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    IT Service Centre

    IT support for staff, students, and the wider Griffith community.

    IT Service status

    Current system outages, upgrades and other IT updates.

    Check Services

    How to reach us

    Use this form to report an IT fault, log an incident, or to request troubleshooting support.

    Report an IT Issue

    Click the chat icon on the next page for instant AI support, or connect directly with our team.

    Access Chat

    Submit requests, access online forms, browse services and knowledge articles, and track the status of your requests.

    Access the IT Self Service Portal

    Visit our knowledgeable staff in-person at our Tech Assist Bars, and we can assist you with a wide variety of supported IT services. You can attend at any time during our operating hours.

    CampusLocation
    Gold Coast Level 1, Gold Coast library, Graham Jones building (G10)
    Brisbane South (Nathan) Level 1, Nathan library, Willett Centre (N53)

    Operating Hours

    DaysTime
    Trimester Week Monday - Friday 9am - 3pm
    Student Vacations Monday - Friday 10am - 2pm
    Weekends & Public Holidays Closed

    Within Australia: (07) 3735 5555

    Outside Australia:  +61 7 3735 5555

    Operating Hours

    DaysTime
    Monday to Thursday 7 am to 7 pm
    Friday 7 am to 6 pm
    Saturday 10 am to 5 pm
    Sunday & Public Holidays Closed

    Frequently asked questions

    See all FAQs

    Introduction

    Guest accounts allow visitors to Griffith University who are on official business to access computing equipment and internet services.

    Instructions

    Getting started - Setting up your guest account

    Please note that you need to acknowledge, activate and change your password for your guest account before you can log in to the Griffith University network.

     

    Acknowledgement email

    1. Log in to your personal email account. Please note you won’t be able to use the Griffith network to check your email account.
    2. Check that you have received an Acknowledgement email from Griffith University.
    3. Note down your username (t number). 

    Activate account

    1. Click the activation link in the Acknowledgement email.
    2. Confirm your identity by entering your username (t number), external email address and last name and click Activate.
    3. Check your email account for the Activation Verification email. 
    4. Click the link in the email to continue the activation process.
      • Tip: you can also copy and paste the security code into the waiting field.
    5. Once the activation code has been successfully confirmed, click Continue to complete the process.
      • Note: make sure you continue with the following steps or the account will not be set up correctly.

    Change your password

    1. Read the Griffith Information Technology Code of Practice on the Change Password screen. 
    2. Agree to the IT Code of Practice and click Continue.
      • Note: If you do not agree to the IT Code of Practice or choose not to continue at this stage, you will not be able to use the Guest Account.
    3. Create a new password for your account.
      • Tip: Choose a secure password and keep it confidential.
    4. Click Change Password.
    5. Click Continue to complete the setup.
    6. The Logout screen confirms that the activation process is complete.

     

    Important information

    You must complete all activation and password change steps before you can sign in and use your Guest Account on the Griffith University network. You will receive confirmation emails when your account is activated and your password has been changed. 

    Answer

    You have access to student systems to support your study and research while you are enrolled at Griffith. Some systems are no longer available when you reach the conferral date or are not currently enrolled.

    Account access changes are processed the day your degree is conferred or overnight if you withdraw from the program.

     

    Systems you will always have access to

     

    Systems you will not have access to

    • Learning@Griffith
    • H Drive access
    • Griffith Google services (180 days after graduation)
    • UniHub (4 months after graduation)
    • Internet access
    • Electronic library resources
    • Griffith computers/student computer labs
    • Sonia

     

    Microsoft 365 access changes (alumnus* and non-student

    If you are considered a Griffith University alumnus*, your Microsoft 365 access will go through the following changes
    • You will continue to have access to all Microsoft 365 applications for 180 days, after which your account will be closed. 
    • Forwards to other email accounts are automatically disabled. 
    • Your personal Out of Office will be disabled. New emails will be rejected with a system notification. This system notification cannot be changed. 
    • Access to any OneDrive folders \ files will be removed, including sharing permissions.

