Personal Computer Preparation, Troubleshooting, Warranty, and Repair Guidance for Students

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Personal Computer Preparation, Troubleshooting, Warranty, and Repair Guidance

Guidance for students using personally owned Windows computers, Macs, laptops, and Chromebooks at North Carolina A&T State University.

Overview

Students are responsible for maintaining, troubleshooting, repairing, and replacing their personally owned computers and other personal devices.

Information Technology Services (ITS) does not diagnose hardware problems, repair personal devices, reinstall operating systems, remove malware, recover personal files, or complete manufacturer warranty claims. However, the information below can help students prepare their computers for campus, complete basic troubleshooting, review warranty options, and locate an appropriate repair provider.

Personal Device Support Notice

ITS support for personally owned devices is limited to university-provided accounts, systems, and services. ITS may provide guidance for connecting to supported university resources, but ITS cannot guarantee that every personal device will be compatible with university systems.

What ITS Can and Cannot Assist With

ITS May Provide Guidance For

Accessing university-provided accounts and systems
OneID account and password assistance
Connecting a compatible device to the university wireless network
Accessing Microsoft 365 and other university-provided applications
Accessing Canvas and supported academic systems
Identifying the appropriate university resource or support area

ITS Does Not Provide

Hardware diagnosis or repair for personal devices
Screen, keyboard, battery, charging port, or component replacement
Operating system installation, reset, or recovery
Virus or malware removal
Personal file backup, transfer, or recovery
Support for personally purchased software
Manufacturer, retailer, or warranty claim processing

Before Coming to Campus: Prepare Your Computer

Complete the following before arriving on campus or before the beginning of the semester:

Confirm that the computer meets the requirements for your college, academic program, or major.
Install all available operating system, browser, firmware, and security updates.
Confirm that the computer can connect to a wireless network.
Install a currently supported web browser.
Confirm that the webcam, microphone, speakers, keyboard, trackpad, and charging equipment work properly.
Create a secure login password or PIN for the computer.
Enable automatic operating system and security updates.
Back up important files to a secure cloud storage service or external drive.
Save your device serial number, purchase receipt, warranty information, and repair-plan information in a separate location.
Bring the correct charger and any adapters required by your computer.
Make sure you know the password for the device's administrator account.
Record any encryption or recovery key associated with the computer.

Do not wait until classes begin to test a newly purchased computer. Allow enough time to return, exchange, or repair the computer if a problem is discovered.

Review N.C. A&T Student Computer Recommendations

Students should also consult their college or academic program because some majors require particular operating systems, processors, memory, storage, graphics capabilities, or specialized software.

After Arriving on Campus

Keep the computer's operating system, browser, and applications updated.
Use only the official university wireless network and follow published connection instructions.
Do not share your OneID password, verification codes, or computer password with anyone.
Use university-provided storage options when appropriate and maintain a separate backup of important academic work.
Lock the computer when leaving it unattended.
Do not leave the computer unattended in classrooms, residence halls, vehicles, libraries, or public areas.
Use a protective case or sleeve when carrying the computer.
Keep liquids away from the device.
Save warranty, insurance, and repair documentation throughout the time you own the device.

Important: Back up important assignments regularly. Hardware failure, accidental damage, loss, or theft can occur without warning.

Windows PC or Laptop Troubleshooting

If your Windows computer is not working correctly, try the following:

Save your work and restart the computer.
Disconnect unnecessary USB devices, docking stations, monitors, and accessories.
Connect the computer to its charger and verify that the charging indicator appears.
Check for Windows and manufacturer updates.
Confirm that airplane mode is turned off and Wi-Fi is enabled.
Test the computer on another trusted wireless network when possible.
Check available storage and remove unnecessary files if the drive is nearly full.
Run the security scan included with your supported version of Windows.
Review the manufacturer's support website using the computer's model or serial number.

If the computer will not power on, has physical or liquid damage, repeatedly displays errors, overheats, or cannot start Windows, contact the manufacturer, warranty provider, retailer, or a qualified repair provider.

Do not reset or reinstall Windows unless your files are backed up and you understand that the process may remove applications and personal data.

Mac or MacBook Troubleshooting

If your Mac or MacBook is not working correctly, try the following:

Save your work and restart the Mac.
Disconnect unnecessary hubs, monitors, storage devices, and accessories.
Connect the correct Apple or compatible charger and allow the device time to charge.
Check for supported macOS and application updates.
Confirm that Wi-Fi is enabled.
Check the available storage space.
Back up important files using a secure backup method.
Use the official Apple Support website to review troubleshooting instructions for your model.

