Accessibility statement

IT Services over the Christmas period

Posted on 1 December 2021

Before you begin your well-earned break, here’s what you need to know about IT Services over the Christmas period - plus some things to remember to do before you go!

Our support availability

We will be providing support until 4pm on Friday 24 December:

13 - 22 December: Support available via itsupport@york.ac.uk and +44 (0)1904 323838.

Except Wednesday 15 December, 2-5pm, when IT Support will be closed for a staff away afternoon. The email queue will be monitored for IT emergencies, but anything non-urgent will be responded to the following day.

23 - 24 December (4pm): Email support only via itsupport@york.ac.uk. If you can’t access your University of York account you can email or leave a voicemail message at +44 (0)1904 323838 and we’ll call you back.

24 December (4pm) - 4 January 2022 (9am): IT Support will be closed. Any emails sent to itsupport@york.ac.uk will be responded to when we reopen in the new year.

We will be monitoring services remotely and will deal with any IT emergencies (widespread issues affecting significant numbers of people). In the event of an emergency, we will provide information via our Twitter account. You can also check our service status page.

If you think your machine has been attacked or other activity of concern is taking place, email cert@york.ac.uk. This email address must only be used for IT security emergencies.

We will top-up all the York Print Plus printers in the Library before we close.

All other IT facilities should be available as usual outside normal hours, but access to the IT classrooms will be subject to college opening hours.

We will return to normal service from 9am on Tuesday 4 January 2022. Our response times may be slower than usual while we work through the queries sent to us during the break.

Things to do before you go

There’s a few things we’d recommend you check before you start your break, in case you do need to use your IT account for anything.

University password

If you’ve received an email telling you that your University password will expire over the Christmas break, we’d recommend that you change your password now so that you don’t get locked out of your account.

If your password has expired recently, then you can log in to the Identity Manager and you’ll be prompted to change it. Once you’ve changed it, you’ll be able to access the rest of your account again.

Two-factor authentication

Check that your two-factor authentication (2FA) is working correctly.

For Duo 2FA, make sure your registered phone number is up-to-date by logging in to the Duo SelfService Console. This will allow you to receive passcodes by text message if you have issues using the Duo Mobile app.

For Google 2FA, we recommend that you generate a set of backup codes so that you can use these if you have problems logging in to your account. Keep these backup codes in a safe place.

Further information and troubleshooting guidance on 2FA can be found on our website:

Security questions

Log in to the Identity Manager and update your security questions.

You can use your security questions to reset your password if you forget it.

University managed laptops

If you plan to use a University managed laptop over the break, make sure you can log in to it successfully.

Help save energy

Please remember to switch off your computer, and other equipment like monitors and docking stations, if you know that you won't be using it (including accessing it via Remote Desktop).

We wish you all a very Merry Christmas and a Happy New Year!