Frequently Asked Questions (FAQ)

The YSM Technology support team (a Tier 2 support service) provides limited support for Yale unmanaged and personally owned computers and devices.

We provide “over the shoulder” advice on system configurations and possible hardware malfunctions.  We can also provide guidance on software installations and software configurations.

We do not provide any support that requires local administrative privileges, system configurations, registry edits, BIOS configurations, or any firmware/software updates.  We will not install, modify, or repair any operating systems on unmanaged and personally owned computers. 

If you currently have an unmanaged computer, we can re-image it as a managed computer, and with full admin access.

For virus or malware concerns please reach out to Yale’s Information Security security@yale.edu office for guidance.

If you do need additional support for your personal computer, you have several Tier 1 support options that provide varying levels of personal computer and device support.  The Yale Helpdesk (203) 432-9000 will assist you with trouble shooting personal computer issues.  You can also bring your personal computer and devices to any of the support centers on campus. 

The Technology Support Service Center located in the Medical Library will provide advice on what might be wrong with the computer or device and point you to resources to have it repaired.   This center also provides loaner laptops while your device is being repaired, if your Yale work is blocked because you do not have an alternate device to use. 

The Bass Library is more geared to student support through the Student Technology Collaborative team.  If you are a student, the Bass Library service center can assist you with repairing your personal devices.    

 

Do we perform work at locations that are off campus? 

Due to insurance and liability restrictions, we do not perform AV or IT support at non-Yale work locations.  For AV support, we can put you in touch with vendors that can provide AV support for your event. 

If you need IT support and are located at a non-Yale location, you can call the Yale IT Helpdesk (203) 432-9000, or come to the Technology Support Service Center located in the Medical Library. 

I work from home; do I receive AV or IT support at my home? 

Due to insurance and liability limitations, we do not enter individual homes.  However, you can bring your Yale equipment to your campus work location or to the Technology Support Service Center located in the Medical Library.  https://its.yale.edu/walk-centers

Can I buy my Yale computer? 

In short no, with some very specific exceptions. 

This YSM policy outlines this policy and its reasons.  If you have more detailed questions regarding this policy, please speak to your business office.

Please note: Technology support staff cannot determine IT or AV equipment market value.

Should I e-mail the AV or IT tech directly to get support? 

We ask that you do not message an IT or AV tech directly. Instead, please call the Yale helpdesk (203) 432-9000 or click the following link to Request a Service online.

If you e-mail the AV or IT tech directly, they will respond with the following message: 

“Thank you for your request, IT and AV staff do not schedule or coordinate their work via e-mail.  We ask that you initiate a support request either by calling the Yale Helpdesk at (203) 432-9000 or by clicking on the Request a Service link. Generating a support request via these options will result in an overall quicker response.”

I am supposed to receive a new or replacement computer – how do I get it?

If you need a new or replacement device, please reach out to your local business office.  They will initiate the process including coordinating the type of device and where it is delivered to you.  Once you receive the computer or device, plug it in, turn it on, and follow the activation prompts on the screen.   If you run into issues, you can reach out to the Yale IT Helpdesk at (203)432-9000 for guidance.  If additional IT support is needed, they will create a ticket for you and someone from the IT support team will contact you. 

I need a printer for my office or department what should I do?

Printers should be acquired through YPPS.  They will assist you in specifying and choosing a printer that is right for your need AND can be setup on the Yale network.  We DO NOT recommend you directly buy a printer as we will likely have issues setting it up and getting it to work over the Yale network.

My Yale work location is not on the main Yale campus, what are my AV and IT support options? 

Here are additional Desktop IT Support options available to you.

If you are at Yale’s West Campus:  

  • Call the Yale IT Helpdesk at (203) 432-9000 or use the Request a Service link.

  • Your support request will be automatically routed to the West Campus Desktop IT Support team.

  • Anyone at Yale with an active NetID can use the  Technology Support Service Center by walkup or by scheduling an appointment. The TSSC is located in the Yale Medical Library. 

If you are at the VA center or the VA Annex:

  • Call the Yale IT Helpdesk at (203) 432-9000 or use the Request a Service link.

  • Your support request will be automatically routed to the YSM VA Support Technician

  • Anyone at Yale with an active NetID can use the  Technology Support Service Center by walkup or by scheduling an appointment. The TSSC is located in the Yale Medical Library. 

If you are at a remote clinical/research location:

  • Your support request will be automatically routed to the a YSM Support Technician

  • Anyone at Yale with an active NetID can use the  Technology Support Service Center by walkup or by scheduling an appointment. The TSSC is located in the Yale Medical Library. 

  • We offer an emergency service option where a YSM IT Desktop Support Tech will physically come to a remote Yale work location.  There is a fee for this service which requires prior authorization from your department. 

Locations that currently fall under this remote clinical location support are:

Boston Post Rd, 800 Bldg. 3

Main St, 2874

Smilow Cancer Hosp, Trumbull

Circular Ave, 95-97

 Peck St, 315 - Erector Square

Smilow Cancer Hosp, Waterbury

Devine St, 4a - NEMG

SRC Private Pavilion

Smilow Cancer Hosp, Westerly

East Main St, 322

SRC Medical Office Bldg.

Smilow Field Center

Kings Highway Cutoff, 75

Kings Highway North, 125

SRC Main Bldg.

Holly Hill Lane, 55

Smilow Cancer Hosp, Derby 

St Francis Hosp Cancer Ctr

Long Ridge Rd, 260

Smilow Cancer Hosp, L+M 

Straits Tpke, 1625

Long Wharf Dr, 1

Smilow Cancer Hosp, North Haven

 Bridgeport Hospital

If you have an off campus in Connecticut, outside of Connecticut, or outside of the USA location: 

  • Call the Yale IT Helpdesk at (203) 432-9000 or use the Request a Service link.
     
  • If needed the Yale Desktop IT Support team can resolve issues via remote IT support through the sharing of your desktop.  This requires an escalation from the Yale IT Helpdesk team.
     
  • Anyone at Yale with an active NetID can use the  Technology Support Service Center by walkup or by scheduling an appointment. The TSSC is located in the Yale Medical Library.