Get Help

Help When You Need It

Whether you need help with a university app or repair for a broken screen, we're here to provide service and support on campus and around the world. 

Help Topics

Select your issue from the list below. Starred issues point to our most commonly asked help topics.

Technology Kit Pickup

Please email us at digitalflagship@osu.edu to confirm your eligibility before arriving to pick up your technology.*

Once your eligibility has been confirmed you can visit the pickup location on your campus:

  • Columbus: Thompson Library BuckeyeBar (open 9 a.m. to 5 p.m. on weekdays during the summer)
  • Newark: 196 Founders Hall 
  • Mansfield: BuckeyeBar in Bromfield Library and Information Commons from 10 a.m. to 2 p.m., Monday through Friday.
  • Lima: Technology Helpdesk in 355 Galvin Hall - send an email to lima-helpdesk@osu.edu to schedule a pickup time
  • Marion: Marion Library Helpdesk
  • Wooster/ATI: 200 E Halterman Hall

Once you arrive we'll check your ID, make sure you've completed all necessary steps (like setting up your AppleID) and help you get your iPad set up. This process can take between fifteen and thirty minutes.

*Same-day, walk-up technology availability is subject to location stock. Emailing digitalflagship@osu.edu helps us ensure adequate stock when you arrive.

iPad Repair and Replacement

Your iPad includes three years of AppleCare+ coverage for both manufacturer defects and accidental damage. When AppleCare+ is needed to fully replace or extensively repair the device, you will be responsible for a $49 repair or replacement cost. AppleCare+ covers two catastrophic breaks over the course of three years.

If your device is not functioning properly or is catastrophically damaged please contact AppleCare+ support at 1-800-800-2775 Option 3. This can be done from any location and a new device will be mailed to you after your claim is processed. 

You may also take your device to Tech Hub or any Apple store location to process a repair claim. 

A full explanation of damage policy is available in our Student Technology Agreement

Apple Pencil and Smart Keyboard

The Apple Pencil and Smart Keyboard provided in the Digital Flagship technology kit are covered by a 1-year manufacturer warranty (all years). Apple Pencils distributed in 2019 or later are also covered under AppleCare+ for three years with a $29 repair copay.

If your Apple Pencil or Smart Keyboard stop functioning within warranty or AppleCare+ coverage period you can visit the helpdesk on your campus or any Apple store to get a replacement.

  • Columbus: BuckeyeBar in Tech Hub or Thompson Library
  • Newark: 196 Founders Hall 
  • Mansfield: BuckeyeBar in Bromfield Library and Information Commons
  • Technology Helpdesk in 355 Galvin Hall - send an email to lima-helpdesk@osu.edu to schedule a pickup time
  • Marion: Marion Library Helpdesk
  • Wooster/ATI: 200 E Halterman Hall

If you break or lose your pencil or keyboard you are responsible for purchasing a replacement.

Stolen iPad

In the event of theft, immediately file a report with the Department of Public Safety if the theft occurred on campus or with the local police where the loss/theft occurred. Once you have filed your report, contact the IT Service Desk. 

Ohio State IT staff will be able to disable the device remotely, making it unusable until returned and reset. If your device is stolen you may be issued a 'loaner' device for use while enrolled as a student at Ohio State. This 'loaner' device must be returned to the university at the conclusion of your studies at Ohio State.

A full explanation of theft policy is available in our Student Technology Agreement

Department of Public Safety 

  • Columbus: 614-292-2121
  • Newark: 740-755-7193
  • Mansfield: 419-755-4346
  • Marion: 740-725-6300
  • Lima: 419-995-8410
  • Wooster/ATI: 614-292-2121 

IT Service Desk 

  • Columbus: 614-688-4357
  • Newark: 740-366-9244
  • Mansfield: 614-688-4357
  • Marion: 614-688-4357
  • Lima: 614-688-4357
  • Wooster/ATI: 614-514-4848
Technology Kit Loans

If you've submitted a police report and contacted the IT service desk after theft of your device, the next step is to pick up your loaner iPad. You can read more about what it means to accept a loaner device in the student tech agreement.

You are also eligible for an iPad loan if your device is currently being repaired.

You are also eligible for a loaner iPad if you are waiting on your iPad to be repaired after submitting an AppleCare+ claim.

To pick up your loaner device, please visit one of the locations below:

  • Columbus: Classroom Services Equipment Loan Desk (room 030) in Enarson Hall. Open Monday through Friday from 7 a.m. to 5 p.m.
  • Newark: 196 Founders Hall 
  • Mansfield: BuckeyeBar in Bromfield Library and Information Commons
  • Lima: Technology Helpdesk in 335 Galvin Hall - send an email to lima-helpdesk@osu.edu to schedule a pickup time
  • Marion: Marion Library Helpdesk
  • Wooster/ATI: 200 E Halterman Hall

We are currently unable to provide device loans to ineligible students, departments or campus organizations. Educators can access technology through Digital Flagship Educator cohorts.

Returning or Purchasing Your Technology Kit

If you are leaving the university you will need to either return your Digital Flagship technology kit or purchase it at a reduced rate.

Instructions for Return or Purchase

Password, Email and More

If you are experiencing issues with any Ohio State supported services such as:

  • Email Setup
  • Password (Ohio State or iPad)
  • Office 365

Please contact the IT Service Desk or visit an in-person help location on your campus.

  • Columbus: BuckeyeBar in Tech Hub or Thompson Library
  • Newark: 196 Founders Hall 
  • Mansfield: BuckeyeBar in Bromfield Library and Information Commons
  • Lima: Technology Helpdesk in 335 Galvin Hall - send an email to lima-helpdesk@osu.edu to schedule a pickup time
  • Marion: Marion Library Helpdesk
  • Wooster/ATI: 200 E Halterman Hall
Forgotten Device Passcode

If you have forgotten your device passcode, please contact the IT Service Desk.

For Ohio State username and passcode issues please visit Identity and Access Managment

Educator Support

Information and resources about technology in the classroom can be found on our Educator Resource page.

Instructors participating in an Educators cohort can view additional help information on Carmen.

Apps

For a full list of apps provided by Ohio State please visit our app list. Currently, we are unable to provide apps for departmental or personal devices. 

If you would like to learn more about Explain Everything and Notability, the two paid apps provided by Ohio State, please view our app tutorials

You are also encouraged to visit our drop-in support hours with any questions related to apps provided in Self Service. 

Questions about Ohio State apps can be directed to the IT Service Desk.

Ohio State will support:

  • Canvas
  • Top Hat
  • Excel
  • Word
  • PowerPoint
  • OneNote
  • Box for iPad
  • Duo Mobile
  • Ohio State
  • Pharos Print
  • JAMF Self Service Mobile
  • The Lantern

Apple will support:

  • iOS
  • All Apple apps (we have listed a few main Apple apps below)
    • App Store
    • Apple Music
    • iBooks (this is being renamed Books by Apple)
    • Calendar
    • Camera
    • Clips
    • Contacts
    • Garageband
    • iCloud
    • iMovie
    • iTunes
    • Keynote
    • Mail
    • Messages
    • Numbers
    • Pages
    • Photos
    • Podcasts
    • Safari
    • Settings
Apple ID Setup

If you have issues creating or managing your AppleID please see our ID creation and troubleshooting information or contact Apple directly.

1-800-800-2775 Option 3

getsupport.apple.com