- The Technical Support Desk aims to respond to inquiries regarding online classes and web conferences.
- To expand our services, support is co-operated by student staff (“Common Supporters”) and faculty members.
- We offer assistance through chat, online call, and email form. Please contact us through the channel that best suits you.
- See also FAQ page for frequently asked questions and answers.
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 making an inquiry. 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
Important Notes on Privacy and Confidentiality of Information
- To ensure prompt response, the support desk is generally staffed by students, as well as faculty staff. Please be aware of that fact when you make inquiries. Student staff have signed confidentiality agreements and handle information under the control and supervision of faculty and staff members, so there is no problem with general account information.
- If you have any questions or concerns about examinations, please first contact your instructor or the department/graduate school that offers the examination. If you wish to contact the Technical Support Desk regarding examinations, please contact us only through the email form.
- Information obtained from inquiries will be used for replying to and performing tasks related to the inquiry. Information may be shared internally to improve future support service. Information may also be disclosed to the public in individually unidentifiable form for the purpose of introducing UTokyo’s support initiatives through case studies and statistical information, etc. Information will not be used for any other purposes except for exceptions specified by laws and regulations.
Support via Chat
Chat support is available for simple inquiries. A chatbot (an automated response robot) or a human operator (student staff called “Common Supporter”) will respond to your inquiries.
- Please note that it may take some time for operators to respond, depending on the volume of inquiries. In such cases, please use the email form or try again later.
- This support system is powered by “Zoom Contact Center” service provided by Zoom. If you have trouble using this service, such as unstable connection, please consider using the support via email form.
Start with the widget titled “ここからチャットで相談”
in the lower right corner of the screen
Support via online call
Online call support allows you to communicate with an operator (student staff called “Common Supporter”) through voice, chat, and screen sharing.
- Please note that it may take some time for operators to respond, depending on the volume of inquiries. In such cases, please use the email form or try again later.
- This support system is powered by “Zoom Contact Center” service provided by Zoom. If you have trouble using this service, such as unstable connection, please consider using the support via email form.
- We do not record voices or videos of the Zoom meeting. Users are also requested not to record any voices or videos.
- To access the online call support page, you must sign in with your UTokyo Account.
Support via Email Form
Email form support is available for difficult/complicated inquiries. A student operator (also called “Common Supporter”) will respond to your inquiry through email. Faculty members will take over if the issue cannot be resolved by student staff.
After submitting the form, a confirmation email and responses to your inquiry will be sent to the email address you provided in the form. Therefore, if you enter your email address incorrectly, you will not receive both the confirmation email and the response to your inquiry. Please be very careful when entering your email address. Also, if you do not receive a confirmation email, please submit your inquiry again through the form.
If the email form is not working
If the email form is not working, please send a direct email to contact@utelecon.zendesk.com. Please include the following information in your email:
- Name
- 10-digits Common ID (If you don’t know, please leave it blank.)
- Faculty or Graduate School
- Position: Select from the following.
- Student (new student)
- Student (current student)
- Full-time academic staff
- Part-time academic staff
- Non-academic staff
- Others (please specify)
- Grade or job title
- Content of inquiry: Please provide as much detail as possible, including the background of the consultation. If you have referred to any materials (such as websites), please include those as well. Also, if the issue involves some sort of trouble and error messages are displayed, please include the exact text of those messages as well.
- If you are having trouble entering a class, please provide information about the class (such as the date, period, subject name, and instructor’s name) as much as you know.
For inquiries containing sensitive information which could potentially hinder the proper execution of duties if handled by student staff
For inquiries containing sensitive information which could potentially hinder the proper execution of duties if handled by student staff, special handling will be conducted via a dedicated form as described below.- Information is considered to be sensitive if there is a possibility that a member of student staff is a relevant party to the inquiry and this could cause a problematic situation. An example of such sensitive content would be information regarding a student’s grades.
- Unless this condition is met, contents such as personal accounts and contact information, information related to operations performed in the system, and internal information of departments and laboratories are NOT considered to be sensitive. Since student staff have signed necessary agreements and handle information under the control and supervision of faculty and staff members, there is no problem with the handling of these kinds of information.
- Inquiries submitted through the dedicated form will be addressed solely by faculty and staff members, unlike regular inquiries. However, we will ask for the sections you deem sensitive and the reasons why in this form, and if the inquiry seems not to be considered sensitive, we may ask you to allow handling the inquiry by student staff.
- The number of faculty and staff members who respond is limited. Therefore, it takes longer time to respond than regular inquiries, at least a few days.
If your inquiry does not contain sensitive information, please use the regular inquiry form above instead of this dedicated form.
Submit an email form (Exclusive for Inquiries Containing Sensitive Information)* Icons in the chat widget are from Material Symbols & Icons provided under the Apache License 2.0.