IT service issues

IT service issues

Network Maintenance

As a part of a multi-million pound investment, SHU is updating the University's IT Network. We are planning the work in the following buildings in the coming months:

  • Cantor building

Update 12/01/2024

DTS Network maintenance on the wireless service continues. Over the coming days and weeks, the team will continue work to move all wireless services on to a new generation of central controllers.

  1. On Saturday 13th Jan to Sunday 14th January, the Cantor Building will be migrated to the new infrastructure and therefore will be CLOSED to students and staff for both days.


Guidance for Service Users

For some users, when moving between buildings, there is a small risk that their mobile devices may force them to re-authenticate onto the Wi-Fi service.

However, should some mobile devices exhibit further issues, our advice is to; force the device to forget the WiFi network service, and then reconnect.



Proposed maintenance window

DTS proposed date

DTS proposed reserve window


December – January

Tuesday 19th December


WhatsApp Malicious Attack Scam


WhatsApp is currently being targeted by malicious attackers using a scam that can look like messages from friends, colleagues, and other trusted sources. Be aware that Individuals are sending out a phishing scam to obtain control over your WhatsApp account and spread to all your contacts.

There is a phishing attach which includes a link, however if you click on the link be aware that you will be sent a verification code to sign in. You should never share your WhatsApp or SMS verification code with others, including friends, family or work colleagues. If you know of someone that has fallen for this kind of scam, has lost access to their WhatsApp account, the instructions below can help them to recover access to the account.

Delete WhatsApp from the mobile phone and reinstall it, then sign into WhatsApp with the mobile phone number and verify phone this by entering the 6-digit code received via SMS, note this may be done automatically by the application. Once the 6-digit code is entered, the attacker's device using the account is automatically logged out.

Once the account is retrieved, WhatsApp may ask for a two-step verification code. If this code is not known, the attacker may have enabled two-step verification while they were in control. It will take seven days before the account can be signed into without the two-step verification code. Regardless of whether the verification code is known or not, the attacker will have been logged out of the account as soon as the new 6 digit code was entered when WhatsApp was reinstalled.

If none of this works then the individual will have most likely have enabled additional security in addition to changing the associated phone number and access your account will no longer be possible. In this case, the owners of the account will need to get in contact with WhatsApp support about attempting to regain access to the account, as there is no further help we can provide. For WhatsApp support, the account owner should use and enter the phone number originally registered to the account explaining the issue in the message box provided. If all else fails, then the account owner may have to request an account deletion and to start over with a new account

If the account owner is successful in regaining access to the account then we recommend securing it account further. To do this click on settings in the bottom right hand corner (the gear icon in the bottom right). From there click on Account -> Two Step Verification - Setup a memorable, secure pin (i.e. not 123456 or other easy to guess codes)

Next, go back to the settings page, click on Privacy -> Scroll down to screen lock -> Enable. This will enable facial recognition which will be required to open the WhatsApp application.

Advice for students with IT software issue

If you experience problems with Sheffield Hallam software, please contact the IT Service Desk at the time of the issue (wherever possible).

The best route to use is chat as this will allow a member of the Service Desk to remote control to the PC in use and:

  1. Attempt to resolve the issue
  2. If this isn’t possible, capture important information to allow DTS to investigate further

Investigating the issue is much more difficult when reported later on.

Any urgent queries can be directed to the Service Desk by phone on 0114 225 3333 or online chat at For anything else, please visit our portal at  If reporting software issues via the portal please include the following information:

  • date & time
  • building & room
  • workstation name (available from the PC icon at the top left of the desktop) or if it issue was on a personal device
  • name of software
  • description of the fault or issue