iPad Support

Troubleshooting

The main issue scholars may encounter with iPads is what appears to be internet connectivity issues. Follow these steps to ensure your device is properly connected to the DOE network:

Step 1: Airplane Mode

Toggle Airplane Mode on and off. Try to use the Internet again. If it doesn't work, proceed to step 2.

Step 2: ZScaler

Open the Zscaler app. Wait for it to say Service Status: ON. Try to use the Internet again. If it doesn't work, proceed to step 3.

Step 3: VPN Toggle

Open Settings and turn the VPN off. When the VPN turns itself back on, try to use the Internet again. If that doesn't work, proceed to step 4.

Step 4: Reboot iPad (only after steps 1 to 3)

Once you attempt airplane mode, Zscaler, and VPN toggling, try rebooting the iPad. If that doesn't work, proceed to step 5.

Step 5: Erase All Content and Settings

You can fully reset your iPad by going to Settings > Reset > Erase All Content and Settings. This will restore the iPad to factory settings and will install the DOE managed software.


DOE Support

If none of those steps work, you can visit DOE support page at https://www.schools.nyc.gov/learning/learn-at-home/technical-tools-and-support/getting-started-with-your-ipad or email us at remotelearning@eaglebronx.org to make an appointment.


Note: due to staffing constraints, we ask all families to make appointments before stopping by the school. Without an appointment, you may have to wait considerably for staffing to be made available to assist you.