Service Request Ticket

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CONTACT	Name	Burgeson, Lori	Date	Dec 31, 2014 07:47 AM
	Department	University Computing Solutions	Phone	88955
	Location		Email	burgesonl@wou.edu

SR INFO	Type		WOU #
	Priority		Equipment Type
	Status		Flagged
	Description	characters left

Laptop	Edit WOU #	20140358 (opens in a new window)	Bldg/Room	OFF PDR
	Service Tag		Description	Apple MacBook Pro 13-inch #Z0MT002AG
	Serial No.	C1MP305ADV30	Location	PDR
	CPU	Intel Core i7(2.9GHz dual-core, 4MB L3 cache)
	OS	MAC OS X 10.14 (Mojave)	Software	MS Office 2011 Std for MAC from P0096004, SPSS Statistics Premium Faculty Pack from P0102741 til NOV-30-2017(Statistics24 in NOV2016) see T:\Spss\SPSS2x_TRI TERM licensesStatisticsPremFacPack
	Wired NIC	AC:87:A3:23:65:20
	Wireless NIC	24:A0:74:EA:D3:8A
	Bluetooth NIC	24:A0:74:EA:D3:8B

TECHS	Submitted by	Lori Burgeson	Contact	burgesonl@wou.edu	88955
	Primary Technician		Contact	burgesonl@wou.edu	88955

Tracking

Entered by	Date	Memo
Lori Burgeson			Email Public
Entered by	Date	Memo
Lori Burgeson	Feb 16, 2015 08:27 AM	Status changed from (1) Pending to (5) Completed	Add Attachment
Lori Burgeson	Feb 16, 2015 08:27 AM	**This is an email** Thanks so much Lori. The computer is working fine...just had a couple of set up cliche's but those are all work out and things are going well. Thanks so much for checking and your persistence to get the old one replaced. Best, Pat	Add Attachment
Lori Burgeson	Feb 16, 2015 08:18 AM	Laptop was delivered Mon Feb 9. Sent an email to check-in on how the laptop is performing.	Add Attachment
Lori Burgeson	Feb 03, 2015 09:11 AM	**This is an email** Hi Pat, I have your new laptop ready to deliver to you. I will have to set up your network drives and make you an administrative user once you login to the new machine. Please let me know your availability this week and I can get it out to you. Thank you! Lori	Add Attachment
Lori Burgeson	Jan 21, 2015 03:54 PM	Emailed Pat to get original power adapter so I can send the old laptop back to Apple.	Add Attachment
Lori Burgeson	Jan 15, 2015 02:58 PM	Needs SPSS installed on laptop.	Add Attachment
Lori Burgeson	Jan 15, 2015 11:13 AM	Need to update inventory.	Add Attachment
Lori Burgeson	Jan 15, 2015 10:48 AM	Received replacement laptop. Will work on getting an image created from scratch. Need to find out if we need to ship the old laptop back when I talk with Ryan later today.	Add Attachment
Lori Burgeson	Jan 15, 2015 06:53 AM	Received an email from Ryan. He will call me this afternoon.	Add Attachment
Lori Burgeson	Jan 13, 2015 08:16 AM	Emailed Ryan to find out where we are in the replacement process.	Add Attachment
Lori Burgeson	Jan 09, 2015 08:56 AM	Looking into the computer, there still is no recovery partition and even larger an issue is that there is no User folder on the Hard Drive, so I cannot begin to build an image. Called Apple and was elevated to a system engineer who is going to try to get the laptop replaced. He did mention that Apple is aware of the status bar not loading past 50% on Yosemite OS and that is something to do with being bound with AD. He did mention that the same thing may happen with a replacement if it is approved. Ryan Matthews is the Apple contact. ryan.matthews@apple.com	Add Attachment
Lori Burgeson	Jan 08, 2015 12:03 PM	Just received laptop from Apple. They replaced the HD, HD cabling, and clamshell. Beginning reimage for redeployment.	Add Attachment
Lori Burgeson	Jan 07, 2015 08:40 AM	Checked with Apple and they have received the laptop and are working to repair it.	Add Attachment
Lori Burgeson	Dec 31, 2014 07:47 AM	This is the third time this laptop has displayed this issue. Upon boot, the computer will display a gray screen with the Apple logo and a status bar underneath. The status bar will only load to approx 50% then just sit there. Have tried reimaging machine. There is no recovery partition, so I have also tried internet recovery and each time, I get the same result almost immediately after recovery. Apple wants to try hardware tests and repairs. They are sending a box for the machine. Repair ID: D144191863 Case #: 723006485	Add Attachment