1. New User Course
5 minutes before- Thank you for joining us, we will start in about 5 minutes.
1 minutes before- Thank you for joining us, we will start in about 1 minute, we will allow a few more people to join then we will start.
Welcome, thank you for attending this iPad Course that will cover The New User Class of your VA issued iPads. My name is ______ I am a part of the VA Mobile Service Desk that supports your iPad. The Service Desk is open 7am-7pm CST Monday through Friday and can be reached at ( VA Mobile) This session is one of many that we will offer to help give you a better understanding about your device, and to ensure the device is benefiting you to its fullest potential.
If you have any questions during the training please post in the chat or hold until the end and we will host an open forum. We have muted all mics to cut down on background noise.

2. Agenda Module 1: Settings Module 2: VA Mobile Service Desk Module 3:
Lost and Stolen
Module 4:
Airwatch
Module 5:
Good For Enterprise
Module 6:
CITRIX Receiver
Module 7:
Mobile PASS
Module 8:
Any Connect
Module 9:
Discussion
Agenda: Here is our agenda for today. First we will go over the settings, The VA Mobile Service Desk, The Lost Stolen Process, Airwatch Agent, Good For Enterprise, CITRIX Receiver, Mobile PASS, Any Connect, and then Close for all Questions.
Phone:

3. For Further information see:
Prerequisites
1. Enrolled into Airwatch Agent
2. Citrix Receiver Downloaded
3. Good For Enterprise Downloaded
4. Mobile PASS set up
5. PIV Exemption has been approved or requested
The Prerequisites for this course are listed here. You will need to be enrolled into Airwatch Agent by either having contacted the Service Desk or have sat with an Authorized User that your location. After you have enrolled, you will need to download and install Citrix Receiver, Good for Enterprise, and MobilePASS by SafeNet from the Apple App Store. After those have been downloaded and MobilePASS has been setup, you will need to have your long-term PIV Exemption approved, or at least requested, from your local ISO.
For Further information see:
Phone:

4. External Controls
As shown, there are many different types of controls on your iPad. The main ones are the On/Off button on the top right hand corner of your iPad and your Home Button which is the only button on the face of your iPad. Others to be aware of are the Volume and the Side Switch. These are located on the outer right side of your iPad.

5. Unlocking iPad
The first thing you will see when opening your device is the “Slide to Unlock” screen. This has the time and any notifications listed. The bottom of the screen says “slide to unlock”, and you will slide your finger to the right of the screen. You will be prompted to enter your passcode to unlock the device. If you are enrolled in Airwatch Agent properly, you will be given a full keyboard to enter your Passcode to get into the device. The complex passcode is necessary due to the VA policy and security features to protect patient safety. After unlocking your device, you will be either taken to your home screen or the last application you had opened.

6. Double Click on the Home Button
Closing Applications
Double Click on the Home Button
Closing Applications: The benefit of closing apps that are running in the background is not only to help the speed of the device, but can help refresh an application that is not running properly. To do this, double tap on your home button, the only button on the face of your device. This will minimize the applications that are all currently running, as seen in the second picture of the slides. An already running app can be opened from this view too, just tap the screen to select the application you want to open by swiping left and right. But to close an app, you will place your finger on the screen and swipe up “to the top” of the screen and it will disappear. That application is now turned “off”. Do this to all the apps the same way until there are none left except your home screen. *Note, your home screen will not turn off because it is always running.

7. Settings
Now we get into the Settings app: First, locate the Settings application on your home screen it looks like a grey gear. There are two sides in Settings, on the left are the main categories, and on the right are the sub-topics.

8. Settings
Wi-Fi
Inside Settings we will go over Wi-Fi. Here you can choose to connect to Wi-Fi’s at home, at work, or Mobile Hotspots. Mobile1SD is the Wi-Fi at most VA Locations. If you are at the VA Location and do not have Mobile1SD please contact the service desk. Without an internet connection, your device functions will be limited. Under choose network, we will find the Wi-Fi network you want to connect to. After you tap on it, you may prompted to enter a password. This password will be the specific to the Wi-Fi network. When you are connected you will see a blue check mark by the name of the network and the Wi-Fi symbol will appear in the top left corner of the device.
*Note, Wi-Fi is not always secure. So please do not join a Wi-Fi Network unless you know whose it is.

9. Settings Cellular Data
If you do not have a Wi-Fi connection, you can surf the internet while using cellular data. You can be outside and mobile with your device, rather than being limited with the restrictions of a Wi-Fi Network. Only certain VA locations have this feature enabled, so this may not pertain to everyone here. If you have this enabled and active, you will see the signal strength in top left hand corner. Some devices may say 1X or 3G, those connections are not strong enough to support the internet. The strongest signal strength is LTE.
*Note if you do not have Cellular Data and would like to request it, this must be approved by your local clinical POC.

