1. Determine if the Issue is Hardware or Software:

• First, identify if the issue is with the device's hardware (physical components, e.g., scratched screen) or software (content displayed on the screen, e.g., logging on). If unsure, email Fausto Barros at the NYCDOE Division of Instructional and Information Technology (DIIT).

​2. For Hardware Issues:

• If your device is under warranty (usually within 5 years of purchase), submit a support ticket and the manufacturer will likely repair your device.

• Lenovo device: check warranty here and submit a support ticket here.

• Acer device: check warranty here and submit a support ticket here. For premier support (recommended), email asp@acer.com (contact us if you don't have your customer number). See here for more information.

• If your device cannot be repaired, record device(s) serial number(s) and reset the devices to factory settings. If disposing 25 or more devices, contact Fausto Barros at the to arrange removal. Note that the devices cannot be sold, gifted, or transferred.

3. For Software Issues:

• If the device does not power on and has a black screen, try charging it.

• Apple/Windows device: Contact the DIIT. Request complimentary access to Microsoft Intune, a device management app. If you already use an MDM, ask them to release the devices so you can use it on these devices.

• Chromebook device: If you do not yet use Google Workspace for Education, set it up on another computer. Contact the DIIT. Request that they associate the device with your domain and configure other global device settings. Manage users and user settings in the Google Admin Console. If you have an advanced use case, consider asking DIIT to help you set up complimentary access to Microsoft Intune, a device management app.

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Following this guide should help address common issues with DOE-provided devices. For unresolved issues, contact DIIT for further assistance.