Frequently Asked Questions

Version .82 (12/01/17)

Logins and Passwords

I am not able to access my Apple Volume Purchase Program (VPP) login? Contact us at [email protected] for assistance. ​ ​ ​

I need to update my Sprint C3 Ignite iPad Administrator / Coordinator? Contact us at [email protected] for assistance. ​ ​ ​

How do I change my Volume Purchase Program/Apple ID password? ● Go to: https://appleid.apple.com/ ​ ● Log in with your ADLA VPP username/password. ● Locate Security Password on the left side of the screen and select Change Password. ● Enter the temporary/current password and enter your new password [must include 8 or more characters with a letter and number] ● Confirm the new password and select Change Password.

NOTE: Temporary passwords issued by Sprint team should be updated within 45 days of issue.

Why do I need a credit card even though I am only using free Apps? Apple requires the use of a credit card as a security tool to validate the administrator of the account, has appropriate abilities and finally to verify the profile being utilized is a legitimate account. No charges will be billed onto a credit card without authorization of the administrator.

Can I use an iTunes or Apple Gift Card to purchase my apps? No, an iTunes gift card is not considered a valid form of payment for use on the VPP website.

Why should the administrator or manager of the iPads need to have a generic email address? We recommend a universal generic email address such as C3Admin@[school domain] or ​ ​ C3Ignite@schooldomain so that AirWatch and Apple ASM can still be accessible by either the ​ primary user, the backup/secondary user or in the case that the current administrator is no longer at a particular school, there will still be accessibility to the AirWatch and VPP portals. This will minimize downtime and avoid difficulties in future transitions.

What is the web address to log into Airwatch? Visit- https://cn366.awmdm.com/

What is the web address to my VPP? Visit- https://volume.itunes.apple.com

What is the Sprint C3 Ignite Portal? The Sprint C3 Ignite portal is an informational website with reference links and content regarding the C3 program provided by Sprint. Here you will find links, tutorials and other guides to enhance your experience in the C3 Ignite program.

What is the web address to the Sprint C3 Ignite Portal? Visit- http://sprint.com/c3ignite

How Do I?

How to create a new user (Student) account in AirWatch? In Airwatch: ● Navigate to Accounts > List View. ​ ​ ​ ​ ● Click on Add > Add User. ​ ​ ​ ​ ● Under Add/Edit User, complete the following- ​ ​ ○ Username- Login to register your device with the AirWatch MDM system. ​ (Also used to identify the device.) ○ Password ○ Full Name- Name or student to be associated with the account being created. ​ ○ Email Address- Can be a generic email address. ​ ○ Skip the Enrollment and Notification sections and select Save. ​ ​ ​ ​ ​ ​ ● User has now been created in AirWatch and is ready to be enrolled onto a device.

How do I assign a new or existing user to a user group. (i.e. Grade Level, EdTech Baseline, etc.) In Airwatch: ● Navigate to Accounts > List View. ​ ​ ​ ​ ● Select the user to be assigned. ● Select More Actions > Add to User Group. ​ ​ ​ ​ ● Use the Drop down and select Group. ​ ​ ● Select Save. ​ ​ ● User is now assigned to the selected group and apps will push automatically to a device.

How do I assign users and apps to a smart group? Refer to http://sprint.com/c3ignite > How To Instructions Adding Users to Assignment / Smart ​ ​ ​ Groups.

How to setup the C3 Ignite iPad? ● Power up the iPad. ● Select Language ● Select Country ● Wi-Fi screen will appear. ○ Select the appropriate Wi-Fi connection to use and enter any required passwords. ● Tablet will activate and Remote Management screen will appear. ● At the Remote Management Login, enter the User Account and password. ● Tablet will automatically download all apps and profiles based on the group that it was assigned to. ○ Due to connection and size variances, app and configuration download processing time may vary. ● Set screen passcode if prompted. ● Tablet is now ready to be deployed.

How do I setup a custom wallpaper on my school iPads in Airwatch? In Airwatch: ● Navigate to Devices > Device Settings > Apple > Apple iOS > Managed Settings. ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ● Upload a Custom Home or Lock Screen Image as desired. (note size and ratio for proper ​ ​ ​ ​ appearance on your iPads.)

