Need help installing Microsoft Office 365 University?
Contact the JMU Computing Help Desk or call them at 540-568-3555.
My Computer is Broken.
Don't worry, we're here to help. Select your issue below to find the right solution quickly.
My Apple device is broken.
Find repair options for Mac & iPad.
DellMy Dell device is broken.
Get help for your Dell laptop.
📦It's a new computer issue.
Failed right out of the box (DOA).
🔑I have account or software trouble.
Help with JMU ID, email, or Office.
🛡️How do I protect my computer?
Learn preventative care tips.
📄Tell me about service plans.
Compare AppleCare+ and Dell ProSupport.
Protect Your Computer
An ounce of prevention is worth a pound of cure. Taking a few simple precautions can save you from costly repairs and data loss. These habits are key to keeping your device healthy for years to come.
Use a Case or Sleeve
Always use a protective sleeve or case when carrying your computer to shield it from bumps and drops.
No Food or Drinks
Keep food and especially drinks away from your computer. Liquid spills are a primary cause of major damage.
Use a Surge Protector
Use a campus-approved surge protector when you recharge to protect against power surges.
Check Your Cables
Be careful with cables. A frayed or damaged power adapter can harm your computer's battery and internal parts.
Avoid Overheating
Heat kills batteries. Turn your computer completely off if you aren't using it for more than two hours.
Important Warning
For any repair, DO NOT attempt to fix it yourself, use unauthorized shops, or use third-party parts. This can void your warranty and lead to higher costs.
Immediate Help
For issues that aren't related to physical damage, here's where to turn. This section covers brand-new computers that fail on arrival and general IT issues like account access or campus Wi-Fi.
New Computer Fails Out of the Box (DOA)
If your computer fails within the first business day, first try turning it off, checking all cables, and turning it back on.
If that doesn't work, contact the Madison CyberZone immediately to request a "DOA Replacement and Return".
General IT & Software Concerns
For problems with your JMU ID/email, Microsoft Office, or connecting to campus Wi-Fi, the IT Help Desk is your first point of contact.
JMU IT Help Desk:
- Phone: (540) 568-3555
- Email: helpdesk@jmu.edu
Apple Support
Whether you're on campus or at home, there are authorized options to get your Apple device repaired correctly. This section covers your repair pathways and clarifies what to do for software-specific issues.
Hardware Repair
On Campus: Madison CyberZone
As an Apple Authorized Service Provider, we are your primary on-campus resource. Bring your device directly to us for diagnosis and repair.
At Home
You can find other Apple Authorized Service Providers by downloading the Apple Support app or visiting getsupport.apple.com.
Software Support
Apple Software (macOS)
For issues with the macOS operating system or other Apple-branded software, contact Apple Support directly via chat or phone at 1-800-MY-APPLE.
Malware & Viruses
Malware issues are not covered under AppleCare or AppleCare+. You may need to seek specialized services for malware removal.
Dell Support
For Dell users, support is available both on-campus through our authorized center and directly from Dell when you're away. Find the right contact for your hardware or software needs here.
Hardware Repair
On Campus: Madison CyberZone
We are a Dell Authorized Service Provider. Bring your Dell device to us on campus for any hardware repairs.
At Home
If you are not at JMU, you can call Dell ProSupport Plus directly at 1-800-433-9014 for assistance.
Software Support
Malware & Viruses
Similar to Apple's policy, malware issues are not covered under Dell ProSupport Plus.
BitLocker Key Issues
If you have lost or do not know your BitLocker key, you will need to work directly with Microsoft to resolve this issue. The Madison CyberZone cannot retrieve BitLocker keys. Avoid this issue by disabling bitlocker prior to seeking service.
Find your BitLocker recovery key at Microsoft Support.
Understanding Service Agreements
Service plans like AppleCare+ and Dell ProSupport Plus offer peace of mind by covering accidental damage. This section breaks down what's covered and what it costs, helping you understand the value of your plan.
AppleCare+ for Mac Details
- Covers up to two incidents of accidental damage protection every 12 months.
- $99 deductible for screen damage or external enclosure damage.
- $299 deductible for other accidental damage (e.g., liquid damage).
- Without AppleCare+, costs are based on much higher out-of-warranty rates.
- Malware is not covered.
- View full details
Out of Warranty Services
Even if your device is no longer covered by a warranty plan, the Madison CyberZone can still assist with repairs. This section explains the general approach for out-of-warranty service for both Apple and Dell systems.
Apple Out of Warranty Details
- If your Apple device is no longer covered by AppleCare+ or its limited warranty, repairs will be quoted at Apple's out-of-warranty rates.
- Diagnostic Fee: $40 (non-refundable, applied to repair cost if performed). This fee is for a diagnostic of customer reported issues with the device and includes hardware diagnostics using the manufacturer’s software. If no repair is performed, the customer will receive an emailed explanation of the reported issue.
- These rates can vary significantly based on the type of damage and the specific model of your device.
- The Madison CyberZone, as an Apple Authorized Service Provider, can provide an official quote after diagnosing your device.
- You can also find estimated repair costs on Apple's support website for specific models.
- Remember: Unauthorized repairs or third-party parts can prevent future official service.
