Welcome
Find the topic that relates to what you are having trouble with. Click a topic below and it will bring you to the appropriate section.
Internet, Email, Apps/App Store/iPad Updates, Sound, Display, MacBook Troubleshooting
iPad Troubleshooting
Internet
Q: My iPad will not connect to the internet.
A: Try the following:
1. Go to Settings/Wifi
2.Turn your wifi off and back on.
3.If still no internet connection, turn iPad off then back on.
Q: My iPad will not connect to the internet after trying previous tips.
Most likely you have been kicked off our network for inappopriate use. Please fill out a support ticket.
Q: My internet connection is slow.
There could be a number of different reasons why your internet connection is slow. The first thing you should do is make sure it isn’t everyone. There could be a wireless connectivity issue or an internet issue school wide or within an area of the school. If it is just you, then try the following:
Too many applications open:
Hit the home button twice. Swipe applications from the bottom of your screen to the top to close them out.
Too many tabs open in browser
Click on the “x” next to each tab to close out the tabs for web pages you are not currently using
If neither of the two options above work, try the following:
Go to Settings/Wifi
Turn Wifi off and wait about 30 seconds
Turn Wifi back on and open your browser again
If this does not work, turn iPad off and wait 30 seconds
Turn iPad back on and try browsing Internet
Q: My iPad is constantly asking for the wifi password every time I wake it up from sleep mode.
Turn your iPad off, wait 30 seconds, and turn back on. If you continue to have the problem, back up your files to iCloud and fill out a support ticket. There may be an issue with the wireless profile on your device.
Q: I am unable to view flash content on my iPad.
iPads are by default, not compatible with flash. To view flash websites you will need to download the free puffin browser. This will give you access to flash sites during school hours.
Q: I keep getting an error message when trying to retrieve emails.
Your email is most likely not set up correctly. Follow these directions to set up your email and solve the issue:
1. Go to Settings/Mail, Contacts, Calendars
2. Click on the account that says Gmail
3. Click on “Delete Account” from the bottom of your screen
4. Select Add Account
5. Select Google
6. Fill out the information including your full name, full email (ie. [email protected]), your Password, and for Description put HAST.
7. If it was successfull, you will see green checkmarks next to the information you entered and be brought to another screen.
8. Click Add at the top. Your account should be added.
9. Go to the mail app and check to see you have received emails. If you have not, delete account and try again. If it still does not work, please fill out a support ticket.
Q: I cannot login to my HAST email from gmail.com
Most likely, you are doing one of two things:
Forgetting to put @hammondacademy.org after your email address or using the wrong password. Make sure to put your full email address and the correct password in order to gain access to email from gmail.com.
Q: How do I set up the mail app on my iPad?
1. Go to Settings/Mail, Contacts, Calendars
2. Select Add Account
3. Select Google
4. Fill out the information including your full name, full email (ie. [email protected]), your Password, and for Description put HAST.
5. If it was successfull, you will see green checkmarks next to the information you entered and be brought to another screen.
6. Click Add at the top. Your account should be added.
7. Go to the mail app and check to see you have received emails. If you have not, delete account and try again. If it still does not work, please fill out a support ticket.
Q: I keep getting an error message when trying to send an email.
Your email is not set up correctly.
1. Go to Settings/Mail, Contacts, Calendars
2. Click on the account that says Gmail
3. Click on “Delete Account” from the bottom of your screen
4. Select Add Account
5. Select Google
6. Fill out the information including your full name, full email (ie. [email protected]), your Password, and for Description put HAST.
7. If it was successfull, you will see green checkmarks next to the information you entered and be brought to another screen.
8. Click Add at the top. Your account should be added.
9. Go to the mail app and check to see you have received emails. If you have not, delete account and try again. If it still does not work, please fill out a support ticket.
Q: I am not getting emails from my teachers or from Dr. Egan.
Either you have added Dr. Egan and your teachers to your SPAM list or you are not on the mailing list. Check your SPAM folder. If they are there, unmark them as SPAM. If they are not, then fill out a support ticket and Mr. Smith will add you to the correct mailing lists.
Apps, App Store, and iPad Updates
Q: One of my apps closes itself out after I open it.
Try uninstalling the app and then reinstalling. If this is an application provided by the school, then fill out a support ticket and Mr. Smith will uinstall and reinstall the app for you.
Q: I am missing a school provided app.
While every student should be provided with certain apps, sometimes problems happen with the Apple Configurator. If you are missing a school provided app such as pages, numbers, keynote, or iMovie, please fill out a support ticket and back up your files to iCloud. Mr. Smith will install the apps on your iPad shortly after receiving the request for support.