My Sprint C3 Ignite Apple iPad says Lost Device or Lost Mode? Lost Mode is a feature available through Airwatch to secure a missing device and assist in tracking the unit (including a map of the unit’s current or last connected location) while protecting data without having to remote wipe the device. (See below)

What do I do if the Sprint C3 device is Lost or Stolen? Use the Lock, contact, then in worse case, wipe and replace process: ● Login to Airwatch ● Go to Devices > List View ● Use the Search List box to find the device in question. ​ ​ ● Select the Device. ● Click on the More Actions option and choose Enable Lost Mode. ​ ​ ​ ​ ● Follow prompts to lock the device and provide appropriate Contact information.

This will lock your Sprint C3 device to prevent further unauthorized use. Please then report the incident to [email protected] for further assistance and potential wiping of the device. ​ ​ Please provide Serial Number or device ID, date incident occurred and circumstances surrounding the loss.

How do I remove “Lost Mode” on a device? Use AIrwatch to pull up the particular Sprint C3 device in question. ● Go to Devices > List View > search for Serial # or User Name of device > Click for ​ ​ ​ ​ ​ ​ ​ ​ Device Details. ​ ● Once viewing the details for the device, select More Actions and Disable Lost Mode. ​ ​ ​ ​

Should I update my iPads to the latest iOS software? The C3 IGNITE program recommends to wait for several months after an iOS release before downloading any updates to ensure compatibility of apps used by schools and any pertinent unknown issues. When you choose to download the latest version, it is suggested that schools use a test iPad to confirm apps are working as expected or to identify any potential concerns prior to downloading to all devices.

How do I update the iOS software on a single iPad? Use AIrwatch to pull up the particular Sprint C3 iPad in question. ● Go to Devices > List View > search for Serial # or User Name of device > Click for ​ ​ ​ ​ ​ ​ ​ ​ Device Details. ​ ● Once viewing the details for the device, select More Actions and iOS Update. ​ ​ ​ ​

How do I update the iOS software for all of my Sprint C3 iPads? (Using Airwatch) [Note, if you have a large amount of iPads assigned to your school, doing a batch iOS update will use significant amounts of bandwidth simultaneously. It is recommended that this update during off hours or over the weekend.]

● Go to Devices > Compliance Policies > List View. ​ ​ ​ ​ ​ ● Select OS Version. ​ ​ ● For the rule, select OS Version > Less Than or Equal To > and select the highest iOS ​ ​ ​ ​ version that you need for your school operations. (Ideally 10.2 or later.) ● Click Next, then validate or click Command > OS Updates. ​ ​ ​ ​ ​ ​ ● Click Next and validate your school is properly listed under Assigned Groups. ​ ​ ​ ​ ● Click Next to review then Finish and Activate. ​ ​ ​ ​

Can I update all my iPads through other means if I have bandwidth or resource limitations? School administrators with a later model Macintosh computer (Desktop or laptop) and appropriate hardware can use Apple Configurator to perform a batch physical software update ​ ​ or they can contact us at [email protected] for further assistance. ​ ​

Apps

How do I purchase an App in VPP? Refer to http://sprint.com/c3ignite > How To Instructions Purchasing Apps ​ ​ ​

How do I assign apps purchased to a smart group? Refer to http://sprint.com/c3ignite > How To Video Pushing Apps/Assigning Smart Groups ​ ​

Should I be using an Apple ID to load apps onto my iPads? No, an Apple ID should not be used. Administrators will need to use the VPP website to obtain apps.

What is the EdTech Baseline Apps? The EdTech Baseline Apps is a series of free apps available for Students and teachers that are suggested to enhance the learning environment at your school using the Sprint C3 Apple iPads. Schools are not required to use these apps, however ADLA has made Professional Development available from EdTech for schools to learn how to use these apps.

