Resnet Repair Process

Services Offered

Purchase a service plan or single incident support

The following services require an active service plan or a single incident voucher:


  • Basic Technology Consulting
  • Email Setup and Troubleshooting
  • Operating System Setup and Troubleshooting

  • Mobile Device Troubleshooting and Configuration
  • Hardware Troubleshooting
  • Liquid Damage Recovery

  • Virus Removal
  • Software and Driver Support
  • System Tune-up

  • Advanced Hardware Replacement
  • Data Recovery

Repair Process

  1. Once you arrive at our office, we will ask you to fill out a ticket for your repair request and to agree to our Terms of Service. When creating a ticket, you will be able to provide us with your contact information and a description for the problems you are experiencing with your device.
  2. Our technician will work with you in the office for approximately 20 minutes to try and fix any simple issues such as wireless, email, and device registrations. If the technician is unable to resolve the issue within this timeframe, we will ask for you to submit your device to our tech center for advance diagnostics and repairs.
  3. Tickets submitted for service will be worked on in the order they were received. Our technicians will focus on resolving the primary issue(s) you reported. If there is something we are unable to fix, we will contact you with more information, including part replacement recommendations if necessary.
  4. Our senior technicians will then review the ticket to verify all steps were completed successfully. The senior technician will then approve the machine and prepare for pickup.
  5. You will be contacted by phone and email to inform you that the repair request is complete. You will need a photo ID with your name on it to pick up the machine from our office.
  1. Once you arrive at the Digital Den, a representative will ask you to fill out a ticket for your repair request and to agree to our Terms of Service. When creating a ticket, you will be able to provide us with your contact information and a description for the problems you are experiencing with your device.
  2. If a technician is present at the Digital Den*, they will work with you for approximately 20 minutes to try and fix any simple issues such as wireless, email, and device registrations. If the technician is unavailable or unable to resolve the issue within this timeframe, we will ask for you to submit your device to our tech center for advance diagnostics and repairs. We will contact you within two business days with an update on the diagnostics, a repair time estimate, and any additional services or parts that might be needed.
  3. Tickets submitted to the tech center will be worked on in the order they were received. Our technicians will focus on resolving the primary issue(s) you reported. If there is something we are unable to fix, we will contact you with more information, including part replacement recommendations if necessary.
  4. Our senior technicians will then review the ticket to verify all steps were completed successfully. The senior technician will then approve the machine and prepare for pickup.
  5. You will be contacted by phone and email by the Digital Den to inform you that the repair request is complete. You will need a photo ID with your name on it to pick up the machine from the Digital Den.

Frequently Asked Questions

  • The device experiencing issues
  • Power cables/adapters (except for desktops with a standard PC power cord)
  • If applicable, any software you would like us to install along with their license keys
  • Any accessory not required for computer repair
  • Laptop bags, sleeves or carrying cases
  • USB dongles for wireless keyboards or mice
  • Printers
  • Pirated software

Our tech center operates on a queued based system and tickets are worked on in the order they are received. When you drop off your computer, the technician will inform of you our estimated wait time. We unfortunately cannot provide a precise completion date as unexpected issues and fluctuations in ticket volume effect this completion date. Some repair processes, such as hardware replacements, liquid damage recovery services, and full operating system re-installations may take longer than the estimated time. Please also keep in mind that Resnet's ticket volume increases greatly when school ends or resumes around holiday breaks, thus increasing the wait time for completion.

For both Windows and Mac OS X, a full install will format the main hard drive on the computer, meaning all data will be deleted from the hard drive. Windows machines must either have a legible and matching product key on the side of the computers case, the original Microsoft install media, a working factory recovery partition, or a provided Windows activation Key. Enrolled students are provided a free Windows 10 Education license, which can be obtained by visiting homeuse.rit.edu.

All licensed software on the machine will be deleted in this process (games, MS Office, etc.). Resnet can reinstall these programs with the original install media and a valid license key.

We are able to backup limited data to our server; this data includes personal files, school work, photos, etc. For backups exceeding 100GB in size, we require you to bring in an external drive for a backup to be completed to.

The Data Recovery processes require an external drive (flash drive or hard drive) to store your recovered files. We make every attempt to recover as much data as possible, however, there are instances where a hard drive has failed beyond the point of data recovery, and files will not be possible to recover.