ITS Resnet

Information & Technology Services Residential Networking

Resnet Repair Process

The Resnet Repair Process is the steps that we take to ensure your computer is working properly after being serviced by our staff. Every customer is allowed one machine or device submitted to our tech center at a time. Below are the steps we take to make sure your trip to our office is easy and enjoyable. 

What should I bring?

  • The device having problems
  • Power Cables (Except for Desktops with a Standard PC power cord)
  • Any software you would like us to install and licensing information

What is not accepted by Resnet?

  • Laptop Bags and Sleeves
  • USB dongle for Wireless Keyboards/Mice
  • Printers
  • Pirated Software 

Repair Process

  1. Once you arrive at our office, we will ask you to fill out a ticket for your repair request and agree to our End User License Agreement. When creating a Ticket, you will be able to provide us with a product description, device username and password, contact information and a problem description.
  2. Our tech will work with you in the office for approximately 20 minutes to try to fix any quick issues such as wireless, email, and device registration. If the tech is unable to resolve the issue within this timeframe, we will ask for you to submit your device to our tech center.
  3. Tickets submitted to the tech center will be worked on in the order they were received. Our techs will focus on the customers primary issue. If there is something we are unable to fix, we will contact the customer with recommendations or replacement parts.
  4. Once the customers primary issues are resolved we will scan for Viruses and Malware, install any operating system, application, and drivers updates. 
  5. Our senior staff will look over the ticket to verify all steps were completed successful. The senior staff will then sign off the machine and reset the devices passwords.
  6. Customer will be contacted by email and phone to inform the repair request is complete. Customers need a Photo ID to pickup the machine. 

Estimated Time for Repair

Our tech center operates a queued based system and are worked on in the order they are received. When you drop off your computer, the tech will inform you our estimated wait time. We do not provide an exact time a machine will be completed. Students should take this into consideration during holiday breaks. 

At any point in time, you are free to pick up your machine as is. Please note that your system may not be fully functional.  

Repair/Full Install

Some machines submitted to our tech center may require a repair install or a full install of the operating system to resolve the issue. Below are the differences between the two.

Repair Install

For Windows machines, all application, files and folders will be moved to the hard drive to C:\Windows.old. The Microsoft Windows Product Key will be required for a repair install Applications will need to be reinstalled from the original media. We will ask if you would like your data backup.  We are able to backup non-copyrighted data to our server as a precaution. Copyrighted data such as movies, software, and music require the customer to bring in an external drive to backup to.  

For Mac machines, we will preform a archive install of Mac OS X. This process is similar to Windows but all data stays inside the users profile and only the system files are replaced. We still recommend a backup of non-copyrighted data in the event the system files accidentally overwrites personal folders.

Full Install

For both Windows and Mac OS X, we will be formatting the main hard drive on the computer(All Data will be deleted from the hard drive). Windows machines must have the legible and matching product key either on the side of the computers case, original Microsoft media, a factory recovery partition, or MSDNAA purchase receipt.

Mac OS X users will need to bring in their copy of their Operating System Disc or App Store receipt.  If no media is provided for the Operating System, we will install the original shipped OSX Version. 

We will backup all non-copyright data to our servers if requested. Copyrighted data will need to be backed up to an external hard drive. 

Data Backup & Recovery

Data Recovery requires an external drive (flash drive or hard drive) to store the recovered files to. Due to the software we use, we may not be able to determine if the content from the source drive is copyrighted.