Use these steps for a district iPad that is not working. Stop when the problem is fixed. A restart or force restart keeps saved files. A factory reset erases the iPad and requires setup again.
Check the basics
Make sure the device has power and is connected to Wi-Fi. Check any connected cables.
For a Chrome problem, save your work and reload the page using the circular-arrow button near the address bar. Try another website to see whether the problem affects one site or all sites.
Try reopening the problem app first
- Swipe up from the bottom, pause in the middle, then lift your finger to see open apps (Exposé). On an older iPad, double-click the Home button.
- Swipe up on the problem app, then open it again. If it still does not work, restart the iPad.
Swipe the problem app preview upward to close it. Image: Apple Support.
Restart the iPad
- Press and hold the top button and either volume button at the same time until the power-off slider appears. On an older iPad with a Home button, hold only the top button.
- Drag the slider. Wait 30 seconds.
- Hold the top button until the Apple logo appears.
iPad A16: hold the top (power) button and either volume button together. Image: Adapted from Apple Support.
iPad ninth generation: hold only the top (power) button to show the power-off slider. Image: Adapted from Apple Support.
If the iPad is frozen
On a district iPad without a Home button, use these buttons in order. “Top button” means the power button, even when the iPad is in landscape:
- Press and quickly release the volume button nearest the top button.
- Press and quickly release the other volume button.
- Hold the top button until the Apple logo appears.
Watch a force restart without a Home button
Silent animation. The written steps above describe every action.
On an older iPad with a Home button, hold Home and the top button until the Apple logo appears. A force restart does not erase saved files.
Watch a force restart with a Home button
Silent animation. The written steps above describe every action.
Before resetting the iPad
For a continuing problem, a factory reset is another troubleshooting option. It will not fix a school website outage. Students should ask their teacher for help.
Save needed photos and files to district Google Drive and confirm they open there. Anything stored only on the iPad will be lost. If you cannot save your work, ask the Help Desk before erasing. Keep the iPad connected to power.
If a personal Apple Account is signed in, turn off Find My iPad in Settings > your name > Find My. If you do not know that account password, contact the Help Desk before continuing.
Erase the iPad
- Open Settings > General > Transfer or Reset iPad.
- Tap Erase All Content and Settings.
- Tap Continue, enter the passcode if asked, then confirm Erase iPad. Wait for the Hello screen.
Set up the iPad again
- At Hello, swipe up. Choose English, then United States. Continue through Appearance if shown.
- Choose Set Up Without Another Device. Older versions may say Set Up Manually. At Written and Spoken Languages, tap Continue.
- Connect to BSD-Guest at school, or your Wi-Fi network if you are elsewhere.
- At Welcome to the Boise School District, wait for the countdown and for Configuring iPad to finish. Stay connected to Wi-Fi.
- Tap Turn On Location Services when asked. Allow Mosyle School access and notifications if prompted.
- Keep the iPad on Wi-Fi while district apps download. In Mosyle School, open Self-Service > My Apps for approved apps.
If you need help
If the device still does not work, setup stops, apps do not return, or an unfamiliar Apple Account appears, students should ask their teacher. Staff should submit a Help Desk request with the device serial number, the problem, and the steps already tried.
Find the serial number in Settings > General > About. Use the serial number, not the BSD asset sticker number.