Tech Support

  • Using Jamf Parent

    If you have an iOS device, you’ll go to the Apple App Store and download the free Jamf Parent app. After school is over (later than 3PM) you open the Student's iPad and you should see an app called Jamf Student. Open that app and give it any access it asks for, it’s both OK and necessary for this to work smoothly, and then click the Gear in the top right corner and touch the Authorize Parent item at the top. This will reveal a QR code that you will scan with the Jamf Parent app you downloaded to your personal iOS device earlier. You’ll launch that Parent app on your device, say yes to what it asks for, and then Scan QR Code which will link your iOS device to that iPad giving you a set of controls over it. During school hours those restrictions should automatically be removed by the Jamf School server so they don’t get in the way of school work. SML staff can also override your controls when necessary or if they get stuck being turned on etc. All of this counts on the Internet being up, so glitches will occur as with everything else, but so far, this product has worked great for us.

    Here's an introduction video and getting started guide on what you can do and how it works. 

    https://docs.jamf.com/jamf-parent/guide-for-parents/Getting_Started_with_Jamf_Parent.html

    https://resources.jamf.com/documents/products/documentation/jamf-parent-guide-with-jamf-school.pdf

    If you are successful in making the connection, try stuff out and see how it goes. For instance, you could touch Restrict Device Functionality – turn off Safari and you should see it disappear from the iPad. Turn it back on and it’ll reappear.

    If you do not have an iOS device, please send an email to itsupport@stmarks.ws and we will add you to our Jamf School server so you can use the same features via a web browser on most devices.

  • Microsoft 365 Information

    Starting this new school year with everyone learning from home will certainly require the St. Mark's Tech Team to work on tech problems that are brand new to us. Here at St. Mark's, we have the luxury of having an enterprise class network with a gigabit connection to the Internet. While some of our SML families may have a great home networks, there will certainly be others that will have tech challengs to overcome. We are going to begin this year by routing all support requests via email to itsupport@stmarks.ws. We will work on them in the order received and begin updating this page with Frequently Asked Questions (FAQ) and solutions to common problems as we discover them. We've spent years troubleshooting our own network , but this will be the first time we try and support hundreds of home networks running on a wide variety of hardware with different internet providers. We will try to help everyone overcome their tech issues, but there are some things you can do to help us succeed.

    Troubleshooting Microsoft Office 365 - It's mostly about good Internet connectivity to Microsoft and refreshing connections to your data when things don't work right.

    As over 600 of us move into December with a little over 3 months' experience now in this new SML Office 365 world, two things are clear: Internet connectivity with enough bandwidth to reach Microsoft is important, and almost all other problems are related to refreshing the connection between the iPad app in question and Microsoft.

    Connectivity - Every Internet Service Provider has a speed test on their website so you can make sure you have a good connection to the Internet (Google yours and check it out). As we see in Microsoft's bandwidth requirements below, an HD quality Teams class meeting requires about 2Mbps of bandwith per meeting participant at the household. If you use OneNote, or any other Internet connected apps at the same time, that will add to that bandwith requirement.

    Bandwidth(up/down) Scenarios

    30 kbps Peer-to-peer audio calling
    130 kbps Peer-to-peer audio calling and screen sharing
    500 kbps Peer-to-peer quality video calling 360p at 30fps
    1.2 Mbps Peer-to-peer HD quality video calling with resolution of HD 720p at 30fps
    1.5 Mbps Peer-to-peer HD quality video calling with resolution of HD 1080p at 30fps
    500kbps/1Mbps Group Video calling
    1Mbps/2Mbps HD Group video calling (540p videos on 1080p screen)

    In addition to having a good Internet connection, you can make sure you have a good connection to Microsoft's servers using the "Microsoft 365 network connectivity test" website found here.

    https://connectivity.office.com

    Refreshing App Connections - If you have a good Internet connection to Microsoft and you are still having issues with one or more apps, you may need to refresh the app's connection to your data at Microsoft. If you are having trouble while in a web browser you may need to clear out some cached data or expired cookies etc. If the problem occurs in the Teams or OneNote app, then you'll want to try refreshing, and if that doesn't work, you'll want to log out and back in.

