DSU Device Support: FAQ
What is covered under the standard warranty?
The standard warranty covers: manufacturing defects or failures, routine maintenance, and repairs linked to normal usage of the device.
The standard warranty does NOT cover: any damage caused by neglect, such as damaged or worn plastics (including base and palm rest), broken hinges, cracked screens, missing pens, broken ports, or chargers.
It is the student's responsibility to take care of the device while it is assigned to them.
What happens if my laptop is damaged?
Students are responsible for any damages that happen to their device while it is assigned to them.
Sometimes bad things happen. Students should then visit the Support Desk with their device and our technicians will work to get them back up and running.
Once it is determined which parts need to be replaced, the student will be given an estimated cost.
If we have the parts on hand, our technicians can repair the device the same day.
If we don't have the parts on hand, or the repair will take longer, then the student will be given a loaner device of the same model. Our technicians will then transfer the students data to the loaner.
The student will receive an email when their device has been repaired and is ready for pick-up.
What if my laptop is missing or was stolen?
If your device went missing while on campus, please contact the Support Desk and let us know so we can track your device or determine if it was stolen.
If your device was stolen, please report it to the local authorities immediately. Bring your police report to the Support Desk. Each circumstance is different, and the Support Desk staff will work with you to help you recover your device.
If the device is not recovered by the end of the current semester, the student may be charged the replacement cost at current fair market value.
Can I bring my personal laptop to the Support Desk for help?
Yes. Although our technicians are limited with how much they can support your device, they will do their best to get issues resolved and get you back to class.
DSU Support Services cannot be held responsible for any unresolved issues on a personally own device.
What software is installed on my DSU assigned device?
DSU devices are installed with software which allow students the best campus experience.
All devices have the classroom technology software for wireless connection to the projectors on campus.
The systems are also configured with the latest VM Horizon client software for those who will need access to our VM View and IA Labs.
All students who are an active registered student will have access to DSU's Office365 on their device and up to 4 personal devices.
All browsers are configured to work with DSU campus systems and network.
Note: depending on your current program, additional software will be available to you. Check your course syllabus or contact your course instructor for more details.
What am I allowed to install on my assigned device?
DSU assigned devices are learning tools and there are no restrictions on what you can install on your device.
Please be aware that anything other than DSU's supported software may be removed if brought to the Support Desk with a software or OS problem. This includes operating systems.
What if I am not on campus and need Support Services assistance?
DSU ITS Support Services utilizes the DSUHelp (Bomgar) product to provide remote assistance for those who need help configuring & troubleshooting hardware and software issues. Connect anytime during Support Desk hours and a technician will be able to assist you. If you need to request support outside of hours, please submit a Quick Ticket.