Family Caregiver Pilot FAQs


Is the Family Caregiver Pilot ongoing?

No. The Family Caregiver Pilot ended in the summer of 2014. We thank all of the participants for helping us test the apps as we work to develop valuable mobile health tools to meet Veteran health care needs and priorities.

I have moved. How do I change my address?

Please notify staff members administering the pilot study right away by telephone (1-877-470-5947) or email (; this will change your address for the pilot study but not for other purposes with the Department of Veterans Affairs (VA). To change your address for all correspondence with VA, send a signed letter to the VA regional office that has your records, contact VA by telephone 1-800-827-1000, or go to the eBenefits Web site. If you contact us by phone, you will be asked a series of questions to verify your identity before making the change. To find the addresses of VA Regional Offices, go to

My device was lost or stolen. Who should I contact?

If your equipment is stolen, immediately contact the appropriate law enforcement agency (e.g. local police, County Sheriff, Tribal police, State Trooper/Highway Patrol) to report the theft and then contact a VA representative at 1-877-470-5947 and provide the VA representative with a police report documenting the theft of the equipment. iPad recipients will be billed for the replacement costs of the equipment if the theft is not reported in a timely manner and a police report is not provided.

Can the Department of Veterans Affairs track my iPad?

All VA issued iPads are equipped with Mobile Device Management (MDM) software that will allow VA to recover the iPad in case it is lost or stolen. MDM will use GPS and location services to detect the location of the iPad after you have notified us of the loss/theft. VA will not use this feature except to locate the iPad in the event it is lost or stolen. If your VHA issued iPad becomes lost, please contact VA at 1-877-470-5947 for assistance using GPS to track its location.

At the end of the pilot, will participants have the option to keep or purchase the iPad?

No. The iPad is loaned to the user for a period of about one year. At the end of the year, or upon VA’s written request, the iPad must be returned.

Are participants required to have an Internet connection in order to participate in the pilot study?

It is not necessary to have an Internet connection; participants in the pilot study will receive a 2GB/month data plan at no charge, which will connect the device to the Internet wirelessly.

How do I set up a printer for my iPad?

Only specific printers are supported by the iPad. Please refer to the information at the Apple Web site for supported printer models and instructions:

Will VA provide a printer to print from an app?

No. A printer is not part of the hardware loaned for the VA Mobile Health Family Caregiver pilot participants. If you have an Apple Airprint-compatible printer, you may set it up for use with the iPad. Please refer to the information at the Apple website for supported printer models and instructions:

I need instructions on obtaining a DS Logon Level 2 (Premium) Account.

To learn more about obtaining a DS Logon Account, visit

I can't email a form. When submitting a Clinic in Hand form, the app disallows sending the form because the app is not synchronized with my email.

You must set up your iPad to allow sending mail from your account. To synch your email account with the app:

  1. Open Settings.
  2. Choose Mail, Contacts, Calendars.
  3. Choose Add Account.
  4. Choose one of the listed common mail account types, or choose Other if your mail account type isn't listed. A form opens requesting account information.
  5. Fill in the form with your account information, including your account password.
  6. Tap Next. The iPad verifies the account. If it is successful, the iPad displays settings for the account.
  7. Ensure Mail is set to On.
  8. Tap Save. The iPad saves your account and returns to the Mail, Contacts, Calendars view. You can now return to the app and try submitting the form.

How do I install Airwatch?

You must perform this installation within 48 hours of receiving your Airwatch Token in an email from the VA.

  1. Open the email from the VA that has your Enrollment information and copy the Airwatch token value where you can access it later in the installation.
  2. Tap the App Store icon on the iPad's home screen:
    App Store icon
    The Apple App Store opens.
  3. Tap the search field in the upper right corner. It has a magnifying glass symbol on its left. The virtual keyboard opens.
  4. Clear any text in the search field and enter

    The App store shows a list of results.

  5. Look through the list for airwatch mdm agent, and tap it. The iPad displays details about the App:
    Details about the App
  6. Tap the button with the cloud image. The iPad downloads the app from the App Store.
  7. Return to the iPad's Home View and tap the Airwatch MDM icon.
    Airwatch MDM icon
    The Airwatch app opens displaying an email field. Do not enter your email address here.
  8. Tap Continue without entering your email address. A Welcome view opens with Server and Group ID fields.
  9. Tap the Server field and enter:
  10. Tap the Group ID field and enter:

    Your view should look like this:

    Screen showing Server and Group ID fields
    Click Image to Enlarge

  11. Tap Continue. Airwatch prompts, "Airwatch" Would Like to Use Your Current Location.
  12. Tap OK. Airwatch prompts, Not Enrolled, The device is currently not MDM enrolled. Enroll now?
  13. Tap Yes. Airwatch prompts you for the token you received from the VA.

    Enter the Token provided in your enrollment message
    Click Image to Enlarge

  14. Tap the Authentication Token field and enter the token value from the VA email you located in step 1.
  15. Tap Next. Airwatch prompts you to accept the Terms of Use.
  16. Tap Accept. Airwatch verifies your account and token. This can take a few moments so wait for the following Install Profile prompt:

    Install Profile prompt
    Click Image to Enlarge

  17. Tap Install. Airwatch displays a message stating that installing Airwatch allows a VA mobile device administrator to remotely manage your iPad. This is required to use the VA apps.
  18. Tap Install. Airwatch activates and verifies your profile information.
  19. Tap Done. Airwatch prompts you to install the VA apps associated with your profile.
  20. Install each VA app until you are no longer prompted. Slide through the apps views until you see the VA Apps:

    VA Apps
    Click Image to Enlarge

The VA apps are missing. After starting the iPad, I chose to synchronize or restore my iTunes account instead of connecting as a new iPad. Now the Clinic in Hand Apps are missing.

The iPad removed the VA apps when you chose to synch or restore your iTunes account. You must re-install them. These are the tasks:

  1. Contact the VA Help Desk and state that you synched your iTunes. The Help desk will send you instructions to install the Airwatch app, which secures private information.
  2. Install Airwatch. The VA will send you a "token" that you need to activate Airwatch. You will have 48 hours to apply the token before it expires.
  3. Re-install the VA Clinic in Hand apps according to the instructions you receive from the Help Desk.

If you attempt to re-synch or restore your iTunes account again, you will again remove the VA apps.

I get a Forbidden Error or Database Error when logging in

Most likely you are receiving this message because you are attempting to log on using a DS Logon Level 1. To use the Caregiver apps you must upgrade to A DS Logon Premium Account (Level 2). Click here for instructions on how to obtain a DS Logon Level 2 (Premium) Account. To learn more about how to upgrade your Account, visit

  • (877) 470-5947 (Weekdays 8am - 8pm ET)
VA Providers
  • (866) 651-3180 (24 hours a day, 7 days a week)
VA Video Connect Help for All
  • (866) 651-3180 (24 hours a day, 7 days a week)