Contact the LLU Helpdesk

The Helpdesk extension is 48611 on campus or 909-558- 8053 from any telephone.

The Helpdesk hours are:
M-Th 8am - 5pm and Fri 8am - 2pm

To submit a service request, please go to Helpdesk webpage and login. Then click on "Submit Issue" on the left hand navigation bar and input the requested information.

REMEMBER: You must report your iPad missing/stolen to the LLU Helpdesk within 24 hours.

Troubleshoot Your Issue

We have included some solutions to common problems below. The iPad Troubleshooting Basics page at Apple is another great resource for basic troubleshooting.

Problem: Frozen Screen

This is usually caused by a specific app so keep track of what’s running when the iPad freezes and try uninstalling the app that seems to be causing the problem.

Possible Solutions:

  1. Turn the iPad off and back on by pressing and holding the power button until you see “slide to power off” and then slide to power off the device. Turn the device back on by pressing and holding the power button. The Apple logo will appear when the device begins to turn back on.
  2. If #1 fails, try resetting your iPad by pressing and holding the power button and Home button at the same time for about 10 secs. The Apple logo will appear when it starts to reset.
  3. If #s 1 and 2 fail, plug your iPad into your computer. Load iTunes, select your iPad, choose the summary tab, and press “Restore iPad.” NOTE: THIS WILL ERASE ALL YOUR CONTENT, SO YOU MAY WANT TO CHOOSE RESTORE BACKUP ON THE SUMMARY TAB.

Problem: iPad won’t turn on

Don’t assume the worst here, there is generally an easy fix.

Possible Solutions:

  1. Reset your iPad by pressing and holding the power button and Home button simultaneously for about 10 secs. The Apple logo will appear when it starts to reset.
  2. If #1 doesn’t work, try plugging the iPad into the wall charger and after a few minutes try #1 again. If nothing happens, wait at least 30 minutes and try step #1 again.
  3. If #s 1 and 2 fail, call Apple Care for expert support.

Problem: iTunes doesn’t recognize iPad

If you plug the iPad into your computer and boot up iTunes to find the iPad isn’t there, try the solutions below.

Possible Solutions:

  1. Check the charge on the iPad. If there is a lightening bolt on the battery meter or it says “Not Charging,” you know the port and the cable are working. If there isn’t, then try another port on your computer. If that doesn’t work, try another cable.
  2. Ensure your computer is running the most updated version of iTunes. To do so on a Mac computer, press the iTunes tab and select “Check for Updates.” To do so on a PC computer, go to the Help tab in iTunes and select “Check for Updates.” If you’re updated or your update and it doesn’t help, proceed to step 3.
  3. Unplug the iPad from your computer and turn the iPad off by holding the power button until “Slide to Power Off” and then slide to power off. Turn off your computer. Turn them both back on and plug the iPad into your computer.
  4. If #3 fails, unplug the iPad, uninstall iTunes from your computer, and then reinstall. Now plug in your iPad and try again.

Problem: iPad won’t charge

If your iPad won’t charge when plugged into the power adaptor or your computer, try the following:

Possible Solutions:

  1. Check if it’s the cable or power adapter by trying them with another compatible device (e.g. iPhone) or try a different power adapter and cable.
  2. If plugged into your computer, try using another port or the power adapter instead. Keep in mind that some ports can’t provide enough power to charge the ipad and the computer will always charge the iPad slower than the power adapter.
  3. If 1 and 2 fail, contact Apple (e.g. at the campus store) as something may be faulty with the iPad.

Problem: iPad won’t connect to WiFi

Before you start serious troubleshooting, try moving to a different location, especially one closer to the router. Also check Settings > WiFi on your iPad and make sure WiFi is turned on.

Possible Solutions:

  1. Try telling the iPad to “forget” the current network in Settings by tapping the network name and selecting forget. Or try Settings > General > Reset > Reset Network Settings.
  2. If #1 fails, try turning your iPad WiFi off and back on by going to Settings > WiFi and pressing the slider button on the right side of the “WiFi” bar.
  3. If #s 1 & 2 fail, try turning your iPad off and back on by pressing and holding the power button until you see “slide to power off” and then slide to power off the device. Turn the device back on by pressing and holding the power button. The Apple logo will appear when the device begins to turn back on.
  4. Make sure your iOS software is up-to-date by going to Settings > General > Software Update.
  5. If you are on the LLU campus, try connecting on another device or contact the LLU HelpDesk. If you are off campus, consider contacting Apple or your internet provider.

Problem: iPad is running slower than usual

Possible Solutions:

  1. Reset your iPad by pressing and holding the power button and Home button simultaneously for about 10 secs. The Apple logo will appear when it starts to reset.

Problem: Unresponsive touchscreen

This problem may require you to go to Apple. But you can try a few things first.

Possible Solutions:

  1. Turn the iPad off and back on by pressing and holding the power button until you see “slide to power off” and then slide to power off the device. Turn the device back on by pressing and holding the power button. The Apple logo will appear when the device begins to turn back on.
  2. Reset your iPad by pressing and holding the power button and Home button simultaneously for about 10 secs. The Apple logo will appear when it starts to reset.
  3. If present, try removing the case or screenguard you have on the iPad and see if the problem is resolved.
  4. Clean the screen with a damp microfiber cloth (be careful not to make the microfiber cloth too wet!).
  5. Contact AppleCare (if you have it) or Apple at the Campus Store for further assistance.

Problem: Random Crashing

If you are experiencing apps spontaneously closing, keep in mind it is likely a problem with the app itself, not your iPad. However, you can attempt the following possible solutions.

Possible Solution:

  1. Turn the iPad off and back on by pressing and holding the power button until you see “slide to power off” and then slide to power off the device. Turn the device back on by pressing and holding the power button. The Apple logo will appear when the device begins to turn back on.
  2. If #1 fails to help, reset your iPad by pressing and holding the power button and Home button simultaneously for about 10 secs. The Apple logo will appear when it starts to reset. Note: neither #1 nor 2 are likely to permanently fix the problem.
  3. If #s 1 & 2 fail, connect to WiFi (if not already connected) and go to Settings > General > Software Update and make sure your iOS is up-to-date. Also be sure your apps are up-to-date by going to the App store > Updates.
  4. If the crashes are occurring in Safari, try Settings > Safari > Clear History AND/OR Clear Cookies and Data
  5. If none of the above works, try contacting Apple (either on campus or the retail store). If you can show them the crashing or explain it in detail, they may be able to help.

Problem: Apps won’t sync

This problem usually occurs with newly downloaded apps.

Possible Solutions:

  1. Go to Settings > General > Usage to be sure you have enough space on your iPad. If you are low on or out of space, download files stored on your iPad to your computer or the cloud and then delete them to create free space for the app. Note: photos and videos usually take up the most space.
  2. Go to Settings > General > Restrictions to be sure you don’t have restrictions on that prevent downloading apps.
  3. Go to Settings > General > Software Update and download anything that’s available.