How to submit a computer or peripheral for repair

How to submit a computer or peripheral for repair

Document number: 39068

When the machine has experienced several unexplainable crashes, is unusually noisy, is physically damaged, has an undiagnosed problem or has a problem requiring technical expertise you may need to send the machine in for repair. The first step is to submit a NorthStar ticket giving as much detail as possible. If there is any possibility of correcting the problem without submitting the machine you will be contacted as to those steps first, so it helps to describe what you have already tried that didn't work. If you are not experiencing problems but simply want a rebuild (wipe the disk and start fresh) please see Eureka! document 75005 — How to request a rebuild of a computer.

Computer peripherals include:

Keyboard
Mouse
Monitor
Floppy disk drive
Network hub
Network dongle
CD ROM drive

To request a repair of a machine or computer peripheral, follow these steps:

Launch NorthStar and log in, if necessary. For more information about launching NorthStar, see document 70001 — How to create a ticket in NorthStar.
On the left side of the screen, click on the Log Service Ticket link.
On the contact screen, make sure the information is current and indicate how you would like to be contacted if there are any questions (the default is by phone, based on your internal phone number in the PeoplePeople Directory.)
Click Next.
Choose Other Service Request and click Next.
In the drop-down list next to "What type of problem are you having," choose Hardware.
Fill in your Operating System information and the method of connectivity.
In the Subject field, enter a brief statement of your problem.
In the Description field, enter your physical location so that it will be easier to ascertain where you should go for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem.
Click Finish.

You will be contacted as to when and where to take your computer or peripheral for repair. Generally, you will be contacted by someone from your local Field Ops or CMS group. Please be aware that except in case of extreme emergency, the repair may take up to a few days.

Be sure to back up your hard drive data. If available, use Connected TLM (Connected Backup) and let the technician to whom you bring your machine know that you have backed up your system using Connected TLM (Connected Backup). For more information about Connected TLM (Connected Backup), click here.