The Law School HelpDesk supports students who purchase laptops that are the same model, operating system, and warranty as our faculty. For a list of that equipment please click here
This support includes basic hardware and software analysis, troubleshooting, and more complex diagnoses. The HelpDesk may help mediate support tickets with both Lenovo and the BYU Store (an Apple Certified repair center). Because the law faculty members use the same models, the HelpDesk often has experience with common problems such as network connections, printing, and keeping hardware and software updated.
Students who choose to purchase models that are different from our faculty cannot be supported at the same level as those who do. Except for the service noted here, students with other laptops will be solely responsible for their own computer support. The Law School cannot warrant that other laptops will communicate properly with the law school network, nor work with other law school computer services such as printing. As time permits, the HelpDesk may help students with non-faculty models. Complex or time consuming (defined as taking longer than ten minutes) support problems for non-faculty models have the absolute lowest priority of all HelpDesk operations.
Please note that to be eligible for HelpDesk support a laptop must be running one of the following operating systems: Windows 10 Professional; Windows 10 Enterprise; or OSX 10.15 Catalina or later. HelpDesk support is not available for laptops running with the “Windows Home” operating system, because it is incompatible with a number of law school network services.
The HelpDesk does not provide support for tablet computers and cell phones other than helping students connect to the University’s wireless network.
Students who come to law school without a laptop will be solely responsible for securing computer resources in order to complete writing and other assignments, access course materials on the law school website, access email, etc. The Law School has some public terminals in the law library that provide internet access, but there is no computer lab in the law school building.
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.
The HelpDesk 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-in student, the HelpDesk 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 HelpDesk 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.
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 HelpDesk, 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.
The HelpDesk can troubleshoot and diagnose hardware problems, however we do not service any hardware. If hardware service is required, you will need to contact the manufacturer for warranty service. The HelpDesk can help you contact the manufacturer and provide a location for the service.
The HelpDesk may be able to help you install a memory upgrade or other user-replaceable parts. Not all computers allow for simple upgrades. Please be aware that none of the HelpDesk staff hold any industry certifications, but are competent in computer repair. We will perform installations at your request, but the HelpDesk 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.
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 HelpDesk 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 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.
The HelpDesk 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.
The HelpDesk can help you print to any student co-op printer in the Law School.
Any problems with the printers, including jams, running out of paper/toner, etc. must be called into the HelpDesk. 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.
If you are having problems with your law school email password, the HelpDesk can reset it for you. Due to security and privacy concerns, we may required you to be present at the HelpDesk 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.
The HelpDesk 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:
Windows 7, 8.1, or 10
Microsoft / Apple Backup software
BYU Law School Policies on Electronic Device Use in the Classroom
While our policies properly encourage the use of laptop computers in our education program, we are also aware that laptops can be misused. The use of laptops in the classroom for non-class related purposes (e.g., such as sending and receiving email, communicating by instant messenger programs, browsing the Internet, playing computer games, watching movies, and working on assignments for other classes) can be distracting and degrade the classroom experience. Thus, law school policy prohibits the use of electronic devices, including laptops, in the classroom for non-class related purposes. The policy is as follows:
Students may use computers and other electronic devices during a class only for note-taking and other purposes expressly approved by the instructor.
Except for the use of cell phones to communicate in health and/or safety-related emergencies, no student, without advance express permission from the instructor in charge of the class, shall use any electronic device (e.g., computer, cell phone, smart phone, MP3 player, iPhone, iPod, pager, PDA, electronic recording device, etc.) during class to:
1. Access email,
2. Access instant messaging services,
3. Access the Internet,
4. Engage in any electronic communication, or
5. Make a video or audio recording of class activities.
Instructors, for pedagogical reasons, may further restrict or prohibit the use of computers and other electronic devices in their classrooms.
Instructors have the discretion, in dealing with individual students who violate this policy, to further restrict or entirely ban them from using computers and other electronic devices in their classrooms.
Without advance express permission from the instructor in charge of the exam or the Assistant Dean for Student Relations who can grant accommodations based upon a documented disability, no student shall use any electronic device except a laptop using Examplify, during any exam.
(Adopted 27 March 2008)