To help you find the answers you're looking for, we have organised our frequently asked questions into the following categories.

Please select the category that best fits your query:

Portal Navigation and Search

Q: Why am I unable to retrieve my desired search result?

A: The search function may return unrelated results due to broad or ambiguous search terms. We recommend trying alternative and specific keywords or search phrases.

As an example, if you want to find the link to Personnel File, you can search for "pfile" or "personnel" or "my personnel file".

To improve user satisfaction, we are currently reviewing the search keywords in the Revamped Portal. As part of this process, keywords for each portal link will be reviewed to improve the accuracy of search results for users.

Q: Why can't I locate some colleagues within the portal?

A: It is possible to find all staff members through the portal's contact information, which is linked to the staff directory. Please ensure you enter their names correctly.

Q: How can I apply for facilities and services within the portal?

A: To find the application within the portal, please use the search bar or click “Facilities/Services Application” in IT support.

Dashboard and Widgets

Q: How can I customize my portal dashboard?

A: To personalize your dashboard, please find the user guide here for more instructions.

Q: What is the reason behind the regrouping of the navigation menu?

A: The navigation menu has been regrouped to prioritize the most useful and frequently accessed links from key departments within the university. This approach helps to maintain a clear and concise menu, making it easier for users to navigate and find essential resources.

You may still click “Site Map” to access all links organised according to the menu structure of the Classic Portal.

Q: How can I add or edit my widgets?

A: Please scroll down to the bottom of the homepage and press the "Plus" button to add and edit your widgets.

Q: What is the "My Favourites" widget?

A: Yes, you can remove a link from "My Favourites” by clicking on the star icon again, which will remove the link from "My Favourites”.

Q: How can I reset the profile picture?

A: You can modify your profile picture and display name in the "Edit Profile" Settings.

The initial profile picture is the one from your Microsoft 365 account. If you upload a new photo in the portal, it will not change your Microsoft 365 profile picture.

Q: Why am I unable to edit my calendar within the portal?

A: The data is sourced from Exchange Online and the HKU Event Calendar. If you would like to edit your schedule, please edit in Outlook calendar directly.

Login and Password

Q: How can I reset the password in the portal?

A: To reset your password, please find the HKU Portal PIN Change to change your password.

Q: What can I do if I forget my email address and password in the portal?

A: If you forget your email address and password in the portal, you can retrieve your email address by contacting the ITS Service Desk at ithelp@hku.hk or call them on 3917 0123. If you forget your password, you can reset it online by clicking the "Forgot your PIN/Passwords" link on the login page of the HKU Portal. If you are not able to reset the Portal PIN online, please submit CF111 (https://www.its.hku.hk/wp-content/web/itsform/forms/cf111.pdf) to ithelp@hku.hk along with a copy of your staff/student card.

Classic Portal

Q: What was the reason behind Portal Revamp?

A: The Classic Portal has been in use for more than a decade. The Revamp Project aims to meet modern users' expectations and provide a more user-friendly, customizable, and mobile-friendly experience.

Q: What platform was used to revamp the HKU Portal?

A: The Microsoft Power Platform was used as the foundation for the new portal, ensuring an improved and more efficient experience for users.

Q: When will the Classic Portal be discontinued?

A: The Classic Portal will be discontinued on 23 June 2024.

Q: What are the differences between the Classic Portal and the new portal in terms of features?

A: Compared to the Classic Portal, the new portal offers a customizable dashboard, an updated navigation menu, three language options, and an enhanced search bar.

Others and Support

Q: Is it possible to access the portal using my mobile device?

A: It is designed to be compatible with a variety of devices, including mobile phones and tablets.

Q: How should I report an issue with the portal?

A: To address any concerns or report problems, please contact ithelp@hku.hk

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