To report, and obtain help with any issue that affects your experience with Apple products.
Please call 800-800-2775 select option 3 for technical support, then option 1 to confirm the device is institution owned, and then 1 again to enter your Connected PIN.
When prompted, enter the PIN located on the back of your device.
This will put you in touch with the Apple Education Support Line.
They will help you with your device, or determine the problem needs elevated, and provide instructions.