When you can’t draw, erase, or highlight in Notability on iOS

A user wasn't able to draw (with a finger) using the pen tool in Notability. Highlighting and erasing were also not working (just seemed to move the note about in Notability).

We worked with the user on the usual troubleshooting steps (kill the app, do the home–power button reset, make sure iOS and Notability are both updated) to no avail.

The solution that ended up working—double-checking the notes were all backed up, and the uninstalling the app... and reinstalling the app.

Guided Access mode after a reboot on iOS 9 vs. iOS 10 vs. iOS 11

iOS 11 Update: Just tested on iOS 11, and it stays in guided access mode after a reboot.

Update: Just saw an iPad with 10.3.3 not get out of guided access mode after a reboot.

Just a quick observation based on testing:

If you're in Guided Access mode on an iPad running iOS 9.3.5 (say, an older model that can't install iOS 10 and above), and you do a forced reboot (hold home and power buttons until the Apple symbol appears), the device stays in Guided Access mode.

If, however, you're in Guided Access mode on an iPad running iOS 10 (and perhaps in future versions?) and do a forced reboot, the device gets out of Guided Access mode.

P.S. I was able to use this to help a student out who was stuck in Guided Access mode on an older iOS version—updated it to iOS 10, rebooted, and then the iPad was out of Guided Access mode, and a new Guided Access mode passcode could be set.

Installing and using Google Photos backup

Google Photos offers unlimited storage for high quality (up to 16 megapixels per photo). Here are instructions for how to get it up and running on iOS (on an iPhone, for example), macOS, or Windows.

For Android (get Google Photos on the Google Play Store if it's not already on your phone), and the setup should be similar to the iOS setup.

Set up Google Photos on your iPhone or iPad
Set up Google Photos on macOS
Set up Google Photos on Windows

Set up Google Photos on your iPhone or iPad

Open up the App Store app.

Search for google photos.

Click Get to start downloading the app.

Click Install to confirm you want to download the app.

Wait for it to download.

Once it's downloaded, click Open to open the app.

You may see a couple of splash screens. Just keep clicking through to actually get started. If you don't see the splash screens, don't worry about it.

Likewise, if you see a prompt to allow Google Photos to access your photos, click OK.

Sign in with your Gmail address.

Click Continue

Make sure High quality is selected, and then click Continue again.

That's it. Now your iPhone photos should automatically back up to Google Photos.

Set up Google Photos on macOS

You all should have Managed Software Center installed already on your Mac. If you don't, let Alan know. Go to Applications and launch up Managed Software Center.

Search for and install Google Photos Backup.

Wait for it to download and install.

Go to Applications and launch up Google Photos Backup.

Click Agree

Click Continue

Log in with your Gmail account.

Make sure High quality is selected and then click Start backup.

Click OK.

Your macOS Photos photos should now back up to Google Photos.

Set up Google Photos on Windows

Go to photos.google.com/apps and then click Download.

Once the installer is downloaded, launch it up, and then click Agree

On the next screen, click Continue.

Sign in with your Gmail account.

Make sure High quality is selected, and then click Start backup.

Click OK and then your photos should start backing up to Google Photos.

Unknown error 9 or 9006 for restoring an iPad

If you get an unknown error when restoring an iPad to factory settings and you know your iTunes is up to date and you don't have anything weird blocked on your firewall or web filter, it's likely the cable you're using. Apple has a full list of troubleshooting steps.

Just keep in mind that you may try several third-party cables that work fine in other instances or with other iPads, but if you have a particularly finicky iPad that refuses to be restored, make sure you use an official cable from Apple.

We had an iPad stuck in Connect to iTunes mode, and it refused to restore on multiple known-working (in other contexts) USB cables. Tried a download through iTunes. Tried a direct .ipsw download. The download was fine. It was just the restore that was finicky... until we tried an official Apple USB cable.

Troubleshooting “iTunes could not back up iPhone / iPad because an error occurred”

If you get an unspecified error when backing up your iOS device, there are a myriad of potential solutions (anything from looking for phantom apps on your iPhone/iPad to ignoring a local computer backup and going for an iCloud backup instead). Apple also has an official guide for things to try.

For the one user I saw experiencing this problem, none of those solutions helped. One simple thing did, though—using a different USB port on the laptop. The other USB port seemed to work fine for just about everything else, just not backing up the iPad to the computer via iTunes.

Profile Manager iOS Restrictions Restrict Profile Manager Itself!

Don't know how many Mac admins out there are actually using Server.app's Profile Manager for MDM, but I found a weird little quirk to it that's weirder than the other weird quirks about it.

iosrestrictionsprofilemanager If you disallow renaming the device by unchecking the box in iOS Restrictions, it doesn't just restrict users on the iPad from renaming the device—it also restricts Profile Manager itself from renaming the device!

So if you have some renaming you want to do on supervised devices using Profile Manager, you may want to uncheck that box. Very odd...

Disappearing Notability notes when using iCloud sync

We've seen a couple of instances of students' Notability notes supposedly syncing to iCloud but really just disappearing. In these cases, we've looked closely with the students at their settings and checked both the iPad and their iCloud Drive account through a desktop/laptop computer, and—as far as we can tell—the missing Notability notes are stored somewhere in the iCloud but nowhere accessible by the user. It isn't on any of their devices or in their iCloud Drive.

Notability has its own official iCloud sync troubleshooting steps, but the easiest and most effective solution seems to be disabling iCloud sync altogether. Once you do that and choose to keep the notes on the iPad (instead of deleting them, even though they don't appear to exist), all the missing notes come back.

Google Drive is a better backup solution for Notability, because you can easily verify that the backups are occurring (they're either in the Google Drive Notability folder... or they're not). Just be sure to change the backup format from (the default) PDF to Notes.

Troubleshoot sound not playing in embedded YouTube using Puffin on iOS

If you're able to play embedded YouTube videos on Safari on iOS but the sound isn't working on the same site using Puffin, here's the fix:

puffinsound01 Tap on the three vertical dots in the top right.

puffinsound02 Select Settings.

puffinsound03 By default, the Ignore Mute Switch is turned off.

puffinsound04 If you toggle Ignore Mute Switch, the sound should play fine.

The other way to handle this, of course, would be to actually switch the mute switch (on the side of the iPad/iPhone), but this is more to get the same behavior from Safari and Puffin—Safari, by default, seems to ignore the mute switch for embedded video.

Adding Google Apps “Other Calendars” to iOS

If you're using Google Apps for Education and add a Google account to Mails, Contacts, Calendars in iOS, you may notice only your primary calendars (and not "other calendars") showing up on your iPhone or iPad's Calendar app.

If that happens, just visit www.google.com/calendar/syncselect while logged into your GAFE account, and then check the box next to the calendar you want synced. That's it!

iPad apps open instead of updating

If you have a user with a bunch of apps to update in the iOS App Store, but tapping the Update button opens the app instead of updating the app, check to make sure her iOS is up to date.

For example, if you have a lot of pending app updates and are still on iOS 7, you may not be able to update them until you upgrade to iOS 8. I'm not sure why Apple doesn't tell you that (there should be an error message "You cannot update this app until you upgrade to the latest version of iOS" with a link to Settings to do the iOS upgrade) instead of just opening the app.

Just a note in case anyone else has users with this issue (and a grayed-out Update All button).