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Limited Troubleshooting Support for Personal Devices

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This document outlines how the help desk should handle issues regarding supporting personal hardware.

All support tickets for personal hardware will need to be created and supported by the help desk. Limited support will be provided by completing basic troubleshooting and diagnostics.

This includes:

  • Laptops and Desktops
  • iMacs and MacBooks
  • Docking Stations, Monitors, and Peripherals
  • Mobile phones and Tablets

Note

The help desk should communicate directly to the users that limited support can be provided for personally owned devices, the Help Desk will assist by providing the below troubleshooting steps. Escalation of the request to Computing Services can be performed. If additional support is needed Computing Services will direct the user to contact their hardware manufacturer for additional support directly if needed.

The following basic troubleshooting steps can and should be performed when any of the above hardware is having issues:

  • The device should be power cycled and/or rebooted to ensure all device resources have been refreshed.
  • If the machine or device is frozen locate and hold the power button for a minimum of 60 seconds until the device has powered down and then have the user power on the device and attempt to use the equipment.
  • The help desk can check and confirm if any updates have recently been loaded on the workstation that may be pending a machine reboot to complete the installation.

The following should not be performed on any personal machines:

  • Upgrading or downgrading of any Microsoft or Apple operating system.
  • Removing and/or reinstalling any licensed software such as but not limited to Microsoft Office, Microsoft Visio, Microsoft Project, Adobe Creative Cloud, etc.
  • Other software such as antivirus, games, or manufacturer-issued diagnostic utilities.

Regarding the troubleshooting of issues related to personal docking stations, monitors, peripherals, mobile phones and tablets. The basic functions of unplugging the power cable and/or power cycling the equipment will be the acceptable troubleshooting necessary.

We do not want to perform any updates for devices operating systems such as mobile phones or tablets. The steps involved in completing these kinds of updates require a more extensive timeframe to be available to successfully be completed.

If you have any questions or require additional information, please contact the FDU Director of Computing Services Peter Mannarino via email p.mannarino@fdu.edu

Vendor Support Contact Links

Apple

Dell

HP

Microsoft

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See also

Software Request Guidelines for University Computers and Computer Labs
Mobile Communications Device Policy
Computer Tips, Tricks, and Recommendations
Purchasing Lenovo PC and Apple MacBook Pro Laptop Accessories
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Operating System Support Lifecycle

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Fairleigh Dickinson University’s Acceptable Use Policy for Computer Usage states, “All computers and mobile devices accessing any FDU resource must run an operating system and configuration that is supported by its vendor with regard to security patches and updates.”

Acceptable Use Policy for Computer Usage

This guide defines the lifecycle of our support for different operating systems.

Note

Apple does not publish official End of Life dates, but typically provides security updates for the current release of macOS, as well as the previous two releases.

Support Status Descriptions

Active (Default) This platform is supported by FDU Computer Services & University Systems and Networking and new machines will be built with this platform unless otherwise requested.
Active This platform is supported by FDU Computer Services & University Systems and Networking and will be installed on request.
Containment This platform is currently supported by FDU Computer Services & University Systems and Networking but no new machines will be built with this platform. Platforms in containment will receive security updates and patches for the FDU supported software components. FDU Computer Services & University Systems and Networking Facilities will not provide new software or major revisions to existing software for these platforms.
Phasing Out FDU Computer Services & University Systems and Networking is actively working to migrate assets away from this platform. Platforms go in to this status automatically 6 months before the FDU End of Support Date. Platforms may be placed in this status before that time.
EOL This platform is no longer supported by FDU Computer Services & University Systems and Networking. Software support will be dropped from any asset running this platform. Other levels of support may be dropped as circumstances warrant. A valid reason is required to maintain an asset running this platform past the End of FDU Support date. All exceptions must be logged and periodically reviewed.

