How to Fix Common Zoom Sign-in Errors

For consultation about online classes, please contact utelecon: Online Class / Web Conference Portal Site.

Overview

This page describes how to fix common sign-in errors that you might get when trying to use a UTokyo Zoom account.

For instructions on how to sign in to a UTokyo Zoom Account, please refer to "Sign-in Methods for Zoom" page of utelecon.

If the problem persists, please contact the Technical Support Desk.

Outline

Search by Error Message

Incorrect Email or Password

Error Message

Browser

Incorrect email or password. Enter your sign in information again, or request an email to gain access to your account.

App

Incorrect email or password

Cause

As the error message says, your email address or password is incorrect.
However, for signing in to UTokyo Zoom accounts, it is not the correct way to enter your email address and password in the normal Zoom sign-in screen https://zoom.us/signin.

Solution

Please follow the instructions below to sign in to your Zoom account in the correct way.
*The instructions vary depending on the email address you have been using.

If you are signing in with [10-digit Common ID]@utac.u-tokyo.ac.jp

From now on, please sign in following the instructions on the "Sign-in Methods for Zoom" page. In this way, you can sign in to the account that you have been using.

If you are signing in using other email addresses

Click "Forgot password?" on the sign-in screen and follow the instructions on the screen to reset the password.

In addition, in UTokyo Zoom, it is required to use a Zoom account using [10-digit Common ID]@utac.u-tokyo.ac.jp as a sign-in email address. Please follow the instructions on the "Using Zoom with Non-UTokyo Account Sign-in" page to switch to a [10-digit Common ID]@utac.u-tokyo.ac.jp account.

After switching to the [10-digit Common ID]@utac.u-tokyo.ac.jp account, sign in to your account following the instructions on the Sign-in Methods for Zoom page.

Account Lockout with Too Many Login Attempts

Error Message

Browser

Your account 0123456789@utac.u-tokyo.ac.jp is blocked for 30 minutes due to reaching the maximum 5 failed login attempts.

App

Your account has been locked due to multiple failed login attempts

Cause

As the error message says, your account has been locked for 30 minutes because of too many failed sign-in attempts.
In the meantime, you cannot sign in even if you enter the correct email address and password.

Solution

After 30 minutes, your account will be unlocked.
However, for signing in to UTokyo Zoom accounts, it is not the correct way to enter your email address and password in the normal Zoom sign-in screen https://zoom.us/signin.
Please follow the instructions below to sign in to your Zoom account in the correct way.
*The instructions vary depending on the email address you have been using.

If you are signing in with [10-digit Common ID]@utac.u-tokyo.ac.jp

From now on, please sign in following the instructions on the "Sign-in Methods for Zoom" page. In this way, you can sign in to the account that you have been using.
*You can sign in using the above method even if your account is being locked.

If you are signing in using other email addresses

In UTokyo Zoom, it is required to use an account whose sign-in email address is [10-digit Common ID]@utac.u-tokyo.ac.jp.

Please follow the instructions on the "Using Zoom with Non-UTokyo Account Sign-in" page to switch to a [10-digit Common ID]@utac.u-tokyo.ac.jp account.
*If you want to transfer data from the account that you are currently using, you need to sign in to it before starting to use a new account. Please wait 30 minutes until your account is unlocked.

After switching to the [10-digit Common ID]@utac.u-tokyo.ac.jp account, sign in to your account following the instructions on the "Sign-in Methods for Zoom" page.

Incorrect Company Domain

Error message

Browser

Invalid input parameter: domain (300)

App+Safari

Safari Can’t Find the Server
Safari can’t open the page "https://xxx.zoom.us/saml/login?from=desktop&zm-cid=xxxxxxxxxx" because Safari can’t find the server "xxx.zoom.us".

App+Google Chrome

This site can’t be reached
Check if there is a typo in xxx.zoom.us.
DNS_PROBE_FINISHED_NXDOMAIN

App+Firefox

Hmm. We’re having trouble finding that site.
We can’t connect to the server at xxx.zoom.us.
If that address is correct, here are three other things you can try:

  • Try again later.
  • Check your network connection.
  • If you are connected but behind a firewall, check that Firefox has permission to access the Web.

