UniSA Account Password

Students

• Students can reset their password using their external email or SMS.
• If you haven’t set your external recovery options or are unable to use the forgotten password app please call the IT Help Desk on +61 8 8302 5000.
  NOTE: For security reasons you will be asked personal information to verify your identity, therefore email requests for password changes cannot be processed.
• If the IT Help Desk staff cannot confidently verify your identity you may be asked to attend a Campus Central/Security office with appropriate identification.

Staff

• Staff who require a password reset need to telephone the IT Help Desk during their standard operating hours (+61 8 8302 5000).
  NOTE: For security reasons you will be asked personal information to verify your identity, therefore email requests for password changes can not be processed.
• If the IT Help Desk staff can not confidently verify your identity you may be asked to attend a Campus Central/Security office with appropriate identification.

Once you have changed your password ALL UniSA servers must be updated accordingly. Therefore, when you change your password you will need to wait 20 - 30 min before using your account again.

Some software and apps store login details in order for you to be able to use them. In these instances, you will either need to uninstall/re-install or edit the details within the settings of each software/app. The following are common ones you will need to check:

• Mail app on mobile devices.
• Wifi networks on mobile devices, both eduroam and UniSA.
  NOTE: You will have to tell your device to forget/delete the network and then refresh to find it again.
• Office365 and OneDrive.
• Browsers which you have selected to remember your password for UniSA systems.
  NOTE: This could be Firefox, IE11, Edge, Chrome, Safari etc. You will need to delete cache/passwords of the browser.
• Keychain on macOS.
  NOTE: IT Help Desk recommends you delete any UniSA sites listed and re-establish as you return to the different sites.

1. Open Keychain
2. Click Go
3. Click Utilities
4. Click Keychain Access
5. Click login top left
6. Click Password bottom left
7. Locate UniSA in available options
8. Right click UniSA
   
9. Click Delete “UniSA”
   NOTE: UniSA may be listed a number of times, so you will need to repeat steps 7 - 9 for all references to UniSA.
10. Click Delete

After you have changed your password, the first time you go to UniSA sites etc you will be prompted for your new password.
Once you have entered it that particular site etc will remember your new password and save it again in Keychain.

For security reasons, UniSA user accounts will lock after the password is entered incorrectly 3 times. Common reasons for this are:

• An unsolicited person is trying to use your account.
  NOTE: This can happen for 2 - 3 days after your account was compromised.
• You did not wait the recommended time before using your account again after changing your password.
• You changed your password while on campus and a mobile device is trying to connect to the Wifi with your old password.
• Software or app has stored your login details and you will need to manually update them.

If your account becomes locked you will need to call the IT Help Desk on (08) 8302 5000 to have this unlocked.
NOTE: For security reasons, the IT Help Desk will only unlock accounts over the phone while speaking to the account holder. They will not do this via email or any other methods of written communication.

LearnOnline is just one of the services where your password needs to update when your password is changed.

If you receive a single sign-on error, this is normally a result of either:

• You have not waited the recommended timeframe before using your account after a password change.
• Your web browser is remembering the old password
  NOTE: See options 3 and 4 below.

To overcome this:

1. Wait 20 - 30 min and the system will automatically unlock your learnOnline account.
2. Go to your UniSA email and there will be an email from learnOnline UniSA advising your account has been locked and a link you can click to unlock it.
3. Try a different browser.
   NOTE: This will help determine if a browser or account issue.
4. Delete the cache of your browser, close all sessions and try again.
   NOTE: The IT Help Desk recommends logging into the portal (either Staff or Student) first, locating a course site and clicking on the link.

NOTE: UniSA cannot be held accountable for loss of personal mobile devices while on campus. If you have lost, misplaced or had your mobile device stolen while on a UniSA campus you need to contact Campus Security and reset your UniSA password IMMEDIATELY.

UniSA recommends that you make sure you know where your tablet, phone, notebook, or laptop is at all times and that you avoid leaving them unattended unless locked away in a secure drawer or cupboard.

You should also protect the device using encryption and/or passwords.

You should take similar steps to ensure you do not leave portable storage devices such as USBs and external hard drives unattended, and it should be noted that storage devices can also be protected via encryption and passwords.

If someone gets hold of your mobile device, or storage device they may have access to all of your information and plenty of time to access it.  Unauthorised access of information and data theft are the main threats due to lost mobile devices and lost storage devices.
Please ensure you follow these guidelines to prevent confidential information being disclosed to an unauthorised person:

• If you have a UniSA laptop or table PC in your office always remember to lock the room, even if you only leave for a few minutes.
• Avoid storing any confidential data on portable storage devices.
• Set access codes, and always use strong passwords/codes.

The UniSA Information Security Policy (PDF) requires staff to use encryption or equally strong measures on sensitive data stored in mobile or portable computing devices, and confidential data must not be downloaded to mobile computing or storage devices unless approval has been obtained from the relevant data owner.

Single sign-on (SSO) is an authentication process that allows a user to access multiple applications with one set of login credentials. SSO is a common procedure in enterprises, where a client accesses multiple resources connected to a local area network (LAN).