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2. IT Services

What's on offer?

  • Full range of IT services for staff and students
  • Support for students, researchers, academic and administrative staff in their use of IT
  • IT Service Desk - central customer service centre for staff and students
  • IT training courses for staff through the Staff Development 
  • IT training documents and on-line tutorials
  • University-wide software service (UWSS)
  • Open access computing areas for students 
  • Management information systems (MIS) for the Directorates and Faculties
  • Access to student services and information
  • Access to staff services and information 
  • Data network (PlymNet) across the University's campus and sites and a connection to JANET - the national academic network
  • Wireless Internet Access (eduroam wi-fi)
  • Remote access to university services using a Virtual Private Network (VPN)
  • Services and support for mobile and fixed telephony services 
  • Video-conferencing information and online booking facility
  • Secure file & data storage - network and cloud based

2.1. Returning to the Office FAQ

Returning to the office post lockdown - Frequently Asked Questions

As of 19 July 2021, University guidance is that staff are expected to be working from campus as their main place of work. Technology and Information Services (TIS) assumption therefore is that all staff members' primary place of work will be on campus / their office on site.

The information below provides guidance regarding what equipment will be provided.

New Starters

New starters will be catered for by the line manager raising a request for the required equipment. This equipment will be deployed to the staff member's place of work (office) on campus.

Requests from existing staff to swap from desktop computers to laptops

Staff allocated desktops who are now intending to split their week between work and home will need to work flexibly.

Therefore, staff will raise a request to change from a desktop to a laptop. When handling these requests, equipment will be deployed to the staff member's primary place of work on campus. Note we are only able to supply one set of peripherals for this request (1 or 2 monitors, docking station, keyboard and mouse). Please see below for further information.

The desktop PC and any unused peripherals must be returned to stock.

Requests for additional equipment for a staff member's secondary place of work

TIS is unable to supply additional equipment for a staff member's second place of work (e.g. their home). If a staff member feels they need additional equipment for their second work location, we recommend that a Display Screen Equipment (DSE) assessment is carried out for their second work location.

To arrange a DSE assessment please contact your faculty/department based DSE advisor.

Any hardware recommendations based off the outcome of this assessment must then be purchased by the department / faculty that the staff member works for. Appropriate budgetary authority must be sought for this within the faculty / department.

TIS has information regarding what monitors, docking stations, keyboards and mice can be ordered from our supplier (Getech).

Please ensure additional IT equipment is purchased through our approved supplier, Getech. TIS can provide further details and pricing.

Equipment list / Cost

The preferred supplier of PC equipment is Getech, the following is from their price list of hardware.

22" Monitor: Lenovo ThinkVision T22i 10 Monitor (61A9MAT1UK)
£103.95 ex VAT

Lenovo Dock Keyboard and Mouse Accessory Bundle (BUNDLE-458) (includes keyboard and mouse)
£123.75 ex VAT

£49.95 ex VAT

 NOTE: Prices are correct as of June 2021 - Prices are expected to increase over time.

Ordering from the supplier

Please note that when an order is placed with Getech, supply may be constrained for the equipment due to the situation caused by the pandemic with global chip shortages. This affects not only computers, but monitors and docking stations. Lead times for some hardware may run into days and sometimes weeks of delay.

Hot Desks / Hot Desking

Hot Desking is where a faculty/department has a shared space where staff with laptops can connect their laptop to a docking station with a keyboard, mouse and monitor.

TIS will provide additional equipment for 'Hot desk' scenarios on campus. TIS will provide monitors, docking stations, keyboards and mice in this situation. Staff working from Hot Desks will be required to bring in their laptop from home.

The number of Hot Desks setup in an area is dependent on the number of staff working in that area. It is not possible for there to be 1 Hot Desk for each member of staff. Hot Desk areas should be shared by staff working within the faculty/department.

Staff working from Hot Desks are expected to clean the equipment after use as per COVID-19 guidelines. If a cleaning station is required, please contact the Estates Helpdesk.


TIS are unable to supply headsets for use with Zoom, Teams or Cisco Jabber.

Faculties/departments should source headsets from an approved supplier (E.g. Primo IT).

We recommend the purchase of USB headsets with built in earphones and microphone.




2.2. Modern Authentication Troubleshooting


iPads and iPhones 

Some customers are experiencing issues with the Apple ‘Mail’ app – this is primarily showing as getting stuck in a log in loop. To resolve, you will need to remove and re-add your account from the app. This will work in all versions of IOS 11 and above – if you are running an older version of iOS, you will need to access your emails via https://webmail.plymouth.ac.uk. 


To check which version of iOS you are running on your device please do the following: 

  1. Tap on Settings 

  1. Scroll down and click on General 

  1. Tap on about 

  1. It will be listed under “Software Version” 

For iOS 13 and above: 

To delete your University email account from the Mail app, please do the following: 

1.      Tap on Settings 

2.      Scroll down and click on Mail 

3.      Tap on ‘Accounts’ 

4.      Tap on ‘Exchange’ 

5.      Tap ‘Delete Account’ 

6.      Tap ‘Delete from My iPhone/iPad’ 


To re-add the account, please do the following: 

1.      Tap ‘Add Account’ 

2.      Tap ‘Microsoft Exchange’ 

3.      Enter your email address in the ‘Email’ field 

4.      Tap ‘Next’ 

5.      On the pop up box, tap ‘Sign In’ 

6.      Type your standard University email account password 

7.      You may see a prompt about a permissions request – tap ‘yes’ 

8.      Choose what you would like to sync 

9.      Tap ‘Save’ 

For iOS 12: 

To delete your University email account from the Mail app, please do the following: 

1.      Tap on Settings 

2.      Scroll down and click on Passwords and Accounts. 

3.      Under Accounts, tap on the email account you want to delete 

4.      Tap ‘Delete Account’ 

5.      Tap ‘Delete from My iPhone/iPad’ 


To re-add the account, please do the following: 

1.      Tap ‘Add Account’ 

2.      Tap ‘Microsoft Exchange’ 

3.      Enter your email address in the ‘Email’ field 

4.      Tap ‘Next’ 

5.      On the pop up box, tap ‘Sign In’ 

6.      Type your standard University email account password 

7.      You may see a prompt about a permissions request – tap ‘yes’ 

8.      Choose what you would like to sync 

9.      Tap ‘Save’


If your iPad / iPhone gets 'stuck' trying to connect to your plymouth university email account, please clear the safari browser cache on your iphone/ipad.  Please click on this link to take you to the apple site for instructions.

Outlook on Windows devices

Outlook is occasionally prompting for log in every few seconds/minutes. To resolve this, please close Outlook, wait a couple of minutes, and then open it again.


Scanning on campus

The scan to email issue has been addressed - this service is now working normally.

2.3. Supported Email clients for Modern Authentication

University Email services are secured by Microsoft's modern authentication experience.

Please ensure you use one of the following email clients to access your Plymouth University email account:

  • Microsoft Outlook for Windows (Outlook 2013 and later) and Mac (Outlook 2016 and later)
  • Apple Mail client on Apple iPhones and iPads running iOS 11 or later
  • Apple Mail client on MacOS 10.14 or later
  • Google Android Gmail versions released after November 2019
  • Microsoft Outlook for iOS
  • Microsoft Outlook for Android

 Other email client software is not supported.

2.4. Information on new Microsoft security protections
  • Anti-Phish, which protects you from phishing emails including those trying to impersonate someone in the University.  You shouldn't notice this change, it happens behind the scenes.
  • Safe Attachments and Safe Documents, which check attachments to emails or Office documents in OneDrive, SharePoint and Teams to make sure they don't contain any viruses before you open them. You shouldn't notice this change, unless you try to open an attachment or document which Microsoft detects contains a virus.  If this happens, please call the Service Desk.
2.5. Working From Home / Remote working

Information for Staff on Working from Home / Remote Working

This article gives university staff information on how to work from home either using a University supplied Windows laptop, or a personally owned Windows PC.

 It is possible for staff members to work from home and fully collaborate with colleagues as long as you have access to a computer with internet access.

This guide is in 4 different sections depending on if you are working from home using a University supplied computer or your own personally owned computer along with information on how to use remote desktop, and finally a list of frequently asked questions around working from home.



Working from Home Using a University Supplied Laptop

1. You will first need to connect to your home network's Wi-Fi connection.  Please follow your internet service providers supplied information on how to connect to your home network routers wireless network.

2. Once connected to your home network, you will next need to connect to the University VPN service. The appropriate software has already been pre-installed on your university laptop.  Please find instructions via the following link.

Once connected to the VPN your computer will behave as if it is on campus.

Please remember where you are planning on taking a university supplied laptop home, please ensure that you take the power cable with you!

Frequently Asked Questions about using a university laptop from home

 1. Can I access Unit-e / Unit-4 / iTrent from home? Yes - ensure you are connected to the VPN, then access the service as you usually would on campus.

2. Can I install additional software from the Software Center?  Yes, ensure you are connected to the VPN, then load the software center on your computer.  Please be aware that downloading and installing software will take longer as it will be dependent on the speed of your home internet connection.  Some software packages such as Adobe Photoshop are quite large, and may take an extended amount of time to complete.

3. Can I still print to the on site printers? Yes, however you will need to be connected to the VPN.  Please note that any prints will be held within the printing system for a maximum of 24 hours before being deleted.

4. Can I install my home printer drivers on my University computer? Yes, the majority of staff will have permissions on your computer to install printer drivers. Microsoft provides information on how to install printers via the following link (will open in a new window)

If you need to download drivers, please ensure you go to the correct manufacturers website (E.g. HP, Epson, Canon) and download the Windows 10 64-bit driver for your home printer.

 5. Can I connect the Laptop to a monitor on campus if I am working from home? No, Monitors need to be directly connected to the laptop / docking station.  If you have taken your university laptop home, you will need to connect your own monitor to it.  The laptops have an HDMI port built in to allow you to connect an external monitor.


Working from Home using a personally owned computer.

This section of the guide provides information on how to setup your personal home computer to work from home. This guide assumes your personal computer is already connected to your home network.

The majority of IT services such as OneDrive, Webmail, SharePoint and the Digital Learning Environment are accessible directly over the internet. 

You should only need to connect to the University VPN if you need to access services such as iTrent, Unit-e or Unit-4.  If you need to access one of the services, please follow the steps below.

1. You will need to download the Fortinet VPN client.  This can be done by going to the work at home website via the following link work at home website and then clicking the 'staff software' option. Look for the Forticlient - SSL VPN Client option and click it. 

For additional information on setting up the VPN, Please see the following guide by clicking on this link - you may be prompted to login to view the guide. This guide is also accessible from within the work at home webpage.

2. Once connected to the VPN you will be able to access all web based university services as if you are on campus.


If you are not able to connect to the VPN, it is likely due to firewall rules on your home router blocking VPN traffic. Please contact your Internet Service Provider regarding how to configure your home network router to allow VPN traffic.

Once connected to the VPN, you can also use the built-in Windows Remote Desktop software to remotely connect to your computer on campus.  For more information please scroll down to the Remote desktop heading. 

Additional software for your personal computer

Additional software can be downloaded/installed on your personal computer from the work at home website which is accessible via the following link (will open in a new window)


Frequently Asked Questions about using a personal computer from home

1. Will I be able to use all the University Software When connected to the VPN?

You will be able to access web based services such as Onedrive, SharePoint and Webmail,   and from there have access to the web versions of Word, Excel etc if you open a file.

To Edit word documents, excel spreadsheets etc locally on your personal computer you must have a copy of Microsoft office installed on your home computer.  The university Makes Office 365 available to install on up to 5 personal devices.  For more information please see the work at home website - https://workathome.plymouth.ac.uk (link will open in a new window)


Zoom Video Conferencing and Webinar

 The University have procured licenses for all university staff and students for Zoom Video Conferencing and webinar. This allows the possibility of distance learning and remote working.

How do I setup a Zoom Account?

Please follow the instructions at the following link

How do I install Zoom?

Please follow the instructions at this link for installing Zoom software (Staff and Students)

Please follow the instructions at this link for installing the Zoom outlook plugin (Staff only)

 Note, when clicking these links you may be prompted to sign in.


Remote Desktop (Windows Remote Desktop)

You will need to use remote desktop if you are using a home personal computer to connect to your work computer that is physically located in your office.

NOTE:  Please ensure that your office computer is left powered on.  There is no way to power computers on remotely.

 If you are using a personal computer to work from home, you can connect to a computer on campus.  Please download the setup guide by clicking the attached document at the bottom of this page.

 Please ensure that you have made a note of your office computers asset number and left the computer powered on.


General FAQ Around Home Working

Where can I find more information on how to use University IT to work from home?

Please review the following PDF document that contains a list of questions and answers around Working from home.


Where can I find information about Teams? Can I install the software? 

Microsoft Teams brings together chat (Instant Messaging), meetings, audio/video calling, file management, and a project workspace in one collaboration tool.  Teams will enable you to communicate and collaborate with your colleagues remotely.

For more information about how to install and use Microsoft Teams please follow this link.


How do I get access to Office 365 applications to install on my personal computer? - please login to the work at home website, and follow the link for Office 365.


How do I access additional / shared / generic mailboxes when working from home? If you are taking your University issued laptop home and outlook was configured to access additional mailboxes, these mailboxes can be accessed in the normal way by loading outlook and navigating to additional mailboxes via the folder list.

If you wish to access email via webmail, go to https://webmail.plymouth.ac.uk and sign in with your email address and password.

When webmail loads, click your photo / initials in the top right hand corner of the Web page. A menu will appear, click Open another mailbox option as shown below


Another small box will appear as shown in the screenshot below, type in the name of the mailbox you wish to open, then click the open button.


 The mailbox will open in a new browser tab.


How do I check my University issued Lenovo computers Name/Asset tag? There are two ways of checking this.

1. Your Laptop / Desktop lenovo computer will have a white sticker located on its lid (for Laptops), or the base unit (for desktops) this sticker will have the asset name of your computer (E.g. LS12345) - this is the name of your computer.

2. On your Work computer, click the start button and type about, then press the enter key on your keyboard.  The About your PC window will now appear.  Under the Device specifications section, make a note of the 'Device Name' as highlighted in the screenshot below.



Can I Use Skype for Business to contact Colleagues when working remotely?

 Yes, you can still use Skype for business on your university computer when working from home. Please click the link for more information on using Skype for Business


 Can I use SiriusWeb when working off campus?

 No, The service operator only allows connection from computers that are based physically on the Plymouth University campus.


When working from home access to services appears slower, is there anything I can do to speed things up?

This can occur if you are using a slow internet connection, or someone else is using your internet connection (E.g. Streaming video or music).  The recommendation is to stop any other internet services that may be using the internet connection - this will dedicate your internet connection to your computer.




How can I contact the Service desk?

We can be contacted via the Telephone on 01752 588588.  If you are not able to telephone, you can also raise a support call via the IT self service portal via the following link

2.6. Support for Apple Computers

Please find information below regarding Staff and student support for Apple Computers.


If you have an IT issue with your University supplied managed Mac computer, please phone the service desk on extension 88588 (01752 588588 from an external line) and choose the option for staff support, or alternatively raise a new support call via the IT Self Service portal via https://itselfservice.plymouth.ac.uk


The Student IT support team in the Library can offer assistance with installing University provided software on Apple products only. Walk-in support is available by visiting the Digital Advice Zone on Level 1 of the Library.

Please contact 01752 588588 (and choosing the option for student IT support), or alternatively you can raise a new support call using the IT Self Service Portal via the following link: https://itselfservice.plymouth.ac.uk

2.7. Windows 10 Upgrade

This article provides information related to upgrading the Windows 10 Operating System on your centrally managed Lenovo computer.

The upgrade process is 'side by side' - this means that the new version of Windows 10 will install alongside the existing copy of Windows 10.  Your data and applications will be available within the new Windows 10 installation.

Your computer must be on campus, and connected to a wired network connection.

Technology and Information services recommends starting the Windows 10 upgrade at the end of the working day, just before you leave.


1. Where you are using a desktop computer, leave it powered on.  Where you a using a laptop, ensure it is connected to a Lenovo docking station and power on. A photo of the docking station is below for reference:

If you are a laptop user, please do not start the upgrade using a Wi-Fi connection as this will increase the amount of time needed to carry out the upgrade.  It is far quicker to use a wired network connection.

2. On your computer, Click the start button  and type Software Center on your keyboard.

3. You will see the start menu filters down and will display the Software Center icon – Click on the Software Center icon.

4. After a few seconds, the Software Center Window will appear.  Please allow a few seconds for the Window to populate.

5. Click the ‘Operating Systems’ heading

6. Select the 'In-place Upgrade Windows 10 -> 1903 - for staff' option) as shown below:

7. You will now be shown more information - Click the 'Install' button as highlighted below:


8. The installation will now start. You will see the following appear:

Note - it may appear 'stuck' on this screen for a few minutes - please be patient.



9. After a few minutes, you will see an 'Installation Progress' box appear, with  2 progress bars appear on screen.


It is important to note that this box will have 'focus' - meaning it will be on top of any open windows.  After roughly 30-45 minutes the computer will restart without any warning.

Please also note that your sound card will be disabled during the upgrade process - therefore you will not be able to hear any sound.

Once the restart occurs, the Windows 10 upgrade will take place.  This can take around 1 hour and 15 minutes to complete.

Your computer will be ready to use once it returns to the standard Windows 10 login screen.



  • Leave your computer powered on campus and connected via a wired network point for the duration of the upgrade.
  • Back up any locally held data on the computer to OneDrive For Business and/or SharePoint prior to starting the upgrade.
  • Please be patient whilst the upgrade is in progress.
  • Be prepared for the computer restarting roughly 45 minutes after starting the upgrade process – there will be no warning that the restart will take place.


  • Turn the computer off part way through the upgrade – this will cause the upgrade to fail.
  • Unplug the computer from its wired network connection during the upgrade – this will cause the upgrade to fail.
  • Carry out the upgrade whilst your laptop is connected to a wireless network - this will extend the amount of time the upgrade takes to complete, and may cause other difficulties.
  • Please do not worry or panic regarding the upgrade.


Contact information regarding the upgrade:

If you need to contact the service desk – we ask you to phone us on 01752 588588.

2.8. Single Sign-On

Single Sign-On Information


As part of our work to maintain our systems and better protect Students and Staff from identity fraud, the University will be implementing a number of changes to the sign-in system which currently protects a large number of University IT systems.

From week commencing 16th September 2019, the current sign-in page will be replaced and will be visibly different. 

The most obvious change will be the need to enter your University email address (e.g. sam.smith@plymouth.ac.uk) rather than your short login name (e.g. ssmith) when logging in.

