Information & documentation
FAQ: What should I do if I've forgotten my password or it doesn't work?
FAQ N3
If your password doesn't work:
- First check the password is correct for the Computing Service system you wish to use. Each account (e.g. Hermes, MCS, Raven, VPDN) should each have a different, strong, password. Note that Hermes Webmail can also be accessed using your Raven password, and that if the Computing Service has to do a forced reset (for example if your account is compromised and used to send spam), both Hermes and Raven passwords will be reset. See Leaflet IS6 Changing/Choosing Your Passwords for further advice on choosing a strong password.
- If you are following written instructions remember that certain characters such as 0 (number zero) and O (upper-case letter o), or 1 (number one) and l (lower-case letter L) can look very similar.
- The next thing to do is check that the Caps Lock is not turned on. Many systems are case sensitive and typing characters in capitals is different to typing them in lower case. The Caps Lock usually has an indicator light on the keyboard which is toggled on/off with the Caps Lock key. If that fails try to login at another machine as the keyboard itself might be faulty.
If you've forgotten your password or still can't make it work, you need to request a password reset for the account affected.
- If this is Raven, then please refer to How do I get a Raven password?
- For any Computing Service system other than Raven (Hermes, MCS, VPDN), you can use the Password reset request web form to request a new password, which will sent to you through UMS. Alternatively, you can visit User Administration, located on floor 2 of the Cockcroft Building on the New Museums Site (open 09:00-17:00 Monday-Friday, Wednesday 10:00-17:00, phone 334600) bringing identification with you. Site maps are available. Please note that it is not possible to give out passwords over the phone or send them via email.
Last updated: October 2011