- Helpdesk Tickets
- Computer Center Labs
- Currently Supported Software
- Unsupported Software and Hardware
User Support Policies on Helpdesk Tickets
- Backup of files and/or data is the student’s responsibility. The desk attendant can assist users with backing up data if time constraints allow. Students, faculty, and staff have network space available for data backup.
- Hardware repairs can take from 3 days (non-peak times) to 14 days (peak times) while the manufacturer identifies whether the damage falls under warranty repair. Non-warranty repairs include, but are not limited to, cracked screens, liquid spills, cracked cases, and damaged power pins. Loaners may be issued once a repair is determined to be warranty repair or the customer agrees to pay for any user damages. Manufacturers will not do partial repairs (e.g., repair a faulty power pin if the screen is cracked). Please review the complete loaner policy below before requesting a loaner.
- You will be notified when your hardware repair is complete or you can track the status of your computer on the Technology Portal.
- Please review what is needed from you to open a helpdesk ticket before bringing your computer to the CNS Helpdesk.
Student Loaner Computer Policy
- Loaners are issued to students whose computers are being repaired through Drew under ThinkPad Protection or AppleCare warranties.
- Loaners are only available during the Spring and Fall semesters.
- A student ID must be presented at time of pickup and delivery of a loaner.
- Loaners must be picked up within 5 business days of issuance or they will be rescinded.
- If the supply of loaner computers is low, loaners may be limited to students who have a specific academic reason for computing use.
- If a hard drive fails or a backup is necessary, students have two days to respond to helpdesk requests to back up data or provide consent for replacement/reimage without backup.
Policies on Loaner Return
- Upon receipt of the customer’s computer from the manufacturer, the computer will be checked to make sure it is functional. The customer will be contacted and will have 2 business days to return the loaner to the CNS Helpdesk.
- Students are responsible for checking their voice mail (or, if requested at time of loaner’s issue, email) for notification of repair completion and then have 2 business days to return the loaner. If there are extenuating circumstances and the customer cannot pickup their computer in this time, students should contact the CNS Helpdesk to make alternate arrangements. Failure to do so will result in a $10-per-day fee that will be placed against the student’s account. Fees will not be assessed for days that the CNS Helpdesk is not open.
- Returns must be made to the CNS Helpdesk.
- Loaner users take full responsibility for securing the loaner from damage, loss or theft, and agree to pay the full cost of repair or replacement of the loaner for any damage, loss, or theft not covered by warranty.
- Students are responsible for the safe return of all components signed for on the original receipt of their loaners. Any missing or damaged parts will be billed to their account at cost of labor and replacement plus 10% or $10, whichever is smaller.
- Any data left on the loaner computer will be erased and the configuration reset for the next loaner user. We will not guarantee the storage or restoration of data from the loaner, but will provide assistance in transferring data from the loaner to the user’s network drives or the user’s computer upon or before the return of the loaner.
Click here to fill out a Loaner Request Form.
Computer Center Public Lab Policies
Violation of these policies may result in suspension of lab privileges and other appropriate disciplinary actions.
- Software may not be installed or reconfigured (even temporarily) on the hard drives of any classroom or lab computer without proper consultation. This is to ensure that the facilities remain completely operational for all users.
- Customers are expected to adhere to federal copyright laws.
- The computer center labs and classroom projection systems are not personal arcades. The use of non-course related games, including MUDs, is not allowed.
- It is not the responsibility of Drew University or its employees to define what “offensive” means. Customer complaints regarding offensive (but legal) materials on other customers’ screens will be dealt with by advising the offended party to move to another seat in the computer center.
- In the event that there is insufficient seating in the labs, customers using systems for non-academic purposes may be asked to give up their seat so that customers who need to use the facilities for academic reasons may be accommodated.
- Labs may not be used for mass duplication of materials.
- Labs are for use by Drew faculty, staff, and students only. Guests, children, etc. must be accompanied by a member of the Drew community at all times and may not use the equipment.
- Absolutely no eating, drinking, or smoking is allowed in computer center labs and classrooms.
- The Computer Center is not responsible for lost or stolen items in the public computer labs. If items are found by computer center staff, they will be forwarded to Public Safety. Small items, such as diskettes, CDs, headphones, etc. will be kept at the Helpdesk for 3 months, so check with the desk attendant.
- Computer Center labs and classrooms are sometimes available to faculty for hands-on computer sessions. Please refer to the Computer Lab Policies page for details.
- The Writing Center is not part of our facilities. Email the Writing Center for details concerning their facilities.
Supported Software Products
The CNS Helpdesk will provide support for standard software for up to five years past its last distribution to students. Some packages/operating systems may be phased out earlier if technical issues merit such a change (ie Y2K). Most software was distributed for use on specific computer configurations. Software installed on systems other than what was originally purchased/supplied by the CI will receive limited support. Software and operating systems not listed are unsupported. Please contact the vendor directly for further assistance.
Student Software Configurations
- Microsoft Office 2007, 2010, and 2011 for Mac
- Microsoft Windows XP Professional SP3 or later, Microsoft Windows 7, MacOS 10.6, MacOS 10.7, MacOS 10.8
- F-secure For Windows, F-secure for Mac
- Novell Client for Windows XP Professional, Novell Client for Windows 7
- Novell GroupWise Client for WindowsXP, Novell GroupWise client for Windows 7 or later
- Firefox 14.x or later
- CDBurner XP
- InterVideo WinDVD
All the software listed above. Additional support for other software can be found at the Faculty Lab (x3942) or the Staff Lab (x3043).
Software not already installed on computers can be installed through the Application Explorer.
Unsupported Hardware and Software
- Software support through the CNS Helpdesk and Student Technology Education Lab are limited specifically to Drew supported software. Support for software packages that are not included in standard Drew-issued configurations should be directed to the product support lines for those packages, the store from which the product was purchased, or the person requiring the use of that software.
- Support for Drew software on non-Drew hardware will be limited to usage. This specifically precludes the ability to offer installation/configuration assistance.
- Internet Service Providers (ISP) are independent entities out of our control. We make every effort to keep our standard configuration as flexible as possible, but cannot guarantee conformity for every situation. Please use their customer support services to help resolve off-campus connection problems if our resources cannot help.
- Since Drew instituted the CI Program, we cannot support hardware purchased from other vendors. Please contact the vendor of the hardware in these situations.
- Software support for Drew hardware will continue as long as possible, but not typically more than 5 years. It is possible that some computers may fall outside of Drew minimum system requirements for specific versions of software.
- User Support Services will service Drew-issued student portables for four years or until graduation, whichever is shorter. Fees may apply in cases determined to be user damage. Fees are determined by an outside vendor (typically the cost of parts and labor.)
- Laser printers, CD Writers, and special order items (like high-end monitors or LCD monitors) are purchased outside of the CI Program and fall under the standard warranty of the manufacturer.
- Consumables, such as laptop batteries, diskettes, toner, etc, are the responsibility of the user.