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How do I choose whether my contact details are visible externally?
Updated: 2021-01-08         Article # KB0010446
To make your contact details visible externally, or to choose not to, please follow the instructions in the attachment (shown to the right of this ... Read more
What training courses are supplied by iSolutions?
Updated: 2021-01-08         Article # KB0011695
Our training team provide support and training on a number of the University's IT packages. Further details about what training courses are offered... Read more
Short Dial Codes
Updated: 2021-01-08         Article # KB0011760
Short Dial Codes are provided for reaching commonly used external numbers, e.g. other universities. These codes are provided to save time in diall... Read more
How do I find out about electronic submission of assessments using Blackboard?
Updated: 2021-01-08         Article # KB0011339
Blackboard provides a number of methods that allow for the electronic submission of assessments online. You can find more information on the Blackb... Read more
Managing custom permissions in SharePoint Online
Updated: 2021-03-09         Article # KB0043147
There are a large number of ways to provide custom permissions in SharePoint Online e.g. so that a sub-site of your site visitors have access to re... Read more
Why can't I configure delivery features to send from the server instead of from the PC?
Updated: 2021-01-08         Article # KB0017728
Unfortunately Cached Exchange Mode does not let you to set this option. If you wish to schedule e-mails with a delayed send time please use the Sou... Read more
Embed ServiceNow form on the corporate Web Site using SitePublisher
Updated: 2021-01-08         Article # KB0050311
Login to SitePublisher using your university credentials. Navigate to where your new page will reside. Select File then New Page Enter ... Read more
How do I save energy whilst at the University?
Updated: 2021-01-08         Article # KB0011359
The obvious way to avoid wasting energy and to save money is to switch equipment off when it isn't in use. The Unversity practices the IT Switch O... Read more
iSurvey - I'm getting lots of blank responses to my survey
Updated: 2021-01-08         Article # KB0063973
This is normal, and partly caused by bots. Please see this help article for more information. Read more
Can I get training for Qlikview?
Updated: 2021-01-08         Article # KB0011756
We do not currently offer any in-house training, however, there are some free courses that are available from QlikTech. Please visit QlikTech for m... Read more
What mailing lists am I on?
Updated: 2021-01-08         Article # KB0039269
The all.soton mailing list system uses data from HR, Banner and Subscribe to add you automatically to mailing lists relevant to your job role or co... Read more
Why don't Windows Remote Server Administration Tools work properly on Windows 10?
Updated: 2021-01-08         Article # KB0017770
There is a bug in the current (Jan 2017) revision of RSAT tools which causes issues with our currently deployed version of Windows 10. If you need ... Read more
How to recover unsaved documents in Office
Updated: 2021-01-08         Article # KB0011923
Follow these steps to find unsaved documents that you were working on in Microsoft Office for Windows: Launch the Office program in question (e.... Read more
How do I print, copy and scan if i have forgotten my ID card?
Updated: 2021-01-08         Article # KB0011649
If you have forgotton your ID card, you can still use the MFD printers. You can use the MFD screen to log in with your username and password. There... Read more
Why isn't Cortana working?
Updated: 2021-01-08         Article # KB0017694
We are working on a fix for release in the near future. This is a known issue with the current version of Windows 10 in our environment. Read more
Safety and Emergency Numbers
Updated: 2021-01-08         Article # KB0011700
Please see the list below for useful/emergency contact numbers: Building Emergencies (electricity, gas, water, etc) 27474 (8am - 4pm) Building ... Read more
Why do some University of Southampton webpages refuse to open in MS Edge?
Updated: 2021-01-08         Article # KB0017751
Because Microsoft Edge is a relatively new web browser, there are many sites (both University and otherwise) which have compatibility issues. These... Read more
Windows updates are not available with an Eduroam connection.
Updated: 2021-01-08         Article # KB0017697
This is a current limitation of the use of Eduroam (and the University's Guest Wi-Fi). At present you will need to connect to the University's VPN ... Read more
iSurvey - can my survey randomly allocate sections to participants?
Updated: 2021-01-08         Article # KB0063989
Yes - please use the "Section Presentation Block" feature to do this. Read more
iSurvey - multiple answer questions cannot be marked as compulsory
Updated: 2021-01-08         Article # KB0063980
Due to technical limitations of iSurvey, multiple answer questions cannot be marked as compulsory. Read more
Show request form questions on a task list in ServiceNow
Updated: 2021-01-08         Article # KB0066779
Requested items (tasks with number RITM*) have questions that are set per form. On a task list you can't personalise a list to show them, so to fin... Read more
Eduroam doesn't always connect automatically on start-up or after waking from sleep
Updated: 2021-01-08         Article # KB0017696
Assuming that you are in range of a University Wireless Access point, the fix contained in the following Knowledgebase Article often fixes this iss... Read more
FAQ Migrating groupsite or intranet.soton to SharePoint Online
Updated: 2021-01-08         Article # KB0043076
Why is the University moving away from groupsite/closing groupsite?Groupsite is based on SharePoint 2010 which is now nearing the end of its supp... Read more
Disable "New Mail" desktop alerts for specific account(s)
Updated: 2021-01-08         Article # KB0012254
This guide is intended for users who manage several email accounts on Outlook and would like to disable "New Email" desktop alerts for a specific a... Read more
All.soton - How do I find why I have been included on a mailing list?
Updated: 2021-06-11         Article # KB0072536
All.soton generates its mailing lists automatically based on the data held in the phonebook, HR organisational data, student Banner data and othe... Read more
How do I delete a site in SharePoint Online?
Updated: 2021-01-08         Article # KB0038520
If you no longer need a site in SharePoint Online and you're one of the owners of that site then you can delete it. Keep in mind that once the site... Read more
Who owns a set of zappers for electronic voting?
Updated: 2021-01-08         Article # KB0011758
Some academic units have bought their own sets of zappers and these are listed below, along with the contact details of the person responsible for... Read more
How do I remove the "Birthdays" calendar from my office 365 calender?
Updated: 2021-01-08         Article # KB0041386
Open your mailbox by going to https://outlook.com/soton.ac.uk Click the cog in the top right Click the “Calendar” link at the bottom right... Read more
How do I know if there has been any problems with the sync between OneDrive and my device?
Updated: 2021-03-09         Article # KB0070314
On a Windows device in the bottom right hand corner of your screen, you will see a blue cloud. (Note: you may have to click the up arrow to see the... Read more
How to Enable Modern Authentication for Office 2013 and Office 2016 Applications
Updated: 2021-01-08         Article # KB0059904
The University is moving towards modern authentication technologies in a drive to ensure optimal security practices and processes including MFA. Wh... Read more
How do I find out about Bob National, the TV Service?
Updated: 2021-01-08         Article # KB0011327
BoB (Box of Broadcasts) National is an innovative shared online off-air TV and radio recording service for UK higher and further education institut... Read more
How do I add a Box of Broadcasts video to Blackboard?
Updated: 2021-01-08         Article # KB0011329
To add a Box of Broadcasts video to Blackboard: Click on the Embed button after the video and click "WAYFless URL". Paste the link into Blackboard... Read more
Blackboard - Arbitrary Course Request
Updated: 2021-01-08         Article # KB0011799
If you would like to create an arbitrary Blackboard course, you will need to complete an Arbitrary Blackboard Request form. An “arbitrary” course i... Read more
Blackboard Arbitrary Course Rollover Request
Updated: 2021-01-08         Article # KB0011800
If you would like to create an arbitrary Blackboard course, you will need to complete a Blackboard Arbitrary Course Rollover Request form. An “arb... Read more
Who can use the Eduroam network?
Updated: 2021-01-08         Article # KB0011624
All staff and students at the University of Southampton can use Eduroam, the wireless network. All visitors from other institutions who use Eduroam... Read more
How do you use Flow to support University processes
Updated: 2021-01-08         Article # KB0039335
Microsoft Flow is a workflow tool similar to consumer products like If This Then That (IFTTT). Flow is very powerful but can be used to create sig... Read more
Why am I getting messages bounced to me with the subject 'Admin request of type'?
Updated: 2021-01-08         Article # KB0011786
Majordomo scans the subject and the first 10 lines of the message body for what might be admin commands (e.g. subscribe requests etc) mistakenly se... Read more
I've just upgraded to Windows 10 and Outlook won't send e-mails to a large distribution lists
Updated: 2021-01-08         Article # KB0017707
The few reported instances of this have been caused by one of the two issues described in the knowledge base article I've just been upgraded to Win... Read more
How do I see the original URL in an Office 365 email when protected by ATP safelinks?
Updated: 2021-01-08         Article # KB0040186
ATP Safe Links , a feature of Office 365 Advanced Threat Protection (ATP), can help protect a organization from malicious links used in phishing an... Read more
How to unlock (Read-Only) folders showing a padlock icon on a Mac computer
Updated: 2021-01-08         Article # KB0057989
It is possible to (accidentally) lock folders in macOS so that they are read-only and protected from accidental deletion. This can happen to both l... Read more
Do I have access to an instant messaging service?
Updated: 2021-01-08         Article # KB0011693
Microsoft Skype for Business (previously Lync) is an instant messaging service available to all students and staff with an Office 365 account at th... Read more
Sharepoint: How to I bulk-upload files in Windows 10?
Updated: 2021-01-08         Article # KB0017737
We are currently investigating issues with the "Multiple document upload" dialog box in SharePoint. Until we have found a solution you can use the ... Read more
Office 365 on SVE/VDI - "Unlicenced Product. Sign in to Set Up Office" Warning
Updated: 2021-01-08         Article # KB0058702
Following the change in the University's external authentication processes, there is an issue with Office on SVE. Office 365 is configured to activ... Read more
How to update your laptop log in password on university Windows laptops
Updated: 2021-01-18         Article # KB0068851
If you reset your university password and are working on a university computer away from campus you will find that you many have lost access to out... Read more
How do I get the MySouthampton mobile app?
Updated: 2021-01-08         Article # KB0011347
The MySouthampton app, is the University of Southampton's official smart device for students and staff giving you access to map services, emails an... Read more
Why, when Adobe Acrobat DC is installed, it does not automatically associate with PDF files? 
Updated: 2021-01-08         Article # KB0017769
following these instructions.Since Adobe Acrobat is primarily designed to create PDFs it is the most likely piece of software to be used with PDFs... Read more
All.soton – How do I view which mailing lists I am a member of?
Updated: 2021-06-01         Article # KB0072528
To view the mailing lists of which you are a member: Visit the all.soton homepage at https://all.soton.ac.uk/ and login if required. Fin... Read more
Use and configure Quick Messages in ServiceNow
Updated: 2020-06-18         Article # KB0061394
Quick Messages are predefined text that can be inserted into emails sent in ServiceNow using the Email Client ("Compose Email"). Permissions to cre... Read more
How do I connect a monitor to a computer?
Updated: 2021-01-08         Article # KB0061331
1. Connect the monitor to the computer using the data cable provided with the monitor. There are several types of monitor port (or socket) includin... Read more
What do I do if I receive a phishing/scam email related to Covid-19?
Updated: 2021-01-08         Article # KB0061107
We’re all concerned about the threat to our health from the Coronavirus pandemic happening around the world at the moment. Unfortunately, that con... Read more
Who are the Digital Learning Team?
Updated: 2021-01-08         Article # KB0020035
The Digital Learning Team works with academic staff and professional services to support technology enhanced learning (TEL) at the University. ... Read more
Why should I switch on Multi-Factor Authentication on my university account?
Updated: 2021-01-08         Article # KB0059601
Multi-Factor Authentication (MFA) is a way of confirming your identity with something you have, typically a phone. After entering your username and... Read more
What software is available on iSolutions HPC systems?
Updated: 2021-01-08         Article # KB0011735
List of all available software modules can be viewed using module command on Iridis or Lyceum login node: module av A few software packages are n... Read more
Why don't links to Shared OneDrive files always appear in emails?
Updated: 2021-01-08         Article # KB0017729
This is currently an open issue with us, and only seems to happen in some circumstances. If you receive an e-mail which you believe should contain ... Read more
Adding Azure Seamless Single Sign On URL to Local Intranet Zone
Updated: 2021-01-08         Article # KB0060032
Azure Active Directory (Azure AD) Seamless Single Sign-On (Seamless SSO) automatically signs you in when you are on University Managed Windows 10 d... Read more
How do I change the language or time zone in Office 365?