As a side effect of this change being made, you may be prompted to login again on devices linked to your University account (such as mobile apps linked to your email account)

Over the following weeks and months, further amendments will be made and new/replacement services will be launched. These will include:

  • A replacement for the current web-based password changer
  • A replacement for the current security question and answer system
  • Additional security prompts at the point of login when certain activity is detected with your computing account.
  • Remove the need to sign-in through the web browser when you are using a University managed computer.

Frequently Asked Questions

 What will the new sign-in page look like?

 The new sign in web page experience will require you to login using your long email address (E.g. Sam.Smith@plymouth.ac.uk).  The sign in will also be carried out in two steps.

1. Signing in with your University of Plymouth email address


2. Enter your current University of Plymouth computing account password.



 Is my password the same?

Yes, your existing password will be exactly the same.


 Do I need to change any links in things like SharePoint sites or webpages? What about bookmarks in my Web Browser?

No, nothing else has changed, therefore all links whether they are in your bookmarks in your browser, or a link embedded into a document do not need updating.

Why do I see an extra page whilst signing in between where I type my email and where I type my password asking me to choose if I want to use my work or school account or personal account?

At some point, you have created a personal account with Microsoft using your University email address. When you have typed in your email address, the software needs to know which account you are trying to log in with so it can check the password is correct (as the password set on your personal account is probably different to the password set on your University account).

Where you have a personal Microsoft account linked to your University of Plymouth email address, please refer to the link below to update your personal account's email address.



When are the extra and new features being turned on?

We need to roll out the new sign-in system to all users before we can start turning on the new and replacement features. 

We are hoping to start the next phase relatively soon after implementing the first change, however, this may change if we encounter any issues that were not identified on our test platform during the summer.

Communications will be sent out before any further steps are taken and we will be looking to perform trials on a subset of users before launching each component.



2.8.1. Self Service Password Reset

Information for Self Service Password Reset (SSPR).

Self Service Password Reset (SSPR) will enable users to change their University of Plymouth IT account password even when they are unable to login to University of Plymouth services. Registration to use this service is optional, and is undertaken via the following methods:

·        Via an authenticator application on a mobile phone/tablet (such as Microsoft Authenticator)

·        Via a mobile phone number (call or SMS)    

To use SSPR, two authentication methods must be registered, one of which should be via an authenticator application on your mobile phone/tablet, such as the Microsoft Authenticator application. It is therefore recommended that you register via an authentication application on your mobile phone/tablet first, before choosing between an alternative email address or a mobile phone number for the second method of registration.

Once enabled, you will be prompted once every 180 days to confirm the information you set is still valid (e.g. to check you have not changed your mobile phone). This will appear as an extra prompt when signing into the portal with your University of Plymouth IT account on or after the confirmation date.

A guide is available here which will detail the steps to follow to setup secondary authentication checks by mobile app or mobile phone number.

Further Assistance.

If you require any further information or assistance, please phone 01752 588588 and choose option 3 for student IT support



2.9. Web Filtering

Improved security protection with Web Filtering when onsite

Web filtering is introduced to assist in minimising the information security risk to University and to protect all IT users from malicious phishing attacks as well as other threats of a malicious nature. 

Pro-active ‘web filtering’ of known harmful sites is intended to prevent inadvertent access to web sites that seek to compromise UoP individuals and University equipment, systems, services and data.

‘Web filtering’ is not a panacea and will not address all and every situation. It will, however assist in addressing the risks posed by such web sites.

As agreed with the University Information Security Group, web filtering is to be enabled from 22/01/2019 on University of Plymouth internet traffic for web sites identified to have malicious content.

Note that filtering will be effective for devices connected to the University internal network by physical LAN port, UoP wifi or by using the Fortinet VPN client. If you are connected by other means, including eduroam wifi, your own or public wifi or from your own internet connection then this implementation of web filtering will be ineffective and you may be at risk. 

In any case please continue to exercise due diligence when reading your emails or clicking links on web pages. If in doubt don’t click.

If you think that the website you are trying to access has been listed as malicious in error then please contact the Service Desk on Tel: 01752 588588 ; Portal: https://itselfservice.plymouth.ac.uk or via Web: www.plymouth.ac.uk/itservices

Should you click a link that is intercepted by ‘web filtering’ you will see a ‘Web Page Blocked’ message.


Q. Why is this technical measure being taken?
A. To further defend UoP IT users and resources from being compromised and unlawfully used or accessed.

Q. Will filtering be applied to any other Websites? 
A. No more than might be the case prior to this action being taken.

Q. What if I get the above message from a website I legitimately need to access?
A. Contact the TIS Service desk via the normal routes.

Q. Where does the list of malicious content websites come from?
A.  This is maintained by a trusted third party who identify sources of malicious content on the World Wide Web.

Q. How can I minimise my own risk?
A. Exercise due care and diligence when opening email, email attachments and clicking links to websites.

Q. Does this protection apply to all means of accessing UoP systems?
A. No. For all internet traffic originating from the UoP network, UoP VPN or UoP WiFi services this will be applied.

Q. Doesn’t Anti-Virus do this?
A. These measures are complementary to Anti Virus programs installed on your University of Plymouth PC or laptop. 

2.10. Student Halls - using Gaming devices,SMART TV and Amazon Echo speakers

‘hallsPlymouth’ for Xbox, PlayStation, SMART TV, NOW TV, Game Consoles and Amazon Echo Speakers

For devices that are unable to connect to the main University wireless solution(Eduroam) because they do not support username and password authentication there is an alternative network name (SSID) available within Halls of Residence

  • The Network name (SSID) is called:     hallsPlymouth    *Note: the 'P' is a capital

  • This SSID should be used for Games Consoles, Amazon Firesticks, SMART TVs, Amazon Echo

  • This is a hidden SSID where users need to register their devices before attempting to connect

  • Users should go to the website:  https://macauth.uopnet.plymouth.ac.uk/

  • Here users can register a new device    * You will need to know the MAC address of the device you are registering


2.11. Mapping the PUPSMD 'R' drive to your computer

The PCMD 'R' drive is changing location from 15 January 2015 from PCMD901 toTIS901.

How to map to the new drive location


  1. Navigate to the computer window where the 'R' link resides
 2. Right-click on the current 'R' drive mapping > select 'Disconnect' to remove the 'old' R drive from your computer
3.   Click on the 'Map Network Drive' in the menu at the top of the window
4.  Amend the entries in the popup to the following:
a. Drive: R:
b. Folder: \\tis901\Research
c. Ensure that 'Reconnect at logon' option is checked
This will now restore the link to the 'R' drive as before 


2.12. Re-imaging a computer or laptop

What is re-imaging?

Re-imaging is an update of the Windows operating system. Re-imaging resolves multiple computer issues, resulting in a faster and more reliable user experience.

The process can take up to 1 working day except where there may be an identified hardware issue with the PC. The computer hard drive is completely wiped clean of files and folders, and our latest version of Windows OS is installed.

What do I need to do?

Because a re-image involves the complete removal of data stored on your computer’s hard drive, including all Word, Excel, PowerPoint and other application files you may have saved, it is very important that you back up any files you need. Once the re-image is complete it is impossible to recover data from the drive.

A guide to backing up your data is available below this article.

It is your responsibility to ensure that your data is fully backed up.
IT Support does not provide media such as an external hard drive or USB stick for data back-up.

What will happen?

  • When you log a re-image request with our Service Desk it is passed to our local technician to complete.
  • On confirmation of the call being logged you are advised to begin an immediate backup of your data, to help streamline the process and ensure you save everything you need.
  • A support analyst will contact you to confirm your data is backed up and to arrange a suitable time for the re-image to take place.
  • If you have a desktop PC the re-image will take place at your desk, and the machine will be out of action for several hours. If you have a laptop this might be taken away for the re-image.
  • Once the re-image is completed the laptop will be returned to you, and after we complete some configuration the PC/Laptop will be available for use.
  • We will provide post re-image support to get you up and running quickly. This normally takes 10-30 minutes.

If you have any difficulties with backing up then please contact the IT Service Desk Telephone: 01752 (5) 88588, who may be able to provide remote support.

2.13. Mobile computing

Wireless internet access with eduroam

University Staff and Students on campus should use the eduroam wifi network to access the internet. 

By using the eduroam service you have agreed to abide by the following rules and regulations

 Your computer needs to meet the following technical requirements:

  • a working 802.11b/g/n WiFi certified Network card, capable of WPA2-Enterprise encryption. 
  • a built-in network adapter. If you have a new computer, then it is likely to be pre-installed. If you are unsure check online or contact the manufacturer.
  • computer hardware must meet the minimum system requirements for the operating system as specified by the manufacturer of the operating system.
  • all critical updates for your operating system must be installed.
  • up-to-date anti-virus software must be installed. If you do not have an up to date anti virus program please view our anti-virus page for information.

Instructions for connecting to eduroam 


Wired network in halls

How to connect to the internet in halls of residence 


Connecting to and using a virtual private network (VPN) to access University IT services

You can create a Virtual Private Network connection to use services such as remotely connecting to your university desktop PC, accessing shared filespace, and e-resources. 

2.13.1. IMAP / SMTP e-mail

As part of ongoing work to maintain our systems and better protect Students and Staff from identity fraud, the University will be disabling IMAP/POP/SMTP e-mail protocols for Staff and Student accounts from Wednesday 26 August 2020

Please Refer to the following link for support methods of accessing email:



2.13.2. Connecting to Wi-Fi

Our Wi-Fi is called eduroam (education roaming). For a faster and more secure service University students and staff should connect to eduroam and not Guest Wi-Fi UoP.

Instructions to connect your device to eduroam: 

By using the eduroam service you have agreed to abide by the following rules and regulations: 

Your computer needs to meet the following technical requirements:

  • up-to-date anti-virus software must be installed. If you do not have an up to date anti virus program please view our anti-virus page for information
  • all critical updates for your operating system must be installed.
  • a working 802.11b/g/n Wi-Fi certified Network card, capable of WPA2-Enterprise encryption.
  • a built-in network adapter. If you have a new computer, then it is likely to be pre-installed. If you are unsure check online or contact the manufacturer.

The University also provides a free Wi-Fi service for guests. To connect:

  • Select Guest Wifi UoP from the Wi-Fi connection options on your device.
  • A Sign-In Required message may appear. Select Ok.
  • You will be directed to the Connect with Plymouth University page.
  • You will be asked to fill out your first name, last name, email address and agree to the terms & conditions. After you have completed this, click on submit.

You should now be connected to the Wi-Fi.

Wired network in halls

If you need to connect to the internet in the halls of residence see our Wired connectivity in UPP Halls of Residence article.

Virtual private network (VPN)

You can connect and use a VPN to access University of Plymouth software and services. Please see our Work at Home software article. eduroam Certification - Configuration Assistant Tool

eduroam Certification - Configuration Assistant Tool

There is an 'eduroam Configuration assistant Tool' to support connectivity to eduroam where devices do not automatically provide a trust certificate for our organisation.

  1. Go to https://cat.eduroam.org/
  2.  You will see this splash screen which will scroll through many device operating systems


3 .   Click on 'eduroam user: download your eduroam installer

4.    Choose 'University of Plymouth'


5.    Choose 'All Platforms'


 6.   Choose an installer to download


7.    You will see the following screen and your .exe file will also download.

8.   Run the .exe file on your device. 

2.13.3. Wired connectivity in UPP Halls of Residence

In the UPP Halls of Residence: Francis Drake, Gilwell, Mary Newman, Pilgrim, Radnor and Robbins, you can connect to the internet via the wired network socket in your room.
Please note that any machine connecting to the university network should be fully patched and have up-to-date antivirus software installed and actively working.

Rules and Regulations

By using the University network you have agreed to abide by the following Rules and Regulations:


Getting Connected

You will need to connect an Ethernet cable to the wired network socket in room and to your computer.

If you are unsure about the different network cables, view the attached help sheet 

 It is not currently possible for students to use a wireless connection with personal printers in halls of residence over Eduroam Wi-Fi. Students will need to use a USB connection to use a personal printer in halls. Technical Requirements

Technical Requirements

By using the ResNet service your computer needs to meet the following technical requirements:

  • Your computer will need a working Ethernet Network card and cable.
    Many computers already have a built-in network adapter but some do not. If you have a new computer, then there is a very good chance you already have this installed. If you are unsure, check your computer’s manual or contact the manufacturer.
  • Any computer hardware must meet the minimum system requirements for the operating system as specified by the manufacturer of the operating system.
  • All critical updates for your operating system must be installed.
  • Up to date anti virus software is installed.
    If you do not have an up to date anti virus program please view our Anti-Virus software page for information and download links. Critical Updates

Operating System Updates

During the course of the lifetime of an operating system, various security flaws will be discovered. These flaws can range from web pages running incorrectly to a person being able to use your computer remotely.

As these flaws are discovered, and before they are exploited the operating system manufacturer release updates to fix them. The manufacturer may also release updates which improve operating system reliability, or add extra features.

We strongly recommend that you ensure you have all these updates installed on your computer. Further details on how to do this are explained below.

Microsoft Windows

We strongly recommend you have that you use the Automatic Update facility for Microsoft Windows.

If Automatic Updates is not turned on, or you have not updated you computer for a while please visit Microsoft Update to ensure your operating system is fully up to date.

Apple OS X

If you have an Apple Macintosh and you need to check if your operating system is missing any security updates please follow these instructions.

More Information

For more information on keeping a Windows Computer secure, please visit Microsoft Security at Home .

For more information on keeping a Apple Macintosh secure, please visit Apple Product Security. Anti-virus software

Anti-virus software

Anti-virus software (sometimes known as anti-malware software) is computer software used to prevent, detect and remove malicious software.

The University strongly recommends that you should have anti-virus software installed on your desktop/laptop and keep it updated regularly. 

Most commercial anti-virus software includes a feature that automatically downloads up-dates when you are connected to the Internet. If your trial or licence has expired, you are no longer protected so need to upgrade it or replace it as soon as possible.

Note: University-owned staff and student computers are already protected.

Windows Anti-Virus Software

You can download Microsoft Security Essentials anti-virus for free and there are many different anti-virus products on the market.  It is important that the anti-virus protection that you have installed on your machine is kept up-to-date.  You should visit the manufacturer's web site to be kept informed of any up-date information.

If you install more than one anti-virus program on a computer it can seriously affect performance and potentially cause problems.


If you are unsure if your computer already has anti-virus software installed or not contact telephone 01752 588588 for guidance, or email servicedesk@plymouth.ac.uk
Apple Macintosh Anti-Virus Software

The University does not provide anti-virus software for Apple Macs.  However ClamXav is a free virus checker for Mac OS X.

More Information

For more information on keeping a Windows Computer secure, please visit Microsoft Security at Home.

For more information on keeping a Apple Macintosh secure, please visit Apple Product Security.
 Freewire TV

Freewire TV FAQs

What is Freewire TV?

Freewire TV is a digital TV service provided for Plymouth University students and delivered across the wired network in the halls of residence.

Is Freewire TV free to use?

You can watch Freewire TV free of charge but you must still own your own TV licence in order to use it.

Can I watch re-runs of old programmes?

No, Freewire TV is live TV. It is not an alternative to iPlayer etc. 

How do I find their website?

The web address is: www.freewiretv.com

I notice that on their website that they offer a free telephone service. Can I use this?

Students who have registered with Freewire may also use their Freewire telephone service. This service provides free telephone calls to all other Freewire users and competitive rates for calls to landlines including international numbers. More details can be found on their website.

Can I use my University IT account to log into Freewire TV?

No, this is not a University IT service. You must create a Freewire account  for your own use, much like you might create an account on Facebook or other subscription websites.

How can I use Freewire TV?

1. Your computer must be able to connect to the University network though the Ethernet socket available in your room.

2. Go to the Freewire website and create your account with them.

3. Download the Freewire TV viewer (PC and Mac versions available)

4. Once installed, launch the application ‘Freewire Television’

I cannot create an account on Freewire’s website?

If you have difficulties with creating or using your Freewire account, or installing and running Freewire software on your computer, please remember that Freewire is not a University service. You will need to contact the Freewire service desk for technical assistance.

Their contact details are:
Freewire Service Desk telephone: 0333 123 0190
Email: support@freewiretv.com

I think I may have a network connection problem in my room?

The ResNet network connection in your room has been configured to permit access to Freewire TV without difficulty. Before contacting us to report what may be a network failure, please check to see whether you can access any other websites from your computer. If you cannot connect to any websites you may have a cabling problem; please try a friend’s Ethernet cable before you contact us for network support.

I have tried everything but the network connection in my room is still not working!

Please log a call with the IT Service Desk via IT Self Service or by telephone 01752 588588. 

2.13.4. How to set-up your email on your mobile device

You can view your emails via the following methods:

Alternatively, we recommend that you download the Microsoft Office email app for your mobile device (Android or iOS) via the respective store front.  For additional information regarding setting up Outlook on Android or iOS please see the link to Microsofts help information below, the link will open in a new window:


 Please note that other e-mail software may not work.


2.13.5. Staff laptop loan scheme

University-Managed Loan Laptop Schemes

There are two centrally-managed schemes that enable University staff to borrow a laptop or netbook:

Loan Laptops for Teaching purposes

Where a centrally booked room does not contain fixed computing equipment and a laptop is required for a teaching session then staff should contact:

-        Service Desk (http://itselfservice.plymouth.ac.uk tel: 01752 588588) to check availability and arrange a booking, giving the building/room number for the session

The laptop will be set-up prior to the scheduled session and removed on completion of the session.

Loan Laptops for Mobile staff

The Service Desk has a pool of loan laptops for staff who are required to work off-site - e.g.

  • Attending conferences on behalf of the university.
  • Field trips and courses taken on behalf of the university.
  • Short-term sabbaticals.
  • Work carried out at home for the university

Staff should in the first instance contact the Service Desk by either:

NOTE: All Service Desk loan machines are issued and returned using Alma (the library issuing system). Staff who wish to borrow equipment must bring their ID card with them at the time of collection, otherwise the device cannot be issued. 

Loan Period

a)   Teaching session loans

These would normally be for 2 hours.

b)   All other loans

The minimum period is one day and the maximum is normally 7 days. 

You will need to state the dates of collection and return when booking. The production of your staff ID card is mandatory when collecting and signing out the machine.


There is no cost for the loan. However, in the event of any equipment loss or delayed return a fine of ten pounds per day will apply, to a maximum of £50.

Loss of Equipment

Any other borrowed equipment (such as power supplies, bags, locks) must be returned at the end of the loan period. Any missing items will be charged for.

Care of Equipment

Reasonable care is expected at all times with the equipment (not left in car, locked to desk if possible, protected from water, etc.) and with any data containing personal information (passwords, encryption). Damage or loss must be reported immediately and a police incident number obtained if a criminal offence has occurred. 


The hard drive is formatted after each loan period. You should not expect to recover any data after returning the machine.

