St Mary's Digital Services
Frequently Asked Questions
St Mary's | |
| I have a new phone number / phone and can’t through the log on process as a result | Please contact the IT Helpdesk (ithelpdesk@smucb.ac.uk ) letting us know your problem. |
| How do I connect to St Mary’s Wi-Fi? | Please go to https://cat.eduroam.org/ on the device you wish to set up. Follow the instruction document to download your eduroam installer, Connect to EDUROAM – your username is your studentnumber@stmarys-belfast.ac.uk and your password is your college password. If this does not work or you have any difficulties contact the IT Helpdesk (ithelpdesk@smucb.ac.uk ). |
| I’ve forgotten my St Mary’s password. | If you have forgotten your password contact the IT Helpdesk (ithelpdesk@smucb.ac.uk ), please tell us your student number and your mobile number. We will need these to confirm your identity and also send you out a new password via text message. PLEASE NOTE: we will check your mobile number against the one we have on file and will only text a new password out if they match. If you have changed your mobile number please make sure you always update it on QSIS as soon as possible. If you are unaware of your QSIS password see the following FAQ – I don’t know my Queen’s password. |
| I cannot get access to the SMUCB Library Online Resources. | Please make sure you use the Off-Campus link when you are working on your own laptop or on a device not on the college network – even if you are physically on the college campus. This includes devices connect to the college WiFi. If your username or password do not work please make sure you can successfully log in to your college email. If you can access your email account then your log in details aren’t the problem. Please contact the IT Helpdesk (ithelpdesk@smucb.ac.uk ) PLEASE NOTE: if you are not currently registered for a module in this academic term or have received notification of account restrictions due academic/finance issues your account may be suspended and you will not be able to access Library resources. |
| I am trying to log onto a college pc and am getting “Time Restrictions” message. | Your account has been suspended, this can happen for a variety of reasons. Contact IT Helpdesk (ithelpdesk@smucb.ac.uk ) or call up to the IT offices in the first instance so we can check what the reason might be. |
| My account is saying it’s locked out. | Your St Mary’s account will lock out if you have typed in your password incorrectly 3 times in short succession. If your account is locked out, it will automatically unlock after 30 minutes. If your account is constantly locking out and you have changed your password recently you may have automatically saved/remembered your old password on another device and it is trying to connect and is locking you out. You will need to check all of your devices to see if any of the Microsoft 365 apps (Outlook, Teams, Word, Excel etc) that you may have downloaded are signed in with out of date credentials. Please also check the browser that you normally use to log in to email on these devices to see if they are remembering your old password, make sure to update it to your current one just in case. |
| I am able to log into Microsoft 365 and get access to email but I am unable to access other MS applications. | Your account has been suspended, this can happen for a variety of reasons. Contact IT Helpdesk (ithelpdesk@smucb.ac.uk ) or call up to IT offices in the first instance so we can check what the reason might be. |
| My Wi-Fi was working but it has stopped connecting. | If you have recently changed your St Mary’s password you will also need to update the password connecting to EDUROAM. If you haven’t changed your password recently then please contact the IT Helpdesk (ithelpdesk@smucb.ac.uk ) and let us know the problem and any error messages you are getting |
| I cannot get access to My Library account. | My Library Account – this is associated with Queen’s library system. If there are problems please contact library@stmarys-belfast.ac.uk and inform them that you have a problem logging in to your My Library Account. |
St Mary's Error Messages | |
| Invalid username or password or the account does not exist | Have you signed your Computer User Agreement (CUA) form? See IT Induction Email or link to form here: https://forms.office.com/r/eb4Pdc0fEA |
Queen's (QSIS / QOL) | |
I do not know my Queen’s password. | You were advised at induction to record your password in a password manager or similar, please check that in the first instance. You may also have it in an email in your St Mary’s inbox that was sent when you registered in first year. If this password does not work or you have changed it since your first year induction you will need to contact Queen’s Student Helpline on +44 (0)28 9097 3223 or email reghelp@qub.ac.uk |
| How do I connect to Queen’s Wi-Fi if I am at McClay library? | If you have connected correctly to St Mary’s EDUROAM you should automatically connect to Queen’s EDUROAM with the same credentials. You should not need to sign in again. If your St Mary’s EDUROAM fails to connect try connecting to Queen’s EDUROAM with your QOL username, which is the form of, |
