Computer support for institutes

If you have computer problems at your work station, you can get free support from us. We get to the bottom of your problem, solve it on the phone, or send a student assistant to support you at your work station.

Our services

With the personnel available, we try to cover the broadest possible spectrum of issue areas.

Supported services

• Installation operating system: Please bring your device to the Machine Hall.
• Hardware installation
• Installing drivers (e.g. printers)
• Solving software problems, e.g. with CIFS access, network, TSM, or other applications
• Emergency back-ups, e.g. if you can’t save data yourself due to a defect
• Clarification of warranty cases, e.g. hardware defects or software problems
• Help with problems from malware (viruses, Trojans, etc.) For this, you will need to bring your device to the workshop.

Non-supported services

• Transferring applications or data to another computer
• Repairs during the warranty period
• Repair of private hardware, even if it is used for business purposes
• Repairing or cleaning printers
• Solving more complex problems, e.g. setting up a local network
• Installation of applications, e.g. Office, VPN, or TSM Clients
• Configuring networks
• Setting up email accounts
• Set-up and removing hardware

How to

1. Clarify question of warranty
   If the problem is defective hardware, please clarify whether the device is still under warranty:
   
   • On University PCs or notebooks, there is usually a 3-year warranty. In this case, the distributor is responsible and the institute must therefore contact them.
   • Our PC support can help you, however, in clarifying whether it is a problem which falls under the warranty or whether it is a software problem.

2. Back-up
   Since we cannot be held liable for a loss of data, you should ensure that you back up your data. If this is no longer possible because of a defect, for example, you can ask our assistants to help. We cannot accept liability in this case, either.
3. Support request
   On the support form, please describe your problem as precisely as possible.
   We will make an effort to contact you on the same day. In rare cases, however, you may have to wait for several days.
4. Support
   A scientific assistant will contact you - usually by telephone - after your request has been received. The problem will be clarified and, if possible, solved on the phone. If no solution can be found on the telephone, we will discuss with you whether the device should be brought to the workshop or whether an assistant will come to you.

Attention: For devices which were opened by us, we are required to carry out an electric safety test. That is why devices must be brought to the workshop for hardware problems or for upgrades!