iPad or App Fixes

The DOE has loaned internet-enabled iPads to students across New York City for remote learning.

Broken iPads and other Devices

Please be sure students treat the iPad loaned to them with care, keeping it in the case and making sure it is used for remote and blended learning only. Students should not eat or drink while using it, and should be very careful when transporting it so it does not crack or break.

If your student's device is broken and none of the troubleshooting helps, please bring the device, along with all the power cords and chargers, to your child's school. You can speak to the principal, parent coordinator, or technology teacher. They will help arrange for the device to be fixed or replaced, and may be able to loan your student an alternate device. 


If you have an iPad that was loaned to you by the DOE (not your school) and it won't connect to the internet, or some apps are grayed out, there are a few things you can try:

Turn Wi-Fi off

  1. Go to the Settings app.
  2. Locate the Wi-Fi menu on the left.
  3. Tap the Wi-Fi button to turn it off (it should be gray).
  4. Open your browser and go to google.com.
  5. If you can connect to google.com, you are connected to the internet.
  6. Turn Wi-Fi back on.

Turn Airplane mode on for 15 seconds

Turning on Airplane Mode and then turning it off again will reset your internet connection.

  1. Tap the Settings app.
  2. Find the Airplane Mode button.
  3. Turn Airplane Mode on (the button will turn green) and leave it on for 15 seconds.
  4. Turn Airplane Mode off and wait until the iPad reconnects to the internet (you will see the connected icon in the top right of your home screen).
  5. Test your connection by opening your browser and going to www.schools.nyc.gov.

Erase all content and settings

If you have tried all the above troubleshooting steps and still cannot connect your iPad to the internet, you can try to reset your iPad by erasing all content and settings. Important: do not erase your data plan. Here’s how to do this:

  1. Open the Settings app.
  2. Tap General, located on the left hand side of the Settings menu.
  3. Tap Reset.
  4. Tap Erase All Content and Settings.
  5. Allow your iPad to reset.

After you have erased all content and settings

Once your iPad is reset, you will be prompted to set it up again. When following the prompts:

  1. Select your language and country (you must select the United States).
  2. Choose Set up Manually.
  3. Select a WiFi network (if you don’t have WiFi, scroll to the bottom of the list and tap Use Cellular Connection).
  4. Give the iPad a few minutes to activate and configure.
  5. The screen will say Remote Management. When this happens, tap Next in the upper right corner.
  6. You will see a message saying Installing Configuration from the NYC Department of Education.
  7. Allow 30-40 minutes for all applications to download and refresh.
  8. Test your internet connection by going to www.schools.nyc.gov.

Request technical support

If you tried all of the above steps and your iPad still won't connect to the internet, visit the SupportHub to fill out a request for help, or call the help desk at 718-935-5100, option 5.

iPad SIM is Locked (PUK)

If you are receiving a message that says PUK is locked, contact your school. Schools can call T-Mobile to request support.