Resolving issues and troubleshooting
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Everything you need to self-serve is here.
Digital Technology Solutions (DTS) provides all students with 24/7 support for digital or technical issues. There are multiple contact points to help you troubleshoot and solve your issues.
NU-B
NU-B is your 24/7 digital companion, available to guide you through self-help explanations and answer your tech-related questions anytime. NU-B provides troubleshooting advice on commonly asked questions and topics, such as accounts, password reset, printing, Canvas, wi-fi and more.
NU-B is available in two ways:
- ServiceNow: Find NU-B on the bottom right corner of each page.
- UON Website: Access NU-B at the bottom right of the Current Students, Support pages. Click the 'DTS Support' button for NU-B assistance.
ServiceNow Portal
When NU-B can't resolve your issue, you can log a ticket anytime using the DTS online Service Portal.
When logging a job through the Service Portal, please describe:
- your issue in detail - including the system you are working on
- and any error messages
- your location
- whether others are experiencing similar problems
The better the information, the easier it is for our DTS agents to diagnose your issues quickly.
Please note: requests will be addressed during regular business hours, 8am – 6pm.
Self help via DTS Knowledge Base Articles
DTS has a range of self-service resources, including helpful tips, how-to videos, and information about digital tools and services like Microsoft Office 365, Zoom and more.
DTS Service Desk
DTS aims to help you develop your tech skills through these range of services. If you need to talk to a DTS agent they can be reached on the following number to answer your questions.
To contact the Service Desk, call (02) 4921 7000 (or 17000 as an internal call)
The Service Desk is available from:
- 8 am-6 pm, Monday to Friday, during the semester
- 8 am-5 pm, Monday to Friday, during semester break
If the Service Desk cannot resolve an issue over the phone, it will be assigned to a specialist who can.
Please note: Providing this service takes time, and students may be placed in a queue while the Service Desk is assisting others.
Service Portal
Log an online support request
The University of Newcastle acknowledges the traditional custodians of the lands within our footprint areas: Awabakal, Darkinjung, Biripai, Worimi, Wonnarua, and Eora Nations. We also pay respect to the wisdom of our Elders past and present.