Device Repair

Device Repair

Repair Instructions, Ticketing, & More

Warranty

All of our devices have a one year service warranty. If a device comes to you and it has not been physically damaged, be sure to check the purchase date before troubleshooting. If the purchase date is within one year of today's date, submit a ticket to TSC saying the device needs to go in for Warranty Repair.

TID Purchase Date

Asset Toolbox Purchase Date

Laptops

We never perform hardware repairs on laptops at school. After basic troubleshooting, please submit support tickets. A common troubleshooting step for our laptops is Reimaging, best done by hardwiring the laptop to an on-campus ethernet port.

PXE Reimage

Reimaging

Click either box for instructions.

Reimage Fail? Use the PXE Reimage.

Did you know?

Our laptops go into "sleep mode" when they close, they do not shut down. Make sure to "Shut down" or "Restart" devices in the Start Menu!

On Campus Repair

There are a few Chromebook repairs that are required on campus, listed below. If you feel inclined, there are additional repairs we support learning on campus, and a few we reserve for TSC alone.

HP Fortis G10

Dell 3100 & Dell 3110

- Display (Screen) - Trackpad- Headphone Jack Extraction

- Display (Screen) - Keyboard - Headphone Jack Extraction

HP G9

- Display (Screen) - Keyboard - Headphone Jack Extraction

On Campus Repair

When a Chromebook in need of repair is first presented, there are a few troubleshooting steps to begin with:

Protect yourself. We love students, but Chromebooks are gross. Feel free to grab gloves and/or sanitizer wipe the whole device before you begin troubleshooting.

As you do your cursory once over, an important question must be asked, does this device need to be replaced with a loaner immediately or can they wait for a quick fix?This will change depending on the repair situation and your school. If you can see it is a bad hardware break, if it is testing season, or if your students are in the middle of a major project - you may need to immediately assign another device.

Class Sets

1:1 Assigned

Hover over me for more info

On Campus Repair

Hardware or Software? If an obvious repair needs to be performed, skip to step 4 . Common settings errors are listed in the Accessibility and Settings Guide. Software still stuck? Esc + + Power at the same button. These 3 buttons are the key to Chromebooks.

Often refered to as a "Hard Reset" these 3 buttons wipe all local settings from a Chromebook. All Chromebooks are cloud based and the only things this will lose for a device are things students have saved to their downloads folder, which they shouldn't be using anyway. You can "Ctrl + D" and not perform a full OS reinstall.

Accessibility and Settings Guide

ChromebookOS Recovery

Hardware repair is model specific. Unsure of the model you are working with? Check the base enclosure, TID, or Asset Toolbox. Click each part to learn about repairing it.

HP G9

Dell 3100 & Dell 3110

HP Fortis G10

- Display (Screen)

- Display (Screen)

- Display (Screen)

- Keyboard

- Trackpad

- Keyboard

- Headphone Jack Extraction

- Headphone Jack Extraction

- Headphone Jack Extraction

On Campus Repair

But not everything is a repair. Chromebooks are student devices, and cosmetic damage happens. Hover over each topic to learn next steps.

Chromebook has paint, marker, stickers, or other markings

Rubber bumpers peeling off

Chromebook isscratched or dented

Bezel is cracked or broken

Hinge Cover Missing

(HP G9 only)

Repair more than what we require? Stuck on troubleshooting?TSC is here as your backup. Submit a ticket in TID, including all of your troubleshooting steps, and they will give you next steps.

Extra Repairs

For those who are comfortable with Chromebook repair, there are additional repairs supported by TSC at the school level. Click each part to learn about repairing it.

Dell 3100 & Dell 3110

HP Fortis G10

HP G9

- Trackpad

- Camera

- Trackpad

- Screenwire

Submitting Tickets

Ticket submission for devices has been integrated into TID from an asset detail page.

Click "+ Ticket" to get started.

Your name will automatically fill.

There is no need to add a second contact. Please do not add a student name.

Add a brief subject about the necessary repair.