Cause

"Company domain", which you enter after clicking the "SSO" or "Sign in with SSO" button on the Zoom sign-in screen, is incorrect.

Solution

Enter “u-tokyo-ac-jp” as your “company domain”.
*Note that the characters before and after “ac” are hyphens, not periods.

Unable to Access the "UTokyo Zoom" Page

Error

The "UTokyo Zoom" page does not appear even though you access the UTokyo Zoom webpage https://u-tokyo-ac-jp.zoom.us/ following the steps in "Signing in from the UTokyo Account Zoom Webpage" of the "Sign-in Methods for Zoom".

Cause

This issue occurs when you are already signed in to Zoom with another account.

Solution

To sign out, go to the Zoom Web portal, click your profile picture (either your icon or the default person image) in the top-right corner, and click “Sign Out”. Then try accessing “UTokyo Zoom” again.

If this doesn’t solve the problem, try accessing the site in incognito mode.

The below is how to use incognito mode in major browsers:

Error due to Microsoft Account Conflict

Error Message

Sorry, but we’re having trouble with signing you in.
AADSTS50020: User account ‘xxx@example.com’ from identity provider ‘live.com’ does not exist in tenant ‘The University of Tokyo’ and cannot access the application ‘u-tokyo-ac-jp.zoom.us'(Zoom) in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account.

Cause

When signing in to the UTokyo Zoom account, authentication is performed using Microsoft’s service. Therefore, if you are signed in to a Microsoft account other than the UTokyo’s Microsoft account ([10-digit Common ID]@utac.u-tokyo.ac.jp), this error may occur.

Solution

  1. Access https://portal.office.com and from the icon in the upper right corner, check which Microsoft account you are currently signed in to.
  2. If you sign in to a Microsoft account other than UTokyo’s Microsoft account ([10-digit Common ID]@utac.u-tokyo.ac.jp), sign out from it.
  3. Try again Sign-in Methods for Zoom.

If you want to continue to use UTokyo’s Microsoft account together with other accounts, it is effective to use an incognito window or switch browser profiles to avoid the same error. For more detailed instructions, please refer to "Chromeで複数のMicrosoftアカウントを使い分ける (Japanese only)".

Error due to Name Character Type

Error Message

Sign in with SSO
Oops, something went wrong

Something went wrong while you tried signing in with SSO

Cause

Some users get this sign-in error because the Zoom system cannot deal with their name characters.
The problem occurs with kanji characters that are included in the Supplementary Ideographic Plane of Unicode, such as "𠮷", "𣘺", "𡈽" etc.

Solution

The administrator will provide an alternative account. Please contact the Technical Support Desk via email form.

Error due to Domain Management by UTokyo Zoom

Error Message

App

Join UTokyo Zoom’s Zoom Account
We are setting up a Business account with UTokyo Zoom.
Since your Zoom account uses an email address with "utac.u-tokyo.ac.jp", you need to choose either join the account or change to a new email address.

Browser

Update Account Information
The domain associated with your email address has been claimed by UTokyo Zoom. To retain access to your Zoom account, please select an action below. Learn More
Update Email Address
The email you indicate here will be connected to your Zoom account.

Cause

If you create a Zoom account in an incorrect way, you may get this message.
Specifically, your account has been created outside the scope of "UTokyo Zoom" managed by the University of Tokyo, even though it uses the University of Tokyo’s email address (@g.ecc.u-tokyo.ac.jp or @utac.u-tokyo.ac.jp).

Solution

You need to switch to the proper account. For specific instructions, please refer to the "Using Zoom with Non-UTokyo Account Sign-in" page.
*You can transfer data such as meetings that you have created from the account that you are currently using to the new one.

Temporary Error of UTokyo Account

Error Message

AADSTS50105: The signed in user ‘0123456789@utac.u-tokyo.ac.jp’ is not assigned to a role for the application ‘9430226a-cb69-48bb-93e4-64ffd0cb1aaf'(Zoom).

Cause

We used to get this error right after changing the UTokyo Account password.
However, this has been resolved now.

Solution

This problem should be resolved now. If you should get this error, the administrator will check it. Please contact the Technical Support Desk via email form.
As a solution to this, it frequently becomes possible to sign in by trying several times later.

Published date
Last updated date
Editor
Sae Tokunaga
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