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Windows 10 - FAQs

Why can't I find the upgrade file on my computer?

This will mean that your computer is not ready to upgrade yet and the upgrade file has not been issued. This could be because your computer has yet to be reviewed, in which case the file will become available once this has taken place. You will receive a pop-up message on your computer when the file becomes available.

Otherwise, it will be because the computer has been identified as needing pre-upgrade work and the upgrade file has been held back until this is resolved. You will be contacted separately to arrange the pre-upgrade support.

If you have not heard from the project team by the end of May, please contact us,

Why have I received a Service Desk ticket?

You may have received a ticket from the Windows 10 Technicians asking to carry out some pre-work on your computer before you can upgrade.

The type of pre-work will be:

  • Low disk space and needing to make more disk space available
  • Removing known incompatible software

You might also be contacted if the technical review indicates that your computer has to be upgraded through a wipe and load process.

Please respond to these tickets as soon as you can.

When will my staff PC/laptop be upgraded?

You will be invited to update your device using Self-Initiated Upgrade. This means the upgrade file will be sent to your device and you can start the upgrade when you want to over the summer term and holiday 2019. Devices requiring attention prior to upgrade have been identified and you will be contacted by IT to arrange support.

The self-initiated upgrade file will be available from 26th March to the end of 2019.

From September 2019, computers that are not yet running Windows 10 and are not identified as an exception will be subject to a mandatory upgrade process. Further details will follow nearer to the time.

What is the Self-Initiated Upgrade?

This is an in-place upgrade which can be started at your convenience. The upgrade will take place around your existing applications and data.

Why have I been asked to upgrade the BIOS?

Specific HP computers require a BIOS update prior to starting the Windows 10 upgrade.

The BIOS update file is separate to the Windows 10 upgrade file and you will need to run the BIOS update before starting the Windows 10 upgrade.

Here are some instructions regarding the BIOS update:


Do not restart your computer during the BIOS update.

It will cause the computer to stop working.

How do I prepare my computer for upgrade?

Key points:

  • Consider upgrading overnight. It can take up to 4 hours to complete. Make sure you leave your computer in a secure location.
  • Connect to the University network with a cable. The upgrade can not take place over WiFi.
  • Ensure the power cable is plugged in and the power is switched on.
  • Detach any USB driven devices from the computer before upgrade, with the exception that the keyboard, mouse and Dynadock can be left connected to your computer. If you use a wireless keyboard or mouse, it is recommended to use a wired version during the upgrade.
  • Factor in around 30 minutes for the first log in after the upgrade has taken place.
  • As a precaution, back up any important data before starting the upgrade.

Detailed instructions:

How do I ask for support?

For support requests, raise a ticket with Service Desk using the Self-Service portal where you can. Include the detail that you have recently upgraded to Windows 10. There is a dedicated team of technicians to help with the Windows 10 upgrade.

To raise exceptions, please use the Exceptions process on the IT web page. This will raise a request with Service Desk to treat your device as an exception. The project team will get back in touch to discuss.

For project queries, contact the Project Management team directly on

The project management team is Mark Foster (Project Manager) and Vicky Swales (Business Analyst).

What if my department/team would like to put a local plan in place for the upgrade?

The upgrade can be carried out at a convenient time. If this means a group of staff deciding to upgrade together, this is fine.

1. Inform the group of staff that there is a local plan in place and to hold back from upgrading until directed to do so, by the department co-ordinator.

2. Contact the Windows 10 project team on We can provide lists of known computers for the affected area and advise how many will need pre-upgrade attention. For example, a computer with software that stops the upgrade from taking place will need IT to remove the software close to the planned upgrade date and to return shortly afterwards to reinstall it.

3. If the project team is aware of a local plan, arrangements can be put in place to provide support after the upgrade.

I would like to raise an exception for upgrading my computer due to business reasons.

We have worked hard to minimise the disruption to staff during the upgrade. This includes identifying as many computers as possible that need to be treated as exceptions, technically. These computers will not receive the self-initiated upgrade file automatically.

There will be business circumstances where a member of staff is concerned about the upgrade and the computer will need to be treated as an exception. For example, not interrupting research, using specialist equipment etc.

You can raise an exception request directly from the IT Web pages.

For further enquiries, contact the Windows 10 project team as soon as possible.

What happens to computers that are not migrated to Windows 10 by December 2019?

By the end of the year, if the computer is technically capable of upgrade and has not been identified as an exception for business reasons, the device will be classed as a security risk to the network. The consequence will be to remove the computer from University network access.

I am expecting to replace my computer this year. Do I still need to upgrade my device?

If you are expecting a replacement computer in 2019, you will not need to upgrade your current device. All new computers are shipped with Windows 10.

You are welcome to upgrade your existing device in the meantime.

If you would like to tell us that your computer is being replaced, please send an email to quoting your existing computer name.

Does the upgrade include Office 365?

The upgrade file includes Windows 10 operating system but not Office 365. Office 365 is available in Software Center and you are invited to install this at your convenience.

How do I get started with the Windows 10 operating system?

Windows 10 looks quite different to previous operating systems. If you would like some help getting used to the new desktop, there are some How To guides available on the IT web pages.

Quick start guide can be found here:

Can I upgrade my device off campus, over WiFi?

The upgrade can only be completed over the wired network on campus (Greenlands, Whiteknights and London Road). You can not upgrade over WiFi or via VPN access.

Will upgrading to Windows 10 make my computer slower?

Windows 10 is quicker and more efficient than Windows 7 and therefore even an older computer should run a little quicker. You may however notice your computer is slower than before after the upgrade for a few days while updates are configured and hardware is optimized for performance.

Something missing?

Request an FAQ:

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