Support

With the plethora of smartphone and tablet-type devices available on the market, as well as the wide range of carriers, plans, options and services, the Office of Technology Services (OTS) has prepared this reference page to clarify the nature and scope of the support we provide.

All other support and services should be obtained through your service provider or retail point of purchase. 

Provided Services and Support 

SErvice/Support University-Owned Standard Mobile Device University-Owned Non-Standard Mobile Device Personal Mobile Device University-Owned Shared Devices

Assist with connecting to web services

Yes Yes, Limited Yes, Limited Yes, Limited
Assist with connecting to Virtual Workspace/Citrix Yes Yes, Limited Yes, Limited Yes, Limited
Assist with connecting to VPN Yes Yes, Limited Yes, Limited Yes, Limited
Provide best practices Yes Yes Yes Yes
Configure connections to tu-secure and tu-openaccess wireless networks* Yes Yes Yes Provide Instructions
Download and configure Outlook App Yes Yes Yes  Provide Instructions
Configure Exchange email, contacts and calendar on iOS and Android native email apps Yes Yes Yes Provide Instructions
Download and install Duo Mobile App; provide reference and training materials about Duo Multi-Factor Authentication Yes Yes Yes Provide Instructions
Set up Passcode for security Yes Yes Yes Yes
Transfer contacts, data, and apps where possible Yes No No No
Help with backups and restores Yes No No No
Basic training for device functions and features Yes No, Limited self-help documentation No, Limited self-help documentation No, Limited self-help documentation
Assist with tethering, if applicable; e.g. mobile hotspot Yes No No No
Assist with operating system updates Yes No No No
Troubleshoot software and hardware issues Yes No No No
Assist with resets/factory resets Yes No No No
Work with carrier/vendor to replace hardware Yes No No No
Assist with remote wipe Provide Instructions
Provide Instructions Provide Instructions Provide Instructions

 *For assistance with connections to wireless networks at off-campus locations such as hotels and restaurants, see the customer service or local support for that location. 

Never Supported or Sanctioned

  • Jail-breaking devices
  • Replacing the operating system with a non-official version ("cooked kernel")
  • Removing security code from the device
  • Installing, troubleshooting, or maintaining apps that are not used for university work
  • Bluetooth sync with automobiles