Providing us with detailed information when you contact us will help us resolve the issue more quickly.
Thank you in advance for your cooperation.

• Have you checked the service web page? (Service List)
• Do you find the same problem you are having in the FAQ?
• Have you checked the " Trouble & Maintenance" information on the bottom right corner of the top page?
• If you find a difficult word or error message, first look it up on a search engine ( Google, etc. ).
• If you have any questions about Webex or JAIST-LMS, please contact the Center for Innovative Distance Education and Research.
• If you have any questions about how to set up or use the service, please contact the IT Help Desk.

• User name (e.g. s99999999) is required
  Please be sure to include your user name, especially when sending your inquiry from an email address other than the JAIST email address (XXX@jaist.ac.jp).
  • We use your username to check your account status and service logs.
  • We will not respond to inquiries in which the user name is unknown and cannot be determined to be a JAIST member.
• Passwords must not be given to others (including staff, friends and family)
  
  • Staff will not ask you for your password.
    * In the case of a security incident, staff may ask about password complexity and password reuse.
  • If we find that your password has been passed on to others, we may force you to change your password.
• Please note that we cannot respond to inquiries regarding unsupported devices.
  • Supported devices include the following:
    • Windows and macOS PCs within the OS support period
      (Development versions such as Insider Preview and Developer Program are not included.)
    • OS/devices specified as supported on each service page
• For trouble inquiries, please tell us details about the situation.
  • The reasons for problems vary depending on the individual's environment.
  • If possible, determine the conditions under which the trouble occurs.
    (when tried on a different device/browser, on a different network, by a different user, etc.)
  • For more information, please see the subsequent sections on applicable issues.
• It would be helpful if you could attach a photo/screenshot of the screen where the trouble is occurring.
  • The image tells us the device's OS, browser, service URL, and what kind of error it is.

If you have network problems (no connection, slow connection, etc.), please contact us with the following information.

* Please try to connect using a computer. We will not respond to inquiries regarding connection of routers owned by individuals.

• User Name
• Room Number
• Is the MAC address already registered in the network registration system?
• What is the MAC address of the device you are trying to connect to?
• When did you lose connection? (Have you ever been able to connect?)
• (If possible) Can you connect with other computers?
• (If possible) Can a computer that can be connected in another room be connected in the room with the problem?
• ( if possible) Can a computer that cannot be connected be connected in another room?
• Please show me your network settings during the problem.
  • To be prepared:PC with wired LAN terminal (Surface + LAN adapter is OK), wired LAN cable
    *For those living in student dormitories, a LAN adapter and a wired LAN cable will be lent when the Surface is lent (2022/04).
  • How to check:
    
    1. Connecting a PC directly to a wired LAN
       LAN outlet on the wall - Wired LAN cable - (LAN adapter) - PC
       * Do not use a router or hub.
    2. (If not registered) Register your computer in the connection registration system
    3. Start a command prompt and execute the following commands
       Windows OS: ipconfig /all
       mac OS: ifconfig
    4. Send output results

• User Name
• Room Number
• Number of the wired LAN cable to which you are connected (stickers are attached to cables provided by RCACI)
• What is the MAC address of the device you are trying to connect to?
• When did you lose connection? (Have you ever been able to connect?)
• Can other devices be connected with that wired LAN cable?
• Are users around you able to connect?
• (if possible) can you connect in another building or on another floor?
• Please show me your network settings during the problem.
  • To be prepared:
    Computer in the middle of a problem
  • How to check:
    1. Connecting a PC directly to a wired LAN
    2. Start a command prompt and execute the following commands
       Windows OS: ipconfig /all
       mac OS: ifconfig
    3. Send output results

* We will not respond to inquiries regarding the connection of routers owned by individuals or laboratories.

• User Name
• Wireless LAN name that cannot be connected (JAIST, eduroam, JAISTALL, NEWCOMER, etc.)
• When did you lose connection? (Have you ever been able to connect?)
• Is the connection not available throughout the campus? Only in some locations?
• Can you connect with other devices (e.g., smartphones and tablets if you cannot connect with a PC)?
• OS and version of devices that cannot be connected
• (If possible) Is there anyone else around you that you cannot connect to?
• (If possible) Please show me your network settings during the problem.
  • To be prepared:
    Computer in the middle of a problem
  • How to check:
    1. Connect to the wireless LAN where the problem occurs
    2. Start a command prompt and execute the following commands
       Windows OS: ipconfig /all
       mac OS: ifconfig
    3. Send output results

* If you have not checked "When login fails at JAIST-SSO", please check before contacting us.

• User Name
• Where did the JAIST-SSO fail, on campus or off campus?
• If on-campus, what network are you connected to? (Wired LAN, SSID: JAIST, eduroam, JAISTALL, NEWCOMER, etc.)
  If off-campus, what authentication factor are you using? (One-time password, digital certificate, etc.)
• Services and URLs you tried to access
• Since when does login fail?
• Please send me a screenshot of the screen where the authentication is failing

• User Name
• Services and URLs you tried to access
• Network that you are connected to (wired LAN on campus, wireless LAN on campus, Wi-Fi at home, apartment network, etc.)
• Screenshots of the displayed screen (blank screen, error messages, etc.)
• When does the problem start?
• Can you log in on another device?
• When you use another network (such as tethering your phone if you are using Wi-Fi now), do the symptoms change?

• User Name
• The method you normally use to read your email (Webmail, Thunderbird, forwarding, etc.)

* Please check your trash or spam folder in advance.

• User Name
• Information on Missing E-mails
  • Subject
  • From address
  • To address
  • Date Sent/Received

• User Name
• What is the OS and version of your device?
• Screenshot of the displayed screen
• Have you tried SSL-VPN alternatives?
• Have you ever been able to connect? When did you lose connection?
• What about using other devices?
• What about using other networks (such as tethering on your phone)?

For problems that only occur with a specific printer, the user should contact the contact address on the card attached to the printer.

Please come to the reception desk with the device you want to print out during the time when IT Helpdesk staff are in the room.
If it is difficult to bring your desktop device or other reason to the reception desk, please email it-helpdesk(at)ml.jaist.ac.jp.

• Your Username
• OS of your device
• Details about the problem (e.g., missing configuration values, error message, job not showing up on printer, etc.)

• User Name
• The service that is causing the problem
• What problems are occurring?
• When did the problem start?