Troubleshooting Guide

Issue Page

Submitting a Ticket Through the CCTP Help Desk 1

Devices for New Students and L’d Out Students 2

Reporting Lost or Stolen DevicesReport of Lost/Stolen Tablets Form

3-4

iPad Passcode Troubleshooting 5

MyMail Administrator Access, Student Account Management and New Student Account Information

6

Mobile Device Management (MDM) and Signing up for MDM Access 7-8

Getting to Know Your Bretford Cart and D&D Cart 9-11

Most issues regarding devices can be reported through the CCTP Help Desk at:askitd.net/helpdesk

• Disabled or Broken iPads• Request New iPads• Problems with iPad Carts or Safes

• Problems with Applications• Lost or Stolen iPads• And more…

1. Go to the website: askitd.net/helpdesk(Please use Firefox, Safari, or Internet Explorer)

1. Choose “Open a service ticket online” option and log in with your LAUSD Single Sign-On

2. Choose “Submit a Request or chat with a Technician” option

3. Choose Step 1

4. Choose: Projects (Service Request for Projects like COMMON CORE TECHNOLOGY PROJECT) option

5. Choose the option that best suits your needs

6. Describe your issue and update your contact information

7. Submit your request

8. A CCTP team member will follow up with you

Page 1

Submitting a Ticket Through the CCTP Help Desk

Please submit a ticket through the CCTP Help Desk: askitd.net/helpdesk(see page 2 for steps) – “Submitting a Ticket Through the CCTP Help Desk.”

A CCTP team member will follow up with you.

Devices for New Students and L’d Out Students

Page 2

1.Notify (as soon as possible) the Los Angeles School Police Department (LASPD) at (213) 625-6631 and obtain a case number.2.Complete a Report of Lost/Stolen Tablet form and submit to school site administration to be kept at the school site for inventory purposes (Attachment B on page 4).3.Open a ticket in the CCTP Help Desk: askitd.net/helpdesk (see page 2 for steps) – “Submitting a Ticket Through the CCTP Help Desk.”

When a device is lost or stolen when on vacation or outside the jurisdiction of the LASPD:

1.Notify (as soon as possible) the local law enforcement agency, file a report, and obtain a case number.2.If the local law enforcement agency does not accept your report, notify (as soon as possible) LASPD at (213) 625-6631 and obtain a case number.3.Complete the Report of Lost/Stolen Form and submit to school site administration to be kept at the school site for inventory purposes (Attachment B on page 4).4.Open a ticket in the CCTP Help Desk: askitd.net/helpdesk (see page 2 for steps) – “Submitting a Ticket Through the CCTP Help Desk.”

Reporting Lost or Stolen iPads

Follow these steps…

When a device is lost or stolen in transit to school, in school, or at home: Available 24/7

Page 3

ATTACHMENT B LOS$ANGELES$UNIFIED$SCHOOL$DISTRICT$$ REPORT OF DAMAGED/LOST/ STOLEN TABLET

School: _____________________________________ Date: _________________ The following tablet has been: Damaged Lost Stolen The tablet was issued to: _______________________ Serial Number________________ If issued to a student: Student ID ________________________ G rade______________ Date of Incident: ________________ Location of Incident: ________________________

Brief Description of Incident______________________________ __________________ _______________________________________________________________________ Person(s) responsible (if known): Name:________________________________ __ DOB___________ Grade__________ Name:_______________________________ ___ DOB___________ Grade__________ Form Completed by________________________________Room/Office_____________ Telephone ________________________ Email_________________________________ Site administrators shall contact the LAUSD IT Helpdesk at (213) 241-5200 and provide the agent with the following information when reporting a damaged/lost/stolen tablet:

1. The serial number of the device(s). 2. The model of the device. 3. Any other missing equipment. 4. Date and location when the device was first noticed lost or stolen. 5. The police report number, if known. (Tracking can begin if the serial number of the

device is known. Do not delay calling the IT Helpdesk to report missing equipment. The police report number can be provided at a later time.)

6. Complete an iSTAR, include the incident tracking number provided by the HelpDesk, if the devices were lost due to a crime.

