University of Malta
 

FAQs
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IT Services Student Guide
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General Frequently Asked Questions.

1. I have a problem with my mobile phone and cannot access the two-factor authentication (TFA) verification code.

You can use either any backup devices you may have set up or the backup codes as another form of verification. This can be done by selecting Choose another method to get a verification code.

If you do not have access to these, you need to repeat the account activation process with the aid of the activation code given to you by the HRMD (staff) or found with your acceptance letter (students).

The account activation process will let you change your primary contact number, set up the smartphone authenticator and/or a backup device, and also lets you generate backup codes.

To request a copy of the activation code, students and staff should call personally at IT Services Reception desk to be provided with their activation code. Valid identification (ID Card or Passport) must be presented.

Activation codes and passwords are not sent via email due to security concerns.

2. I want to report spam/phishing emails.
Please follow the below instructions in Gmail:
  1. Select the unwanted email
  2. Click on the arrowhead found at the top-right of the email
  3. Select either Report Spam or Report Phishing

Difference between spam & phishing

Spam is unsought email, usually from someone trying to sell something. Phishing is an attempt to acquire sensitive information such as login passwords.

3. I want to install VPN.
Instructions about installing and setting up VPN are available here.

Please note that VPN is available to current staff and students only (Guest accounts are not eligible. If access is required for a guest account, please send an email together with the email address and the reason VPN is required).

4. VPN keeps trying to connect without success.

The problem generally relates to expired certificates. Please follow the Updating the OpenVPN configuration file section to update your certificates.

5. I want to change my UM IT Account password.

You can change your UM IT Account password here.

6. I forgot my UM IT Account Password.

Staff who have forgotten their password can reset it by using their personal activation code that was provided to them by the Office for Human Resources Management & Development at the start of their employment. To request a copy of the activation code, staff should call personally at the relevant IT Services Reception desk to be provided with their activation code. Valid identification (ID Card or Passport) must be presented.

Students who have forgotten their password can reset it using the personal activation code indicated on the University acceptance letter they received at the beginning of their course. To request a copy of the activation code, students should call personally at IT Services Reception desk to be provided with their activation code. Valid identification (ID Card or Passport) must be presented.

Activation codes and passwords are not sent via email due to security concerns.

For further information refer to our related FAQ.

7. I want to change the primary contact number, re-install the authenticator, or access backup codes.

All the Two-Factor Authentication settings can be accessed here.

8. What software am I eligible for?

IT Services maintains dedicated web pages with all the relevant information about software available to staff and students.

9. How can I purchase Microsoft Office?

Information about purchasing Microsoft software is available for staff and students.

10. Am I entitled to a free copy of Microsoft Office?

The current Microsoft agreement does not include a free copy of Microsoft Office for staff or students.

If a new agreement includes such a benefit, notifications will be placed on our website and on Newspoint.

11. I am encountering Errorcode ACTIVATE99 & ACTIVATE78 when activating my UM IT Account.

Contact Admissions Office to assist you.

12. I am encountering a different Errorcode from those in FAQ 11 when activating my UM IT Account.

Please send us an email with the Errorcode number and your ID/passport number.

13. I am having problems connecting to eduroam.

You can find the relevant guides by clicking here.

14. I need a new telephone, or need to change the caller ID of my telephone, or to unbar my line for mobile and/or international calls. [Staff Only]

Please send an email with your request to Estates & Works.

15. I need to use a new network wall point (Internet/telephone) to connect a computer/telephone. [Staff Only]

Please send us an email with your request and include your room number and contact details.


Frequently asked questions about the UM SSO are found here.

Frequently asked questions about VLE are available for staff and students.

Frequently asked questions about Turnitin are available for staff and students.

Couldn't find the question/answer you were looking for? Submit a support ticket request.


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Last Updated: 3 October 2017

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