Technology Updates: Back to School 2021-2022

Launch of Remote Learning Technical Support Ticket System for Families

The DOE is launching a family-facing Remote Learning Technical Support ticket system. Families (or someone on their behalf) can submit requests for technical support for a broad range of issues, including application support, lost, stolen, or broken devices, and delivery status, through the Technical Support for Families page.

Note that when families select a topic and issue in the ticket submission form, the form will automatically list common resolutions to technical support problems; if the suggested resolutions do not resolve the family’s issue, they can continue to submit a tech support ticket by completing the form.

NYC Student Account

Please create a new username and password.

  1. Go to Student Account Self Service:

  2. Enter your 9-digit Student ID (OSIS) number. (You can find your Student ID number on a report card, your student ID card, or in your NYCSA account.)

  3. Enter your birthday.

  4. Click Continue. If the information you enter matches your student record, your username will be displayed. Your student ID is your username followed by For example, if your username is JaneD, your student account ID is If you haven't already set up a password, you will be asked to set one up.

  5. Pick a password that only you will know.

  6. Re-enter your password.

  7. Click Update Password

The student self-service password reset tool is up and running again. It was updated to make it safer and more secure. The link is: User directions are available on the DOE Student Accounts page on the DOE website.

iPad Update

For anyone who has a DOE-loaned ipad, we have some important updates for you. It is essential that you take the actions below to ensure your child’s ipad is ready for use for return to school. The first day of school is only a few weeks away, and all students will be working remotely for at least a few days a week. Your child will need their ipad to be ready for learning for the fall. Please note that when we have other updates, we will send messages to you and your iPad on Thursdays, and we will let your schools know about the updates.

To prepare, you MUST:

  1. Turn on the ipad some iPads have not been turned on all summer. We need you to charge and power up the ipad.

  2. Turn Airplane Mode on and off to reset your internet connection

    1.  Go to Settings

    2.  Find the Airplane Mode button

    3. Turn Airplane Mode on for ten seconds (button turns green)

    4. Turn Airplane Mode off and wait until the ipad reconnects to the internet

    5. You will see the connected icon at the top of the screen

    6. Go to to make sure your ipad is connected to the internet - all DOE-loaned ipads have internet access.

  3. Return to the main screen and sign into Zscaler. In order to ensure your child is using the internet with all the safety the DOE requires and protect your child. You will need your child’s account. Once you get that please follow these directions:

    1. On the main screen, click the Zscaler icon. After clicking the icon, you will be taken to the login page

    2. Enter your child’s @nycstudent account (only use the student’s username and password, no need to include @nycstudents to log in), then click the “sign in” button.

    3. Click on the "allow" button and wait one minute for a connection to be established until you will see the Zscaler screen

    4. Once the connection is secure, close the app

    5. That is it. You can use the iPad normally now

  4. Sign into the Learn at Home App. To get ready for the first day of school, make connecting to learning and support much easier for your child (and you, too!), and allow you to get notifications on the iPad:

    1. Find the Learn at Home icon on the main screen on the iPad

    2. Log in the same way you did for Zscaler, using the same account (only use the student’s username and password, no need to include @nycstudents to log in)

    3. From the Learn at Home app your child can access TeachHub, Google Classroom and get help.

  5. Good news! Your child’s ipad is now a hotspot that allows you to connect other devices used for remote learning to the internet. It is easy:

    1. Go to Settings

    2. Find Personal Hotspot and click to take you to the login screen

    3. Select Allow Others to Join

    4. Devices other students in your house are using for remote learning can be added to that connection

    5. As a reminder, as with the ipad itself, the hotspot connection is to be used only to access remote learning activities. Any unauthorized use is strictly prohibited

Learn at Home App for DOE-Issued iPads

A new app, called Learn at Home, is now available on all DOE-issued iPads. The Learn at Home app is helpful in supporting students’ remote-learning needs—giving parents, students, and staff the ability to stay connected and informed through quick access to student accounts, other learning apps and technical support.
The app provides students with links to all the tools they need to attend class, complete assignments, and track their progress. The Learn at Home app features include:

  • Student apps in one place;

  • Easy access to schedules and homework;

  • Easy-to-find links to DOE tech support;

  • Additional learning resources by grade level; and

  • A notification system for DOE news and information.

Note that the Learn at Home app is only available on DOE-issued iPads at this time. Please encourage your students to access the app on their DOE-issued iPads. Students who enabled app notifications on their devices can receive updates about DOE news and information.

For questions, email

​Microsoft Software for Students and Families

The DOE provides free Microsoft software to students and families. Much of this software has education-specific content that supports our students’ academic improvement. In addition, familiarity with these tools will help prepare students for college and careers. 

Students can go to, sign in with their DOE credentials, and click on the Install Office button to install the software.