This page will be updated to reflect support documentation for Chromebooks and Google applications being used by the school.
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.
Locate the CrowdStrike app. It’s red with a white falcon.
If the app is grayed out, tap and hold the CrowdStrike app icon.
A menu will appear.
Tap Cancel Download.
Canceling the download will prompt other apps to update.
Allow all other apps to update.
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.
Tap the Settings app.
Find the Airplane Mode button.
Turn Airplane Mode on (the button will turn green) and leave it on for 15 seconds.
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).
Test your connection by opening your browser and going to schools.nyc.gov
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:
Tap the Zscaler icon.
You will be automatically signed in to the app.
Service Status will say “Connecting…”
Wait until Service Status changes to “ON”. This may take a few minutes.
Test your internet connection by going to www.schools.nyc.gov
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:
Open the Settings app.
Tap General, located on the left hand side of the Settings menu.
Tap Erase All Content and Settings.
Allow your iPad to reset.
After your iPad has been reset
Once your iPad is reset, you will be prompted to set it up again. When following the prompts:
Select your language and country (you must select the United States).
Choose Set up Manually.
Select a WiFi network (if you don’t have WiFi, scroll to the bottom of the list and tap Use Cellular Connection).
Give the iPad a few minutes to activate and configure.
The screen will say Remote Management. When this happens, tap Next in the upper right corner.
You will see a message saying Installing Configuration from the NYC Department of Education.
Allow 30-40 minutes for all applications to download and refresh.
Test your internet connection by going to schools.nyc.gov
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 firstname.lastname@example.org .
Troubleshooting Tips and Tricks for students and families
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
A- If your child is not already logged into a account (@nycstudents.net or @gmail.com) go to step 2 below
B - If someone is already logged into a personal gmail account on the device, you need to add the student's @nycstudents.net account. To do this, click on the top right icon of the screen (image or a letter within a circle), then scroll down to "Add another account". Go to step 2 below.
Step 2 - Logging into @nycstudents.net account:
Login by typing their entire email@example.com account and press enter. Then you will be prompted to enter account again and the password (student's birthday in MMDDYYYY format). When you press enter (or go depending on the device you are using) it should log you in where you can see the classes and accept the invitations to classes.
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 @nycstudents.net account for your child. It will switch and you should see all the classrooms they are in.
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
The way to fix this issue is to have the Chromebook connect to the school’s Wi-Fi network for it to get a small update that will remove that restriction. If you live close to the school and are able to walk to the school, open the laptop outside of the school so that it can connect to the schools network. You don’t have to be inside the building, but it needs to get as close to the school as possible so that it can connect to the school's wifi network. If you are able to do this, 2 things will happen: 1) Adds a “Browse as Guest icon” to the main screen when you turn on the Chromebook and 2) removes that restriction that is blocking you from connecting to your Wi-Fi.
Since school staff cannot go into the building until the Mayor and Chancellor tell us to return, we will be unable to go to the building to fix this restriction. If you are unable to open the Chromebook near the school then please fill out the device survey on DOE’s website at link to DOE Remote Learning Device Survey so that you can be placed on the list to potentially receive a device directly from the DOE. They will begin contacting families directly to let them know what the next steps would be to receive a device.
Note: Chromebooks do not have internet built into the device. They must connect to a wifi router or hotspot of your own.
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:
Go to Settings.
Select Cellular Data.
Turn on Cellular Data.
Tap Cellular Data Options.
Verify that LTE and data roaming are turned on.
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.
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:
Status or delivery of iPad request
Reporting a lost or stolen device
Support for sign in and use of iPad or other DOE devices
Help with applications (including Google Classroom)
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.
Office 365 apps (Teams, Excel, Word, PowerPoint, One Drive, One Note)
Google apps (Classroom, Meet, Sheets, Slides, Drive, Gmail, Translate, Chrome, Docs)
Library apps (SimplyE, Queens Library)
Security apps (Cisco Security/Connector Umbrella, CrowdStrike)
Other (Flipgrid, i-Ready, Amplify Science, Adobe Acrobat, RBdigital, Overdrive, ImagineLearning, myON, Axis 360, Freegal Music)
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.
Send an email to AppleCare at firstname.lastname@example.org. Please include the device’s serial number and a brief description of the issue.
If you are in District 75, email D75ATRepair-Replacem@schools.nyc.gov.
Software: Call the DOE Service Desk at 718-935-5100.