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Need Help with Your Device?
Cedar Crest College provides technical support for all devices issued through the Laptops for Learners Program. Whether you're experiencing hardware problems, software issues, accidental damage, or warranty concerns, Information Technology Services is available to assist you.
This article explains how to get support, what is covered under warranty, and what to do if your device needs repair.
Before Requesting Support
Many common issues can be resolved by:
- Restarting your device
- Connecting to a reliable internet connection
- Installing available Windows updates
- Ensuring your device is charged
- Logging out and back into your Cedar Crest account
If the issue persists, contact the IT Help Desk for assistance.
How to Get Support
On Campus
Students experiencing issues with their Laptops for Learners device should visit the IT Help Desk, located in the Tompkins College Center. For directions and current hours, visit Client Portal Home.
The Help Desk can assist with:
- Login and account issues
- Software problems
- Device performance concerns
- Hardware troubleshooting
- Warranty claims
- Repair coordination
Please bring your device and charging cable with you whenever possible.
Off Campus
Students who are studying remotely, participating in internships, or away from campus can still receive support.
Remote support options may include:
- Phone support
- Email support
- Remote troubleshooting sessions
- Coordination with the device manufacturer for warranty service
Contact the IT Help Desk for assistance and instructions specific to your situation.
Warranty Coverage
Devices issued through the Laptops for Learners Program include manufacturer warranty coverage.
Warranty coverage generally protects against:
- Hardware defects
- Manufacturer component failures
- Covered system malfunctions
Examples include:
- Failed hard drives or storage devices
- Defective keyboards
- Display failures
- Battery defects covered under manufacturer terms
- Internal hardware failures
Warranty coverage does not typically include damage resulting from misuse, neglect, theft, or loss.
Specific warranty terms are determined by the device manufacturer.
Accidental Damage
Accidents happen. If your device has been dropped, cracked, exposed to liquid, or otherwise damaged, contact the IT Help Desk as soon as possible.
Examples of accidental damage include:
- Cracked screens
- Broken hinges
- Liquid spills
- Physical damage from drops or impacts
Repair options and associated costs, if any, will be reviewed on a case-by-case basis.
Do not attempt to repair the device yourself, as this may void warranty coverage.
Lost or Stolen Devices
If your device is lost or stolen:
- Report the incident to the IT Help Desk immediately.
- File a police report if theft is suspected.
- Provide any requested documentation.
- Follow guidance provided by Information Technology Services regarding replacement options.
Prompt reporting helps protect your account and college data.
Repair Process
If your device requires repair:
- Contact the IT Help Desk.
- IT staff will evaluate the issue. A loaner device may be provided if the device cannot be repaired or issue resolved within your first scheduled visit.
- The device may be repaired on campus or sent to an authorized repair provider.
- You will be notified when the repair process is complete.
Repair timelines vary depending on the nature of the issue and parts availability.
Loaner Devices
When available, temporary loaner devices may be provided while a covered device is being repaired.
Loaner availability is limited and cannot be guaranteed.
Students are responsible for returning loaner devices when repairs are completed.
Student Responsibilities
Students are expected to:
- Use their device responsibly
- Keep software and security updates current
- Protect the device from damage
- Report issues promptly
- Back up important files regularly
The College is not responsible for the loss of personal data stored on the device.
Frequently Asked Questions
My laptop won't turn on. What should I do?
Verify that the device is charged and connected to power. If the issue continues, contact the IT Help Desk.
Can I get support when I'm away from campus?
Yes. Remote support options are available for students who are not on campus.
Is a cracked screen covered under warranty?
Accidental damage coverage varies by device and warranty terms. Contact the IT Help Desk for an evaluation.
How long do repairs take?
Repair times depend on the issue, warranty status, and parts availability. The IT Help Desk will provide updates throughout the process.
Will I receive a loaner device?
Loaner devices may be available during repairs, but availability cannot be guaranteed.
Who do I contact for help?
The IT Help Desk is the primary point of contact for all device support, repairs, warranty questions, and troubleshooting requests.