Overview

This article explains the standard process for reporting broken or malfunctioning devices, troubleshooting issues, and requesting replacement devices for students and staff. It also outlines how replacement requests are handled based on a student’s state and how charges may apply when damage is confirmed.

Device Issue Reporting Process

Step 1: Device is reported broken

1. A student or staff member reports a broken or malfunctioning device.

2. Submitting the report automatically creates a Break/Fix ticket in the ticketing system.

The ticket should include (when available):

• Description of the issue

• Device type and asset information (asset tag/serial number)

• Photos or proof of damage (if applicable)

Step 2: Troubleshooting evaluation

IT reviews the Break/Fix ticket and determines whether troubleshooting should be attempted.

Troubleshooting eligible
If the issue appears to be software-related or minor hardware-related, IT will attempt troubleshooting. This may include:

• Remote support

• Software resets

• Configuration fixes

• Basic hardware checks

Troubleshooting not eligible
If the device is clearly broken beyond repair based on visible damage or submitted proof, troubleshooting may be skipped.

Examples:

• Cracked screen

• Water/liquid damage

• Physically broken components

• Device will not power on due to damage

Student device replacement process

Step 1: Device Replacement Request Form

The student will be instructed to complete the Device Replacement Request Form.
The first question on the form asks:

• “Which state do you attend school in?”

Step 2: State-based form routing

Based on the student’s selected state:

• The system routes the request to the correct state-specific form/process

• Policies, processing steps, and timelines may vary by state

• This ensures alignment with state requirements and procedures

Step 3: Review and fulfillment

1. IT reviews the submitted request.

2. If approved:

   • A replacement device is issued based on availability and policy

   • The original device must be returned as instructed

Staff device replacement process

Staff follow the same Break/Fix ticket process:

1. Report the issue

2. Break/Fix ticket is created

3. Troubleshooting is attempted when applicable

If replacement is required:

• IT coordinates the replacement directly with the staff member

• Staff will be provided instructions for return/exchange of the original device