Frequently Asked Questions

Please remember these important tips when browsing on public computers:

• Use a private browsing mode. Depending on the browser, these can be called different things. Here are a few examples:
  – Internet Explorer = InPrivate mode
  – Chrome = Incognito mode
  – Firefox = Private Window

• Always remember to log off from applications

• Remember to close the browser after logging out

• If you’re working from a Lab computer log out from the computer

• Choose strong passwords and never share them with anyone

Warning – If you’re not browsing safely other people may be able to access your information.

Spam is unsolicited commercial email. The most common types of spam concern prescription drugs, enhanced body parts, get rich quick schemes, financial services, easy qualifications etc.

In Office 365, spam messages are placed in a quarantine folder. Individuals will receive a spam notification email that contains a list of all quarantined messages received. After receiving a notification message, you can click to move the spam email to your inbox, or report the spam email as Not Junk, in which case it will be sent to the Microsoft Spam Analysis Team.

To access quarantined emails in Office 365

1. Navigate to: https://login-au.mimecast.com/m/portal/app/#/advanced/personal-on-hold

2. Enter your La Trobe email e.g. StudentID@students.latrobe.edu.au

3. After entering your username you will be redirected to a La Trobe branded page.

4. Enter your La Trobe account password and click 'Sign in'.

5. Once signed in, you will see a list of any quarantined emails.

To release a quarantined email

1. Double-click the quarantined email.

   • Click 'Release' to release the email to your inbox.

   • Click 'Release message' and report as false positive to release the email and report it to the spam engine as a false positive (not spam).

If you have clicked on a link in a spam/phishing email or you have been duped into providing your username and password causing your account to be compromised, you must complete all the following steps to ensure the security and privacy of your emails both sent and received. Often the scammers setup rules to auto-forward your email to their accounts, meaning private emails meant for you are exposed.

Note: Before following these steps you should have already had your account re-enabled by Student IT Support and changed your password to a new one making sure it is very different to the compromised password. Please contact Student IT Support if you have NOT done this.

• Only use trusted computers with antivirus and firewall software to access La Trobe University email.

• Any other credentials you have used on the compromised computer (i.e. online mail or banking credentials) are also likely to have been compromised and should be changed ASAP.

• Do not use the compromised username and password combination again.

• Check any email applications and the web version of email:
  

  1. Navigate to outlook.office.com

  2. Log in using your La Trobe account user name and password.

  3. Click on Settings (gear-wheel icon).

  4. Click on Mail.

  5. Under Automatic Processing click on Automatic Replies.

  6. Ensure no unauthorised automatic replies have been setup.

  7. Click on Inbox and Sweep Rules.

  8. Ensure no unauthorised rules have been setup.

  9. Under Accounts click on Block or Allow.

  10. Ensure no unauthorised blocks have been added.

  11. Click on Connected Accounts.

  12. Ensure no unauthorised account have been added, with settings to forward all your email.

  13. Click on Forwarding.

  14. Under Layout click on Email Signature.

  15. Ensure no unauthorised signatures exist, and that your own signature has not been edited.

• If you only use webmail - no further action is required

• If you also use an email application on any computer or mobile device - check your settings, automatic replies, rules, accounts, forwarding, signatures

Offshore students: please make sure your contact details are up to date (including country and area code) as you may receive a phone call before your account is reactivated.

If you know your current password and want to change it, head to our Student IT reset password page to find out how to do this.

If you don't know your current password or have forgotten it, you'll need to contact Student IT Support in one of these ways to reset it:

• Call us on 1300 528 762 and choose option 3

• ASK a question online

• Visit a Help Zone or Student IT Support desk in person at the Melbourne or Bendigo campus:

  • Melbourne (Bundoora) campus - join the Student IT Support queue at the Borchardt Library via our digital queue, Qless, by texting Melbourne IT to 0448 790 980.

  • Bendigo campus - join the Student IT Support queue for the Heyward Library via our digital queue, Qless, by texting Bendigo IT to 0448 790 980.

Once your password has been reset, make sure you register for the online password reset tool to be able to reset it more easily in the future.

It's very important that you only use your La Trobe student email address when communicating with the University. University policy states that La Trobe email is the official medium for correspondence with you, our students.

We send all your important notifications to your student email address, including information on:

• fees and your Statement of Account

• updates on the university systems (e.g. when StudentOnLine is down for maintenance)

• results

• graduation invitations

An email sent from your personal email address to academics or administrative staff, including ASK La Trobe, may not be answered due to privacy and confidentiality issues. Non-La Trobe emails are sometimes blocked by our network security systems.

Login to your La Trobe email anytime.

We suggest that you save all of your documents into your student OneDrive. Your student OneDrive is a secure space on the internet hosted by Microsoft as a part of your Office 365 student email account. You can access your files on OneDrive at office365.latrobe.edu.au.

We also reccomend that you keep a backup of these files on a personal USB.

Do not store files on drive D:\. (or anywhere on a campus computer) These are the internal hard drives of the workstation and they are frequently wiped and re-formatted.

For help connecting to the Eduroam wifi network visit: latrobe.edu.au/students/support/it/connecting/eduroam

The eduroam page helps you to connect to the right wireless network and provides you with:

• how to guides

• video tutorials

• set-up of a default network (automatic configuration)

• guest access information (if you don't have a guest username and password contact the La Trobe staff you are visiting).