The APS iPad will not connect to WiFi at home. What should we do?

Students who have trouble connecting to WiFi at home are usually having issues with GlobalProtect. The federal Children’s Internet Protection Act (CIPA) requires all K-12 schools to block and filter student Internet connections. GlobalProtect is the software application that APS selected to provide the required internet content filtering for the elementary, middle and high school levels. Additional information can be found on the Digital Learning FAQ page at https://www.apsva.us/digital-learning/faq/

(1) If the iPad has connected successfully at home in the past then THE FIRST THING TO TRY is to power off the iPad completely (meaning hold down the on/off button then slide to power off), wait a minute, then power up the iPad again. Once on wait 5-10 minutes for the iPad to connect through GlobalProtect to your home WiFi. The GlobalProtect screen will turn blue and the letters “VPN” will appear on the top right corner of the home screen.

(2) The second thing to check is the iOS on the iPad. APS iPads must be updated to the latest version of iOS. Click on the Settings app, find General > Software Update. If the iPad says “Download and Install” then the iOS needs to be updated. Click on Download and Install to update the iPad. If you do not see Download and Install then the iOS is up to date.

For General Issues Connecting to WiFi Away From School

  1. Open the GlobalProtect app and click connect Global Protect icon
    • The app may spin for a few minutes. If prompted for a password then put in your unique student password then click “Sign in.” Wait several minutes for the app to connect. If the app connects successfully the GlobalProtect screen will turn blue and the letters “VPN” will appear in the upper right corner of the iPad home screen.
    • If you are not prompted for a password by Global Protect and you still have no Internet access try the following:
      • Open the Settings app Settings app icon
      • Go to General > VPN > GlobalProtect
      • Click the tiny blue info icon (i)
      • Set “Connect on Demand” to “Off”
      • Click Home button (round button)
      • Open the GlobalProtect app
      • Click connect and sign in using the student password.
      • Go back to the Settings app
      • Go to General > VPN > GlobalProtect
      • Click the info icon (i)
      • Set “Connect on Demand” back to “On” – Green is on.  (This will ensure that GlobalProtect will connect automatically in the future.)
      • If the app connects successfully the GlobalProtect screen will turn blue and the letters “VPN” will appear in the upper right corner of the iPad home screen.
  2. Check the HUB app. The APS iPad also requires students to log in to the HUB app. Hub app icon
    • Open the HUB app – The very first time you open the app you will need to click “Always Allow” or “Allow while using App”
    • If prompted, type in the Student ID number as the username
    • Enter the student password and press “Sign In” or “Next”
    • If prompted, select “I Understand” then “I Agree.”
    • Click on “This Device” then “Sync Device.” Press the home button to exit the app
  3. If GlobalProtect still doesn’t connect:
    • Force quite the GlobalProtect app (double click the Home button and swipe up on the GlobalProtect app) and try again.
    • If that doesn’t fix the issue, reboot the iPad (slide to power off) and try again.
    • If students continue to have issues go to the APS App Catalog and install the GlobalProtect app to refresh the app. Students may need to power off and back on the iPad once the app updates.
    • Once the iPad connects to WiFi you should see the letter “VPN” in the top right corner of the screen.

As a last resort…..Reset the Network Settings

  • Open the Settings app
  • Go to Settings/General/Reset/Reset All Network Settings
  • After the iPad restarts make sure you reconnect to your home WiFi network
  • Make sure you have logged into both the Hub and Global Protect apps
  • See more details here: directions to Reset the Network Settings