Technical Support

Troubleshooting your DOE iPad:

  1. My iPad can't connect to the Internet.

    • Try opening the Zscaler App, it's the application with a white cloud on it, and a blue Z through it. 

    • When you click on it, it will log you in, this might take a moment.

    • When you log in, check it says ON next to the Service Status

    • If it doesn't, go to setting and turn the Airplane mode on, and make sure all the apps are closed. You can do that by double-clicking on the home button and swiping up all the open windows.

    • After ten to fifteen seconds, click on the airplane mode and turn it off.

    • Go back to Zscaler, and try connecting again.  If you are still unable to connect, repeat the steps to turn Airplane Mode ON and then OFF.  


  2. Google Meet opens in a tiny side window!​​

    • Go to Settings -> Home Screen & Dock -> Multitasking -> Allow Multiple Apps -> Turn Toggle OFF.  Then you can press the Home button to close.


  3. My iPad is lost or stolen.

    • There is a NYC DOE policy about this.  All iPads that are either lost or stolen cannot be replaced until you file a police report for them.  We are unable to assign a new iPad to your child until we send the police report number to the DOE.​

    • When you go to the precinct to file the report, you will need to give them some information, including the information on the stickers on the back of the iPad.  Ms. Gonzalez has a record of the Asset Tag and Serial Number of the iPad assigned to your child.  It is very important to keep this information for yourself as well, ESPECIALLY if you have more than one student with an iPad at home.  ​

    • The officer taking the report at the precinct will also ask for the value of the iPad and the accessories, which is $800.​

    • If the precinct refuses to take the report, you must let us know immediately so that we can contact the DOE.


  4. My iPad is Disabled or in Lost Mode

    • Please bring the iPad to the school building for a reset. ​