Q: When I try to download an application, it asks me for an apple id.
An Apple ID is required to download anything from the app store. You can create an Apple ID a few different ways. You can go to the App Store and scroll to the bottom. You should see the option to create a new Apple ID. You can also go to Settings/iTunes & App Store and create an Apple ID from there. In both cases, follow the on screen directions. Use your hammondacademy.org email address to create your Apple ID. Make sure to write down your password so you do not forget what it is.
As of 2014 you are required to enter payment information to create an Apple ID. This may require help from your parent or guardian.
This shouldn’t come up if you are signed in with your own Apple ID. Scroll to the bottom of the App Store and make sure you are logged in. If you are not, then log in. If you still are prompted to enter the configurator username and password, fill out a support ticket and Mr. Smith will be able to assist you.
Q: When trying to update an application, I am asked for a configurator username and password.
This should only happen if you are attempting to update a school provided application. If there is no need for the updated version, then hold off on updating. If you are having issues with the app and would like to update because of issues related to the version you are running, fill out a support ticket.
Q: I am having issues with a school provided app because my teacher and/or classmates is running a different version than I am.
Fill out a support ticket and Mr. Smith will update your apps.
Q: Can I update my iPad iOS to a newer version?
It is preferred that all staff and students are updated to the latest iOS at the same time. Often times a user will be required to connect to iTunes in order to update. This will require a majority of devices to connect to the configurator in order for the update to finish. Having to update 550 students at a time during the school year would be disastrous. Occassionally, there may be exceptions to this and updates may be orchestrated the IT Director or Tech Committee. Please refrain from updating your iOS unless told to do so.
Q: I updated my iOS and now my iPad says to connect to itunes.
Your iPad will need to be connected to the Apple Configurator. You will most likely lose all content that was previously held on your iPad. If this happened to you, it is because you did not follow directions provided by your teachers and the IT Department. Please fill out a support ticket.
Q: I updated my iOS and now I am missing or can’t access Pages, Keynote, Numbers, and iMovie.
Sound
Make sure the mute button is not selected.
Check the button above the volume keys on the right side of your iPad. Make sure the button is pressed up. If it is muted, then you will see red above button.
Make sure you have not muted your iPad from within the iPad itself.
Swipe up with one finger from the bottom of your screen. Check your volume from the left side of the screen that popped up.
If you have tried both of these and still do not have volume, fill out a support ticket.
Q: When I plug in headphones, I do not have sound coming through the headphones.
Make sure you have not muted your headphones through your iPad.
1. Check the mute button from the right side of your iPad (above the volume keys). If you see red above the button, push the button up so you do not see red.
2. Check the volume on your iPad. With one finger, swipe from he bottom of your screen upwards. The volume is found on the lower left of the screen that pops up. Make sure it is not muted or that it is turned all the way up.
3. Try your headphones again.
4. If you are still having issues fill out a support ticket.
Q: I do not have sound when I am trying to play a video in YouTube.
If your sound is working fine with everything else, then you most likely need to turn the volume up on the YouTube video. Try turning the volume up on the video. If this does not work, then use one finger to swipe up from the bottom of your screen and check your volume from the lower left hand corner of the screen that pops up.
Display
Q: My screen is very dim. How do I increase brightness?
Swipe up from the bottom of your iPad Screen. Options will appear. To the right you will see brightness settings. Adjust accordingly. Alternatively, you can go to Settings/Wallpapers & Brightness and adjust from there.
Q: My display has turned a weird color or has streaks through it?
Try doing a hard reboot on your iPad.
1. Hold down the home key and the power button until your iPad restarts.
2. Once you see the apple symbol in the middle of your screen, let go of both buttons.
3. Try opening a few apps to make sure your screen is normal. If it is not, then fill out a support ticket.
Q: My display has turned black.
Try doing a hard reboot on your iPad.
1. Hold down the home key and the power button until your iPad restarts.
2. Once you see the Apple symbol in the middle of your screen, let go of both buttons.
3. If you do not see anything, then your display has probably gone bad. Please fill out an insurance claim.
Q: My screen froze and is unresponsive.
Try doing a hard reboot on your iPad.
1. Hold down the home key and the power button until your iPad restarts.
2. Once you see the apple symbol in the middle of your screen, let go of both buttons.
Your iPad should be back to normal once it restarts.
Other
MacBook Troubleshooting
Internet and Browser
Q: My laptop will not connect to the internet.
Make sure your wifi is connected by checking the top of your screen for wifi signal. If it is grayed out, click on it. Select HAST Wireless. If it is already selected, turn wifi off, then back on. If you still do not have internet, fill out a support ticket.
Q: My internet connection is slow.
