See "Common questions" for more questions.

Questions and 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
Note that the password postcard cannot be reissued. Your postcard lists your account, password and PIN code.
Your account is the student number or staff ID on your IC card. Access card accounts begin with the letter A.
If you don't know your PIN, see the I don't remember my PIN code item.
If you don't know your password, see the I don't remember my password item.

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Portal login problems

IC card authentication problems

I get a "Cannot display the webpage" error during IC card auth.
Your browser may not have been able to recognize your IC card. Run the certificate management tool to make sure that your IC card reader can read your card properly. Please refer to How to check your IC card.
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 code
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.). See the Inquiries page for office contact information.
I see a "Locked" message on the certificate management tool
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 by IC card auth. on Firefox when I enter PIN code
Click three bar on the top right corner on Firefox and select "Settings".
Privacy & Security > View Certificates > Authentication Decisions tab
Confirm to be "Send no client certificate" on "Certificate Name".
Select the row and delete from the "Delete" button at the bottom left corner.
Then, please try to log in to the Portal after restarting Firefox.
※Please click "OK" when you get "User Identification Request" window.
I can't log in to the Portal by my REISSUED IC card
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.
I can't log into the Portal by IC card auth. using the PC installed Kaspersky
Please see this page (Japanese only) and try this setting which makes a specific page invalid. Enter "" in the domain name section (ドメイン名). If this does not work well, please consider to uninstall Kaspersky and use security software which is provided under the software comprehensive agreement by Tokyo Tech.
I can't log into the Portal by IC card auth. using the PC installed ESET
It is reported that while "Banking & Payment protection" is enabled, IC card auth. is unavailable. In order to avoid this problem, please check

"Banking & Payment protection" ON
"Secure all browsers" OFF

and log-in to the Portal using Edge browser. If you cannot fix the problem with this solution, try to disable "Banking & Payment protection" itself.
Or, you can consider installing the anti-virus software provided by Tokyo Tech.
I can't log into the Portal by IC card auth. using the PC installed Avast
It is reported that IC card auth. is unavailable with the PC which is installed Avast.
Please consider to uninstall Avast and use security software which is provided under the software comprehensive agreement by Tokyo Tech.

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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 IC 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 reset your password by yourself using a computer with an IC card reader to log in to the Portal via IC card auth. 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 made my Tokyo Tech Mail address using my wrong name reading
You cannot change a registered name reading by yourself. If you need to change your name reading because of misspellings, omitted letters, registering in opposite name, please contact the office below.

The Authentication Infrastructure Team
Email: query(at) * Replace "(at)" with "@".

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.

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Tokyo Tech Mail problems

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 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”, “For at most – days” and “Until I delete them”.
*Once you receive emails with POP, it is impossible to get them back to the Web mails on the server.

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SSL-VPN problems

When I try to access SSL-VPN, I get "Disconnected", "Couldn't connect to proxy server" or "The connection to the remote computer could not be established. You may need..." errors.
Even if you've already done one of following procedures, please try them again as SSL-VPN may be recovered after some trials, according to some reports.

【Solution 1】 Uninstall F5
  1. Windows Start > "Settings" > "Apps" > "Installed Apps (Apps & features)"
  2. Uninstall "BIG-IP Edge Client Components (All Users)".
  3. Try to connect SSL-VPN again.

【Solution 2】 Confirm to Run RasMan service
  1. Windows Start > "Windows (Administrative) Tools" > "Services"
  2. Check the Status of "Remote Access Connection Manager" as Running.
  3. Right-click on "Remote Access Connection Manager" > "Restart"
  4. Try to connect SSL-VPN again.

【Solution 3】 Delete Miniports and reinstall components
  1. Right-click on Windows Start > "Device Manager"
  2. Click "Network Adapters" and open secondary items.
  3. Right-click on "WAN Miniport..." to uninstall. Please complete all of them one by one.
    ※You might see "WAN ミニポート" as Katakana in Japanese.
    ※Be sure that there is no <!> on those icons.
    ※If you can't see any items, please click "View" tab and select "Show hidden devices".
  4. Right-click on "Network Adapters" >"Scan for hardware changes"
    ※If you see deleted "WAN Miniport" again, please ignore them and keep on.
  5. Click "Network Adapters" > "View" tab > "Show hidden devices"
  6. Right-click on "F5 Networks VPN Adapter" on items in "Network Adapters" > "Uninstall Device"
  7. Download and extract all.
  8. Right-click on "f5wininfo.exe" > click on "Run as administrator"
    ※When you see a message such as "Do you want to allow this app to make changes to your device?", please click the "Yes" button.
  9. Click on "Tools" tab on the top left and select "Remove Components...".
  10. Please check the first one, "Delete user settings" and uncheck the second one, "Generate report before removing". Then, click the "Yes" button.
    ※When you see "Do you really want to uninstall this production?", please click the "Yes" button.
  11. After uninstall completes, reboot your device and try to connect SSL-VPN again.

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Wi-Fi problems

I don't know how to set up Wi-Fi
See the website of Network infrastructure team in Infrastructure System Group SciTokyo for more information.
I want to know where Access points are located
See the website of Network infrastructure team in Infrastructure System Group Access area of the campus wireless LAN.
I don't get any (or very strong) service
Your access point may be damaged or broken. Contact Network infrastructure team in Infrastructure System Group. For contact information, please refer to this page.

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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: June 18, 2024
Created by: The Authentication Infrastructure System Team