If you encounter any issues while using NTU COOL, please feel free to contact us through the following methods
Support email: ntucool@ntu.edu.tw
When emailing us, we recommend using the email account you use to log in to NTU COOL, and providing your name, course name, the page where the issue occurred, and relevant screenshots to help us identify the situation more quickly. If you’re unable to clearly describe the issue, you can also use “AI Consultation” to let the AI support assistant help clarify the cause first and draft a message to customer service
Support phone: 02-3366-3367 ext. 594
Service hours: Monday to Friday 08:30–12:30, 13:30–17:00. Service is suspended on weekends and public holidays.
NTU COOL AI Customer Service
NTU COOL AI Customer Service is coming soon, stay tuned
General Questions
Select according to your role to find answers quickly
How can I view courses from last semester / previous semesters?
Courses from previous semesters are categorized by the system as “Past Enrollments.”
Steps:
Click “Courses” in the left sidebar.
Select “All Courses” at the top of the menu.
Scroll down to the “Past Enrollments” section at the bottom of the page to view all completed courses.
I successfully enrolled in a course this semester—why doesn’t it appear on NTU COOL?
If you have successfully enrolled in a course but cannot find it in your NTU COOL course list, the common reasons are listed below. It is recommended that you check them in order.
Reason 1: The enrollment list has not yet been imported
Course enrollment data is imported from the Office of Academic Affairs course selection system. During the add/drop period, the enrollment list is updated daily. NTU COOL synchronizes with the database at 09:30, 13:30, and 19:30 each day.
Suggestion: First, check “Course Enrollment Results” to confirm that you are officially enrolled. Then, wait for the next synchronization update (or the next working day after enrollment) and log in again or refresh the page to check.
Reason 2: The instructor has not yet created the NTU COOL course site
Please visit the NTU Course Information website ↗ to look up the course and check whether the “Course Website” column displays the NTU COOL icon. If the icon is not shown, it means the instructor has not yet created the course site or does not use this platform.
Suggestion: Contact the course instructor or TA to confirm whether NTU COOL will be used for the course.
Reason 3: The instructor has created the NTU COOL course site but has not published it yet
If the NTU Course Information website ↗ shows the NTU COOL icon but you still cannot see the course, it is usually because the instructor has not clicked “Publish.”
Suggestion: Since publishing a course site is an instructor-only permission, you may email the instructor or TA to ask about the publication schedule if you wish to view the course content earlier.
Still cannot resolve the issue?
Please email to ntucool@ntu.edu.tw and provide the course name, course code, and class section. We will assist you as soon as possible.
“Dashboard” shows courses from other semesters. How can I display only the courses I’m taking this semester?
The system usually removes courses from previous semesters from the “Dashboard” a few days after the semester ends and before the next semester begins. However, if a course’s end date has been extended at the instructor’s request, it may still appear in the published course list. It is recommended to use the “star (pin)” feature to control which courses are shown in the Dashboard.
Steps：
Click “Courses” → “All Courses.”
Find the star icon to the right of the course.
A filled star means the course is displayed in the Dashboard; click it to turn it into an empty star to remove the course from the display.
How do students from the tri-university alliance / non-NTU students log in to NTU COOL?
P.S. For registration steps after non-NTU students receive the invitation email, please refer to the instructions in this document ↗.
Students from the Tri-University Alliance (NTNU / NTUST)
Please first confirm that you have successfully enrolled in the course through your home university’s course selection system. After the exchange of enrollment lists among the three universities, the system will send a “Course Invitation Email” to your official student email address:
NTNU: studentID@ntnu.edu.tw NTUST: studentID@mail.ntust.edu.tw Important Notice: Please do not use XXX@g.ntnu.edu.tw or XXX@gapps.ntnu.edu.tw, as these are not official university email accounts. If your official school email account is unavailable, please contact your university’s IT center.
Students Outside the Tri-University Alliance (Inter-University Course Enrollment)
Please email to ntucool@ntu.edu.tw, CC the course instructor, and attach your proof of enrollment and school email address. We will manually assist you in joining the course.
I want to register my course enrollment intention on NTU COOL. How do I do that?
Why is the displayed name on NTU COOL different from my name? How to change the name on NTU COOL after I modify my name?
Names displayed on NTU COOL are synchronized by default with data from the Office of Academic Affairs or the Computer and Information Networking Center (CINC). If you need to change your name, please email to ntucool@ntu.edu.tw and attach one of the following as proof: a student ID, ePo, or a screenshot of your MyNTU page.
Important Notes:
The Chinese and English names on NTU COOL are primarily retrieved from the Student Records Database of the Office of Academic Affairs or from CINC records.
