Checklist Troubleshooting
This section will help with the most common problems and provide some trouble shooting tips that should be followed before contacting your administrator (Secondary) or contacting Connected Falkirk – connectedfalkirk@falkirk.gov.uk (Primary).
We know it is a cliche but the first step in troubleshooting is always the same – turn your device off and on again.
If this doesn’t resolve the issue see the options below for specific steps to troubleshoot common problems.
Technical Problems
Technical problems happen from time to time, the most common variety tend to be frozen screens or the buttons or keyboard becoming unresponsive. Luckily, most technical glitches can be fixed in two simple steps.
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Complete each of the steps below in order to see if the problem has been resolved. If the step has not resolved your issue, move onto the next one.
If you need help with any of these steps please see the detailed instructions below.
STEP 1: Check your iOS is up to date
iOS updates are regularly issued to overcome any technical or compatibility issues with apps and your device, as well as to enable new features. It is essential for you to keep your iPad iOS up to date. Your iPad will download this automatically but you need to install when prompted.
Tap on the settings icon. Tap on General and then Software Update.
If this highlights an update is available please install the update.
STEP 2: Close all apps
Just like humans, machines can get overloaded if they’re trying to do too many things at once. iPads run apps which often remain open in the background until you close them (which doesn’t happen often). Regularly clearing your active apps is a good idea.
Double press on the home button (the only round button on the surface of your device). This will provide you with the overview of all your open apps on one screen as pictured below. Swipe up with a single finger on each app to close it.
Step 3: Restart your iPad
Yes, yes, we know this one is the oldest joke in the book but there is a reason for that. We tend to keep our devices running most of the time, juicing them up with power when they need it but the reality is sometimes your device just needs a wee power nap…
Once all apps are closed, restart your iPad by holding the single power button on the top right (when held vertical) of the device until this screen appears. Then swipe right on the power icon to power off.
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After two minutes restart your device by holding the power button on top right of the device until the Apple logo appears on your screen.
Step 4: Soft reset your iPad
If you have followed Step 1 and Step 2 and the problem isn’t resolved, you will need a ‘soft reset’ on your device. This allows your iPad to reboot itself.
To perform a soft reset you must have your device switched on. Press and hold the power button (top right) and the home button at the same time until the Apple logo appears on the screen. This should happen after a few seconds. Your device will then reboot which may take a few minutes.
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Step 5: Reach out for help
Sometimes things are a little more complicated and the Connected Falkirk team or your school technician need to do some behind-the-scenes magic on your iPad. If the above steps have not addressed your issue and you require further assistance please don’t hesitate to contact the relevant people.
Secondary Staff
Contact your system administrator/school technician who will be able to assist and confirm the stages you have followed.
Primary Staff
Contact Connected Falkirk – connectedfalkirk@falkirk.gov.uk who will be able to assist and confirm the stages you have followed.
Connectivity Problems
Some common issues that suggest a connectivity issue are:
- being unable to open app/safari;
- being unable to download app from app portal;
- or your device not updating IOS.
This is usually down to a few quick oversights in the settings that can easily and quickly be checked. Complete each of the steps in order.
If you need help with any of these steps please see the detailed instructions below.
Step 1: Check your location services
Tap on the Settings icon.
Select Privacy from the column on the left and ensure that your Location Services are ON. Because your Connected Falkirk device is managed the location services are required to push updates and app refreshes wherever you are, this includes pulling the most recent version of the Connected Falkirk network password.
Step 2: Check your wifi
In Settings tap on Wi-Fi and connect to a nework. Your network will show a blue tick to the right of the network name if you are successfully connected. Remember you will be on Connected Falkirk at school but you can also connect to home networks to use your iPad elsewhere.
Please ensure you are connected to a wifi network if you wish to download apps or run updates, or if you wish to use an app that requires the internet (note that not all apps do and your iPad has many powerful ‘Core’ apps that do not require a connection).
Step 3: Reach out for help
If the above steps do not resolve your issue it’s time to contact someone who can investigate the problem further.
Secondary Staff
Contact your system administrator who will be able to assist and confirm the stages you have followed.
Primary Staff
Contact Connected Falkirk – connectedfalkirk@falkirk.gov.uk who will be able to assist and confirm the stages you have followed.
App Problems
Sometimes apps will become unresponsive. The most common cause of this issue is that there are simply too many apps open at once or that your connection is disrupted. If you find an app is unresponsive follow the steps below to resolve the issue.
If you need help with any of these steps please see the detailed instructions below.
Step 1: Close the app
Double press on the home button. This will provide you with the overview of all your open apps on one screen as below. Please swipe up with a single finger on the app that is not responding.
Step 2: Follow Technical points
Follow the steps listed in the technical problems troubleshooting section of this page.
Step 3: Re-download the app from the app portal
You may need to delete and redownload the problem app from the app portal. You can find out how to do this on the apps page.
Step 4: Reach out for help
If you have deleted an app by mistake and you cannot retrieve it from the app portal you should contact school administrator:
Secondary Staff
Contact your system administrator highlighting your iPad Serial Number (Setting/General/About) and app deleted.
Primary Staff
Contact Connected Falkirk on connectedfalkirk@falkirk.gov.uk highlighting your iPad Serial Number (Setting/General/About) and tell us which app you are struggling with.
