Support Guidelines

Weitzman School ITS provides support for Penn-owned computers. We can provide limited support for user-owned computers. Below please find a breakdown of what we do and do not support.

Things we do support:

• Installation issues and basic troubleshooting with software offered/provided to students, staff, and faculty
• Connecting to AirPennNet
• PennO365 email routing/related issues
• General printing issues
• Proper formatting of print files (within reason)
• A/V support for Weitzman School managed spaces (labs, studio space, B-level)
• Operating system issues (updating, maintenance)
• We will attempt to assist with student-owned machines in some instances, but we are not fully equipped to do so. In many cases, if there is not a quick or obvious solution, we recommend students consult with manufacturer support solutions (Dell Support, Lenovo Support) or a computer repair shop off-campus.

Things we do not support:

• Reinstalling of operating systems
• Installing of Boot Camp, Parallels, or other Windows boot/virtualization software on a Mac computer
• Virus/malware-related issues (we can advise on how to properly scan/clean machine)
• Specialized software issues beyond installation/licensing issues: users should reach out to instructors/classmates for guidance on specific software issues.
• Transferring or backing up of personal data (guidance only)
• Hardware support beyond a quick 5-10 minute troubleshooting
• Replacing laptop components or disassembling/assembling students' devices

If you are experiencing a hardware issue with your computer, and it is currently under warranty, please get the process started by submitting an online support request or by calling your vendor support help line. Here are links for the Dell support page and the Lenovo support page. Make sure that you take notes in your support request or call:

• Date the support request or call was submitted
• Name of the person you talked to
• Note the case number
• Describe what was discussed in the support request or call, and action item or resolution

All Dell and Lenovo workstation notebooks purchased through the Back-To-School Sale on Campus Express include:

• A three-year international warranty
• Next-business-day, at-your-home-or-office service
• Accidental damage coverage

These warranties provide 24-hour technical support from the manufacturer, which means you can get help whenever and where-ever you need it most –on campus, off campus, or around the world (pending vendor support, some countries do not have warranty support as the computer is purchased in the United States).

If you purchased your computer via Campus Express and set up a service request with Dell or Lenovo (or Apple) and do not get a repair completed to your satisfaction, Weitzman IT Services can intervene on your behalf with the manufacturer, pending your warranty status and availability. Please contact us via email (ithelp@design.upenn.edu) with all related information like case number, status of the machine, and so on.

Located on the Ground Floor of Van Pelt Library (G102), the Tech Center, formerly the CRC, provides assistance to Penn users with technical issues. Student Support Specialists are available to provide general computing support to students living off-campus, in Sansom Place East and West, and Greek houses. Specialists can also assist all users of the Penn Library with library technology issues. For more information about hours and services, please see the Penn Tech Center website.

It is important that you regularly do maintenance on your computer.  Below are some tasks that will help optimize the performance of your computer:

• Update your computer! – This one cannot be stressed enough – both hardware and Windows OS updates are released on a regular basis. Run Windows updates from the Windows Update client, and run hardware updates through vendor software like Dell Command Update or Lenovo System Update.
• Regularly back up your data – You never know when a hard drive might fail, and even solid state drives have the chance of failing, or an operating system might become corrupted, etc. Services like OneDrive, Box, Dropbox, are recommended.
• Keep an updated antivirus program at all times – Viruses are still common, and with new sophisticated phishing schemes, newer antivirus also blocks common malware and bloatware that can leak your personal information to spammers. Sophos is free to all UPenn students. Regular virus-scans are critical to preventing data breaching/software issues.
• Keep your computer properly cooled – Having proper ventilation is related to keeping it dust-free and maintaining good battery health: extreme heat is bad for internal components, including the lithium battery. Invest in a laptop riser/cooler if you’re using a laptop on clothing or a poorly ventilated surface/room.
• Clean dust out of your computer – This is more for desktop users, however a laptop can get caked in dust over its ventilation ports. Regular dusting will help keep the hardware from overheating and ensure your PC is venting excess heat out properly.

• Keep your passwords strong, and keep them in your head (as much as possible)
• Don’t open it – you don’t know where it’s been…
• Get anti-virus software.  Use it. Keep it up-to-date
• If you can’t trust the source you’re downloading from, you can’t trust the file.
• Don’t leave a computer you’re logged into unattended or unprotected.
• Data on paper is the same as data on the screen
• Your operating system needs to live and breathe.  Don’t let it get stale.
• Don’t use it?  Lose it.
• Watch out for those “Social Engineers”.
• Scanning is a two-way street.