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Technical Support

This page will be updated to reflect support documentation for Chromebooks and Google applications being used by the school.

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New login website for teachers and students:

Teachers and students can now use the following link to sign into their Google Classroom accounts: 

Fix Problems with Internet Connectivity

All DOE loaned iPads come with internet. However, if you are unable to connect to the internet, or cannot access certain websites, there are a few things you can try.

Cancel the CrowdStrike app download

Your internet connection may be stalled by the app, CrowdStrike, trying to download. You will know it’s trying to download because it will be grayed out. 

Turn Wi-Fi off

Toggle Airplane mode on for 15 seconds

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

Open the Zscaler app

All DOE iPads come with Zscaler, a content-filtering app that ensures you use the iPad safely and in compliance with DOE policy. There are several websites that you may not be able to access if Zscaler is not connected on your iPad. To connect Zscaler:

Please note that the DOE does not allow certain websites to be visited at any time. If you believe you are being blocked from a website in error, submit a ticket for technical support.

Reset your iPad (Erase all content and settings)

Important: do not erase your data plan (if you see that prompt) 

If you have tried all the above troubleshooting steps and still cannot connect your iPad to the internet, you will need to reset your iPad. Here’s how to do this:

After your iPad has been reset

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

If this still does not work, then request technical support

If you tried all of the above steps and your iPad still won't connect to the internet, email technical support at

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DOE issued iPad information

Link to Getting Started with your iPad   

Troubleshooting Tips and Tricks for students and families

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Google Classroom

Where are the my classes in Google Classroom?

If you have already downloaded the Google Classroom app, then these are the steps you should follow:

Step 1 -Open Google Classroom app

Step 2 - Logging into account:

Note- If you open Google Classroom and don't see the classes, please check what account is logged in by clicking the top right icon of the picture or letter to see which one is logged in. If you have logged into the account already on that device, you should see it and all you have to do is click on the account for your child. It will switch and you should see all the classrooms they are in.

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My Chromebook is not connecting or keeps disconnecting from wifi

My Chromebook says "Connecting to this network is disabled by your administrator" when trying to connect to wifi

Note: Chromebooks do not have internet built into the device. They must connect to a wifi router or hotspot of your own.

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i-Pad Wi-Fi connectivity - Central DOE issued devices

Your iPad will come connected to the internet—you will not need a WiFi connection or hotspot device. The internet connection is provided by T-Mobile, at no cost to you. Once you receive your iPad, you will be able to visit websites and do classwork immediately.

To be sure you're connected to the internet, a WiFi icon should appear at the top of your screen.

If your iPad isn't connected to the internet, make sure cellular data is turned on. Here's how:

If you're still having trouble connecting your iPad to the internet, call T-Mobile at 1-800-375-1126. Tell them that you are part of the New York City Department of Education Rapid Response Program. Also, please have your iPad's Integrated Circuit Card Identifier (ICCID) ready. To find this, go to Settings > General > About > ICCID.

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i-Pad Technical Support for Families

If you have ongoing issues with technology to support learning at home, even after visiting our support pages (such as Getting Started with Your iPad, Remote Learning Portal, Getting Started with Google Classroom, Getting Started with Teams) please fill out the Technical Support for Families form.

You can use the form to let us know what issues you are having with NYCDOE iPads or other devices including:

If the form doesn’t offer the answers you need, you will be asked to provide your contact information and we will get in touch with you and try to solve your problem.

For security reasons, students and families cannot download apps to their DOE provided iPad. Your iPad should come loaded with the following apps. If your iPad is missing any of these or you cannot locate any of these on your iPad, please let us know.

If your child’s teacher or school uses an app that is not listed, use the above link to request the application for your iPad.

For other support, please use the below options:

Hardware: Call AppleCare Support for the NYCDOE at 1-800-919-2775. When prompted, enter the PIN: 692363 (NYCDOE). ONLY call this number to ask about setting up your iPad or accessing learning applications once you receive the device. Do not call to check on the status of your device request. See iPad Distribution for information and timelines around devices.

Still in need of technical support? Please send an email to the below address: