iPad Tech Support

Welcome to the iPad Technical Support Page 

During the Covid19 closure, if your child experiences an issue with their iPad, the Department of Technology members will be able to assist remotely. If the help you need is not addressed on this page, you can call us at 541.830.6700 during regular business hours (Monday-Friday 7:30 a.m-4:00 p.m.). You can also email the help desk at ConnectEd@eaglepnt.k12.or.us or submit a ticket by completing this form.

Table of Contents
Forgotten Username or Password
Forgotten Passcode/Locked out of iPad
Missing App
App Not Working Correctly
Your Student Lost or Damaged Their iPad Charger

Forgotten Username or Password

We use Rapid Identity to manage user credentials, so if your student forgets their username or password, follow the steps below.  In order to do this, your child will have had to set up their Security Questions. If that has not been done, you will need to reach out to the Department of Technology (IT) for assistance.

First, open the Rapid Identity App which looks like this Rapid Identity App Logo. The app will redirect to Safari. Then follow the steps in this Slide Deck:

Forgotten Passcode/Locked out of the iPad

If you have forgotten your iPad passcode and are locked out of your iPad, take the following steps:

  1. Contact the Dept. of Technology (IT) with the student’s name and the iPad serial number (found on the back of the iPad). Look for a black and white barcode sticker that looks like this:

    iPad serial number tag

  2. If the iPad is connected to the internet, IT will be able to send a remote command to unlock the iPad. You can make sure that your student’s iPad is connected to WiFi by looking for this symbol in the top right of the screen: 

    iPad wifi signal

  3. Wait for the iPad to be unlocked. You can check this by periodically pressing the home button on the iPad.

If there is no WiFi connection, the command that IT sends will not be received by the iPad. The following steps must occur:

  1. The iPad will need to get within range of any of the school district’s WiFi signals, then it will automatically connect to WiFi and receive the command. 

  2. If the iPad does not reconnect automatically to WiFi while next to one of the district’s buildings, we will need to coordinate a time for you to bring the iPad to the Department of Technology for connection to a special cable.

Missing App

All EPSD9 iPads have the Meraki App. The Meraki App acts as the EPSD9 district approved App store. If an app is missing:

1. Open the Meraki App
2. Search for the missing app.
3. Reload the app.

App Not Working Correctly

If your student is having any issues with using an app, the first step is to make sure the iPad is running the current iOS. This can be checked by going to Settings, General and Software Update. 

If that does not resolve the problem, the next step is to delete and reload the app through Meraki.

Between updating the iPad and re-installing the app most issues are resolved.

Your student lost or damaged their iPad charger

Students/Parents are responsible for replacing the block and/or cord with an equivalent meeting these specifications: 

1. A replacement charger must have an output of 2.4 Amps/12 Watts
2. A cord replacement needs to be a standard Apple Lighting cord