James Madison University

Hours:
Mon-Thu: 8:00am - 9:00pm
Friday: 8:00am - 5:00pm
Saturday: Closed
Sunday: 3:00pm - 9:00pm
(when classes are in session)

Exceptions:
Follows JMU's schedule for inclement weather.
Exceptions for Academic Year 2012-2013

JMU Computing HelpDesk

The JMU Computing HelpDesk serves as the central point of contact in Information Technology for the computing support needs of the JMU community of applicants, students, faculty, staff, affiliates and alumni.

Self-Help

Self-Help is always available to help you find information and solve problems.

Contact the Computing HelpDesk

Phone
540-568-3555 (see Computing HelpDesk Hours to the right)
Submit a Computing Service Request
submit a form to report computer security violations or to request common services such as bulk e-mail, SAS software (students), affialiate computing services; file storage accounts, specialized Exchange mailboxes, technology project initiations, and more (faculty and staff). Responded to within 2 business days, Mon-Fri 8am-5pm.
Submit a Question or Issue to the Computing HelpDesk
submit a computing question or issue - submit request anytime, response within 1 business day, Mon-Fri 8am-5pm
(turnaround may be longer at the start of a semester)
E-mail
helpdesk@jmu.edu - submit request anytime, response within 2 business days Mon-Fri 8am-5pm
(turnaround may be longer at the start of a semester)
Walk-In
Lower Level Frye Building, Room 103 [NOTE: The Computing HelpDesk office is not located on a handicapped accessible route. Customers with physical limitations should call (540) 568-3555 for assistance.]
for password resets Mon-Fri 8am-5pm;
call ahead for authorization to drop-off computers for wireless issues, on-campus residence hall connectivity problems, & Dell/Apple hardware warranty repair

Top Inquiries to the Computing HelpDesk

From Applicants

The top questions are: how to finish completing their application, activating their e-ID, determining their e-ID, resetting a forgotten password, viewing their application decision letter, finding their student ID number and more.

General Questions

Virus Removal- for personally owned computers only. Note: Do not attempt to remove a Virus from a JMU-owned computer - please report issue immediately to the Computing HelpDesk for possible forensics.
Exchange

Accessing E-mail and Configuring an E-mail Client

Exchange E-mail FAQs

Atomic Learning Tutorials

Live@edu - e-mail system for students

Live e-mail FAQs

JMU-Owned Computer, Printer, Mobile Device, and Software Installation - online request form
Hardware Repair

Best Practices

If you are having trouble accessing an Information Technology service, check System Alerts and Computing News on the Computing home page.
Before contacting the Computing HelpDesk, search self-help to see if a resolution to your issue is already documented.
During peak periods (start of a semester), use a computing form to submit a new or change to a service request instead of phoning the Computing HelpDesk.
Please keep in mind that all JMU computer users are subject to JMU Computing Policies and Standards.

Information to Provide the Computing HelpDesk

Electronic ID (your e-ID used to access MyMadison, Blackboard, authenicated JMU web pages and more)
Best phone number at which to reach you
Type of Computer (Dell Optiplex, iMac, etc.), printer or mobile device
Operating System if applicable (ex. Windows Vista, Mac Snow Leopard, etc.)
Name of the software/application and version in question (ex. Word 2007, Outlook 2007, Internet Explorer 8, etc.)
Nature of the problem
Exact wording of any error messages
Steps taken to resolve the problem (you may wish to try our Basic Computer Troubleshooting steps prior to contacting us.)
Immediacy of your problem
Your availability
Location of equipment
Dell Service Tag or Apple serial number and/or JMU ESN (the Equipment Service Number is typically a blue tag found on JMU owned computer equipment). These numbers are required for repair service.