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Emergency Notification

Troubleshooting, Exchanges & Upgrades


If the equipment you are borrowing is defective, follow the steps below before starting the exchange process. 

1. Troubleshooting Tips

Lenovo Thinkpad 

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.

Verizon Jetpack  

Verizon Orbic Speed

If you need assistance with the hotspot, please refer to the following troubleshooting links: 

2. Submit an ITS Help Desk 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.

Step 1: Submit a Ticket 

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. 

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

Step 2: Discuss with an ITS Help Desk Member 

Once submitted, an ITS Help Desk member will get in touch with you as soon as possible. Please ensure you take note of the INC/ticket number you receive and the name of the member you spoke to. Please be prepared to provide the following information for the device: 


  • Model (located on the box) 
  • Barcode/Serial Number (located on the box) 
  • State Tag (located on the bottom of the laptop) 


  • Model (located on the box) 
  • IMEI/Serial Number (located on the info sheet) 
  • Hotspot Phone Number (located on the info sheet) 
  • Hotspot Username (located on the info sheet) 

3. Exchange Defective Equipment

If after completing all the provided steps and your equipment is still not working properly, you can start the exchange process to request a replacement. 

Step 1:  Submit the Exchange Equipment Form 

Complete the Cal State LA Technology Exchange form. Be prepared to provide the following information:  

  • Cal State LA Email Address  
  • Full Name 
  • CIN  
  • Telephone # 
  • Equipment being exchanged (Laptop/Hotspot or both) 
  • INC (ServiceNow Ticket Number) 

You will be prompted to log in with your student MyCalStateLA login credentials.  (Please do not use student work email addresses.)  Please provide us with a cell phone number so that we can contact you as needed for your appointment. 

Step 2:  Reserve Your Return Day/Time 

The Office of the Dean of Students will review your form and contact you for the follow-up steps to reserve your exchange appointment.  We will provide you with all of the necessary links after we've reviewed the information you have provided.  

If you need to contact us regarding this exchange, please email [email protected].

Step 3: Arrive on Campus  

Arrive on time for your appointment.          

  • Bring your Cal State LA ID or CIN. 
  • Wear a face covering and stay in your vehicle. 
  • Be sure to bring the loaned device, charger, user guides/manuals, and the box it came in. 

4. Upgrade Loaned Equipment

If you received equipment during the spring 2020 term, you are eligible to upgrade your equipment.  Please note, if you received equipment during the fall 2020 and spring 2021 terms, you have received the most updated equipment and are not eligible for an upgrade at this time. If you missed our June upgrade dates, please email [email protected] for more information.