Your IT Account Password

 

No University staff, including IT Services, will ever ask for your IT Account password.

If you are concerned that your IT account has been compromised, please contact the IT Service Desk on ext. 2000 or (01902) 32 2000 externally, as soon as possible.  

There is a new Self Service Password Reset system

To register for the Self-Service Password Reset system, which allows you to reset your IT Account password without contacting the IT Service Desk, go to the 'Self-Service Registration' tab below.

 

Secure Password

Your password must be between 8 and 16 characters long (longer is more secure), and can contain upper and lower-case English letters, numbers and punctuation characters.

It is important to choose a password that cannot be easily guessed.  Microsoft offers advice on choosing a strong password.

 

Staff Password Expiry

Staff IT Account passwords are set to expire and need updating at least every 6 months. 

Shortly before your password is due to expire you will receive a series of system generated emails. If you do not update your password before the expiry you will temporarily lose access to your IT account, at which point you will not be able to logon or change tour password yourself.  You will need to contact the IT Service Desk to reset you password and you will be required to verify your ID via a conference call or visiting an IT Services Office. 

Blocked Account: on campus users

If your account becomes blocked due to password expiry, the next time you attempt to logon to Windows using a University managed machine you’ll be prompted to update your password before you can continue. You’ll need to know your current password to be able to do this. If you experience any problems with this please call the IT Service Desk

Blocked Account: off campus users 

If you’re off campus, or using a personal device and your account becomes blocked due to password expiry, you’ll not be able to logon to any University system.  To change your password you will need to call the IT Service Desk during core hours and answer some security questions. 

(Note: if your password has not expired but your account is blocked due to too many incorrect password entries, you can use the Self-Service Password Reset system.)

Student IT Account passwords do not currently expire. However, it is good practice to update your password regularly.

 

To Change your password

If you know your current password you can update it at any time.  If you have any concerns that your account may have been compromised you must change it as soon as possible. 

If you are on campus using Windows on a University managed machine:

Press Ctrl + Alt Del keys on the keyboard, select Change a password.    

You will be prompted to enter your current password, your new password and to confirm your new password. 

If you are off campus or using any other device, you can use this you can use this online form.

If you have problems with your password reset, please contact the IT Service Desk on ext. 2000 internally, or (01902) 32 2000 externally, during core hours.

Note: Once you have changed your password it can take up-to 10 minutes before you can log back onto a standard University computer using your new password.

 

Services affected

All University systems that require you to logon with your University credentials will be affected by the password change. This includes:

  • Logon to University managed machines
  • Email: Exchange/Outlook and Outlook Web App (OWA)
  • Office 365
  • Canvas
  • SITS e:Vision Portal*
  • PebblePad and e:Portfolio
  • Personal File Store and Webdrive  
  • Connection to University wireless networks (Wi-Fi)
  • Terminal 4 Site Manager
  • Password protected areas of the Staff Intranet

 *If, after updating your IT Account password you find your SITS e:Vision password does not update, please contact Registry, on 01902 32 1881.

Note: If you use any services which remember your password (e.g. web browsers and auto-connection to Wi-Fi on personal devices) its advisable update these on all your devices when you change your password.  Your account may become blocked if your mobile phone is attempting to auto-connect to a Wi-Fi network using an outdated password, for example.

Register for (FIM) Self-Service Password Reset  

If you have forgotten your password the Self-Service Password Reset system enables you to reset it any time, from any location, using a security code sent to your mobile phone in a SMS text message.

Registration is quick and simple, whether you are on or off campus. You just need to enter your University credentials and mobile number into the Forefront Identity Manager (FIM) system.  

 

 On Campus Users

If you are on campus, using a University managed device, follow these steps:

  1. go to https://pwregister.wlv.ac.uk

Note: a pop-up browser will appear upon logon directing you to the registration page.

Tip: if the page does not load, try using another browser or deleting your browser cache. If you need assistance with this, call the IT Service Desk.

SMS password Registration: 1. Start

 

      2.   Enter your University IT Account password, then click 'Next'. 

Since you have already logged on to the University network, the system will prefill your username.   

SMS password Registration: 2. Password

 

      3.   Enter your mobile number, with no spaces e.g. '07700900314'

            Or you can enter the international dialling code for the country the phone is registered to e.g. '+447700900314'

            Then click 'Next'. 

SMS Password Registration: 3 mobile

 

      4.   That’s it, registration is complete. You can revisit the registration page to check or update your mobile number at any time.

SMS Password Registration: 4 finish

 

Off Campus Users

If you are off campus, or using a personal device, the registration process is much the same as for users on a University managed machine, you’ll just need to enter your username and password for your University IT Account, before the registration webpage loads. 

      1.   Go to https://pwregister.wlv.ac.uk 

            Tip: if the page does not load, try using another browser or deleting your browser cache. If you need assistance with this, call the IT Service Desk.

      2.   Enter your University username and password in the pop-up box. 

Off Campus Password Registration: Authentication required

      3.   Enter your mobile number, with no spaces e.g. '07700900314'

           Or enter the international dialling code for the country the phone is registered to e.g. '+447700900314'

            Then click 'Next'.

      4.   That’s it, registration is complete. You can revisit the registration page to check or update your mobile number at any time.

To reset your password, do one of the following:  

  a) If you have registered for FIM Self-Service Password Reset, visit https://pwreset.wlv.ac.uk or click the ‘Forgot your password?’ link from the logon screen on a University managed machine.  (Follow the advise below for full instructions.) 

You can use this service 24/7 from anywhere in the world, on any internet enabled device, so long as you have your registered mobile phone with you.

   b) If you have not registered for FIM Self-Service Password Reset, or do not have your registered mobile phone with you, you can call the  IT Service Desk during core hours.  You will be required to answer some security questions or visit the Service Desk before your password can be reset.   

