If your school uses Apple products to support learning then you’ll likely be familiar with OS X Recovery, which allow you to reinstall OS X, repair your disk, and even restore from a Time Machine backup. OS X Recovery is designed to allow Mac machines to restore over a standard internet connection, as most Mac laptops and desktops no longer include CD-Rom drives.

If your school is also using N4L’s Web Filtering as part of your Managed Network connection, you may also be aware that when attempting to use OS X recovery tools your Apple devices are unable to use the recovery service.

The issue has arisen because the feature, as designed by Apple, is for the consumer market only and therefore does not support web filtering proxies, such as the ones used in N4L’s Web Filtering.

However we know schools want to use this feature – and recognise the frustration this issue is causing – and are working with Apple to find a resolution.

Information from Apple indicates there may be a functional change required on the part of Apple around how the OS X Recovery toolset works, and therefore there may be a period of time before a resolution can be identified and implemented.

In the interim, the team here at N4L have been investigating alternative solutions as a workaround, and have been working with a small number of schools to test its effectiveness. Currently, the workaround appears to be working and we are continuing with ongoing testing to ensure these solutions do not have any negative impact on schools. Once we are comfortable the workaround is meeting all needs – and not creating further issues or frustration – we will be able to extend this to more schools on the Managed Network.

So, what can your school do at the moment?

To recover a device running OS X, Apple currently recommends using either of these two methods:

  • Recover the OS X device, using a USB stick.

Apple has a Recovery Disk Assistant which will guide you through the steps to do so. Alternatively, schools can use this guide to help create a bootable USB drive.  

  • Use an alternative connection that does not have any web filtering applied

This simply means using the OS X recovery tools on the specific Mac device on a network connection that is not N4L’s Managed Network (e.g. use the recovery tools using your home internet connection).

If your school is experiencing significant issues and the OS X Recovery tools are essential to your environment, please contact N4L Helpdesk by calling 0800 LEARNING or email us via [email protected]. Our support team can work with your school to implement a solution that best meets your needs, to allow recovery tools to work effectively.

Or, if your Apple device has been supplied through the TELA programme, then please contact the TELA helpdesk via [email protected]. Another support option is the MoE ICT Helpdesk

As always please ensure you work with your local IT support person/company, who will be able to offer specific assistance and ensure your needs are met.

We will continue to keep you updated on our efforts with Apple, and thank you for your patience as we work to resolve this issue.