    If you are not enrolled in a program and are not considered an alumnus, you become a non-student. Your account goes through the following changes

    • You will continue to have the same access to Microsoft 365 for 180 days.
    • Once this period has ended, your account will be closed.
     
    Prior to the end of 180 days, please
    • Notify any contacts that your email address has changed.
    • Contact owners of Microsoft 365 applications (i.e. OneDrive/Teams) who have shared data with you.
    • Save any data from Microsoft 365 applications including OneDrive to a personal account.
    • Forward individual emails to your personal account if you wish to retain them for reference/historical reasons. You cannot download or transfer your Griffith University mailbox to a personal email account.  There is no process to forward bulk emails.
    • Transfer any Google additional services to a personal email address (i.e. Google Scholar, YouTube).  
     
     

    Helpful links

    Who is considered an alumnus of Griffith University? - KB0017731

     

    Instructions

    To set or reset your library borrowing account password:

    1. Go to the Borrowing webpage.
    2. Click My account login.
    3. Select Alumni and Community Member Login.
    4. Click Request password.
    5. Enter your library card number (for example, C12345678D).
    6. Click Request.

    If you do not receive a password reset email, contact the Library. 

    Answer

    When on campus at Griffith, you can configure your device to use the Griffith University Wi-Fi network. The Eduroam network is available on campus to people visiting Griffith from other educational institutions. All other visitors may access our Public Wi-Fi.

    You can connect to Griffith University Wi-Fi networks using a computer, smartphone, or tablet.

    Visit our Getting Connected page and select your operating system for step-by-step instructions on how to connect. 

    To connect to the Eduroam wireless network visit our Eduroam support page, click on your operating system and follow the instructions to configure your device. 

    To connect to the Griffith Public Wi-fi, visit the Public Wi-Fi support page and follow the instructions.

    If you are still unable to connect to the Wi-Fi network, contact the IT Service Centre for assistance.

    Your Single Sign-On account is used to login to most Griffith University systems and applications including Learning@Griffith, myGriffith, email, VPN and wi-fi networks. 

    You can change or reset your password online, by phone, or in person.

    • Online: If your myGriffith profile or Staff Portal is up to date with your personal information you can self-serve a password change or password reset by following the instructions on the password management page. 
    • Phone: Call the IT Service Centre to request an assisted password reset for a new, forgotten or expired password or help unlocking your account  
      • Within Australia: 07 3735 5555,  
      • Select 1 for password support  

    Additional support 

    To protect your privacy and security, assisted password resets are only available via phone or in person at Student Connect, library service desks and tech assist bars. A verbal verification of your identity is a security requirement for our staff to assist with managing your account. 

    The IT Service Centre cannot provide new or replacement passwords, account information, or make changes to your account in response to requests submitted by email, chat or web forms.  

    If you are unable to phone or visit a campus location, you may request a call by using the Report an IT Issue form. You will need to include a valid contact phone number and a preferred contact time in AEST time, and the IT Service Centre will phone you. Refer to the IT Service Centre operating hours. 

    When you access Griffith services or applications, you will be required to authorise the sign-on using Multi-Factor Authentication (MFA). 

    MFA ensures that our accounts are highly secured with not just one, but multiple layers of security.

    PingID is the software we use to enable MFA.  
     
    If you have access to your registered device, you can manage your MFA by following the guides on our support pages for Staff and Students

     

    When to call the IT Service Centre or visit a Tech Assist bar for support

    • You don't have access to your registered device: if your device has been lost, stolen or damaged, traded in or replaced, forgotten or left at home or work 
    • PingID app issues: if the PingID app was uninstalled or removed, your device was reset to factory settings, or if you experience authentication or number matching failures 
    • Setup problems: if you encounter difficulties setting up or configuring your MFA device or app. 

     

    The IT Service Centre cannot add or remove registered MFA devices or make changes to your account in response to requests submitted by email, chat or web forms.    

