Technical Support Desk

The Technical Support Desk aims to respond to inquiries regarding information systems at the University of Tokyo. To expand our services, support is co-operated by student staff (“Common Supporters”) and faculty members.

We offer assistance through email form, chat, and online call. Please contact us through the appropriate channel for your inquiry.

Before Inquiring

Before inquiring, please check the other support information and common recent inquiries provided on this site. If these resources help resolve your issue, it will be more efficient than contacting us. We kindly ask for your cooperation.

System Failures and Maintenance Information

Please ensure that your issue is not due to known system failure or maintenance. If you have the same situation, we appreciate your patience while we post updates on the same page. For inquiries about the posted information, please contact us via the email form instead of chat or online call.

System Failures and Maintenance Information

Information on Defects and Troubleshooting of Certain Systems

For the systems listed below, please refer to detailed information on defects and troubleshooting provided on their respective pages.

• List of known UTOL defects and status of correspondence (in Japanese)
• UTokyo Wi-Fi troubleshooting (in Japanese)
• Troubleshooting for joining an online class

Common Recent Inquiries

Last Updated: June 12, 2024

Unable to use UTokyo Wi-Fi, UTokyo VPN, and UTokyo Slack

Many people with the error message “You don’t have access to this”, “Error Code:53003”, “Sorry, but we’re having trouble signing you in”, or “AADSTS50105” contact us.

You need to set up multi-factor authentication (MFA) and complete the Information Security Education before you use information systems with your UTokyo Account. If you have not completed these requirements, the errors described above will appear.

To check the status of your account, please visit the “View Your UTokyo Account User Information” site, sign in to your UTokyo Account, and push the “Display information” button.

If it doesn’t show “You are using Multi-Factor Authentication (MFA)”

You have not completed the application for MFA of your UTokyo Account. You have to complete the initial setup for MFA and start using it.

• The error message “You don’t have access to this” or “Error Code:53003” appears when you try to use UTokyo Wi-Fi, VPN, and Slack.
• Please refer to the following page for instructions on how to finish the initial setup procedures. Please complete all steps, until “Step 4”, to finish the initial setup procedures, and please note that it will take 40 minutes for the MFA settings to be reflected in the whole system after these procedures.
  Initial Setup Procedures for Multi-Factor Authentication for UTokyo Accounts

If it doesn’t show “You have taken the Information Security Education for the AY 2024”

You have not completed the Information Security Education for the AY 2024. You have to take it and pass the confirmation test.

• The error message “Sorry, but we’re having trouble signing you in” or “AADSTS50105” appears when you try to use UTokyo Wi-Fi, VPN, and Slack.
• Please refer to the following page for instructions on how to take the course. You need to score a perfect result on the confirmation test.
  FY2024 Information Security Education

If the above does not solve your problem, please contact us through one of the following three channels. Please provide detailed information about your situation, and also tell us what you see on the “View Your UTokyo Account User Information” screen.

Unable to sign in to a UTokyo Account with multi-factor authentication (sign-in using a smartphone, etc.)

Please check the following page before inquiring. It describes how to use multi-factor authentication and what to do if you are unable to sign in due to a malfunction or model change of your smartphone.

Using Multi-Factor Authentication (MFA) for UTokyo Accounts

Support Desk Information

If you cannot resolve your questions or concerns after checking the above information, our support desk will help you. Please feel free to contact us, even for small issues.

Three Contacting Channels and How to Choose

Our support desk accepts questions and concerns online, and we have three different channels available. Please refer to the descriptions below and choose the appropriate channel for your inquiry.

• Email Form

  • This service is suitable for situations like these:
    • When your question or concern is relatively clear. We will be able to provide detailed answers.
    • For example, if you can send us error messages or screenshots.
  • A student operator (called “Common Supporter”) will respond to your inquiry through email. Faculty members will take over if student staff cannot resolve the issue.

• Chat

  • This service is suitable for situations like these:
    • When you are unsure about explaining your question or concern in a coherent text. Your situation will be clear through a conversation with an operator.
    • For example, if you want to carefully follow the procedures on our website with the operator’s assistance.
  • A student operator (called “Common Supporter”) will respond to your inquiry through chat.

• Online Call

  • This service is suitable for situations like these:
    • When it is difficult to explain your question or concern in writing. Your situation will be clear using screen sharing.
  • A student operator (called “Common Supporter”) will respond to your inquiry through voice, chat, and screen sharing.
  • To access the online call support page, you must sign in with your UTokyo Account.