CS Staff Knowledge Base FAQ

If you are no longer able to sign into your email account, it may be a sign that your email account has become compromised and has been disabled.

If you think your student IT account has been compromised, inform the Student IT Support team immediately and they will take the necessary steps to mitigate any further threats to the security of your LSBU IT account.

How do you normally access your student email? If on a smartphone or tablet and using an application (app), please delete the account and app and restart the device. If only using the web browser(s), clear the browsing history/data within each preferred browser. After, you should uninstall the browser(s) {the ones that you can}, restart your device(s) and re-install them.

If using an Android operated device, you should download and install a reputable mobile security/antivirus app (e.g. Comodo, AVG) via the Google Play Store and run a full scan to ensure that the device does not contain any malicious software. Also, ensure that the version of Android has been updated to the latest version possible for that device. If using an iPhone, ensure that iOS (the operating system) is updated to the latest version.

If you previously accessed your LSBU email on a personal laptop or desktop, please carry out a full virus scan with an up-to-date antivirus software application (e.g. Comodo, AVG, Norton, Kaspersky, Avira, Bitdefender, Intego, Trend Micro) to search for the presence of any security threats. Additionally, you can delete your browsing history and any saved passwords within your preferred web browser(s). Also, ensure that your preferred web browsers are up-to-date and you can easily reset Google Chrome and Internet Explorer (IE) if you use them. To add, please ensure that the operating system on your laptop or desktop is up-to-date.

If you are unsure of how to complete any of the above, please do not hesitate to contact us again for further assistance.

After completing all of these steps, please notify us and we will unblock your mailbox.

Once this has been done, Student IT Support will send you an email to instruct you to reset your password for your LSBU student IT account.

Only change your password on a computer or device that has been updated and recently scanned (where possible) with a reputable, up-to-date anti-virus software application e.g. (Comodo, AVG, Kaspersky, Norton, Avira, Bitdefender, Intego, Trend Micro).

To download Sophos Anti-virus, go to our Software Downloads page. Click on the Download Sophos Home link and follow the onscreen instructions.

If you are unable to reset your password, please contact student IT support: student-it-support@lsbu.ac.uk or 020 7815 6678