. Scroll down on the right-side to the bottom and select Reset.

Step 3: Select Reset Network Settings from the right-side menu.

Step 4: Click Reset when prompted.

Step 5: The Apple Logo will appear on the screen with a progress bar.

Step 6: Go back to the Home Screen and select the Settings app.

Step 7: Click Wifi from the left-side, then, select your home Network from the list on the right-side.

Step 8: Type your home network Password in the available window.

Step 9: Go back the Home Screen and select the Safari app. Type block.troy.k12.mi.us in the address field.

Step 10: The OneTroy filter window will open. Type your district Username and Password. Click OK.

You should now have access to Safari and the App Portal

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How to Clear the iPad Cache

Clearing Website Data/Cache (if you have tried to Reset your network and it is still not working)

If you are experiencing issue connecting after , but was able to do that in the past, it may be that your browsing history needs to be cleared. This is a good first step to troubleshooting your iPad connection from home or at school.

Instructions: (For a printer version, see the image below instructions)

Step 1: Click the Settings app on the iPad.

Step 2: Scroll down in Settings on the left-side menu and select Safari. Scroll down on the right-side to the bottom and select Clear History and Website Data.

Step 3: Search for one of the following: notpurple.com, espn.com or amazon.com. If you are not able to see the page, then you will need to log into the filter.

Step 5: Type your district username and password

Step 6: Click OK

Step 7: It can take up to 5 minutes for the filter and cache to clear to gain access, so be patient.

If you still have issues after resetting, contact the Help Desk at helpdesk@troy.k12.mi.us or (248) 823-5092.

First page of the PDF file: HOWTOCLEARIPADBROWSINGHISTORYATHOMETUTORIAL031520a

How to Troubleshoot See Saw Login Issues

Troubleshooting Schoology

Troubleshooting Schoology:

If you are unable to connect to Schoology, please check the following:

Check your Wifi connection/signal
Login using your email address and password
If you are unable to use the app, try opening Safari and navigating to: https://troyschools.schoology.com/
If you are still experiencing issues, try Resetting Your Network Settings. Click for instructions

How to check the status of Schoology (is the site stable or down):

To check the status of Schoology to see if the Application is good or down, click this link:https://status.schoology.com

How to Log into Schoology on the iPad

HOW TO KEEP YOUR IPAD CLEAN

It is a good idea to keep your iPad clean, especially if it is being touched by multiple people in the home.

Our recommendations are:

Spray cleaner onto a soft cloth or paper towel, then wipe the iPad screen and case.
Use a disinfectant wipe on the screen and case, then let air dry. Wipe any residue with soft cloth

Do not spray cleaner directly onto the iPad, as it may get under the tempered glass or into the home button. When cleaning with your disinfecting wipes, avoid getting liquid in the ports. Even if most phones are now water resistant, it may cause damage. Avoid abrasive cleansers or harsh chemicals.

How to Download Zoom on the iPad

How to Install Zoom on the iPad

Zoom is available in the App Portal. If you do not have access to the App Portal, follow the steps in How to Connect to Wifi/Web Filter. If the app refuses to install, please contact the Help Desk to have them manually push the app to your iPad. ZOOM can also be accessed online at https://troyk12mi.zoom.us/join.

Helpdesk@troy.k12.mi.us or (248) 823-5092

HOW TO ADD TSD EMAIL ACCOUNT TO YOUR IPAD

Instructions: (For a printer version, see the image below instructions)

Step 1: Click the Settings app on the iPad.

Step 2: Scroll down in Settings on the left-side menu and select Passwords & Accounts Scroll down on the right-side to the bottom and select Add Account.

Step 3: Select Microsoft Exchange.

Step 4: Type your district email address and click Next. The description field will auto-fill.

Step 5: Click Sign-in.

Step 6: Type your password and click Save.

Step 7: Your email account has now been added to the blue Mail App on the iPad for easy access from the home screen.

Step 8: Click the home button and mail app to give it a try.

Reminder that students can not sent or receive to/from external email addresses, such as gmail, yahoo, att, hotmail, etc....

First page of the PDF file: HOW TO ADD YOUR TSD EMAIL TO YOUR IPAD 2020-2021

Accessibility Technology Resources

HOW TO UNDO A DISABLED IPAD

HOW TO FIND A STUDENT USERNAME AND PASSWORD

HOW TO BACKUP TO ICLOUD AND ONEDRIVE

HOW TO ACCESS EMAIL OR ONEDRIVE WITH OFFICE 365

HOW TO MANAGE AN OFFICE 365 TEAM

HOW TO CREATE A SHAREPOINT LIBRARY

Green - Stable, Yellow - Delays, Orange - Unstable, Red - Site is Down

Click link below each button below to subscribe to status reports.

ZOOM APP STATUS

HOW TO FIND STUDENT USERNAME / PASSWORD IN POWERSCHOOL

HOW TO RESTORE A DISABLED/ FORGOTTEN PASSCODE

SCHOOLOGY STATUS

H OW STUDENTS LOG ON TO SCHOOLOGY (SCREEN SHOTS)

HOW STUDENTS LOG ON TO SCHOOLOGY USING BROWSER (SHORT VIDEO)

TSD SYSTEM STATUS

H OW STUDENTS LOG ON TO SCHOOLOGY USING APP (SHORT VIDEO)

HOW TO BACK UP A STAFF OR STUDENT IPAD TO ICLOUD OR ONEDRIVE

POWERSCHOOL STATUS

H OW SECONDARY STUDENTS JOIN ZOOM IN SCHOOLOGY

HOW TO SET UP/ ACCESS AN EMAIL ACCOUNT ON AN IPAD

TSD System Status Notes

Schoology Alert Status - LINK

SCHOOLOGY is actively monitoring an unprecedented, rapid increase in concurrent users on their server. They have taken a number of steps to improve stability and have proactively added significant additional capacity. During this time, a very small percentage of users may occasionally experience intermittent page loading errors. Refreshing the page should resolve most issue.

Subscribe to Schoology Alerts at https://status.schoology.com/

If you need additional tech support - please email us at helpdesk@troy.k12.mi.us

TEMPERED GLASS REPAIRS, CASE DAMAGE OR TECH ISSUES

Email: helpdesk@troy.k12.mi.us

Green - Stable, Yellow - Delays, Orange - Unstable, Red - Site is Down

HOW SECONDARY STUDENTS JOIN ZOOM IN SCHOOLOGY

H OW SECONDARY STUDENTS JOIN ZOOM IN SCHOOLOGY