WELCOME TO THE ICT SUPPORT SECTION
Below you will find a list of guides that will help you access the College systems as well as information on who you would contact for further support. These guides are also available as a downloadable PDF which contains images to assist you.
IT Support and the self-service portal
If you are experiencing IT issues, click the following link for the service desk and log in with your college login details: https://servicedesk.ayrshire.ac.uk/
The link will take you to the Self-Service Portal, where you can view articles to resolve IT issues you are experiencing, raise a ticket to contact the correct department to resolve your IT issue by selecting 'Raise an Incident', view any outage or planned maintenance and view the progress of previous tickets you have raised.
Click the following link to view the Self-Service Portal User Guide
LRC Support Contacts
Chromebook FAQ
To help students who have received a Chromebook from the digital support group, please click the following link to view our Frequently asked questions on Chromebooks document.
Eduroam FAQ
FOR INDIVIDUALS LOOKING FOR INFORMATION REGAURDING EDUROAM, PLEASE CLICK THE FOLLOWING LINK TO VIEW EDUROAM INFORMATION.
ICT Guides
| ICT GUIDES | What's in the guide |
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Logging in for the First Time (Setting up and configuring your college email account) |
Follow this guide if you have never logged in to any of the systems before. It assists you with setting up your security questions in case you forget your password and also to change your password from the default. |
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Use this guide if you need to change your password. Please note You need to change your password every 90 days. If you are still having issues after following the guide, please contact ICT support for assistance. |
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Follow this guide if you have forgotten your password and need to reset it. If you are still having issues resetting your password after following the guide, please contact ICT support. |
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If you have not already done so this guide assists you with setting up your security questions. Setting up your security questions will allow you to reset your password if you have forgotten it. If you are still having issues setting up your security questions after following the guide, please contact ICT support. |
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Citrix Desktop allows you to access your College software from home. If you are still having issues after following the guide, please contact ICT support for assistance. |
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Step by step instructions for accessing your College emails. If you are still having issues after following the guide, please contact ICT support for assistance |
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Your OneDrive is storage attached to your college email address. You can save to it and access work saved to it from any computer, at home or in college. Office 365 gives you access to Microsoft apps like Word & PowerPoint online. If you are unable to access OneDrive/Office 365 after following the guide please contact ICT support for assistance. If you need assistance in using OneDrive or Office 365 after logging in please contact the LRC. |
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Every student or member of staff can download Microsoft Office for free on up to 5 of your own devices. If you are needing assistance with this, please contact the LRC. |
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Provides information on how to access the College Wi-Fi when on campus. |
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Step by step instructions for accessing myLearning. If you are still having issues after following the guide, please contact digitalintegration@ayrshire.ac.uk for assistance |
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Some of the most commonly asked questions on myLearning answered. If you are still having issues, please contact digitalintegration@ayrshire.ac.uk for assistance |
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A guide to help students who would like to change their profile picture on Office 365. |
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The link will take you to the Self-Service Portal, where you can view articles to resolve IT issues you are experiencing, raise a ticket to contact the correct department to resolve your IT issue by selecting 'Raise an Incident', view any outage or planned maintenance and view the progress of previous tickets you have raised. |
Logging in for the First Time
Setting up and configuring your college email account
This guide will direct you through setting up and logging into your college account for the first time, including, setting security questions, multi-factor authentication and how to change your password.
Sign in to the college account
Step 1: Open an internet browser, such as Chrome or Edge.
Step 2: Go to www.office.com and select Sign In.
Step 3: Enter your college email address which is your student number followed by @ayrshire.ac.uk, then select Next.
Step 4: Enter your current password, then select Sign in.
Step 5: On the next screen select Next to start setting up security questions on your account. You will also see the option Ask later (14 Days until this is required), this allows you to skip the set-up initially, but this will be required to be done within the next 14 days.
Setting up account security (MFA and Security Questions)
Multi-Factor Authentication
You have two options to complete the set-up either using a mobile app (option 1) which sends a notification to approve or text message service (option 2) which sends a code via text message to your mobile which you then need to enter on the device to gain access.
If using the mobile app option navigate to your device's app store/marketplace, search for and install the Microsoft Authenticator app or click here to scan the QR code for the app.
Follow the instructions below to complete the set-up.
You will be prompted with the screen below to start MFA on your account.