 

Self-Service Password Reset: Using a University Managed Machine 

If you have forgotten your password and you are using a University managed PC you can reset your password from the logon screen.

SMS password reset: 1.forgot password

     

      1.   From the logon screen, click ‘Forgot your password?’ link.

SMS password reset 2: incorrect password

 

      2.   You will automatically be sent a 6 digit security code to your mobile phone.

SMS password reset 3: text code

 

      3.   Enter the security code into the pop-up box on screen, then click 'Next'.

(Please Note: You are allowed 3 attempts to enter the code, within 15 minutes. If you do not enter the correct code within this time a ‘verification failed’ message will appear, and you will need to generate a new code.) 

SMS password reset 4: PIN code

 

      4.   You will then be prompted to enter a new password, and re-enter to confirm. Then click 'Finish'. 

Tip: make sure you choose something memborable, but different to your last password.  It must be 8-16 characters long and can contain upper and lower case letters, numbers and punctuation characters.

Allow 10 minutes before attempting to logon with your new password. 

 SMS password reset 5: finish

 

Self-Service Password Reset: Using a Personal Device 

If you are using a personal device (or University managed Mac computer) the password reset process will be the same as the above, with the following differences: 

  1.    Go to https://pwreset.wlv.ac.uk/ 

       Tip: if the page does not load, try using another browser or deleting your browser cache. If you need assistance with this, call the IT Service Desk.

  2.    You will be prompted to enter your University IT Account username before entering the security code.

The process works on all major desktop and mobile web browsers.

 Frequently Asked Questions for the Self-Service Password Reset System   
Question Is my mobile number secure?
 Answer

Yes. Your personal data is stored securely in the Forefront Identity Manager (FIM) system in compliance with GDPR regulations and will not be given out or passed on to anyone, under any circumstance.

 

Question  The registration or password reset webpages do not load, what do I do?
 Answer

If the registration or password reset webpage does not fully load when you click on the link, try copying the address e.g.  https://pwregister.wlv.ac.uk  or https://pwreset.wlv.ac.uk into another browser. For example, if your default browser is Internet Explorer, try using Google Chrome.

If you have the same issue in a different browser, you may need to clear your browser cache.  Call the IT Service Desk if you need any assistance with this. 

 

Question

I can’t remember if I’ve registered my mobile number, can the IT Service Desk tell me?  

 Answer

The IT Service Desk do not have access to the data stored on FIM as it is a secure system, so they will not be able to verify your mobile number for you.  However, if you want to check whether you’ve registered your mobile number, or check if it is the correct number you can do so from the registration webpage https://pwregister.wlv.ac.uk.   If a mobile number has been recorded against your username, it will appear in the mobile number field.  

 

Question How do I update my mobile number in the FIM Self-Service Password Reset system? 
 Answer

Go to the registration webpage https://pwregister.wlv.ac.uk, enter your University IT account credentials, then and overwrite the mobile number into the field. Click 'Next' to finish. 

 

Question

I’ve blocked my IT Account by entering my password incorrectly too many times, however I do know my correct password. Can I register for Self-Service Password Reset system now and use it to reset my password?

 Answer

 Yes. So long as you can access the internet (from your mobile phone, for example) you can go to https://pwregister.wlv.ac.uk and register with your current password.

Wait 10 minutes to allow time for the registration to take effect.

Then go to https://pwreset.wlv.ac.uk/ (or click the ‘Forgot your password?’ link from the logon screen if using a University managed machine) and follow the instructions.

Once your password has reset, wait another 10 minutes for the reset to take effect before your attempt to log back in.

You can also reset your password using the online forms listed under ‘Password Management’ section. 

 

Question

What happens if I do not enter the correct security code in time?

 Answer

Once you have requested a security code to be sent to you (by clicking on ‘Forgot Password’ from the Logon screen on a University managed device, or by visiting https://pwreset.wlv.ac.uk/) you have 15 minutes to enter the 6 digit security code which will be sent to your registered mobile phone via SMS text message.

If 15 minutes have lapsed and you did not enter the security code in time, you can re-click the link to generate a new code and you will have a further 15 minutes to enter the new code which will be sent to you.  

If you enter the security code incorrectly 3 times you can re-click the link to generate a new code.

 

 Question

Can I register a friend or colleague’s mobile number for them?

 Answer

No.

Whether logged onto a University managed machine or using a personal device, the user is required to enter their own IT Account password in order to register.

The IT Service Desk will not be able to register for you, or access your mobile number.

As outlined in The Acceptable Use of IT Facilities, you must never share or disclose your password, log onto anyone else account, or allow anyone else to log onto yours. 

 

Question

I keep getting the Password Registration webpage pop-up whenever I log in, but I do not want to register for the Self-Service Password Reset service. How do I stop the pop-up from appearing?

 Answer

A browser will direct to the password registration webpage upon logon to a University managed machine, until a mobile number is entered. If you do not wish to register for the service, you can enter 0's as your mobile number and this will prevent the webpage from appearing upon logon.

If you change your mind at a later date, revisit https://pwregister.wlv.ac.uk and enter your mobile number. 

 

Question

Can I use this service overseas?

 Answer

Yes. The Self-Service Reset system will work from anywhere in the world.

Registration: If your phone is registered to a non-UK country you’ll need to enter the international dialling code of the country your phone was registered in.

So for example, if your phone contract is registered in India, you’ll enter dialling code ‘+91…..’ even if you are in the UK when you register to the FIM Password Reset system. 

Password Reset: To reset your password you need to be have a cellular connection (to receive your reset text code) and be able to access the internet if you’re on a personal device.

Note: there may be a slight delay in receiving the text if you are overseas. If you don’t receive the code within 15 minutes, try again.