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Network Disruption: Updates


London South Bank University has been experiencing severe network disruption for several months and consequently some of our services are currently offline - see Service Status box on right. Our IT Services team are working to get all systems back online as soon as possible.

The university is keen to ensure that disruption to students does not affect their grades - see our 'No Detriment' support.


Contacting us during this period

Student IT support and our library services are experiencing a very high volume of  enquiries at this time and it may therefore, take longer than usual to respond. We will get back to you as soon as possible and appreciate your patience at this time. 

Please have a look this page before you contact us, it contains important information about when to contact us and what details we will require from you.

Our live chat service may be taken offline during particularly busy periods so that we can concentrate our efforts on responding to email enquiries.

Password Reset - January 2021

Following the migration of IT accounts onto new servers, all students and staff have been asked to reset their passwords next time they logon to their email or MS Teams.

If you have not yet updated your password or are having problems doing so, please see our Password Reset page for information and support.

AULA Education

Error Message page - Your connection is not private 

This is due to an error on a third-party site security certificate. 

In order to access the site, you may need to 'force refresh' the browser cache - in Windows, the shortcut for this is Ctrl + F5. On a Mac, the shortcut is Command + Shift + R.

Alternatively, see the help sheet below to clear the browser cookies and cache.

Moodle Support

Although Moodle is back online, there are a number of students who are having difficulty accessing the site for several different reasons.

Moodle icon

New students

If you joined LSBU in January 2021 you should have received a username and password by now. If you can login to your LSBU email and Microsoft Teams accounts but cannot login to Moodle, please follow the instructions below. 

See our New Student Guide for further information for new starters.

Accessing Moodle

Before attempting to login to Moodle, please ensure that you have updated your password successfully. All students have been required to reset their passwords since 11th January. Full instructions are provided on our password reset page.

If you are looking for the Moodle link: 

If you are having trouble logging in to Moodle please see our advice below.

Error Message page – This site can’t be reached

You are trying to get to Moodle via a page that is currently offline such as My LSBU. Please go directly to Moodle here:

If you still get this message when accessing the webpage, you are using a network that has restricted access such as LSBU_BYOD Wi-Fi network in halls of residence. Please use an alternative network.

Error Message page - Your connection is not private

This is due to an error on a third-party site security certificate. This has now been rectified.

In order to access the site, you may need to 'force refresh' the browser cache - in Windows, the shortcut for this is Ctrl + F5. On a Mac, the shortcut is Command + Shift + R.

Alternatively, see the help sheet below to clear the browser cookies and cache.

Can reach Moodle site, but cannot login?

If the page has loaded successfully, but you cannot login:

  • Ensure you are using just your LSBU username– do not use your whole email address.
  • Ensure you are using the new password that you set up recently.
  • Try to 'force refresh' the browser cache - in Windows, the shortcut for this is Ctrl + F5. On a Mac, the shortcut is Command + Shift + R.
  • Try a different internet browser. We recommend Mozilla Firefox.
  • Clear your browser cookies and cache - remember to close all browser windows when you have done this and then re-open and try Moodle again. 

Still no Moodle access?

If you still cannot access Moodle, please email us at:

Send us a screenshot and full details of what you have tried and what error message you see. Provide the following information in case we need to refer this to IT Services to resolve.

  • Full name
  • Student Number
  • LSBU username
  • Personal email address
  • Phone number

We recommend that you inform your lecturers that you are unable to access Moodle and that you are in contact with us. They will be able to advise about where to submit assignments or give you guest access to Teams for lectures and exams.

Last updated 16th February 2021

E-Books and E-Resources

During the network disruption we have had problems with access to e-books and electronic resources.

Please see the information below in order to access e-resources.

Please note: You may find that more e-resources are accessible when you are connected to the GlobalProtect VPN. Some students though, have reported issues with connecting to Moodle while using GlobalProtect, so remember to disconnect from the VPN if you can't login to Moodle. Full details available on our Software for Remote Woking page.

Information for Mac Users



EBC/Proquest, Askew and Holts e-books can be accessed via the library catalogue as usual.

Ebsco e-books can be accessed via our Alternative E-Resource Access page - see link below.

Journals and specialised databases:

Access must be made via our Alternative E-Resource Access page - see link below.

Some databases require additional steps for access after the reset, so please get in touch if you need help.

Reading Lists Online:

Reading lists are now accessible but if you encounter a login error, please try the alternative route above to find the e-book or the article that you have seen on the reading list.

You will be able to access these via our Alternative E-Resource Access page- see link below.

Library Catalogue   Alternative E-Resources Access

Our Library Subject Guides also have information about accessing resources at this time.  

If you are still having problems, please get in touch with our team of librarians: or book an online appointment with them. Check your library subject guide first for further information.

Last updated 20th January 2021

Mac Users and E-Resources

Mac users:  Please download and use Mozilla Firefox Firefox browser logo - an orange fox illustration curled around a lilac ballas your internet browser to access E-Resources. There is an ongoing security certificate error on some of our library catalogue pages. IT Services are aware and are working to resolve this. Please click through to the page via the Advanced option. These pages are safe.

Service Status

Available Services

  • AppsAnywhere
  • Downloadable software
  • e-books and e-resources
  • Eduroam Wi-Fi
  • Email
  • Global Protect VPN
  • LinkedIn Learning
  • Microsoft Teams
  • Moodle VLE
  • Network i:drive via OneDrive
  • Panopto
  • RefWorks

Unavailable Services

  • e-portfolio/Mahara
  • Laptop loans
  • Library account
  • My LSBU
  • Printing
  • Telephone system
  • Timetabling system

Last updated 26th April 2021

Unavailable Library Service

RefWorks help - Referencing & Plagiarism - My Subject at Middlesex  University Library and Student Support

RefWorks is back online.

You will find further information on your subject libguide under Referencing.

i:Drive Network Storage

Access your campus files...

...from home!

Any files that you had stored on your network storage i:drive on campus are now available to you online.

These files have all been moved to OneDrive which can be accessed via:

LSBU email accounts

When you open OneDrive, your files will be in a folder with a name starting with ZZZ:

Microsoft Teams

Files > OneDrive > ZZZ folder

Panopto Access

Attention Mac users
Having problems accessing Panopto? 
See our help sheet below

Students can login to Panopto directly and access online lectures.

Panopto Online

Library Buildings

Please study from home if possible - for your safety and the safety of others! 

During lockdown, you should only visit our Libraries if it is essential for your course for you to use the facilities or resources.

Laptop loans are currently unavailable.

Visiting the Library - read this information before leaving home.

Perry Library

Open - see our Opening Hours

Havering Campus Library

Open - see our Opening Hours

Last updated 29th January 2021

Contact Us

Student IT Support:

Library enquiries

Live Chat
Bottom right of this page

Subject and Referencing enquiries

Online appointment with a Librarian
Book an Appointment

LSBU Library and Learning Resources Accessibility Statement

Perry Library

Student IT Support

Digital Skills Centre

Havering Library‚Äč