The IT Center Student Help Desk will run a standard repair procedure to fix software-related issues on your desktop or laptop computer. Machines are typically fixed within 3-5 business days and you will be notified if it will take longer. The steps below describe what you need to do to use this service.

Step 1 - Basic Troubleshooting

  1. Virus concern: Make sure you have Sophos Antivirus software or another client installed. Run any scans you are capable of running and make sure that you update your virus definitions if possible.
  2. Operating system: If your operating system will not load, try running Microsoft Windows automated repair services to see if this corrects the issue.
  3. ResNet: If you are having trouble connecting to ResNet, make sure that your cable is not damaged and that there is a flashing light on your Ethernet port. Then try your computer’s built-in repair solutions. If still unresolved, call us at (585) 275-2000 so we can schedule a house call if needed. Please be in your room during the scheduled appointment.

Step 2 - Drop Off Your Item

Bring your laptop or desktop computer (without carrying case, monitor and peripherals) to the IT Center, located on the ground floor of Rush Rhees Library. Make sure your computer is sanitized enough to be worked on prior to bringing in your laptop. If you have any install media, please bring it with you. Although we are not liable for data loss, we will not reinstall or reformat your computer without your written permission.

Step 3 - Create a Service Ticket

Once you have arrived at the IT Center Student Help Desk, a staff member will assist you with checking in your computer. A virtual ticket will be created in our call logging system, including a description of the issue as well as contact information. A paper version will then be printed out with a small disclaimer that you need to read and sign.

Step 4 - Pick Up Your Item

After the computer’s issues are resolved to the best of our abilities, you will receive a call or email. You may pick your item up at any time we are open. In the event of hardware failure, we do our best to diagnose it, but we do not support hardware problems. If we need to remove some licensed software from your machine, we will contact you before acting.

Step 5 - Resolve Continued Issues

If you notice any new or unresolved issues with your computer you will need to come back to the IT Center or call us at (585) 275-2000.