If the lab will not open

Some networks block addresses they have not seen before, or inspect secure connections in a way the lab cannot answer. This is about the network, not about your account, and your work is safe either way.

Try another network first

The quickest thing to try is a different connection. If you are on an office or campus network, switch to mobile data or home broadband and open the lab again. Nothing needs reinstalling and you do not need a new code unless the one you have has expired.

Try the other address

The lab also answers on a second address. If the usual one will not open, this one often will:

It is the same lab and the same account. Sign in there with the same email address, and ask for a fresh code from that page: a code is tied to the address that sent it.

If the code does not arrive

Give it a minute, then look in your spam or junk folder. Work email often holds outside messages in a quarantine and sends a summary later, so check that too. You can ask for another code from the sign-in page; after five requests in an hour it will ask you to wait.

If none of that works

Write to whoever runs your course, and say which of the two addresses you tried, what the screen said, and whether you were on office, campus, home or mobile internet. That is usually enough to tell what is in the way.

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