ITS HelpDesk

The ITS HelpDesk provides technology support to the University of Louisville community. If you need assistance accessing your university accounts (ULink, for example), unlocking your password, accessing our wireless systems, computer repairs on University purchased equipment, or more, we can help. There are multiple ways to contact us:

Link to Live Chat

LiveChat
Our online, direct communication with an ITS specialist. See our hours of operation.

call 1-502-852-7997

Phone
Call us! (502) 852-7997. Our ITS support team can help. See our hours of operation.

Link to ULservices

Online
Service Catalog is available 24/7. Order services, make a request or submit an incident.

iTechConnect 1:1
Drop-in to our MITC lower level location on the Belknap Campus M-F, 8am – 5pm for personalized, one-on-one technology help. On the HSC, Bldg A room 104, trained staff available for walk-up device services M,W,Fs 10am – 2pm.

LIVE CHAT AND PHONE HOURS

Monday through Thursday: 6am - 10pm
Friday: 6am - 5pm
Saturday: 7am - 5pm
Sunday: 10am - 10pm
University Holidays: 7am - 5pm
Thanksgiving Day: Closed
Day after Thanksgiving: Closed                         
Christmas Day: Closed

If you have an emergency during off hours, call the HelpDesk to be transferred to an on-call technician, or leave your request on voicemail. Your call will be returned the next day starting at 7am unless you specify a time.

Contact our team with questions about your university phone or place a work order for service.
If you are unable to send emails from your university account, it is possible that functionality has been disabled for security reasons. Please check to see if you’ve received an email from us (helpdesk@louisville.edu) stating that your account was compromised. The procedures for reinstatement are available in our Knowledge Base or contact us through the options above.
Not finding what you need? We also offer Technology Support, Classroom Support, Desktop, Laptop and Tablet Support, and additional self-help information in our Knowledge Base.
For increased security, UofL has changed authentication methods for email accounts. Some mobile devices will not be able to directly access UofL email using prior methods. However, on mobile devices, any operating system previous to iOS 11 will NOT work with Microsoft’s modern authentication. And on computers, any Mac with operating system previous to OS 10.14 (Mojave) cannot support modern authentication. The operating system will need to be upgraded OR use the web access at outlook.office365.com.

Suggested actions for iPhone or iPad:
  1. Delete the account on phone. Recreate account.
    1. Go to Settings. Scroll down to "Passwords and Accounts" (if you do not have this listed, on iPhones go to Mail).
    2. On the list of accounts, scroll to your UofL account (possibly named Exchange), select. Then scroll to the bottom and select "delete account" in red.
    3. Confirm that you want to delete the account from iPhone or iPad.
    4. Return to the list of accounts and scroll to the bottom to select add account.
    5. From the list of the types of accounts, chose Microsoft "Exchange" account.
    6. Enter your UserID email address (abcdef01@louisville.edu) and under description, you can leave the default or give it another name.
    7. Select Next at the top right.
    8. It will ask you to sign in or manual configure. Chose SIGN IN.
    9. Sign in with your UofL password. When you are prompted, select Save.
When complete, check your email.
If this does not work, please contact the ITS HelpDesk directly, 852-7997.
Having an issue? Need to report a technology problem or outage? Submit the details directly to one of our service teams.
Bomgar is a screen sharing tool that allows our ITS HelpDesk technicians to remotely connect to your computer or system. If instructed, start a Bomgar session to allow this support solution to begin.
Simply drop by our iTechConnect location on the Belknap Campus or contact us about an appointment for personalized, one-on-one services. We can answer your questions about technology and provide information about ITS services, free-of-charge to current faculty, staff and students. Bring your laptop, device or use one of our computers. We're happy to help walk-ins at our MITC lower level location on the Belknap Campus M-F, 8am – 5pm and on the HSC, Bldg A room 104, for walk-up device services M,W,Fs 10am – 2pm.
ITS has compiled a listing of recommended desktop and laptop configurations. If you would like assistance with purchasing, please consult our Desktop Support specialists.