DEVAR iPhone FAQ Page

DEVAR iPhone/iPad Support

Important Notes to Consider Before Requesting Support:

* Depending on the issue and/or warranty status, there may be a cost involved in resolving it. To speed up the support process, it is recommended that you receive preliminary approval for any possible expenditures from your supervisor before initiating a support call.

* If you are requesting support for hardware problems, it would be helpful to find your serial number and provide it to the DEVAR Service Desk along with your request. If seeking assistance with cellular network related issues, the IMEI number should be identified.

iPhone/iPad Frequently Asked Questions

1. GENERAL: Does DEVAR Technical Services Support My iPhone and/or iPad?

If your iPhone and/or iPad was purchased by DEVAR, then your device is fully supported by Technical Services. You may be referred to other resources provided by AT&T and/or Apple, but in general your device is supported and the resources available on this page are available for your use.

Support is not provided for devices not purchased by DEVAR, however, you may use the self-service resources on this page.

2. GENERAL: How do I Find My Serial Number and/or IMEI information?

For iPads, you can find the Serial and IMEI Numbers engraved on the back of the device:

iPad Back

For iPhones, the IMEI Number is engraved on the back of the device, but not the serial number. To find the serial number, tap on the “Settings” icon-

settings icon

Then tap on “General”:

general settings

Next, tap on “About”:

about on the settings screen

You will then see both the Serial Number and the IMEI Number:

about screen

For a PDF version of this file, please click here:Click Here for the PDF

If you require further assistance with this issue, click here to contact the DEVAR Service Desk for more assistance: click here for e-mail

3. GENERAL: Can I lookup my warranty information?

Yes! To lookup your warranty information, click here:

https://selfsolve.apple.com/agreementWarrantyDynamic.do

You will need your Serial Number to lookup your warranty information.

If you have difficulties looking up your warranty information, click here to contact the DEVAR Service Desk for more assistance: click here for e-mail

4. VOICE MAIL: I can't access my iPhone Voice Mail

One of the first things to try when dealing with a problematic iPhone or iPad is to perform a full restart. The full restart works in much the same way as rebooting a computer and should probably be performed occasionally regardless of whether the device has issues.

To restart, hold the Power Button down; on older models, that’s the button on the top of the device. For newer models, it’s the button on the right hand side of the device:

 iPhone switch locations

 

Hold the power button until the power slider appears. Slide the slider to the right as instructed to shut down the phone completely:

 iphone slider display

 

When the phone is completely shut off, turn it back on again by holding down the power button until you see the Apple symbol.

For a PDF version of this file, please click here:Click Here for the PDF

If you require further assistance with this issue, click here to contact the DEVAR Service Desk for more assistance: click here for e-mail

5. VOICE: I Can't Make or Receive Calls

If you cannot make or receive phone calls on your iPhone, here are some things to check before escalating further:

Tap on the settings icon:

iPhone settings icon

1. Check to ensure that you are getting a signal. All DEVAR provided iPhones should be on the AT&T Network, therefore you should see a signal as shown below.

2. If you don’t see a signal, make sure that “Airplane” mode is turned off. It should look as shown below.

3. If both of those sections look fine, take a look at “Do Not Disturb” by tapping on it.

iphone settings screen


The “Do Not Disturb” feature will silence your phone for you if you don’t wish to be disturbed and could be active. Check to see that there isn’t a crescent moon icon in the upper right corner. If there is, you may turn off the feature by switching all of the selections on this screen to off. In the example below, “Manual” and “Repeated Calls” are turned on, while “Scheduled” is turned off.

iphone do not disturb screen

For a PDF version of this file, please click here:Click Here for the PDF

If you require further assistance with this issue, click here to contact the DEVAR Service Desk for more assistance: click here for e-mail

6. DATA: How do I turn on my cellular data?

While most issues with data connectivity are caused by problems with cellular coverage in particular areas, there are a few things to look at and try to get the connection working again.

