Frequently Asked Questions

Q: How do I clear my browser “cookies”?

Please note: instructions may be slightly different based on the version of your browser.

In Internet Explorer:

  • Select Tools
  • Select Internet Options
  • Click Delete in Browsing history
  • Make sure Cookies and website data is selected
  • Click Delete

In Firefox:

  • Select Tools
  • Select Options
  • Select Privacy
  • Click Show Cookies
  • Click Remove All Cookies

In Chrome:

  • Click the Chrome menu
  • Select Settings
  • Click Show advanced settings…. link
  • In Privacy click Content settings
  • In Cookies click All cookies and site data….
  • Click Remove all

Related Services: Security Training

Q: How do I configure my mobile device to access the Exchange server?

To connect a mobile device to the Exchange Server simply create a ticket by sending an email to We will configure your account to allow for mobile access, and will provide setup instructions (instruction sheets are also available on this site).

Related Services: Mobile Device Integration, Mobile Device Encryption

Q: How do I create an Exchange account in Outlook 2011 for Mac?

  1. Click on Exchange account
  2. Click on the Outlook icon
  3. Click on Tools and then on Accounts
  4. Click on Exchange account
  5. Personal Information
    • Full Name – enter your name
    • E-mail Address - enter your email address
    • User Name - medicine\ UTORid
    • Password – enter your password
    • Check the “Use SSL to Connect” box
  6. Click on Advanced tab and then on Server Tab
    • Select Microsoft Exchange
    • Server – enter
    • Check the “Use SSL to Connect” box
  7. Directory Service
    • Server – enter “meddc2”

Check the “Use SSL to Connect” box.

Related Services: Staff & Faculty Email (Microsoft Exchange)

Q: How do I get an eToken for a new employee?

Go to and download the Etoken Request Form. Follow the instructions on the form to submit it.

Related Services: Two-factor Authentication (eToken)

Q: How do I get my ONE Mail Direct email account?

ONE Mail Direct provides learners with secure email for clinical communications with their supervisors, fellow students, and other members of the health care team. ONE Mail Direct is run by eHealth Ontario (

ONE Mail Direct is intended solely for clinical communications. All other academic, course-related and personal communication should be done through UTmail+ or a personal email account.

The Faculty of Medicine has partnered with eHealth Ontario to provide ONE Mail Direct, which is used province-wide for exactly such secure clinical communication. Neither UTORmail nor UTmail+ are considered secure by hospital standards, and by policy must not be used to send or receive any personal health information.

Your ONE Mail Direct account can remain active for as long as you are in training or practicing medicine in Ontario.

A ONE Mail Direct account will be requested for you on your behalf early in the academic year. Once created, you will receive an invitation email at your University of Toronto email address. To activate your account, simply follow the instructions in the invitation email.

If you do not receive an email invitation within a month after starting your studies, or if your invitation has expired and you would like to re-activate it, contact the Faculty of Medicine at

For technical support, contact the eHealth Ontario Service Desk by email at or by phone 1-866-250-1554.

Related Services: Student Email (ONE Mail Direct)

Q: How do I get my UTMail+ email account?

UTmail+ is a University-wide email system that all registered learners receive accounts on. It is the replacement for the older UTORmail email system, which is being phased out.

UTmail+ is to be used for academic, course-related, and personal communication. All clinical communication must be done through ONE Mail Direct (or an equally secure clinical email system, such as a hospital email system).

UTmail+ runs on the Microsoft Office365 cloud platform. In addition to email, this platform provides access to Office Web Apps that include web-optimized versions of Word, Excel, OneNote and PowerPoint. All these functions can now be accessed anywhere, anytime, via web browser or mobile device.

UTmail+ includes the ability to connect to Outlook, a large-capacity inbox, and access to password-protected online file storage through SkyDrive.

If you are a registered learner, your UTmail+ account has been created for you; simply go to to log in with your existing UTORid and password.

UTmail+ addresses end with, rather than just To forward your old address to UTmail+ visit To migrate your old account visit

For technical support, contact the Information Commons Helpdesk by email at 
or by phone at 416-978-4357.

Related Services: Student Email (UTMail+)

Q: How do I know if my IP address is blocked?

To find out for sure if your IP is blocked go to the URL shown below, and click on the set of addresses that contain your IP.

Related Services: Network Connectivity Support

Q: How do I know which seat or location the question is coming from in the room or from the other videoconference site?

There is a seat map on the lectern’s touch panel. The solid green light at the seat number indicates the live microphone. Match the location to the solid green light in the local room and you will see the student asking the question. If the question is coming from the far site you will see a big image of the student on the monitor in front of the lectern.

Related Services: Lecture Videoconferencing

Q: How do I Password Protect My Word Document?

To encrypt your file and set a password to open it:

  1. Click the Microsoft Office Button, point to Prepare, and then click Encrypt Document.
  2. In the Encrypt Document dialog box, in the Password box, type a password, and then click OK. You can type up to 255 characters. By default, this feature uses AES 128-bit advanced encryption. Encryption is a standard method used to help make your file more secure.
  3. In the Confirm Password dialog box, in the Reenter password box, type the password again, and then click OK.
  4. To save the password, save the file.

Remove password protection from a Word document:

  1. Use the password to open the document.
  2. Click the Microsoft Office Button, point to Prepare, and then click Encrypt Document.
  3. In the Encrypt Document dialog box, in the Password box, delete the encrypted password, and then click OK.
  4. Save the file.

Set a password to modify a Word document:

  1. Click the Microsoft Office Button , click Save As, and on the bottom of the Save As dialog, click Tools.
  2. On the Tools menu, click General Options. The General Options dialog opens.
  3. Under File sharing options for this document, in the Password to modify box, type a password.
  4. In the Confirm Password dialog, re-type the password. Click OK.
  5. Click Save.

Related Services: Security Training

Q: How do I reduce the amount of SPAM I get?

If you are experiencing a large amount of SPAM in your Inbox then chances are that you do not have the SPAM filter activated. Please follow the instructions below to filter out SPAM E-Mail.

  • In Outlook go to the Home Tab then click Rules then Create Rule.
  • After you click on Create Rule a window will pop up, check and fill in the Subject Contains field as shown below and also check the Move The Item To Folder: field and select Junk E-Mail. Use the Select Folder Button to select the Junk E-Mail Folder.
  • Click OK on the next pop up check the Run This Rule Now box and click ok.
  • This should now filter out all E-Mails with SPAM in your Inbox.

Related Services: Student Email (UTMail+), Student Email (ONE Mail Direct), Staff & Faculty Email (Microsoft Exchange)

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