Select Next to start Authenticator App set up (Option1) or select I want to set up a different method for text service (Option2).
Option 1 using Microsoft Authenticator App
Step 1: If not done already, please download the Microsoft Authenticator app.
Step 2: Select Next to start the process.
Step 3: Select Next to start adding the account to the app.
Step 4: Open the Microsoft Authenticator app on your phone.
Step 5: Tap the +
Step 6: Select Work or school account.
Step 7: Select Scan QR code and use your phone to scan the QR square that is on your computer screen.
Step 8: Switch back to your computer and select Next and follow the on-screen instructions.
Step 9: Your mobile phone will show a notification to test the app.
Step 10: Open the Authenticator notification on your mobile device
Step 11: Enter the number shown on the screen into the Authenticator App then select Yes.
Step 12: Select Next.
Step 13: Select Done to complete set-up.
Option 2 using Text Service
Step 1: Select I want to set up a different method from the bottom corner of the initial method screen.
Step 2: Choose Phone from the drop-down box.
Step 3: Select UK and enter your mobile phone number and select Text me a code then selected Next.
Step 4: Enter the verification code from your text.
Step 5: Once the code is entered select Next.
Step 6: Test verified, select Next and Done on the success screen to complete phone registration.
You will now see the option below the next time you have to approve a sign-in request.
Security Questions
Step 1: You must choose and answer 5 questions. Click on the down arrow in the question box and choose the question you want to answer from the list that appears. Type your answer into the box. Your answers must be more than 3 letters long and they cannot be the same. Once you have answered 5 questions, select Done.
Step 2: Account security is now completed select Done.
Important! Take note of your security questions & answers and keep this somewhere secure (we suggest on your phone). You will need these if you ever need to reset your password.
Step 1: You must choose and answer 5 questions. Click on the down arrow in the question box and choose the question you want to answer from the list that appears. Type your answer into the box. Your answers must be more than 3 letters long and they cannot be the same. Once you have answered 5 questions, select Done.
Step 2: Account security is now completed select Done.
Important! Take note of your security questions & answers and keep this somewhere secure (we suggest on your phone). You will need these if you ever need to reset your password.
Changing Your Password
Your password is valid for 365 days, but you can change your password at any time if you’re worried that someone else might know it.
You can only follow the instructions in this guide if you know what your password is. If you have forgotten your password, or if it’s not working, please follow the instructions in our Reset Your Password guide.
Step 1: Open an internet browser, such as Chrome or Edge.
Step 2: In the browser window type https://passwordmanager.ayrshire.ac.uk/ into the address bar at the top of the page. Press the enter key.
Step 3: Click on Change Password
Step 4: Enter your college email address. This is your student number, followed by @ayrshire.ac.uk, for example: A0012345@ayrshire.ac.uk. Click Next.
Step 5: Type in your current password. Click Sign in
Step 6: Enter your current password into the Old password box.
Enter a new, different password into the Create new password box. This must:
- Minimum 16 characters
- Must include 1 capital letter, 1 symbol and 1 number
- Cannot include your own name or date of birth
- It can’t be the same as a password you have used before
Type your new password in again to the Confirm new password box. Click Submit
The password you have set is now your password to log in to college emails, My Learning (Moodle), online resources and a computer in the college.
Reset Your Password
You can reset your password if you have forgotten it or if your password isn’t working.
Step 1: Open an internet browser, such as Chrome or Edge.
Step 2: In the browser window type https://passwordmanager.ayrshire.ac.uk/ into the address bar at the top of the page. Press the enter key.
Step 3: Click on Reset Password
Step 4: Enter your college email address in the User ID box.
This is your student number, followed by @ayrshire.ac.uk, for example: A0012345@ayrshire.ac.uk. Type the letters and numbers you see in the image into the box. Click Next. You can use the speaker icon to listen to the letters. You can click on the refresh icon to get a new set of letters and numbers.
Step 5: You will be asked to answer 3 of the security questions you have already set up. Type you answers into the boxes. Click Next. If you have not set up security questions, or if you can’t remember the answers to the questions, you can return to the Password Manager portal and click on the Setup security questions button.
Step 6: Type a new password in to the Enter new password box.
