Home Study: Tech Support

Things To Do

You may, at any time you feel appropriate, and as regularly as you prefer, clean your APS-issued device(s). Here is a help article from Apple on what is appropriate.

Because of the special nature of this health emergency, Mr. Reeves authorizes the removal of Gumdrop manufactured cases only for more thorough cleaning, if a family wishes to do so. Do not remove other cases, which are gray and transparent on the back. Grade 2 iPads, for example, are generally of this newer design, which are sealed and will not be contaminated internally. Do not remove those cases, but you may clean the exterior using 70% or better isopropyl alcohol as described by Apple.

To remove a Gumdrop case, watch this video and reverse the steps. Watch the video normally to reassemble.

As described by Apple, please use 70% or stronger isopropyl alcohol. Do not use soap or water. Microfiber towels are best for cleaning the screen and the interior of the cases. Once you have done this thoroughly once, you do not have to remove the case again for the duration of this health emergency unless someone in your household is ill.

Things Not To Do

Do not attempt to wipe, reset to factory settings, or restore the iPad. Onboard hardware as well as our Mobile Device Management configuration will prevent this from working as it should. Doing so may require collection of the device by APS personnel to repair, and under restricted access or quarantine conditions, this may not be easily or immediately possible.

Basic Troubleshooting

Close all open apps by double-pressing the home button. For each app that appears, use your finger to touch it then immediately swipe up to “throw away” the app.

Also, close all open tabs in Safari. In Safari, hold the Tabs icon, which looks like two overlapping squares. Select the red text that says “Close All # Tabs.”

When in doubt, restart the iPad: Hold the round home button and the power button on the top until the screen goes completely black. This may take upward of 6 to 8 seconds. Once this is done hold the top power button until the white Apple logo appears. Allow the device to reboot. This often resolves most issues.

Internet Connection

If you cannot connect to the Internet on an APS 1:1 device (this applies only to students in Grades 3, 4, and 5) after all basic troubleshooting steps, follow these instructions to perform a network reset and to reconnect to GlobalProtect. Do this while at home.

For students in Grade 2, please refer to the sheet that came home with the iPad.

Please note that your home network setup is unique. You may need to contact your Internet Service Provider (ISP) for assistance if the problem is not specific to an APS device.

GlobalProtect for Grade K-2 Devices

To use your home network after you connect to it, you will need to configure GlobalProtect, the Virtual Private Network (VPN) that APS uses to configure its devices. First, connect to your home network as you normally would.

Next, open the GlobalProtect app:

The new GlobalProtect icon, featuring a globe with a shield in front of it, bearing a white checkmark.

You will be prompted with a question: “What’s your portal address?”

Enter the address portal.gp.apsva.us, then press the button beneath that to connect.

You will then be prompted to enter a user name and password.

For user name, enter your Grade 2 student’s seven-digit Student ID number. For password, enter your Grade 2 student’s six digit password. This password is located on the iPad Passport your child brought home with the iPad. If you cannot locate this password, contact your child’s teacher.

Press the button beneath that to connect.

Your screen will change, and in the middle of a gray screen it will say “Connecting.” You can now leave the GlobalProtect app and use the device normally.

Google Classroom Assignments and Files

When you click into an assignment (not on the timeline) you’ll be shown an option to attach files, including photos and videos, as shown here:

An image of the Google Classroom assignment interface, showing under Your Work the Add or create button.

The above view is in Google Chrome. Your view may differ, but the buttons will be called the same thing.

Google Classroom Crashing

If you are having trouble with crashing Google Classroom on their iPads, here’s how to fix it.

  1. Open Google Drive. If the iPad does not have Google Drive, you can install it from the App Catalog.
  2. If prompted with a pop-up that says Drive has a new look, press the “OK” button.
  3. Press the round colored icon in the upper right corner, usually showing the account icon or the student’s first initial of their last name.
  4. Press the bottom option, “Manage accounts on this device.”
  5. Press “Remove from this device.”
  6. In the pop-up, press “Remove.”
  7. Press the round Home button on the iPad to return to the home screen.
  8. Open Google Classroom.
  9. Press “Get Started.”
  10. Type the student ID number followed by @apsva.us. (It looks like an email address but it isn’t.)
  11. Enter the student ID number then the password and press “Go.”
  12. If a pop-up appears asking for permission to send notifications, press “Allow.”


For additional technical support, follow these instructions:

  1. Open a new email, using an email address that is currently on file with APS, such as the one you provided when you registered.
  2. Address the email to Mr. Reeves directly at keith.reeves@apsva.us.
  3. In the body of the email, include your student’s seven-digit Student ID number.
  4. Also include the iPad’s seven-digit Asset Tag number, which is the blue-topped barcode sticker on the back or inside the back door of the iPad.
  5. Describe the problem in detail, including any steps you have already taken. The more information we have, the better we can assist you.
  6. Send the email.

APS personnel will get back to you as soon as possible with instructions on what to do next.