How do I obtain the EdTech Baseline Apps? Visit the Sprint C3 Ignite Portal and under Suggested Other Resources; click on EdTech App ​ ​ ​ ​ ​ Catalog. ​

Is there a limit on the number of Apps I can have on an iPad? Schools can load as many apps as they feel is appropriate for their learning environment. Keep in mind, the iPads have approximately 32 GB of space free that is used for Applications, Documents, Multimedia and Content storage combined. ​ ​

What are best practices to manage App downloads? Larger apps can take up significant time and bandwidth. Pause or delay installation of larger size apps until off-school hours to minimize downtime. While it is great to have more apps on a device, the more apps on an iPad means a higher level of management to ensure students can find the applications in a timely manner.

How do you pause an app installation? Pausing an app is useful when you want to temporarily pause the installation of a large app or trying to manage bandwidth concerns. When an iPad app begins downloading: ● Tap on app once and a pause symbol will appear on the center of the app. This will pause the app so you can download other apps or use your connection for other purposes. ● Press the app again to un-pause and resume downloading.

Maximum apps downloaded simultaneously? The Sprint C3 iPads are designed to download 3 apps simultaneously at once. This is a tablet and software design feature.

App sizes and connectivity. Your Sprint C3 iPads have both Wi-Fi and Sprint wireless connectivity. Apps under 100 MBs in size will download on either network. Apps over 100 MBs will download only over Wi-Fi. This is by design of the iPads.

I am not seeing an assigned App on one of my iPads? ● On the selected iPad, open Catalog. ● Look for the application in question. ● Select Install. ​ ​ If the application in question is not listed in the Catalog, sign into your Airwatch to ensure the particular app is assigned appropriately to the iPad (or that the iPad is in the proper User / Smart Group).

I need to delete an App from my iPad? (Group level) Go into Airwatch and modify your User Group to remove the App in question.

I need to delete a single app on a single iPad? On the iPad in question, press and hold on the icon of the application. The app should start ‘shaking’ and an x will appear on the corner of the app. Tap the x and confirm that you want to delete the app. Press the Home button once finished. ​ ​

I am not able to find the App that I want to use in the VPP portal? Some programs have been found to require licenses to be purchased outside of the VPP or with a special purchase agreement. The provider of the application should be able to provide a special redemption code that can be used with your VPP portal.

What is the maximum number of Apps I can have on my iPad? The iPads can hold a maximum of 220 applications in it’s default configuration. With proper management, it could handle a higher amount, but that may impact storage space and performance.

How do I learn more about Apple Classroom? Apple Classroom allows teachers and administrators to manage a group of students in an interactive form of learning. To see a video, see the link below: https://www.apple.com/education/it/#get-right-materials

I’ve updated to iOS 11 and now some of my apps aren’t working. What do I need to do? As part of the iOS 11, Apple has announced that the 32 bit apps will no longer work and that the Apple Store is moving to a 64 bit format overall. As a result of the recent iOS 11 updates some apps ​ currently being used on the C3 Ignite tablets may experience performance issues. Apps that have not been updated since 2014 and/or apps with a 32-bit structure are no longer supported.

To identify 32 bit apps on your device: ● On your iPad go to Settings > General > About, and then look for Applications in the ​ ​ ​ ​ list. ● If you don't have any applications that are 32-bit then tapping Applications will do ​ ​ nothing. But if you see an arrow on right side of that section then tap on it and you'll be presented with a list of all the 32-bit apps on your device. ● If an app is effected and no updates are available, you can select the app in the 32-bit list which should take you to the App Store. Verify if the developer has released a newer version of the app under another name or as a sequel. If so, this app will need to be purchased separately in your VPP and assigned to your Smart Group. ● If an update or sequel is not available, you may wish to select an alternative app.

I am interested in purchasing books in iBooks - what are my options? Schools interested in iBooks, please reach out to the C3 IGNITE team for important information related to Managed Apple ID (VPP) and Personal Apple IDs.

