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Information Commons Help Desk Knowledge Base

Info Commons FAQs

Help Desk News

Help Desk Hours

We appreciate your patience, as we are experiencing a higher than normal volume of requests for assistance.

Until further notice, the Help Desk will be providing support via telephone or online only. There will be no walk-in support at this time. 
(416) 978-HELP (4357)

  Monday — Friday Saturday Sunday
Walk-in Closed Closed Closed
Telephone 8:30 a.m. to 9:00 p.m. 11:00 a.m. to 3:00 p.m. 1:00 p.m. to 5:00 p.m.

Extended Fall Hours – September 6 to September 30

(NOTE: The Help Desk will be closed on Monday, September 7)

  Monday — Friday Saturday Sunday
Walk-in Closed Closed Closed
Telephone 8:30 a.m. to 10:00 p.m. 11:00 a.m. to 5:00 p.m. 1:00 p.m. to 5:00 p.m.
Thursday, September 26, 2019 - 2:17pm

There are currently 2 ways of submitting a request for assistance to the Help Desk: call us at 416-978-4357 or send an email to

All requests will be entered into the new ITS Service Centre ticketing system (, which will be assigned an incident number that looks like INC00XXXXX. This will be your reference number for all future updates on your request.

To check on the status of your request or to send followup messages, log into the ITS Service Centre and go to My Requests. Click on the link provided for that request. This will take you to a page that shows the history of your request and any interaction between you and the Help Desk. You can send messages regarding the request in this window.

If you are unable to log in, any further communication about your request can be made by calling 416-978-4357 or emailing

Wednesday, July 22, 2020 - 9:30am

As the result of recent security certificate updates for a number of U of T websites, we have received reports from people running Mac OS El Capitan (10.11.x) or older having issues loading those websites.

Sites that may not be reachable include but are not limited to:

  • U of T email (UTORmail & UTmail+)
  • Quercus
  • Acorn
  • Some library resources sites

Please note: these are end-of-life operating systems no longer supported by Apple and we cannot ensure access to U of T websites on them.

Wednesday, June 3, 2020 - 3:33pm

The Help Desk has received reports of difficulty accessing videos that were embedded in Quercus, as well as some reports about problems access the interface of the application itself, after a new version of MyMedia was deployed last Friday

We believe most issues have been resolved. If you are still experiencing issues, please try the following:

  • - Close your browser session and clear your cache.
  • - Try a different browser. In some cases it seems that a different browser will resolve issues for some people.

If these do not resolve your issue, please contact us at

Monday, June 1, 2020 - 1:55pm