IT & accessing systems

Frequently asked questions


Find frequently asked questions about IT systems and access 

IT FAQs

Below are some of our most frequently asked questions about accessing systems and IT issues.

I’m having trouble accessing my Royal Holloway email account and other University systems. What should I do?

If you're a new student, you will not be able to access your Royal Holloway account until you receive an enrolment email from us.

Visit the IT Services help pages for information on how to set up your account, change your password and get started.

I've forgotten my username. What should I do?

Please refer to your enrolment email as this contains your University IT credentials. Your username for logging into Campus Connect and your email account is your Microsoft 365 ID, for example abcd123@live.rhul.ac.uk.

For further information on your IT credentials please visit the Your account webpages

I've forgotten my password. What should I do?

If you're a new student please refer to your enrolment email as this contains your University IT credentials, including your password. In the enrolment email we advise that you change your password to something memorable.

If you have forgotten your password, you can reset it by following these instructions.

I can't complete Online Sign-up. What should I do?

If you have any problems completing Online Sign-up, please contact the Student Services Centre. 

I'm getting an error message when I try to access Campus Connect. How do I fix it?

Sometimes when trying to log in to Campus Connect you may get the message ‘500 Internal Server Error’. This is because your browser didn’t sign you out of your last session on Campus Connect correctly.

You can avoid this error by visiting Campus Connect in incognito mode on a PC or laptop (otherwise known as ‘private browsing’). 

To prevent this error in the future, make sure you always sign out of Campus Connect when you are finished, and close the tab you were using.

If you are experiencing problems accessing Campus Connect you should make sure that your browser (e.g. Safari, Firefox, or Chrome) is up to date. Older browsers may have issues when accessing Campus Connect, so frequently check your software for updates.

I can't login to Campus Connect. What should I do?

When attempting to login to Campus Connect, please ensure that you are using a laptop or PC and not a mobile device such as a smartphone or tablet.

If you are using a PC or laptop, please ensure that you are entering your Microsoft 365 ID, which is your username with ‘@live.rhul.ac.uk’ added at the end (e.g. abcd123@live.rhul.ac.uk) and your University password.

Please note that some older versions of Safari are not compatible with Campus Connect. Please either update your Mac or iOS device or use an alternative browser.

If your login problems persist, please contact IT Services

Who should I contact if I am having issues with IT services?

If you experience problems with IT systems, you can visit the IT webpages below for help. 

  • Getting Started with IT: handy tips for setting up and using your Royal Holloway account for the first time.
  • IT Essentials: Find information on key IT systems and services available to you including Wi-Fi and printing. 
  • FAQs: Find a range of frequently asked questions on a wide range of IT services 
  • IT Help: Find contact details for the IT Service Desk team

 

Still need help? 

If you can't find what you are looking for in our FAQs please use our Key Contacts page to find out how to contact the relevant team.

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