Reconnecting iPads at Home

The recent updates to student iPads were somewhat rocky for a small number of families when it comes to reconnecting at home. The Department of Information Services has resolved the system configuration issues on their end, and we believe we now understand the steps families can take to get reconnected at home:

Step 1: Reset Network Settings

Find the Settings app, the icon for which is pictured below, and press it to open it. (Your student may have moved it to a folder. If you need help finding Settings, ask your student.)

ios7-settings-icon

Within Settings, find the General category on the list on the left. (You may already be in the General category. If you look at the top right, and it says General, you are already there.)

At the bottom of General, find Reset. Press Reset.

Within the Reset category, find Reset Network Settings. Press Reset Network Settings.

networkreset

Press the red Reset option on the box that appears.

The iPad will restart. Wait for the iPad to completely restart. You will see the Unlock screen. Press the home button to unlock the iPad.

Step 2: Sign In to your Home Network

Note: Neither staff at Discovery nor staff in the APS Department of Information Services can be responsible for the configuration of your home network. If you need assistance setting up your home network, please contact your internet service provider (ISP).

Open the Settings app again.

On the left, find Wi-Fi. Press Wi-Fi.

wifi

You will see a list of available home network names, called “SSIDs.” Select your home network name and sign in to your home network as you would with any other device.

Step 3a: Open GlobalProtect

Next, you must sign in to the GlobalProtect app, to ensure the device is being properly filtered for inappropriate content.

Find the GlobalProtect app.

If your GlobalProtect app has the light-colored globe icon pictured below, you have the updated version of GlobalProtect and can continue. Press the GlobalProtect icon to open the app, then skip down to Step 3b.

GlobalProtect icon

If your GlobalProtect app has the dark-colored globe icon pictured below, you have the outdated version of GlobalProtect and we must fix this issue first.

Screen Shot 2018-12-18 at 9.38.40 AM

Press the Home button to return to the home screen. Find the App Catalog app, the icon for which is pictured below, and press it to open it.

appcatalog

Within the App Catalog, find GlobalProtect. The icon next to it will say Installed. Press it anyway. A box will appear. Press Install.

Do not continue to Step 3b until the GlobalProtect app is updated to the current version, which is indicated by the light globe icon pictured at the top of Step 3a. If your GlobalProtect app will not update, see Mr. Reeves at school with the iPad. It likely will need to be wiped and reconfigured.

Step 3b: Sign In to GlobalProtect

Using your student’s seven-digit Student ID Number for user name and your student’s unique six-digit Password, sign in to GlobalProtect.

Your student should know the correct password, which is used for the majority of APS-related systems. If you get an error that the credentials are wrong or invalid, it is almost certain the password is incorrect. Double-check it with your student’s teacher or Mr. Reeves and try again.

Step 4a: Open Hub.

Next, you must sign in to the Hub app, to ensure the device is properly connected to the APS mobile device management platform known as AirWatch.

Find the Hub app. The Hub app has the hexagonal blue icon pictured below.

Screen Shot 2018-12-18 at 9.44.52 AM

If you have the Hub app, you can continue. Press the icon to open the app, then skip down to Step 4b.

If you do not have the Hub app, check to see if you have the Agent app instead. The Agent app has the blue shield icon pictured below.

Screen Shot 2018-12-18 at 9.35.15 AM

If you have the Agent app instead of the Hub app, your iPad is outdated and we must fix this issue first.

Press the Home button to return to the home screen. Find the App Catalog app, the icon for which is pictured below, and press it to open it.

appcatalog

Within the App Catalog, find Intelligent Hub. The icon next to it will say Installed. Press it anyway. A box will appear. Press Install.

Do not continue to Step 4b until the Agent app is replaced with the Hub app, which is indicated by the hexagonal blue pictured at the top of Step 4a. If your Hub app will not install, see Mr. Reeves at school with the iPad. It likely will need to be wiped and reconfigured.

Step 4b: Sign In to Hub

Using your student’s seven-digit Student ID Number for user name and your student’s unique six-digit Password, sign in to Hub.

Your student should know the correct password, which is used for the majority of APS-related systems. If you get an error that the credentials are wrong or invalid, it is almost certain the password is incorrect. Double-check it with your student’s teacher or Mr. Reeves and try again.

Upon signing in to Hub for the first time, you will be prompted with three different screens:

  1. On the screen called “Agent is now Hub,” press Got it.
  2. On the screen called “Privacy,” press I understand.
  3. On the screen called “Data Sharing,” press not now, then don’t send. (There is no need to share data with AirWatch for the iPad to work properly.)

Step 5: Sign In to Google Classroom

To confirm that the iPad is now fully set up, press the Home button to return to the Home screen.

Find and open the Google Classroom app and ensure that your student can access class materials.

Your device is now properly reconnected to the home network. There is no harm in repeating all of the above steps from the beginning, should your device ever have difficulty connecting to a network in the future.

If you still cannot connect…

The above steps should resolve all connectivity issues at home. Your first step in troubleshooting is to check the status and configuration of your home network. If you are confident that your home network is not the problem, have your student see Mr. Reeves to wipe and reconfigure the device.