2.13.6. O2 iPad settings for accessing data
This article relates to iPads obtained through the University's contract with O2.

When a user upgrades the version of iOS on their device the APN settings are automatically re-set. These need to be changed for access to data to continue to work.  This also applies when a user first puts a sim card into their iPad.

Go to: Settings>Cellular or Mobile Data>APN>

Remove: "ibrowse.o2.co.uk" and replace it with: "idata.o2.co.uk".  (lower case)
User ID/Name should be changed to: "vertigo"  (lower case)

Password should be changed to: "password"  (lower case)

Do not press the home button to exit.  Press ‘BACK’ until you reach the settings menu. Then reset the device by holding down the On button until the ‘swipe to turn off’ option appears. Turn off the device, wait 30 seconds and then restart it. 

Changing these APN settings should resolve any issues in regard to accessing data on either wireless or 3G. 
2.14. Out of Hours Computing exam support

Request for provision of Out of Hours (OOH) computing exam support provision from TIS


TIS SM Support is available for the provision of an Out of Hours (OOH) support service if requested by the examinations office, schools or faculties.

This is a chargeable service and there is a requirement to ensure that all associated documentation is signed off and agreed before service can be provided.
The request form is available below and must be submitted and authorised 6-8 weeks before the start of the first exam is due to take place.

Out of Hours cover

Cover is provided by TIS between 17:00pm and 19:00pm Mon to Fri excluding weekends and bank holidays unless otherwise agreed.

Cover during normal working hours

During normal working hours, cover is provided by the TIS Service Desk. During normal working hours exam invigilators will be asked to contact the Service Desk on either (5) 88588 or (5) 87018. If any issues are reported during normal working hours an urgent log needs to be raised and an individual from support will need to visit promptly to assist in resolving the problem. If the support person is unable to resolve the problem they may need to seek assistance from a third party team such as Systems or Infrastructure.

Summary of cover provided by TIS

  • TIS will provide 1 x support analyst to cover the period between 17:00pm and 19:00pm - unless otherwise agreed and additional funding is approved and authorised beforehand.
  • Weekends and bank holidays are not included in the cover period unless otherwise agreed beforehand.
  • Analysts covering this service all have work mobile phones and contact numbers will be provided to invigilators as required.
  • Analyst is able to provide a basic level of support only during this time which includes printer problems (for example: paper jams and replenishing paper trays) and basic computer issues.
2.15. Staff Mac fleet

Staff Mac Refresh FAQs

The FAQ document attached below is designed to answer a number of queries related to your new Mac

FAQ's Covered

What do some of the new features on my Mac mean?

There have been some changes to the technology in the new Macs. For example, all of them now include USB 3.0 and Thunderbolt which was not on most of the older machines.

USB 3.0 is a newer USB standard, but don’t worry, it is backwards compatible with almost all older USB devices. If you have an older USB 2.0 device it will likely still work and if you have a USB 3.0 portable hard drive of some kind you will notice that it now works a lot faster on the new macs.

Thunderbolt is a new way of connecting compatible peripherals like external hard drives and adapters for projectors/external monitors. If required it is possible to purchase adapters allowing you to use the Thunderbolt port to connect to displays using VGA, HDMI, DVI, Display Port and others.

Thunderbolt (and USB) adapters are also available if you need to add a wired network port to your MacBook.

Thunderbolt is a very fast connection type, but because it is still very new, most external devices (except monitors/projectors) still use USB.

You may have noticed that most of the new Macs do not have a built-in CD/DVD drive. This has been done to reduce the size and weight of the machines as Apple feel most people no longer use CD’s or DVD’s on a regular basis. If you do need regular access to these, the Apple USB SuperDrive is the official solution, and there are also a number of 3rd party USB CD/DVD drives that can be used as well.

How can I get help and advice on my new Mac?

Plymouth University has partnered with Amsys Ltd to provide technical support and advice for the University’s managed fleet of Apple computers.

For Apple support on University or personal devices please visit 'the CORE' which is located on the Floor 1 of the Roland Levinsky Building or alternatively contact the TIS Service Desk tel: 01752 5 88588 or email: support@plymouth.ac.uk. Amsys also have an office located at 18 Endsleigh Place - Room 102 which you can visit for help and advice.

How can I keep my new Mac running fast?

There is no sure way to achieve this as methods vary depending on what kind of Mac you have and how you use it. However, there are some useful general tips that apply as follows:

  • Make sure you completely shut down your Mac at least once every 2 weeks using the ‘Shut Down...’ option from the Apple Menu
  • Try to avoid setting programs to open automatically on start-up unless you really need to. Unnecessary open programs take up system resources and may negatively impact the performance of your Mac
  • Make sure you keep at least 10GB of storage space free on your Mac. Your Mac needs a certain amount of space free to operate efficiently.
  • Try to avoid leaving programs running when you are not using them. This includes additional tabs in Safari/Chrome Firefox or any other Web Browser. Unnecessary open programs and tabs in web browsers take up system resources and may negatively impact the performance of your Mac
  • Try to avoid installing software you do not need.
  • Try to avoid installing updates you do not need. It is tempting to install the newest version of OSX as soon as it comes out, but in the University environment these updates are very often not fully compatible with your system and can cause a number of unforeseen problems.
How should I take care of my power supply?

This applies to MacBook Air’s and MacBook Pro’s which have an external, portable Power Supply Unit (PSU).

Your MacBook cannot function for long without a PSU to recharge it and it is important to look after the PSU.

The most common problem that develops with the PSU is that the thin cable running between the ‘brick’ part of the PSU and the MagSafe 2 connector becomes frayed at one or both ends.

Apple does not class this kind of damage as a fault, and so it becomes necessary to pay for a replacement.

While in use, it is important to avoid placing the cable in situations where it may be tripped over or may be squashed by feet or chairs for example.

 When not in use, the thin part of the cable should be carefully wrapped around the arms that swing out of the brick. It is important however not to pull the cable too tight around the arms and put strain on the point where the cable connects to the brick.

How can I back up the data on my new Mac?

There are a number of different ways to backup the data on your Mac, so this is only a brief summary.

The most common method is to ensure that you copy your files to an external storage device such as a USB hard drive, and Apple has a built in method of doing this called ‘Time Machine’. Time Machine is not always the best solution however, and there are many different ways of copying your data to a backup device of some kind.  Please visit the CORE or contact the TIS Service Desk to discuss alternative back up solutions.

How can I connect my new Mac to a printer?

Due to the wide variety of printers available and the different ways of connecting to them a guide to installing these is not currently available. If you need assistance connecting your Mac to a printer please contact: TIS Service Desk Tel: 01752 5 88588 or email: support@plymouth.ac.uk

How can I connect to my ‘U’ Drive?
  1. Open the 'Finder' application from your dock
  2. Choose 'Go' > select 'Applications'
  3.  Locate 'Self Service' application > click
  4. Select 'Utilities' category from right hand side of 'Self Service' window
  5. Choose 'Mount' button under 'Mount Network Home' application
  6. Once finished (usually takes about 30 secs) the 'U' drive icon should now be visible on your Desktop or in Finder
  7. The icon is mainly blue with three white figurines on it
  How can I install Adobe Creative Cloud applications?
  1. Open the 'Finder' application from your Dock
  2. Click on 'Go' > Applications
  3.  Find the 'Self Service' application > Open
  4. Select 'Adobe Creative Cloud' category from right hand-side of Self-Service menu
  5. Choose application > Install
  6. Application will appear in the 'Applications Folder'.

How can I setup my University email in  Apple OSX Mail?

  1. Open the 'Mail' application in OSX
  2. Select Mail > Preferences
  3.  Choose 'Accounts' icon
  4. Click the '+' symbol (bottom left of window)
  5. Select 'Exchange' > enter name, University email address and University password
  6. Click 'Continue' if presented with a 'Verify Certificate' box
  7. If you see an 'Account Settings' box then enter the following information: Description = your choice > Username  = PU University login username > Password  = PU login password > Server Address = webmail.plymouth.ac.uk > choose 'Continue'
  8. Select the applications you would like to use with your email account > continue
  9. Choose 'General' icon > Save
  10. Close the 'Preferences' window > click on 'Mailbox' > 'Synchronize All Accounts'

How can I setup my University email in Outlook?
  1. Open 'Microsoft Outlook' 
  2. Select Outlook > Preferences
  3. Click 'Accounts' > '+' symbol > select 'Exchange'
  4. Enter your University email address, login username and password for your PU account > 'Add Account'
  5. You should now see the 'Accounts' screen again but with PU account showing. Your account will now begin to synchronise.
How can I set up a VPN on my Mac?
  1. Open 'System Preferences' from the  Apple menu (top left hand of screen)
  2. Choose 'Network' 
  3. Click the padlock > enter username and password if prompted
  4. Click the '+' sign
  5. Select 'VPN' for the 'Interface' and 'PPTP' for the 'VPN Type'
  6. In 'Service Name' field type 'Plymouth University'
  7. Enter vpn.plymouth.ac.uk as the 'Server Address'
  8. Enter your University account name
  9. Click on 'Authentication Settings' > enter your University account password > OK > Apply
  10. Click 'Connect' when you are ready to use the 'VPN' . *Alternatively you can tick the box for 'Show VPN status in menu bar'.  This puts an icon in the top right hand corner of the desktop menu bar which you can click when you are ready to connect
2.16. PlymMac 7

PlymMAC 7 is the name of the Plymouth university centrally managed Apple Macintosh fleet running Mac OS 10.12 (Sierra).

There are four models available as part of the PlymMAC 7 fleet; covering portable working, desk and workstation use:

  • 12 inch Macbook
  • 13 inch Macbook Pro
  • 15 inch Macbook Pro
  • 21 inch iMac 4K Display

See the specifications below:

12 inch Macbook 

1.3 GHz 7th gen dual-core Intel Core i5, Turbo Boost up to 3.2GHz

8GB 1866MHz LPDDR3


Intel HD graphics 615

Weight: 0.92Kg

13 inch Macbook Pro


Macbook Pro 13 Inch - No Touch Bar.

2.3GHz dual-core 7th-generation Intel Core i5 processor

Turbo Boost up to 3.6GHz

Intel Iris Plus Graphics 640

8GB 2133MHz LPDDR3 memory

256GB SSD storage1

Retina display

Two Thunderbolt 3 ports

Weight: 1.37Kg

15 inch MacBook Pro


Macbook Pro 15-Inch - Touch Bar and Touch ID.

2.6GHz 6-core 8th-generation Intel Core i7 processor

Turbo Boost up to 4.3GHz

Radeon Pro 560X with 4GB of GDDR5 memory

16GB 2400MHz DDR4 memory

512GB SSD storage1

Retina display with True Tone

Touch Bar and Touch ID

Four Thunderbolt 3 ports

Weight: 1.83 Kg

21 inch iMac (Desktop)


21.5‑inch iMac with Retina 4K display.

3.0GHz quad-core 7th-generation Intel Core i5 processor, Turbo Boost up to 3.5GHz

16GB 2400MHz DDR4


Radeon Pro 555 with 2GB video memory



The university is officially partnered with Amsys to provide software and hardware support for the managed Mac fleet.

If you wish to place an order for a managed device, please log on to IT Self Service http://ITselfservice.plymouth.ac.uk with your standard University login details, and click ‘Raise a request’.

From the drop-down menu, choose ‘New Mac Desktop / Mac Laptop / iPad’ and complete the requirements with all the information requested.

Please also include requirements for peripherals required i.e. monitor


  • when ordering a monitor you will need to order a PC monitor as this is the monitor type we offer with a Mac device, excluding the iMac. 
  • Keyboard and mouse need to be ordered separately and paid for by your faculty.


When requesting the device you will need to have a strong business justification as to why you want an Apple device in comparison to a fleet Windows device. Most needs can be catered for by a Windows device. You will also need to provide details of your software requirements.

Details of the current PC fleet offerings are available here

If you have any queries regarding this process or around the PlymMAC 7 fleet, please phone the service desk on 01752 588588 or log on to IT Self Service (http://ITselfservice.plymouth.ac.uk) with your standard University login details and raise a call asking for advice. 

2.17. Windows 7 Service

The University Windows 7 project forms part of a Service Transition project and will deliver a managed desktop service in conjunction with the roll out of new hardware provided via PlymDesk6.

2.17.1. Using System restore in Windows 7

Using Windows 7 System Restore


The System Restore utility in Windows is an extremely valuable tool to help solve major problems.

Most major issues in Windows 7 are caused by problems with the Windows Registry, device drivers, and System files. When a restore point is created, a current copy of these and other important files in Windows 7 are saved and can be restored using System Restore.

How to use system restore

The linked instructions detail the steps to follow to restore your PC/laptop to an earlier date. They have been amended to reflect restoring your PC should you have been affected by the Major Incident 25/10/13, loss of network access. Should the restore fail please contact the TIS Service Desk on extension 88588 or email support@plymouth.ac.uk with your contact details. 


2.17.2. PD6 Laptop taking a long time to start-up
When working away from the office, your laptop may take a long time to start-up and/or run slowly.  There are several things you can do to alleviate this problem:
1.   Synchronise your U:/ Drive to be "Always available off-line".  See related article on how to do this.
2.   Turn Wireless off before shutting down.  You can do this by holding down the FN key and then pressing F8.   You will see several circles appear on the screen, the first one should be for turning on/off wireless.  Each time you press F8 the next circle will be highlighted. When the first option is highlighted, release the F8 key.  The wireless indicator at the bottom of the mouse pad should now be off.  If it is still on, repeat the action.
3.   Don't shut-down the laptop when you leave the office.  Disconnect the laptop from the docking station using the "safely remove hardware" icon and selecting "Eject docking station" then close the lid.  You may need to "unlock" the laptop when you get home.
2.17.3. U:\ Drive Service Retirement

Removal of U: Drives


One the 1st September the U: Drive file space will be removed from service so that the servers can be decommissioned.  The U: Drives have not been issued to new students since the Autumn of 2016 and have been replaced by the OneDrive for Business provided as part of your Office 365 account.


What is the U: Drive?

The U: Drive is a mapped drive on University Windows PCs to a network file share provided for staff and students to store personal files relating to their work or studies. Each user was allocated and provided a maximum quota of 100MB of storage space.


Why is the U: Drive being removed?

The U: Drive and associated storage space is being removed as OneDrive for Business provides far more storage and additional features. This allows for the decommission of the on-premise servers in the data centre that provide the file storage for the U: Drives.


When is the U: Drive being removed?

You will be unable to access your U: Drive from 1st September 2019


What is replacing the U: Drive?

OneDrive for Business is replacing the U: Drive, which provides a far larger storage space of 1TB with added features allowing for offline access, sharing and online collaboration.


How do I migrate my files to OneDrive for Business?

Instructions on how to migrate your files from U: Drive to OneDrive for Business can be found in the Official Document Centre on SharePoint.


I can still see the U: Drive on my PC but I can't access it

This is because the networked file space share that the U: Drive is mapped to has been removed. The next time you logoff your PC the mapped U: Drive will be removed from your PC.


Unit-e stores reports on the U: Drive. Where will these reports be stored?

Unit-e does require a U: Drive mapping in order to run reports. However if you are a Unit-e user and run a report without a U: Drive mapped, Unit-e will automatically map a U: Drive to your local 'Documents' directory on your PC.


Doesn't the Internet Explorer browser store Favourites in the U: Drive?

As part of the roll out of Windows 10 the dependency of Internet Explorer using the U: Drive to store and access Favourites was removed. You can copy your Favourites to your OneDrive for Business account or import them into the Google Chrome browser.


I’ve lost access to the U: Drive. How do I get my data back?

If you have lost access to your U: Drive but still need access to the data, it will be kept for a couple of weeks after the U: Drive has been removed. To get a copy of your data before it is deleted please contact the Service Desk:


IT Self Service: https://itselfservice.plymouth.ac.uk

Tel: 01752 588588

2.17.4. Shortcuts have disappeared from my desktop

Missing Desktop Shortcuts in Windows 7

On your Windows 7 PC, shortcuts that you have previously created may disappear from your desktop.

Shortcuts can disappear when there are more than four “broken” shortcuts on the desktop because the System Maintenance troubleshooter automatically removes them.

For example, if you create five or more shortcuts on the desktop and the shortcuts are pointed to an external location such as a network drive, or a removable storage device, and then the computer is disconnected from the network, or the removable device is disconnected from the computer, the System Maintenance troubleshooter will treat the links as “broken” and will remove the shortcuts from the desktop.

What is a broken link/shortcut? 

A "broken" shortcut is a shortcut to a file, folder or network drive that may not always be available.

We recommend that you…..

Keep the number of shortcuts on your desktop to four or less and only keep the ones you use most frequently. 

If you use more than 4 shortcuts and need to access them regularly, you can create a folder on your desktop and move the shortcuts into the folder.  As the shortcuts in the folder are not sitting directly on the desktop, they will not be removed. 

2.17.5. Windows7 Help and Training
 Where can I find help and training information on Windows7?

 Click here for access to the Windows7 Help & Training pages.


2.17.6. What is User Account Control (UAC)?
User Account Control (UAC) is a feature in Windows that can help prevent unauthorized changes to your computer.  UAC improves the security of Microsoft Windows by limiting application software to standard user privileges until an administrator authorizes an increase or elevation in permissions.  In this way, only applications trusted by the user may receive administrative privileges.  This should, in turn, minimise the risk of malware compromising the operating system.
Further information can be found here.
2.17.7. User Account Control Virtualisation
The Windows 7 desktop service has User Account Control (UAC) turned on.  This means that, even if you are a local administrator, most of the time you are running application software as a standard user.  Running applications as a standard user prevents the system from writing files to secure areas such as directly to the C:\ drive (root of C:\) or C:\Program Files, i.e. if you try to save a Word document to the root of C: you are presented with an error message stating you cannot save here and would you like to write to My Documents instead.
Some applications have a feature called UAC Virtualisation.  This virtualises actions, such as saving web pages to the root of C: (prevented by the fact you are running the application as a standard user) and actually saves the files in a "virtual store" located at C:\Users\username\AppData\Local\VirtualStore.  Internet Explorer (IE) and 7zip are examples of applications that use the virtual store.
For example: If you use Internet Explorer(IE) to save a web page to the root of C:, it will perform the action but it will actually save the file in the virtual store.  This means that if you navigate to the root of C: looking for a saved web page you will not see it.  However, if you open IE and then go to File, Open, and browse to the root of C: it will be visible as “UAC virtualisation” has combined the actual root of C: and the virtual store.
2.17.8. What can I do with Speech Recognition?
Work with programs and dictate text without a mouse or a keyboard  (1 mins, Article)
Use your voice to dictate text and control your computer.
2.17.9. Windows 7; Using Narrator and Text to Speech

Menus, messages, and other text can all be read aloud while you work  (1 mins, Reference Topic)


Get answers to questions about Narrator and other text-to-speech programs that read on-screen text aloud.

