Hardware Support on Campus

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What we Support
Student Owned Devices
University Owned Devices
Service Costs

Overview

OU IT can offer device support and repairs for Student and University-owned devices. Please see the 'What We Support' section below for more information on what kind of devices we support. Our Service Desk can assist with troubleshooting some device issues in person or remotely. Please contact us at 325-HELP (4357) for more information or assistance. 

Non-university devices owned by Faculty/Staff who are not currently taking a class at OU as a student: We are only servicing Student and University-owned devices at this time. The Service Desk will only be able to do basic troubleshooting for personal devices owned by Faculty/Staff. If you are a Faculty/Staff member who does work-related things on your personal device and would like to speak to someone about getting a university-owned device, please speak to your On-site support to see if you qualify for a university-owned device. 

University-owned Devices: The Service Desk will be able to do basic troubleshooting for these devices. If the issue you are encountering requires further assistance the Service Desk can help you contact your On-site support team for further help if they are unable to assist you. 

What We Support

Currently, OU IT can accept Apple and out-of-warranty Dell devices for hardware support. If you would like to check your Dell devices warranty status you can do so at this site. We can also attempt to provide hardware service work on out-of-warranty systems as long as the device meets all other check-in requirements. In this case, the customer is responsible for the cost of any parts necessary for the repair. 

If you have a device that is not an Apple or out-of-warranty Dell: We can accept US-purchased brand devices for software support only.  

We are currently unable to provide hardware or software services for:

• Non-university devices owned by Faculty/Staff who are not currently taking a class at OU as a student. 
• Computers that are internationally purchased.
• Custom-built computers.
• Computers that do not meet the minimum system requirements for Windows 10
• Macs that are considered obsolete (found on this page) are only eligible for software installation/OS Reinstall.
• OU IT also does not service mobile/cell phones or tablets. 

All personal computers checked in through a Service Center may be subject to a $60 diagnostic/bench fee in addition to the cost of any necessary parts for repair. Please see the chart in the 'Service Cost' section for more information on bench fee charges.

For University-owned computer system repair options please see this page.

Student Owned Devices

Student device assistance for non-university-owned devices is available on the Norman and Oklahoma City campuses:

1. If you want to back up your device you will need to do so before checking it in. 
   • We cannot guarantee that there is no chance of data loss during a repair. No matter what kind of repair it is, all repairs have a chance of data being lost. 
2. If your device is encrypted, you will need to unencrypt your device before our team can work on it or be prepared to provide an encryption key. 
3. Ensure your device qualifies to be checked in (see the 'What We Support' section above). If you are not sure, you can call or bring your device in and our team will be able to help determine if it meets our check-in requirements. 
4. If your device has a password we will need to know your password so that our team can access your devices for repairs. You can change the password to something else while we have your device or remove it before you check in your device.
   • Apple Laptops: Find my device will need to be off before checking in the device. 
5. Make sure to bring your power cable with you. We are unable to check in devices if they do not have their power cables with them. 

Process for Student device check-ins:

• Device Check-In
  1. You can bring the device and the device power cable to one of the check-in locations when the in-person Service Desk is open.
  2. The Service Desk may attempt some troubleshooting with your device first. If they are unable to resolve your issue, they will discuss checking in your device and if it qualifies to be checked in.  
     • Please see the 'What We Support' section above.
  3. If checked in for hardware support, you will need to accept the work authorization and possibly pay a $60 bench fee before the device can be sent to our Hardware team.
     • The Service Desk will determine if a bench fee applies to you during check-in. 
  4. Once the work authorization is submitted and any needed payments are received, the Service Desk will send the device to the hardware team for diagnosis and repair. 
• Repair Phase
  1. After the Hardware team diagnoses your device, the Service Desk may communicate the results with you.
     • If the Service Desk contacts you with the Hardware teams results and you do not want to move forward with repairs, you can let the Service Desk know at this point. If you paid a bench fee and have the device returned to you before repairs are made, you will not be able to get a refund. 
  2. If additional parts are needed: The hardware technicians may provide a quote for the parts needed and the recommended source. This does not apply to Apple devices, as the parts are only sourced through Apple. In this case, the Apple technician will provide the quote and purchase the part(s) after payment is received. 
     • Dell parts: If you decide to buy the Dell part recommended, you will need to have it sent to your address, not to the Service Desk. Once the part is in your possession, you will bring it to the Service Desk where you dropped your device off. It will then be transferred from the Service Desk to the Hardware team and repairs will move forward. 
  3. Once repairs are finished (or if they are declined) the device will be returned to the Service Desk.
• Device Check-Out
  1. After the Service Desk receives the device they will check to make sure all repairs were completed and the device is working. 
     • If the Service Desk finds something wrong they will send the device back to the Hardware team. 
     • If you decline to have any repairs done, they will reach out to you to let you know the device is ready to be returned to you. 
  2. The Service Desk will reach out to you to let you know your device is ready for pick-up.
  3. When you arrive to pick up your device the Service Desk will go through the repairs and any notes from the Hardware team. You will need to sign our checkout form and then we will hand the device back to you. 

University-Owned Devices

The Service Desk will not be able to check in University devices from device owners. If you are sure your University-owned device needs to be checked in for hardware support, please contact your On-site team. They will need to check your device and go through that process on your behalf. Service Desk locations will only be able to help with basic troubleshooting. If you bring your device to the Service Desk and it is determined your On-site team will need to help further, the Service Desk can help you contact your On-site team for additional help. For more information on the process for University-owned devices, please see our University Owned Computer Repairs article. 

Service Cost

 

SERVICE	IN WARRANTY	OUT OF WARRANTY
Software Installs	Must Pay $60	Must Pay $60
Virus Mitigation	Must Pay $60	Must Pay $60
OS Rebuilds	Must Pay $60	Must Pay $60
Hardware Repair	No Fee	Must Pay $60 + cost of any parts needed
Hardware Repair with Accidental Damage	Must Pay $60 + cost of any parts needed	Must Pay $60 + cost of any parts needed
Other Issues Over 15 Minutes	Must Pay $60	Must Pay $60

 

 

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