The HelpDesk will: 1. Advise school police, if applicable, of the incident, 2. Request a replacement tablet be shipped within 24 hours, 3. Update the school inventory.

School staff is to sign for the replacement tablet, keeping a copy of the form on file. Please note: The school inventory will be updated after the student signs on using the replacement tablet. A confirmation email will be sent to the person reporting the incident.

Page 4

Student has forgotten passcode, but the device has not been locked

Option 1: Student or teacher can access the MDM Self-Service Portal at mdm.lausd.net and select "Self-Service Portal.” Login using your Single Sign-On to reset your device passcode.

Option 2: Student or teacher contacts the school site MDM Administrator* and identifies the student iPad that needs a passcode reset• MDM Administrator: Log into Airwatch at mdm.lausd.net -> “Management Console.”

• Search for the student’s name• ‘Select’ the student, ‘choose’ > “Clear Passcode”

The Student iPad is “Disabled”

Open a ticket in the CCTP Help Desk: askitd.net/helpdesk (see page 2 for steps) – “Submitting a Ticket Through the CCTP Help Desk.” A CCTP team member will follow up with you.

iPad Passcode Troubleshooting

Page 5

*See p. 8 for steps on obtaining school site MDM administrator access

How to Become a MyMail Administrator GoTo: LAUSD EZ Access Request System (ezaccess.lausd.net/studentemail) to request accessWe recommend one of the following two models for MyMail Administrator access at your school:1.One Administrator per grade level or content area2.Every teacher, or every willing teacher, serves as a MyMail Administrator

Resetting a PasswordIF student knows their Emergency Contact Number (ECN), THEN the student can reset their password using the Single Sign-On Self Service Portal (studentsso.lausd.net/studentsso).

IF the student does not know their ECN, THEN the student or teacher contacts the school site MyMail Administrator who can reset the password through the MyMail Portal.

MyMail Accounts for New StudentsIf the student is enrolled in LAUSD, but new to the school…The School Site Designee or teacher contacts the MyMail Administrator to locate the student’s MyMail account and reset the password.

If the student is new to LAUSD… The School Site Designee or teacher contacts the MyMail administrator to generate a MyMail account. Note: this may be delayed up to 10 days while SIS and MyMail servers interface with each other.

MyMail Administrator Access, Account Management, and New Student Accounts

Page 6

Mobile Device Management (MDM)

Page 7

MDM is a software tool that enables school administrations to secure, manage, and support mobile devices deployed across a school campus or large geographical location.

Go to mdm.lausd.net to access Mobile Device Management resources:

Training Resources including videos through iTunesU

Application to become a MDM Administrator at your school site

Reset your device passcode

Go to mdm.lausd.net and click on “Request Access”

Signing Up for Mobile Device Management (MDM) Administrator Access

Page 8

On the form, select one of the following access types:

•Inventory Administrator – View mobile devices and run inventory reports for your school.•Local Administrator – Manage all mobile devices deployed across your school campus (i.e. change device settings and deploy mobile applications, ebooks, and educational content).•Teacher Administrator – Manage a group of devices including passcode resets, launching a single application, and distributing content.

Ens

ure

bot

h th

e to

p li

d a

nd b

otto

m

doo

r ar

e cl

osed

bef

ore

turn

ing

the

hand

le b

ack

to t

he h

oriz

onta

l p

ositi

on a

nd a

pp

lyin

g th

e p

adlo

ck.

®

Mo

bili

ty T

op

loa

de

r fo

r iP

ad

Unl

ock

and

rem

ove

pad

lock

firs

t, if

ne

cess

ary,

and

tur

n th

e ha

ndle

cl

ockw

ise.

Thi

s w

ill un

lock

bot

h th

e to

p li

d a

nd b

otto

m d

oor

of t

he c

art.

TO

OP

EN

CA

RT

TO

CL

OS

E /

SE

CU

RE

CA

RT

To o

bta

in s

up

po

rt f

or

you

r ca

rt,

ple

ase

con

tact

:

laus

d@

bre

tford

.com

(866

) 866

-475

8

Page 9

Page 10

Page 11