10. General – Software Update
Settings
General – Software Update
In the General category, you will see the software update tab. Please note when updating the device it can take up to an hour. The device will become inactive for a certain amount of time, so be sure you’re not in a hurry when you do the update. It will need an wifi connection and a battery life of at least 50%, or plugged into its charger. Per VA policy, your device needs to be as up to date as possible; Therefore, when there is an update available, please do so. After you tap Download and Install you will need to enter your Passcode to verify you want to update. When you update, this fixes any known issues with the older OS version, and most importantly it updates the security of your device. After each update please sync with Airwatch Agent, which we will go over shortly.

11. Settings
Auto Lock
Remaining in the General, Auto Lock allows your device to stay active for a certain amount of time before your screen disables. On the right side find Auto-Lock. Airwatch will allow device to be idle for 5 minutes before it Auto-locks.

12. Settings
Passcode
Find Passcode on the left hand side. And keep this in mind: Password and Passcode are very different. Passcode is what you use to unlock your device. Password is app dependent, so you could have multiple passwords for different applications, but when you see “PassCODE” it is what you use to unlock your device. Here we can choose how often a device requires the passcode after inactivating. In settings, go to Passcode, then enter your current passcode. Then on the right, select Require Passcode, and we recommend that you choose the longest time available.
Note* if you forget your passcode, please contact our service desk and we will be able to assist you.

13. Settings Do Not Disturb
The Do Not Disturb option on the iPad stops notifications, alerts and calls from making any noise, vibration, or lighting up the iPad screen when the device is locked.
Note* If Do Not Disturb is on and something happens to your device troubleshooting time may increase. Be sure this is toggled off to the right of “Manual”.

14. Settings General - Name (Site Code)-TBIEE12345 VHAISTSMITHR
To stay in compliance with your Government Furnished iPad, please follow these steps. First go to General, then About, then Name. This is the name of your device that the Airwatch Servers see. The letters are in all CAPs with your 3 Letter Site Code, Dash, TBI, EE, and then your EE number which is located on the back of your iPad.
If you do not know your site code it is the 3 letters after VHA in your vha username, and remember the chat is available if needed.
VHAISTSMITHR

15. Clear Cookies and Website Data
Settings
Clear Cookies and Website Data
On the left side of your screen find Safari. Then on the right side, towards the bottom in blue lettering select “Clear History and Website Data”. When this is tapped it will delete all the old cookies and cache that is associated with the websites and apps. This clears website data and helps the speed of the device. If an application is not be working properly, try this step to troubleshoot.

16. Control Center WiFi Bluetooth Music Control Airplane Mode
Do Not Disturb
Brightness
Auto Lock / Mute
Some of the features in Settings can be accessed through the Control Center. From any screen on your device, except for the lock screen, you can access this Control Center. Take your finger, and swipe up from the very bottom of your device. This opens the Control Center. Airplane Mode, Wi-Fi, Bluetooth, Do Not Disturb, and Screen Lock/Mute can be accessed through this.
Also, note that you can access many other features on this menu.
Sound
AirDrop
Time App
Camera

17. What is the VA Mobile Service Desk?
iPad View
The VA Mobile Service Desk, is the service desk that handles all training, logistics, and troubleshooting for your GFE iPad can be reached at , you can also us a You will go to Help.VAMobile.us there you will log in with your and password given in the welcome . Here you can check status of your pending tickets. If you need a password reset just give us a call or . On your home screen is a shortcut to our service desk. If you have never used the Help Icon, it will appear blue with a white life preserver. If you have used it before, it will be white with an orange preserver.
Please do not hesitate to contact us, we are here for you! We want to ensure that your device is benefiting you to your fullest potential and helping you to serve veterans in the best manner. Or
Web View
Phone:

18. Lost and Stolen Call VA Mobile Service Desk File Police Report
Alert Supervisor
Alert Local POC
If something happens to your device, there are some immediate steps that need to be taken. Firstly, you should contact the Mobile Service Desk at Then you will file a police report with your VA police or your local police. Alert your supervisor and POC for your location. There will be a ticket created in your name with the service desk that will be updated with the information gathered. If you need assistance alerting any of the Last three the service desk will be able to assist.
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19. Airwatch Agent Airwatch Agent
On your home screen, open the Airwatch Agent app, the blue shield. When it loads, there should be a picture of a black iPad. Tap on the picture and you will be sent to another page that says sync device at the top. Click sync device and then okay. This syncs your device to the VA servers, doing this keeps you enrolled and compliant with VA policy. Per VA Policy this action must be performed every 48 hours, or else it could cause issues if you do not at least once a week. If the Application does not load, please contact the service desk.
Phone: 19

