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Contact: Email: ITServiceDesk@rhul.ac.uk / Web: enquirymanagement.royalholloway.ac.uk / Telephone: 01784 41 4321

UpdatedTypeTitleDescription
23/09/2020CustomerMOODLE change to the way you log in/Token ID error

We have made a change to the way you log in to Moodle. Staff should use their email address, students should use their Microsoft Office 365 ID (i.e. abcd123@live.rhul.ac.uk).

Some students and staff may get a ‘Token ID’ error when trying to log in. We will be contacting affected users directly via email.

22/09/2020SoftwareSTUDENT EMAIL CHANGES - Update 13th July

We made major changes to student email accounts over the summer, in order to enable teaching and learning technologies for the start of term. If you are a returning student and are not receiving emails or see an error that you cannot login because your account is blocked, please check the following.

Login to mail.live.rhul.ac.uk using your Microsoft O365 ID in the format ABCD123@live.rhul.ac.uk to test your access to email.

If you mail apps cannot connect, remove your RHUL email account from the app and re-add using the login ABCD123@live.rhul.ac.uk

Remove any accounts in the format ABCD123@liverhulac.onmicrosoft.com . If you are using a Windows device, check 'Access Work or School' setting in Windows and remove any account in the format  ABCD123@liverhulac.onmicrosoft.com

22/09/2020SoftwareSPORTSOFT als.royalholloway.ac.uk Intermittent Outages

If you see an error message 'Service Unavailable' when using our Sports Centre site als.royalholloway.ac.uk , this is an intermittent error that we are working to fix. Please try the site again after 30 minutes, and if you still see an error, please report to the IT Service Desk.

13/07/2020CustomerPhishing Emails and Cyber Security issues

If you have clicked on any links you believe are spam, contact the IT Service Desk and immediately change your password.

If you clicked on a link and entered your details please change your password immediately, run an antivirus scan, check your mailbox rules and notify the IT Service Desk.

Please use the "Report as Phishing" button if you are using Outlook. This is the most effective way to alert us of spam and phishing emails.

For more information about cyber security at Royal Holloway, please visit our intranet pages: rhul.ac.uk/cybersecurity.

12/06/2020SoftwareFIGSHARE Login Error: HTTP 500

There is a known error HTTP 500 when logging in to Figshare - royalholloway.figshare.com. If you experience this error, please go back to the login page and try again, and you will be able to log in second time. If you continue to see the error and cannot log in, please contact the IT Service Desk.

31/03/2020SoftwareCommon Issue - VPN disconnects

The most common causes of VPN disconnecting are connection issues or contention on home broadband. If your VPN connection is not stable please try the following.

1. Restart your home router

2. Connect to your home router using an ethernet cable if at all possible.

3. If using Wifi, move as close to your router as possible to improve signal strength.

There is more information about VPN on the IT Services support pages.

STUDENTS: https://intranet.royalholloway.ac.uk/students/help-support/it-services/access-off-campus/access-off-campus.aspx

STAFF: https://intranet.royalholloway.ac.uk/staff/it-services/off-campus-access/being-prepared-to-work-remotely.aspx

18/11/2019SoftwareWEBDAV Known Error

There is currently a known issue accessing personal data on the Y Drive using WEBDAV. If you use a WEBDAV client on your mobile device in order to access your Y Drive, you will not be able to open your files. As a workaround while we fix the service, please access your Y Drive using a PC on campus or mapped network locations via VPN.

Other file locations (such as \\ourdata\departments and \\ourdata\workinggroups) are not affected by this issue.


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