Updated: 2019-03-29         Article # KB0041388
Sign in to Office 365 with your work account e.g username12@soton.ac.uk On the top navigation bar, click Settings to open the Settings pane, th... Read more
How do I delete an Outlook email address which is stored in the cache?
Updated: 2021-01-08         Article # KB0027603
You may wish to delete an email address from Outlook desktop client you have sent to previously, particularly if that email address no longer exist... Read more
How do I report suspected misuse of University services?
Updated: 2021-01-08         Article # KB0011357
If you become aware of potential misuse or abuse of our services or breaches of regulations, you should report it via the Service Portal. This can... Read more
How to schedule a Skype for Business meeting with remote participants
Updated: 2021-01-08         Article # KB0031322
Follow the steps below to create a Skype for Business meeting where some of the participants are expected to join the meeting remotely.You may also... Read more
All.soton - When I try to log in to all.soton I receive an error message.
Updated: 2021-06-01         Article # KB0072535
Once you have confirmed that the credentials you are entering are correct, if you still have problems logging in the then please raise a ticket wit... Read more
iSurvey - can I track participants across multiple surveys?
Updated: 2021-01-08         Article # KB0063981
You can use either of the following approaches: add a question to each survey asking the participant to identify themselves use the pre-populat... Read more
Why do I sometimes get a message that "Startup programs are making Windows load slowly"?
Updated: 2021-01-08         Article # KB0017693
ware listed, please contact ServiceLine for advice. If you are happy that the software needs to run, and that the performance degradation is accept... Read more
How do I create an email template within Outlook??
Updated: 2021-01-08         Article # KB0011631
If you are frequently sending an email with the same text it might be helpful to create an email template. You can then just open this to send a me... Read more
Invalid file names and file types in OneDrive and SharePoint
Updated: 2021-03-09         Article # KB0070313
There are various restrictions and limitations that apply to file names and file types when syncing with OneDrive for Business or SharePoint in Mic... Read more
Will I need to use MFA everytime I log in or for every application?
Updated: 2021-05-18         Article # KB0070946
Off Campus When you use MFA on the first log in, ensure that you check the box “ask again in 30 days” whilst on that device. It will not prompt yo... Read more
Why do all new tabs in Microsoft Edge default to the Bing homepage? 
Updated: 2021-01-08         Article # KB0017750
or, more simply, add your preferred search engine as a bookmark.instructions hereMicrosoft are using Edge as a tool to increase the visibility of ... Read more
I've just been upgraded to Windows 10 and now my PC is running slowly
Updated: 2021-01-08         Article # KB0017686
When you log back in after the upgrade, there will still be many back ground processes happening. Examples are local profile creation, software ins... Read more
Is the entire University covered by wireless?
Updated: 2021-01-08         Article # KB0011626
Not yet, but there is a project working on this goal and is getting close. There is already coverage most buildings, especially central, teaching a... Read more
Office 365 email what is ATP
Updated: 2021-01-08         Article # KB0038330
What is Advanced Threat Protection (ATP)? New malware campaigns are being launched every day. ATP in Office 365 helps protect sophisticated ... Read more
ServiceNow file size and other limitations
Updated: 2021-10-05         Article # KB0075613
This KB provides technical information on file size and other limits in ServiceNow. File Attachments Area Limit Variable Maximum fil... Read more
I'm a pre-sessional student - how and when can I set up my new University account?
Updated: 2021-01-08         Article # KB0011681
If you are a pre-sessional student, you will have to wait until you have received your pre-sessional results before you can Subscribe to your new s... Read more
How do I find Public Workstation rooms, and when can I use them?
Updated: 2021-01-08         Article # KB0011362
You can find a full list of Public Workstation rooms by clicking on the following link: http://data.southampton.ac.uk/generic-products-and-services... Read more
How do I remove delegate access within ServiceNow?
Updated: 2021-01-08         Article # KB0011416
If you have been away from the business for a period of time, you will have set up a delegate user within ServiceNow so that your workload can be m... Read more
iSurvey - can I add an external colleague to a survey?
Updated: 2021-01-08         Article # KB0063932
Anyone can complete an iSurvey survey, but in order to be able to modify a survey, a University of Southampton computing account is required. If a... Read more
Outlook - Not loading old emails
Updated: 2021-07-16         Article # KB0073767
This document shows you how to load emails that are older than one year old.Open Outlook, then click on 'File' > Account settings and then select “... Read more
Raiser's Edge - Set up Address Accelerator
Updated: 2021-01-08         Article # KB0012296
Address Accelerator is a tool for looking up UK addresses in Raiser's Edge but it needs to be configured by each user. Launch Raiser's Edge and go... Read more
Office 365 What is Data Loss Prevention (DLP)?
Updated: 2021-01-08         Article # KB0038329
Data Loss Prevention helps you to keep important information safe by reducing the risk of sending sensitive or critical information internall... Read more
Vevox (formerly Meetoo) - logging in
Updated: 2020-06-25         Article # KB0051158
University staff can log in to Vevox at https://southampton.vevox.com with their university details which will set them up with a Vevox tutor accou... Read more
I can't see my timetables in the MySouthampton app
Updated: 2021-01-08         Article # KB0012523
https://timetable.soton.ac.uk/The Timetable feature is only available for students with individual timetables that are found from: If your timeta... Read more
Will my existing bookmarks and links to Lynda.com courses still work after the upgrade?
Updated: 2020-04-01         Article # KB0042401
Links to Lynda.com content will cease to work at the end of May 2020 The redirects from Lynda.com content to Linkedin Learning content will cease ... Read more
How can I tell if I'm using MS Edge or Internet Explorer?
Updated: 2021-01-08         Article # KB0017743
Microsoft are heavily promoting their new "Edge" browser, to the point where we are unable to unpin it from your taskbar for you by default. You m... Read more
Windows 10 - Microsoft Edge Printing in Colour
Updated: 2021-01-08         Article # KB0012519
When attempting to print a page in MS Edge in colour, even after selecting the colour printer queue, it still prints in mono. This is a current "f... Read more
All.soton - How do I get someone removed as a moderator from one or more mailing lists?
Updated: 2021-06-11         Article # KB0072541
Mailing list moderators confirm that messages sent to a mailing list are appropriate before the members of the list receive a message. If you wou... Read more
If I have connected my Linked In profile and my LinkedIn Learning profile can I disconnect them?
Updated: 2021-01-08         Article # KB0042392
Yes. This needs to be done for you by Linkedin Learning Go to https://www.linkedin.com/help/learning/answer/72056?trk=hc-articlePage-sidebar Ex... Read more
How do I install CorelDRAW Graphics Suite?
Updated: 2020-04-02         Article # KB0011675
CorelDRAW Graphics Suite is a number of graphic design applications used in vector illustration, photo-editing and website design. If you are a st... Read more
How do I find out where a free Public Workstation is located?
Updated: 2021-01-08         Article # KB0011364
You can check to see where Public Workstations that are not currently in use are situated using the link below:Public Workstation AvailabilityMove ... Read more
I've installed the application for Eduroam and wireless printing. How do I connect?
Updated: 2021-01-08         Article # KB0011625
To connect to Eduroam you must use your full username e.g. ab1c23@soton.ac.uk and your password. Read more
After upgrading to Windows 10 Outlook preferences, options & additional inboxes/calendars have reset
Updated: 2021-01-08         Article # KB0017708
If you have used the Windows 10 Self-Service upgrade method, we have endeavoured to copy as many of these preferences across for you as we possibly... Read more
Redeploy the Business World (Agresso) Desktop Client
Updated: 2021-01-08         Article # KB0053594
Redeploying/reinstalling the Business World desktop client can help users experiencing slow performance. Exit the Business World client if it is a... Read more
The Note button in Action Centre gives the error "You'll need a new app to open this onenote-cmd"
Updated: 2021-01-08         Article # KB0017731
University machines use the version of OneNote which comes as part of Office 2016. Unfortunately Microsoft have hard-coded the Note button in the A... Read more
Why won't Microsoft Edge print in Colour?
Updated: 2021-01-08         Article # KB0017753
When attempting to print a page in Edge in colour, even after selecting the colour printer queue, it still prints in mono. This is a current "feat... Read more
Voting buttons in Outlook Web Version
Updated: 2021-01-08         Article # KB0041716
Within Microsoft Outlook, on a Windows device, voting buttons can be viewed.However, this functionality is not supported within Outlook Web or Outl... Read more
Connect ro RDP Sessions From Linux
Updated: 2021-01-08         Article # KB0061316
rdesktop seems to be deprecated, or at least lacks some of the security features required to connect to modern RDP sessions. Luckily, its replaceme... Read more
How do I get IT help throughout the University?
Updated: 2021-01-08         Article # KB0011356
ServiceLine is the University's IT helpdesk. The main route to contact us is via the Service Portal. If your enquiry is urgent, you can contact S... Read more
Windows Display Settings (Windows P)
Updated: 2020-06-26         Article # KB0054727
To change the windows desktop set-up between PC screen only, duplicate (mirror), Extended or second screen (projector) only. Please use the followi... Read more
Why doesn't my [website which needs Silverlight] work in Microsoft Edge?
Updated: 2021-01-08         Article # KB0017752
) and is now only supported by Internet Explorer. If you need to access a website which needs Silverlight, please use Internet Explorer inste... Read more
All.soton – How do I view/contact the moderators of a mailing list?
Updated: 2021-06-11         Article # KB0072530
To view the moderators of a list: First, find the mailing list in question by searching or browsing (see ‘Which mailing lists exist? How to find ... Read more
The Importance of Patching Software and Operating Systems
Updated: 2021-01-08         Article # KB0065546
We all know that software updates are a bit of a pain – they take time away from our work and can often mean we might not be able to use our device... Read more
Logging in to another mailbox using Outlook Web Access
Updated: 2021-01-08         Article # KB0011945
To open another user’s mailbox: Log in to Outlook Web Access using your own mailbox email address and password Click on your name in the upper ... Read more
How do I set up notifications in Teams?
Updated: 2021-03-09         Article # KB0038574
For notifications to work at their best, make sure you know how to add a Favourite or follow a channel in Office 365 Microsoft Teams It is recom... Read more
Is there a mobile app for iSurvey?
Updated: 2021-01-08         Article # KB0063978
There is not a native mobile app for iSurvey, although the web site should work on mobile devices without issues. Read more
Modern Authentication - How to access your University Office 365 mailbox from a Linux Device
Updated: 2021-05-18         Article # KB0060350
This article explains how to connect to your Office 365 mailbox from a Linux Client device. Please use an option within the 'Fully Supported' secti... Read more
How do I log into and use Bob National, the TV Service?
Updated: 2021-01-08         Article # KB0011328
To log into Bob National, the TV service, please follow the below instructions: Go to http://bobnational.net and click on "Log in" Start typing "S... Read more
I am organising a conference, can I have a website?
Updated: 2021-01-08         Article # KB0011708
We can help you set up a conference site to manage the processes relating to registrations and submissions. To request a new website please complet... Read more
How do I manage my Support Ticket email notifications?
Updated: 2021-01-08         Article # KB0011422
ServiceNow sends emails to users when they create tickets (for example, Incidents or Requests), and at various points throughout the life of that t... Read more
Office 365 What is Information Rights Management (IRM)?
Updated: 2021-01-08         Article # KB0038334
Information Rights Management (IRM) is a way for users to protect sensitive information contained inside emails It allows users to control rights, ... Read more
How do I find out about the Lyceum Linux Teaching Cluster Service?
Updated: 2021-01-08         Article # KB0011325
Lyceum is a service providing a powerful Linux High Performance Computing facility to undergraduate and MSc students. It is particularly designed t... Read more
Why can't I now see the location of the 'My Documents' folder?
Updated: 2021-01-08         Article # KB0017734
Please contact ServiceLine for advice - depending on your situation this may not be a routine issue. Read more
How do I access the Media FHE service?
Updated: 2021-01-08         Article # KB0057634
To access the Media FHE service, use a web browser on a computer connected to the University network and go to the address http://www.mediafhe.com/... Read more
SharePoint Online - display and sharing calendars across sites on modern pages
Updated: 2021-01-08         Article # KB0052377
SharePoint modern pages do not have an in-built way of showing a calendar in a traditional calendar view, iSolutions have added a custom web part t... Read more
Configuring and Using Microsoft Defender for Endpoint for macOS
Updated: 2021-01-08         Article # KB0067424
Table of Contents Opening Microsoft Defender for Endpoint Managing Settings Checking for Updates Checking your Protection History Running ... Read more
How do I create a new email signature?
