Student Help Desk Policies – BYU J. Reuben Clark Law School

Student Help Desk Policies

Supported Laptops

We are better able to support laptops included in the laptop initiative. To see which laptops are supported, visit the laptop initiative page. We are able to provide only limited support to other laptops. Importantly, if you have a Windows 10 laptop, it must have Windows 10 Pro. Windows 10 Home is not supported and will not work with Examplify. We are happy to help you upgrade to Windows 10 Pro or determine if you have it.

Backups

The help desk strongly recommends that you perform regular backups of your important data. Besides preserving important documents, backups make repairs easier. We would be happy to help you set up backups on your computer. We may request that you perform a backup prior to any service being performed.

10 Minute Rule

For any walk-up student, the help desk will attempt to troubleshoot, diagnose, and repair your computer for 10 minutes. At that time we will assess other needs and if time is available, the help desk will continue working on your computer, otherwise we will ask that you set up an appointment to return.

If your laptop is not supported by the law school, the allotted 10 minutes is a courtesy service provided at the discretion of the consultants. If we are not able to troubleshoot, diagnose or repair your computer within 10 minutes, we will give your computer back to you. At this point you will be on your own.

Imaging

Rarely, a problem with a computer may not be immediately identifiable. This can occur for several reasons including viruses, spyware, data corruption, software conflicts, or hardware problems. In these cases, your computer may have to undergo a process known as “imaging.”

Imaging deletes everything on your computer and restores the software and operating system to a factory condition. When your computer is imaged by the help desk, all personal data (papers, music, photos, notes, etc.) is lost, and must be restored from a backup. Imaging your computer will get it up and running again much faster because it usually only takes 30-45 minutes to image, while it may take several hours or even days to determine the exact cause of a problem and fix it. Before your computer can be imaged you will need to have a backup of all of your data—if you don’t then all of your data will be lost.

Imaging removes all software from your computer, such as Microsoft Office. We can help you reinstall these programs, but you will have to provide any needed software keys, logins, installation media, etc.

Hardware Support

The help desk can troubleshoot and diagnose hardware problems, however we do no service any hardware. If hardware service is required, you will need to contact the manufacturer for warranty service. The help desk can help you contact the manufacturer and provide a location for the service.

The help desk may be able to help you you install a memory upgrade or other user-replaceable parts. Not all computers allow for simple upgrades; we can let you know if . However please be aware that none of the Help Desk staff hold any industry certifications, but are competent in computer repair.  We will perform installations at your request, but the Help Desk takes no responsibility or liability for any damage to the computer. This includes physical damage, or any detriment to functionality of any part of the computer, independent of the part installed.

Warranty Service

Each manufacturer has excellent service plans for its users. If service is needed, the manufacturer should be contacted by phone. We can provide you with the appropriate number to call. We will give you some information that you can pass on to the phone technician to help expedite the service. The phone technician will determine the appropriate course of action and will ship a part or schedule a time to repair your computer. If needed you can leave your computer at the help desk for the technician to repair here.

We have negotiated special support options for students with approved laptops. Please let the help desk know if you spend more than 30 minutes on the phone with the technician or if the technician is not a native English speaker, so that we can provide feedback to the manufacturer.

Some manufacturers, including Lenovo and Dell, have what are considered “User-replaceable parts.” In the case of Lenovo, you will be asked if you would like a technician to install the part. Not all manufacturers provide this option. We recommend that you have the technician do as much as possible. If you are not comfortable replacing parts, we may be able to help you install them. See “Hardware Support” above.

Network Connectivity

The help desk can help you connect to the network and configure your computer to connect correctly. Some network issues must be resolved by BYU OIT, but we can direct you to them if we are unable to help you.

Printing

The help desk can help you print to any student printer in the law school. This includes both law school printing coop printers and BYU open access printers.

Any problems with the printers, including jams, running out of paper/toner, etc. must be called into the help desk. Generally we can fix these problems in a few minutes. Do not attempt to fix any problems with the printer yourself.

Do not load you own paper into law school printers. If you have special printing needs, Cougar Creations in the Wilkinson Student Center should be able to help you.

Passwords

If you are having problems with your law school email password, the Help Desk can reset it for you. Due to security and privacy concerns, we may required you to be present at the Help Desk in order to reset your law school email password.

We cannot help you with any NetID issues. For all NetID issues please call BYU OIT at 801-422-4000.

Software

The Help Desk can assist you with software problems and conflicts. We can help with all Law School Software and most standard software including, but not limited to:

  • EveryonePrint
  • Examplify
  • Microsoft Office
  • Zoom
  • Windows 7, 8.1, or 10
  • Microsoft / Apple Backup software
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