Troubleshooting

I am locked out of my iPad or do not know what the password / passcode is? Use AIrwatch to pull up the particular Sprint C3 iPad in question. ● Go to Devices > List View > search for Serial # or User Name of device > Click to view ​ ​ ​ ​ ​ ​ ​ ​ Device Details. ​ ● In Device Details, select More Actions and Clear Passcode > Device. ​ ​ ​ ​ ​ ​ ​ ​

How to restart your iPad? ● Hold down the Sleep/Wake button (on the top or at the top-right of the device) until "slide to power off" appears. ● Swipe the power off slider. ● Wait until the device has fully powered down, then press and hold the Sleep/Wake button to turn on the iPhone.

My Ipad is Frozen, how can I reset it? ● Press and Hold BOTH the Power and Home buttons. ​ ​ ​ ​ ● After several seconds, the screen will go black and the Apple Logo will appear. Release buttons. ● iPad should restart back to normal state.

I’m trying to push Apps to my iPad but they aren’t loading? ● Make sure the Sprint C3 device is the correct one being used. (User ID, Serial, etc) ● Check that the C3 iPad is enrolled and assigned to the appropriate Airwatch Smart ​ Group. ​ ● Using Device Details View, the administrator can also select More Actions > Sync ​ ​ ​ ​ ​ Device. ​ ● Verify the C3 device is connected to the Wi-Fi. ● Check to make sure there are no network filters that may be blocking downloads.

I’m trying to register an iPad and I am prompted for my ACES login? Most of the time this is due to an error with the Serial Number of the iPad not being properly recognized in Airwatch. Please contact us at [email protected] for assistance. ​ ​ ​

My iWork/iLife (Keynote, Numbers, Pages, GarageBand, iMovie) apps are prompting for or requiring an Apple ID. All devices come pre-loaded with consumer versions of the five apps from Apple. To ensure the appropriate version of the apps are used in accordance with the VPP/AirWatch management, the original five apps must be manually deleted from each tablet. After the deletion is complete, these apps should be purchased in your VPP, assigned in AirWatch to the smart group of choice and pushed. If this has been completed and you are still experiencing issues, please contact us at [email protected]. ​ ​

I tried to download an iOS update and it says Unable to verify. Installation Failed. (Or similar error message.) ● Check your Wi-Fi connection to verify you have connectivity. The C3 iPads require a Wi-Fi connection to verify the installation is valid. ● If that does not appear to be the issue, you may need to download the update again. ● Go to Settings > General > Storage & iCloud usage > Manage storage. Click on the listing for the iOS update and select Delete Update. ​ ​

My iPad seems to be running slow? ● Double-press the Home button in a quick succession. ● This will display all the recently used apps. ● Slide older apps upward to close them completely. ● Also consider power-cycling the device.

Device Related

Passcode Rules? Passcodes cannot be sequential numbers (0000) or ascending/descending (9876, 1234, abcd, 121).

Are there website restrictions or filtering on the Sprint C3 Ignite iPads? Yes as the devices are property of the Archdiocese of Los Angeles, content filtering is being employed and updated continuously to ensure a proper, safe, learning environment.

Defective or damaged device? Please refer to the extended warranty and insurance program details on the Sprint C3 Ignite ​ Portal. ​

What are best tips on charging the iPads and Power Management? ● Apple iPads should always be charged using an official iPad compatible chargers of 2.1 amps or greater. (iPhone chargers have a lower power rating) ● When an iPad gets below 10% of power, immediately place it on a charger. ● Do NOT let your devices run completely out of power. Extended periods of a drained battery damage the battery and the iPad.

How should I store iPads for the summer or other extended periods of time? Apple iPads that are not to be used for more than 2 weeks should be fully charged for storage. This will ensure maximum life of the tablet and avoid any potential damage or data loss. ● Charge the device to full power. ● Unplug from Charger. ● Shut device down completely. (Press and hold power. Slide right to use Power Off slider.

DO NOT leave iPads plug into a charger for extended periods of time. (i.e. greater than a week) Potential battery damage to the iPad or overheating could occur to the charger. (And you will be wasting energy)

Are Students allowed to take these Sprint C3 Ignite iPads home or be used outside of the school? They are capable of being used ‘remotely’, however schools are required to have an appropriate policy on use and responsibility of the iPads with proper agreements between the students, their parents and the school. Please refer to your school’s MOU for further details.

