Service Status: Updates

Attendance app problems

Some students reported last week that their History screen is not showing all their past check-ins as expected.

This has been raised with the app supplier and they are investigating with high priority. 

Note: The data that is collected from the app and which feeds into student attendance records is NOT affected. Attendance monitoring team can still see all your previous check-in data.

Please continue to check-in as usual

myLSBU app - Check-in issues

Please continue to check into your timetabled classes using the myLSBU app to register your attendance as usual. 

If you experience any issues: 

• If your class isn’t showing or the check-in button is stuck on loading, please take a screenshot and report it to us via MyAccount. Select ‘General Enquiry’ and then ‘Student IT Support’ or visit a helpdesk. 

We apologise for any inconvenience this may have caused and appreciate your patience. 

For academic support, contact your Personal Tutor, and for any other assistance, please visit the Student Life Centre. 

Thank you for your cooperation. 

Other possible performance issues:

We have seen a number of performance issues related to the app's high traffic during peak times. These issues affect app users when many students try to access check-in at the same time.

How These Issues May Appear:

If you’re experiencing any of the following, it may be due to a Cloud performance issue:

• Upcoming classes not displaying or disappearing from the timetable.
• Timetable tiles becoming inactive.
• Check-in button getting stuck in a loading state.
• White screen or timeout errors.
• App failing to load configuration files.
• Class lists not showing.
• Lecturers unable to manually check in students, or check-ins not being recorded.

What you need to do:

While the situation is being resolved, we recommend taking the following steps:

1. Log out of the App: Log out of the app and uninstall the myLSBU app.
2. Reinstall the App: Try reinstalling the myLSBU app to see if that helps with performance.
3. Clear App Cache: Go to Settings > General > iPhone Storage > myLSBU, and delete the app’s cache and data to see if that helps.
4. Check-in Instructions - ensure the following:

• Bluetooth is turned on
• Location service is turned on
• Connected to Wi-fi
• Delay check-in for a few minutes: When attending a class, please allow a few minutes into the session before attempting to check in. This may help avoid connection issues caused by high traffic at the start of the session. If you're unable to check in initially, try again after a brief period.
• Select correct lecture/class: Make sure you select the right class or lecture to correctly check in.

Lecturer Support:

Please rest assured that your lecturers are aware of these issues. While the issue is ongoing, they will be able to use a manual process to check your attendance for classes.

What’s Being Done:
While the issue is not fully resolved, the IT technical team are closely monitoring the situation and working with the supplier to implement additional fixes.

Thank you for your patience and understanding as we work through these issues.

Student Life Helpdesk has moved!

Monday 22nd July 2024

The Student Life Helpdesk relocated from the Student Centre to the LSBU Hub over the summer.

The new permanent location is:
LSBU Hub
LH-124 Level 01 (Ground floor)
That's at the back of the building behind the Exhibition Space.

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