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Information Commons Help Desk Knowledge Base

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Help Desk Hours

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. 

  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.

Information Commons Help Desk
Robarts Library,1st Floor
130 St. George Street

(416) 978-HELP (4357)
Thursday, September 26, 2019 - 2:17pm

For the lastest updates please visit the ITS System Status page.

Monitoring - Logins to the Communicator 7 VoIP client and self-serve portal are once again available, however users will need to use the password reset option and specify a new password. This can be done by clicking on the "Forgot Password?" option on the C7 client login window and following the prompts. Complete instructions on how to reset your VoIP password can be found on the Telecom website:

If you require technical support assistance with your VoIP service, please send an email to the UofT Telecommunications team:
Jun 2014:14 EDT

Update - The root cause of the login issue has been identified and a resolution is in the works. This outage affects new logins to the Communicator soft client as well as the user portal web page. Desk phones are still operational. Stay tuned for further updates.
Jun 2013:07 EDT

Identified - The outage seems to affect new logins from the Communicator soft client on both desktop and mobile platforms. This would also include VoIP call centre logins. Desk phones that are already registered appear to still work. An emergency support ticket has been created with the service provider. We will post updates to the status page as we receive new information. We apologize for the inconvenience that this outage may be causing.
Jun 2012:21 EDT

Update - We are continuing to investigate this issue.
Jun 2011:50 EDT

Investigating - There appears to be an outage of the VoIP service. Users appear to be unable to authenticate using the soft client.
ITS technical staff are investigating the issue with the service provider.
Jun 2011:50 EDT

Saturday, June 20, 2020 - 12:06pm

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