Moving to norwichuni.ac.uk
As a part of the University branding strategy, IT Services are implementing a project to transition the visible domain name from nua.ac.uk to norwichuni.ac.uk. This website contains information about your account transition, including guidance on how to regain access.
Table of Contents
We'll update this page's content regularly over the coming weeks. If you have a query, please check back to view the latest guidance and FAQs. We appreciate your patience during this time of transition.
Already up-to-speed with the changes? Skip straight to Actions you must take.
- How this change impacts you
- Actions you must take
- What does my new email address look like?
- Frequently asked questions (FAQs)
- Need further support?
- Rollout phases
How this change impacts you
Your email address and University account
The primary area that this change impacts you is regarding email. In August 2023, the majority of staff and student accounts were transitioned from nua.ac.uk to norwichuni.ac.uk. This website contains all the information you need to ensure the smooth transition of your account.
You will continue to receive emails addressed to the nua.ac.uk version of your address, but your primary address (used to log into all services) and emails you send now come from the norwichuni.ac.uk version. Data associated with your University account is safe despite the transition. Your email address has changed, but the underlying account it is associated with remains the same.
Multi-factor Authentication (MFA)
As an additional security measure to help protect your University account, we have made Multi-factor Authentication (MFA) compulsory. MFA is an extra layer of security for your account, asking you to verify using a second factor, such as a code from an app on your phone. So, if someone gets hold of your password, they still won't be able to get into your University account because they need your phone.
Before you can access your account, you'll need to set up your second factor for authentication as instructed in Stage 2: Register for MFA. You will not be able to access your account until you complete the MFA setup.
Scheduled transition days
- Students: Complete*
- Staff: Complete
See Rollout phases more information.
*Excluding recent graduates and students on postgraduate courses.
Actions you must take
Some may find the content of this help site and the transition process overwhelming. Please don't worry; we've tried to keep the guidance as thorough as possible, and although it appears long, it mainly includes instructions for signing out of services and back in again. Not all steps will apply to all users - just skip past services that you don't use.
Please don't hesitate to get in touch with our support teams with any questions or issues. You can find our contact details further down the page, along with our FAQs. If at any stage you can't access your University account or emails, you can still call our helpdesks, visit us or email us from your personal email address; our support teams will be on hand to help you regain access.
To help, we've created a handy checklist (click to download) to assist in keeping track. We've also split the guidance into four stages that should be completed in order:
Stage 1 details the steps you should take before you try to regain access to your account.
Stage 2 contains instructions on regaining access to your account, after completing Stage 1.
Stages 3 and 4 include instructions on logging into applications and services and general housekeeping.
Stage 1: Preparing for the transition of your account
To help keep downtime to a minimum, we recommended that you completed the steps in this section before your transition. Don't worry if you were unavailable on the day of your transition, but do complete these steps as soon as you can post-transition and before starting Stage 2.
Click the button above to launch the guidance for Stage 1 in a new tab.
Stage 2: After the transition of your account
You can complete the steps in this section after your account has been transitioned, but not before completing Stage 1 above. For example, you may start Stage 2 when you first use your device following the transition. Those who were not available on their transition day may complete Stages 1 and then 2 together.
Click the button above to launch the guidance for Stage 2 in a new tab.
Stage 3: To regain access to applications and services
We suggest that you complete this stage once you've regained access to your account.
Click the button above to launch the guidance for Stage 3 in a new tab.
Stage 4: General housekeeping
We suggest that you complete this stage as soon as time allows.
Click the button above to launch the guidance for Stage 4 in a new tab.
What does my new email address look like?
Students
Before: joe.bloggs@student.nua.ac.uk
After: joe.bloggs@student.norwichuni.ac.uk
Staff
Before: j.bloggs@nua.ac.uk
After: j.bloggs@norwichuni.ac.uk
Frequently asked questions (FAQs)
Expand the boxes below to see the answers to our frequently asked questions.
The transition
Students can complete their steps remotely, and do not need to be on-site for the transition days. Staff with VPN-enabled devices may complete their steps remotely, but should remember to use their new @norwichuni.ac.uk address when logging into the VPN for the first time post-transition.
We recommended that you completed Stage 1 as close to the transition day as possible, e.g. at 4pm on your transition day. You could complete the sign-out process before then - e.g. your last work/study day before the transition. However, you wouldn't have received any emails from us until you signed back in post-transition. If you couldn't complete Stage 1 before your transition day, you can complete Stage 1 and then Stage 2 together on your return. Completing Stage 1 before your transition day was preferred because it makes the post-transition experience smoother.
We started the transition of your account at approximately 5pm on your transition day. We recommended completing the steps in Stage 2 the following morning after 8am. Many services sync overnight; if you tried to access services before then, you may have encountered issues logging in.
Our Student Support team are here to help you. Visit our Student Support page on the VLE for more information about our services. You can call 01603 977988 during our drop-in times or email support@norwichuni.ac.uk. We also have details on services available outside of our office hours.
Our contact details for the Student IT Helpdesk and Staff IT Helpdesk can be found in the Need further support? section on this page.
Don't worry if you weren't available on the date that your email address was transitioned. You can complete the actions required in Stage 2: After the transition of your account on your return. You must still complete Stage 1 first.