| How do I log on to the PCs at McClay library? | You will need to use your student number and your Queens/QSIS password to log into the machines in the McClay library. If you have forgotten your Queens/QSIS password then go to the IT Service Desk that is based in the McClay library and get your password reset. Additional help for library services can be found on the following webpage – https://libraryhelp.qub.ac.uk/ |
| How do I get logged on to Queen’s Student Information System (QSIS)? | Please make sure you are logging in with your student number and your QUB password. If your password does not work or you no longer remember it you will need to contact Queen’s Student Helpline on +44 (0)28 9097 3223 or email reghelp@qub.ac.uk |
| How do I get logged in to Queen’s Online (QOL)? | Please make sure you are logging in with If your password does not work or you no longer remember it you will need to contact Queen’s Student Helpline on +44 (0)28 9097 3223 or email reghelp@qub.ac.uk |
| How do I log in to my Queen’s Microsoft 365? | Please make sure you are logging in with If your password does not work or you no longer remember it you will need to contact Queen’s Student Helpline on +44 (0)28 9097 3223 or email reghelp@qub.ac.uk |
| How do I log on to the Queen’s App on my phone? | Please make sure you are logging in with If your password does not work or you no longer remember it you will need to contact Queen’s Student Helpline on +44 (0)28 9097 3223 or email reghelp@qub.ac.uk |
| How do I log into the Queen’s online library services? | Please make sure you are logging in with If your password does not work or you no longer remember it you will need to contact Queen’s Student Helpline on +44 (0)28 9097 3223 or email reghelp@qub.ac.uk |
| My Queen’s account is asking me to set up 2-Factor Authentication, what do I do? | If you are logging into your Queen’s account and it is saying you need to set up 2-Factor Authentication (also known as 2FA or MFA/Multi-factor Authentication) all you need to do is follow the instructions that come up. You will be required to install Microsoft Authenticator App on your phone / or an alternative authenticator app of your choice and then go through the process of linking your Queen’s account to it. The process should be very similar to when you set up 2FA/MFA for your St Mary’s account. |
| My Queen’s account is asking for my 2-step verification code but I don’t have it set up. | If you are trying to log in to your queen’s university account and it is asking you to “Enter the code displayed on the Microsoft Authenticator app on your mobile device” then you have, at some stage, set up 2FA for your queen’s account. If you are no longer getting a code to your authenticator app or no longer have the phone that you orginally set the 2FA on then you need to contact Queen’s Student Helpline on +44 (0)28 9097 3223 or email reghelp@qub.ac.uk and ask them that you require your 2FA to be reset as you are not recieving the code within authenticator and you need to re-register again for your multifactor authentication. Once they have done this all you have to do is log into your Queen’s 365 account and follow the instructions on how to set up your 2FA again. |
C2K | |
| I have forgotten my C2K password. | If you have forgotten your C2K password, you should have set up 3 security answers the first time you signed on. You can use the following link to reset your password with these security answers – https://ua.c2kschools.net/sspr/public/forgottenpassword If this does not resolve your problem please see the C2K Password Help document on the St Mary’s student intranet site for further information. |
| I know my password but cannot get logged in | Your C2K Password expires every 120 days so this might be why you can’t get logged in. If you know your previous password you can reset it yourself using the following link – https://services.c2kni.net/ums/ If this does not resolve your problem please see the C2K Password Help document on the St Mary’s student intranet site for further information. |
| My c2k account is locked out. | Your C2K account should automatically unlock after 30 minutes. If your account is still locked out after this time please contact the IT Helpdesk (ithelpdesk@smucb.ac.uk) with the request to unlock your c2k account. |
C2K Error Messages | |
| Your user name is not eligible to use this feature | Self service relies on you having provided answers to the security questions and if they aren’t set you will get this error message. It is possibly because you previously had them wiped by the C2K Helpdesk (as part of the password reset protocol), but did not reset them again after we reset your c2k password. You need to contact the IT Helpdesk (ithelpdesk@smucb.ac.uk) to reset your password, and then you need to go to http://ua.c2kschools.net log in and set up your answers again. |
| Your account has been disabled due to intruder detection | Too many incorrect login attempts. Wait 30 minutes and try again. |