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Network Disruption: Updates

London South Bank University has been experiencing severe network disruption for several weeks. Many of our services are currently offline, with IT Services working to get them back up and running 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

We are experiencing an unusually high volume of enquiries at the moment and it’s taking us a little longer than normal to respond. Rest assured we will get back to you as soon as possible to support you and help resolve your issue.

So that we can focus on fixing your problems quickly our chat service may not be available during busy periods.

Drop us a line with all the details of your enquiry to student-it-support@lsbu.ac.uk

 

Planned IT Downtime  - Sunday 28th February and Sunday 7th March

To continue with the maintenance and security upgrades of our IT infrastructure there will be IT downtime on Sunday 28th February and Sunday 7th March. This will impact many of our systems, including Moodle.

On both days the core downtime will be between 8am-12pm, however there will be intermittent disruption between 12pm-5pm. Email and Teams will not be impacted and should continue to operate as normal. We apologise for any inconvenience.

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.

Last updated 15th January 2021

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: vle.lsbu.ac.uk 

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: vle.lsbu.ac.uk

If you still get this message when accessing the webpage vle.lsbu.ac.uk, 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: student-it-support@lsbu.ac.uk

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 ID
  • 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 also had problems with access to e-books and electronic resources.


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

E-books:

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: askalibrarian@lsbu.ac.uk or book an online appointment with them. Check your library subject guide first for further information.

Last updated 20th January 2021

Service Status

Available Services

  • AppsAnywhere (off campus only)
  • e-books and e-resources
  • Email
  • Global Protect VPN
  • Microsoft Teams
  • Moodle VLE
  • Panopto

Unavailable Services

  • Downloadable software
  • e-portfolio/Mahara
  • Laptop loans
  • Library account
  • My LSBU
  • Network storage i:drive
  • Printing
  • Pulse Secure VPN
  • Telephone system
  • Wi-Fi

Last updated 8th February 2021

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: 
student-it-support@lsbu.ac.uk


Library enquiries
library@lsbu.ac.uk


Live Chat
Bottom right of this page


Subject and Referencing enquiries
askalibrarian@lsbu.ac.uk


Online appointment with a Librarian
Book an Appointment

LSBU Library and Learning Resources Accessibility Statement

Havering Library​

020 7815 5982

 library@lsbu.ac.uk