Troubleshooting, Exchanges & Upgrades

If the equipment you are borrowing is not functioning as intended or is defective in any way, please follow the steps below to initiate a potential exchange process. 

Step 1: Troubleshooting

Before contacting ITS or the technology loan program, please locate your equipment type below to access and complete the troubleshooting tips.

Please visit this website to find more information about downloading software: Loaner Laptop Guides and Setup. If you require additional assistance, please contact the IT HelpDesk at 323-343-6170 or email [email protected]. If you are experiencing technical difficulties with the loaned laptop, please review the steps to submit a ServiceNow ticket.

Please call 877-218-1190 (AppleCare Enterprise Support) for any Apple product support including iPad (hardware and software) for free. Be prepared to provide iPad serial number at the back of the device and Campus Pin #3465.

AppleCare will not be able to repair or replace any damaged iPad, pencil, or keyboard after diagnostics. Please contact IT HelpDesk or submit ServiceNow ticket to report the issue and provide serial number, state tag, and description of the damage. Campus IT Support will review the ticket and will contact you for the next step.

Please note that damaged iPads in need of repair may take up to 10 business days or more for repair with the ITS team.  While your damaged iPad is being repaired, due to our current inventory, no immediate replacement will be made.  Damaged iPads will only be replaced after all repair attempts have been made and at the discretion of the IT HelpDesk and Dean of Students office.

Step 2: Submit a Service Ticket

If you were unable to resolve the technical issue using the troubleshooting tips, submit a ServiceNow ticket to report the issue to ITS. 

*Please note that if the IT Help Desk is unable to solve the issue, you may need to exchange the device for a new one.

Students may access ServiceNow by going to ServiceNow and logging in with your MyCalStateLA ID account.  

  • On the homepage, click on Can We Help You?, then click on Report an Incident.   

  • Complete all fields with a red * and click Submit. Please be sure that you are as detailed as possible when describing the issue and the following information must be included for each device: 

  • Laptops: 
    • Barcode/Serial Number (located on the box provided) 
    • State Tag (located on the bottom of the laptop) 
  • Hotspots: 
    • IMEI/Serial Number (located on the box provided) 
    • Hotspot Phone Number (located on the box provided) 
  • iPads:
    • Barcode/Serial Number (located on the back of the device) 
    • State Tag (located on the back of the device)

For a more detailed user guide on ServiceNow, please visit: ServiceNow: User Guide (PDF) 

The Office of the Dean of Students will communicate with the ITS HelpDesk to review the ServiceNow ticket based on the information you provided.  We will provide you with information on the additional next steps for you to take. Your ticket will be addressed in the order in which they were received and may require additional processing time based on the volume of total tickets received.  We appreciate your patience and will address each ticket as soon as possible.  

If the ITS Help Desk is unable to solve the issue with your equipment, the Office of the Dean of Students will facilitate an exchange of the device for a new one.  We will contact you directly for that exchange and what steps you will need to take.  Please note that exchanged equipment will be based on existing equipment availability. 

If you need to contact us regarding your ServiceNow ticket, please email [email protected] and provide us with your Incident Report Number (INC) associated with your ticket.

You can find the serial number at the bottom of your Lenovo laptop.

Bottom of a laptop, an area on the bottom right corner is highlighted indicating this is where the serial number and type number can be found.

Find the serial number for you iPad Pro, iPad, or iPod Touch on the back of the device. On an iPad (WiFi + cellular model), you'll also find the IMEI.

Back view of an iPad and a iPod Touch.