Many problems could be solved with simple steps that do not require the device to be checked or brought to the Drop-off Centers. Please review the issues and possible solutions below before bringing your device to the office. If your device continues to have issues, bring it to the Drop-off Center, and we can perform more advanced repairs.

Macbooks – Unibody, Pro, Pro Retina, Dark Grey Pro, Air Models

1. Trouble booting to the Login screen
   Laptop turns on but stops at Apple, shuts off at the loading bar, shows a prohibitory symbol, or shows a blinking folder with a question mark.
   • Reset the SMC – Connect a charger to the laptop, it should show an orange LED to indicate it is charging. Hold the Left Shift + Control + Option keys and press the Power button. This will cause the laptop to immediately shut off (if on) and the charger LED to turn green for a few seconds and then back to orange.
   • Reset the NVRAM – Have the laptop completely off. Press the power button and immediately press and hold Command + Option (both on the left side of the keyboard) + P + R . The laptop should make the start up *DING* and then restart. Continue to hold down the keys until you the laptop has dinged three times. Release the keys
     Note: The dark grey Macbook and Macbook Pros do not have a start up sound, instead just make sure to hold the keys down for 30 seconds and then release them.

1. Battery will not charge/charger not lighting up
   Laptop does not show the battery is charging, looks like is charging but battery percentage is not increasing, or charger LED is dark
   • Reset the SMC – Connect a charger to the laptop. Hold the Left Shift + Control + Option keys and press the Power button. This will cause the laptop to immediately shut off (if on), this resets the power settings in the device.
   • Check to make sure the charger is fully connected to the wall, the wall outlet has power, the cable/duckhead is fully attached to the power adapter, the magsafe cable is seated properly in your laptop, and no staples or debris is in the magsafe port preventing the charger from sitting correctly.
     Test your charger with another persons laptop and test their known working charger with yours. This can help narrow down if the issue is with the laptop, the charger, or in rare cases both.
2. Cannot Connect to the Wireless
   Laptop does not connect to the wireless AP, receive a “Cannot Connect to Server” error, Bad SSL certificate error, or no Wireless Login appearing.
   • Click on the wireless icon on the top bar. It should show any available wireless networks. If none appear and there is an option to “Turn on WiFi”, click to turn the WiFi on.
   • Make sure your list shows a check mark next to either PhilaSD WiFi or PhilaSD WiFi Alternate (when inside a school district building). If there is no check mark click on one of the two and when asked enter the password –  philadelphia  – to connect. It should then show a check mark and a wireless login screen should appear.
   • Check to make sure the Date and Time on your laptop is correct, sometimes your laptop can lose its correct settings and this can cause a “Cannot Connect to Server” error or Bad SSL certificate error, this prevents the laptop from auto updating its date and time. To correct open System Preferences > Date and Time > Uncheck “Set date and time automatically” > Click on the incorrect date and/or time and type in the correction. Once typed in you should be able to connect to the internet (log into the wireless login page) and then you can recheck Set date and time automatically.
   • Wireless is connected to the right signal and date and time is correct but says “Cannot Connect to Server” and no login window appears. Sometimes the wireless login does not auto appear. Open any web browser (Chrome, Firefox, Safari) and go to a news site, best suggestion is Yahoo.com, CNN.com, or MSN.com. News sites constantly update and require the browser to check its connection forcing the login page to pop up.

Apple iPads

Note: These suggestiongs are for iPads not connected or managed by the MDM, as the MDM is rolled out and used these instructions will be updated. Until all iPads are managed here are some tips. Also note if an iPad is not managed and an unknown Apple account is signed in with Find my iPhone activated most of these steps will require the Drop Off Center to assist in releasing them before they can be used. If you suspect an unknown Apple account was signed in bring the device down to the center for service.

1. Cannot Log In
   Unknown passcode, password, or swipe pattern set to iPad
   • Sometimes a passcode is set on the device no one seems to know. The best solution is to find the person who set it and ask for the code or for them to remove it.
   • If this is not possible you can factory reset the iPads. Turn the iPad off, connect a thunderbolt cable to a computer with iTunes updated and open, hold the Home button on the iPad, continue to hold the button while connecting the thunderbolt cable, continue to hold until the screen shows a cable pointing towards the iTunes icon. The iPad will auto turn on and enter Recovery Mode. iTunes will show a message that the iPad needs to be repaired. Select the option to Restore the iPad. This should download the most recent iOS and perform a fresh reinstall. If the school Apple ID was set to the iPad it may require a log in during the first set up of the iPad when the restore is complete.
2. Cannot Connect to the Internet
   • Open Settings, go to WiFi, make sure there is a check mark next to either PhilaSD WiFi or PhilaSD WiFi Alternate (when inside a school district building). If there is no check mark click on one of the two and when asked enter the password –  philadelphia  – to connect.
   • Most iPads are registered with the wireless to not require logging into the wireless portal. Attempt to go to a news website such as Yahoo.com or CNN.com. If the wireless login page appears log in, if this is a student device then check the yours schools Wireless Access Manager about having the device registered.

