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IT Help and Support

University Information Services
 
Google lock-out title

Some users have reported sign in issues when using G Suite@Cambridge applications or certain Raven-protected applications from home. This is because Google notes the location and device used for signing in and flags unusual usage for additional verification. This helps guard against unauthorised usage of protected services and access to sensitive information stored in files and documents.

Recovering a locked account

Users who find themselves locked out of G Suite@Cambridge applications with no way to verify their access can email servicedesk@uis.cam.ac.uk to have the lock out lifted for a period of 10 minutes.
 

Protecting your account from lock-out

It is recommended that all users proactively take the following steps to enable themselves to verify sign ins if they are flagged as unusual:

The recommended method to secure your G Suite@Cambridge account against unauthorised use is to enable 2-Step Verification for your account. To do so:

  1. Sign in to https://google.co.uk/ using your @cam.ac.uk email address.
    (You may find it easier to do this in a 'private browsing' or 'incognito' window if you already have a personal Google account.)
     
  2. Click the avatar circle in the top-right and click Manage your Google Account.
     
  3. Click Security from the left-hand menu.
     
  4. Click 2-Step Verification.
     
  5. Follow the on-screen instructions to choose your second factor. The most common choices are:
    • a mobile phone number to receive one-time-use SMS codes, and
    • backup codes which can be used if you lose access to your mobile phone.

More documentation is available on a dedicated Google support page.

Set up additional verification methods

Additionally, you can specify means to verify your account only when Google detects unusual activity. To do so:

  1. Sign in to https://google.co.uk/ using your @cam.ac.uk email address.
     
  2. Click the avatar circle in the top-right and click Manage your Google Account.
     
  3. Click Security from the left-hand menu.
     
  4. Under Ways that we can verify that it’s you, set an email address which one-time use recovery codes are emailed to. Google will only use this email address when verifying your account. It is possible to choose a non-@cam.ac.uk address for this if you have a more secure personal email address.

      We recommend that both these steps be completed to minimise the chance of disruption.

The service desk can provide you with backup codes to regain access to your account if you lose access to your second factor, but we recommend that you create your own set of backup codes to avoid unnecessary load on the Service Desk.

UIS Service Desk

UIS Service Status

Phone padded  Service status line: (01223 7)67999
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