Summary
The purpose of this article is to guide Enterprise Technology & Services technicians through the repair process for USNH-owned computing devices that are experiencing hardware issues or have been physically damaged. This article assumes the ET&S technician is already trained in the component steps needed for this process. If you are not, please ask your supervisor or Team Lead for assistance.
How-To
Task: Completing a hardware repair for a USNH-owned computing device
Instructions
Step 1 - Initial Diagnosis
Initial diagnosis should be completed for the device before beginning the repair process.
Troubleshooting/ diagnostic steps will vary on a case-by-case basis depending upon the type of repair needed (for instance, in the case of a broken display or cracked bezel, the damage is visible and thus no additional diagnostic steps are needed) but may include things like:
- Running onboard diagnostics,
- Re-imaging the device to exclude the possibility of a software problem,
- Testing with an external display,
- Swapping cables, etc.
For detailed diagnosis instructions, refer to the vendor's diagnosis guide:
Step 2 - Create Ticket and Collect Equipment
If a TeamDynamix Service Request has not yet been created for the repair, create one before proceeding. Make sure to attach the asset for the damaged device and update its status to 'Maintenance' while it is in for repair. Once the device comes back from the vendor, it should be returned to 'In Use' status.
Collect the device that needs to be repaired (and its AC adapter, if applicable) from the client and provide them with a loaner if needed.
If the damaged device has an AC adapter but the client does not turn it in when sending the device for repair, be sure to note that in the ticket so there is no question upon return as to whether the device should have had one.
Step 3 - Initiate the repair
The next step is to initiate repair through the manufacturer. Methods for doing so will vary based on the specific manufacturer, and often they have more than one option:
Dell repairs:
- Visit the Dell Support Page , enter the device service tag and scroll down the page to show repair options/ initiate repair:
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- Visit the Dell Support Page and use the Virtual Support Agent to chat with Tech Support and ask them to initiate the repair:
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Apple repairs:
Important: Apple repairs *should not be* initiated through the repair option on the Apple support website, as this requires input of an Apple ID. It is strongly discouraged for personal Apple IDs to be associated with USNH-owned devices.
- Call 800-800-2775 and select options 3, then 1, then 3 to speak with an AppleCare agent and initiate repair
- Visit the Apple Solutions Chat Support Page and chat with an AppleCare agent to initiate repair:
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Lenovo repairs:
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Surface repairs:
- In InTune, go to the 'Devices' tab in the left-hand sidebar:
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- In the middle menu, click on 'Partner Portals':
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- Click on 'Surface Management Portal':
- Click on the 'Support' tab:
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- Click on the blue button for 'New Support Request':
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- Select the product type from the drop-down menu:
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- Select the device model from the drop-down, and then choose the 'Select Devices' option:
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- A sidebar will pop out with a list of available devices of that model in InTune. Select the device in question, click the 'Done' button, and then use the 'Next' button at the bottom of the screen to walk through the steps to create a support request.
Step 4 - Pay Up-Front Repair Fees
If the device is not under warranty or the repair is not covered by warranty, there may be an up-front fee (either a diagnostic fee, or the full repair fee, depending on the manufacturer) that will need to be paid with a PCard. Departmental budget (FDM) codes cannot be used for repairs, as these purchases occur outside of UShop.
All diagnostic and repair fees are the responsibility of the department that owns the device and should be paid by that department over a phone call or remote session where they can provide or enter their card information directly into the manufacturer's website. PCard numbers should never be written down or transmitted via Teams or email.
Enterprise Technology & Services covers diagnostic and repair fees for ET&S devices as well as those purchased with budgets controlled by ET&S, such as Tech Fee and KSC E&G. If you are not sure, ask your Team Lead before paying for the repair.
Make sure to print any payment receipts to PDF and upload to the TDx service request as documentation.
Step 5 -Temporarily Remove Device from Management Platform
Apple devices:
*Please Note: This step must be completed by a Team Lead with access to Apple School Manager. If you have questions or run into issues, please submit a request to Endpoint Lifecycle and we would be happy to assist.