2.17.10. Windows 7; Using the Ease of Access Centre
Use Ease of Access Center to adjust settings and programs that can help make your computer easier to see, hear, and use.




2.17.11. Windows 7; Making items on the screen appear bigger (Magnifier)

Make things on the screen bigger as you work  (1 minute, Short Topic)


Use Magnifier to make items on the screen appear larger.


2.17.12. 32-bit versus 64-bit Windows 7 Operating System
There are many legacy applications and devices across the organisation that will not work with the Windows 7 64-bit Operating System (OS) e.g. no 64-bit drivers for equipment that is too expensive to update quickly.  After assessing Business needs and the risk of legacy applications and devices not working TIS concentrated on the development of a Windows 7 32-bit managed service.
TIS also identified that there is a small pool of staff that require the functionality of Windows 7 64-bit. In order to meet these users’ business requirements, such as high end data manipulation, a limited Windows 7 64-bit image was created.  At this stage we need to be sure that only essential operations, where the consequences have been fully considered, are transferred to the 64-bit service. 
Business priorities and needs will inform our decisions as to future service enhancement efforts.
If you have a business need for using a Windows 7 64-bit OS please read the related article below.
2.17.13. Windows 7 64-bit Operating System option

If you believe that your business needs require a Windows 7 64-bit Operating System (OS) you should first consider the limitations of the current 64-bit OS service described in this article. 
Installation of a Windows 7 64-bit OS should only be considered where performance under 32-bit is unacceptable, or where certain essential tasks are not possible without the 64-bit service (for example: running data analysis that fails entirely with less than 4+GB of memory, or that has an impact on the business due to excessive time needed to run). 
The currently available 64-bit OS includes only a limited software service comparable to that on the Hybrid image listed on the TIS Computing pages of the Intranet. Other software that is available through Run Advertised Programs on the 32-bit Windows 7 Hybrid image (e.g. EndNote), will not be available on the 64-bit image.
Configuration of all other software, hardware drivers etc. becomes the responsibility of the individual (or local Faculty IT support if available) to install and maintain.  This includes licenses, software installation and hardware configurations needed by the user. Please also ensure that you have access to all the installation media & licence keys for any software you require and that you have checked that all the software & peripherals you use are supported on Windows 7 64-bit.
We require the approval of your request from a relevant senior manager.
Should you wish to go ahead with the installation of the 64-bit OS please complete the attached form and return it to the Service Desk for processing.
Note: When you open the form, click on "enable editing" at the top of the page in order to complete it.
2.18. Accounts
2.18.1. Getting an IT account


New staff and researchers should contact Human Resources where they will be given their user name and password together with a copy of the University's rules and regulations on using computing facilities. You should change your password regularly to ensure the security of your account. Nobody but yourself should know your password.


All students have to be registered with the university in order to use the computing facilities.

Computing usernames and passwords, which uniquely identifies you and allows you to use the computing facilities, are obtained as part of the online enrolment process at www.plymouth.ac.uk/applicants

Additionally, if you are not able to use the online enrolment process (your faculty will be able to explain this to you), usernames and passwords can be obtained by registering for your computer account at www.plymouth.ac.uk/register

You will be advised of your username and will create your password during this process – please keep a note of these details.

Your username normally consists of your initial(s) followed by your surname without spaces or punctuation.

However, if an existing user has the same initial and surname as you, your username may consist of your initial, surname and a number to uniquely identify you i.e. John Smith could be jsmith or jsmith1, jsmith2 etc.

You will create your own password, which is case sensitive, when you register for your computing account.

Change Password
To change your password, use the Change Password link at the top right of the homepage of your Student Portal and follow the instructions. 

2.18.2. How do I change my password?
  1. Log in to the University Portal
  2. Click on the 'cog' icon at the top right of the page, then select Change your password from the drop down menu.

    (Note: You can also find the cog icon on the top menu of other Office 365 online tools that you may frequently use, such as: email, calendar, OneDrive, and SharePoint sites.)


  3. To set a new password you will need to provide your existing/old password.


Please note that you may also need to re-enter your password on your own computer when using Office 365 applications and OneDrive, and in places where it may have been previously saved within a browser. 

You will also need to update your password on your mobile devices and tablets (i.e. on any device that is linked to your University computing account.


Forgotten your password?

If you have forgotten your current password and need to change it, please contact the Service Desk via https://itselfservice.plymouth.ac.uk or by calling 01752 588588.


Encountering error messages?

You may encounter one of the following errors when attempting to change your password:


  Reason for error:

The system has detected that your new password contains a commonly used or easy-to-guess word or phrase.

For example, you might have entered ‘P@ssword’, which is only a slight variation of the word ‘password’, and therefore may be easy to guess.

The system has a predetermined list of words or phrases which are not permitted because they meet the above mentioned criteria. Your new password has matched with one of these and is therefore not suitable to use.

Choose another password and try again.

  Reason for error:
The required criteria have not all been met.

The following criteria must be adhered to when setting a password:

•    It must contain at least 9 characters

•    It must include at least one capital letter

•    It must include at least one numerical character

•    It must include at least one special character, such as ! ” £ $ % ^ & * ( ) , . ? /

•    You cannot use either of the two previous passwords you set, or a slight variation of a previous password (e.g. you will not be permitted to use your previous password with an additional number on the end).

Choose another password which meets all of the above criteria and try again. Guidance for creating strong passwords

Why do we need a strong password, and what is it?

As the number of online University services increases, the importance of good password security also increases. Having a strong password is in line with best practice and will help protect your online identity, personal data, intellectual property and university systems, data and reputation. 
There has also been a rise in threats that seek to capture staff passwords (e.g. via targeted phishing messages and through malware); periodically changing your password closes the window of opportunity if your account has been compromised and gone unnoticed. It should be noted that attackers will not necessarily be looking to access a specific user’s account in order to get access to their system/data, but rather to get a foot in the door that could enable a wider compromise of the University network.

A strong password that uses an increased length and range of characters reduces the susceptibility to automated cracking tools. Your computer account is therefore required to have a strong password to ensure the best possible protection. It must:

  • be a minimum length of 9 characters
  • include one or more upper case characters: e.g. A, B, C
  • include one or more lower case characters: e.g. a, b, c
  • include one or more numeric characters: e.g. 1, 2, 3
  • include one or more special characters: e.g. ! $ % & ‘ ( ) - . ^ _ { } [NB: if you also use mobile technology, please note that not all these characters are supported by older devices. Check before choosing your new password.]

Within the requirements of the above, it is still possible to choose a strong password that would still appear random but be memorable to you. For example, you could think of a phrase and then use the letters to form the password. So something like ...

Eskimo shoes could become: Esk1m0-Sh0Es or Basking Shark could become: 8aSk!ngShark

Following 12 incorrect login attempts, the user account in question will be locked out – i.e. unable to login. This lockout will be enforced for a duration of 30 minutes after which the user account will unlock again.

You will also need to provide additional security information for verification purposes when setting your strong password. This will be the answers to two of the three questions you selected when you set up your computing account.
If you need support for any reason during this process, please contact the TIS Service Desk here or call (01752 588588), and a member of staff will get back to you promptly. 
2.18.3. Visitor computing accounts - Details and how to apply.

What is a visitor computing account?

A visitor account allows temporary computing access and is issued to short-term guests of the University. The account enables the visitor to get basic access to computing services such as: 

  • WiFi through our EDUROAM network
  • Computers within Open Access areas.

How long can a visitor have a computing account for?

A visitor account can be issued for a maximum of two weeks. If the user requires longer-term access, a discretionary account may be more suitable. 

How do I apply?

If a visitor requires a temporary account, their host (i.e. the person they’re visiting) should contact the Service Desk with the following information.
  • Name of visitor
  • Duration of stay
  • Purpose of visit
  • Visitor’s contact details

You can contact the Service Desk on 01752 588588, or raise a 'New visitor account' request via IT Self Service.

2.18.4. Discretionary Computing Accounts

A discretionary computing account may be available for someone who does not fall into an existing user category, including the following:

  • Formation Zone accounts
  • Student Union Staff
  • University of Exeter Medical accounts
  • Professional development accounts
  • Registered University Teacher (RUT) access
  • Retired staff
  • Working partners
  • Voluntary workers
  • Guests of faculty and VIPs

This type of computing account provides access to core software, email and the Digital Learning Environment. It does not include access to license restricted e-resources.

Discretionary account holders are also not entitled to be issued with a University of Plymouth Computer.

Please note: Staff Computing Accounts are for ‘full’ members of staff at the University and are processed internally. These happen automatically and do not need to be requested.


How to apply for a discretionary computing account 

Applications will need to be ‘sponsored’ by an existing managerial member of staff who is fully familiar with the work being undertaken by the discretionary member. Sponsors of retired staff will be the appropriate Dean or Head of School.

The discretionary membership will last for a maximum of one year after which the account will be terminated. If continued use is required, then a further application needs to be submitted.

The University reserves the right to refuse discretionary membership and may on reasonable grounds withdraw the use of the account without prior notice.

You can raise a request for a discretionary computing account via the IT self-service portal. Please ensure a completed Discretionary Membership Application form is attached to your request.  The form is available via the attachments section below.


If you have any queries, please phone the service desk via 01752 588588 or raise a new support request via the IT Self-service portal: https://itselfservice.plymouth.ac.uk

2.18.5. Experiencing a problem with your University IT account?
For any problems with your IT account, such as logging in to a service or accessing the DLE etc. please contact the following departments.


Please visit the library, or contact Library and IT Enquiries on (01752 5) 88588 - choose the student option, or email libraryanditenquiries@plymouth.ac.uk for assistance.


Please contact the Service Desk on (01752 5) 88588 - choose the staff option.

Alternatively, you can use IT Self Service to report problems or request advice. 

2.18.6. Computer account disablement for students

Closure of IT accounts for departing students

IT accounts will be disabled mid-October following graduation for departing students, with reduced functionality from the date you complete your course (generally mid-July).

You should check your University email regularly over the summer for:
  • information on graduation; and
  • notification of the date your IT account will be disabled;

If you are starting a new course next year, it may be possible to arrange temporary associate membership over the summer. Please speak to a member of staff in the library.

If you have concerns about your finishing date, check the date with your faculty to ensure you remain on the student records system until the correct date.

If you are finishing your course this year, it is important that you save your data before your computer account is disabled.

  • It is your responsibility to make copies of any files you need. This includes everything stored in your OneDrive.
  • If your faculty wants to keep any work you have done, either you or the department must make arrangements for the files to be moved before your IT account is disabled.
  • Files can't be recovered once your IT account is disabled.

  • It is your responsibility to redirect your university email and inform your contacts of your new email address.
  • Email redirection will stop once your IT account is disabled.
  • Emails can't be recovered once your IT account is disabled.

Office 365

During your time as a student here at the University you may well have downloaded Office apps like Word and Excel to your own computer or devices, or you may be using OneDrive to store files online.

You are able to do this because we've purchased a license for our students and staff to use it all for free.

This level of access will change on the day when you complete your course at the University.

When this date is reached, you will have a period of approximately one month to use Office 365 installed on your own computer device before Microsoft limits your access to the software, leaving you with reduced functionality. You will be able to access and read your files but not edit them. If you want to keep using Office 365, Microsoft will offer you the option to continue on the same basis as before once you have purchased a personal subscription.

Online versions of the Office applications, OneDrive and your University email account will remain in active until your IT account is disabled.

Web pages
  • You should inform people who have linked to your web pages (if appropriate) that they will cease to exist when your account is disabled.

  • If you have any credit on your university card, you can use it to pay library charges or use it in a café on campus.

Library accounts

Library membership expires at the end of your course. Please note:
  • All materials must be returned and any charges cleared from your account.
  • Your university card will allow you access to the library until your computing account is closed.

If you have any queries about your computing account please contact LibraryandITenquiries@plymouth.ac.uk or telephone (01752) 588588
2.18.7. Staff Leavers: account disablement and removal

Staff leavers: IT accounts

A list of leavers is supplied by HR each week; accounts are normally disabled from log-in midweek following the leaving date.  Once the account is disabled, all associated groups and job details are removed.

The account is held as disabled for 3 months to enable the user to apply an out-of-office message indicating that they no longer work for Plymouth University.  Also, this enables quick reactivation if needed.

External email can be redirected for 3 months whilst the account is disabled; this is offered by HR in the leaver’s letter.
After 3 months, the account may be removed and data deleted.  Details are kept internally in case of audit.

Discretionary accounts may be applicable to leavers with an on-going role affiliated to the university; see the adjacent article for details.
2.19. Applications
2.19.1. Email Outlook - Delay Delivery

Microsoft Outlook delay delivery feature

A helpful feature in Microsoft Outlook allows you to delay delivery of all messages, meaning they'll be held in your outbox folder for anything from 1 minute up to 2 hours, giving you time to stop them if needed.

See https://support.microsoft.com/en-gb/office/delay-or-schedule-sending-email-messages-026af69f-c287-490a-a72f-6c65793744ba#__toc294769135 for information on how to set this helpful feature up.

Please note, there are two important caveats apply to this feature;

1.      This rule only works when running Outlook for Windows.  It is not available in Outlook for iOS or Android, or Outlook for Mac.

2.      If you use this feature it’s important to check all emails have sent (i.e. the Outbox is empty) before you close Outlook, otherwise they will not send until you start Outlook again. Email Protocol Information

Email Protocol Information - Supported Email Protocols as of 26 August 2020

What's changed?

As of Wednesday 26th August the way our staff and students access email is changing.  The support for three legacy mail protocols (IMAP, POP3 and SMTP) is being turned off, and any email applications using those protocols will stop working on that date.  Affected applications include Mozilla Thunderbird, Evolution & Kmail on Linux and Spark and MacOS Mail (using IMAP/POP/SMTP) on Apple Mac.


Why is it changing?

There are a number of reasons why this decision was made;

  1. These protocols (some of which date back to the 1980's) are increasingly being used by hackers to compromise email accounts in the University.
  2. The security detection and prevention options available using modern authentication methods (e.g. multi-factor authentication and conditional access) are not available on these legacy protocols.  Continuing to allow their use increases the risk of account compromise, and potentially the theft of personally identifiable information or valuable intellectual property, with the potential financial and reputational damage which would result.
  3. Article 25 of the EU General Data Protection Regulation requires the University to implement appropriate technical and organisational measures to protect personal data, taking into account "the state of the art" [1], and continuing to support legacy authentication methods would not be compliant with this requirement.
  4. In the second half of 2021, Microsoft will turn off this functionality permanently, so this change is inevitable.


What do I need to do?

  • If you use a current version of Outlook (Outlook 2016, 2019 or Outlook 365 on Mac and Windows or Outlook for iOS and Android) then you don't need to do anything.
  • If your email application is setup to use IMAP, POP or SMTP then you need to move to a supported mail client.  We recommend using Outlook, as it is available on most platforms and devices.  If you are using Linux, your best option is to use webmail (https://webmail.plymouth.ac.uk) which will redirect to Outlook Online, which gives a modern user experience without needing a client. 
  • Linux users may wish to explore alternative email applications, but should be aware that those which rely on Exchange Web Services are likely to stop working in 2021 Q3 or Q4, when all legacy authentication protocols (as defined at https://docs.microsoft.com/en-us/azure/active-directory/conditional-access/block-legacy-authentication) are turned off. Accessing generic mailboxes via Office 365 Redirecting email

Staff and students can redirect their email if required.

We recommend all students set up email forwarding if they don't regularly check their student email account, to avoid missing important communications.

For information on how to set this up, see how to forward email to another account.

Find out more about your Office 365 account Setting up a new outlook profile or adding mailboxes. Office 365

Office 365 migration outlook client issues

If you have recently had your staff account migrated to office 365, you may find that outlook is unable to connect to the email server, or you may have difficulties accessing additional mailboxes that you have added within outlook.

The attached guide will take you through the steps to set up a new outlook profile and re-attach any additional mailboxes that you need to access. Access email from home
Can I get to my email from home ?


Yes. The portal is a web-based service, so it can be used to access your emails and other University resources from any PC connected to the internet, using your unique username and password.

The portal address is:
Staff:         https://portal.plymouth.ac.uk 
Please click the 'My Email' Icon once you are signed into the portal Connecting to another mailbox in Outlook

The linked document illustrates how to add an email account (which you have permissions for) to your Outlook profile.

Example uses include: an account for which you have delegate access if you are a PA, or an umbrella account accessible by a number of staff equally such as 'example-event@plymouth.ac.uk'. Blocked attachments & Zip files

To protect the system from viruses and other harmful programs, potentially harmful attachments may be blocked by the Exchange system. The types of files that are not allowed include: exe, vbs, js, mdb (ie. executables, visual basic script, java script, Access database).
If you need to receive a file of this type you must ask the sender to send it as a 'Zip' file. A Zip file is sometimes called an 'archive' file. The Zip file itself is just really a container ... it holds the real files inside it. The purpose behind the Zip file is transportation and storage.
Software for Zip files
Plymouth University uses '7 - Zip' as a file archiver. Online FAQ for 7 - Zip can be found here Calendars Calendar 12 month display
   Q:   How do I make my calendar display 12 months ?


In Outlook, go to Tools/Options in the menu then click the Calendar Options button. In the Calendar Options window click on Free/Busy Options, then Other Free/Busy.... and type 12 in the Publish box.

Click OK to close each window. What is the group option for in Outlook calendars
Q. What is the group option for in Outlook calendars?
A. You can create a new group and moved shared calendars to that group to keep organised & easier to manage if you have several shared calendars to work with.

To create a group:

1. In Calendar view, choose the Home tab & Calendar Group.
2. Click Create New Calendar Group and type a name for the group.
3. Search for the names of the people whose calendars you want to add to your group. Then from the Search results, add selected names one-by-one to the Group Members list at the bottom of the dialogue box.
4. Click OK to confirm. Changing email format


Outlook uses  MS Word 2010 as its default editor.

To change the format to Rich Text Format (RTF) or Hyper Text Mark-up Language (HTML):

  • click on the Tools menu and choose Options
  • click the Mail Format tab
  • select the format for your messages by selecting an option from the Message Format drop down list. Contacts Viewing your contacts list


In Outlook go to ...

  • Tools
  • Account Settings
  • Address Books 
  • New
  • Additional address books
  • Next
  • Select Outlook Address book
  • Next

Exit Outlook

Go back into Outlook (You need to do this for each folder you wish to see)

From the Folder list (View > Folder list) right click on your Contacts Folder, choose Properties, select the Outlook Address Book Tab, tick beside Show this folder as an email address book.

