Before referring a customer to onsite for an issue with a departmental, university-issued device, please check if the customer has already contacted their department's local IT.

Many of these machines will have credentials that Onsite will not have access to and hardware repairs may require approval from local IT before being checked in for repair. 

Referrals: IT Help Desks at UW-Madison

For supported recycling, create a case and follow Equipment Recycling handling at Recycling Personal Equipment Handling Information, setting the case to Pending - Waiting for Customer.

Supported Recycling:

• PERSONAL recycling
  • For a list of items we accept, see Help Desk - Personal Computer Recycling Program FAQ

Unsupported Recycling:

• Any departmental equipment
  • If someone is looking to recycle university owned or departmental equipment they should be referred to SWAP: https://swap.wisc.edu/ 

When referring a customer to onsite, be sure to set best effort expectations with the customer if the software is not supported by DoIT.  Onsite will allow us to physically view the customer's device, screen, and actions, but does not allow us to do anymore than is possible over phones/chat/email.

Note: If customers have any questions about a preexisting repair case, you can message the Onsite HD channel.

Supported Repairs:

• Departmental computer hardware repair
• Personal computer software repair (virus removal, etc.)

Unsupported Repairs:

• Departmental computer software repair
  • These cases are best handled by local IT
• Personal computer hardware repair
  • Please note that even if the customer has a warranty purchased from the Help Desk, they should still be referred to the provider (Dell, Safeware, etc.) or a local vendor who is able to take these repairs.
  • Refer to list of local repair shops found on DoIT Repair - Departmental Repairs or Referrals for Personal Repairs.

At this time, Onsite ONLY offers CLP rentals. We do not have any AV equipment or cables (including chargers) for check-out or for purchase. See Library rentals at Equipment for Checkout | UW-Madison Libraries (wisc.edu) .

Supported CLP Cases:

• Returning a loaner that is experiencing issues
• Checking out a replacement device if there are loaners available
  • If a customer needs a new device, they are subject to availability and will need to backup any data they would like to keep before turning in their current device.
• Customer has a MacBook loaner that is prompting them for a password
  • Inform the customer that the default password is "doit".
  • Note that customers are also free to set their own passwords on loaner devices

Unsupported CLP Cases:

• Transferring data between loaners
• Deadline extensions for the purpose of backing up data

If a customer has lost or misplaced the charger included with their loaner, we ask that they replace it with an equivalent one. Based on their loaner model, we should be directing customers to Dell or Apple to purchase replacements. All chargers include both a power plug and a cord. When customers turn in their loaners, they will need to turn in all pieces of the bundle together, including the loaner bag. 

Loaner Charger Specifications (as of Spring 2024)

Dell Latitude 7410 (13in) and Dell Latitude 7490 (14in):

• 65W USB-C Adapter
• NEMA 5-15P to C5 3-Slot Mickey Mouse plug (1m) (Honglin, LongWell)

Dell Latitude 3510 (15in): 

• 65W 4.5mm barrel AC Adapter (2m)
• NEMA 5-15P to C5 3-Slot Mickey Mouse plug (1m) (Honglin, LongWell)
  

Macbook Air (M2, 2022): 

• 70W USB-C Adapter
• USB-C to MagSafe3 cord OR USB-C to USB-C Cord

Tech Store order number and Proof of Purchase requests

Agents with Tech Store training (P3/P6) are able to use Point of Sale (POS) to look up customer orders, including by receipt number or customer name. POS is accessible through the KB-Internal home page, on the left menu bar under Quick Links. POS - Using the Order Lookup Function

This is a supported service.

Customers can follow Virus and Spyware Removal Guide to attempt virus removal themselves. If the user is unable to complete these steps, instruct them to bring their computer into onsite. 

• Direct them to bring in the computer's power cable/adapter and to have their data backed up.
  • It is recommended that the customer backup only necessary data to reduce the likelihood that the virus will be reintroduced with the backup. Please recommend that the customer backup only their files, and applications if strictly necessary. Backup is highly recommended, but not required.
  • If the customer is unable to back up their files at home, tell them they will be able to discuss other backup options with the onsite agent. 
• In cases of ransomware, onsite may be able to check in the device for an OS reinstallation.
  • Emphasize that the computer will likely need to be checked in, and they may be without it for several days.

This is a supported service. Onsite is able to provide and associate Duo tokens to individuals, free of charge. See KB Documentation for common questions and requests. 

Token/fob shipping requests: MFA-Duo - Handling Requests for Shipping Tokens/Fobs

This is a supported service.

• Customers will need to check devices and what they want their data transferred to (flash drive, hard drive, etc) into Repair for data transfers. 
  • Emphasize that they may be without the devices for several days.
• Direct them to bring in the computer's power cable/adapter.

Please confirm with Onsite before referring customers for data transfers.

Supported WiFi/Connection Cases:

• Trouble connecting to Wireless UWNet
  • First complete troubleshooting steps listed in UWNet - Troubleshooting.
• Trouble connecting to all wireless networks on a specific device

Unsupported WiFi/Connection Cases:

• Trouble connecting to home wireless networks or any router issues
  • Provide best effort support, and refer them to their Internet Service Provider if the issue persists.
• Printer connection issues 
  • Even if purchased at the tech store, Onsite will not be able to help troubleshoot personal printer issues. Please direct the user to the printer's manufacturer for further support.
  • Departmental printer cases should be referred to local IT or escalated with appropriate handling.

Troubleshoot as much as possible (using KB docs, online references, and HDQA suggestions) and verify with HDQA whether the customer can be referred to onsite. If yes, have the customer bring their computer and their power adapter in to the onsite Help Desk. In times of high activity, Onsite may only be able to offer the standard 15 minutes of assistance.