Are there different iPads being deployed to schools? As technology is constantly being updated, the C3 Ignite program is always adapting as new models become available. Student iPads include Apple iPad Air 2 9.7”and Apple iPad 2017s ​ ​ ​ ​ 9.7” (aka Gen 5 Apple iPads.)

Change / Adds / Deletes

I need to reassign tablet to another user. What do I need to do? There are several ways to restore a Sprint C3 iPad to ‘factory default status.’ 1. Use the Wipe Device Option in Airwatch. ​ ​ 2. iTunes, on any PC or Mac: https://support.apple.com/en-us/HT201252 or ​ ​ ​ ​ 3. Apple Configurator, requires Mac: https://support.apple.com/apple-configurator ​ ​ ​

After the device has been wiped, follow the steps below to register the new user to the iPad. ● Create a new or modify a user in AirWatch > Accounts > Users. ​ ​ ​ ​ ​ ​ ● Assign the user in Airwatch to a User Group / Smart Group. ● Review apps ● Assign appropriate profiles ● Enroll the iPad with the username and password. ​ ​ ​ ​

Starting a new year: How should I prepare the iPads for the new school year? Every school has their own style and needs regarding the use and deployment of iPads. Here are the best suggestions on having the units ready for the new school year. ● Make sure iPads are fully charged ● Validate iPad is able to power up. ● Can the iPad be unlocked with the school designated Passcode? ● Is the iPad able to connect to the school wi-fi? ● Does the iPad need to be wiped to original state? ● Validate the iPad is still active in Airwatch. ● Do you need to push additional (or remove) apps from the iPad?

How do I re-assign a student into a new grade (User Group)? In Airwatch- ● Pull up the student(s) in question by going to Accounts > List View and place a check ​ ​ ​ ​ in the box next to each user. ● Select More Action and choose Remove from User Group. ​ ​ ​ ​ ● Remove the current grade / group assigned to those users. ● Click Save to confirm. ​ ​ ● Place a check next to the same students that were just removed from above group. ● Select More Action and choose Add to User Group. ​ ​ ​ ​ ● Assign the Group related to the new grade the student is going into and select Save. ​ ​ ● Apps will be removed or new apps downloaded as needed. (This may take some time due to bandwidth and resource limitations.)

Miscellaneous

How can I backup my iMovies? User must associate an iCloud account to the iPad if authorized by the school administrator in order to transfer a movie off of an iPad.

What kind of data can be extracted from Exports in AirWatch that would be useful in administration of the program? Airwatch allows the administrator to export reports that show the status of devices being used, ensure they are on the latest software, which apps are being utilized and more. Visit Reports & ​ Analytics in Hub section of Airwatch for more information. ​ ​ ​

How do I get additional training on AirWatch? ​ ​ Videos of some of the key airwatch topics are available here. ​

What is a Sprint Magic Box? Magic Box is a Sprint LTE or 4G coverage booster that is being deployed to schools to enhance the data coverage at select locations. For more information visit http://sprint.com/magicbox. ​ ​

How does the Sprint Magic Box benefit me as an ADLA C3 Ignite School? Having a Magic Box on site can potentially improve the Sprint 4G service for not just the Sprint C3 IPads but also for any Sprint wireless users within range at the school. The Magic box also ensures that Sprint wireless coverage is available as a fall-back option for data connectivity for the iPads should there be a loss of wi-fi service on an emergency basis.

How do I get a Sprint Magic Box? Contact us at the [email protected] for more details on validating the need for a ​ ​ Sprint Magic Box.

Can I use my Sprint C3 iPad internationally? No. International use is prohibited on the C3Ignite devices.

I need additional Sprint C3 devices? (Non-Warranty) There are no current plans to issue out more iPads at this time..

Can I use a Non-Sprint C3 Ignite device in Airwatch / VPP? Yes as long as the device is completely owned by the school (not on loan by a parent or another organization. Contact us for further assistance.

I have a question not listed? Contact us at [email protected] and we will assist you as quickly as possible. ​ ​