     

    Phone

    • Within Australia: 07 3735 5555,   
      • select 2 for IT support then  
      • select 1 for Multi-Factor Authentication enquiries  

    In person

    To request MFA support in person visit the Brisbane South (Nathan) or Gold Coast tech assist bar

     

    Unable to phone or visit a campus location?

    To protect your privacy and security, assisted management of your MFA devices and account are only available via phone or in person at tech assist bars. A verbal verification of your identity is a security requirement for our staff to assist with managing your MFA account.  

    You may request a call by using the Report an IT Issue form. You will need to include a valid contact phone number and a preferred contact time in AEST time and the IT Service Centre will phone you. Refer to the IT Service Centre operating hours.   

     

     

     

     

    Introduction

    A hard refresh clears the cached version of a single webpage and forces your browser to load the most recent content. This can help resolve display issues or when a page is not updating as expected.

    If you prefer not to clear your entire browser cache, a hard refresh is a quick alternative.
     
    Follow the instructions below to hard refresh common web browsers.

    Instructions

    Google Chrome and Mozilla Firefox

    Mac: Press ⌘ + Shift + RWindows: Press Ctrl + F5

    Apple Safari (Mac)

    Press Option + ⌘ + E to clear the page’s cache. Click the Refresh button in the address bar or press ⌘ + R to reload the page.

    Microsoft Edge

    Press Ctrl + F5If this doesn’t work, try Shift + F5

     

    Important note

    Always keep your browser up to date. Running the latest version helps prevent access or performance issues.

     

    Helpful links

    How to perform a 'hard refresh' in your web browser - KB0010794

     

    Introduction

    What if I need information from my student Mailbox/Onedrive after I lose access to the account? "

    Instructions

    Overview

    Your student inbox and OneDrive cannot be reactivated after you graduate or leave Griffith University. Please save or transfer any messages or documents you want to keep before access ends. While a retrieval process may be available afterwards, it is not guaranteed.

    Details

    • In line with university policy, student Mailbox and OneDrive access is removed after enrolment ends.
    • Students are notified approximately 180 days prior to graduation and are expected to transfer any required data to a personal account or alternative storage solution before access is removed. 
    • Once access is removed, data may be permanently deleted and unrecoverable. 
    • Griffith is NOT able to grant temporary or extended access to former student accounts. 

    If you need data from your account

    If you require specific emails or files, you may submit a formal request:

    Important

    • Data retrieval is not guaranteed
    • Requests are subject to privacy, policy, and data retention requirements

    Answer

    Usually, by default, browsers are set to block pop-ups. Managing pop-up blocker exceptions will allow pop-ups to display for a particular site only.

    Refer to the instructions on the common browser web pages to configure your web browser to allow pop-up windows for your selected websites.

    Note: If you are concerned about allowing pop-ups globally for all websites you browse, consider using another web browser that allows website exceptions, such as Chrome or Firefox.

    Instructions

    To download the Griffith University Library app, search for "Griffith University Library" on the App Store or Google Play.

    Staff and student login

    1. Tap Students and Staff Login
        
    2. Enter your Griffith username and password
    3. Tap Login

         


    4. Complete the multifactor authentication step and return to the app.

                 

    Alumni and community member login

    1. Tap Alumni and Community Member Login
    2. Enter your library barcode and password
    3. Tap Login.

         

    Note for all users: When you log in, the app will ask permission to access your location. This allows the app to identify your nearest Library branch.

    Logout

    1. Tap the Account tab



    2. Tap Logout



    3. Confirm you want to log out.


     

    Helpful links

    What is the Griffith University Library app?
    How do I use the Griffith University Library app?

     

    Most popular requests

    See all IT support requests
    Request Report an IT issue Use this form to report an IT fault, log an incident or to request troubleshooting support from the IT Service Centre. Request General IT service request Use this form to request an IT service not listed in the catalogue.

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