This should allow Contacts to be viewed in the drop down menu in the address book Exporting Contacts or folders
   Q:   How do I export my Outlook contacts list or other folder ?


You must first highlight the folder to export by selecting it in the folder list.

This could be your contacts, notes or calendar for instance:

  • go to File/Import and Export in the menu and choose Export to a file, click Next
  • select Comma Separated Values (Windows) and then Next
  • confirm that you have selected the correct folder and browse to the location where you wish to save the exported folder then click OK
  • click Finish to confirm the operation. Delegate accounts and private email
Q: Why can't I see all the items in a shared mailbox? 
A:  The Microsoft Outlook client is designed to filter messages marked as private so that only the intended recipient is able to view the message in their inbox.  The filtering process prevents delegates from viewing the contents of private messages that were intended for the original recipient only.

This means that if you add another user’s mailbox or a delegated generic account to your Microsoft Outlook profile, when you open this other mailbox, you are not able to view messages that are marked private.

To enable delegates to see messages marked as private, follow these steps in Outlook.

1.    The Originators (shared) account must set this up for all delegates

2.    On the Tools menu, click Options, then click Delegates tab

3.    Click Permissions and assign reviewer permissions (or higher) to the inbox

4.    Click to select the “Delegate can see my private items” check box

5.    Click OK and then Apply

Please note that once you have allowed this then all emails marked private will be able to be read within your mailbox by your delegates.

Tip: It would be good practice to login to Generic accounts and set up this access for all delegates of the account, in case someone does send an email marked private. How do I digitally sign and encrypt email using Outlook? Email address
   Q:   What's my email address ?


You can check by looking on your portal page or in the Outlook Address Books.

Note: Your display-name is usually forename.surname but it may contain an initial or a number where there are duplicates.

  • UoP staff:  display-name@plymouth.ac.uk
  • UoP student:  display-name@students.plymouth.ac.uk
  • UoP postgraduate student:  display-name@postgrad.plymouth.ac.uk  
  • PCMD student:  display-name@students.pcmd.ac.uk
  • Peninsula Medical School (PMS) staff:   display-name@pms.ac.uk
  • PMS student and postgrad:   display-name@students.pms.ac.uk
  • Peninsula Allied Health Collaboration (PAHC) student:   display-name@students.pahc.ac.uk Grouping in Outlook
Q. How do I Switch off grouping in Outlook so it does not split it into today, yesterday, etc?
A. Go the the View menu in Outlook, choose Arrange By and uncheck 'Show in Groups'. Mailbox size - check
   Q:   Can I check the size of my mailbox?


Staff can find out the size of their mailbox and any Outlook folder:

• Click on File and select Mailbox Cleanup from Cleanup Tools and click on the View Mailbox Size button to see the size your inbox and each folder within it.

The total size of the mailbox and subsequent folders will be displayed (where 1000K = approx 1MB). Message Header
   Q:   How do I find the full header in an email message ?

Open the email message and click on the arrow to open up the Options menu box.
The window that opens will show the message's full header, labelled Internet headers. This describes the route the message has taken to your mailbox.
In case of problems with message delivery you may be asked to give this information to our support staff. You can copy and paste it into an email or document if necessary.

This is an example route and email could take:

Microsoft Mail Internet Headers Version 2.0
Received: from ils200.uopnet.plymouth.ac.uk ([]) by 03-CSEXCH.uopnet.plymouth.ac.uk with Microsoft SMTPSVC(6.0.3790.211);
Wed, 9 Feb 2005 06:30:14 +0000
Received: FROM tracy.csd.plymouth.ac.uk BY ils200.uopnet.plymouth.ac.uk ; Wed Feb 09 06:19:53 2005 0000
Received: from mercury.ex.ac.uk ([])
by tracy.csd.plymouth.ac.uk with esmtp (Exim 4.43)
id 1CylMX-0002aL-8u
for g.dean@plymouth.ac.uk; Wed, 09 Feb 2005 06:30:09 +0000
Received: from [] (helo=cen.ex.ac.uk)
by mercury.ex.ac.uk with esmtp (Exim 4.41)
id 1CylMX-00yj2S-3M; Wed, 09 Feb 2005 06:30:09 +0000
From: root@exeter.ac.uk
Date: Wed, 9 Feb 2005 06:30:08 GMT
Message-Id: <162875897.200502090630@cen.ex.ac.uk>
To: peter.rayment@pms.ac.uk, natalie.heath@pms.ac.uk, rebecca.pearce@pms.ac.uk,
G.Dean@plymouth.ac.uk, S.L.Grange@exeter.ac.uk
Subject: Exeter PMS student updates
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X-OriginalArrivalTime: 09 Feb 2005 06:30:14.0182 (UTC) FILETIME=[D02F6460:01C50E70] Out of office
   Q:   Can I use Outlook to let people know I am on leave?


Yes.  Outlook has a useful feature called the Out of Office Assistant which allows you to send a message to senders even when your PC is switched off.

To set up the Out of Office Assistant:

  • click on the Tools menu and select Out of Office Assistant to open the dialogue box
  • select I am currently Out of the Office
  • click in the AutoReply only once to each sender with the following text: window and type the message you want people to receive
  • click OK

The first time you log in to Outlook after switching on the Out of Office Assistant, you will be reminded that it is on and asked if you wish to switch it off.

Running Rules in the Out of Office Assistant:
You can set up the Out of Office Assistant to process your rules i.e. you may be expecting mail that needs to be dealt with immediately so you can set up a rule that will forward messages received by a particular person.

These instructions will allow you to send an Out of Office message as well as forward any mail you receive from a specific person:

  • click on the Add Rule button to open the Edit Rule dialogue box
  • click on the From button, select a name and click OK to confirm
  • click the Forward tick box to select it, click the To button and select the name of the person you wish to forward the mail to
  • click OK and notice that the rule appears in the dialogue box window
  • click OK to finish Personal distribution lists
   Q:   How do I create a personal email distribution list ?

  • Create a new distribution list in your Outlook Contacts folder by clicking New Contact Group.
  • Name your group and click Add Members; you can add members from your Outlook contacts, your address book or by adding a new email contact.
  • Choose where to find your contacts and double click the contacts names.
  • When you have finished choosing your contacts click OK and the names will be displayed in the members list.
  • Click Save & Close
  • The new distribution list will now be in your Contacts. Phishing emails


What is phishing?

Phishing is the name given to the practice of sending emails purporting to come from a genuine company or organisation operating on the Internet.  These scam emails attempt to deceive the recipients into entering confidential information such as credit card or bank details, passwords and account data.  The links contained within the message are false, and often re-direct the user to a fake web site.  Many fake emails can look very convincing, complete with company logos and links that seem to take you through to the company website, although this too will be a fake.

How can I tell if an email is genuine or fake?

You need to be alert to the threat as there are often common clues that may help you identify a phishing email. For example, you may find that the email:

•    Has come from an unexpected email address (e.g. @hotmail.com, @gmail.com or @yahoo.com) instead of one associated with the organisation that is claiming to be contacting you.

•    However, you should never respond to any email including internal email addresses, that ask you to provide confidential information even if the email appears to come from a genuine source.  The University will never ask for such information via email.

•    May contain poor spelling and grammar, and/or a lot of capital letters

•    Warns of a big change but has no email address or phone number for further information

•    The message will have minimal content other than a link or button to click through to a web page that prompts for your user ID and password.

What happens if I respond to a phishing email? 

If you unsuspectingly divulge your University account username and password to a third party, you could be putting yourself and the University at risk.

•    Your email address may be accessed and used to send tens of thousands of spam emails to others.

•    Microsoft will place a block on your email account for 14 days (2 weeks), during this time you will not be able to send email from your university email address.

•    Compromised accounts could lead to email from Plymouth University being delayed or blocked by other universities and Internet Service Providers (ISPs) including our main provider Microsoft.

•    If you handover you login credentials the attackers could access the record systems to steal your bank details, home address, national insurance number and employment details – all of the ingredients needed to commit financial fraud and identity theft.

•    You will have given an unknown third party access to all university data that you have access to.

•    The University’s public image could be damaged if vital information is hacked e.g. from student or staff records.

•    Other students and staff are at risk from hacking and may be denied access to other services .


Isn’t my account protected?

The University detects and blocks some 10000 attacks every month. But sometimes the protection is breached, usually from an internal source and so it is inevitable that a small percentage of this constantly evolving phishing threat will make it through to your inbox - before being identified and blocked from causing further disruption.

How can I stay safe?

Use the following tips to protect yourself and the University.

  • Never disclose personal information in response to an email. University staff will never ask you to reveal your login details via an email
  • Never type your username/password details into an unknown website that has opened after clicking a link in an email
  • Treat your University IT account details as highly confidential and a way of accessing sensitive information – never disclose your login ID or password to anyone outside the University
  • Avoid using your University account password on other internet services outside the University
  • Look carefully at who the email is from and the content. If it is not an email you were expecting or it is inviting you do something suspicious or unexpected then review the content against the ‘five things’ NB it may have been sent from a compromised Plymouth University email address – DO NOT respond to any request for your password or confidential details.
  • Even if you suspect an email message may be genuine, do not click the links within the mail message.
  • Does the e-mail contents make sense?  Are there obvious spelling/Grammar mistakes?
  • If in doubt telephone the sender to check if it is genuine
  • To report a phishing email, please forward the email to:

      Staff:  Uop.phishing@plymouth.ac.uk
      Students:  Uop.phishing@students.plymouth.ac.uk
      Post Graduates:  Uop.phishing@postgrad.plymouth.ac.uk

  • If you need further advice phone the service desk on 01752 588588.


Remember, the only person who needs to know your password is you. Do not trust any email that asks you to provide your login information.


·         If you suspect your account has been compromised, IMMEDIATELY contact the service desk via 01752 588588 to re-secure your account.


If you need any further advice on spotting phishing email, please review the links below for further information and reading

Billy the Seagull goes phishing
Anatomy of a Phishing Message (a webcast produced by Professor Steve Furnell)
Social engineering: Exploiting the weakest links
University IT Policies, Rules and regulations What is POP3?
Post Office Protocol version 3 (POP3) is used to retrieve email from a remote server over an IP connection.  The University does not support POP3 access to the email service. Recall email message
   Q:   Can I recall an email once it’s been sent ?



  • go to the Sent Items box and open up the mail you wish to recall
  • go to Actions and click on Recall this message
  • select the Delete option you'd like to use

If the recall is successful then you will receive a notification.

However, it may be that the message is beyond recall. Restore deleted messages


If you use Outlook 2010 click on the Folder Tab, then click Recover Deleted Items. Select the items in the pop up window you wish to restore and then click on the envelope icon to recover the selected items.

You can then select which messages to restore. However, these messages are only available for restoration for about 21 days.

If you use Outlook Web Access select Options on the left-hand side of the page and Deleted Items in the list of options.

You can then retrieve some or all of your deleted messages. Set Outlook for the web default reply behaviour

The default action for the reply button in Outlook on the Web is 'Reply to all'. This may catch out some users who are expecting the button to be a simple 'Reply' to the sender.

By default, the button that appears in the reading pane is 'Reply all'. (To send a one off Reply to sender, you can select 'Reply' by clicking the down arrow on the right hand side and selecting 'Reply' from the list.)

To change the default button behaviour from 'Reply all' to 'Reply to sender', click the Settings cog in the top right of the page.


In the menu that appears, click on 'Mail' under the 'Your app settings' heading. 


In the 'Mail' settings panel that appears, click on 'Reply settings in the 'Automatic processing' section.


On the Reply settings page, change the setting for 'Make my default response:' to 'Reply'.


 Now when you view an email, the default action for the Reply button will be 'Reply' (to sender). Shortcut to another mailbox
   Q:   How do I view someone else's mailbox in Outlook ?


To do this you must be given Read access to the other person’s mailbox (or folder). When this is done:

  • go the File menu in Outlook and choose Open > Other user's folder ...
  • enter the name of the person or browse the directory by pressing Name
  • select the person and click Ok.

You will now be able to see their mailbox (or folder). Signature
   Q:   How do I insert a signature in an email ?


Using Outlook 2010:

To insert a signature into a message:

Click on the New E-mail and click on Signature > Signatures
The Signatures and Stationery dialogue box is displayed showing any signatures that have been created; you can add, edit or remove signatures here.
When you create a new message your signature will be inserted automatically. To change to another signature you can right-click on the default signature and choose one from the shortcut menu.

Using Outlook Web access:

Click on Options and under Messaging you can create or edit your email signature. Click on Save.

Your signature will now appear on all new emails. SPAM and Junk mail
   Q:   How do I stop all this junk mail, spam and viruses ?


You can limit the amount of junk mail by not signing up to Internet groups, mailing lists, etc. Organisations will pass on your details to others so one registration on one site sparks more at others.

If you do not want to receive marketing messages and other rubbish, Outlook can automatically move them from your Inbox to your Deleted Items folder or to any other folder you specify if you create a Rule for this.  Information about setting up rules can be found on the Microsoft Support website.

Outlook also has a folder called Junk Mail, where you can move junk e-mail and then review it before deleting.  Or, you can have junk e-mail delivered to your Inbox, but colour-coded so you can easily identify it.

You can also filter messages based on the e-mail addresses of junk and adult content senders, allowing you to move or delete all future messages from a particular sender.  You can review the Junk Senders list and add and remove e-mail addresses from it.

Spam mail and virus attacks are handled both centrally and locally.  If a series of identical emails arrive then the spam filter at the mail hub will identify these and label them Spam before delivery to the addressee or delete them.

Viruses, similarly, are identified and deleted at the point of arrival where possible.  Each PC has virus protection software which is updated daily to respond to attacks. Click here for more info on University virus protection software

NB: Be wary of opening unidentifiable emails and attachments as these are the mechanisms for spreading viruses. If in doubt, delete the message.

False Positive Junk Mail

Sometimes Microsoft Outlook 2010 treats email from valid contacts as junk mail (false positive). You can configure Outlook 2010 to automatically add the people you send emails to, to the Safe Senders list by the following method:

1.   Launch Microsoft Outlook 2010 > click the Junk drop-down box under the Home tab and then choose Junk Email Options.

2.   Now in the Junk Email Options window, navigate to the Safe Sender tab and click in the "Automatically add people I e-mail to the Safe Senders List" option.

3.   Click OK to complete the configuration.  Now valid emails will not be marked as Junk by Outlook 2010 over and over again.

Every few days, take a few moments to scan the junk mail folder for false positives. Once scanned, right click on it and choose Empty Junk Email. After you add  new addresses to the Safe senders list, you’ll find few false positives, but setting it to delete messages immediately is not recommended Spam
How to spot a Spam email:
  • the sender’s email or web address is different to the genuine organisation’s addresses
  • the email is sent from a completely different address or a free web mail address
  • the email does not use your proper name, but uses a non-specific greeting such as 'dear customer’
  • the email threatens that unless you act immediately your account may be closed
  • you're asked for personal information, such as your username, password or bank details
  • the email contains spelling and grammatical errors
  • you weren't expecting to get an email from the company that appears to have sent it
  • the entire text of the email is contained within an image rather than text format
  • the image contains a link to a bogus website Business Card
   Q:   How do I create a Business Card as an alternative email signature ?


To set up your own Business Card you must first set yourself up as a contact in the Outlook Contacts folder, then:

  • create a new e-mail go to Signature> Signatures
  • click on New then give the signature a name, in the Edit signature window, click on Business Card
  • select your own name from the Address Book
  • click OK and close all windows. Email - creating reusable text
You can create templates in Outlook but there are much easier ways of doing it. The two simplest ways are creating a signature or using a quick part.

Mail Signature

1.    Choose Tools/Options and the Mail Format tab.
2.    Click the Signatures button.

3.    Click New and give it a suitable name.

4.    Type the text in the box below – add your normal mail signature on the end as you can’t use more than one mail signature in a message.

5.    Click Save and then click OK twice to close the dialog boxes.

6.    To use your signature, create a new mail message and right-click in your normal signature – you will see a shortcut menu and can tick the one you want to use.

7.    Alternatively, you can click the Signature command button on the Message tab to insert it.

8.    You can have as many of these as you like and can edit them in your message.

Quick Parts

1.    Create a blank message and type the text you want to use (don’t need to include your mail signature for this one).

2.    Select the text to reuse and click the Insert tab and Quick Parts command button.

3.    Choose Save Selection to Quick Parts Gallery.

4.    Type a short name, acronym or abbreviation and type it in the Name box. You can type more information in the Description box.

5.    In the Gallery box, it should say Quick Parts.

6.    There are further options in the Options drop down list box to define how you want your text to appear.

7.    Click OK to save.

8.    To use your quick part, create a new mail message. You can either type the first couple of letters of your short name and press F3 function key, or select the Insert tab and click the Quick Parts button – a drop down list of all your quick parts will display, and you can select from the list. Checking mailbox usage from Outlook Web Access

To use Outlook Web Access to check how much of your mailbox you are using, please do the following:

  • Load up Internet Explorer (unfortunately other web browsers don't display the information we want)
  • Logon using your UoP or PCMD username and password to: 

  • Near the top left of the screen it should list your name above your Calendar, Inbox etc, if you hover the mouse pointer over that text, a tool tip should appear telling you how much of your mailbox you are using and how much space you have in total.


RV 11/12/09 How do I request a generic email account?
Please complete the form below, and attach it to a 'New Computing Account' request here. How do I request a global distribution list
Please complete the form below, and attach it to an 'Update User Permissions' request here.
2.19.2. File Space Staff Shared Areas - Storage
The Staff Shared Areas are a collection of locations used for the storage of collaborative work for Schools and Departments, Faculties, Directorates and work groups. The primary location for this storage is on \\filespace3
Primary Staff Shared Area Storage

The Primary location is on \\filespace3 and is linked to as: \\filespace3\shared. There is currently 500GB of storage allocated for these shared areas. Areas are requested by staff and are typically based on the Department or School. Each area has a quota restricting the size of the area.

Setting up a new Primary Staff Shared Area

A request that has been approved will result in the following actions:

  • A new folder will be created in the relevant location on the Shared volume of the server. The name should be kept as brief as possible and preferably less than 6 characters.
  • 3 new Active Directory security groups are created (An 'Owners' group, a' Read/Writ'e group and a' Read Only' group).
  • The Owners group gets the rights to amend the memberships of all three groups via Outlook.
Staff member cannot access the Shared Area

Check they are using the correct pathname for the required area. Check they have permissions to allow access. (right click, properties, Security) If groups are listed then ensure the user is a member of the group. If the Customer does not have access they should contact the Shared Area Administrator or anyone in the Owner group. Changes to access can take up to 24hrs to work.

