wifi haiku missing apps email google docs missing equipment broken ipad printer issue

Troubleshooting Guide

iPad 1:1 Program 2014-2015

WiFi

Haiku

Missing Apps

Email

Google Docs

Missing Equipment

Broken iPad

Printer Issue

WIFI PROBLEM

ACCESS DENIED ERROR AT LOGIN SCREEN

1. First try to use the same password and username (Username should be your ID number) and log into a desktop computer.

a) If you cannot log into a computer contact Media Staff or assistance

2. If you can log in successfully, change your password by hitting ALT CTRL DELETE and choosing change password.

3. After that try to log back into the internet on your iPad with the New Password

4. After that, if you still get the Access Denied error let a Media Staff member or teacher know and put in a Help Ticket on the computer or from a classmates iPad.

Last Updated 9/19/14

LOGIN SCREEN TURNS WHITE BUT IPAD IS NOT CONNECTED TO THE

INTERNET

1. Turn the iPad completely off (Not just on standby or asleep) by holding the top power button in and sliding the button to off. a) Wait for 1 minute. Turn the iPad back on

and try again.

2. If that does not work - double-click the home button and close all open apps by swiping them up. Repeat step 1.


I HAVE TO LOG INTO THE INTERNET EVERY DAY

1. This is normal. When prompted, save your log-in information, at least you won’t have to retype the password each day.


I HAVE TO LOG INTO THE INTERNET MULTIPLE TIMES DURING THE SAME

DAY.

1. This will happen when you lose connection to the internet, usually as you move between areas of the building.

2. No fix for this; if it doesn’t reconnect when you get to class, try moving to a different area in the room. Last Updated

9/19/14

HAIKU PROBLEM

MY ACCOUNT DOES NOT EXIST IN HAIKU.

1. Put in a Help Desk ticket

2. Ask to be put into Haiku, include your first and last name, and your email address.

3. Please let your teacher knowLast Updated 9/19/14

I FORGOT MY HAIKU PASSWORD.

1. This is the same password you used to log onto the computers at school, school WiFi and your school email.a) Be sure you are clicking “Sign in with

Google Apps” and choose the students.d300.org account, NOT “Sign in with your Haiku account.”

b) If it still doesn’t work, let your teacher know, and put in a ticket through the Help app.


MISSING APPS

I DO NOT HAVE THE APPS MY CLASSMATES HAVE

1. Check to make sure you are connected to the internet by opening a web page you have never gone to before, like www.cnn.com

2. Go to Settings > iTunes and App Store and check that you are signed into the App store through your school account and not your personal account.

3. Go into Settings > iTunes and App Store, > Automatic Downloads is ON (green) for Apps.

4. Check your email for 2 messages from Meraki - one from VPP T&L and another from VPP (your school). Click the link in each one to accept the invitation (even if you have already done this).

5. If you have deleted or cannot find the emails please put in a HelpDesk ticket.

6. Go to the App Store and search for the app you need. If the download icon is there, download the app directly. If a price is listed, Let a Media Staff member or teacher know and submit a ticket through the Help app.

7. Check your email for a message from the Helpdesk and reply


http://www.cnn.com/

I CANNOT GET APPS I PREVIOUSLY DOWNLOADED

1. Go to Settings > iTunes and App Store and make sure you are signed into the App store with the account that purchased or downloaded the app.

2. If you are not logged in with the correct account, click the email address of the account shown and choose “Log out of this account”. Then log back in with the correct account.

3. Once you are logged into the App Store under the correct account, tap the “Purchased” icon at the bottom of the screen. This will show all your previously purchased apps, which can be downloaded from this screen for free.


EMAIL PROBLEM

I DID NOT RECEIVE AN IMPORTANT EMAIL

1. Wait 5 minutes for the email to come, especially if there are many attachments on the email.

2. Check and make sure you are connected to the internet.

3. Open the Mail App, then refresh the screen by dragging down from the top of the screen. Repeat a few times.

4. Check with the sender to make sure the email was sent to your correct email address (Was everything spelled correctly?)

5. Check your Spam/Junk folder. Click on the Spam and Junk folders to check if it was delivered here by mistake.

6. Check your email from Safari or Chrome instead of the Mail app

7. Have a classmate or teacher send you an email. If you receive it, have the sender resend the lost email.

8. If none of these steps works, Let a Media Staff member or teacher know and then submit a ticket through the Help app.


I CANNOT LOG INTO EMAIL; IT SAYS MY PASSWORD IS

INCORRECT1. Your email password is the same as your school wifi, google,

and computer password. Try logging in again with the correct password.

2. Log in to a school desktop computer with your ID number and your email password.a) If this works, change your password by hitting ALT-CTRL-Delete. b) Log out of the desktop computer.c) Now try to log into your email on your iPad with the new password

(it may take 5 mins to sync the new password).