Updated: 2021-01-08         Article # KB0038296
How do I create a new email signature? If you use both Outlook Web App and Outlook desktop app, and want a signature, you need to create a s... Read more
What is Phishing?
Updated: 2021-01-08         Article # KB0011665
Phishing is a term used to describe a fraudulent attempt to acquire information such as usernames, passwords and credit card details by pretending ... Read more
How do I access PGR Tracker?
Updated: 2021-01-08         Article # KB0011656
To access PGR Tracker, use a web browser to go to pgrtracker.soton.ac.uk and log on with your University username and password. PGR Tracker can b... Read more
Can I restore content in my University OneDrive?
Updated: 2021-03-30         Article # KB0070579
If you accidently delete a file or folder in your University OneDrive then you may be able to recover it from later from your OneDrive recycle bin.... Read more
Are there any folders in my University OneDrive that I shouldn't remove?
Updated: 2021-03-30         Article # KB0070576
Microsoft autogenerates the following folders, i.e. if you remove them they will return as soon as you start using the associated service again. ... Read more
How do I guard against illegal downloading, and what do I need to know?
Updated: 2021-01-08         Article # KB0011335
Everything you need to know about illegal downloading can be found below: File sharing File sharing programs are not illegal. However, if they are ... Read more
How do I share a calendar in Outlook?
Updated: 2021-01-08         Article # KB0011879
To share your calendar with another user: On the Home tab, in the Share group, click Share Calendar In the Sharing Invitation that appears, ens... Read more
All.soton – How do I view the number of people on a mailing list?
Updated: 2021-06-11         Article # KB0072531
To discover how many people would be contacted when you email a mailing list: Search or browse to the mailing list details page – see W... Read more
I've just been upgraded to Windows 10 and now Outlook isn't finding e-mails when I search for them.
Updated: 2021-01-08         Article # KB0017710
The most likely reasons for this are that your Exchange inboxes: haven't finished synchronising yet (see the knowledgebase article "I've just be... Read more
I am running Norton Personal Firewall and can't access Lynda.com
Updated: 2020-06-25         Article # KB0011644
If you are running Norton Personal Firewall, or if you have Privacy Control activated, please do the following: Double-click on the SSL-Secured ic... Read more
How to share your SharePoint Online site
Updated: 2021-01-08         Article # KB0038521
A key use of SharePoint Online is the sharing (or collaborating) of content within your site. Use the instructions below to add University or exter... Read more
How to create a new Knowledge Base article
Updated: 2021-11-18         Article # KB0070762
The Knowledge Base contains articles with solutions to questions and issues staff and students may come across at the university, e.g. how do I set... Read more
How do I renew my Windows licence?
Updated: 2020-04-07         Article # KB0061572
If you have received a message to say your Windows licence has expired, please complete the following: Connect to the university’s Virtual Priv... Read more
Payslips or P60 are not printing properly from MyHR in Internet Explorer
Updated: 2020-11-26         Article # KB0012020
You cannot print from MyHR if you have it open in Internet Explorer. If you wish to print off a paylip or P60, you must log into MyHR from within G... Read more
All.soton - How do I get someone added as a moderator to one or more mailing lists?
Updated: 2021-06-11         Article # KB0072540
Mailing list moderators confirm that messages sent to a mailing list are appropriate before the members of the list receive a message. If you wou... Read more
Why have I received an email with a subject line "BOUNCE @lists.soton.ac.uk: Non-member submission"
Updated: 2021-01-08         Article # KB0011784
This can happen for two different reasons: Someone who is not on the list has tried sending to the list Someone on the list is entered with the... Read more
iSurvey - can I assign different surveys to different participants?
Updated: 2021-01-08         Article # KB0063988
Yes - please use the "My Conditions" feature to do this. Read more
Who are the mailing list moderators?
Updated: 2021-01-08         Article # KB0039265
The all.soton mailing lists that require moderation are moderated by staff based within the faculties or professional services. To find out who t... Read more
I have changed my University password - what other action do I need to take?
Updated: 2021-01-08         Article # KB0011754
After you have changed your University password, you may need to take some further action: If you have a Windows PC/laptop you are advised to re... Read more
How do I embed Bob National TV Programmes into Blackboard?
Updated: 2021-01-08         Article # KB0011330
To embed Bob National TV Programmes into Blackboard, please follow the instructions below: Click on the Embed button after the video and click "Em... Read more
How to reassign an incident or request item in ServiceNow
Updated: 2021-06-30         Article # KB0073251
The guidance below explains how to assign an incident or request item (ticket) from one team to another within ServiceNow. If you have any queries... Read more
I have a problem with EdShare
Updated: 2021-01-08         Article # KB0012525
edshare@soton.ac.uk via: EdShare Support TeamFor technical help with EdShare, please contact the Read more
How do I recover deleted items in Office 365?
Updated: 2021-01-08         Article # KB0038320
Recover deleted items or email in Outlook Web App When you accidentally delete an item from your mailbox, you can often recover it. The first plac... Read more
How do I add an attachment to an Issue or Request in Self-Service?
Updated: 2021-01-08         Article # KB0011423
In order to attach a document to an Issue ticket within Self-Service, please do the following: Firstly, create the ticket with full descriptions a... Read more
Computer Aided Assessment - Post Test Report
Updated: 2021-01-08         Article # KB0011801
If you have run a Computer Aided Assessment and wish to feedback information to iSolutions, please use the Computer Aided Assessment - Post Test Re... Read more
Why doesn't my piece of software work now that I'm on Windows 10?
Updated: 2021-01-08         Article # KB0017768
If your software is one of our managed items, and has been installed from the "Additional Software" portal please contact ServiceLine for advice. ... Read more
HelpMe! Support Applicaton
Updated: 2021-01-08         Article # KB0034714
When asked by your agent, please click on the attachment. What happens next? Click the HelpMe! Application button above – your browser will dow... Read more
How do I turn off iCloud Drive when installing macOS Sierra on a University Mac?
Updated: 2021-01-08         Article # KB0012346
On upgrading to macOS Sierra, you will be offered the option to log on to an Apple account. If you do this, Apple offer the option to store your De... Read more
Which web browsers can I use with Office 365?
Updated: 2021-01-08         Article # KB0011315
If you want to get the best out of Microsoft Office 365 online when using features with a browser we recommend using a modern browser. Please revie... Read more
What impact will setting up MFA on personal devices have on my data usage allowance?
Updated: 2021-04-19         Article # KB0071133
There may be no to minimal impact on your phone’s data usage; minimal data usage if downloading the Authenticator App. If you’re worried about data... Read more
Why have I received an email with a subject line "BOUNCE @lists.soton.ac.uk:Header field too long"?
Updated: 2021-01-08         Article # KB0011782
Majordomo rejects messages whose header field is longer than 1024 characters. All messages with such a long header are not posted to the list but b... Read more
iSurvey Save and Quit feature
Updated: 2020-06-26         Article # KB0017462
By default, iSurvey allows people to save their survey answers and return later to complete the survey. They use the 'Save and Quit' button at the ... Read more
External Sender Banner on Emails
Updated: 2021-01-08         Article # KB0066757
External Sender Banner Email received from senders outside of the University will contain a warning banner at the top of the message. The pur... Read more
I've upgraded to Windows 10 and now Word, Excel or Powerpoint isn't very stable.
Updated: 2021-01-08         Article # KB0017740
If you are having stability issues with any Microsoft Office product, these may be being caused by pending Microsoft Office Updates. To check to se... Read more
Configuring a Walk-up Location in ServiceNow
Updated: 2021-09-23         Article # KB0075417
Configuring a Walk-up location requires the admin or sn_walkup.walkup_admin roles. Navigate to Walk-up Experience > Administration > Walk-up Locat... Read more
Office 365 - Changing your default locale to correct American Date Format
Updated: 2021-01-08         Article # KB0012517
By default Office365 WebApps default to an American date format (mm/dd/yyyy). This can be corrected by changing your Regional Settings within Offic... Read more
How to create and manage SharePoint and Groupsite sites
Updated: 2021-01-08         Article # KB0012467
Please follow this link for instuctions on creating and managing SharePoint and Groupsite sites: Groupsite Support Guide Read more
macOS Catalina (10.15) does not support older (32-bit) software
Updated: 2021-01-08         Article # KB0055229
Apple’s latest operating system, macOS Catalina (10.15) was released on 7th October 2019. macOS Catalina no longer supports older (32-bit) applica... Read more
Being directed to a login page on Linkedin Learning
Updated: 2020-06-26         Article # KB0011643
If you are directed to a Linkedin Learning page, you will need to login through our 'authentication' service. Please select 'Sign In' Enter you... Read more
Using the Microsoft Defender for Endpoint Installer for macOS (from Software Download Site)
Updated: 2021-01-08         Article # KB0067423
Table of Contents Before you start Installing on macOS High Sierra, Mojave, Catalina or Big Sur (10.13-10.15 plus 11.0) Allowing Microsoft D... Read more
My PC sometimes gets stuck on an "Applying Group Policy (Extensions)" screen
Updated: 2021-01-08         Article # KB0017691
are currently investigating this issue. At present it is believed to happen only very infrequently and with no obvious cause. If this happens to y... Read more
ServiceNow - Relate Services to Capabilities
Updated: 2020-07-06         Article # KB0063539
To build a Business Capability Model (BCM) for the University requires relationships to be set between the Systems & Services provided and Business... Read more
How do I get started with iSurvey?
Updated: 2021-01-08         Article # KB0063971
iSurvey has a built-in "help" and "tour" function - these can be accessed from the "take a tour" and "news and help" links above the log-in box on ... Read more
Cannot expand the folder. There is not enough memory available to perform the operation.
Updated: 2021-01-08         Article # KB0039042
Users get an error opening outlook of Cannot expand the folder. There is not enough memory available to perform the operation. To resolve this ... Read more
How does iSolutions use the information provided by users when responding to survey requests?
Updated: 2021-01-08         Article # KB0047096
User Research Statement This User Research Statement explains how iSolutions will use and disclose the information submitted in response to user r... Read more
Cannot make choices on the Student Choice web application
Updated: 2021-01-08         Article # KB0011425
If you are presented with an error advising you have no choices to make or otherwise, this is not an IT issue. The error you are seeing is related... Read more
How do I import/export email rules into Office 365?
Updated: 2021-01-08         Article # KB0038298
How do I import/export rules? Importing a set of rules: 1. Click the File tab. 2. Click Manage Rules & Alerts. 3. Click Op... Read more
Why am I receiving emails bounced to me rather than being sent to my Majordomo list?
Updated: 2021-01-08         Article # KB0011785
These returned messages have subjects like Subject: BOUNCEmy-list@lists.soton.ac.uk: Admin request: /^subject:\s.*\bchange\b.*\baddress\b/i Majord... Read more
Turning Point Software
Updated: 2020-06-25         Article # KB0011759
Turning Point software is available on every PC installed in the university’s teaching rooms. You can quickly locate and open it by typing ‘turn’ i... Read more
How do I find out about Public Workstations?
Updated: 2021-01-08         Article # KB0011361
You have access to approximately 1,700 public workstations within rooms on all campuses and in most halls of residence. You may log in and use thes... Read more
How do I access PGR Tracker?
Updated: 2021-01-08         Article # KB0011139
To access PGR Tracker, type pgrtracker.soton.ac.uk straight into your browser address bar to access the system. There is no additional set up requi... Read more
I've just been upgraded to Windows 10 and there is a large amount of disk activity
Updated: 2021-01-08         Article # KB0017689
will cause a large amount of disk activity for their duration. After the bulk of these have completed Windows runs an additional set of performanc... Read more
How do I know which of my OneDrive files I have shared and with whom?
Updated: 2021-03-30         Article # KB0070535
The visible evidence of whether a file / folder has been shared is best seen in the Web version of OneDrive. (Note: the Desktop / File Explorer ver... Read more
Business World (Agresso) Desktop appearing to 'freeze' frequently during use
Updated: 2021-01-08         Article # KB0012447
This could be due to a large list of items in the 'Alert List' section of Business World (Agresso) Desktop: In Business World (Agresso) Desktop go... Read more
Why doesn't the fingerprint reader on my laptop work any more?
