Help

See the FAQ for more questions.

Questions and problems

IC card problems

Portal login problems

IC card reader problems
Matrix authentication problems
Problems that happen after you log in to the Portal

Tokyo Tech Mail problems

Wi-Fi problems

Building access problems

IC card problems

My IC card got lost or damaged
If your Tokyo Institute of Technology IC card gets lost or stolen, immediately notify the office that issued the card. You will need to present a form of personal identification (a license, passport, insurance card, or receipt for a utility payment, etc.) when reporting a lost or stolen card.
If your Tokyo Institute of Technology IC card gets damaged, bring the card to the office that issued the card.
* Users who damage their own cards intentionally or negligently may be liable for reissue fees.
I lost my password postcard
The Tokyo Institute of Technology does not reissue password postcards. Your postcard lists your account, PIN, and password.
Your account is the student number or staff ID on your IC card. Access card accounts begin with the letter A.
If you do not know your PIN, see the I don't remember my PIN item.
If you do not know your password, see the I don't remember my password item.

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Portal login problems

IC card reader problems

I get a "Cannot display the webpage" error during authentication
Your browser may not have been able to recognize your IC card. Run the management application to make sure that your IC card reader can read your card properly. How to check IC card reader functionality.
If your card reader appears to be working normally, restart your browser and try again.
If your card reader does not seem to be reading your card properly, removing and reinserting your card or connecting your card reader to a different USB port can help solve the problem.
I don't remember my PIN
The office that issued your IC card can reset your PIN. Bring your IC card to the office and have a staff member help you. As access cards do not have photos on them, an access card recipient must also present an identity document (a driver's license or passport, etc.) when obtaining his or her card. See the Inquiries page for office contact information.
I see a "Locked" message
The system will lock and disable your IC card if you enter the wrong PIN code a certain number of times. To disable the lock, contact the office that issued your Tokyo Institute of Technology IC card.
I can't log in to the Portal with IC Card authentication on Firefox
When you log in to the Portal on Firefox browser, you need to configure some additional settings.
I can't log in to the Portal with IC card authentication on Windows 10
Edge browser, which is a new browser for Windows 10, is not compatible with IC card authentication.
Please use Internet Explorer which you can find from Start > all application > Windows Accessories. Also please check to make sure that the IC card reader works correctly.
I can't log in to the Portal with my IC card which has reissued
For the first time to authenticate with a reissued IC card, you need to register your IC card certification. Please check that the IC card reader works correctly.
"eSK Card #number" is not shown on Keychain Access on macOS
When the certificate management tool is installed, possible cause would be your IC card's failure or PIN code locked. Please check whether the same symptom appears on Keychain Access with other's IC card or not.

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Matrix authentication problems

When I enter my account and password, I get sent back to the Portal top page
Either your account or password is wrong. Account is a student number or staff number which is written on the surface of your ID card. If you forget your password, see I don't remember my password.
I don't remember my password
If you know your IC card PIN (a 6-digit number), you can use a computer with an IC card reader to log in to the Portal via IC card authentication and reset your password. Computers with IC card readers are available for use at the Co-op. If you do not have access to an IC card reader or do not know your PIN, contact the office that issued your card.
I can't get past the matrix code entry screen
Check the expiration date on the back of your IC card to see if the card is still valid. Also check to make sure that the coordinate letters appear squarely inside the appropriate table cells and that the printed side is free of any dirt or smudges that might make the letters difficult to read.

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Problems that happen after you log in to the Portal

I only see links to Webmail and the password change function on the menu
Your IC card is expired. Check the expiration date on the back of your card. Contact the office that issued your card if you need to have the card reissued.
I don't see the whole menu
When you use file conversion software over an SSL-VPN connection, the system's usage restrictions will hide parts of the menu. Use the Portal menu to request a removal of the restrictions.
I get sent back to the Portal top page when I click the menu
This error can occur in Internet Explorer because adding some of the websites that the Portal uses to the list of trusted sites interferes with the transfer of authentication information. In order to fix this problem, try either deleting the Portal sites from the list of trusted sites in Internet Explorer or adding all the websites that the Portal uses to the list of trusted sites. Or you can also try using other browsers like Chrome or Firefox as another way to solve this problem.
I want to change my name reading registration
You cannot change a registered name reading by yourself. If you need to change your name reading because you made a typographical error or entered your first and last names in the wrong order, contact the office that issued your card. Note that changing your name reading renders your previous Tokyo Tech Mail address obsolete. If necessary, make a backup of your e-mail before changing your name reading.

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Tokyo Tech Mail problems

I made my Tokyo Tech Mail address using my wrong name reading
Go to the office where your IC card got issued when you wish to change your name reading registration because of misspellings, omitted letters, registering in opposite name.
Please note that once you modify your name reading registration, your current Tokyo Tech Mail address will not be available any more. If you need, you had better make backup copies of your important emails.
I can't receive any emails in my forwarding address
After whether your forwarding email address is correct or not, please permit your PC to receive emails from titech.ac.jp domain at Filters settings.
Mobile phone companies usually do not allow to receive forwarding emails from Tokyo Tech Mail domain under default settings.

*If you use au mobile phone, you might need two kinds of permission; “receiving list” and “list for avoiding restricting pretended emails.
I can receive emails in my forwarding address, but there are no emails on Web mail
If you use automatic forwarding in Tokyo Tech Mail, the server will not keep copies of your messages unless you select the "Leave a copy of each message" check box. See Setting up automatic forwarding for more information.
I can't synchronize my Sent Items folder via IMAP
If you use Thunderbird to handle your e-mail, you can modify the settings to enable synchronization. See the "Folder management (IMAP only) section on the Setting up Thunderbird page for more information.
I receive emails with POP, but there are no emails remained on Webmail
Please change settings of email applications. For POP settings, please check the check box where you need; “Leave messages on Server”, “at most for – days” and “Until I delete”.
*Once you receive emails with POP, it is impossible to get them back to the Web mails on the server.
I want to change Date Display Format
The top of the screen of the Webmail, there is “More” and click “Preference”. Then you will see “Date Display Format”, so please select your preferable date style.

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Wi-Fi problems

I don't know how to set up Wi-Fi
See the network system TokyoTech for more information.
I can't get authenticated anymore
You may be under a usage restriction. For more information, see the Campus Wi-Fi page.
I don't get any (or very strong) service
Your access point may be damaged or broken. Contact a network system representative.

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Building access problems

I can't get into a building with my IC card
Check to see if you get an error when you hold your IC card up to the card reader. If you do, your card is not in the system registry. Have the building manager register your card. If you do not get an error, your IC card might be damaged. Contact the office that issued your card.

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Current page: Tokyo Institute of Technology > FAQ > Help

Updated: March 7, 2014
Created by: The Authentication Infrastructure System Team