Supported Operating Systems

OS Family Operating System Latest Release FDU Support Status Vendor Release Date Start of FDU Support End of FDU Support Latest Vendor EOL Date
Windows Desktop Windows 11 23H2 Active (Default) Oct-2023 Jul-2024 Oct-2026 Nov-2026
22H2 Phasing Out Sep-2022 Jul-2023 Jul-2024 Oct-2025
Windows 10 22H2 Containment Oct-2022 Dec-2022 May-2025 Oct-2025
21H2 Phasing Out Nov-2021 Jan-2022 May-2024 Jun-2024
Apple
Devices		 macOS Sonoma 14 Active (Default) Sep-2023 Nov-2023 Jun-2026 ~2026
macOS Ventura 13 Containment Oct-2022 Dec-2022 Jun-2025 ~2025
macOS Monterey 12 Phasing Out Oct-2021 Dec-2021 Jun-2024 ~2024

Latest Release

The latest release for desktop operating systems includes all minor and incremental updates.

End of Life

Any operating system not listed above is considered EOL (End of Life) and will not be supported. Examples of EOL Operating Systems include:

Windows: 95,98, XP, ME, VISTA, 7 & 8
macOS: Yosemite, El Capitan, Sierra, High Sierra, Mojave, Catalina, & Big Sur

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See also

What is Opus?
FDU Jamf Connect Login and Credential Sync 
Distribution Group / Shared Mailbox Request Form
MathWorks MatLab
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SAMI Support Public Request Form

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The SAMI Support portal requires a valid NetID and password, along with DUO multi-factor authentication, for access. Upon entry, users can create new tickets, review open or closed requests, and explore the IT Knowledgebase for solutions to common issues. Access the support portal using the button below:

SAMI Support Portal

If you need to open a request and cannot access SAMI Support for any of the reasons below, please complete this request form to contact the Fairleigh Dickinson University Technical Assistance Center (UTAC). A member of the IT support team will assist you via phone call or email.

  • I do not have a valid University issued NetID
  • I am not able to authenticate through DUO
  • I have not set up my DUO account
  • I am a vendor without a University issued NetID
  • I am an admitted student
  • I am a newly hired employee or adjunct
  • My FDU account is locked
  • I need my Net ID password reset and have already attempted to do that through identity.fdu.edu

Tip

The form below is not compatible with Dark Mode. For an optimal experience, disable Dark Mode either in your device’s system settings or directly from the FDU IT website menu bar.

SAMI Support Public Request

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See also

Ellucian COLLEAGUE Password Information
How to Reserve a Computer Lab
Create a NetID via Identity.fdu.edu
Distribution Group / Shared Mailbox Request Form
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Software Request Guidelines for University Computers and Computer Labs

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Departments wishing to obtain software, whether it is for use by the department or to be installed in the FDU computer labs and/or FDU Anywhere, should plan appropriately to provide adequate time to acquire the software and make it available to users.

The following steps should be used as a guide when planning to obtain software for instructional or business use:

Tip

Plan a minimum of 3 weeks for a contract review before a PO can be processed. See contract review requirements and order process by visiting the link at the bottom of the page.

  1. Selection of product
  2. Creation of Purchase Order (PO) and approval by department/dean/chair
  3. Technology review and approval by OIRT
  4. New vendor processing, if necessary
  5. Contract review
  6. Software purchase and delivery to FDU
  7. Software preparation. Plan up to 60 days to allow for items such as:
    • Creating configurations for FDU’s needs and environment
    • Setting up license servers or other required systems
    • Integration with other systems (e.g., Single Sign On)
    • Testing mass deployment (if for the computer labs)
    • Integration with FDU Anywhere (if needed) assuming the software is licensed and approved for VDI enviroment
  8. Testing and confirmation of proper functionality by the requestor (instructor)
  9. Final installation on computers

Note

Even if the software has no cost to FDU, per the Office of the General Counsel and the Contract Review Policy, if the software requires you to agree to terms and conditions, it’s an agreement that must be reviewed

Please begin by completing the Computing Services > Lab Reservation & Lab Software Request (Faculty & Staff NJ Only)

SAMI Forms

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See also

Computing Services Computer Labs
Operating System Support Lifecycle
On-Campus Printing
Installing Adobe XD
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