While the enrollment process is generally smooth, hiccups can occur given the number of students we have enrolling at the beginning of the year. The most common issues with the enrollment process are outlined below, including next steps to take.
An iPad can't join the "Enroll" network, or it asks for a WiFi password
If a student can't join the network, or is prompted to enter a password when he/she joins, have the student fully power off the device and then turn it back on. Once booted back up, attempt to re-join the network. Enrolling more than 10 students simultaneously can also overload the network and cause issues connecting.
The iPad says it could not download the device configuration, configuration profile, etc
This is generally caused by a temporary network problem. The student should be able to power off the iPad, power it back on, then repeat the enrollment steps. In most cases the issue does not recur.
A student's username and password isn't working during the first login step (ie the non-Apple ID login)
First confirm that the username corresponds with the students computer login username (generally first + last name, possibly with two-digit graduation year appended at the end for younger students). Re-type the password "1" (no quotes) to confirm the login info is correct. If after tapping next, the login doesn't succeed, contact email@example.com with the list of students experiencing the issue.
A student's Apple ID login isn't working
First confirm the student's Apple ID username and temporary password match the card that was furnished by the tech department. If after re-typing the info the login still fails, there is likely an issue with the Apple ID password itself; contact firstname.lastname@example.org to assist with a password reset for that student.
A student chose the wrong setting (e.g. language/region settings, disabling location services)
Each enrollment menu (save for the very last one) should contain a "Back" button in the upper-left corner. If, for example, a student chooses Portuguese as the device language, they can (once the iPad has switched languages) tap the button in the upper-left to return to the language selection screen and change back to English.
A student enrolled successfully, but apps are not downloading
Once enrolled, an iPad should check in with the management system and begin to download apps in roughly 1-2 minutes. The more devices that enroll, however, the slower this will go. In a class of 25, if students enroll in groups of 5 at a time, the first 5 students may start to download apps within a minute or two, while the last 5 students to enroll might find it takes closer to 5 minutes for the apps to begin downloading. If a student still has not received apps after 30 minutes, make a note and contact email@example.com with the student's name for help.
If you run into another issue not listed here, please contact firstname.lastname@example.org're likely not the only one affected by it!