The asset tag will automatically be filled out.

If the device was Checked Out to someone, this will autofill.

Send Ticket to TSC

School Resolved Ticket

When sending tickets to TSC, provide as much detail as possible, including every troubleshooting step you have taken for quick responses and escalation.

Every screen you replace, every hard reset, every headphone jack you extract from is a ticket TSC does not have to handle, a Chromebook that does not need to be shipped. We want to give you credit for them all. Submit a School Resolved Ticket for each fix to a device and get credit for all the amazing work you do!

Unrepairable

A few defects immediately deem a device "Unrepairable"

Water Damage - if devices are exposed to more than a few drops of water - they are immediately considered unrepairable. Please submit a ticket to TSC with the asset tag. Do not scavenge parts from these devices as they are fire hazards.

Biohazard - if devices are exposed to biozardous materials (blood, vomit, urine, etc) - they are immediately considered unrepairable. Please submit a ticket to TSC with the asset tag. Do not send these devices to TSC. Do not scavenge parts from these devices, please throw the device in the trash, do not let them sit in storage for months.

TSC may also deem a device unrepairable while it is still on campus.

The more thorough your troubleshooting notes in your submitted tickets, the more likely a device may be deemed unrepairable.

Will Not Power On

This Chromebook will not turn on

Will Not Power On

Tried both power ports, tried multiple power adapters, tried Hard Reset, left plugged in over night, let alone for 3 days, plugged in overnight again

Devices that have deemed unrepairable by TSC (and are safe to do so) may be scavenged from. If the battery is the problem (like above, the screen, screen wire, bezel, keyboard, trackpad, and some screws

could all be scavenged.Always leave the battery, the motherboard, and the top & bottom enclosures.

Shipping

To manage your open tickets, visit NHA Help on myNHA.com.

Selecting "View My Tickets" will open all your open tickets.

Each ticket can be selected, and if TSC has approved it for shipping, a label will be attached on the right column.

Shipping

To manage your open tickets, visit NHA Help on myNHA.com.

DO NOT send devices to TSC unless they have a shipping label

Selecting "View My Tickets" will open all your open tickets.

Each ticket can be selected, and if TSC has approved it for shipping, a label will be attached on the right column.

Shipping

Print the shipping label and attach it to an approved shipping box.

Approved boxes include: - Original boxes from Dell/HP with inserts - Purchased white foam-packed boxes for mutliple device shipping.

Do Not Ship Devices in Random Boxes.

Have 3 devices that all have shipping labels?- Place them in a white shipping box with provided padding and send them under one label.

Need Boxes?- Ask TSC or order through the Oracle Technology Catalog.

Parts Ordering

To order replacement parts for Chromebooks, visit NHA Help.

Visit the Technology tile. Then the Chromebook Parts Request tile.

Submit one Parts Request per model. You only need to submit as many tickets as have models in your school.

LCD Displays (Screens) are the only universal part,everything else is model specific.Checked TID for which models are in your school and order your parts stock based on that.

G 10 Display

G 10 Trackpad

G 10 Headphone Jack Extraction

G9 Display

G9 Keyboard

G9 Headphone Jack Extraction

Dell Display

Dell Keyboard

Dell Headphone Jack Extraction

Yes, this is the HP video. Same process, different case.

HP Trackpad

HP Screenwire

Dell Trackpad

G10 Camera

Questions?

Contact

Jennie FischerEducation Technology Team Lead jfischer2@nhaschools.com

Why include all your steps?

If you submit a ticket saying, "This Chromebook won't turn on." TSC may respond with, "Have you tried turning it on? Plugging it in?"And it becomes a conversation with several messages back and forth.

If you originally submit, "This Chromebook won't turn on. I have: - Held the power button, tried a hard reset- Tried multiple power cords, tried both power ports - Left it plugged in overnight, left it unplugged for 3 days then plugged it in overnight again"You are much more likely to be sent to the Hardware team right away, and when Hardware gets your device, you save them time as well - and we appreciate a happy Hardware Team