Emails
Yes! Emails sent to @nua.ac.uk / @student.nua.ac.uk will still be redirected to your inbox. There are no plans to disable this redirect.
No! Your email address has changed, but your mailbox remains intact.
Throughout the transition, all email addresses will be able to receive emails sent to both the @nua.ac.uk and @norwichuni.ac.uk versions of the address. The address visible on emails you send will depend on your scheduled transition day.
Yes, you'll still have access to shared mailboxes you were subscribed to before the transition.
We will send you an advanced warning prior to your transition day. We'll also send you a notification once your account transition is complete. However, you won't see this email until you complete the steps in Stage 2 to regain access to your account.
My account
No, the password associated with your University account/email will not change.
No - data associated with your University account will be safe throughout the transition. Your email address will change, but the account it is associated with remains the same.
MFA
MFA adds a layer of security to your online access to University resources, providing increased protection against cyber-attacks. It helps safeguard the University's vast amounts of personal data and confidential research information.
When studying or working on the trusted campus network, you will only occasionally be prompted to identify yourself using MFA. When studying or working from home or remotely, you will be prompted to identify yourself using MFA every time you sign in.
Technical FAQs
Some users had to clear their browsing history after their email address was transitioned. Use the links below to find out how to do so in your browser.
After the transition, some users reported that despite signing out of a Microsoft application and signing back in with their norwichuni.ac.uk address, the application still showed them as signed in with their old nua.ac.uk address. We find that as long as the application is working as expected and you have completed the steps as described in Stages 1 and 2, this does not cause any problems. Over several days, the system cache will update and your new norwichuni.ac.uk address will be displayed. Sometimes, signing out and in multiple times eventually triggers the norwichuni.ac.uk address to show.
If you attempt to open a file in a M365 app and receive the above error, check the URL of the page it's trying to open. Replace the "nua_ac_uk" in the URL with "norwichuni_ac_uk". You may need to re-share these files from their original location. Further guidance for OneNote users is available in Stage 3.
For example, the URL the application is trying to open may read "https://nua-my.sharepoint.com/:o:/r/personal/j_bloggs_nua_ac_uk/_layouts/15/xxx".
Change this to "https://nua-my.sharepoint.com/:o:/r/personal/j_bloggs_norwichuni_ac_uk/_layouts/15/xxx".
Some users had issues with open OneNote notebooks following their transition. To solve this, close the open OneNote notebook(s) and re-open them. Further guidance is also available in Stage 3.
Find out how to do this on the Microsoft support page.
If you're experiencing issues that affect Microsoft Teams, clearing the cache on your device may help. Note: You won't lose any user data by clearing the cache.
How to clear out the Microsoft Teams cache on Windows:
1. Sign out of Team by clicking on your initials/image in the top right of Team and clicking on 'Sign Out'.
2. Close Teams completely by right-clicking the Teams icon in the taskbar on the far right and choosing 'Quit' (If you can't see the Teams icon, you may need to click the small ^ arrow to show additional icons)
3. On your keyboard, hold the 'Windows key' and press R.
4. Paste the line below into the box and click on 'OK'.
%appdata%\Microsoft\Teams
5. A list of folders will appear. Delete the following folders: "Cache", Code Cache", and "GPUCache".
6. Open Teams and log in again.
How to clear out the Microsoft Teams cache on macOS:
1. If Teams is still running, right-click the Teams icon in the dock and then select 'Quit'.
2. Open Finder and browse to /Applications/Utilities folder and open 'Terminal'.
3. Enter the following command into Terminal and then press the return key on your keyboard:
rm -r ~/Library/Application\ Support/Microsoft/Teams
4. Open Teams again and log in.
Some users had to re-create their signatures in Outlook after their transition. You can copy your signature from previously sent emails.
Find out how to do this on Windows on the Microsoft support page.
Mac users can find out how to add signatures to Outlook for Mac on this Microsoft support page.
Those that use Outlook.com (Web) can use this Microsoft article.
Need further support?
Students
Visit us: Guntons Building, 1st Floor, Student IT Helpdesk/Design Studio (Monday to Friday 09:15 - 17:00)
Email us: helpdesk@norwichuni.ac.uk (Student IT Helpdesk)
Phone us: 01603 977777
For Library services, call 01603 751469 or email library@norwichuni.ac.uk
Staff
Please call or email the staff service desk in the usual way.
Rollout phases
Transition schedule
Emails sent to the old version of your email address will still arrive in your inbox, even after the transition. If you were unavailable on your transition day or the morning after - don't panic. You can complete the steps in Stage 2 to regain access to your account whenever convenient. You should still complete Stage 1 first. Be aware that you won't receive emails or be able to log into some services until you complete those steps.
Students
Student email addresses were updated on Tuesday 22nd August*.
*Excluding recent graduates and students on postgraduate courses.
Staff
Staff email addresses and shared/group mailboxes were updated on Tuesday 8th August.
URL changes
Throughout August and September, we'll update any websites with "nua" or ".nua.ac.uk" in their URL. For example, https://timetable.nua.ac.uk will become https://timetable.norwichuni.ac.uk. After the change, the original URL will still redirect you to the new one, so you don't need to take any action. However, you may still wish to update your bookmarks/favourites when you start to see the new URL in the address bar, as some URL redirects will end in August 2024.