iPad Services: Purchase, Setup, Support, Reset, Return, Graduate Release, and Lost or Stolen Devices

iPad Services Information

Learn about available support for university-owned and university-managed iPads.

Information Technology Services provides support for university-owned and university-managed iPads throughout the device lifecycle. Faculty, staff, students, and departments can use the iPad Services request to obtain purchasing guidance, request device setup, receive technical support, report device issues, and coordinate device returns or releases.

When submitting a request, select the option that most closely matches the assistance needed. Additional questions will appear based on the selected request type, and the ticket will be routed to the appropriate ITS support team.

iPad Purchase Consultation

Use this option when a department needs assistance selecting an iPad model, quantity, accessories, or configuration.

The Enterprise Endpoint Management team will review the request and provide a device recommendation or quote based on the information submitted.

Departments are responsible for completing approved purchases through AggieMart. Submitting an iPad Purchase Consultation request does not place or complete the order.

iPad Deployment/Setup

Use this option when a university-owned iPad needs to be configured, enrolled, assigned, or prepared for use.

Deployment and setup may include:

• Initial device configuration
• University management enrollment
• Assignment to an employee, student, or department
• Installation of required applications
• Preparation of a replacement or reassigned device
• Setup for shared departmental use

The device may be delivered directly to ITS or may need to be brought to ITS after it is received by the requester or department.

Software and Application Support

Use this option to request assistance with software or applications on a university-managed iPad.

Available assistance may include:

• Installing a new application
• Updating an existing application
• Configuring an application
• Troubleshooting an application error
• Microsoft 365 support
• Email configuration
• Account or authentication assistance
• General device configuration

Some software may require additional review, approval, licensing, or purchasing before it can be installed.

Damaged iPad

Use this option to report physical damage, hardware failure, battery concerns, charging issues, or other problems affecting the operation of an iPad.

Support and replacement responsibilities depend on the type of device:

• AMP-UP student iPads may be reviewed for available support options.
• University employee-assigned iPads may be reviewed for available support options.
• Department-owned iPads are the responsibility of the owning department for repair, service, and replacement.

ITS may request photographs or additional details to evaluate the condition of the device.

Lost, Stolen, Found, or Pawned iPads

Use this option to report a university-managed iPad that has been lost, stolen, found, or located at or associated with a pawn shop.

Provide as much information as possible, including the last known location, approximate date of the incident, device ownership type, and serial number when available.

ITS will review the request and begin the appropriate security, tracking, recovery, or escalation process. Law enforcement or other university offices may need to be involved depending on the circumstances.

iPad Reset

Use this option when a university-managed iPad must be erased and reconfigured.

The university does not perform individual passcode resets. If a user forgets the device passcode or the iPad becomes disabled, the device must be wiped.

iPad Return

Use this option to coordinate the return of a university-managed iPad.

Common return reasons include:

• Employee or student separation
• Device reassignment
• Device refresh
• Replacement
• Department no longer needs the device
• Other university business needs

Provide the serial number or asset tag when available and identify where the device is currently located.

Graduate iPad Release

The University Student Success Office distributed iPads to select students as part of the AMP-UP Initiative, also known as the Aggie Mobile Program—Unlimited Possibilities.

The Enterprise Endpoint Management Department within Information Technology Services configured these iPads with a university management profile that includes endpoint security and monitoring software.

EEM will notify eligible students when their devices have been released from university management due to graduation. After receiving confirmation that the device has been released, the student must erase and reset the iPad to remove the university management profile and return the device to Apple’s default settings.

1. Erase and Reset Your iPad

From the iPad:

1. Open Settings.
2. Select General.
3. Select Transfer or Reset iPad.
4. Select Erase All Content and Settings.
5. Follow the on-screen instructions to complete the reset.

This process removes the university management profile and allows the iPad to be set up as a personal device.

Or erase the iPad using Find My:

1. On another iPhone, iPad, or Mac signed in with the same Apple ID, open the Find My application.
2. Select the Devices tab.
3. Select the iPad from the device list.
4. Scroll down and select Erase This Device.
5. Follow the on-screen instructions.

2. Set Up Your iPad

1. Turn on the iPad and follow the on-screen setup instructions.
2. Connect to a Wi-Fi network.
3. Sign in with your Apple ID or create an Apple ID if you do not already have one.
4. Use the Apple ID and password you intend to keep for personal use.

3. Install Necessary Applications

Download any applications you need from the Apple App Store. Applications previously provided through university management may need to be downloaded again using your personal Apple ID.

4. Check for Updates

Go to Settings > General > Software Update to confirm that the iPad is running the latest available version of iPadOS.

Other iPad Request

Use this option when the assistance needed does not match one of the available request types. Provide a clear summary and detailed explanation so the request can be reviewed and routed to the appropriate support team.

Support

For assistance, contact the IT Service Desk:

• Email: itservicedesk@ncat.edu
• Phone: (336) 334-7195
• Support Portal: support.ncat.edu

Need iPad Assistance?

Submit an iPad Services request and select the option that most closely matches your need.