Four cartoon astronaut heads are shown: The first says "Normal, it works." The second says "Level 0, not sure." The third says "Level 1, don't work." The fourth says, "Level 2, it's broken."

There are different levels of support, and it’s important to use the right level to get the quickest help. It’s most helpful to do this together with a trusted adult. Find the big, bold heading below that describes your problem, and read that section to find out what to do next.

I’m Not Sure What To Do

The best place to start is right here on this website! Look at the menu for this section. If you’re on a computer, it’ll be on the left of your screen. If you’re on an iPad, it might be collapsed under the hamburger icon ( ☰ ). Look for your topic and thoroughly read the help documentation before proceeding.

The next place to go any time you’re having trouble is directly with the classroom teacher. Emails are available for our staff by clicking on Classroom at the top, then selecting the appropriate grade level. When you click on a teacher’s photo, you’ll find their email as well as their bio.

You can also use a variety of self-help documents for the most common problems. Click the link below to look at the Level 0 Support resources, including those self-help guides. It’s a great place to start!

iPad: Level 0 Support (Self Help and Teacher-Guided Help)

My iPad Isn’t Working Right

Before we proceed, it’s always a good idea to restart the device. You can force reset the iPad by holding down the power button and the home button simultaneously for about 10-20 seconds until the device reboots. That often helps “kick” things into working. If not, we’re past Level 0 Support.

When Level 0 Support doesn’t work, we’re on to asking for help, and for that, we’re in Level 1. The link below will take you to the Level 1 Support form, where you can request assistance. Please use this form after you have tried all self-help Level 0 steps, so we can track your issue and escalate it if need be. The ITC handles all Level 1 Support issues initially.

iPad: Level 1 Support (ITC)

My iPad Is Broken

Level 2 Support is reserved only for situations that are beyond the ability of school-based personnel to handle, such as severe physical damage to the device. It is rare to start with a Level 2 Support, so be sure to check out the other resources before proceeding.

If your device is physically damaged, has a broken screen, suffered liquid damage, or will not turn on no matter what, even after charging, you are in Level 2 Support, and should complete the form below.

iPad: Level 2 Support (Technicians & Analysts)

Unless otherwise specified with italicized credits or credits embedded in a video, all of the graphics and content in the Online section of this website were created by Keith Reeves, the Technology Coach at Discovery Elementary.

These webpages may contain links to websites that are outside of the Arlington Public Schools network. APS does not control the content or relevancy of these outside sites.