Student Frequently Asked Question (FAQ)
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| Question | Answer |
|---|---|
| I don’t have an account to log in to the computer on campus. | Please make sure you have completed the Monash IT Account activation at Monash Account Registration Services. Once you have obtained the username and password, please go to Getting your Network Account |
| I’m unable to register. The error “sorry an error has occurred your details must match the one on your course application”. | Please check whether you have entered the correct Family Name (Surname), Given Name and Monash ID, or VTAC ID number or you may contact the Service Desk for assistance. |
| I have completed the Monash IT Account registration, but I have not received the email for the username and password. | Please check your nominated email in the SPAM folder or contact the Service Desk for further assistance. |
| I forgot my password. | Monash IT Account - Go to this link https://identity.monash.edu/sspr to reset your password. Please ensure you have registered yourself for Self Service Password Reset. Network Account - Go to this link https://mumsspr.monash.edu.my and click forgot password. |
| I couldn’t change my password. | Please refer to Password Information. |
| Will I be receiving my student email and what collaboration tools will I get to use? | Yes, you will be given a student email. We are using Google mail. Google is the email and collaboration tools service provider to Monash University. Click here for more info. |
| Completed course but unable to access library database? | Once your course of study is marked as complete in our systems, you will lose access to online library resources as well as the ability to borrow physical resources. This policy applies to all students, including PhD students who have submitted their theses. If you have submitted a thesis and need to make revisions, please speak with your faculty to have your enrollment status updated in order to regain library access. |
| How do I use printing services on campus? | Print services consist of printing, copying and scanning in a single Multi-Functional Device (MFD), which supports user mobility and protects personal information. Click here for more info |
| What are BYOD guidelines? | If you’re beginning your studies at Monash, you’ll need access to a laptop that meets our recommended minimum specifications. This will ensure you can fully participate in your studies, allowing you to live-stream lectures, use a range of free, specialist software on your own device (through MoVE), and more. Click here to view the recommended minimum laptop specifications. |
| What learning software is available for my BYOD? | We have a list of software for installation on students' personal devices. Click here to view the list/catalog. |
| What is MoVE? | MoVE (Monash Virtual Environment) is a new way for students and staff to access the specialized software and applications they need, anywhere and anytime. Click here for more info. |
Staff Frequently Asked Question (FAQ)
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| Question | Answer |
|---|---|
| How do I reset my Monash IT (email) password? | If you ever forget your password, you can reset it yourself using the self-service password reset facility. Register your mobile number at this link https://identity.monash.edu. The system will send you a one-time code via short message services (SMS) to help you reset your password. |
| How do I reset my Network password? | You may reset your network password at this link https://mumsspr.monash.edu.my. Please take note that your Network password expires every six months which can be renewed at the same link. |
| I have changed my mobile phone, how do I reset MFA (Okta Verify / Google Authenticator)? | To ensure you have continuous access to your Monash account, you'll need to set up Okta Verify / Google Authenticator on your new phone. It's easier if you have both your new and old phone. If you don't have your old device and find you're locked out of your Monash account, you can use this self-service MFA reset tool link https://identity.monash.edu/mfa-reset to get back into your account. Click here for more information on MFA at Monash. |
| I have a problem with my Monash laptop. How do I log this to the IT team? | Please log a ticket at IT Service Request Portal by submitting the Fault Report form. |
| How to install software on Monash devices? | In the search field of the Windows taskbar (at the bottom of your screen), type Software Center. Open the Software Center and select the application you'd like to install (you can use the search function for quick results). Click Install. Should you find the software needed is not on the list, please submit a Software Installation form at our IT Service Request Portal to request installation. |
| Is there any free software provided for personal devices? | Yes, the campus provides free software for staff personal devices. Click this Software Catalog for the installation on the staff’s BYOD. *Bring Your Own Device (BYOD) |
MoVA has answers to most common questions. If it can't find an answer, it can connect you with a real person using our messaging service.