Your password must:
- Minimum 16 characters
- Must include 1 capital letter, 1 symbol and 1 number
- Cannot include your own name or date of birth
- It can’t be the same as a password you have used before
Type your new password again into the Confirm new password box. Click Finish
You can now use your new password to log in.
Setup Security Questions
We suggest that you set up security questions for your college account as soon as possible. Doing this means that you can reset your password if you forget it.
Step 1: Open an internet browser, such as Chrome or Edge.
Step 2: In the browser window type https://passwordmanager.ayrshire.ac.uk/ into the address bar at the top of the page. Press the enter key.
Step 3: Click on Setup security questions
Step 4: Enter your college email address. This is your student number, followed by @ayrshire.ac.uk, for example: A0012345@ayrshire.ac.uk. Click Next.
Step 5: Type in your current password. Click Sign in
Step 6: If you have not set up your security questions, click to Set them up now. If you have set up security questions before but want to change them, click to Change
Step 7: Click on the down arrow in the question box and choose the question you want to answer from the list that appears. Type your answer into the box. You must choose and answer 5 questions. Your answers must be more than 3 letters long and they cannot be the same. Once you have answered 5 questions, click Save answers. On the next screen click the Finish button.
Important! Take a note of your security questions & answers and keep this somewhere secure (we suggest on your phone). You will need these if you ever need to reset your password.
Accessing Citrix Desktop
You can log in to your college desktop from your own computer to access all the software and files you normally access on a college computer.
Logging in to Citrix
Step 1: Open an internet browser, such as Chrome or Edge. Do not use Internet Explorer!
Step 2: In the browser window type https://storefront.ayrshire.ac.uk into the address bar at the top of the page. Press the enter key.
Step 3: Type your student number in the top box, and the same password you use to access your college email or My Learning (Moodle) in the bottom box. Click Log On
Step 4: On the next screen, click to Use light version
If you can’t see this option please go to the Troubleshooting section of this guide!
Step 5: Click on your desktop button to open it.
Open Desktop in Fullscreen
To make it easier to work on, you can maximise the desktop window so that it is all you can see on the screen.
Step 1: Click on the semi-circular icon in middle of the top of the screen.
Step 2: From the buttons that appear, click on the 4-headed arrow icon
Press the Escape (Esc) key on your keyboard at any time to return to your own computer screen.
Troubleshooting
If the option to Use light version is not available:
Step 1: Click on the cog icon in the top-right corner of the screen. From the menu that appears, click on Account Settings
Step 2: Click to Change Citrix Receiver (the last option on the page)
Step 3: You will then have the option to choose Use light version
You can return Step 5 to open your Citrix desktop.
Accessing College Email
Go to Microsoft Office Site
Step 1: Open an internet browser, such as Chrome or Edge.
Step 2: In the browser window type www.office.com into the address bar at the top of the page. Press the enter key. A log in page will open.
Log in to College Email
Step 1: On the log in page, type your college email address. This is your student number followed by @ayrshire.ac.uk, for example: A0123456@ayrshire.ac.uk. Click Sign in or Next
Step 2: On the next page, type your password. Click Sign in. If you aren’t sure what your password is, please follow our Changing Your Password or Reset Your Password guides to find out how to create or reset your password.
Step 3: To open your email, click on the Outlook icon. Your email inbox will now open.
Accessing OneDrive & Office 365
Your OneDrive is storage attached to your college email address. You can save to it and access work saved to it from any computer, at home or in college.
You can also access online versions of the Microsoft Office applications, like Word, PowerPoint or Teams. These online applications are called Office 365.
Go to Microsoft Office Site
Step 1:Open an internet browser, such as Chrome or Edge.
Step 2: In the browser window type www.office.com into the address bar at the top of the page. Press the enter key. A log in page will open.
Log in to Microsoft Office
Step 1: On the log in page, type your college email address. This is your student number followed by @ayrshire.ac.uk, for example: A0123456@ayrshire.ac.uk. Click Sign In or Next
Step 2: On the next page, type your password. Click Sign in
If you aren’t sure what your password is, please follow our Logging in for the first time or Reset Your Password guide
Step 3: Click on the OneDrive icon. You will also see the other Office apps here like Word, PowerPoint and Excel. Just click on any icon to open the application. A list of files that you have saved to your OneDrive will open. To work on one, click on the title.
