Category: Service Desk

Questionmark On-Demand – Service issues

Update (1600hrs, 20/02/2018): Questionmark engineers are still working on this issue. An update will be posted here in the morning.

What is the problem? We’re experiencing an issue with users taking a 2nd attempt on Questionmark quizzes.  IT are working with the vendor to resolve this.

Who does it affect? Students taking Questionmark tests. Course leaders running tests.

What should I do? Students should wait for information from their course leaders.


We’re experiencing issues with the Questionmark OnDemand service affecting users taking a ‘second attempt’ at a formative assessment.  This issue appeared over the weekend and we are in touch with the vendor trying to discover the root cause of this issue.

If you are experiencing issues when taking subsequent attempts, please let us know at We’d appreciate that you double check that you are not experiencing 3rd party cookie issues before reporting – Questionmark OnDemand requires users to have third party cookies enabled to function.

We’ll update this message when we have more information.

Help4U Self-Service Portal unavailable

This issue has been resolved, if you are still unable to access please contact the service desk on 01382 388000

We are currently investigating an issue with users being unable to log into the help4U self service portal.

In the meantime you can still log a call by emailing, or visiting our Service Point in the Main Library open 10 am – 10 pm Saturday and Sunday.


Adobe License – Fix Available in Self Service

If you are unable to access Adobe apps and receive an error message regarding ‘signing in’ or a license – please go to Software Centre (available only on managed PCs) and run “Adobe Creative Cloud Re-Licence”

Running this will apply a new licence and you will then be able to launch Adobe products.

If you are using a Mac, the same fix is available in Self-Service

If you are using a non-managed device, you will have to contact the Service Desk for assistance.

Spam Alert – Warning IMPORTANT REMINDER: Storage capacity – Spam

We are receiving notifications that several users have received the following Spam message:

Dear Client,

Your storage space for Office account: is almost full.

92% Used

To get additional storage space Click Here.

© 2017
Terms of use Privacy & Cookies

Please do not click – this message is Spam

Further advise is available:

We have reported this to Microsoft to prevent further distibution


Performance Issues with Microsoft Office Applications

We are continuing to investigate a number of Staff,  that are affected by an issue with Microsoft Office which is manifesting itself in one or more ways (or a combination):

  1. When saving files the following error message appears


  1. Office is hanging (unusable) for a period of minutes
  2. Unable to Attach Files to Email / Save Files from Email

What are we doing to resolve these issues?

We have a dedicated team of IT support engineers who are analysing the issue.

What can you do to help?

Applying the following is resolving the issue for affected users:

Open Office Applications: File -> Options -> Save -> Default local file location:

Change to read H:\

Disable Box Add-in from running at startup

  • In the run/search box from the Start menu, type “winword.exe /a” (this will load Word without any add-ins running)
  • Open a blank document
  • Click File
  • Click Options
  • Click Add-ins
  • At the bottom of the window, choose “COM Add-ins” from the drop down menu and click Go
  • Remove the tick from the “Box.Word.AddIn” and click OK.
  • Exit and restart Word, it will now load without the Box Add in running

 This will only work for the user logged in at the time. Also, it will need done for Word, Excel, PowerPoint separately.

If you are comfortable doing this yourself please do, if not please log a call and we will allocate a technician to assist


Call Service Desk
on 01382 388000

During Office Hours

Service Desk located on
Ground Floor of Main Library
(Opening hours)
To view your current calls visit Help4U, our self-service portal


Please ask colleagues to touch to let us know if they are also being affected by this and haven’t contacted the Service Desk already.

We appreciate your cooperation and support and assure you we are working with all technology partners to resolve this this issue.


Help4U web form

The help4u web form is currently experiencing intermittent issues – this is being investigated by our technical team –  if your issue  is urgent please Call Service Desk
on 01382 388000 – this issue has now been resolved – apologies for any inconvenience.