If the Mac will not power on, has physical or liquid damage, has a swollen battery, repeatedly shuts down, or cannot start macOS, contact Apple or an Apple Authorized Service Provider.

Do not erase, reset, or reinstall macOS unless your files are backed up and you understand the effect of the recovery option being used.

Chromebook Troubleshooting and Compatibility

If your Chromebook is not working correctly, try the following:

Save your work and restart the Chromebook.
Connect the charger and allow the device time to charge.
Disconnect unnecessary USB devices and accessories.
Confirm that Wi-Fi is enabled.
Check for available ChromeOS updates.
Remove unnecessary downloaded files if local storage is full.
Check the manufacturer's support website using the model or serial number.

Chromebook Compatibility Notice

Chromebooks may not support all software required by a course, college, or academic program. Before purchasing or relying on a Chromebook, confirm the requirements with your academic program or instructor.

Students should also verify the device's ChromeOS automatic update eligibility with the manufacturer or Google. Older Chromebooks may no longer receive operating system or security updates.

Do not perform a Powerwash or factory reset unless your files are backed up and you understand that locally stored information may be removed.

Common Problems to Check

The Computer Will Not Turn On

Confirm that the charger is securely connected.
Try a different electrical outlet.
Inspect the charger for visible damage.
Allow the device to charge before attempting to power it on again.
Disconnect docking stations and accessories.

The Computer Is Running Slowly

Restart the computer.
Close applications and browser tabs that are not being used.
Check the available storage space.
Install operating system and application updates.
Run a security scan using trusted software.

The Computer Cannot Connect to Wi-Fi

Confirm that Wi-Fi is enabled and airplane mode is turned off.
Restart the computer.
Test the device on another trusted network.
Install operating system and wireless adapter updates.
Verify that the device can use the wireless security requirements of the network.

An Application Is Not Working

Close and reopen the application.
Restart the computer.
Check for application updates.
Confirm that the computer meets the application's requirements.
Contact the application vendor if the software was purchased personally.

Warranty, Protection Plan, and Purchase Assistance

Before paying for a repair, determine whether the computer is covered by a manufacturer warranty, extended warranty, accidental-damage plan, retailer protection plan, or insurance policy.

Locate the following information:

Manufacturer and model
Serial number or service tag
Purchase date
Original receipt or order confirmation
Name of the retailer or organization that purchased the computer
Manufacturer warranty information
Extended warranty, AppleCare+, Geek Squad Protection, or other coverage
Description and photographs of the problem or damage

If the computer was purchased or provided by another organization, contact that organization before authorizing a repair. This may include:

The retailer or manufacturer
A parent or guardian who purchased the device
Your academic college or department
A scholarship, grant, or student-support program
An employer or sponsoring organization
A third-party protection-plan or insurance provider

The purchasing organization may have the receipt, warranty details, account information, or required repair process.

ITS cannot approve repairs, submit warranty claims, verify coverage, or accept financial responsibility for personally owned devices.

Local Manufacturer and Repair Options

The following locations are provided as general information. North Carolina A&T State University and ITS do not guarantee, endorse, or accept responsibility for services, pricing, repairs, data loss, or outcomes provided by an outside business.

Apple Store – Friendly Center

3320 West Friendly Avenue
Greensboro, NC 27410
Phone: (336) 291-0486

View Apple Store Information or Schedule Support

Best Buy and Geek Squad – Greensboro

1701 South 40 Drive
Greensboro, NC 27407

Review Geek Squad Repair Services or Schedule an Appointment

Before visiting a repair location:

Contact the location or schedule an appointment.
Confirm that the location services your device manufacturer and model.
Ask whether the repair may be covered by your warranty or protection plan.
Request an estimate before authorizing work.
Back up your files if the computer is still accessible.
Ask whether the repair process may erase your data.
Remove sensitive information when possible.
Bring the charger, purchase receipt, identification, and warranty information.

Store locations, operating hours, appointment availability, and services may change. Verify the information directly with the provider before visiting.

Need Assistance With a University Service?

Contact the IT Service Desk if the computer is working but you need assistance accessing a supported university account, system, or service.

Preparing to Purchase a Computer?

Review the university's student computer recommendations and confirm any additional requirements with your college or academic program before purchasing a device.

View Student Computer Recommendations

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Personal Computer Preparation, Troubleshooting, Warranty, and Repair Guidance for Students