If the source data has not been updated, making changes only within the NTU COOL system may result in your name being reverted to the original data during future synchronizations.
May I download the course video from NTU COOL?
The course videos belong to the teacher’s intellectual property and are protected by Copyright Act. Therefore, the NTU COOL platform does not provide a course video download function.
If students need to download videos for learning, it is recommended that students explain the reason to the teacher and ask the teacher if they can provide video files for students to learn and use. Students can also suggest that the teacher store the videos in cloud space such as Google Drive, NTU Space or upload them to YouTube for students to use.
Can I still log in to NTU COOL after graduation? Will my data be retained?
NTU COOL uses the CINC SSO 2.0 service for login. Due to restrictions of the CINC system, students can no longer use their CINC accounts to log in to SSO 2.0 services after graduation. If you still need to access NTU COOL after graduation, please complete this form ↗.
Important Notes:
Starting from the 114 Academic Year, NTU COOL will implement a “seven-year course data retention” policy. Course data older than seven years will be periodically deleted. If you need to download files, please refer to the user manual ↗ for instructions.
Why does it consistently display ‘Auditor’ instead of ‘Student’ in the course?
If you are a student at NTU
The NTU COOL system updates the student list every day during the add/drop period. If you confirmed your enrollment in the course, the “auditor” status will automatically change to “student” after the update of the list.
If you are a student from the NTU System (NTNU, NTUST):
The system importing of the student list from the NTU System needs to wait for 3 to 5 days, the role will automatically change to a “student” once the list is imported.
• If you are a student at NTNU, please check the email: studentID@ntnu.edu.tw • If you are a student at NTUST, please check the email: studentID@mail.ntust.edu.tw For more details about the NTU system student account, please refer to this document ↗.
If you are a non-NTU System student:
Please send an email to ntucool@ntu.edu.tw, including your “enrollment proof” and “NTU COOL registered email address.” The NTU COOL operation team will assist you in changing your status to “student.”
How to contact course members? (teaching assistants, teachers, or classmates)
You can compose a new message in NTU COOL’s Inbox to contact course members. The email will also be sent to the recipients’ NTU mail accounts.
Steps:
Click Inbox.
Click the pencil icon at the top right to Compose New Message.
From the Course dropdown menu, select the course name.
Click the Contacts icon to choose recipients.
Enter the subject and message content (you can attach files using the paperclip icon).
If you check “Send individual messages to each recipient”, the system will send multiple emails, each to a single recipient.
Click Send.
What should I do if I cannot upload files to the discussion board?
File upload rules in the discussion board are as follows:
Files uploaded in graded discussions → do NOT count toward personal storage.
Files uploaded in ungraded discussions → DO count toward personal storage.
If you cannot upload a file, please check the following:
Compress the orignal file
If the discussion is a graded discussion, it is treated as an assignment in NTU COOL. The file size limit per upload is 2GB. If your file exceeds this limit, compress it into a ZIP file before uploading.
Manage personal storage space
If the discussion is ungraded and you cannot upload files, it is usually because your personal storage has reached its limit.
The storage limit for the personal “Files” area in NTU COOL is 524.3 MB. Please organize your files by backing up and deleting large, unnecessary files (especially non-assignment files), then try uploading again.
Note: It is not recommended to delete previously submitted assignments to avoid losing important records.
For details, refer to the manual: uploading, downloading, moving, renaming, and deleting files ↗.
Share via cloud links
You may upload files to cloud storage (e.g., NTU Space ↗ or Google Drive) and enable access permission such as “Anyone with the link can view.” This helps avoid upload failures due to large file sizes.
How to Merge Courses?
Please have the “teacher” send an email or the “TA” send an email with a copy to the teacher to ntucool@ntu.edu.tw. Please include “Course Name,” “Curriculum Number,” and “Class Section” of the courses you wish to merge in the email. The NTU COOL operation team will assist in merging the courses.
How to add a TA to the course?
If you are a teacher
Open the NTUCOOL course webpage.
Enter the course and click the “People” tab on the left.
Click the “+ People” button in the upper right corner of the screen.
Enter the TA’s email address, select the role as “TA,” and click “Next.”(If your TA is an NTU student or assistant, please enter their NTU mail.)
Confirm the correctness of the email and name, then click “Add Users” to include the TA in the course.
Go back to the People page to verify the successful addition of the TA to the course.The role on the right side of their account should be displayed as TA.
If you are a TA
You can follow these steps to add a teaching assistant (TA) to your course
Ask the teacher to add you as a TA to the course, following the steps outlined in section 1.
If the teacher agrees to add you as a TA but requires assistance with the process, you can email ntucool@ntu.edu.tw, specifying the “Course Name,” “Course Code,” “Class Section,” “TA’s Email Address (if you’re an NTU student, please provide your NTU email address),” and CC the Teacher. The NTU COOL Operation team will assist you in joining the course.
