UMMS Help Desk Support

The UMass Medical School Customer Service Help Desk is available Monday through Friday, 7:00 am - 6:00 pm.  Please bring your questions regarding the Student Laptop Program to the UMMS Help Desk.

Contact Info

You may also visit us in person at S1-311.

24/7 Help Desk Support

Technical assistance for Bb Learn is available 24 hours a day, 7 days a week. Self Help and Contact information for assistance with troubleshooting can be found at

Student Laptop FAQs

Why am I asked not to update some of the programs on my laptop?

Dells and MacBook Pros have been preloaded with specific operating systems, browser and plug-ins. These settings have been specifically chosen to ensure optimal performance when using the UMMS Learning Management System (BLS Vista) and other supported applications you will use for your courses. These applications include online curriculum, Apreso Lecture Capture Videos, Browser Lockdown which is used in conjunction with online exams, Virtual Microscopy, streaming media imbedded in courses and more. Some educational applications are not compatible with the most recent releases of browsers and plug-in.

We recommend you retain all applications and settings that come with your laptop.

Who do I go to if I have a problem with my laptop?

If you have any problems with your laptop go the UMMS Help Desk located at S1-321. Technicians are on hand from 7:00 am until 5:00 pm. If the technician is unable to correct the problem during your visit, you will be provided with a loaner laptop for you to have continuous access to your online studies while your laptop is being serviced. 

What programs come installed on my laptop?

The following is a list of the image inventories for previous years. The FY2012 Image Inventory is currently being developed.

  • FY2010
  • FY2011

How do I create a new password if my password has expired?

Whether you use a Mac or Dell, you will need to log into the domain by going to This brings you to the Secure Access SSL VPN page. When you enter your username and expired password it will prompt you that you password has expired and give you the opportunity to create a new one.

How do I change the password for my wireless internet connection on my Mac?

Macs save information in the wireless settings, including your expired passwords. Follow these directions pdf icon 2 to delete old passwords and reset your new one.


Will we be able to take notes on iPads or other tablets?

Many students are using their tablets as supplemental tools. Please know that some of Blackboard's functionality may be lost while using a tablet. So while this ideal on some instances, you will still need your laptop. Using a laptop during Computer Based Testing is mandatory.

What if I have to return my computer to the manufacturer for repair?

We understand that your computer may need to be serviced from time to time. Information Services has purchased a number of laptops for students to borrow for up to seven days. To insure that you always have access to your course content and online learning materials simply go to the UMMS Help Desk located in S1-311, complete a one-page form and receive your loaner.

What do I do if my laptop is not working properly?

You are welcome to bring your laptop to the Help Desk located in office S1-311. We have technicians on hand that will diagnose and fix problems that are not hardware related. It is strongly recommended that you have a three year warranty so you can bring the laptop back to the manufacturer for repair.

I have a 13” MacBook Pro. Do I need to buy a new computer?

We have had many requests to use 13" monitors. We understand that 13” is a standard size. In fact, many students are already using this size with no real issues. While 14” inch or larger is optimal using a 13” will be fine.

I don’t have the storage space recommended. Is that alright?

The requirements listed by Academic Computing Services are necessary for the amount of work you will be completing and saving. You will be downloading high resolution pictures, power point presentations with added comments along with Presenter files and lecture capture videos that use quite a bit of drive space. Of course, the decision is yours. Please consider our system requirements were thoughtfully specified.

Can someone on campus make sure my computer meets all minimum requirements?

We would be happy to see you any time prior to the start of school to make sure all is in working condition. Please walk into our Help Desk are located in office S1 311, across the hall from the Chancellor’s Suite. This may be in your best interest because you will be given assignments before the first day of class. The technicians there should be able to make sure your computer is in compliance with our requirements. If more help is needed Academic Computing Services is located in an office inside the Help Desk area.