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Frequently asked questions (FAQs)
1. What if forget my four digit PIN number?
Contact IT on 0203 317 7200 or ICTService.Desk@Candi.nhs.uk. IT will reset your PIN on RAS and RAS will automatically generate (and send) a new PIN to the mobile phone number you have registered with IT.
If you are accessing your laptop out of hours and forget your PIN, contact your on-call manager who will contact the IT team. IT will reset your PIN on RAS and RAS will automatically generate (and send) a new PIN to the mobile phone number you have registered with IT.
2. My PIN doesn’t work?
If you have not worked remotely for over 60 days RAS will automatically take you off the system. If you require RAS your manager will need to contact IT on 0203 317 7200 or ICTService.Desk@Candi.nhs.ukto set up a new RAS account for you.
3. If I have an EE SIM card do I have to connect to Broadband / WiFi?
No you don’t, but you may find you have a better connection using WiFi. Always check the signal strength on your laptop. A laptop works in a similar way to a mobile phone – if you do not have a good signal you
won’t get a good connection.
It doesn’t mean the Trust network is down or slow, it means there is a poor connection in your area.
Connecting to WiFi may be a better option when working remotely. Only connect to WiFi in a secure setting such as your home or at another Trust, never in a public place e.g. a coffee shop.
3. How do I connect to Broadband / WiFi when I’m working from home?
The same as you would with your mobile phone. On your laptop go to Settings.
Make sure your WiFi button is turned to green (switched on).
Click on your home Broadband / WiFi and enter your password - you should now be connected.
If you have a problem connecting to WiFi, go to Settings – turn the WiFi off and connect to the EE network instead (you can only do this
Important notice
if your laptop has a C&I SIM card installed).
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