- Log in to the appropriate institution's instance of Apple School Manager
- Click on "Devices" in the left-hand sidebar, and then search for the device serial number using the search bar at the top:
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- Pull up the device record and click on the ellipsis menu in the top right corner; then select Unassign Device Management. *DO NOT RELEASE THE DEVICE FROM THE ORGANIZATION!*
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Windows devices:
- Log in to the Microsoft InTune admin center
- Navigate to Devices> Enrollment > Windows Autopilot Devices:
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- Search for device serial using the search box at the top:
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- Select the check box next to the device, and click Delete in the top menu bar:
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Step 6 (for Mail-In Repairs)- Receive Box and Ship Device
Most USNH repairs are completed via mail-in service. Once any applicable up-front fees have been paid, the manufacturer will send a shipping box, packing materials and prepaid return label so that the device may be packaged and sent in for repair.
Once these materials are received, pack the item and drop it off at the appropriate mail center for your location.
Step 6 (for On-Site Repairs)- Meet Technician
For items that are still under warranty, on-site repair by the vendor may be an available option if preferred. If on-site repair is selected, the vendor technician will reach out to schedule a date and time frame for the repair. You will need to be available to meet the vendor technician when they arrive on site and answer any questions they may have as the repair is completed.
Step 7 (for Mail-In Repairs)- Receive Quote and Pay for Repairs
If the device is out of warranty and the full repair fee was not quoted/ paid up front, the manufacturer will send an email with a quote for repair costs (typically within a few days of receipt of the device). A decision must be made at this point as to whether the repair is worth the cost. If you (and the department) decide that it is not, you can decline the repair and the device will be returned.
If the repair fee makes sense given the condition and age of the device, proceed with paying for the repair in the same manner that the diagnostic fee was paid. Make sure to print the payment receipt to PDF and upload it to TDx the service request as documentation.
Step 8- Re-enroll in Management Platform
*Please Note: you may need assistance with this step if you do not have the access needed to remove or re-add devices. If that is the case, please submit a request to Endpoint Lifecycle or Endpoint Engineering
Apple Devices:
- Log in to the appropriate institution's instance of Apple School Manager
- Click on "Devices" in the left-hand sidebar, and then search for the device serial number using the search bar at the top:
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- Pull up the device record and click on the ellipsis menu in the top right corner; then select Assign Device Management:
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- Select USNH JAMF Pro from the drop-down menu, and then hit the Continue button:
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- Next, put in a request to the Endpoint Engineering team to remove the device from the Inventory Only group in JAMF.
Windows Devices:
- Retrieve the hardware hash from the device using the PowerShell script
- Log in to the Microsoft InTune admin center
- Navigate to Devices> Enrollment > Windows Autopilot Devices:
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- Click the Import button in the top menu bar, then browse to the file with the hardware hash and upload it back into InTune:
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Final Step- Receive Device and Return to Client
After repair fees have been paid, the manufacturer will complete the repair and return the device. If a new hard drive was installed, the device will need to be run through the AutoPilot or JAMF process and set back up before being returned to the client. Remember to verify any extras (charger, case, etc.) were returned with the device.
Change the asset's Status from 'Maintenance' to 'In Use' before contacting the client for pickup, then reach out to let them know their repaired device has been returned and that they may come in to pick it up (and return their loaner, if applicable).
Outcome
You have successfully completed a hardware repair for a USNH-owned device.
Further Readings
Sending a device for repair in TeamDynamix
Returning a device to use in TeamDynamix
How to run Dell Preboot Diagnostics and Hardware Tests
Use Apple Diagnostics to test your Mac
Lenovo Diagnostic Solutions: Downloads
Dell Support
Apple Support
Lenovo Support
Need additional help?
If you have additional questions about the repair process for USNH-owned devices, please reach out to a member of the Enterprise Technology & Services Asset Team directly or send an email to ets.assetteam@usnh.edu