20. Good For Enterprise This application is for your work email
Please make sure your software and name is up-to-date
Good PIN request process
Request type: Apps> /Calendar>Good for Enterprise>Request Access PIN
Good allows you to access your VA- with out having to log on to CITRIX Receiver, which we will cover next. It will also allow you to access the VA intranet and view your calendar. if you do not have this set up and would like to, you can submit a ticket online by clicking on the Help Icon on your home screen. Log into the Help app, then set your Request type to Apps> /Calendar>Good for Enterprise>Request Access PIN. Enter in your EE number in the blank field, which is located on the back of your iPad on the white label. Then select save. This will submit a ticket to our service desk to request your Good PIN. Your PIN is what you will need to set up your Good account. The Good Team will respond with a welcome that contains your PIN and setup instructions for your account. After you receiving the Good PIN you will enter it in the Good app. If you need assistance in setting it up please give us a call at
Phone:

21. CITRIX Receiver
Citrix Receiver should have been downloaded from the Apple App Store
Address:
Description: West
Select: Web Interface
Your username will be vha18\vhaELPxxxxxx
CITRX Receiver is a great way to access into your files, VISTA, and CPRS. Once set up you will select the little man up in the top right hand corner and then select the server that you connect to (north, south, east, or west) then you will tap use OTP token, you will then enter in your username which is VHA then your VISN number backslash (the one that leans to the left) then your VHA username. Your password will be your network password then your OTP token will come from Mobile PASS app which we will cover next.
If you do not have it set up open the app.
Open the Receiver App
Click on Add Account
Minimize the Keyboard, there is a button in the bottom right hand side that does this
Select the Options Menu, Then Manual set up
In the address field type in all lowercase letters: vacagwest.vpn.va.gov
In the Description field type: West
Select: Web Interface
Then save
This opens the Remote access screen, from here use OTP token, you will then enter in your username which is VHA then your VISN number backslash (the one that leans to the left) then your VHA username. Your password will be your network password then your OTP token will come from Mobile PASS app which we will cover next.
Because of the PIV only Enforcement, you will need a PIV Exemption for this to work. you must contact your Regional Help desk for your area and request a long term extension to be sent to your ISO, explain to the tech that you have a GFE iPad and need an exception. If you do not know you which region you are in the chat is available just post your VISN number or city state.
If you need assistance with any of this please contact our service desk

22. Mobile PASS
MobilePASS is where you will access your OTP token that you will use to Log into the Receiver app. This should be downloaded to the iPad or to another smart device like an iPhone. To set this up you must have been at your VA computer. For the people who have MobilePASS set up, open the app and select my token 1 then enter in the four digit pin that was set during the set up process. Then it will create a Passcode. The passcode expires in 30 seconds. Quickly enter this code into the CITRIX Receiver's 3rd blank as the OTP token. For set up assistance please contact the service desk. Attached is the directions to set this up.

23. Any Connect Provides a secure VPN network
Your username will be vha01\vhatogxxxxxx or your VA
Cisco AnyConnect Secure Mobility Client provides access into the VA intranet from any computer or mobile device, if the user is outside of a VA facility, if you are connected to the Mobile1SD at the VA the VPN connection will not be needed. Cisco AnyConnect facilitates access to VA networks and resources from government furnished equipment (GFE) that is enrolled in AirWatch. Future applications may require access into the VA intranet through the Cisco AnyConnect VPN to use their app.
Once downloaded, you should log on using your va.gov address, or vhausername, and your network password. After signing on, just toggle the switch green. Once the VPN Connection is made you will see “Connected” next to the details tab. You will now be able to access VA Resources from your iPad.

24. Questions http:// help.vamobile.us Phone:1-844-482-6624
Courses
Troubleshooting
That concludes our training, We have a 2 question poll, I will post the first one shortly, it will stay open for a few minutes then I will post the next for a few minutes. If you would like to provide more feedback on this presentation, please us at If you need Troubleshooting assistance please contact us at or at
We are available on the phones 7am-7pm CST.
On the back of your device there is a white sticker with our information on it along with some information about your device. Some of this information will be needed when calling the help desk.
Now does anyone have any Questions?
If Not, we thank you for your time and service with the VA community and really hope that this session was beneficial to each of you.