Find frequently asked questions for IT Services here. If you feel that you can't find what you're looking for please contact IT Support. 

If you are having a problem accessing your University account this could be due to a number of reasons:

  • You have entered an incorrect username.
    • Staff: you will have been advised of your username at induction.
    • Students: your username is your student enrolment number: it is an 8-digit number that can be found on your Student ID Card.
  • You have entered an incorrect password, or it has expired, as happens automatically every 120 days. Please click here to reset your password.
  • Your account may be locked due to multiple invalid login attempts. Please wait 20 mins and try again.
  • Your account has been disabled for curriculum reasons and you need to contact your Campus Advice Zone for further assistance. (You will also be warned of this when attempting to reset your password)
  • Your account has been disabled for finance reasons and you will need to contact the finance team for further assistance.(You will also be warned of this when attempting to reset your password)
  • Your account has been disabled for security reasons and need to contact IT Services Customer Support for further assistance.(You will also be warned of this when attempting to reset your password )

If you have changed your password for your university account, you will have to update your Eduroam login details to match.

If you have never been able to connect check all the relevant WiFi settings are correct by visiting the guidance page.

At this university you have the opportunity to download Office 365 to your personal devices.

Visit the USW Office 365 Portal for more information and easy access to training and supporting materials.

When you find yourself in receipt of an unsolicited email requesting any kind of personal or sensitive information about you or your accounts, we would recommend you follow the steps below just to double check that the email is genuine.

Double check the email address that the email was sent from.

Many scam emails will come from an address which will only look genuine at a quick glance. Emails from University of South Wales support teams for example, will only come from @southwales.ac.uk addresses.

Check links contained with the email.

It is very easy for some hackers to make a link look like it is directing you somewhere else at first glance, and what looks like a link to www.southwales.ac.uk for example could actually be directing you to a fake website. If you hover your mouse over the link, it will tell you exactly where the link really goes. If you don’t recognise the site, don’t click the link.

Learn to recognise dangerous attachments.

Spammers will also try to con you into opening fake attachments which may contain virus’s. To do this they will attach files which are named like a different type of file. For example they may name a file “document.pdf.exe” In some email clients the file name will appear as if the file is a PDF document, even though it is actually a program. However you should find the icon for the document looks completely different to the icon you would normally expect for that kind of document.

And finally, if it looks suspicious, it probably is.

If you are concerned about the contents of an email you have received, the IT Services Support team will be happy to help you determine if an email is genuine or if it can be deleted as spam.

When using University computers, you are responsible for everything that happens while you are logged on. That means you should not leave a PC logged in while leaving the desk. It also means you have to choose secure passwords and change them regularly.

Here’s some good advice on the Dos and Don’ts of password selection.


  • Passwords should be twelve characters or more
  • Passwords should contain a mix of upper and lowercase characters, numerals and special characters such as punctuation marks
  • It is recommended that you use mnemonic phrases to help you remember your password. For example, “My mother’s maiden name is Zebedee, she is 91” produces “MmmniZ,si91” (Please Note: This particular password is barred on University systems)
  • Use of at least two numbers in a password is recommended
  • When you change your password it is recognised that this may be done in a hurry and lead to you choosing insecure passwords. It is suggested that using a mnemonic phrase with numbers enables you to alter one element e.g. the number, keeping the remainder of the password intact and making it simpler to remember. You should note that this method is slightly less secure than choosing a completely different mnemonic phrase.


  • Don’t choose a password of fewer than eight characters
  • Don’t use words from a dictionary
  • Don’t use permutations of dictionary words and numbers
  • Don’t use names associated with your circumstances
  • Don’t ever write down your password
  • Don’t pick well-known phrases for your mnemonic

Information on the VPN and RDP (Remote desktop service) can be found here

Various methods of data storage are available to staff at the University.

Backed up storage

The university provides network storage for all your data and document files.

These are referred to as the ‘N: drive or S: drives’ and are accessible as a personal private file/folder structure for only you to access.

The university also provides other network shares which are used for collaborative or shared access, as well as other file-storage systems such as SharePoint.

The network shared drives are all backed up on a regular basis, so that your data and documentation is protected and restorable in the event of your computer failing.

Data or documents saved onto the computer desktop or to your C: drive are not backed up, unless you have made your own arrangements.

Please ensure that all data and documents are saved to either your network share, SharePoint or you have made a copy to an external hard drive.

As part of our continued security programme we are updating our current protection quarantine procedures for staff and extending this functionality and new system to students too. For details see Release of enhanced security feature in email

This guide details the extra steps required to run Adobe 2019 applications and onwards.

This link accesses the procedure to be followed for both Mac and PC platforms