 Mapping a Drive to a Shared Area
  1. Click the 'Start' button
  2. Right click on 'My Computer'
  3. Select 'Map Network Drive
  4. Choose an avialable drive letter - usually the 'H' drive
  5. Type the full pathname for the folder you wish to access. For example: \\filespace3\shared\TIS\Support
  6. Tick the box to 'reconnect at logon'

Cannot edit or save files

Database files cannot be saved on \\filespace3
Email type files cannot be saved on \\filespace3 and are not appropriate for a Shared Area
Check that the permissions on the folder are correct - 'Write' or 'Modify' permissions are required

Staff member is an Administrator or Owner but cannot alter permissions

The Administrator should have ‘Full Control’ (right click the folder > Properties > Security). On \\filespace3 the 'Administrator' cannot alter permissions on their folder. They should grant and remove access by updating the Outlook groups. This can only be done if they are themselves in the ‘Owner’ group.
Folder on Filespace3 needs specific permissions to restrict access

Staff can use their OneDrive space to share files for local collaboration, more information can be found here:https://www.plymouth.ac.uk/your-university/about-us/university-structure/service-areas/it-services/onedrive-for-business Increasing filespace
   Q:   Can I have more file space ?


Each member of staff and each student is allocated a fixed amount of file storage. This is based on user numbers and the size of the physical on-line storage devices. More file space may be available temporarily - e.g. working on a research project or dissertation - and some users may be given extra because of the nature of their job.

You should contact the Staff Support Desk or local Student Enquiry Desk.

NB: You will be asked to carry out house-keeping of your current files in order to free more space before further allocation is agreed.

2.19.3. Software Adobe Creative Cloud information for Staff

License Information

Adobe Creative cloud can only be made available to staff that are directly contracted by the University.  We are unable to issue Adobe licenses to any third parties.  When you have installed a piece of Adobe software on your computer, you will need to sign into it with your Plymouth University email address.

You can install Adobe Software on up to 2 devices at a time with your staff license.

Installation instructions

If you are working from home, please ensure you are connected to the VPN. Guidance on how to connect to the VPN can be found via this link

The Adobe Creative Cloud software is available via the Software Center on your university supplied Lenovo computer. 

The Adobe software is listed individually as shown in the screenshot below:


 Click the adobe software package you wish to install, then click the install button.

Important Notes about installation:

i. Please ensure you close down all Microsoft Office software and Google Chrome before starting installation.  Leaving any Office software, or chrome open will cause the install to fail. 

ii.  Adobe software can be quite large, so please be patient whilst the software you need downloads to your computer and installs.

iii. If you are working from home, please ensure you are connected to the VPN before starting installation

 Activating the Adobe Software

 1. On the desktop, click on the 'Adobe Creative Cloud' Application


2. After a few seconds a window will load asking you to sign in - type your full email address, then click the continue button


3. If you are asked what account to sign in as, choose Business/Work account.

4. You will now be passed to the University's Single Sign On (SSO) page - you may be prompted to enter your password

5. The Adobe Creative Cloud App will now sign you in and after a few seconds it will update to show a list of all available software - when this happens close the software down. 

Please do not try to install additional Adobe software via the creative cloud app - you must install the required Adobe software via the Software Center.

6. You can now load up the Adobe software that you have chosen to install via the software center.  Please load the software by clicking on the start button, then finding the Adobe software you have installed. The software will then activate a few seconds after you have loaded it up.


If you need any further assistance, please phone the Service Desk via 01752 588588 and choose the option for staff support.

A printable version of this guide is attached below for you to download.


Frequently Asked Questions

Q. I currently have an Adobe software package installed that is asking me for a new license key, what should I do?

A. Follow the above guide to install /activate the latest version Adobe package that you are using.


Q. Why do I need to sign into the Adobe Software?

A. This is due to Adobe's license model.  All staff entitled to Adobe must sign in to activate the software against the software license.

 Work At Home software

Available software for Staff & Students

A Work at Home website has been created, offering a more up to date and dynamic experience. The site is available via the same website address: https://workathome.plymouth.ac.uk

Please note, not all software is available to both staff and students due to license restrictions.  Some software packages may also require purchase (at a discounted rate) for home use.


Step 1. Open a web browser and type the following address (or click the link) - https://workathome.plymouth.ac.uk

Step 2. You may be prompted for your login credentials - please remember to use your full plymouth university email address for the username.

Step 3. Once Logged in, depending on if you are a student, or a staff member you will see one of the following - Click on the 'Click Here' button has highlighted in the screenshot below by the blue arrows.


 After clicking this button you will be taken to the software catalogue that is available for work at home.

Step 4. Select the software package that you would like to download on your home computer.


 In the example above, we will choose Adobe Creative Cloud.

Important note: Certain software packages are free to use whilst you are at Plymouth University, whilst others are available to purchase at a discounted price for home use.

Due to license agreements there is a difference is software available to students and staff members.  If a piece of software is not listed for you, it may not be currently available.

Step 5. For some software packages, there may be a license or copyright agreement that you need to read and agree to.


Where this is the case, please read the agreement, then click the 'I Agree to the Acknowledgement' button.

 Step 6. You will now be taken to the software page.  All pages have a similar layout and contain information / instructions about the software, along with links to download the software.



If you require further support / information regarding the work at home website, please phone the Service Desk on 01752 588588 Login Issues for Online Services

If you are having issues logging into online services such as Webmail or moodle, Please follow the instructions below to clear the browser cache for the online service.

Instructions have been listed for Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari.

Instructions for Mobile Web Browsers (Chrome and Firefox) are also included.

Please scroll down through the page for the relevant instructions.

Google Chrome

1. Open Google Chrome, go to www.plymouth.ac.uk

2. Press the F12 key on your keyboard (A Window will appear containing lots of code, ignore this).

3. Right-Click on the 'Reload' button and select the 'Empty Cache and Hard Reload' option.



4. Google Chrome will completely reload the website (this may take a few seconds).  Press the F12 key again to remove the code window.

5. Click the 'Login' option in the top right hand corner of the website.

6. Login with your Plymouth University email address in the format of Firstname.surname@plymouth.ac.uk

7. Then type your current password.


Mozilla Firefox

1. Open Firefox, go to www.plymouth.ac.uk

2. Press the F12 key on your keyboard

3. An additional window will appear at the bottom of the browser window

4. Click on the 'Network' option in this window as highlighted in the screenshot below:


5. Click the 'Disable Cache' option as highlighted in the screenshot above.

6. Press the 'F12' key to remove the code window.

7. Click the 'Login' option in the top right hand corner of the website

8. Login with your Plymouth University email address in the format of Firstname.surname@plymouth.ac.uk

9. Then type your current password.


Microsoft Edge

1. Open Microsoft Edge on your Computer, go to www.plymouth.ac.uk

2 Click the '...' Icon in the top right hand corner of the Window, a Menu will pop-up, click the 'History' option

3. Click on The 'Clear History' option as highlighted below


 4. Ensure only the 'Cookies and Saved Website Data' option and 'Cached data and files' options are selected as in the screenshot below


5. Click the 'Clear' button.

6. Close Microsoft Edge.

7. Open Microsoft Edge

8. Go to www.plymouth.ac.uk

9. Click the 'Login' option in the top right hand corner of the website

10. Login with your Plymouth University email address in the format of Firstname.surname@plymouth.ac.uk

11. Then type your current password.


Safari (Mac OS)

 Information on how to reset the browser cache for Safari on Mac OS is available below via the Apple Website:



 Mobile Browsers

 Information on how to clear the web browser cache on Google Chrome is available via the Google Website:


Information on how to clear the Web Browser cache on Safari is located via the Apple website below:



 One Drive for Business (Data Missing)

This is a Temporary Article advising regarding missing files on Microsoft One Drive for Business.


Q. I have logged into one drive, and all my data is still there – should I be concerned?

A. No – the issue only affects a very small subset of users – please continue to use One drive for business for University business.

Q. I have logged into one drive and some files are gone – what should I do?

A. Open a Web Browser, and go to https://onedrive.plymouth.ac.uk

Once logged in, click on the ‘Recycle Bin’ and a list of deleted folders/files will be listed – right click on a folder/file you wish to restore and choose the ‘restore’ option.

Q. I have logged into one drive, and some files are gone, I have checked the recycled bin and the files are not listed

A. Within the Recycle bin as described above, click the ‘Second-stage Recycle bin’ link. Any files that can be recovered will be listed here- follow the same restore instructions as above.

Q. I have logged into One drive, files are gone, and I have checked both the Recycle Bin and Second Stage Recycle Bin.

A. If Urgent, please phone the service desk on 01752 588588 to report the missing files. If less urgent, please raise a new support ticket via the itself service portal: https://itselfservice.plymouth.ac.uk

We will carry out file recovery from One Drive server.  Please note that it is only possible to recover data that was deleted 30 days (or less) ago.

Q. Does this issue also affect Team sites / SharePoint?

A. No, we are not aware of any issues with Team Sites / SharePoint. Software Center

The Software Center is available on all centrally managed Windows PC's (Viglen, Toshiba, Lenovo) running Windows 10 and Windows 7.

The Software Center gives access to the various software packages that are part of the University Wide Software Service (UWSS) for staff.

A guide on how to find and use the Software Center is attached to this article. How to install Applications via Software Center

Software Center has replaced Run Advertised Programs.

The attached guide describes how to use Software Center to install, update and uninstall software on your Windows PC. Software licencing


All software may only be used if there is an appropriate licence for the computer on which it is being used.

It is very important that all software used within the University (and indeed on your home systems) is used in accordance with licence conditions associated with the software package. If you are uncertain, then please contact the TIS Service Desk for advice:

Email: support@plymouth.ac.uk

Tel: 01752 588588 (internal 88588)
Licences essentially are permission from the creators of the software for use of their intellectual property and copyrighted material. 

Software Licences vary significantly depending on the licence or product and volume purchased. Smaller volumes or single pieces of software purchased as individual units restrict the use of it to a single identifiable machine within the University. Other software agreements supplement this with terms that it must only be used in certain site locations (e.g. University School, laboratory or site). It should be noted that most software licences prohibit the copying of software under the Copyright Designs and Patents Act of 1988. 

Subscription and Site Licences will generally follow the above. In addition to this they sometimes specify a number of users or devices, or alternatively a specific site may use the software either concurrently or a maximum number of users at any time.

Violations of copyright are legally punishable. Matters of infringement are treated seriously by the authorities and under no circumstances may the use of illegal software or copying be justified. Penalties for violation of these agreements are criminal liability, unlimited fines and imprisonment. Frequently Requested Software

 Where available  Home Use
AdobeCreative Cloud (inc. Photoshop & Illustrator)Software for graphic design, video editing, web development, and photography All Open Access machines
 Ansys   Engineering software   Smeaton, Babbage 102, Library PCs x 19 (level 0, outside 008 & in 003) 
 ArcGISMapping software All Open Access machines 
AutoCAD A software application for 2D and 3D computer-aided design (CAD) and drafting All Library Open Access machines, Babbage 102, RLB rooms 201, 202, 213, 403, 501, 601



CES EdupackA database of materials and process information, powerful materials software tools, and a range of supporting textbooks, lectures, projects, and exercisesSmeaton, Babbage 102, Library PCs x 19 (level 0, outside 008 & in 003)Yes - see link below to Work@Home software
LinuxA Unix-like and POSIX-compliant computer operating system All Open Access machines 
Lusas Modeller Engineering Software Smeaton, Babbage 102, Library PCs x 19 (level 0, outside 008 & in 003)
Masterseries   Engineering SoftwareMarine 111, Smeaton 100, 104, 105, 108, Library PCs x 19 (level 0, outside 008 & in 003) 
MATLAB A high-level technical computing language and interactive environment for numerical computation, visualisation and programming All Open Access machines Available to buy at a much reduced student rate from http://www.mathworks.co.uk/
Minitab Statistical software All Open Access machines in the Library and Babbage, Cookworthy 239, 417, 512, 513, 514, 515, 517, 519, Smeaton 100,104 and Fitzroy 310
Yes - see link below to Work@Home software
NVivo (QSR) A qualitative data analysis (QDA) computer software package All Open Access machines Yes - see link below to Work@Home software
Sigma Plot Scientific data analysis and graphing software Fitzroy 310, Davy 707, Smeaton 100, all Library Open Access machines
Solidworks 3D mechanical CAD (computer-aided design) program

All Library Open Access machines, Babbage 102, RLB 201, 202, 211, 212, 213, 403, 501, 601, Brunel W102/a


     Link to software at home page, note you will be prompted to sign in with your university account - https://workathome.plymouth.ac.uk Internet settings needed for using In-Tend
In order to use the In-Tend site correctly, the following changes need to be made to Internet Explorer security settings:
-> Go to Tools / Internet Options
-> Click on the Security tab 
-> Select Trusted Sites
-> Click on the "Custom Level" button
-> Scroll to Downloads 
-> Change "Automatic prompting for file downloads" from Disable to Enable
-> Within the Trusted Sites section,
-> Click on the Sites button
-> Paste the link into the "Add this website to the zone" field click Add 
-> Click on Close / OK to save the settings. Agresso
Agresso is the University's financial system, underpinning its financial transactions and management. 
Agresso Self Service enables you to enter or approve expense claims, enter or approve purchase requisitions and run financial reports.
If you are a member of staff needing to access Agresso, or searching for guidance notes or training materials,  information is available on their community.
Connect to Agresso here: https://agresso.plymouth.ac.uk/agresso Helpful information for ArcGIS users

For more help with ArcGIS, please follow the link http://plymouth.libguides.com/c.php?g=48957&p=314798 Autorun is disabled on University PCs
When a disc or a drive is inserted in to a PC, Windows detects the arrival and checks the contents for a special file containing a set of instructions. This normally initiates some software to run or install on the PC. This feature is known as Autorun (in some cases Autoplay).
The Autorun function has been used as a vector for malware and viruses for some time, with virus infections commonly seen on pen drives.
To prevent the spread of malicious software on University machines Autorun has been disabled.
To manually achieve the same functionality as Autorun you will need to:
  • Open the drive or disc you have just attached via My Computer (Start, My Computer)
  • Double click on Autorun.inf. The .inf file will open in notepad
  • The Inf file will contain a line which reads: Open=****.exe
  • Find the exe mentioned in the Open= line and double click on it.
 Avecto Defendpoint

Defendpoint Privilege Management - Enhancing IT Security


In order to comply with IT security best practice and to prepare for GDPR compliance the PC Fleet Refresh project will further improve IT security. The aim is to protect staff laptop and desktop PCs at the University by implementing a change to ‘admin rights’, while still providing sufficient privileges to execute their job role efficiently.

Newly deployed staff computers and Windows 10 installations will come without full administrative rights. To enhance security and reduce the risks from malware etc. that would otherwise affect performance or present a risk to data the University has invested in a ‘privilege management’ system called Defendpoint. It will allow you enough admin level privilege for everyday activity e.g. to install and run software that would previously require full admin rights.

Privilege management and application control is a very effective method to block malware-based attacks, including new and targeted attacks, malicious insider attacks and dangerous user behaviour. With limited access to admin credentials threats won’t be able to exploit devices and spread throughout the University network.

We aim to make the experience as seamless as possible. However, you may be prompted by a customised message rather than the standard Windows messages and these prompts will be clear and easy to follow. Examples are shown further down this page.

This will allow the University to greatly improve device security and protect University data.

The PC Fleet Refresh undertook an evaluation of privilege management systems available in the marketplace and choose the solution that provides the security measures required, the best user experience and value for money to the University.


What does the ‘privilege management’ solution provide?

Defendpoint is a security software solution that provides proactive protection to stop unknown threats on Windows PCs and includes:

  • Privilege Management allows the implementation of least privilege and remove admin rights from across the University, without restricting access to the day-to-day things you need to do in your job.
  • Application Control is a way of approving known and trusted applications, and controlling the installation of others. This is the most effective mitigation technique against cyber threats.

What permissions are replacing admin rights?

  •  Standard users (Professional Services staff) – Any user on any PC by default will login as a standard Windows user and will only have permissions to run applications that do not require elevated rights, including all software available in Software Centre.
  •  Privileged Users (Academic staff / Technician staff) – Specific users on specific PC will have elevated rights to be able to install and run software with elevated permissions, but will be prompted to provide a reason and enter their password to confirm.

 When is this change happening?

You will have the Defendpoint software automatically installed on your University Windows 10 machine from 23rd April 2018.

Any new PCs issued as part of the PC Fleet Refresh project will now come with Defendpoint pre-installed and you will be given privileged user rights to allow you to install software you need on your device.


 How does this affect me?

This software will run silently in the background to capture information about the applications you run on a regular basis, and specifically those that require admin rights to run. Where an application requires admin rights you will be prompted with a message asking you to confirm that you want to run the application or task with admin rights. This information is audited so that commonly run applications or processes across the fleet can be added to an approved list, preventing future prompts from occurring.

Depending on your current permissions will determine what permissions you will have from 23rd April on your Windows 10 University PC.


 Changes for standard users

If you are a standard user (i.e. do not currently have admin rights on your machine) you should not notice any changes other than the agent running on your machine. When you try to run software or a task/process that requires admin rights you will see a message asking you to get approval from the IT Service Desk. See screenshot Example 3 – Assistance Required. If you require elevated permissions to change additional settings or install software without contacting the Service Desk each time you can request your account to be changed to a ‘Privileged user’ by submitting a request on IT Self Service.

 All Professional services areas will have these permissions as all software required to perform business function is available via the Software Center.

 Changes to admin users

If you are currently an administrator on your computer, and you are either an academic or technician when you receive your new computer your account will be given privileged user rights. Please note that from the point of receiving your new computer, there is a 24 hour delay in the privileged user rights being configured.

 How do I know if Defendpoint is installed or running?

You may notice a new icon, with a blue letter ‘A’, in the system tray (near the clock) on your PC, which indicates that the software is installed and running:

What do the Defendpoint prompt messages look like?

You will notice a change in some of the prompt messages you see on your PC when trying to run applications or tasks requiring admin rights.

Currently, when an application needs additional privileges to run, you are show a Microsoft User Account Control (UAC) message like the ones below.

Example A – Microsoft UAC Prompt as an Administrator:

Example B - UAC Prompt as a Standard User, asking for Administrator Credentials:




Instead of the usual Microsoft User Account Control messages, you will instead see a customised message from Defendpoint similar to the ones below.

Example 1 – Confirm Execution


Example 2 – Reason Required

Example 3 – Assistance Required

I have further questions about this change. Who can I contact?

If you have any questions or concerns about this change please contact the PC Fleet Refresh project by emailing pcdeploymentteam@plymouth.ac.uk Document Management System (DMS)
The Document Management System (DMS) stores documents that can be published on the Intranet.  The system uses Windows File Explorer to access and manage documents.. 