Updated: 2021-01-08         Article # KB0017767
Laptop fingerprint readers have never been routinely configured as a part of any of our builds. If you need to use yours again please contact Servi... Read more
What other wireless networks are there?
Updated: 2021-01-08         Article # KB0011623
Other wireless networks are available including the following, although it is recommended that Eduroam is used where possible: National Oceanogr... Read more
How do I report a fault in a Common Learning Space?
Updated: 2020-06-26         Article # KB0011412
We visit these areas on a daily basis to ensure that, as far as possible, they are in good working order. However, should you find a problem with t... Read more
I need help with MySouthampton
Updated: 2021-01-08         Article # KB0011766
I can't see my timetable or the app is not working correctly Before contacting iSolutions you can look at our help pages found here to see if there... Read more
How to export and import your web browser bookmarks
Updated: 2021-01-08         Article # KB0065580
Introduction Following is a guide on how to export and import your bookmarks in each of the most popular browsers. The method used here is the ... Read more
Accessing Microsoft OneDrive on Common Learning Space (Teaching) Workstations
Updated: 2021-01-08         Article # KB0051163
To access your Microsoft OneDrive documents on a Common Learning Space (teaching) Workstation: Run the "OneDriveSetup" application from the S... Read more
Office 365 - "We weren't able to register your device and add your account to Windows" error
Updated: 2021-01-08         Article # KB0060072
Under certain circumstances, the initial setup and activation process of Office 365 may ask you if you want to "use this account everywhere on your... Read more
How do I call Switchboard and what are the opening hours?
Updated: 2021-01-08         Article # KB0011673
The University Switchboard receives calls from outside the University from callers dialling 023 8059 5000. It is open on workdays from 08:30am - 5:... Read more
How do I book a Public Workstation for my teaching?
Updated: 2021-01-08         Article # KB0011365
Some Public Workstation are available for teaching. If you need to book a Public Workstation for teaching purposes, please email Curriculum & Timet... Read more
MFA - Using App Passwords
Updated: 2021-09-15         Article # KB0075243
If you’re reading this there’s a good chance you’re using an older application to access your Office 365 account, or you have some other specia... Read more
RunDLL32 error in Outlook when adding generic email accounts
Updated: 2021-01-08         Article # KB0056259
Error: When attempting to add a generic email account to Outlook via email settings through control panel or via the outlook application user recei... Read more
How do I set up an auto-response email when I am out of office?
Updated: 2021-01-08         Article # KB0011632
To set up an auto-response email go to File, select Automatic replies, click the bubble Send automatic replies and select the dates and times you w... Read more
Use of soton.unity.ac service
Updated: 2021-01-08         Article # KB0011740
iSolutions has taken steps to prevent our users from logging onto the "soton.unity.ac" service. This service is not provided by, affiliated with or... Read more
Using BitTorrent P2P file sharing
Updated: 2021-01-08         Article # KB0023440
BitTorrent P2P The BitTorrent protocol is disallowed on the University network in order to improve security and reduce illegal activity. The Univ... Read more
Hyperlinks to LinkedIn Learning not working
Updated: 2020-04-01         Article # KB0060385
Does the link contain the string Lynda.com? All links to Lynda.com will cease on May 31st 2020. Since our migration from Lynda.com to LinkedIn Lea... Read more
How do I install Erdas Imagine?
Updated: 2020-06-26         Article # KB0011689
Erdas Imagine is software used in geospatial data authoring. As a student: Imagine is available on all common learning space PCs. The shortcuts ar... Read more
How do I Show or follow a channel in Office 365 Microsoft Teams?
Updated: 2021-03-09         Article # KB0038626
When you Show a channel, it stays visible in your teams list. If you follow a channel, you receive direct notifications whenever there's new chan... Read more
iSurvey - can participants fill in my survey offline?
Updated: 2021-01-08         Article # KB0063977
iSurvey does not have an "offline mode" - the closest option is to have the participants print out the survey (or be given a print-out), fill it ou... Read more
iSurvey - can I match participant's responses to invitations?
Updated: 2021-01-08         Article # KB0064025
The invitation feature in iSurvey tracks whether someone has clicked on the link they were sent, but it does not allow you to tie it to their respo... Read more
Can my visitor have a University IT account?
Updated: 2021-01-08         Article # KB0011699
Access to computing facilities is not normally allowed to anyone other than current members of the University (holders of a valid University ID car... Read more
Where do I go to find SitePublisher support?
Updated: 2021-01-08         Article # KB0012465
You will find the answer to many SitePublisher related queries in our detailed Support Guide. We suggest you search this guide and attempt to find ... Read more
How do I book a Common Learning Space for a presentation?
Updated: 2021-01-08         Article # KB0011366
Across the University campuses, there are many centrally-bookable teaching spaces, ranging from classrooms catering for small groups to large lectu... Read more
How do I book a video conferencing room?
Updated: 2021-01-08         Article # KB0011747
Video conferencing rooms are booked through Web Room Booking, which is available via SUSSED on the Quick Links (Services) channel. If you request... Read more
How do I to re-add my non-MFD networked printer?
Updated: 2021-01-08         Article # KB0017754
Please contact ServiceLine to get the fully qualified name of the printer you need to re-add. Once this has been received Click the Start button... Read more
Using unsupported apps or online services
Updated: 2021-03-19         Article # KB0070766
What to consider before using an unsupported app or online service Thinking of using an app or online service in your teaching which is not provid... Read more
What is my Office 365 email quota?
Updated: 2021-01-08         Article # KB0038317
Each users get 50GB of email space in their primary email account. Staff also have an online archive that has an extra 50GB of space see Office 365... Read more
How do I create a rule in Office 365 to filter student emails?
Updated: 2021-01-08         Article # KB0038297
How can I create a rule to filter student emails? Student emails can be filtered based on the following email header: x-soton-user: student ... Read more
Adding a new CMDB application (environment) entry record to ServiceNow
Updated: 2021-04-01         Article # KB0070761
CMDB (configuration management database) application entries can be created within ServiceNow by iSolutions staff. An application refers to an env... Read more
Computer and Office Moves
Updated: 2021-01-08         Article # KB0012115
If you are moving desks or moving offices and you need help moving your computer, please put in a portering request on the Planon system to have yo... Read more
What videoconferencing services are available at the University?
Updated: 2021-01-08         Article # KB0011746
The University has a number of bookable Common Learning Spaces that allow users to talk face to face with other users with videoconferencing facili... Read more
No drives are mapped when connected via Eduroam or VPN.
Updated: 2021-01-08         Article # KB0017698
This is normal and by design - there can be significant adverse effects if a mapped drive becomes disconnected whilst in use. Standard drives are o... Read more
Adding a new CMDB service entry record to ServiceNow
Updated: 2021-04-01         Article # KB0070951
CMDB (configuration management database) service entries can be created within ServiceNow by iSolutions staff. CMDB entries will also need to be c... Read more
What is eAssignment?
Updated: 2020-06-26         Article # KB0011787
The University eAssignment system is for electronic submission, marking and feedback of student work. It is currently used to varying amounts by al... Read more
How do I manage a committee using SharePoint Online
Updated: 2021-01-08         Article # KB0039901
iSolutions has created a template to help with creating/managing a committee using SharePoint Online. Note that this is fairly basic at... Read more
Web browser related issues when accessing the Git service
Updated: 2021-01-08         Article # KB0057543
For information about what web browser versions are supported when using the University's Git service at https://git.soton.ac.uk please see https:/... Read more
Potential Issues with New Mac operation system macOS Monterey
Updated: 2021-10-22         Article # KB0076117
<!-- /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {mso-style-unhide:no; mso-style-qformat:yes; mso-style-parent:""... Read more
How do I guard against phishing attempts?
Updated: 2021-01-08         Article # KB0011309
The University frequently experiences phishing attempts. It is important for all University staff and students to be aware and able to recognise a... Read more
Install eSigner/Gemalto/PT-X software
Updated: 2020-05-06         Article # KB0059934
Requirements: payment software must only be used on a University Windows PC (/Laptop) and you will need to connect to VPN to install additional sof... Read more
How to connect a Mac device to eduroam, the University's Wi-Fi Service
Updated: 2021-08-16         Article # KB0065938
Connect a Mac device to eduroam Click the Wi-Fi icon on the menu bar. Select eduroam from the list. Enter your University username followed by ... Read more
How do I save documents locally to my University machine (such as C:\local)?
Updated: 2021-01-08         Article # KB0011694
The local hard drive (C:\local) is intended for temporary storage of data. The amount of data is limited by the size of the hard drive on the machi... Read more
Personal device marked as disabled, unable to sign into Teams and other Office Apps
Updated: 2021-02-25         Article # KB0069954
If you are unable to sign into Teams or any other Office 365 application with the following error message: Or you see the following error ... Read more
How do I install Autodesk Education Master Suite?
Updated: 2020-06-25         Article # KB0011899
AutoCAD is computer-aided design (CAD) and drafting software. Amongst the products provided, AutoCAD, AutoCAD Mechanical, Autodesk Inventor are inc... Read more
How do I Know where my office 365 data is stored?
Updated: 2021-01-08         Article # KB0040188
Currently the University Office 365 tenant is hosted in the Microsoft European Union. We are waiting for the University Office 365 tenant to be mig... Read more
How do I access Linkedin Learning from within Linkedin?
Updated: 2021-01-08         Article # KB0042399
If you connected your Linkedin Learning profile to your personal Linkedin profile then click the Learning icon at the right hand end of the Linke... Read more
How do I submit my application to my supervisor in Ergo?
Updated: 2021-01-08         Article # KB0012527
After you have completed your IRGA form and attached all relevant documents a big green button labelled ‘Submit this research proposal’ appears at ... Read more
Cyber Essentials Certification
Updated: 2021-08-02         Article # KB0064852
iSolutions are pleased to confirm that the University has once again been awarded NCSC Cyber Essentials certification. In a slight change of scope... Read more
Will I have a phone, internet and television in halls?
Updated: 2021-01-08         Article # KB0011789
Student Halls Rooms now have both Wired Network Points and Eduroam Wifi coverage. There will be at least one network point on the wall in your room... Read more
Intermittent Eduroam reconnection failures on Windows 8.1 or 10 Laptops
Updated: 2021-01-08         Article # KB0012455
If you are experiencing occasional reconnection failures with Eduroam on your Windows 8.1 or 10 laptop: Disconnect from Eduroam (if connected) ... Read more
How do I change my contact details on the internal telephone directory?
Updated: 2021-01-08         Article # KB0011614
To change your contact details on the internal telephone directory, follow the below instructions: 1. Go to Subscribe 2. Click on 'Sign in to man... Read more
What should i use the Shared Resource Filestore ('J: Drive') for?
Updated: 2021-01-08         Article # KB0011658
You should use the Share Resource Filestore ('J: Drive') for storing all work related files and data that are to be shared with your Faculties, Aca... Read more
How do I connect to Eduroam using the Eduroam Configuration Assistant Tool?
Updated: 2021-01-08         Article # KB0012242
Connecting to Eduroam is easy, but please ensure you log in with your full University username e.g. ab1c15@soton.ac.uk. All staff and students can... Read more
Requests for a Virtual Machine
Updated: 2021-01-27         Article # KB0011901
Virtual Machine (VMware) Options Virtual Machine Provision and Charging OverviewiSolutions provides Virtual Machine services to University staff. ... Read more
How do I clear my browser's cookies and other data?
Updated: 2021-01-08         Article # KB0031316
Please see the following sections to find out how you can clear browsing history, content and cookies - this can be useful if you are having proble... Read more
How do I create a team in Microsoft Teams?
Updated: 2021-01-08         Article # KB0039218
First read our best practice guidance on Teams (below) Go to the Office 365 homepage - www.southampton.ac.uk/365/ Click the icon for Teams (if... Read more
iSurvey - I can't find my colleague to add them as an editor for my survey
Updated: 2021-01-08         Article # KB0063967
The list of people in iSurvey only updates once per day, so if you are trying to add a new member of staff, it's best to wait a day before trying t... Read more
Zepler.org/Zepler.net Dropped Email
Updated: 2021-01-08         Article # KB0059887
Previously, the University offered ECS Graduates a zepler.net/zepler.org email address which could be forwarded on to a private non-university emai... Read more
Where are all my files saved when I'm using SVE? Can I print when using SVE?
