Unfortunately, during this time of the Covid-19 CoronaVirus Health Crisis, for the safety of everyone, the Laptop Support Center will not be taking any appointments, or walk-ins.
If you have a software issue, or experiencing software errors, please fill out the IT Remote Software Support Request Form. You will need to have internet access in order for us to properly assist you.
Once your repair is completed, we will contact you and let you know how we will be returning the laptop back to you. You can inquire about the status by sending an email from your SJU email to [email protected]
Please see the following document on How do I connect to the internet?
For everyone's safety amidst the Nationwide Covid-19 CoronaVirus Health Crisis, labs will be closed for deep cleaning, per President Gempesaw's recommendation.
Unfortunately, if you are a student and did not opt-in to the Academic Computing Initiative Laptop Program, we are unable to opt you in at this time.
If you are a faculty member or an employee in need of a laptop to work from home, please request a laptop through your department chair. They will have to submit a Hardware Request Form located here.
If you have a technology question, or are experiencing any issues that you need assistance with, please fill out:
IT Remote Software Support Request Form
These questions pertain to students who opted in to the Academic Computing Initiative during Spring 2020 and prior.
All students that participate in the Academic Computing Initiative are charged a Laptop Usage Fee each semester until they graduate from a Bachelor’s degree program. While an active student, this fee covers the on-site support services, and a 4-year extended Manufacturer’s warranty.
Once you have received your laptop, you cannot request a change in model.
The only reason you would be able to opt-out of the ACI once you are enrolled in it, is if you leave the University. You are obligated to fulfill the terms and conditions of the Academic Computing Initiative.
If you believe that you have a special circumstance in which you would like to be withdrawn from the program without withdrawing from the University, please contact [email protected]
The Laptop is property of the University until a student is marked graduated from an SJU Bachelor's program. All students are required to be registered for classes and satisfy their financial obligations in order to maintain use of the University laptop. If you leave the University, or just take a semester off, you are required to return the laptop via one of the following methods below. Once registered for classes again, you may apply for to have a laptop reassigned to you.
Simply visit one of our on-site support centers located on Queens and Staten Island Campus.
St. John's University
Attention: Laptop Support Center
8000 Utopia Parkway
Jamaica, NY 11439
Be sure to include any cables or adapters that were given with the laptop. Send the laptop with a note inside that states that you are leaving the University. It must contain your name, ID number, and contact number where you can be reached, in the event of any questions. Please send the laptop packaged securely with tracking information in order to confirm receipt of your package.
If you do not return the laptop, the University will place a non-return fine of $800, and a hold will be placed on your account pending the return of the laptop. This fee is not a buyout option, you must return the laptop to the University. Once you do the fee will be reversed. If any interest fees accrued prior to returning the laptop, you will be held accountable for those fees when the non-return fee is reversed.
Please see the ACI portion of our Computer Network Use Policy.
Please be sure to include a note stating your name, ID number, what is wrong with the laptop, and a contact number where you can be reached.
Do not mail your laptop with any personally purchased special case on the laptop.
Lenovo: Please call 1-800-426-7378
Apple: You can visit any local Apple Stores for assistance with manufacturer defects only. For any accidental damage you will need to visit the on campus support center. Find a local Apple Store.
Microsoft: Please call 1-877-696-7786 or visit a local Microsoft Center. Find a store near you.
All of the laptops that are provided through the ACI Program are covered for 4 years of manufacturer defects, as well as 4 years of accidental damage protection. This covers any accidental spill, drops, and structural failures incurred under normal operating conditions or handling.
The terms and conditions of all warranties and insurances dictate that claims must be initiated within 14 days of incident for damages. Damages to a laptop can worsen over long periods of time, and eventually cause damage to other parts of the laptop. Initiating a claim more than 14 days after the date of incident of damages can be a cause to nullify the warranty and insurance, causing your claims to be denied by the manufacturer or insurance company.
What is NOT covered is any cosmetic damage (such as scratches and dents), damage due to fire, or damage due to negligence or inappropriate use.
• The Type Cover Keyboard and the stylus pen for the MS Surface Pro have a 1 year limited warranty and are not covered under the accidental damage protection.
• Batteries on all models have a limited 1 year warranty, and are not covered under the accidental damage protection.
• AC Adapters on all models have a 1 year limited warranty for defects, and are not covered under the accidental damage protection if it has physical damage.
• Type covers, batteries, ac adapters and the stylus pens are available to purchase at the campus book store, as well as the Microsoft Store and Apple Store.
• Repairs NOT covered under Insurance: Cosmetic damage, damage due to fire, negligence or inappropriate use. If the laptop is in need of any repairs due to the items listed above, you will be responsible for the full cost of the repair.
• When deemed necessary, students are only eligible for two replacements throughout the course of the entire program prior to graduating with a bachelor's degree.
Software that came on the ACI laptops are supported, and can be reinstalled at one of the on-campus support centers. However, we do not provide data recovery, or specialized software installation. Users are responsible to back up their own data on a consistent basis.
In the event of a theft, you must report the incident to a Law Enforcement Agency within 10 days. The report must include the make, model, and serial number of the stolen property. A copy of the report must be submitted to the University's Public Safety Office within 20 days. You will be charged a stolen fee of $400 for the first stolen machine and $1000 for the second stolen machine. Once that fee is paid you may receive a refurbished functionally equivalent replacement laptop (same model as the one reported stolen).
Steps to take:
A fee of $400 for the first loss and $1000 for the second loss will be placed on your account. Once the lost fee is paid you will received a refurbished functionally equivalent replacement laptop of the same model that was reported lost.
Steps to take:
Yes, as long as you remain consistently registered as a SJU student you may keep the laptop to use over the Summer and Winter breaks.
Upon graduation from St. John’s University with a Bachelor’s Degree, ownership of the laptop is transferred to the student, and is no longer eligible for support from SJU, even if you are continuing to take courses as a graduate level student. Please see the ACI portion of our Computer Network Use Policy.
The University will be able to issue you the same model that you had when you returned your laptop. Students are eligible to pick their laptop up once they are registered for a minimum of 12 credits, or have a letter from the dean that stating that your last semester is less than 12 credits. If you did not come to pick it up during that time, or did not re-register for classes, a student will have 6 months from the date that their degree is conferred in order to pick up a laptop. After 6 months past the date of degree conferral, you will no longer be eligible to be re-issued a replacement laptop.
Once a student graduates with their Bachelor’s degree, ownership of the laptop is transferred to the student. Unfortunately, you are no longer eligible for service. This includes students that are in dual-enrollment / combined degree programs. If you need a BIOS or Firmware passwords for the laptop for support purposes, please email: [email protected]