1. The Common Core Technology Project Troubleshooting Guide

2. IssuePage How to submit a ticket through the CCTP Help Desk 1 Devices for New Students and L’ed Out Students 2 How to report lost/stolen devices Report of Lost/Stolen Tablets Form 3 and 4 iPad Passcode Troubleshooting 5 MyMail Administrator Access, Student Account Management and New Student Account Information 6 Mobile Device Management (MDM) Access, MDM Training, and MDM Capabilities7 Getting to Know Your Bretford Cart 8

3. Most issues regarding devices can be reported through the CCTP Help Desk at: http://askitd.net/helpdesk http://askitd.net/helpdesk Steps to follow when using the CCTP Help Desk: How to Navigate the CCTP Help Desk: Disabled or Broken iPads Requesting New iPads Lost or Stolen iPads And MORE! 1.Go to the website: http://askitd.net/helpdesk http://askitd.net/helpdesk 2.Choose “Open a service ticket online” option 3.Log in with your LAUSD SSO 4.Choose “Submit a Request or chat with a Technician” option 5.Choose Step 1 6.Choose: Projects (Service Request for Projects like COMMON CORE) optionProjects (Service Request for Projects like COMMON CORE) 7.Choose the option that best suits your needs 8.Describe your issue and update your contact information 9.Submit Page 1

4. Please submit a ticket through the CCTP Command Center for new students and L’ed out students. Devices for New Students and L’ed Out Students Page 2

5. 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. 3.Open a ticket in the Command Center: http://askitd.net/helpdesk and refer to the Page 2 – “How to Navigate the CCTP Help Desk”http://askitd.net/helpdesk 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. 4.Open a ticket in the Command Center: http://askitd.net/helpdesk and refer to the Page 2 – “How to Navigate the CCTP Help Desk”http://askitd.net/helpdesk How to Report Lost and 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

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7. Student has forgotten passcode, but the device has not been disabled… 1.Student or Teacher contacts the school site MDM manager and identifies the student iPad that needs a passcode reset 1.MDM Manager logs into Airwatch (https://cn114.awmdm.com/AirWatch/Login) using their LAUSD Single Sign-Onhttps://cn114.awmdm.com/AirWatch/Login 2.Search for the student’s name 3.‘Select’ the student, ‘choose’ > “Clear Passcode” The Student iPad is “Disabled”… Go to the CCTP Help Desk at http://askitd.net/helpdeskhttp://askitd.net/helpdesk (Please use any one of these browsers: FireFox, Safari, or Internet Explorer) Refer to the the “How to Navigate CCTP Help Desk” instructions for guidance. iPad Passcode Troubleshooting Page 5

8. How to Become a MyMail Administrator GoTo: LAUSD EZ Access Request System (https://ezaccess.lausd.net/StudentEmail/ISISEMAILApp.aspx) to request access We recommend the following two models for who should apply for MyMail Administrator access: 1.One Administrator per grade level or content area 2.Every teacher, or every willing teacher, serves as a MyMail Administrator Resetting a Password IF student knows their Emergency Contact Number (ECN), THEN the student can reset their password using the Self Service Portal (https://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 Students If 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. This can be delayed up to 10 days while SIS and MyMail servers interface with each other. MyMail Administrator Access, Account Management, and New Student Account Information Page 6

9. Getting Setup on MDM To become an MDM administrator, go to: http://askitd.net/ios-reference/484-mdm-access-request- form http://askitd.net/ios-reference/484-mdm-access-request- form Allow 24 hours for access to be processed and approved To access online MDM training and to become an informed MDM guru, go to ITD’s MDM iTunesU course:ITD’s MDM iTunesU http://askitd.net/mdm/index.php?option=com_content& view=article&id=96:learning- resources&catid=88&Itemid=435 The MDM Manager will be able to: 1.Clear a passcode for locked device 2.Review installed apps 3.Ping a device location, “Find a Device” Mobile Device Management (MDM) Access, Training and Capabilities Page 7

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