Updated: 2021-01-08         Article # KB0011630
File access using an SVE virtual desktop is the same as from a common learning space computer: in both cases, your files are available via the 'Des... Read more
IT equipment requests during COVID-19 response
Updated: 2020-04-20         Article # KB0061348
As part of the University's reaction to COVID-19, the purchasing of computer hardware including desktop computers, monitors, laptops and other mobi... Read more
How do I report building maintenance or access issues?
Updated: 2021-01-08         Article # KB0011907
If you have any issues that relate to buildings maintenance, door access, key or lock requests, please go to the Planon Self-Service website.This c... Read more
How do I remove and re-add a calendar within Outlook?
Updated: 2021-01-08         Article # KB0012098
Sometimes, a calendar needs to be re-added to your Outlook window for one of a number of reasons. This can include the calendar changing location o... Read more
How do I access Linkedin Learning?
Updated: 2020-06-26         Article # KB0011642
To access Linkedin Learning and log in, go to: https://www.southampton.ac.uk/linkedinlearning/index.page? You can log into Linkedin Learning from a... Read more
How do I restore a deleted file or folder from a Windows PC?
Updated: 2021-01-08         Article # KB0011659
To restore a deleted file or folder, please use the below step-by-step instructions: In Windows Explorer, find the folder that contained the file ... Read more
AV Support Request Form
Updated: 2021-10-04         Article # KB0012384
There is a single form to complete if you require services from the iSolutions AV Support team.Many services to support timetabled teaching can be ... Read more
How do I know when to save files to my C: drive?
Updated: 2021-01-08         Article # KB0011321
On staff computers, the C: drive is intended only for temporary storage of data. The amount of data is limited by the size of the hard drive on the... Read more
Diverting University Phones to External Destinations
Updated: 2021-01-08         Article # KB0061182
Diverting University Phones to External Destinations To Divert your University Phone to an External Destination you will need key in one of the... Read more
Items in my University OneDrive are persistently in a sync pending status, what can I do?
Updated: 2021-03-30         Article # KB0070581
There are several reasons why your file or folder is stuck in sync pending status. This Microsoft support page explains what actions you can take t... Read more
All.soton - How do I get myself removed from a mailing list that is not relevant?
Updated: 2021-06-07         Article # KB0072539
Membership of all.soton mailing lists is built from a variety of data sources. If you are receiving email for a mailing list to which you think... Read more
How do I request media to support my teaching or research?
Updated: 2021-01-08         Article # KB0020032
Creative Media can be requested by researchers, members of academic units, and professional services To make a request, please fill out the follow... Read more
Taking your desktop computer and other peripherals home for remote working
Updated: 2020-07-27         Article # KB0063062
In accordance with the Continued Work from Home guidance, staff across the university are now able to take their university desktop machines home... Read more
What are the terms of use for MySouthampton?
Updated: 2021-01-08         Article # KB0011296
The terms of use for the MySouthampton mobile app are below: Terms and Conditions of Use IMPORTANT NOTICE: PLEASE READ CAREFULLY BEFORE INSTALLING... Read more
Vevox (formerly Meetoo) in CLS rooms
Updated: 2020-04-24         Article # KB0056247
In order to access the Vevox PowerPoint plugin in CLS rooms, users first need to click on the Vevox desktop icon, which will launch PowerPoint with... Read more
How do I create an Out of Office message in Office 365?
Updated: 2021-01-08         Article # KB0038316
To set an Out of Office via Outlook Web App: Use automatic replies in Outlook Web App whenever you want to let people who send you email know that... Read more
As a member of staff, how do I install Matlab?
Updated: 2020-06-26         Article # KB0011348
Matlab is available to staff on University-provided laptop or PC via Microsoft Application Virtualisation (App-V). To download it to your computer,... Read more
iSurvey - people can't access my survey
Updated: 2021-01-08         Article # KB0063976
There are several access controls for a survey - whilst logged in, select the survey, and select "settings" from the left hand menu, then check: ... Read more
How do I save documents locally to my University Windows 7 machine? (C: local)
Updated: 2021-01-08         Article # KB0011322
To save documents locally to your University Windows 7 machine, take the following actions: Creating a Local Folder Click on Start Click on Co... Read more
Restoring Emails That Have Been Auto-Archived
Updated: 2021-01-08         Article # KB0012043
If you have a large number of emails that have been archived that you wish to move back to your University mailbox, please follow the instructions ... Read more
How do I archive my Office 365 emails?
Updated: 2021-01-08         Article # KB0038283
Your online archive has a extra 50GB of space for you to use on top of your 50GB in your Primary Mailbox. Where can I find my archived ... Read more
Comsol Student requests
Updated: 2021-01-08         Article # KB0067126
Comsol for Students and Staff Standalone version of Comsol for Students ONLY Check the user is an undergraduate or taught postgraduate before iss... Read more
How do I archive my emails?
Updated: 2021-01-08         Article # KB0011637
Members of staff are given 2GB of space by default and this can be increased in increments to a maximum of 5GB on request to ServiceLine. In additi... Read more
All.soton - How can I download the membership of a mailing list as CSV or other format?
Updated: 2021-06-11         Article # KB0072533
If you wish to use third party tools like MailChimp it can be useful to have the membership of a mailing list as a CSV (or another format) fi... Read more
Where can you learn more about SharePoint Online
Updated: 2021-01-08         Article # KB0045148
iSolutions has reviewed the two linked in learning courses below and recommend them for anyone who would like a greater understanding of SharePoint... Read more
Auto email forwarding FAQs
Updated: 2021-03-04         Article # KB0067951
Automatic email-forwarding to external email accounts poses a significant security risk for the University and your personal data and intellectua... Read more
How to check who is a member of a Majordomo email list (an email list ending @lists.soton.ac.uk)
Updated: 2021-01-08         Article # KB0012200
To check the members of a @lists.soton.ac.uk email list please follow the instructions below: Go to www.lists.soton.ac.uk Login with your univ... Read more
I'm from another University that uses Eduroam. How do I connect at Southampton?
Updated: 2021-01-08         Article # KB0011622
Please ensure that you have already registered to the service at your home institution.To connect to Eduroam, follow the steps below: Click the... Read more
Restarting printers after the Covid-19 lockdown
Updated: 2021-01-08         Article # KB0063896
The majority of printers across the university have been dormant since lockdown began in March, and therefore will need switching back on when we r... Read more
Learning Space Projectors - How to switch them on
Updated: 2020-06-26         Article # KB0014436
Projectors and display screens are switched on by using the Crestron touch screen or a button panel on lecterns/benches.Please ensure that, on butt... Read more
All.soton - Can I request a new mailing list be created?
Updated: 2021-06-01         Article # KB0072534
All.soton generates lists automatically based on the data held in the phonebook, HR (Human Resources) organisational data and other sources. It is ... Read more
All.soton – How do I find a mailing list? Which mailing lists exist?
Updated: 2021-06-01         Article # KB0072529
All.soton contains many automatically generated mailing lists (over 16,000 at the time of writing) organised into a hierarchical structure. To fi... Read more
How do I correctly dispose of IT equipment?
Updated: 2021-01-08         Article # KB0011326
The disposal of unwanted or obsolete IT equipment is governed by the WEEE regulations for Waste Electrical and Electronic Equipment. You must not ... Read more
All.soton - I sent a message to a mailing list but it has not been received. Why not?
Updated: 2021-06-11         Article # KB0072537
There are several rules that decide whether an individual may send to a particular mailing list. These include the following: Many mail... Read more
How do I find out about the rules regarding the use of Public Workstations?
Updated: 2021-01-08         Article # KB0011363
A copy of the public workstation usage policy is available to the right of this article: Read more
MFA - Using an App password to connect an app (e.g. Thunderbird) to your Office 365 Mailbox
Updated: 2021-05-12         Article # KB0060145
This information will no longer apply when Conditional Access has been applied on the 17th May 2021. Anyone experiencing difficulty with App Passwo... Read more
How do I find out about Blackboard - the Virtual Learning Environment?
Updated: 2021-01-08         Article # KB0011337
Blackboard is a tool used by many lecturers to share course content with you. Items most commonly shared in this way are lecture slides, examples a... Read more
What do I do if my University mobile phone or tablet is broken?
Updated: 2021-01-08         Article # KB0041085
If your University mobile phone or tablet is broken please log a call with ServiceLine to arrange a repair. Please ensure you have the following i... Read more
All.soton - How do I view the members of a mailing list?
Updated: 2021-06-11         Article # KB0072532
To see who would be contacted when you email a mailing list: Search or browse to the mailing list details page - see 'How do I find a m... Read more
Checking the Synchronisation Status of your OneDrive Client
Updated: 2021-02-26         Article # KB0070083
Checking the Synchronisation Status of your OneDrive Client Microsoft OneDrive is a cloud-based file hosting and synchronisation service which all... Read more
I am being asked to pay for a course in LinkedIn Learning. Do I have to pay?
Updated: 2021-01-08         Article # KB0042400
Not as long as you are a current member of staff or current student at the University. We suggest that if you are offered a useful looking course b... Read more
How do I use my Astra 4422 phone
Updated: 2021-01-08         Article # KB0011819
This user guide is to help staff use the Astra 4422 desk phone. It is a complete user guide covering all aspects of the hand set and how to use a... Read more
Can I stop Mircosoft Edge being my default browser?
Updated: 2021-01-08         Article # KB0017749
).Mozilla Firefox, Google Chrome, Internet ExplorerMicrosoft are heavily promoting their new "Edge" browser, to the point where we are unable to st... Read more
Printer Toner and Consumables Ordering
Updated: 2021-01-08         Article # KB0011592
If a University printer is in need of toner, a waste cartridge or staples, you will need to complete a Printer Toner Order Form As you complete th... Read more
I can't seem to download the Microsoft Authenticator App?
Updated: 2021-05-06         Article # KB0071403
If your iPhone or iPad is using iOS 10 or below you will not be able to use the app. If it is an android device using Android 5 or below that will... Read more
Computer Loan Equipment Request
Updated: 2021-01-08         Article # KB0011588
If you would like to request the loan of computer equipment, you will need to complete a Loan Equipment Request Form You will require the followin... Read more
How do I use Adobe Connect for videoconferencing?
Updated: 2021-01-08         Article # KB0011698
Adobe Connect is a web based communication and collaboration tool which allows users to setup and run online meetings. These meetings can include w... Read more
How do I update my University contact details?
Updated: 2021-01-08         Article # KB0011124
You can update your contact details by logging into Subscribe – this provides a central place to update your work contact details (office location,... Read more
How do I open a shared calendar in Outlook?
Updated: 2021-01-08         Article # KB0012000
To open a shared calendar: In Calendar, on the Home tab, in the Manage Calendars group, click Open Calendar, and then click Open Shared Calendar... Read more
What is the Office 365 'Focused Inbox' and how do I turn it off?
Updated: 2021-01-08         Article # KB0038300
What is a Focused Inbox? Focused Inbox separates your inbox into two tabs—Focused and Other. Your most important emails are on the... Read more
How do I find an internal telephone number?
Updated: 2021-01-08         Article # KB0011732
Internal telephone numbers can be found using the following link: Internal Telephone Directory Read more
Network Point Installation Request
Updated: 2021-01-08         Article # KB0011820
If you would like to request the installation of IT network points across the University estate, you will need to complete a Network Point Installa... Read more
How do I add documents or files to SharePoint Online (SPO)?
Updated: 2021-01-08         Article # KB0039172
You can add files to your SharePoint Online site by doing one of the following (note that you cannot upload a file larger than 15GB in size... Read more
Graphpad license update
Updated: 2021-01-08         Article # KB0065210
The annual renewal was delayed and we have recently packaged and deployed the new version. If you are working from home connected to the Soton dom... Read more
Adding shared email account to Apple Mail (versions 8.2 and 9.2)
Updated: 2021-02-18         Article # KB0012214
This will explain how you can add a shared email account to the Apple Mail client (versions 8.2 and 9.2), without the requirement for a password. ... Read more
Receiving and sending limits for email in Office 365
Updated: 2021-01-08         Article # KB0039437
Receiving and sending limits are applied to combat spam and mass-mailing worms or viruses. These limits help to protect the health of our systems a... Read more
Reporting Phishing/SPAM Messages.
Updated: 2020-06-18         Article # KB0061364
When you receive an email message that is malicious or not genuine, it is important this is reported. Reporting these messages allows Microsoft to ... Read more
Halls WiFI connection problems
Updated: 2021-10-19         Article # KB0075983
If you are having trouble with the WiFI connection in your halls room, we are here to help but there are a number of tests we'll usually ask you to... Read more
Adding video to a Word document eAssignments submission
Updated: 2021-01-08         Article # KB0011812
Before starting please note: You MUST tell your tutor and faculty office to make them aware there is a video embedded and it will cause your final ... Read more
How do I change my password on a University Apple Mac?
Updated: 2021-01-08         Article # KB0011755
These instructions apply to iSolutions issued Apple Macs Follow the standard instructions for how to change your password below You will then need... Read more
Why is my default printer "Adobe PDF / Microsoft Print to PDF"
Updated: 2021-01-08         Article # KB0017756
This can happen if there's either been a problem installing the managed print queues, or if an install/update of Adobe PDF has happened later and h... Read more
How do I Access an Office 365 shared mailbox on iOS (iPhone/iPad)
Updated: 2021-01-08         Article # KB0042184
How do I Access an Office 365 shared mailbox on iOS (iPhone/iPad) Choose Settings > Mail > Accounts. Choose Add Account. Choose Other > Add Ma... Read more
Notification/audio issues using ServiceNow Chat
Updated: 2021-01-08         Article # KB0067499
If you're using Connect Chat to support users you may not get audio or desktop alerts when someone joins the queue. This article provides some thin... Read more
Setting Default Applications in Windows 10 (e.g. Outlook Mail, Web Browser)
Updated: 2021-01-08         Article # KB0025644
When Microsoft introduced Windows 10, they removed the ability for enterprise administrators to mandate which applications users had set as their d... Read more
No sound from headphones/speakers
Updated: 2021-01-08         Article # KB0027648
Headphones or speakers must be connected on the green output plugs on your PC. Front ... Read more
Secure Connection Failed - Disco Reporting Error Message
Updated: 2021-12-14         Article # KB0077659
What is the issue? We are beginning to receive a number of tickets that indicate people are unable to access Discoverer across all browsers. A 'Se... Read more
How do I use a Common Learning Space?
Updated: 2021-01-08         Article # KB0011367
We've put together a short, interactive online presentation that will guide you through some of the key equipment in lecture theatres. There are a... Read more
How to change the Manager or Dispatchers of a Group
Updated: 2021-04-23         Article # KB0071184
This can only be done by the Manager of the Group. For the Manager or Dispatchers (who automatically receives emails on new Incidents) of a Group... Read more
What is my secondary contact email?
Updated: 2021-01-08         Article # KB0058055
Your secondary contact email is an optional non-University personal email address that you can register using Subscribe (subscribe.soton.ac.uk). O... Read more
How do I access University IT services from an NHS/UHS computer?
Updated: 2021-01-08         Article # KB0011886
NHS staff at various locations, including University Hospital Southampton (UHS) carry out teaching for the Faculty of Medicine and Health Sciences ... Read more
What content will I find on SUSSED?
Updated: 2021-01-08         Article # KB0011701
SUSSED (Southampton University Staff/student Social & Educational Directory) is the University's Web portal. The portal provides a personalised vie... Read more
How to access my files from my home personal laptop (Mac book)
Updated: 2021-10-13         Article # KB0011904
You need to make sure that you are connected to the University's VPN service. Once connected: Open Finder Click "Go" on the menu bar at the top a... Read more
Once I have an alumni account, can I log into a University computer?
Updated: 2021-01-08         Article # KB0011640
Once your University account has expired, normally three months after your graduation, your University account will be disabled. You will then get... Read more
How do I request a new report or a change to an existing report?
Updated: 2021-01-08         Article # KB0011687
To request a new report or a change to an existing report, please complete the form below and attach it in an email message to serviceline@soton.ac... Read more
Is there an email usage policy at the University?
Updated: 2020-06-25         Article # KB0011633
There is an email usage policy at the University. Please see the policy below: Why do we provide access to e-mail facilities?The reason we provide ... Read more
All.soton - I am not receiving the messages from a mailing list I need for my job/study.
Updated: 2021-06-01         Article # KB0072538
Membership of all.soton mailing lists is built from a variety of data sources. If you are not receiving email for a mailing list to which you t... Read more
How can I find an external telephone number?
Updated: 2021-01-08         Article # KB0011125
External phone numbers can be found using the BT Online Directory Read more
PGR Tracker - How are tasks allocated to supervisors?
Updated: 2021-01-08         Article # KB0011855
Where / When is the supervisor team set up for a particular student ? When : as part of the Assessment Workflow / Academic Needs Analysis / supe... Read more
How do I access iSolutions HPC systems?
Updated: 2021-01-08         Article # KB0011733
Before you can gain access to our High Performance Computing systems you will need to be authorised to use the system. More information on requesti... Read more
Who can request a new website?
Updated: 2021-01-08         Article # KB0011707
New websites can be requested by researchers, members of academic units, and professional services To request a new website, please fill out the f... Read more
Linux Primer - Learning Linux
Updated: 2021-01-08         Article # KB0011988
Why learn Linux? A basic knowledge of Linux is required in order to use HPC facilities. There are many tutorials on the web, just Google around an... Read more
How do I manage membership, sharing and permissions in SharePoint Online (SPO)?
Updated: 2021-01-08         Article # KB0039222
Be very careful when sharing your site with others, especially if your site contains confidential or sensitive information. You should chec... Read more
How do I use the Microsoft Authenticator App in China?
Updated: 2021-04-19         Article # KB0071132
Will I still be able to use Microsoft Authenticator in China? If you have the app installed on your mobile device you will be able to use ... Read more
How do I install NVivo?
Updated: 2021-11-23         Article # KB0011669
QSR NVivo is qualitative data analysis software that helps you to manage, shape and make sense of unstructured information. It provides a workspace... Read more
How do I transfer my Pre-Sessional print credit to my new student card?
Updated: 2021-01-08         Article # KB0011411
To transfer your Pre-Sessional print credit you need to contact Serviceline - see the process, below. Go to www.southampton.ac.uk/isolutions/getti... Read more
How do I find the contact number of a member of University staff?
Updated: 2021-01-08         Article # KB0011336
The University provides searchable online telephone directories: The internal phone directory available to University members can be found here ... Read more
Unable to log in to Banner using Internet Explorer 11
Updated: 2021-01-08         Article # KB0011902
A blank page displayed when after clicking the Internet Native Banner option - this is caused by a compatibility issue with Internet Explorer 11 P... Read more
Research Data Guidance
Updated: 2021-01-08         Article # KB0055671
Storing Research Data There are several institutionally approved locations available for storage of research data. Appropriate data location ca... Read more
Student Record Self Service - How to Amend your Bank Account Details
Updated: 2021-10-08         Article # KB0063636
Self Service - How to Amend your Bank Account Details Log in to your student record athttps://studentrecords.soton.ac.uk/BNNRPROD/twbkwbis.P_WWWLo... Read more
How do I get Office 365 Outlook emails on my mobile phone?
Updated: 2021-07-01         Article # KB0011638
If you use an iPhone/iPad, Android or Windows device please see the guides below.Unfortunately, even though it is physically possible to connect Of... Read more
What do I do if i have received a Phishing email?
Updated: 2021-01-08         Article # KB0011666
If you have received a phishing or scam emails please read the following: STOP! Don't react straight away! Take time to read the email Don'... Read more
What is the Print Centre?
Updated: 2021-01-08         Article # KB0011691
The Print Centre works in partnership with any member of the University, staff and students to design and print a wide variety of materials from ex... Read more
What is QlikView?
Updated: 2021-01-08         Article # KB0011684
QlikView is a Business Intelligence tool that allows you to interrogate data and has been consolidated from multiple sources into a single applicat... Read more
How much space do I have left in my University Office 365 OneDrive storage?
Updated: 2021-03-05         Article # KB0038522
Each user gets 5TB of space in their university OneDrive for Business In a web browser and go to https://www.southampton.ac.uk/365/ The email... Read more
X2GO Freezing When Accessing ECS CAD Servers
Updated: 2021-01-08         Article # KB0040459
X2GO can freeze when accessing ECS CAD Servers (cadteaching and cadresearch) Workaround: 1) Install xming (https://sourceforge.net/projects/xm... Read more
MFA - Using Thunderbird
Updated: 2021-09-15         Article # KB0075244
Setting up a new account When you add your university account in Thunderbird, you’ll need to click on the Advanced config link after it aut... Read more
How do I reset my University computing account password?
Updated: 2021-09-12         Article # KB0011613
Your University password (in combination with your username) allows you to use University computing facilities. You can always change your pass... Read more
How do I access an Office 365 shared/generic mailbox on iOS (iPhone/iPad)?
Updated: 2021-01-08         Article # KB0039745
To access an Office 365 shared mailbox on iOS (iPhone/iPad): Go to Settings > Mail > Accounts. Select Add Account. Select Other > Add Ma... Read more
OneDrive - Unable to open files or save files (Windows only)
Updated: 2021-03-15         Article # KB0070541
Please follow the steps below if experiencing the issues below: When trying to open files from Onedrive, the Office app such as Word or PowerPoint... Read more
I'm having trouble logging on to SUSSED
Updated: 2021-09-26         Article # KB0011702
You must have a University username and password to be able to log on to SUSSED. If you do not have this, you must 'Subscribe' first. For further i... Read more
What QlikView applications already exist?
Updated: 2021-09-02         Article # KB0011688
Current QlikView applications are listed below: To request a new QlikView application you will need to raise a Feature Request as described in How ... Read more
How do I find out about other storage locations?
Updated: 2021-01-08         Article # KB0011323
Below you find information regarding other University sotorage locations: The Learning and Teaching Enhancement Review and Action Plan (LTERAP) T... Read more
Virtual Machine Pricing
Updated: 2021-01-21         Article # KB0026978
Virtual Machine Pricing A B C D Above Price £49/yr £98/yr £196/yr £392/yr... Read more
How do I change my Default Printer?
Updated: 2021-01-08         Article # KB0017755
The University has mandated that, of the two "anywhere staff" printers, "Mono" should be the default (to reduce unnecessary printing costs). This d... Read more
How do I find out the cost of printing and copying?
Updated: 2021-01-08         Article # KB0011358
The printing costs for taught students are currently: A4 - 4p per side (black and white) or 18p per side (colour) A4 - 7p double sided (black a... Read more
How do I get Office apps on my mobile device
Updated: 2021-01-08         Article # KB0011709
Please see the below How To Guides for information on accessing Office services via your own device: Office 365 Android app installation guide Of... Read more
Which type of SharePoint Online (SPO) site do I need?
Updated: 2021-01-08         Article # KB0039003
There are currently 2 types of SharePoint site, Communication and Team. Communication sites are used to convey information to a wide aud... Read more
New Website Request
Updated: 2021-01-08         Article # KB0011591
If you need a new website hosted by the University, you will need to complete a New Website Request Form You will require the following informatio... Read more
Moving filestore from one account, to another.
Updated: 2021-01-08         Article # KB0031332
If you have a new UoS IT account and need to transfer files, folder and other content from your old account, please follow the instructions outline... Read more
University Templates for Microsoft Office
Updated: 2021-08-19         Article # KB0025276
Word, PowerPoint and Email templates The University’s PowerPoint presentation template is available for you to download from the below site, ... Read more
How do I set up and manage a University-wide list of email addresses?
Updated: 2021-01-08         Article # KB0011670
The University has two email list management systems for staff and students, Majordomo and all.soton. Majordomo lists are maintained by going to w... Read more
Changes to display name in University directory
Updated: 2021-01-08         Article # KB0064716
In September 2020, iSolutions is updating the display name for all staff and PGR's to the format 'preferred firstname' followed by 'preferred lastn... Read more
Southampton Virtual Environment (SVE) - Reconfiguring macOS Client for access to updated SVE
Updated: 2021-01-08         Article # KB0062367
Microsoft have recently updated the way that macOS devices connect to their Azure Virtual Desktops (the technology which underpins the University's... Read more
Unsupported Software
Updated: 2021-08-16         Article # KB0073768
iSolutions provides a wide range of software for members of the University, which is available for download and installation on your own device via... Read more
How do I add University Key Dates to my office 365 calendar
Updated: 2021-03-19         Article # KB0012324
How do I import the University Key Dates to my email client program? University Key Dates are available from the Soton Almanac website using a c... Read more
How do I invite external (non-Southampton) collaborators to my SharePoint site?
Updated: 2021-01-08         Article # KB0041951
The instructions below take you through the process of adding people who do not have accounts with the University to your SharePoint Team Site (not... Read more
Access to Resource or Research Filestore
Updated: 2021-01-08         Article # KB0011864
Resource or Research Filestore access is normally by Staff and PGRs only. If you require access to folders within Filestore, you will need to compl... Read more
How do I install Endnote?
Updated: 2021-01-08         Article # KB0011652
Staff EndNote can be installed on all staff desktops and laptops via the “Additional Software” icon on the desktop.Staff and Students can take adv... Read more
What should I use VPN for?
Updated: 2021-01-08         Article # KB0011703
Rather than using VPN, log on to the Southampton Virtual Environment (SVE) to access your University account off-campus. You will have access to yo... Read more
How do I access Office 365 using the Outlook Web App (OWA)?
Updated: 2021-01-08         Article # KB0038463
In a web browser, sign in to Outlook Web App Go to https://www.southampton.ac.uk/365/ The email address you enter should be in the following fo... Read more
Bespoke Specification Computer Request Form
Updated: 2021-01-08         Article # KB0011772
Prior to considering a bespoke specification computer purchase, please examine the standard and higher specification computer ranges – these comput... Read more
How do I get an Alumni student account when I leave?
Updated: 2021-12-07         Article # KB0038322
Your alumni email account is created when your student account expires – usually three months after you graduate. All your student email and calend... Read more
What is all.soton?
Updated: 2021-05-28         Article # KB0072496
The all.soton mailing list service was created to provide a straightforward way for staff and students to communicate with specific groups within t... Read more
Access to Glean
Updated: 2021-01-08         Article # KB0067603
Glean Software - Assistive Technology Student Access Glean is a note taking tool designed to improve learning and productivity. Capture, revi... Read more
MFA Hints and Tips
Updated: 2021-03-04         Article # KB0067057
Hints and tips when setting up Multi-Factor Authentication (MFA) on your University account: 5 easy steps to setting up MFA 1. Ha... Read more
What are the costs of the available telephony VoIP services?
Updated: 2021-01-08         Article # KB0042491
TELEPHONY - VoIP SERVICES PRICE LISTFor internal recharging The table below gives the price list of the standard telephony VoIP services provided ... Read more
Sharing documents publicly from SharePoint Online and OneDrive
Updated: 2021-01-08         Article # KB0055159
Sometimes it's necessary to share documents with people who you don't know. This means not having an email address to provide shared access to a do... Read more
Accessing Specialist (CLS) SVE Pools on macOS devices
Updated: 2021-01-08         Article # KB0061522
iSolutions have temporarily made some CLS rooms available to access from off campus, via our Southampton Virtual Environment Service (SVE). This is... Read more
Enabling Flash to run in the historic Google Chrome 80 supplied by iSolutions
Updated: 2021-07-23         Article # KB0073945
We have created a legacy version of Google Chrome (80.0.3987.149 32bit) for Windows that includes Flash v26 for Chrome. Flash is a retired technolo... Read more
Second Hand IT Equipment Request
Updated: 2021-01-08         Article # KB0011589
If you would like to request second hand equipment, and have specific reasons that second hand equipment is a suitable option, you will need to com... Read more
Application for temporary access to University IT resources (Conference accounts)
Updated: 2021-01-08         Article # KB0011900
This form is intended for conference and event use only, and will give your delegates access to I.T. workstations for the duration of your event: ... Read more
Why have I received an email with a subject line "BOUNCE @lists.soton.ac.uk: Message too long"
Updated: 2021-01-08         Article # KB0011783
Majordomo has rejected this message because it is bigger than the maximum size allowed for this list. All lists have a maximum message size set in... Read more
How do I configure Thunderbird to use Office 365 ?
Updated: 2021-01-08         Article # KB0044151
This will show you how to add an Office 365 (IMAP) email account to Thunderbird. Windows: Open the "Account Settings": or Mac: Open the "Ac... Read more
The Windows 10 Self-Service Version Update Process Explained (UoS managed machines only)
Updated: 2021-01-08         Article # KB0063846
You may recently have been advised by iSolutions that your computer needs updating to a newer, and supported, version of Windows 10. This is a mand... Read more
When will I have access to my alumni account?
Updated: 2021-03-04         Article # KB0011639
Your University account will expire three months after your graduation and your alumni account will be created on the same day. The new alumni emai... Read more
Can I connect my games console (e.g. XBox/Playstation) to the network in halls?
Updated: 2021-01-08         Article # KB0011790
Most Games Consoles are not yet capable of doing "802.1x WPA2 Enterprise" that is required by Eduroam to connect, you can attempt the Eduroam setup... Read more
Logging on to a University laptop for the first time when away from campus
Updated: 2020-04-29         Article # KB0061464
If you have received a new University Laptop and have never logged into it before, you will not be able to login in the usual way. Please follow th... Read more
Windows Defender Quick Start Guide
Updated: 2021-01-08         Article # KB0051321
Windows Defender Quick Start Guide Windows Defender is an antivirus program provided by Microsoft to help protect computers from spyware and ma... Read more
Halls Wi-Fi - connecting Printers and other devices
Updated: 2021-01-08         Article # KB0019794
Our Wi-Fi infrastructure requires 802.1x (RADIUS) authentication, where a username and password is required to connect to eduroam (the University’s... Read more
Software Download Site User Document
Updated: 2021-07-05         Article # KB0028168
Open the software download site from https://software.soton.ac.uk/. Sign in with your university username and password. Each time you login to th... Read more
Emails sent from ServiceNow to an ingested address are ignored
Updated: 2021-01-08         Article # KB0066151
To protect ServiceNow from email loops any emails sent from it to an email address that is also ingested (read) by ServiceNow are ignored. For exa... Read more
Room Service: Granting access for a new staff member
Updated: 2021-12-07         Article # KB0077044
Residence Administrator Add Account This can only be done by a user admin, which only a small number of staff have. For a new staff member to be ... Read more
Can I continue to use Microsoft Office 365 apps when I'm no longer part of the University?
Updated: 2021-01-08         Article # KB0011316
If you have installed Office 365 applications on your own devices using your University account, once your University account has been disabled/del... Read more
User Profile Information
Updated: 2021-10-07         Article # KB0050073
Personal Information Your preferred name, location and contact details are managed through Subscribe (allow 24 hours to update to ServiceNow). If... Read more
Adding Business World (Agresso) Excelerator & BIF add-ins to Excel - Finance Staff
Updated: 2021-01-20         Article # KB0017219
For Finance staff mainly. In order to add additional functionality to Excel there are two additional software downloads that are required: Unit... Read more
Standard Computer Request Form
Updated: 2021-01-08         Article # KB0011770
If you would like to request standard computer equipment, you will need to complete a Standard Computer Request form Before you begin: You wil... Read more
How do I request an extension to my computing account?
Updated: 2021-01-08         Article # KB0011682
You are entitled to a computing account as long as you are a member of the University. When you leave the University, you are given a grace period ... Read more
Using VMWare Fusion to install Windows 10 on macOS hardware
Updated: 2021-01-08         Article # KB0061454
Please note: This information is supplied on a best-efforts basis only. iSolutions is unable to troubleshoot or support individual issues with the ... Read more
How do I manually configure a mobile device to connect to Eduroam?
Updated: 2021-11-02         Article # KB0011621
To configure your mobile device to connect to Eduroam, connect to the 'eduroam' wireless network; you may be prompted to accept a certificate, or y... Read more
Connecting to Eduroam on a Mac or Windows 10 device.
Updated: 2021-01-08         Article # KB0065902
How to connect to Eduroam, the University's Wi-Fi ServiceOn a Mac or Windows 10 Device Windows 10 To connect to eduroam, use your University u... Read more
MFA - Using Evolution Email
Updated: 2021-09-15         Article # KB0075242
Evolution users will need to use the Evolution-EWS client in order to access their Office 365 email. iSolutions have registered Evolution-E... Read more
How do I open a shared mailbox from Office365 Web Access (OWA)?
Updated: 2021-01-07         Article # KB0062127
To open a shared mailbox: 1. Sign in to your account on Outlook Web App (https://outlook.com/soton.ac.uk) 2. Click on the profile picture or yo... Read more
Why do I see "You do not have access to this record" when trying to view some tickets in ServiceNow?
Updated: 2021-01-08         Article # KB0011715
When you attempt to view a record (for example, an Incident or Request) in ServiceNow that you do not have permission to view, you will see the fol... Read more
How do I install ArcGis?
Updated: 2020-06-25         Article # KB0011667
ESRI ArcGIS is a geographic information system (GIS) for working with maps and geographic data. If you are a student: ArcGIS is available on al... Read more
How do I add or change my photo in Outlook?
Updated: 2021-10-08         Article # KB0012139
Follow these steps to change the photo of yourself that appears in Outlook and in the University's OrgChart: Ensure that you have the photo of y... Read more
How do I create a site in SharePoint Online?
Updated: 2021-01-08         Article # KB0038052
First read our best practice guidance on SharePoint (below) Go to the SharePoint homepage - www.southampton.ac.uk/365/sharepoint/ Click the Cr... Read more
Generic Email Account Access Request Form
Updated: 2021-01-08         Article # KB0012097
If you require access to a Generic Email Account, you will need to complete a Generic Email Account Access form. You will require the following... Read more
How do I use my telephone?
Updated: 2021-01-08         Article # KB0011717
For guidance on how to operate your University telephone, please see the attached user guides: 6731i Quick Reference Guide Ver 4-June-2015 6735i ... Read more
How to order an MFA token
Updated: 2021-09-29         Article # KB0073200
MFA tokens are available for University staff and PGRs. To request an MFA token (similar to a key fob), please complete this form. There is no c... Read more
Working with documents on your desktop while away from campus
Updated: 2020-06-24         Article # KB0063027
Before we begin, here are a few important points to be aware of. Your data is your responsibility. iSoutions provides the pl... Read more
How do I connect to the Southampton Virtual Environment?
Updated: 2020-04-17         Article # KB0011616
The Southampton Virtual Environment gives you access to your University Windows desktop from any device in any location, whether that's at home, on... Read more
How to set up a delegate in ServiceNow to cover your planned absence
Updated: 2021-12-15         Article # KB0011400
If you are absent from work, you will need to ensure that there is a member of staff that can manage your approvals, tickets and other items within... Read more
Academic Software Requests - Annual Software Trawl 2021/2022
Updated: 2021-06-22         Article # KB0012107
Background iSolutions delivers over 1000 applications to over 3000 Windows and Mac teaching workstations, the Southampton Virtual Environment and ... Read more
Higher Specification Computer Request Form
Updated: 2021-01-08         Article # KB0011771
Prior to considering a higher specification computer purchase, please examine the standard computer range – these are suitable for most tasks, and... Read more
How to request access to WebSIS for Banner
Updated: 2021-01-08         Article # KB0012468
To request access to WebSIS please follow the instructions below: Log on to SUSSED Click the Services tab Click Request for Service (Professio... Read more
What will/won't work when using my university desktop from home?
Updated: 2020-07-02         Article # KB0063023
Please select the type of system you have, or will be taking away from campus. Windows Mac Linux Windows ... Read more
As a member of staff, can I set up email on my mobile devices?
Updated: 2021-01-08         Article # KB0044322
As a member of staff, instructions on how to access email via your mobile device can be found below: Connecting to staff email via a Windows dev... Read more
How do I add a shared (generic) email account to Outlook 2016 & 2019 for Mac?
Updated: 2021-01-08         Article # KB0012096
The following describes how to add a shared email account to Outlook 2016 for Mac and Outlook 2019 for Mac, without a password for that account.... Read more
How do I add a shared (generic) email account to my list of folders in Outlook?
Updated: 2021-01-08         Article # KB0011655
To add a shared or generic email account to your list of folders in Outlook, please go to the instructions in one of the following articles, depend... Read more
How do I use the Follow Me Print service for students?
Updated: 2021-01-08         Article # KB0011342
Follow Me Print is a managed service which enables students to print documents from anywhere to any managed printing device.Our printers are common... Read more
How do I manually configure my computer to connect to Eduroam?
Updated: 2021-01-08         Article # KB0011620
It is generally not advisable to connect to the eduroam wireless network without configuring your device first, especially for laptops, as there ar... Read more
How do I use SSH to access HPC systems?
Updated: 2021-01-08         Article # KB0011734
Secure Shell (SSH) is the standard network protocol for connecting to iSolutions HPC services on Linux, indeed for the Iridis and Lyceum clusters t... Read more
How do I find out who my Telephone Liaison Officer (TLO) is?
Updated: 2021-09-17         Article # KB0010340
A list of Telephone Liaison Officers from across the University is below - you should contact your TLO if you need any advice relating to telephony... Read more
An introduction to HPC
Updated: 2021-01-08         Article # KB0011749
This article will help you to start using the Research HPC facility - Iridis cluster. First, you need to be authorised to access the system - plea... Read more
MapDrives GUI tool
Updated: 2020-04-20         Article # KB0061296
The MapDrives GUI is a tool that will assist you in mapping common University network drives onto your personal PC or field build laptop. The tool ... Read more
How to make changes to the membership of a group in ServiceNow
Updated: 2021-01-08         Article # KB0042109
Please note only staff who have been given the role of Group Manager can make changes to the membership of a group. On the main app list, use the ... Read more
I'm a researcher, is there a research filestore?
Updated: 2021-01-08         Article # KB0011679
The University recognises the importance of proper management of the digital assets produced in the pursuit of knowledge. In support of this, iSolu... Read more
How do I set up and use the working from home desktop application?
Updated: 2020-09-30         Article # KB0063050
Working From Home Desktop App Installing this application will install all the necessary tools to allow us to provide you remote support when y... Read more
How do I access my filestore using my own computer?
Updated: 2021-01-08         Article # KB0011736
You can access your University filestore using your own computer when away from campus. How to access Personal Filestore (My Documents) from a non... Read more
How do I install SPSS statistics?
Updated: 2020-09-03         Article # KB0011645
Students SPSS Statistics is available on all Common Learning Space PCs. The shortcuts are in All Programs>Statistics If you are using your own de... Read more
Issues with upgrading from Windows Home Edition to Enterprise Edition
Updated: 2021-09-13         Article # KB0074792
<!-- /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {mso-style-unhide:no; mso-style-qformat:yes; mso-style-parent:""... Read more
How to manage your MFA configuration
Updated: 2021-01-08         Article # KB0059599
Use Subscribe to reset or disable MFA for your university account. This requires that a secondary contact has previously been configured If you ar... Read more
How do I configure my Office 365 email account on my Android device?
Updated: 2021-01-08         Article # KB0038279
Outlook for Android App: 1. Install the Outlook for Android app from the Google Play Store and then open it. Note: Already usi... Read more
How do i configure my Office 365 email account on my Mac device?
Updated: 2021-11-01         Article # KB0038277
Microsoft Outlook for Mac 1. Select Outlook > Preferences > Account. 2. Click the plus (+) sign > New Account. 3. Typ... Read more
How do I use the Follow Me Print service for staff?
Updated: 2021-01-08         Article # KB0011340
Follow Me Print is a managed service which enables staff to print documents from anywhere to any managed printing device. Our printers are commonl... Read more
What are the costs for hiring AV equipment (non-teaching purposes)?
Updated: 2021-01-08         Article # KB0011846
iSolutions maintains an Audio Visual (AV) Store which can provide equipment to all University staff, affiliated departments and external companies.... Read more
How to use a Remote Desktop app to access remotedesktop.soton.ac.uk
Updated: 2021-07-28         Article # KB0020338
MacOS Using the Remote Desktop App Via Auto Configure Web Feed URL: Download and launch latest Microsoft Remote Desktop.app from the App S... Read more
How do I print from my mobile device?
Updated: 2021-01-08         Article # KB0037999
Great news - you can now print to a University printer directly from your mobile device. Information on how to set up your Windows, mac OS, iOS, A... Read more
How do I configure my Office 365 email account on my iOS iPhone?
Updated: 2021-06-16         Article # KB0038281
Download Outlook for iOS from the iOS App Store and then open it. Outlook for iOS Mobile App 1. Open Outlook for iOS. ... Read more
MFA - How to access a shared/generic mailbox/account from my device.
Updated: 2021-07-14         Article # KB0072070
This article explains how to connect to your Office 365 shared/generic mailbox from your device. Please use a 'Fully Supported' option where possib... Read more
Admin Rights And What They Mean
Updated: 2021-01-08         Article # KB0012191
Should you have been directed to this article by iSolutions, then you have requested admin rights to your University PC or laptop, and the scope ... Read more
How do I configure my Office 365 email account on my Windows device?
Updated: 2021-11-01         Article # KB0038251
On University-managed Windows desktops, the Outlook client is already configured. The following steps are for non-University-managed ... Read more
How do I change my password?
Updated: 2021-01-08         Article # KB0011663
To change your password please follow the below instructions: Go to Subscribe Click on the "Sign in to manage your existing account” option Lo... Read more
Adobe Acrobat Pro DC - Install on UoS Devices
Updated: 2021-01-08         Article # KB0068116
This article describes the process for Staff and PGRs to install Adobe Acrobat DC Pro on University Windows desktops and laptops. For information ... Read more
How do I install Stata?
Updated: 2021-01-08         Article # KB0011019
Stata is an integrated statistical package that provides data analysis, data management, and graphics. If you are a student: Stata IC and Stata... Read more
How do I install Office 365 on my personal computer?
Updated: 2021-06-16         Article # KB0011712
Office 365 Pro Plus (also known simply as Office 365) is available to all University students, staff, and PGRs. To install Office 365 on to your o... Read more
IT Peripheral Order Form
Updated: 2021-09-03         Article # KB0011603
If you would like to request peripheral equipment, you will need to complete a Peripheral Equipment Order Form You will require the following info... Read more
How do I request or renew a generic, club or society account?
Updated: 2021-08-05         Article # KB0011305
To request or renew a generic, club or society account, use the Identity Management System when you are connected to the University network (use VP... Read more
How do I subscribe?
Updated: 2021-01-08         Article # KB0011612
To set up your University IT account and subscribe, go to: Subscribe Read more
How to set up MFA using SMS or a phone call
Updated: 2021-01-08         Article # KB0059598
Here we will show you how to set up MFA on your account using SMS (text message) notification or phone call: SMS or phone notifications are great... Read more
How do I connect my smart device to the University wireless network whilst in Halls?
Updated: 2021-01-08         Article # KB0050899
If you own a device such as an Alexa speaker, Amazon Echo, Google Home, gaming device or a smart television, you can connect it to the University's... Read more
Adobe Acrobat Pro - Licensing Advice December 2020
Updated: 2021-01-08         Article # KB0067914
Adobe recently changed how its products are licensed, which affected Adobe Acrobat. iSolutions worked closely with Adobe to ensure there would no i... Read more
How do I use voicemail?
Updated: 2021-01-08         Article # KB0011680
The University's telephone system includes the ability for staff to receive voicemail. The following are guides on how to use your University voic... Read more
How to turn on Multi-Factor Authentication for your university account
Updated: 2021-01-08         Article # KB0059594
University staff and students can now enable Multi-Factor Authentication on their university IT account. Here we will show you how to set it up. T... Read more
How to set up Multi-Factor Authentication (MFA) on your University IT account
Updated: 2021-09-13         Article # KB0059595
The 3 steps to setting up MFA It can take up to approximately 10 minutes to set up MFA. You only need to set up MFA once. However, you will be as... Read more
MFA FAQ & How to Get Help and Support
Updated: 2021-09-08         Article # KB0059600
How to Get Help If you have followed the guides and are still unable to set up MFA on your university account, or something has gone wrong, please... Read more
How do I configure my computer for the University printing service?
Updated: 2021-01-08         Article # KB0011308
PLEASE NOTE THAT THE BELOW IS FOR KONICAL MINOLTA PRINTERS ONLY - For the new Samsung printers, see "How do I install the new Samsung MFD Printers... Read more
How do I download software?
Updated: 2021-01-08         Article # KB0011641
Many of the software agreements that iSolutions enter into with manufacturers enable installations by students and staff on their own systems. The ... Read more
Reducing a document photo image size to 1MB for uploading
Updated: 2021-01-08         Article # KB0065376
When you need to upload a photo into the student record system you need to ensure the picture / file size is below 1MB (megabyte). Please follow... Read more
Accessing your University-Managed Windows PC Remotely during Covid-19 Outbreak
Updated: 2021-06-11         Article # KB0061052
If you have been directed to this article from the "Setup PC for Remote Access" tool, then you can skip the following section and start reading at ... Read more
How to set MFA using the Microsoft Authenticator app
Updated: 2021-01-08         Article # KB0059597
For the best experience use the Microsoft Authenticator App - this offers advanced functionality including one touch authentication approval via no... Read more
Adobe Acrobat Pro DC - Install on Personal Devices
Updated: 2021-01-08         Article # KB0068115
This article gives instructions for Staff and PGRs to install Adobe Acrobat Pro DC on their personal devices. If you require Adobe Acrobat Pro on ... Read more
Microsoft 365 License Comparisons (A5 & A1)
Updated: 2021-12-07         Article # KB0061937
The University upgraded its Microsoft licencing for staff and students in May 2020, investing in the most comprehensive plan available known as the... Read more
Deployments collection point
Updated: 2021-10-18         Article # KB0075973
Deployments collection point Location: Building: 35a, Room 2061, Highfield Campus, Southampton. SO17 1BJ. Collection Instructions: To h... Read more
IT equipment requests during COVID-19 response are suspended
Updated: 2021-01-08         Article # KB0066357
As part of the University's response to COVID-19, our IT Hardware Policy was updated in August to reflect current financial constraints. As previou... Read more
Where is iSolutions Stores location and what are the opening times?
Updated: 2021-10-14         Article # KB0063902
iSolutions Stores Location: iSolutions StoresBuilding: 35, Highfield Campus, Southampton. SO17 1BJ. 023 8059 3345 Extension: 23345 Openin... Read more
How to find out the MAC address on networked devices
Updated: 2021-01-08         Article # KB0050848
This article describes how to find the MAC address of a networked device for many of the most popular device types. Similar information for other... Read more
How do I install my new Samsung desktop printer?
Updated: 2021-09-14         Article # KB0031443
To install your new Samsung desktop printer, please see the below options: Windows: For Windows users, go to \\staff.myprint.soton.ac.uk within w... Read more
WebSIS FAQ
Updated: 2021-12-22         Article # KB0061448
1. How do I run WebSIS from home To use WebSIS from your home PC or device, follow these steps: If not done so already,... Read more
How do I find out about the University's Hardware Provisioning Policy?
Updated: 2020-07-02         Article # KB0011373
Please download the attached policy (PDF) to the right of this article. This policy is designed to: Provide a clear understanding, for our comm... Read more
Help on setting up Softphone on Microsoft Office Teams
Updated: 2021-12-02         Article # KB0076801
What is Softphone? Softphone is a feature integrated into Microsoft Teams which allows you to make and receive phone calls over your internet conn... Read more
How do I add a shared (generic) email account to Outlook for Windows?
Updated: 2021-01-08         Article # KB0012424
Please follow these detailed steps to add a Generic mailbox/email account to your list of folders. You will need to have full access permissions t... Read more
How do I access my Shared Resource Filestore ('J: Drive') away from campus?
Updated: 2021-01-08         Article # KB0011657
If you are trying to access your filestore from Halls, off-campus or using the eduroam wireless network, you will first need to initiate a VP... Read more
What is Multi-Factor Authentication (MFA) at the University of Southampton and how do I set it up?
Updated: 2021-01-08         Article # KB0059644
Multi-Factor Authentication (MFA) refers to the use of an additional credential to verify your identity when signing in to university IT services. ... Read more
Southampton Virtual Environment (SVE) - Configuring macOS Client for access to WVD
Updated: 2021-01-08         Article # KB0061740
If you have previously accessed WVD on a macOS device, and are experiencing issues, please see this KB article for assistance Installing the Mic... Read more
How do I install the Samsung MFD printer queues?
Updated: 2021-10-11         Article # KB0031487
To install the Samsung MFD printer queues, please see following options: Windows: University managed computers with a name like UOS-###### or CLS... Read more
How do I set up VPN on my device?
Updated: 2021-12-08         Article # KB0011610
The University provides a Virtual Private Network (VPN) service for you to connect and login to the University network from off-campus locations or... Read more

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