    How to for Safari - Clear History, Cache, Cookies, & Website Data

    To clear your history and cookies, go to Settings > Safari, and tap Clear History and Website Data. Clearing your history, cookies, and browsing data from Safari won't change your AutoFill information.
    To clear your cookies and keep your history, go to Settings > Safari > Advanced > Website Data, then tap Remove All Website Data.
    https://support.apple.com/en-us/HT201265

    How to for Chrome - Clear History, Cache, Cookies, & Website Data

    At the bottom right, tap More More and then Settings.
    Tap Privacy and then Clear Browsing Data.
    Check Browsing History, Cookies, Site Data, and Cached Images and Files. Uncheck the other items.
    Tap Clear Browsing Data and then Clear Browsing Data.
    Tap Done.
    https://support.google.com/chrome/answer/95647

    Teams - Sign out and sign back in. Tap the three horizontal lines at the top left corner while in Teams. Tap Settings - scroll to the bottom and tap Sign out. Tap Sign out when asked if you are sure. Then you can sign in again.

    OneNote - Sign out and sign back in. Tap the gear icon in the top right corner while in OneNote. Tap your name and then tap Sign Out. Tap yes when it asks if you want to close all notebooks. Then you can sign in again.

    Refreshing the Apps Themselves - Sometimes we have to delete the app and install it again.

    If you have a good Internet connection and you've refreshed your connections in the apps and things are still broken, we'll delete the app from the iPad and then install it again. Your teacher will let the Tech Team know and they will temporarily remove the restriction that stops students from deleting apps, you will then help the Tech Team by removing the app by touching the app till it has an x or a drop down that says Delete or Remove app. Then after that app is gone, the Tech Team will install it again for you and reactivate the restrictions so the student can not delete apps again. Then you will log back into the app again.

    Refreshing the entire iPad - If all else fails, we wipe the iPad out and reinstall everything.

    If we have to go this far, we'll probably have you come to the school so the Tech Team can do this for you.

    St. Mark's Tech Team

     

    ITsupport@stmarks.ws

     

     

FAQ

  • How do I connect the iPad to my Wi-Fi Network?

    Posted by:

    The St. Mark's Lutheran School iPads all require Wi-Fi access to function. To connect to your home Wi-Fi network, touch the Setting icon, touch Wi-Fi, find your home Wi-Fi network in the list as the iPad scans for the ones it can "see". Enter your password and the iPad will connect. Try a web browser and go to your favorite website to make sure it's working. The iPad will remember the network and save the password.  

    Comments (-1)
  • How can I check my Internet connection speed?

    Posted by:

    Most internet service providers have their own network speed tests you can find with a quick Google search.

    Microsoft has an "Office 365 Network Onboarding tool" that you can use to check the quality of your network connection to Microsoft. 

    Comments (-1)
  • How do I join a live stream and use features like split screen?

    Posted by:

    Check out this web page and it's accompanying video to get started

    Comments (-1)
  • Can I use 2 devices like a desktop computer and the student iPad at the same time?

    Posted by:

    If you have a computer that you want to use in addition to the iPad, you can certainly do that. We recommend that you use the Computer for Teams and the student iPad for OneNote.

    Comments (-1)
  • How do I restart or turn my iPad off?

    Posted by:

    Hold the power button down (top right corner of iPad) for a few seconds and you'll see "Slide to power off" appear on top with a cancel button at the bottom. Slide your finger to power the iPad off or touch the Cancel button to go back to the home screen. If you power off, and want to restart, just wait a few seconds for the iPad to completely power off and then push the power button again until you see the Apple logo. The iPad will restart.

    Comments (-1)