BASIC ipad TROUBLESHOOTING IN THE CLASSROOM Page 1 of 20
Contents Intro... 3 No E-Mail Access or Internet Available... 4 App is Constantly Freezing... 7 Book in ibooks Froze While Downloading... 9 Book in ibooks Will Not Download International Students... 16 How to Reboot the ipad... 18 Cannot Verify Server Identity Message Keeps Popping Up... 19 Page 2 of 20
Intro This is a basic guide to ipad troubleshooting in your classroom. Use this as a reference when your ipad is not cooperating with you or if a student s ipad is acting up and you want to help them. winextra.com Page 3 of 20
No E-Mail Access or Internet Available 1. Check the Wi-Fi signal strength using the icon in the status bar. If it is not visible that means you are not connected to a Wi-Fi network. If only the bottom of the icon is lit up, you have a very low Wi-Fi signal in which case try to move close to the Wi-Fi access point. 2. If you do not have a Wi-Fi signal go into General Settings Wi-Fi Turn off Wi-Fi and turn it back on Select proper network (student-svhs OR svhs-staff) Page 4 of 20
3. If you get a Service Unavailable in Safari, BE PATIENT! Hit refresh, most times the issue is slow connectivity/too many people trying to access the website at one time. If after several attempts still getting the same message, close all tabs in Safari. 4. Next shut down the app (kill the app), double-tap the Home button. A strip and preview windows will show up on the screen, find the Safari app and swipe up. This will get rid of it from your recent apps menu, which is shutting the app down. Finally, turn Wi-Fi on and off again (#2, No Email Access or Internet Available) Page 5 of 20
5. Lastly, you can also try turning Airplane mode on for 10-20 seconds in your Settings, then turning it off again. When you turn it on the button will be green. Page 6 of 20
App is Constantly Freezing Many times when an app freezes it may be due to a programming bug or the app becoming corrupted. If it is a programming bug, the developer will release an update. For all other reasons the best solution is to do a fresh app install. Deleting certain apps may delete information stored in the app so only do this if you are okay with losing what is saved within the app. 1. Find the app on your ipad. Tap and hold until the apps begin to wiggle. 2. Tap on the app you want to delete, and a warning will pop up to make sure you want to delete the app. If there is data you want to keep in the app, do not delete it, instead go to step 3. Page 7 of 20
3. If you do not want to delete the app because you do not want to lose data, go ahead and do a hard reset of the ipad. Hold down the ipad s Home button and Power button at the same time. Once the Apple icon appears on the black screen, let go. Go back into ibooks and tap on the book again, downloading should resume. Power Home Page 8 of 20
Book in ibooks Froze While Downloading While downloading a book in the ibooks store, make sure you are AT HOME with strong Wi-Fi connection and enough storage on your ipad. Also, make sure your ipad does not auto-lock or switch apps while an ibook is downloading. Any of these may be the cause of the freeze. If you see a book that is greyed out on your ibooks shelf and when you tap on the book and downloading does not resume, it is frozen. 1. First shut down the app (Instructions for this are #4, under No E-mail Access or Internet Available). After you do this open ibooks again and try to tap on the book. If the book does not resume downloading, try the next step. 2. If shutting down the app did not work, try a hard reset (Instruction for this are #3. Under App is Constantly Freezing). 3. If the hard reset did not do the trick, delete the app do a hard reset and then reinstall the app. Once the app has loaded, download each ibook ONE AT A TIME; simultaneous downloads may freeze. As soon as one is downloaded, open it and then tap the next book. 4. If any of the above did not work, backup your ipad follow the steps below: Tap Settings, Apple ID, icloud.make sure icloud backup is turned ON Page 9 of 20
-Tap Manage Storage -Tap Backup -Tap the ipad that you need to backup. Page 10 of 20
- Under Choose Data to Back up, slide the slider for ibooks to off, non-green, (if ibooks doesn t appear, tap Show All Apps, and then slide down to ibooks). Page 11 of 20
- Go back into Settings then tap Apple ID, icloud, icloud Backup - Tap Back Up Now. Page 12 of 20
- When the backup completes, go back into Settings, General, then tap Reset. - Erase All Content and Settings. Confirm that you want to erase the device to factory settings, enter the password for the Apple ID when prompted, and allow the device to reset. Page 13 of 20
- When the device has finished resetting, go through the Setup Assistant screens Page 14 of 20
- When prompted, restore from the icloud backup. The student s Apple ID and password will be required. - Once the device has been restored, you can sign into the ibooks and try downloading the books, ONE AT A TIME. Go into ibooks, tap Purchased and tap the cloud symbol for ONE ibook. - Let the download complete before performing the next one, and allow the download to complete before taking the device off the network. Do NOT exit ibooks, just leave it on the screen. Last resort, if none of the above work, call Apple customer service 1-800-692-7753 to reimburse you for the purchase. They will give you credit and then repurchase the ibook, BUT make sure you have enough storage and a strong WiFi connection BEFORE you begin to download. Page 15 of 20
Book in ibooks Will Not Download International Students 1. Check your Apple ID account, make sure you are using the U.S. store. Tap Settings icon on ipad. 2. Scroll down to find the itunes & App Stores, tap it. 3. Tap on the Apple ID, and a quick menu pulls up. Tap View Apple ID. Page 16 of 20
4. Type in your Apple ID password when prompted. 5. Apple Account Settings will show up, tap Country/Region is set to the United States. 6. Tap Change Country or Region. 7. Choose United States and tap Done. You will need to agree to Apple s terms. Page 17 of 20
How to Reboot the ipad When none of the above seems to be working or if your ipad is frozen do a hard reset as your final resort. This means you are shutting down the ipad and rebooting the system. 1. Hold down the ipad s Home button and Power button at the same time. Once the Apple icon appears on the black screen, let go. Go back into ibooks and tap on the book again, downloading should resume. Power Home Page 18 of 20
Cannot Verify Server Identity Message Keeps Popping Up If you see any of the messages below while you are trying to use your Google Apps, you must follow the steps below to fix the issue or else your ipad will not function properly at school. 1. Go into your ipad s Settings 2. Tap VPN in Settings Page 19 of 20
3. If you have a VPN installed active or not - you must remove the app or the profile (tap the i symbol next to the VPN to remove). If you need to delete the app, find it then tap and hold. Tap the X and choose Delete. 4. Finally, stay in General and tap on Date & Time. Then make sure Set Automatically is Turned On. Page 20 of 20