Click on the link below for a copy of the Document Management System Guide. Electronic signatures

Using electronic signatures

Be aware that electronic signatures are no more secure than signing a piece of paper. If you need to use an electronic version of a signature, make sure that it is only used when authorised by the signatory and is stored in a secure location, such as your u: drive, My Site or a shared area, with access restricted to those authorised to use it.  

Programmes such as Adobe Acrobat Professional will provide extra security features to prevent a signature from being copied however, this does not stop anyone from using the ‘Print Screen’ button to take a copy of the signature on screen. Employee Self Service System (ESS)
 What is the Employee Self Service System

Employee Self Service (ESS) allows you to easily and securely view and update your HR/Payroll information as well as providing access to the on-line system for job vacancies. Given the sensitive nature of the information, ESS will require you to enter your university username and password in order to log in. Please ensure that you log out of your session when finished and avoid using ESS in a public setting if possible.
Further information and links to guidelines can be found here.

 EndNote Online Support Page

 Endnote Desktop Support Page EndNote Online
EndNote Online is a web-based research and writing tool designed to help under-graduates organise references and create bibliographies. EndNote Online is the web version of EndNote and is freely available to all members of Plymouth University whether using a Mac or PC.  EndNote Online does not have all the functionality of the desk based version but the advantage is that it is available on the web so you are not tied to a university PC or Mac.

For information on setting up an account and using EndNote Online please go to the EndNote Online Support site Log on problems
   Q:   Why can’t I log-in to the network on my University PC/laptop ?


1. You may have typed the wrong password, check that Caps Lock and Num Lock are not on, is the user name correct?  After three unsuccessful attempts the system will not allow you to try again within 20 minutes. You should go to www.plymouth.ac.uk/password and register another password, giving the answers to the three questions that appear.

2. You may see a message such as “The system cannot log you on now because the domain UOPNET is not available" which indicates a physical problem relating to network connectivity. You should:

Check that the network cable is securely attached to your machine, (squeeze the connector top and bottom, pull it out from both the machine and the network socket and push back into the sockets until they click).  If the machine is connected to the network you should see a green light where the cable attaches to the PC.

If, after these checks, you are still unable to log-in to the network, contact the Support Desk on ext. 88588 giving your physical location, machine serial number and wall socket number. Skype

Skype for Business


Skype for Business is available on all University staff and student PCs. It enables greater functionality for communication and collaboration with students, staff and external partners world-wide.


Features include:

  • starting conversations from applications like Word and PowerPoint
  • the capability of ‘meeting’ with up to 250 people, even if they’re not on Skype for Business.
  • seeing your contacts’ online statuses and schedule meetings in Outlook
  • collaborating on documents in real time while discussing changes

Although Microsoft have released a Skype for Business Mac version, there it has limited functionality in this release. We would therefore recommend that Mac users use Lync 2013 until the version with full

functionality has been released.


Training for staff
Skype for Business training has been developed and you can register your interest to attend a Working with Skype for Business course which
covers a number of scenarios including running a Skype for Business meeting or tutorial and document collaboration and note taking.


You will be contacted when training dates are published. In the meantime, the Skype for Business online help features a number of useful resources including a good practice guide, training guides, useful links and videos.


If you experience any problems during the software replacement, please contact the Service Desk via ITselfservice.plymouth.ac.uk or by on telephone 01752 588588


Recommended equipment

Closed back headphones can be found here. The headphones are ideal for an office situation where sound bleed is not desirable.


Webcams can be found here. We have found these to be reliable & they offer very good image and audio quality.


As both of these devices are connected via USB there should be no issue using them on existing or future hardware.


Note: You will need to supply your own headphones and web camera to use with Skype. Any purchases will have to be made through your department accounting point using your department budget code. Adobe Creative Suite

Work At Home Software - Adobe Creative Suite

Adobe Creative Suite Sign In Instructions
  1. Ensure you have backed up any files that are synchronised with Adobe Creative Cloud
  2. Open Adobe Creative Cloud.
  3. Select Sign Out from the Account Menu.
  4. Click Sign Out. All files and fonts should migrate to your new account.
  5. Select Sign in with and Enterprise ID.
  6. Enter your University email address and password.
  7. Click Sign in with an Enterprise ID.

Instructions available with screenshots below. File associations
   Q:   What application software is associated with my file ?

  • Within Windows Explorer go to Tools/Folder options/File Types
  • Scroll to the file extension you're trying to open (e.g. JPEG image files) and see what application is associated with it (if any)
  • To amend the association click change and search for the application software package of your choice (e.g. MS Photo Editor) and apply the change Installing software
   Q:   Can I update or install software on a PC ?


Overnight updates are pushed out to each staff and student PC to keep many of the software applications up-to-date.

These updates may be bug fixes, security patches, product enhancements or, as in the case of virus protection, new data files. PCs need to be switched on for this to happen.

As a member of staff, you have certain privileges to install software and pull down new or updated versions of University software onto the PC:

  • Click on Start/Control Panel/Run Advertised programs
  • Double-click the icon and select the appropriate package in the window that appears then press the Run button
  • Follow the instructions that are shown by the installation wizard - you may need to reboot your PC at the end of the process
  • Repeat this process if there is another program to install or update

Please note: Users have the ability to download software from different sources, especially from websites. This may be to load onto the desktop for use during one session (as in the case of student PCs) or permanently (as in the case of staff PCs). You should be aware of the impact this may have on other programs and of the University’s rules, regulations and guidance notes, parts of which are quoted below:

General Rules:

Rule 11 "Users must only use hardware and software authorised by  the University ........”

Email/Internet Rules:

Rule 16 "Users must not use University facilities to take part in on-line, real-time or instant messaging services except those provided by the University or authorised by the appropriate authorities.

Rule 17 "The downloading, installation or use of any unapproved software is prohibited unless previously agreed by the appropriate authorities. This includes freeware, peer-to-peer and shareware or any other publicly distributed software"

Accompanying Guidance Notes:

Rule 16 “states that on-line, real-time and instant messenger services use a large amount of network resource. Applications such as Napster, IRC, ICQ, Gnutella, Winamp, MSN, AIM and others can significantly affect the performance and disrupt service to all users. The facilities provided by the University are tailored to minimise disruption. The appropriate authorities will only approve real-time applications that do  not have a significant impact on services. See also rule nine of the general rules of use".

Rule 17 "is a re-statement of the General Rule 11. The internet offers a large pool of “freeware” and “shareware” software; however, just because software is free does not imply that it will be approved for installation. Arrangements must be made with the appropriate authorities to check that it works and that it will not prevent other software from working, before it can be considered for approval".

If in doubt, you should contact either the local student enquiry desk or the staff support desk. Viewing PDFs
   Q:   Why can't I see the pdf files that others can ?


You need to install Adobe's Acrobat Reader and this is available free from their website at http://www.adobe.co.uk

Note: the pdf (portable document format) type of file is read-only which makes the document you view unchangeable. Windows Vista and Internet Explorer 8 Compatibility issue

   Q:   I am getting blank menus when I use the Student/Staff portal?

A possible reason for this is if you are using Internet Explorer 8 with the Windows Vista Operating System. It appears that Internet Explorer 8 is being pushed as a critical update to Windows Vista. As a result there may be blank menus when navigating the portal.
This issue is one only affecting Internet Explorer 8 and Windows Vista operating system, as far as we are aware, and the solution is to add plymouth.ac.uk to the compatibility settings.  This is performed as detailed below:

In Internet Explorer 8, please click on Tools > Compatibility View Settings.  This should open up a dialogue box with plymouth.ac.uk appearing in the top line and an empty box below.  Click on the Add button and the address plymouth.ac.uk will now appear in the box under the heading 'Websites you've added to Compatibility View:'  Click OK to save the changes.

Refresh (F5) the page and the menus should now be visible. How do I update SPSS on my university managed computer?
To install SPSS on your PC. Click start > control panel > run advertised programs. In the list of programs, please install the following 'SPSS (IBM). Amos 19.0.0 - Per system attended'
It has been noted that on some PC's that already has SPSS installed you may be required to update your licence. To fix this there is also an entry in run advertised programs called SPSS (IBM). Amos 19.0.0-SPSS Amos 19 Licence updater. By installing this you are ensuring you have the up to date code and for any problems where you are prompted that the licence has expired. The University Wide Software Service - UWSS

The University Wide Software Service (UWSS) is the project for upgrading and deploying applications, Operating Systems, and essential upgrades for the student fleet. These applications are requested biennially, through submitting requests via the UWSS SharePoint Site, and are tracked using a SharePoint list. In the interim years, we agree to package applications on the following basis:

  • Serious bugs, security vulnerabilities or stability issues with existing packaged applications

  • Expiry of vendor support for the currently packaged version of an application

  • Additional mandatory requirements generated by newly approved curriculum due to run in the coming academic year

Since UWSS 2021, software requests are now being accepted between November through to the end of March to ensure availability at the start of the new academic year.

Link to the UWSS 2021 SharePoint site: https://liveplymouthac.sharepoint.com/sites/u418

 How do I change the settings on my iPhone/iPad after I have changed my University password?

Once you've changed your university password, you'll need to update it on your iPad/iPhone too - in both the WiFi settings and your e-mail. Please read the attached instructions for details. Backing up your iTunes folder
If you use an Apple iPhone, iPad or iPod touch and made any purchases via iTunes or synchronised it with your university PC, there is a good chance that iTunes music, video etc. is held on your computers local hard disk drive.
Before you receive your new PlymDESK 6 PC or Laptop you must ensure that you have manually backed up the iTunes folder, and where necessary 'deauthorise' the university PC from your iTunes account.
As with any other locally held data it is recommended that your regularly takes backups of the iTunes folder.

You are responsible for backing up your iTunes folder. The University will not be held responsible for missing iTunes purchases.

Backing up your iTunes folder

Apple recommends manually backing up your iTunes folder to an external hard disk drive.  To back-up your iTunes folder follow the instructions below:

1. Connect the external hard drive to your PC
2. Close iTunes (if already running).
3. Locate your iTunes folder  - it should be located at: D:\Local Data\USERNAME\My Music\
If the iTunes folder is not located on the D drive, then you will need load iTunes, select EDIT-> PREFERENCES, and click the advanced cog button.
Look under the ‘iTunes Media folder location’ section to see where your iTunes folder is located
4. Right click on the iTunes folder – choose ‘Copy’
5. Go to your external hard disk drive, right click and choose ‘Paste’
6. Wait for the copy to complete, once done your iTunes library will have been backed up.

For more information, please follow this link: http://support.apple.com/kb/HT1751.


Deauthorising the PC.

Your iTunes account allows a maximum of 5 computers to be associated to it at any time, it is very important for your to de-authorise the PC if you have signed into iTunes on your University PC. To do this, follow the instructions below:

1. Open iTunes.
2. From the Store menu, choose Deauthorise This Computer. (In earlier versions of iTunes, access this option from the Advanced menu).
3. When prompted, enter your Apple ID and password, and then click Deauthorise.

For more information on this please see Apple’s help documentation at the link: http://support.apple.com/kb/HT1420.


Restoring your ITunes folder on Windows 7.

Once your new PlymDESK 6 PC or laptop has been deployed to you, you will need to copy your iTunes folder back onto your computer. To do so, follow the instructions below:

1. Connect your external hard disk to your new PC
2. Run iTunes first, as this will create the folder you need in the following step
3. Find the iTunes folder on the external drive drive
4. Right click on the iTunes folder, and choose ‘Copy’
5. On your PC, go to: C:\Users\USERNAME\My Music
6. Once inside the My Music folder, right click and choose ‘Paste’ overwriting any files that already exist
7. Wait for the file copy to complete.
8. Load iTunes – it should pick-up your iTunes library.

For more information on this please see Apple’s help documentation at the link: http://support.apple.com/kb/HT1751 Microsoft Office Student Verification procedure
 How do I download the Microsoft Verification code?


Please take the following steps to verify that you are a current Plymouth University student:

Using Internet Explorer (other browsers are not as reliable with the authentication),

  • ·         In one tab, log in to your Student Portal
  • ·         Go to Quick Links and right click on Electronic Library and open the link in a new tab. 
  • ·         You should now have two tabs open.
  • ·         In the second tab, log in to Primo using the link in the top right corner.
  • ·         Next, open a third new tab and go to the Microsoft verification page, enter your product key and follow the instructions as normal.  

After you have selected your school the verification should take place automatically. Web Agresso Expenses - Browser Issues

Web Agresso Expenses - Browser Issues

In order to attach scanned receipts to travel expense claims, pop ups need to be enabled in whichever browser you’re using.  



The attachment on this page contains instructions to enable pop ups in the following browsers:

  • Internet Explorer (10 and 11)
  • Chrome
  • Mozilla Firefox Technical Services

Q: How do I book Audio Visual (AV) equipment?

A: You need to contact Tech Services who can be reached by the following means. PowerPoint Templates
Q.  I want to create a Power Point presentation using a corporate template based on the new university branding (WITH PLYMOUTH UNIVERSITY), where can I find templates?
A.  Corporate templates and logos can be found on the DPC website: http://intranet.plymouth.ac.uk/dpc, go to "Logos and PowerPoint Templates" or "New Branding" for templates and logos.
General information about the Corporate style and logo usage in publications etc., can be found here: https://staff.plymouth.ac.uk/extrel/pubs/
2.19.4. UNIT-e Student Profile Report Where do I find UNIT-e documentation?

The documentation can be found in the IT Training community on the Staff Portal, under the menu heading IS Course Notes. 

Here is a link:


Links to the documents on the portal can also be found in the UNIT-e UoP_Workplace, in the appropriate folder under the heading Documentation. How to install UNIT-e4 client workstation
2.20. Hardware
2.20.1. Requesting non-managed Windows PCs

Requesting non-managed Windows PCs

If you would like to request a non-managed “Windows Desktop/Laptop Computer”, you do not need to raise a request through TIS. Please email Carl Gibbs at Getech - cgibbs@getech.co.uk with regards to agreeing specification of the device to your requirements. Getech will respond to you with a quotation for the device. To progress, please raise an order with Agresso using the quotation.

2.20.2. Locking/Unlocking the controls on your Plymdesk 6 Philips Monitor.
How do I lock/unlock the controls on my PlymDesk 6 (Philips) monitor?

Locking the monitor controls ensures that settings cannot be changed.   

With the monitor switched on, press and hold the right hand button on your monitor panel for up to ten seconds. You will either get the message "Monitor controls locked" or "Monitor controls unlocked" on screen. The message will appear in the middle, in a black box.

2.20.3. iTunes U

iTunes U also allows anyone with an iPhone, iPad or iPod touch to learn from a large collection of free education content in public courses from leading schools, universities, museums and cultural institutions.

iTunes U is available at the University for some courses.

2.20.4. Health & Safety - Do I need a DSE Assessment?

All staff should complete the on-line DSE risk assessment once their new PlymDesk6 equipment is set-up.

Users of Display Screen Equipment should complete the on-line risk assessment checklist at



-      Receiving a new computer/laptop and/or screen

-      A change occurs in the work environment such as moving to a different office and/or desk

The local Safety Co-ordinator will have access to completed checklists in their area of responsibility but it will be up to local budget holder to action where necessary.  The local Safety Co-ordinator is responsible for sending summary DSE reports to the appropriate budget holder.
Information on obtaining peripheral equipment can be found here: How can I get extra "bits" for my leased fleet computer?
Click here to view the DSE Code of Practice document

Please note: there is a mandatory Health and Safety E-learning course for all staff which includes DSE.  If, as a result of completing the DSE course, you need to have a Display Screen Equipment Assessment, contact occupationalhealth@plymouth.ac.uk for advice.

2.20.5. University Policy on Switching off PCs
   Q:   Should I switch off my PC at night ?

Yes! To reduce overall energy consumption, it is recommended that staff shut down their desktop computers overnight and before going on leave. This will lower your carbon footprint and significantly reduce your departments' energy bill. For further details please read the attached "Switching off PCs Policy" document.

How can I be more energy efficient?
You can be even more energy efficient by putting your PC into “sleep” mode whenever you leave your desk for any length of time. Use this option to save power, especially if you prefer to leave your computer turned on for long periods of time. In sleep-mode, your computer is available for immediate use - just log on and your desktop is exactly the same way that you left it, including any programs that you were using.  Click on the Windows logo at the bottom-left of your screen, and select "Sleep" from the little menu to the right of "Shutdown". (There's a ">" arrow to the right of it).
Note 1: When in sleep-mode, information in memory is not saved to your hard disk. This means that if the computer loses power, any information that you did not save before the computer went into sleep is lost.  It's a good idea to save your work before putting the computer to sleep.
Note 2:  If your PC is in sleep-mode you may not be able to connect to it using the Remote Desktop Connection facility. If you need to connect remotely you should use the log-off option.
2.20.6. TurningPoint
TurningPoint enables an audience to use response devices to provide instant feedback to a speaker.

TurningPoint then gathers the responses and quickly translates the results into test scores, charts, and
graphs. It also can store the data for future reference.
TurningPoint smoothly integrates with PowerPoint to create a more interactive and memorable presentation.
TurningPoint is installed on all University lectern machines.
Below is a list of Personal Response Systems (PRS)  which may be borrowed (each set contains 60 PRS units and 1 receiver) , contact details of the holders and constraints of borrowing:
No. of sets, (60PRS & 1 receiver per set) Faculty/Directorate/Area Key Contact Constraint on usage
1 Kspa Lee Marshall PCMD owned but can be used by Faculty
2 Faculty of Science & Technology Karen Gresty Willing to loan if return is guaranteed
2 Digital Education Mark Lyndon
2.20.7. Requesting new or changing your PlymDesk equipment

Requesting new or changing your PlymDesk equipment

If you require a change to your PlymDesk equipment, or are preparing for the arrival of new staff, please follow the instructions below. Hardware requirements should be agreed with your local budget holder and/or Head of department.

Please then log on to IT Self Service (http://ITselfservice.plymouth.ac.uk) with your standard University login details, and click ‘Raise a request’. From the dropdown menu, choose ‘New PC / Laptop request’, and complete the required information.

Equipment Requested: The equipment you require. Please include peripherals required (monitor, mouse and keyboard, etc). Note, if you are requesting a laptop, please also confirm if you require a docking station and monitor. Laptops can be supplied with three configurations.

1. Laptop (no peripherals)

2. Laptop, docking station, Single Monitor, keyboard and mouse

3. Laptop, docking station, two monitors, keyboard and mouse.

Business Justification: A business case for why the equipment is needed.

Who is the equipment for? : Staff member’s name.

Start date: When will the staff member be starting? (note: short notice requests may not be met)

Type and duration of contract: The staff members employment term and contract that the computer will be for.

Location: Where the equipment will be set up.

Network Socket: The network socket code that the PC will be connected to. This is required before the PC is set up, so that we can ensure the socket is live.