Switching Apps
When you are using any of the Office 365 apps, there is a grid of dots in the top left corner of your screen.
Click on these to open a list of the other apps. You can then choose the application you need (like Word, PowerPoint or Teams) from the list that appears by clicking on it.
Save Your Work Online
When you are working online, your work is automatically being saved to the OneDrive.
We suggest that you name your document as soon as you start working on it, so that you can find it later.
To do this, click on the name of the document at the top of the page.
In the box that appears, type the name you want to give your work.
You will then be able to find it under that name by going to your OneDrive.
Help
You can find lots of useful guides on all aspects of using Office 365 on the Microsoft support website.
Watch this video to find out how to use Microsoft Word online.
How to Download Microsoft Office
Step 1:Open an internet browser, such as Chrome or Edge.
Step 2: In the browser window type www.office.com into the address bar at the top of the page. Press the enter key. A log in page will open.
Log in to Microsoft Office
Step 1: On the log in page, type your college email address. This is your student number followed by @ayrshire.ac.uk, for example: A0123456@ayrshire.ac.uk. Click Sign In or Next
Step 2: On the next page, type your password. Click Sign in.
Step 3: Click Install Office in the top right-hand side of the screen, then choose Office 365 apps.
Step 4: A pop-up box will appear. Follow the instructions on the screen.
It may take some time to download. Once the download is finished you can start any of the Office apps from the Start menu as normal.
You can install a free version of Office on up to 5 different devices.
Connect to College Wifi
Students at Ayrshire College can log in to the Eduroam wifi network.
Step 1: Choose the Eduroam network in your phone or device’s wifi settings
Step 2: Log in to the Eduroam network. Your username is your student email address. This is your student number followed by ‘@ayrshire.ac.uk’, for example: A0123456@ayrshire.ac.uk. Use the same password that you use to log in your student email.
Step 3: Click to Trust the network if you are asked to.
You must set a password by logging in to your student email account before you can connect to wifi.
Accessing myLearning
Go to myLearning Site
Step 1: Open an internet browser, such as Chrome or Edge.
Before following the steps below please ensure you have your email address and password. If you have never logged in before please follow our logging for the first time guide before proceeding.
Step 2: In the browser window type https://student.ayrshire.ac.uk/ into the address bar at the top of the page.
Press the Enter key on your keyboard. Now click on “Login using Office 365”.
A log in page will open.
Log in to myLearning
Step 1: On the log in page, type your college email address. This is your student number followed by @ayrshire.ac.uk, for example: A0123456@ayrshire.ac.uk.
Click Sign in or Next
Step 2: On the next page, type your password.
Click Sign in. If you aren’t sure what your password is, please follow our logging in for the first time or Reset Your Password guides available here to find out how to create or reset your password.
Step 3: Once you have logged in, click on ‘My Enrolment’, to access your course. If this does not work, please see your lecturer about manually enrolling you on the course.
Accessing myLearning from myAyrshire College App
Video Guide: How to access myLearning via the myAyrshire College app
myLearning FAQ
Please see below for answers to some of our most commonly asked questions on myLearning
Question: I can login to myLearning but can’t see my courses?
Answer: You may need to choose the ‘My Enrolment’ option from the menu. Or if viewing on your mobile the ‘My Enrolment’ link can be found by using the black and white arrow to open the menu and scrolling down to the key links section.
This should automatically attach you to the correct courses. If this doesn’t work, then ask your lecturer to enrol you or provide an enrolment key.
We also have a video guide that shows you the process.
Question: I am getting an error when I try to login using Office 365 that says the Office 365 account is already matched with another Moodle User
Answer: Please go to the link provided in the error message (https://student.ayrshire.ac.uk/custom/o365/loginfix.php). This will attempt to fix it.
Question: Can I login to myLearning using my non-college or school provided Office365 account or email address?
Answer: Unfortunately, access is restricted to college provided email addresses only.
Question: I have a school/work/glow office 365 email address and am having problems accessing myLearning using my College account – what should I do?
Answer: You may need to make sure you are completely logged out of your school/work/glow Office365 account first. An easy option would be to open a new private/incognito tab in your browser and then try accessing myLearning from there.
How to Change Your Profile Picture for Office 365 Account
A guide to help students who would like to change their profile picture on Office 365.
How to Change Your Profile Picture for Office 365 Account Guide