In-House Repairs

ResNet provides a variety of services for students who live on campus at no additional cost. This includes:

• Malware removal
• Hard drive or RAM removal and installation (due to hardware failure or upgrades)
• Diagnosing operating system issues (e.g., runs slow, won't boot up)

These services require that a student check in their computer into our In-House Repair Facility. We aim for a turnaround time of 2–3 days, but services can take up to a week or, in rare cases, longer. This depends on the time of the year (beginning of each quarter is busy), the specific issue, and the complexity of the malware if the computer is infected.

What exactly is done in in-house?

Once a computer enters In-House, whether it has malware or not, certain steps must be taken to ensure the computer has reached acceptable security standards. If a computer does not have malware, we primarily troubleshoot the specific issue by running various hardware diagnostics. If a computer is infected, we provide thorough malware removal services that are tailored to the unique needs of the machine.

The time it takes to return a computer to its owner can vary, especially for machines infected with malware. In most cases, malicious software is programmed to reinstall itself after removal (it can install itself in several places on the system). We run multiple tests to ensure all malware threats are eliminated to protect users from future malware infections and so that it meets UC San Diego's Minimum Network Connection Standards (see exhibit B).

What about my data?

As students ourselves, we understand that your data is important. We will assist you in transferring your files to an external hard drive or USB stick so you can continue working on your schoolwork while we repair your computer. If you don't have an external drive, we can back up your documents and pictures to our servers, although space is limited. We cannot back up any copyrighted material on our servers.

We also respect your privacy. We do not access any files that are beyond that of what is essential to resolve the problem.

Are your technicians certified?

ResNet technicians are not certified. However, they are trained by staff that have years of experience in removing malware, diagnosing system issues, and performing common hardware-involved tasks (i.e., installing RAM or hard drive).

ResNet does not provide warranty-certified work or repair.