February Tech Report

Important Notes

Hello and welcome to the February Tech Report!

ISTEP Testing

On February 7th we had our Statewide Readiness Test for ISTEP. There were very few issues during this time and it appeared to go smoothly. A couple of notes for teachers:

The most common error experienced was when the app refused to lock into guided access mode. Teachers should restart the iPad and attempt to login again. This fixed every issue we experienced with the app not locking. The app locks on its own and the user does not need to put app in guided access.
A couple iPads with App Store restrictions did not have the TestNav application. I corrected this issue through the restrictions profile and these students should now have the app on their iPads.
Two students received an error message about file storage locations. This error occurred because both students were on personal hotspots instead of our own network. If you receive this error message, please check to make sure students are on the correct network.
If a restart does not fix an issue, a hard reboot (holding power and home button down until you see Apple logo) will fix other issues.

Grades have also began taking the practice tests for ISTEP Part 1 in preparation for the actual test taking place the week of February 27th.

iOS 11.2.5 UPDATE REQUIRED

As of February 15th, it is important for students to make sure they are updated to iOS 11.2.5. Pearson announced all older versions of iOS 11 will not work with the TestNav application required for testing. While iOS 10.2.3 works, we are requesting everyone update to the most recent iOS. This will assist with other bug issues on websites and apps.

I have pushed an update through our Mobile Device Manager; however, this update will not download if a student is busy on the iPad. I am asking all students and teachers to make sure they are updated to the most recent iOS version – 11.2.5!

Charging iPads

Lately we have noticed an issue with students using uncertified or third party chargers. These chargers have caused two iPads to malfunction and need new lightening ports. There are many issues with these uncertified chargers:

They fray easily and can become a fire hazard
They do not always fit perfectly and can damage the port
They can damage the delicate circuitry in the iPad
They can damage the battery with how they regulate electrical current going into the device

Charging blocks for cell phones should not be used as they may not provide enough power or too much power, which can also damage the device and/or battery.

All students were provided with certified Apple chargers at the beginning of the school year. If you lost your charger or it broke, please replace with an official Apple charger. If you are unable to afford an official Apple Charger, you should purchase an Apple Certified charger that has the “Made for iPod/iPhone/iPad” on the logo. For more information, read the post article below:

Identify counterfeit or uncertified Lightning connector accessories – Apple Support (UK)

Apple recommends using only accessories that Apple has certified and that come with the MFi badge. Learn about the issues that counterfeit or uncertified Lightning accessories can cause and how to identify these accessories.

Broken iPads

While last month was very good with the lack of broken iPads, this month has been terrible. As we approach testing season, more and more iPads are being reported broken. Students need to be reminded to take care of their devices and treat them the same way they have in earlier parts of the year.

Additionally, we have noticed some iPads are getting bent because students are holding them and pushing against a table while using the iPad. Bending the casing will distort your screen and can damage the inside of your iPad. Please DO NOT do this.

Tech Procedures & Insurance Claims

I want to remind all teachers and students to follow proper procedures for support tickets, lost iPads, and insurance claims. All of these procedures are found on this website. If you are unsure of a procedure, please read it and ask questions if you do not understand. I have received emails for support tickets and have had students unaware of how the insurance process works. We are in February and should not be experiencing these issues.

With regard to insurance claims, I do not fix these issues in house. We do not have the equipment or the means to fix broken screens. Additionally, the devices are all covered by warranty and fixed by Apple. Students DO NOT receive a new iPad until they have paid the $50 deductible. Payment should be made in Mr. Small’s office. Once I get confirmation of payment, I ready and deliver a new iPad to the student the same day (if confirmed before 2:30p) or the next day (if confirmed after 2:30p). My turnaround is very fast once payment is made.

Students, do not come down to my office to check on the status of your iPad. Teachers, do not send students down to my office to check on the status of their iPad. If there is a question, it should be addressed to Mr. Small and me in the form of an email.

Tech Support Tickets

Last month I addressed this issue and I am still seeing it as a problem. Many support tickets consist of misspelled email addresses. When we reply to the support ticket, an email is sent to the wrong address and the student or staff member does not receive the response. This may not seem like a big deal, but in order for us to communicate with you and take advantage of our support ticket system, we need the correct emails. Please double check your email spellings to make sure you have spelled it correctly!

Support Ticket Breakdown

Support Tickets were back up in January. It was a busy month with a lot of the issues relating to Apps, wifi, and PowerSchool. There was a small wifi issue relating to radio signals in January that was resolved and accounted for the wifi specific tickets. PowerSchool tickets jumped back up after declining dramatically the last few months. Overall, it was a busy month.

Missing iPads January

We only had two missing iPads reported in January, though we did have a device stolen from a vehicle. This was the lowest month for missing iPads, which is great!

Insurance Claims January

Insurance claims were also low in January, though the numbers have tripled in February so far. Please take care of your devices.

Additional Notes

Please remember to fill out a support ticket when needing support. We receive too many emails a day to sort through support emails. Support tickets go into a spreadsheet for us making it easier to stay organized. Do not send students down to our office!
If you have a broken iPad, please pay your deductible to receive a replacement. You will need your device to take NWEA and/or ISTEP, as well as to complete your school work.
We will be cleaning projector filters this week on Thursday, February 22nd.
Please remember your internet searches are monitored through our web filter. While we do not sit and watch the web filter all day, reports let us know any suspicious searches and any inappropriate websites accessed. This works no matter where your iPad is connected…school or home.