Technical Troubleshooting Tips

MPSA  Tech Help Request Form APS Tech Help
Family Tech Center: 703-228-2570
MyAccess@APS Login GlobalProtect Process
GlobalProtect Error Google Classroom
GlobalProtect – VPN/Connect on Demand Settings Connecting the WiFi
Updating Apple iOS_iPad Software Forcing App Updates
How to log into a student Google Account
Email accounts are non-functioning
iPad Storage Full

How to log into Teams as a Student

Teams Video Tutorial

Trouble Charging the iPad

MyAccess@APS Login

Students will use MyAccess@APS to access their Google Drive, Google Classroom, Canvas, online databases, Destiny Discover, MackinVIA, etc. Students use their Student ID/Lunch Number and their unique password. If students forget their password, fill out this form for assistance.

Back to top

GlobalProtect error

  1. Option 1:  If the screen is asking for a password, enter the password that is used with Google Drive / Canvas
  2. Option 2: Reboot / turn off/on the iPad

Back to top

GlobalProtect – VPN / Connect on Demand Settings

The VPN must be connected while on any network other than the APS network. To make sure this setting is set correctly on the iPad follow these steps:

  1. Go to settings.
  2. In the General tab tap VPN. If the VPN is not connected, push the slider to on (green).
  3. On the right side of the screen you should see “GlobalProtect 5.0 (aw gui)” and a blue i (with a circle around it).
  4. Tap the i and you should see a slider next to “Connect on Demand”. Move this slider on (green).
  5. Both the VPN and “Connect on Demand” need to be on in order for the iPad to connect to the internet.
  6. To check if the VPN is on, you should see a VPN symbol at the top right-hand corner of the iPad screen.

Back to top

GlobalProtect Process

If your child’s iPad does not connect to your home WiFi network it could be that they did not complete the GlobalProtect process at school on the APS network. If the process was not completed at school the iPad will not be able to connect to your home WiFi network. In order to complete this process you will need to visit an APS campus and connect to the APS network (either from the parking lot, playground, etc.). Follow these steps in order to complete the GlobalProtect process:

  1. Begin by rebooting the device (either hard restart or press and hold down the power button and move the red slider)
  2. From the school parking lot or close proximity to the building you will need to access the APS WiFi network
    1. Tap Settings
    2. Tap WiFi
    3. Tap APS
    4. Press the Home button
  3. On the home screen locate and tap the HUB app
  4. Log into HUB with student’s login credentials
    1. Before logging in, check the Save User checkbox
    2. Username: ___
    3. Password: ___
    4. Tap the Home button
  5. On the home screen locate and tap settings
    1. In the general tab find VPN
    2. Tap VPN
    3. On the right-hand portion of the screen you will see “GlobalProtect 5.0 (aw gui)” and a blue i (with a circle around it). Tap the i and you should see a slider next to “Connect on Demand”
    4. Move the slider to gray (turn off)
    5. Press the Home button to return to the home screen
  6. Open the GlobalProtect app
    1. Tap the circle to connect (middle of the screen)
    2. The screen should go from gray to green when it has connected
    3. Press the Home button to return to the home screen
  7. On the home screen locate and tap settings
    1. In the general tab find VPN
    2. Tap VPN
    3. Tap the i (blue circle) beside GlobalProtect 5.0 (aw gui)
    4. Move the slider to green (on)

**Note** If the WiFi at the APS campus is not registering on the iPad or if the device will not connect to the APS network you will need to tell the device to forget the APS network and allow it to scan for the network again.

Do this by going into Settings >> WiFi >> Tap APS >> Tap “Forget This Network”

**Note** The VPN will not be connected while you are on the APS network. When you return home make sure the VPN is connected by going to Settings >> General >> VPN >> turn slider to on (green).

Back to top

Google Classroom

If your teacher is using Google Classroom but it will not open for you, try this:

  1. Open Google Drive
    1. Go to the upper right corner and click on the circle with student initial
    2. Click Manage accounts on this Device
    3. Click “Remove from Device”
  2. Open Google Classroom
    1. Click “Get started”
    2. Enter log in information
      1. Make sure you enter     DO NOT enter
    3. At APS screen enter studentID and student PW

If the app disappears after being opened, watch this video tutorial to troubleshoot the issue (clip from YouTube – cannot be viewed on student iPad)

Back to top

Connecting to WIFI

  • Double check the WiFi to assure you are connected:
    • Settings > WIFI
  • Turn iPad off (hold down power button then slide bar on screen to off)
    • Wait 10 seconds; turn power on-you should see white apple on start up
  • If you are still not connected to WiFi look for the GlobalProtect app on the iPad
  • Open the app and enter the student’s MyAccess@APS password
  • Turn the iPad off then on if needed to connect

Back to top

iPad Storage Full

If the storage on the device is close to or reached its limit you will need to delete items that take up space (especially videos, photos, and iMovie/Garageband/large projects) and delete photos/videos from the deleted items folder as well.

  • Go to Settings
  • General
  • iPad Storage
  • Manage Storage

The device will calculate what is taking up the most space and then delete those resources.

Back to top

Trouble Charging the iPad

  1. Make sure that the iPad is indicating that it is charging. Connect it to the AC adapter and plug in the charging cable. Check for a lightning bolt next to the battery icon at the top right of the screen.
  2. It’s possible that the device needs to be restarted. If the device has any power left, try rebooting the device. This can be done while the device is on the charger.
  3. Do not charge the device through another device (i.e., computer or external battery). It won’t damage the device if you do but it may not be able to get enough power from the second device. It is best to plug the device into a wall outlet.
  4. You may have a faulty charging cable. Double-check that the cable looks like it is in working order with no damage.
  5. Check the Lightning charging port. The port may have debris which will prevent the device from securing a proper charge. Blow the dust/dirt out with an compressed air canister or lightly swab the port with a cotton swab.
  6. Information from Apple Support

Back to top

PK-2 Student iPad Setup

Use this document as a guide to set up the iPad that was issued before the end of the school year.

Back to top