Is this replacing existing equipment? : specify if there is existing equipment to be collected at the time of delivery and returned to stock.

If yes, please provide the asset number of the equipment being replaced: Please provide the serial number of the PC, which is located on a white label (on the lid of a laptop or the base unit of a desktop PC), so that we can update our records.

Department Code and Budget Code (work order): Although PlymDesk equipment is paid for centrally, this is needed for reporting purposes.

Approved by: The budgetary authority within the faculty/department approving the computer request.

NOTE: Evidence of line manager approval must be provided for all computer requests.  Requests will not be progressed unless they are either:

1. Sourced from a line manager, or

2. The request includes approval from a line manager (E.g email attached from the line manager)

2.20.8. Health & Safety Information for Home Working
The requirements of the Health and Safety at Work Act 1974 apply to employees working at home as well as to employees working at University accommodation.  Many of the health and safety issues around home-working are no different from those of conventional office working, including issues around the workstation, seating, display screen equipment (DSE), electrical wiring, lighting, heating, ventilation and slipping or tripping hazards.

It is the manager’s responsibility to ensure that work can be undertaken safely without compromising the health or safety of the worker or other persons at their home.

The home worker is responsible for day-to-day health and safety issues and for reporting any concerns to the manager.

Formal and Intermediate homeworkers must complete a VDU Workstation Checklist and a Generic Risk Assessment for Homeworking (further details can be found in Appendix B of the "Home working practical guidance..." link below). 

Guidance on Display Screen equipment can be found in the "DSE Code of Practice September 2011" document. 

"Home working practical guidance for Managers and Employees" can be found here:  Health and Safety issues are covered on page 5. 

For further information, advice and guidance please contact your Health and Safety Co-ordinator.


2.20.9. Information on laptop insurance required for travel, home and/or mobile working
Where equipment is either regularly or permanently used by employees at home the employee must arrange cover under their existing Household insurance policy, this is usually at no cost, however any additional costs may be reimbursed on the production of receipts by way of an expenses claim.  Employees must notify their home contents and buildings insurer(s) that they will be working from home to ensure that their house and contents insurance cover is not affected

Guidance regarding insurance cover for University owned laptops

Travelling with a University owned laptop

There is business equipment cover, as part of the University’s travel insurance policy, when the equipment is being used on a business trip but this is subject to an excess of £100.00. 

Please note:

  • There is cover for incidental travel alongside any business trip, which will include an additional day or two but any extended stay will not be covered. 
  • The travel policy will also exclude loss or damage sustained whilst the laptop is in the custody of an airline or other transport carrier unless reported immediately upon discovery and in the case of an airline, a property irregularity report obtained.
  • Under any insurance arrangement there has to be reasonable precautions taken to secure valuable equipment – for example it would not be considered reasonable precaution for this equipment to be left unattended on a train or other public transport.
  • Laptops must be kept in a secure place and not left unattended in a vehicle unless out of site in a locked boot, where they are left unattended in a room ideally they will be locked in a drawer or cupboard to provide additional security or the room will be locked with a limited number of key-holders.

Using a University owned laptop on or off campus

The University has an insurance policy providing cover for its computers/laptops but it is subject to an excess of £1,500.  Therefore, damage or loss to individual laptops will be excluded by this policy because the excess is too high. 

If an individual laptop is damaged or stolen, a claim may be submitted under the self-insurance scheme.  Approval of such claims is decided on a case by case basis and, as above, it has to be shown that there were reasonable precautions taken to care for and secure valuable equipment. 

Please note: if there is additional security provided for the laptop, e.g. security cables, they must be used.

2.21. IT Training & Documentation
2.21.1. Saving your work on OneDrive

As a University of Plymouth student, you have access to OneDrive with 1TB of personal storage. This is where you must save your files when using a University computer.

The main feature of OneDrive is that you can access your files via your PC, laptop, tablet or smartphone from anywhere with an internet connection. It's also integrated with your Office applications like Word, Excel and PowerPoint.

Using your OneDrive on a University PC or Mac

Accessing your OneDrive: 

  1. Use the shortcut on the desktop of University PCs, or
  2. Go to OneDrive
  3. Go via the Digital Learning Environment (Click on Tools & Resources > My files)

Saving your files

To save Microsoft Office files to your OneDrive:

  • Click File > Save
  • Select OneDrive - University of Plymouth

To save other files to your OneDrive:

  • Temporarily save your file to the Documents folder
  • Log into OneDrive using one of the methods above
  • Click on Upload located in the menu bar
  • Browse your documents folder to locate your file
  • Select your file and click Open to upload it

Backing up your files

Always keep a backup of your files. You can do this by using a USB memory stick or an external hard drive. Ensure that you have checked the contents before you remove your device.

Please note: Files stored on University computers will be automatically wiped after 24 hours.

OneDrive for phones and tablets

OneDrive app for iOS and OneDrive app for Android is also available for you to use, just sign in with your University email and password. 

2.21.2. How do I get a screenshot into a document?

The simplest method is to press the key Print Screen. This copies the current screen contents onto the clipboard ready to be pasted into a document.

To copy only the active window to the clipboard press the keys alt and Print Screen then paste into your document.

For instructions in different operating systems and devices, go to http://www.take-a-screenshot.org

2.21.3. How do I view my student timetable?

To view your student timetable, you have two options: 

  1. Access MyTimetable (via a browser)
  2. Download the University of Plymouth mobile app

What is MyTimetable? 

MyTimetable is a service for delivering your timetable to you, via your web browser, calendar application, mobile device or even on paper which includes all activities (i.e. seminars, practical sessions, workshops, lectures etc.) associated with the modules on which you are enrolled. 

In addition to your default timetable, you can view timetables for other staff, programmes or modules and you can export PDF versions suitable for printing, or subscribe to an iCalendar feed of the timetable.


For further help on your MyTimetable please click here.

2.21.4. System Browser Preference

Most browser based software applications have been developed and tested by producers to perform well across the multitude freely available browser products. A low number of exceptions exist where a software application may have issues with certain browsers and a preferred browser may be recommended. Certain applications used within Plymouth University are known to have browser performance issues and a preferred browser has been identified. This page pulls browser information together as a table for easy reference and assists with known error and solutions where established.


Software Application

Preferred Browser

Browser Causing Performance Issue

Problem Browser Workaround

Further Information

Agresso Web

Internet Explorer

Compatibility issues encountered using Google Chrome - see problem case PR000099

Agresso Web (Milestone 4)

None specified

I.E.8 or earlier require a web browser plugin - publisher guidance

Unit4 have tested on IE/Firefox/Chrome/Safari/Opera - seehttps://abwupdates.agresso.com/userfiles/file/R&D%20-%20Product%20Services/Supp_platforms_571.pdf

BoB (Box of Broadcasts)

None specified


Recommendation to use other browsers and avoid I.E. 8 or earlier versions

Business Objects (SAP reporting)

Internet Explorer

Issues encountered when modifying reports in Google Chrome

Although most functions are OK in Chrome it is advised to use Internet Explorer which has better support for Java

Referenced from Architecture Report – HR Web Browser incompatibility issues (James Long 16.11.2015)

CIS Business Objects

Internet Explorer

Compatibility issues encountered using Google Chrome - see problem case PR000099

Cisco Unified CM

Internet Explorer

Compatibility issues encountered using Google Chrome - see problem case PR000099


Internet Explorer

Application runs slower in Google Chrome

Coursework Receipting System (CRS)

Internet Explorer

Issues encountered using I.E. 11 particularly when scanning barcodes and entering coursework code

Use the compatability mode in I.E. 11 to eliminate the issues

DWP (State retirement data)

Google Chrome

unable to download forms in I.E.

Referenced from Architecture Report – HR Web Browser incompatibility issues (James Long 16.11.2015)

ESS (Self service portal)

Google Chrome

Some buttons are unavailable in I.E.

Referenced from Architecture Report – HR Web Browser incompatibility issues (James Long 16.11.2015)

Inter Library Loan (ILL)   Google Chrome; Internet Explorer            Firefox ILL page fails to load when using Firefox (service desk ref PU198600 refers)

Intranet Communities

Internet Explorer

Compatibility issues encountered using Google Chrome - see problem case PR000099


Internet Explorer v9 or higher; Firefox v40 or higher; Google Chrome v44 or higher; Safari 8

Compatibility issues encountered affecting numerous HR functions with multiple browsers. Chrome can be used but some functionality is limited (process chains, workflow and batch scheduler)

For I.E. 10 or above – compatibility mode needs to be activated; for Mac OS 10.11 (El Capitan) use Safari 9; for Windows 8.1 use I.E. 11; for Windows OS 10 use Edge in place of I.E.

Preferred browser information is taken from iTrent support recommendation. Browser issues referenced from Architecture Report – HR Web Browser incompatibility issues (James Long 16.11.2015)

ITrent Manager Self-Service

Internet Explorer v9 or higher; Firefox v40 or higher; Google Chrome v44 or higher; Safari 8

When using I.E.11 -- HR Operations and Systems have reported via James H. Taylor that there are issues affecting the HR/Payroll System for Manager Self-Service and other dedicated roles

I.E. 11 must be used in Compatability Mode

Midland Service Cloud

Google Chrome

Some buttons missing when using I.E.

Referenced from Architecture Report – HR Web Browser incompatibility issues (James Long 16.11.2015)

Online Classlists

Internet Explorer

Compatibility issues encountered using Google Chrome - see problem case PR000099

Organisation Charts (Saba / Human Concepts - Organisational Charting)

Internet Explorer; Firefox; Safari

Chrome does not support the MS Silverlight plug-in which is required to enable the site functionality

This system is provided by Saba Planning@Work

OWA (webmail)

Internet Explorer

Compatibility issues encountered using Google Chrome - see problem case PR000099

Install an RSS feed plugin for chrome

OWA (webmail)

Internet Explorer

Problems when attaching items to web emails - see problem case PR000318

enable the NPAPI settings in the chrome://flags page

OWA (webmail)

Internet Explorer

Webmail address book does not open and cannot add attachments in Google Chrome or MS Edge- see problem case PR000402

amend OWA vision settings - see PR000402 for full details


Internet Explorer

Compatibility issues encountered using Google Chrome - see problem case PR000099

Plymouth University RSS Feed

Firefox/Internet Explorer

Feeds not displaying correctly in Google Chrome - see problem case PR000364


Internet Explorer; Firefox 12+; Safari 4+

Compatibility issues encountered using Google Chrome - see problem case PR000099

RTI Data Return (HMRC process)

Internet Explorer v10 or higher

Issues with Chrome

Use a browser which supports TLS (Transport Layer Security)

Referenced from Architecture Report – HR Web Browser incompatibility issues (James Long 16.11.2015)


Google Chrome

Application runs slower in Internet Explorer

Tech Services Booking Sheet

Internet Explorer

Compatibility issues encountered using Google Chrome - see problem case PR000099



2.22. Telephony
2.22.1. Mobile Network Migration Project

Starting October of 2021, Technology and Information Services (TIS) will begin a project to migrate staff from existing mobile network providers (EE, Gamma) to Daisy Communications who use the Vodafone mobile network.

This will be done in 'Waves' with Staff currently using mobile devices with EE being migrated first.


What happens next?

Staff will be sent a text message (From 'PlymUni') and also receive an email to their Plymouth University email address (from simrefreshproject@plymouth.ac.uk).

The text message / email will ask the staff member to provide information to us about their mobile device.

We ask all staff to please engage with us so we efficiently migrate them to the new service provider.


What Happens after I provide the information to you?

We will contact the current network provider to arrange a PAC code for your existing mobile phone number.  We will also contacting Daisy Communications to pass on the address provided - Daisy will send the new SIM card directly to you.

This is the quickest way to get a new Daisy SIM card directly to you.


What if I don't want to pass address details onto a third party?

You can either supply a home address, or campus address. The address supplied will only be used for the purpose of sending the SIM card directly to you. SIM cards will be sent via the Courier DPD.  We will ask for your permission to supply this information to Daisy.

If you would prefer for us not to provide your address to Daisy Communications, please still provide an address to us - we will send a SIM card to you using the University postal services instead - this will cause a delay however.

If you are concerned about providing a delivery address, please contact the Service Desk on 01752 588588 to raise your concern.


I have received my new SIM card, What should I do now?

Please do not use the new SIM card until you are contacted by the refresh project to advise your number will be ported to Daisy.  When you receive the email, please remove the existing SIM card from your mobile device, and insert the new Daisy SIM.


Frequently Asked Questions

Are you issuing new Mobile phones?

No, the project is only issuing new SIM cards for use with Daisy Communications.

I have received my new SIM card, and also recieved an email regarding my number has been ported, the new SIM card is not working

Please contact the Service Desk on 01752 588588.

Why are you migrating mobile provider now?

There is never an ideal time to migrate staff from one network provider to another. We appreciate however there may be exceptional circumstances.  If this is the case, please contact the Service Desk on 01752 588588 to discuss further.

I don't know how to change the SIM card on my mobile phone.

If you have a Smartphone (E.g. Android or iPhone), these phones typically have a 'SIM Tray'.  Check the box that your phone originally came with for a sim eject tool (or use a paperclip) to eject the tray.

If you have a non-smart phone (call and text type phone) you may need to remove the back panel of the phone, and remove the battery to gain access to the SIM card holder.

If you need assistance please phone the Service Desk on 01752 588588

I have poor signal with Daisy, what should I do?

If you have poor signal and you have a Wifi connection available, please turn on your mobile phone's Wifi network adaptor - all Daisy SIM cards have WiFi calling enabled.

If you need any further assistance please phone the Service Desk on 01752 588588


2.22.2. Activating EE Voicemail

Activating EE Voicemail

Some users may have experienced difficulties accessing their voicemail following a move from O2 to EE.



 Enter the following code on your telephone keypad:- **5005*86*123# and then press “dial”.  This should re-instate voice mail.



2.22.3. Where can I get help with using my IP Telephone?
IP Telephone User guides

Please see the attached guides below on how to use your Cisco IP phone.

In some scenarios your Cisco IP phone may become unresponsive. This can happen for a number of reasons but can be easily rectified.

The simplest and best way to restart a Cisco IP phone is to unplug it from the network and plug it back in. This can be achieved by following the process in the PDF 'IP Phone Restart' attached below.

2.23. Web
2.23.1. Disable Chrome Notifications

Disable Chrome Notifications

Chrome has a notification feature which allows users to subscribe to updates from websites. You may find you are receiving pop up messages from sources you no longer require.

Notification Settings location 

  • Open Chrome
  • Type or copy this link into the address bar to take you to the notification options: chrome://settings/content/notifications

 Alternatively navigate manually

  • Click on the menu icon in the top right of the window
  • Click on settings
  • Scroll to the bottom and click on advanced
  • Click on Contend Settings -> Notifications

Permanently prevent notification requests

  • To permanently prevent notification requests from any websites click on the slider “Ask before sending (recommended)”
  • Close the settings page

Prevent notification requests from a specific website

  • Click on the icon next to the website and click on remove (you may choose to block, remove is recommended)
  • Close the settings page


2.23.2. Deleting Temp files
   Q:   How do I delete my temporary internet files and cookies ?


Internet Explorer 11

Open Internet Explorer and click on Tools (cog symbol top right hand corner of the browser window),from the drop down list select Internet Options, on General tab press the Delete Files button.

You might need to wait a moment whilst files are deleted this. Once completed, restart your browser.


  • In Chrome, select the menu to the right of your address bar.
  • Select “settings” in the drop-down menu that pops up.
  • Go to “History” on the left menu.
  • Select “Clear Browsing Data”
  • In pop-up that comes up, ensure all the boxes are checked and select “The Beginning Of Time” in the “Obliterate the following items from:” menu and click “Clear Browsing Data”.
You might need to wait a moment whilst it does this. Once completed, restart your browser.

For further details and screenshots of  steps in the Chrome browser please see the attached document below

If you want to find out about cookies and how they affect privacy, security and working on the web go to a site such as http://www.cookiecentral.com/faq for information.

2.24. PC Availability in Open Access Suites (PC Finder)

Use our PC Finder tool to discover the availability of PC in our open access areas. Alternatively, this feature is available in your University mobile app.

Please note, this only displays rooms which are solely used for Open Access purposes and are not used for teaching.

2.25. Staff Guidance when leaving the University

Computing accounts

A list of leavers is supplied by HR each week; accounts are normally disabled from logging in to computers and services midweek following the leaving date.  Once the account is disabled, all associated groups and job details are removed.

The account is then disabled for 3 months to enable the user to apply an out-of-office message indicating that they no longer work for the University of Plymouth, and supply alternate contacts. We can also quickly temporarily enable the account if access to data is required within the 3 month timeframe.

External email can be redirected for 3 months whilst the account is disabled; this is offered by HR in the leaver’s letter.

After 3 months, the account may be removed and data deleted.  Details are kept internally for audit purposes.

Discretionary accounts may be applicable to leavers with an on-going role affiliated to the university; details on these accounts can be found here http://tisselfhelp.plymouth.ac.uk/default.asp?SID=&Lang=1&id=1317&SID=&Lang=1&hglt=discretionary

Information on redirecting email can be found here http://tisselfhelp.plymouth.ac.uk/default.asp?SID=&Lang=1&id=1709&SID=&Lang=1&hglt=forward

PlymDesk/PlymMac Equipment:

Where a device has been provided by the University or one of its partners to a user for their work (note; this includes hardware purchased from project/research funding), when this device is no longer required it must be returned to the Technology and Information Services (TIS) Service Desk in its original state; for example, if the computer has been set up with personal credentials (as opposed to University issued credentials) these must either be provided or removed prior to the return of this device.

To arrange to return your equipment, please follow these steps:
1.    Download and complete a PC move form from http://tisselfhelp.plymouth.ac.uk/default.asp?SID=&Lang=1&id=305&SID=&Lang=1&hglt=move
a.    The return location should be set to Babbage 016
2.    Access https://itselfservice.plymouth.ac.uk
3.    Click on ‘Raise A Request’
4.    Search for and select ‘Remove Equipment’
5.    Complete all of the information requested
6.    Attach the completed move form
7.    Click submit

Mobile Phones

Any University provided mobile phones will need to be returned to Technology and Information Services. Before returning any mobile phone you will need to ensure the device has been reset.  Please note however that if you have been issued with an iPhone, the phone must be unlinked from your apple ID prior to returning.  Instructions on how to do this are located below.

Instructions on how to unlink your Apple ID: https://support.apple.com/en-gb/HT201274

•    How to reset an iPhone - https://support.apple.com/en-gb/HT201252
•    How to reset an Android device - https://support.google.com/android/answer/6088915?hl=en-GB

To return the phone, please either drop the phone off or sent via the internal post to the Babbage Building, Room 316. Alternatively please raise a ‘Remove Equipment’ request as per the steps listed: