Service status Service Status

If your issue is not listed, please contact the Service Desk.

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To see archived issues (which have now been fixed) please click here.

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 Current Outages:

Changes to IT Service Desk Opening Hours

Updated: 17 Sep 2020 at 10:37am

IT Service Desk opening hours are currently Monday-Friday between 09:00-17:00.

Live Chat support is available on the IT Service Desk site at itservicedesk.bham.ac.uk. Just log in and the Live Chat option is on the main homepage.

You can log a ticket with us using the Report a Fault form at itservicedesk.bham.ac.uk at any time of the day, even if you can’t log in.

Phone support is 09:00-12:00 & 14:00-17:00, so please call the Service Desk only when it’s an emergency.

Our team are working hard to support the University community during this period. Please help us by being patient, and remembering to check our working from home guidance https://kb.bham.ac.uk/KB14867 before logging a ticket.


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 Known Issues & Workarounds:

Single Sign-On: Stale Request Error

Updated: 21 Sep 2020 at 4:45pm

IT Services are currently investigating an issue with our web single sign-on service (Shibboleth) affecting users who are logging in with Safari on an Apple device.

There are some troubleshooting steps you can follow at the bottom of https://kb.bham.ac.uk/KB15110, however we are liasing with our supplier about this issue to find a permanent fix.

If the troubleshooting steps do not fix the issue for you then you’ll need to use another browser such as Firefox, Chrome, or Microsoft Edge on your MacOS device. iOS/iPadOS users unfortunately won’t be able to do this due to limitations on those operating systems.


Workaround - Single Sign-On: Stale Request Error

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Our Remote Access Service allows you to access your University files and data wherever you are. The service can be accessed on any computer running Windows, macOS or Linux.

**Make sure that you are registered for Remote Access Service in advance**

For off-campus access, you will also require a smartphone that has a Two-Factor-Authentication (2FA) application installed such as Google Authenticator or Microsoft Authenticator.

Information and guidance about working remotely from home is available atĀ KB14867.

For other related issues, please make sure you have read the latest University Coronavirus FAQs available at https://www.birmingham.ac.uk/coronavirus/index.aspx

 


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 Recent Service Changes:

Web Single Sign-on: Change to How You Login

Updated: 18 Sep 2020 at 8:53am  

We have recently upgraded our web single sign-on service (Shibboleth) to integrate with Microsoft 365, so there is a change to how you login to services that use it such as Canvas, Findit@Bham, New Core, and others.

You will see a new login screen, and instead of using your username you will need to use your full University of Birmingham e-mail address. Additionally, if you are an external user who has a canvas-only account these have be logged in as shown below.

Here are examples of the login format:

Staff: J.Bloggs@bham.ac.uk

Students: ABC123@student.bham.ac.uk

Alumni: ABC123@alumni.bham.ac.uk

Canvas-Only (iVLE): ivle-12345@bham.ac.uk

 


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Remote Desktop: Change to Access

Updated: 8 Sep 2020 at 9:11am

To improve University cybersecurity, IT Services has made an important change to the remote desktop service. If you use remote desktop to connect to a device on campus, it will no longer work unless you connect using the Virtual Private Network (VPN).

This change does not apply to users using the remote desktop available via the remote access website.

You can find out how to use the VPN at our IT Knowledge Base article KB13628.

If you use the remote desktop service to access dedicated research equipment and experience any problems doing so using VPN, please contact your local College IT Manager. If you are unsure who that is, please log a call with the IT Service Desk who will put you in contact.

If you experience any other related problems, pleaseĀ contact the Service Desk.


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