How do I add students from NTU, NTNU, and NTUST (the Tri-University Alliance) to my course?
Because the enrollment lists for students from the three universities are imported at a later time, instructors may first add students to the course as “Auditors” using their university email addresses.
Please note the required email formats:
NTNU: student ID @ntnu.edu.tw
NTUST: student ID @mail.ntust.edu.tw
This allows students to access course information on NTU COOL in advance. Once the official enrollment data is imported, the system will automatically change the status of students who have successfully enrolled from Auditor to Student.
Please refer to the How do I add auditors to a course? ↗ section in the user manual.
How to allow students to join the course before the student list is imported?
The students’ list on NTU COOL will be updated once a day during the course add/drop period. If it’s necessary to have students join the course more urgently, kindly ask the teacher or teaching assistant to go to the “Members” section of the course. There, they can add the students using their student ID and email address as “auditor”, allowing them to participate in the course temporarily. Once the course enrollment data is imported, the system will automatically change the status of the students who have successfully enrolled in the course to regular students.
How to change the role for student who have successfully enrolled in the course from “auditor” to “student”?
Currently, the student list in NTUCOOL is imported from the Office of Academic Affairs’ course enrollment system. Thus, teachers and TA do not have direct authority to change “auditor” to “student.”
Once a student’s course enrollment is successful, the system will automatically import the student list and update their role from “auditor” to “student” if the student registers as an auditor using the school email.
For students from institutions other than the NTU System (NTNU, NTUST), please ask them to send an email to ntucool@ntu.edu.tw and the NTU COOL operation team will assist them in changing their role to “student.”
The courses I am teaching this semester are not appearing on NTU COOL.
If a teacher does not see the courses taught this semester under ‘Courses,’ please click on the blue toolbar on the left side of the screen, select ‘+ Build Course,’ and refer to the manual How to Create a Course on NTU COOL ↗. Follow the instructions in the document to complete the course creation procedure. Your courses for this semester will then appear under ‘Courses.’
How to add people to the past enrollments?
The user interface for concluded courses becomes read-only, instructors are unable to manage members, and only administrators have the permission to do so. If you need to add members (such as instructors, teaching assistants, or auditing students) to a course from a past semester, please have the “instructor send an email” or the “TA/student send an email and cc the instructor” to ntucool@ntu.edu.tw, providing the “course name” and “course number” of the past course, as well as the “name,” “email address (Computer Center email preferred),” and “role” of the member to be added. The NTU COOL platform team will assist in adding them to the concluded course.
How to contact enrolled students?
Method1: Announcements
Click Announcements and then + Announcement.
Enter a title and description of an announcement. Use the toolbar to change font styles, add tables and videos, and insert links in the description box.
You can attach documents to an announcement by clicking Choose File.
Set your preferences from the Options menu. You can check more than one box.
If you want to post an announcement at a specific time, choose a date from the Post At calendar and enter a time. The announcement will be available in a future time.
Click Publish to publish your announcement. Click Edit if you would like to make further modifications.
Notes: All Announcements published from NTU COOL will automatically be sent a notification mail to the student’s NTU mailbox.
Method2: Inbox
Click Inbox. Click the pencil icon to write a new message.
Click the Course menu to select a course. → Click the contacts icon to select recipients. You can send a message to all your students or a few students only. →Enter the subject title. You can check the box indicating Send an individual message to each recipient if you don’t want the student to know other recipients.
You can attach files by clicking the paper clip icon.
Click Send to send the message.
Notes: All emails sent from NTU COOL will automatically be sent a notification mail to the student’s NTU mailbox
What should I do if students report that they cannot attach files in the discussion board?
Discussion boards are divided into the following two types. You may create them based on course needs and remind students of file size limits in the description:
Graded Discussions:
If a discussion is set as a graded discussion, it is treated as an assignment in NTU COOL. Files uploaded by students in graded discussions will NOT count toward their personal file storage quota. Instructors can assign a total score and grade students for this discussion.
If students cannot upload files in the discussion board, it may be because the file exceeds the single upload size limit of 2GB. Students should compress the file into a ZIP format before uploading.
For more details, please refer to the manual: Use Cases and Setup of Graded Discussions ↗.
Ungraded Discussions:
Files uploaded in ungraded discussions will count toward the student’s personal storage quota. Therefore, the upload limit is determined by the remaining space in the student’s personal file storage (maximum: 524.3 MB).
If a student’s storage is full, they may be unable to upload files. To avoid large files occupying too much personal storage, students are advised to upload files via cloud links when participating in ungraded discussions.
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