To take a look at your cellular settings, tap on the “Settings” icon:

iphone settings icon

Then tap on “Cellular”:

cellular settings window

In the Cellular settings window, make sure that “Cellular Data” is turned on. If it is turned on and you are having problems connecting, toggle it off then on again to refresh the connection.

 

The settings “Enable LTE” is typically turned on by default. But if it isn’t, turn it on by tapping on the arrow. If you are worried about data overages, this could be an option for you. If turned off for data, it will only use Wi-Fi (when available) to connect.

 

The last setting to know about on this screen is “Data Roaming”. This feature is turned off by default and permits users to control data connectivity when out of the country or out of AT&T’s coverage area. If you are in an area without AT&T coverage, this could explain any internet connection problems. (Keep in mind that Data Roaming typically costs extra.)

For a PDF version of this file, please click here:Click Here for the PDF

If you require further assistance with this issue, click here to contact the DEVAR Service Desk for more assistance: click here for e-mail

7. BLOCKING: How Do I Block Unwanted Calls & Texts?

Unwanted calls can be blocked on the iPhone by making some settings changes. To access this feature, tap on the “Settings” icon:

iphone settings

Then scroll down until you see the “Phone” icon. Tap on it:

Call Blocking settings screen

Find the “Blocked” section and tap on it:

blocked section

For a PDF version of this file, please click here:Click Here for the PDF

If you require further assistance with this issue, click here to contact the DEVAR Service Desk for more assistance: click here for e-mail

8. HARDWARE: My iPhone won't turn on

1. Verify that the charging cable and/or the adapter are functional. You can plug the cable directly into your computer as a test.

2. Charge your iPhone for at least an hour or overnight if possible.

If neither of these work, click here to contact the DEVAR Service Desk for more assistance: click here for e-mail

9. HARDWARE: My iPhone/iPad are Lost/Stolen. How Do I Clear off the Data?

One of the little known features of uConnect is the ability to remotely wipe any device that synchronizes to your DEVAR uConnect Mailbox. Unlike Apple’s Remote Wipe feature, this method does not have to be setup in Advance and doesn’t require another device to operate.

 

Connect to http://owa.ucdavis.edu and login. Click on “Options”:

 owa options

 Then “See All Options…”:

owa all options screen 

 

Click on “Phone”:

 

owa phone

 

Here will be a list of all the mobile devices that you have synchronized with the server as well as the last time they synchronized with the server. Old cellular phones and tablets will remain on this list until they are deleted. Selecting one will bring up the available choices.

owa device list  

To look at specific details for a particular device, select it then click “Details.” You should then get a window displaying a wealth of information that could proof useful in determining model and/or operating system information. Also, if you’re not sure which device you’re deleting or wiping, this will provide specific information about each device for you.

 details

 

The next selection is “Wipe Device”. This choice will do more than just completely wipe your e-mail; it will completely wipe the device the next time it connects to the internet. This would be the extreme option that should be performed if the device is completely missing and there is no hope of recovering it.

You will receive a warning message; click “Yes”:

remote wipe dialogue screen

 

A less severe method would be to disable the e-mail link between your device and the server. This will leave everything else intact, but will require the e-mail account to be re-linked to the device. This option could be used in instances in which it isn’t known whether the phone is actually permanently lost.

To do this, just click on the X as shown below:

Alternative to remote wipe

For a PDF version of this file, please click here:Click Here for the PDF

If you require further assistance with this issue, click here to contact the DEVAR Service Desk for more assistance: click here for e-mail

 

 

10. VPN: How do I setup VPN access on my iPhone or iPad

To get instructions on setting up the VPN, click here:Click Here for the PDF [Kerberos Login Required to View File]

If you require further assistance with this issue, click here to contact the DEVAR Service Desk for more assistance: click here for e-mail

11. More Help Documents Coming Soon!

Do you have a suggestion for a new iPhone Help Document that could be included on this page?

Click here to contact the DEVAR Service Desk with your suggestions: click here for e-mail

12. I Have a Different Issue that I don't See Here

If you need assistance for your DEVAR purchased iPhone or iPad and do not see your issue listed on this page, click here to contact the DEVAR Service Desk for more assistance: click here for e-mail