Tech Help and Repairs
If you're experiencing an issue with your device, check the help topics below to make sure you go to the right place to get support.
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. For iPad Air 4 kits, if the Apple Pencil has trouble connecting or charging, press the Pencil down firmly in the case slot until you see a notification that it is charging.
Your iPad includes three years of AppleCare+ coverage for both manufacturer defects and accidental damage. The Apple Pencil and Smart Keyboard are also covered under AppleCare.
AppleCare+ now covers unlimited incidents of accidental damage from handling over the three years that the plan is active. You can check if you AppleCare plan is still active at Check Coverage. Repairs or replacements due to accidental damage are subject to a service fee of $49 for an iPad and $29 for a pencil or keyboard.
At the Columbus campus, you can process an AppleCare+ claim at Tech Hub.
You can also process repairs and replacements through Apple, either in an Apple Store location or by mail. If you need a repair or replacement for a defective item, call 1-800-800-2775 and state that you have a university-issued device with AppleCare+. You'll need to provide the serial number of your iPad, even if you are calling about the Apple Pencil or Smart Keyboard.
A full explanation of damage policy is available in our Student Technology Agreement. For more details about AppleCare+, please see the AppleCare+ Terms and Conditions.
If you lose your pencil or keyboard you are responsible for purchasing a replacement.
Other Help Topics
If you are leaving the university before graduation you will need to either return your Digital Flagship technology kit or purchase it at a reduced rate.
INSTRUCTIONS FOR RETURN OR PURCHASE
If you are taking a leave of absence, you can keep your kit for one semester outside of the university (not counting summers) if you submit a ticket to say that you will return next term. If you do not enroll in classes for the next semester, you will be charged for your technology kit unless you return it. If you return your kit instead of purchasing it, you will be able to receive a loaner device when you enroll in classes again.
For a forgotten iPad passcode or issues logging in with your Ohio State name.# and password, contact the IT Service Desk.
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. You will need to submit a ticket with the request type Report Stolen iPad and attach your police report to get a loaner. This loaner 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
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