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Information Technology Help Desk

Operational Hours and Exceptions

personally-owned
computer services

Computer services and support offered through the Information Technology (IT) Help Desk for personally-owned computers

 

 

Eligibility: enrolled students, employed faculty & staff, emeritus faculty and staff  

 

Owner Responsibilities: 

It is the responsibility of the computer owner to perform the following day-to-day administrative actions to 

maintain their computer: 

  • maintain up-to-date virus protection (available free) to all JMU students, faculty, and staff 
  • ensure operating system and application updates are applied 
  • keep all software and licensing information available while at JMU 
  • take steps to avoid unsafe computing (more information available at www.jmu.edu/computing/security) 
  • perform frequent back-ups or copies of critical data 

Note: OneDrive online storage is available to students while enrolled at JMU via their Dukes email account 

Service

Support

Hardware 
Repair

Information Technology is partnering with the Madison CyberZone’s Service Center at the JMU Bookstore to offer hardware repair services for personally-owned computers.

In-Warranty Repairs:

  • Available for Dell and Apple computer repairs that are covered under the manufacturer’s warranty
  • Computers must be dropped off at the IT Help Desk in the Student Success Center for initial evaluation (the Help Desk has a limited number of loaner computers available)
  • Repairs typically cover the testing, diagnosing and repairing/replacing of Dell and Apple manufacturer defective parts
  • If a hard drive replacement is required, the operating system and anti-virus/anti-malware software (Symantec Endpoint Protection) will be re-installed

Out-of-Warranty Repairs:

  • Available for personally-owned computers at reasonable upfront pricing
  • Computers must be dropped off and picked up from the Madison CyberZone Service Center
  • Out-of-warranty hardware repair is dependent on availability of replacement parts
  • Apple repairs due to accidental damage are subject to Apple’s tier repair pricing

Note: See www.madisoncyberzone.com/servicecenter.shtml for a complete list of services.

Turnaround Expectations:
Repair time varies based on repair volume, complexity and parts availability. Most repairs are completed within a week.

JMU Recommended Software

Covers:

  • Installation guidance
  • Evaluation of technical issues, which may be referred to an outside vendor

Does Not Cover:

  • Installing or upgrading operating system or application software
  • Removing malware or viruses
  • Recovering data
  • Assisting with unsupported, third-party software

Note: The Madison CyberZone’s Service Center at the JMU Bookstore offers select non-warranty software services at reasonable upfront pricing. See www.madisoncyberzone.com/servicecenter.shtml for a complete list of services.

JMU Official Wireless Network

Covers:

  • Verification of configuration settings for connecting to the JMU Official Wireless network 
  • Evaluation of technical issues, which may be referred to an outside vendor
Wireless in the Residence Halls
  • Apogee provides wired and wireless internet service and support in residence halls. Students may call Apogee support at (855) 410-7377; email support@myresnet.com; text ResNet to 84700; Chat live at www.MyResNet.com

Note: Customers may contact an outside vendor for services not covered*

 

To request service or report problems or issues:

Contact the IT Help Desk by: