IT ServicesStudents

Returners

General FAQs

Why has email moved to Office 365 Outlook?

Your email has moved from Gmail to Office 365 Outlook to provide you with an upgraded experience including a better interface and better offline access. Your new Office 365 Outlook email account will compliment your OneDrive and Office Online services.

Visit office365.lboro.ac.uk for access to your new emails.

Has my Loughborough email address changed?

No, your Loughborough student email address itself has not changed, however, as part of this change the underlying Google account will be withdrawn and your emails will be moved to your new Outlook account.

My emails have moved, will my contacts and calendars be moved too?

Contacts and calendars in your Gmail account will not be moved for you. You will need to back up and copy your contacts and calendars into your Office 365 Outlook to ensure you don't lose any personal entries. 

When you carry out a full Google Takeout Backup, your calendars will be backed up on your device. Once this has been completed, follow the instructions to import your calendars into Outlook. 

For contacts, please follow these instructions to backup contacts from Google and import them into Outlook.

What changes are coming in December?

All remaining Google services will be removed on 1st December 2017. In preparation, we strongly advise that you start backing up all Google files, documents and downloads you wish to retain for future use. For a full backup of your Google data, please click here.

I get the error "You do not have access to Email" when accessing Gmail

When attempting to access emails on Google, it will result in the error messsage "We are sorry, but you do not have access to Email. Please contact your domain administrator for access." 

This is because all your emails have migrated to Office 365 Outlook, and access to Gmail has been disabled.

However, up until December 1st, you can still use other Google services: Drive, Calendars, Takeout etc. Simply visit the other Google services directly from your browser, rather than going through Gmail. 

Can I still keep my stuff on Google?

No. Your data in any Google services will not be accessible from December 1st, 2017. Please ensure you backup all data related to Google services to a suitable storage source.

What steps do I need to take?

  • ALL students who used Google with their Loughborough credentials should back up Google data. You can then import that data if desired into calendar and OneDrive
  • Any students who stored contacts in their Loughborough Google account should also follow the instructions to backup and import contacts
  • Anyone who has been given access to other people's files / folders should follow the specific instructions to backup and import data SHARED WITH YOU

More information here.

What happens if I have downloaded pay-for content from Google Play?

If you have done this with your personal Google Account, then there is nothing to worry about, please carry on as normal. If you believe that you have used your Loughborough account, please visit the PC Clinic for advice. Google cannot migrate paid-for content from one account to another, but you can keep your account on your handset with no synchronisation services. This may prevent you moving the content to a new handset or receiving updates.

Mobile Phone FAQs

How is my phone affected by these changes?

If your phone has the mail settings to "fetch" (either push is off or no update from the server is received) then the phone will keeping trying to fetch the data on the schedule you have set. If the schedule is short (15mins) then the battery will be drained quickly. This also affects data usage if you are using mobile data to make the connection. This continues until the account is removed from the phone or the settings are changed.

What if I remove my Gmail account from my phone?

If you delete your account this will remove all mail, contacts and calendar data from your phone. They will however be stored on your Google Applications account which you can access via a web browser on a Desktop or Laptop computer.

How can I tell where my Apple phone synchronises its data?

Go to the settings, mail, accounts menu. The different accounts listed will be available for synchronisation, you can select each in turn and select which services you want to allow to synchronise: Mail, Contacts, Calendars, or Notes.

How can I tell where my Android phone synchronises its data?

Go to the settings, accounts, google menu. The different accounts listed will be available for synchronisation, you can select each in turn and select which services you want to allow to synchronise: Calendar, Chrome, Contacts, Docs, Drive etc

Contacts and Calendars FAQs

Can I Do The Transfer Process On My Mobile Device?

We recommend that you perform all backups on a laptop or desktop comuter rather than on your mobile device. This is due to potential data size and required storage space.

As long as you have your University login credentials you can use any campus computer or your own machine. It is important to save your data to a storage device of your choosing and keep it safe.

Will These Changes Affect My Personal Google Account?

No. None of the changes affecting your Loughborough University Google account will impact your personal Google account(s).

Will I be able to import my Loughborough Timetable into Outlook Calendar?

Unfortunately, you will not be able to import/access your Loughborough Timetable through Outlook Calendar, unless you add the details yourself. However, the new myLboro app will allow you to easily access your Timetable on your phones, and we encourage you to download it as it has a number of additional benefits as well. 

The app is currently available in the Apple App Store and Google Play store. 

Using Google Takeout FAQs

Can I Do This Backup Process On My Mobile Device?

We recommend that you perform all backups on a laptop or desktop computer rather than on your mobile device. This is due to potential data size and required storage space.

As long as you have your University login credentials you can use any campus computer or your own machine. It is important to save your data to a storage device of your choosing and keep it safe.

The creation of Google Takeout is taking a very long time, cannot be downloaded or is too big?

If you have a large number of files on your Google Drive or via Google Photos, it is strongly recommended that you safely back up these files first, once they are confirmed safe, delete them from your Google account and then complete a Google Takeout.

Need more help?

How Can I Get Help?

You can get help and support for your devices by email, by phone or in person.

The IT Services Website provides helpful information and guidance and is the best place to start.

The PC Clinic, in the library, is available to provide 1-2-1 support for issues with your devices.

IT Services Help Desk can be contacted at IT.Services@lboro.ac.uk or by phone on 01509-222333

Drop-in Sessions are being run between NOW and November to help you with the Google backup process. More information can be found here.

When Is Help Available?

The IT Service Desk is open Monday to Friday from 08:30 a.m. to 5:00 p.m.

During term time, the PC Clinic is open Monday to Friday from 10:00 a.m. to 6:00 p.m. On weekends it is open from 12:00 noon to 2:00 p.m. both Saturday and Sunday.