Turn your wifi off and then back on. If the problem persists, turn your laptop off then back on.
Q: My laptop keeps asking for a wifi password.
Fill out a support ticket. For security reasons, passwords will not be given out through email or phone.
Q: I receive an error messaging when trying to view any webpage that states the browser cannot get certificate or certificate is outdated.
For whatever reason, your date and time settings have reset to an earlier date. This could be a sign your battery is becoming defective. You can reset the date and time to the correct date by clicking on the date and time at the top right hand corner of your laptop.
Q: A website I need for class is blocked by the web filter.
Try logging in using your login credentials (same one you use to login to a computer). This will get you around the filter in many circumstances. If this does not work, please fill out a support ticket with the website you are trying to access and the IT Director will unblock if it’s school appropriate.
Q: Why is YouTube blocked during certain times?
YouTube is a great tool for uploading and viewing educational videos; however, it also eats a lot of bandwidth. During times of testing, YouTube will be blocked until testing is over. As an alternative, you may use videos through My Big Campus, teachertube.com, or schooltube.com.
Q: My Students are not able to view some websites I am able to on my laptop.
Your laptop is able to access flash based content. Unfortunately, iPads are unable to view flash content except through the puffin web browser. If you are creating and publishing material for your students, always publish in html5 as opposed to flash.
Software and Updates
Q: What software should come on a HAST MacBook?
Depending on the device, different software is available on a HAST MacBook. Staff machines should contain iLife and iWorks software including iMovie, iPhoto, Pages, Numbers, and Keynote. Student machines will be mostly limited to iWorks (Pages, Numbers, and Keynote).
Q: Can I install new software on my laptop?
Teachers are free to download and install software on their school issued MacBook as long as it does not damage the machine. Some software installations may require an administrator username and password. If this happens, please fill out a support ticket. Students should not download any software on laptops unless given permission from the IT Director.
Q: Can I update the software on my laptop?
No. When an update is required, the IT Director will perform or coordinate this process. The reason for this is to avoid incompatible software issues (ie. – our license for SMART Software prevents an update to OS Yosemite).
Students should not updgrade their laptops for any reason. Doing so will result in disciplinary action.
Q: iMovie will not open on my laptop.
Please fill out a support ticket.
Q: A program on my computer has frozen. How do I force it to close so I can reopen it and try again?
Press Command-Option-Esc all at the same time. Find the program that you want to close out. If it still does not respond, you may have to turn your computer off.
SMART Software and SMART Board
Q: Where can I download SMART Software?
Downloads and drivers – SMART Technologies
No Description
Download version 11.4 for Mac. We do not have a license for newer versions as of yet.
Q: Can I upgrade my SMART Software?
No. We currently only have a license up to 11.4.
Q: I am unable to calibrate my SMART Board.
Unplug the SMART Board connector from your computer. Restart your computer. Turn the SMART Board off. Turn SMART Board on. Plug back into your computer and try to calibrate again. If you are still having issues, there may be another problem. Please fill out a support ticket.
Q: My SMARTboard tray is not lit up.
Your SMART Board may be unplugged. Please make sure it is plugged into the wall. If it still will not light up, please fill out a Support Ticket as it may be unplugged from behind the tray.
Other
Q: My computer has frozen and is unresponsive.
You will need to do a hard reboot. Press down on the power button until your machine shuts down. Wait about 30 seconds and turn back on.
Q: My computer will not display to projector.
Go to settings/display and make sure “mirroring displays” is selected.
Q: My laptop is running very slow.
When is the last time you restarted your laptop? Do you have a lot of programs currently running? Try closing out some programs, turning off your laptop and restarting. If you are still experiencing problems, please fill out a support ticket.
Apple TV Troubleshooting
Q: My Apple TV light is blinking and non responsive.
Try unplugging the power on your apple tv. Wait 30 seconds and plug back in. If this still continues, it most likely froze during a software update and needs to be reset. Fill out a support ticket.
Q: My Apple TV is frozen on a screen.
Unplug the power cord from the apple tv. Wait 30 seconds and plug back in. Give the apple tv a chance to load.
If the Apple TV froze while a device was using it for airplay, disconnect the iPad from the Apple TV. Turn the iPad off, then back on.
If it still is not working, fill out a support ticket.
Q: After resetting my Apple TV, it is not able to activate.
Fill out a support ticket. Your Apple TV will need to activate outside of our network.
Q: Devices are not able to connect to the airplay on my Apple TV.
Turn off the device and then turn back on. If you still cannot connect, try a different device. If no devices can connect, then unplug the Apple TV from the wall. Wait 30 seconds and plug back in. If this still does not work, fill out a support ticket.