Dell PC Laptops

1. Trouble booting to the Login screen
   Laptop turns on but stops at the Dell image screen, gets to the Windows flag but then restarts, or shows a blue screen anytime during boot
   • Check to make sure none of the keys are being pressed down or have something sitting on them, certain keys can change booting options or cause the system to crash during boot.
   • Turn the laptop off, remove the charging cable and remove the battery (if possible). Let sit for two minutes in an off state.
   • Check to make sure laptop has enough power, if the battery is very low and the charger your using is from another machine it might not be providing enough power to boot. Let the laptop charge for about 5 minutes and then try again.
2. Battery will not charge/charger not lighting up
   Laptop does not show the battery is charging, looks like is charging but battery percentage is not increasing, or charger LED is dark.
   • Check to make sure the charger is fully connected to the wall, the power cable is firmly connected to the charging brick, and the charger is fully plugged into the laptop. If the charger has a light up end make sure the light is on, if not check all connections from that end to the wall.
   • Check inside the charger connector to make sure the pin is not bent or missing, if so a new charger is needed. DO NOT PLUG IN THE CHARGER.
   • Check the charging port on the laptop to make sure there is a round plastic piece in the middle and it is not melted or misshapen, if so the laptop would need to be serviced. DO NOT PLUG IN THE CHARGER.
   • Test your charger with another persons laptop and test their known working charger with yours. This can help narrow down if the issue is with the laptop, the charger, or in rare cases both.
3. Cannot Connect to the Wireless
   Laptop does not connect to the wireless AP, receive a “Cannot Connect to Server” error, Bad SSL certificate error, or no Wireless Login appearing.
   • Click on the wireless icon on the status bar. It should show any available wireless networks. If none appear check the sides of the laptop for a wireless switch, if you see one and it red then flick it in the other direction to turn WiFi on.
   • Make sure your list shows connected under either PhilaSD WiFi or PhilaSD WiFi Alternate (when inside a school district building). If there is no connected message click on one of the two and when asked enter the password –  philadelphia  – to connect. It should then show connected.
   • Check to make sure the Date and Time on your laptop is correct, sometimes your laptop can lose its correct settings and this can cause a “Cannot Connect to Server” error or Bad SSL certificate error, this prevents the laptop from auto updating its date and time. To correct click on the time in the bottom right hand of the screen and click “Date and Time Settings”. If there is an option to automatically set the time and date, uncheck this option, there should be an option to update or change the date and time. Once set you should be able to connect to the internet (log into the wireless login page) and then you can recheck Set date and time automatically.
   • Wireless is connected to the right signal and date and time is correct but says “Cannot Connect to Server” and no login window appears. Sometimes the wireless login does not auto appear. Open any web browser (Chrome, Firefox, Internet Explorer, Edge) and go to a news site, best suggestion is Yahoo.com, CNN.com, or MSN.com. News sites constantly update and require the browser to check its connection forcing the login page to pop up.

Chromebooks

1. Trouble booting to the Login screen
   Chromebook turns on but turns off or goes to Damaged/Corrupted OS screen
   • Turn the Chromebook off, wait for 2 minutes and then attempt to turn the device on again.
   • Check to make sure none of the keys are being pressed down or have something sitting on them, certain keys can change booting options or cause the system to crash during boot.
   • If the issue is the Damaged/Corrupted OS screen keeps popping up then you will need to reinstall the OS. This can be done by following instructions on the website provided on this screen to create a ChromeOS Recovery stick. Connect the recovery stick while the Chromebook is on this screen and it will automatically start the process, follow the steps on screen.
     • Reisntalling the ChromeOS is an easy process and the first step the Drop Off Center does, it only takes a few minutes and can save a long trip downtown to drop off the device.
     • If the issue persists after reinstalling the ChromeOS then you can bring the laptop down to the center.
   • Check to make sure laptop has enough power, if the battery is very low and the charger your using is from another machine it might not be providing enough power to boot. Let the laptop charge for about 5 minutes and then try again.
2. Battery will not charge/charger not lighting up
   Laptop does not show the battery is charging, or it looks like is charging but battery percentage is not increasing.
   • Check to make sure the charger is fully connected to the wall, the power cable is firmly connected to the charging brick, and the charger is fully plugged into the laptop. If the charger has a light up end make sure the light is on, if not check all connections from that end to the wall.
   • Check inside the charger connector to make sure the pin is not bent or missing, if so a new charger is needed. DO NOT PLUG IN THE CHARGER.
   • Check the charging port on the laptop to make sure there is a round plastic piece in the middle and it is not melted or misshapen, if so the laptop would need to be serviced. DO NOT PLUG IN THE CHARGER.
   • Test your charger with another persons laptop and test their known working charger with yours. This can help narrow down if the issue is with the laptop, the charger, or in rare cases both.
3. Cannot Connect to the Wireless
   Laptop does not connect to the wireless AP, receive a “Cannot Connect to Server” error, or no Wireless Login appearing.
   • Click on the status bar and click on the wireless icon. It should show any available wireless networks. If none appear the device needs to be serviced.
   • Make sure your list shows connected under either PhilaSD WiFi or PhilaSD WiFi Alternate (when inside a school district building). If there is no connected message click on one of the two and when asked enter the password –  philadelphia  – to connect. It should then show connected.
   • Most Chromebooks are registered with the wireless to not require logging into the wireless portal. Attempt to go to a news website such as Yahoo.com or CNN.com. If the wireless login page appears log in, if this is a student device then check the yours schools TTL or Wireless Access Manager about having the device registered.

All of these solutions should be able to fix issues caused by small glitches or problems that do not require replacement parts or services. Each issue is unique and may not have the same solution as another machine with a similar or same problem. If the above solutions fix the issue then you should feel free to continue to use the device. If the issue is not resolved or you are still experiencing problems (even if not the same to the original issue) you can bring the device to the Laptop Drop Off Center for diagnostics and repairs.

Need Further Assistance?

If additional assistance is needed, contact the I.T. Help Desk by one of the methods listed below.