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. 

Technical issues? Call the IT Service Desk at 614-688-4357 or contact them online.

Help Topics

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

Technology Kit Pickup

If you are unsure about your eligibility please confirm your status before emailing us to pick up your technology.

Once your eligibility has been confirmed please email us at digitalflagship@osu.edu for more information about the pickup process.

Incoming first-year students will receive more information about device distribution in the coming months. 

Troubleshooting, Repairs and Replacements

If an item in your kit is not working properly, check our troubleshooting tips to see if there's a simple solution you can do right now. If you need assistance troubleshooting an issue with your device, contact the IT Service Desk. For more information about accessing technical support while classes are remote visit the Keep Learning website. 

Your iPad, Apple Pencil and Smart Keyboard include three years of AppleCare+ coverage for both manufacturer defects and accidental damage. When AppleCare+ is needed to fully replace or extensively repair an item, you will be responsible for a repair or replacement cost ($49 for an iPad, $29 for a pencil or keyboard). AppleCare+ covers two catastrophic breaks over the course of three years. (Note: Only apples to accessories issued with the iPad Air)

If an item 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. Claims can also be processed at any Apple store location.

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

If you 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 needs to be repaired and there will be a waiting period. In order to receive a loaner, file a ticket and choose Request Use of Loaner iPad from the Request Type dropdown menu before sending in your iPad for repairs.

Once your request is approved, we will send additional instructions for picking up your loaner device. 

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

Password, Email and More

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

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

Please contact the IT Service Desk. For more information about accessing technical support while classes are remote visit the Keep Learning website. 

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

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