3. If you cannot log into a desktop or the password change doesn’t work, Work with a Media Staff member or teacher and put in a ticket using the Help app.


WHAT IS MY SCHOOL EMAIL ADDRESS?

1. Your email address for school is [email protected] for example, John Smith’s email is [email protected].

– Check to make sure you are including the S in “students” and the periods in the correct places.


mailto:[email protected]



I AM A NEW STUDENT

AND MAY NOT HAVE AN EMAIL ADDRESS

1. Ask your teacher to request you be set up for the class.


GOOGLE DRIVE PROBLEM

I DID NOT GET A DOCUMENT THAT WAS SHARED TO ME

1. If this is a large file or has many collaborators, wait 5 minutes for the

file to appear

2. Check to make sure you are connected to the internet by going to a web page you don’t normally visit, like www.cnn.com

3. Check to make sure you are in your “Shared with me” folder, not your “My Documents” foldera) If you are using the newest version of Drive you may not have

“Shared with me”. Look for the “Incoming” folder instead.

4. Use the search bar in your shared folder to search for the file by name.

5. Ask the owner to check the Share settings of the document and check that you are listed and that your email address is spelled correctly.


http://www.cnn.com/

I CAN’T LOG IN TO GOOGLE DRIVE

1. Your email password is the same as your school wifi, google, and computer password. Try logging in again with the correct password.

2. Log in to a school desktop computer with your ID number and your email password.

a) If this works, change your password by hitting ALT-CTRL-Delete. b) Log out of the desktop computer.c) Now try to log into your email on your iPad with the new password (it may

take 5 mins to sync the new password).

3. If you cannot log into a desktop or the password change doesn’t work, Let a Media Staff member or teacher know and put in a ticket using the Help app.


MISSING EQUIPMENT

I HAVE THE WRONG CHARGER

1. Please go to the library with your iPad and old charger

2. Ask the media staff for the correct one.


I DO NOT HAVE AN IPAD

1. Bring all the paperwork home for your parent/guardian to review and sign.

a) You can get the forms from the following web address. http://goo.gl/W2hxxT

2. Have your teacher submit a ticket to the Help app to schedule a time to receive your iPad and turn in your paperwork. Setup may take a class period or more to complete.


http://goo.gl/W2hxxT

SOMETHING WAS STOLEN

1. File a police report as soon as you know it

was stolen. You can do this at the local police station or through your school, depending on where it was stolen from.

2. Bring the police report to the media center. The media staff will copy it and give it back to you.

3. If you had insurance, you will be asked to fill out a loss report and issued a new iPad. You will still be charged for the case, which is not covered. All fines can be paid in the main office.

4. If you did not have insurance, you are responsible for the cost of replacing your iPad and case. You will receive a loaner iPad to use in school only (it may not be taken home) until the device is paid for. All fines can be paid in the main office.

5. When you receive the replacement iPad, go through the setup until you have the option to “Restore from iCloud backup”. Enter your school email address as the Apple ID and your school Apple password.

6. Go to the App Store and choose “Purchased” from the bottom right to re-download apps if necessary.

Jacobs Detective Revera, Main Office

Dundee Crown Officer Hartley, Dean’s Office

Hampshire Officer Edwardson, Main Office


I NEED A KICK STAND

1. Please go to the library and ask the media staff to provide you with a stand


BROKEN IPAD

SCREEN

COLOR/CONTRAST ISSUE OR SCREEN DAMAGE

1. If you can still use the iPad, submit a ticket through the Help app. Check your school email for a response.

2. If the iPad is unusable, bring it to the Media Center. a) If you had insurance, you will be asked to fill out a

loss report and will be issued a new iPad.

3. If you did not have insurance, you will be issued a loaner iPad and charged for the repair if it can be determined that the damage was a result of being mishandled (see iPad 1:1 Handbook for additional details). Last Updated

9/19/14

THE IPAD DOESN’T CHARGE

1. Try a classmate’s charger. a) If the device charges with their

charger, take yours to the media center and request a replacement.

b) If it does not charge, submit a ticket through the Help app. Go to the media center and request a spare until yours is fixed.


OTHER PROBLEMS NOT LISTED HERE

1. If you can still use the iPad, submit a ticket through the Help app. Check your school email for a response.

2. If the iPad is unusable, bring it to the Media Center.


1. This is normala) You will not be able to print directly

from your ipad in school

2. Upload your document to your Google Drive

3. Go to a computer in the media center

4. Print from your Google Drive

I CANNOT PRINT FROM MY IPAD IN SCHOOL


wifi haiku missing apps email google docs missing equipment broken ipad printer issue

Documents

haiku password

school account

app store

haiku account

school email

help ticket

haiku problem

google apps