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Iscte Card – Troubleshooting Guide

PT

This guide helps you resolve the most common issues relating to your Iscte card. Please follow the steps below before contacting Support.

1. The Iscte Card is not working

  1. Confirm card activation
    • Access Fénix+ and check if the card is active
    • Permanent cards require manual activation
  2. Check the physical condition of the card
    • Inspect for bends, wear, or damage
    • Confirm it has not been exposed to magnets or heat
  3. Use the reader correctly
    • Hold the card near the reader for 1–2 seconds
    • Avoid quick movements or pulling it away immediately
  4. Test in another reader or location
    • Door, room, or different equipment
    • Helps identify whether the issue is local or with the card

⚠️ If the card does not work ➡️ Escalate to IT Support.

2. Attendance Registration Error (Students)

1. Confirm that the check-in was made within the valid time period

    • Attendance is only recorded if the card is presented to the reader within the allowed time frame (typically around 10 minutes before the start of the class until a few minutes before the end).
    • Check-ins outside this period are not considered valid.

2. Ensure the correct reader was used (inside the room)

    • There are different readers for room access (door) and for attendance registration (inside).
    • Attendance is only valid when recorded on readers installed inside the classroom, auditorium, or laboratory.

3. Confirm the record in Fénix+ after a few minutes

    • The system may not update immediately.
    • Wait a few minutes and check again in Fénix+ before concluding that attendance was not recorded.

4. Check the physical condition of the card and the reading process at the time

    • Even when the reader shows a green light, occasional failures may occur.
    • Confirm that:
      • The card is in good condition (no damage or wear)
      • The card was presented correctly and for a sufficient amount of time
      • There was no interference (e.g., other nearby cards or devices)

⚠️ If the card does not work ➡️ Escalate to IT Support.

3. Door Opening Error

1. Confirm you have access permissions to the area

    • Check with the relevant services that you have the necessary permissions
    • Not all rooms are available to all users
    • 👉 Access depends on your profile (student, faculty, staff) and the unit you are associated with

2. Verify that access is valid at the given time

    • Some access permissions are limited to specific periods (e.g., academic hours or working hours)
    • Outside these periods, the card may not allow the door to open

3. Use the correct reader (door vs. attendance)

    • Make sure you are using the access control reader located next to the door
    • ❌ Readers inside rooms are intended for attendance registration and do not open doors

4. Bring the card correctly near the reader

    • Keep the card close to the reader for 1–2 seconds
    • ❌ Moving it too quickly may prevent proper reading

5. Test on another equivalent door

    • If possible, test the card on another door of the same type
    • This helps determine whether the issue is with the reader or the card

6. Check the physical condition of the card

    • Ensure the card is not bent, damaged, or worn, as this may affect the RFID chip reading
    • 👉 Consider replacing the card (in case of physical damage)

⚠️ If the card does not work ➡️ Escalate to IT Support.

4. Printing or Scanning Error

1. Confirm card activation

    • The card must be active in Fénix+ to be recognized by the printing systems
    • Without activation, the equipment cannot associate the card with the user, preventing access to printing or scanning features

2. Present the card correctly to the equipment reader

    • Place the card near the RFID reader and keep it there for 1–2 seconds
    • Avoid quick movements or removing the card too soon, as this may prevent a proper reading

3. Confirm permissions and available balance

    • Some printing services require:
      • System access permissions
      • Available balance (when applicable)
    • 👉 If there is no balance or permissions, authentication may fail or not allow you to log in to the device

4. Test another printing/scanning device

    • Use another device on campus to check whether the issue is specific to one piece of equipment (faulty or temporarily unavailable reader) or to the card itself

5. Check the physical condition of the card

    • Confirm that the card does not have:
      • Bends or cracks
      • Excessive wear
      • Visible damage
    • 👉 The internal RFID chip may stop working properly even without visible damage, which is one of the most common causes of authentication failure

⚠️ If the card does not work ➡️ Escalate to IT Support.

5. RFID Reader Shows a Red Light

1. Confirm card activation

    • One of the most common reasons for a continuous red light is that the card is not active or not correctly associated with the account
    • Access Fénix+ and check whether the card is active and valid. Without this activation, the system cannot recognize the user

2. Check access permissions

    • The red light may indicate an attempt to access a feature, space, or equipment for which you are not authorized
    • Confirm that you have the appropriate permissions and that you are using the card in the correct context (e.g., classroom, laboratory, or specific service)

3. Test on multiple readers or devices

    • Use the card in different locations (doors, rooms, or printers) and observe the behavior:
      • ✅ Works in other locations → the issue may be with a specific reader or device
      • ❌ Fails in all locations → the issue is likely with the card or account
    • 👉 This step is essential to isolate the source of the problem

4. Use the card correctly on the reader

    • ✅ Bring the card steadily close to the reader and keep it there for 1–2 seconds
    • ❌ Avoid quick movements, removing the card too soon, or passing it multiple times in succession, as this may prevent proper reading

5. Check the physical condition of the card

    • Carefully inspect the card and confirm that there are no:
      • ❌ Bends or deformations
      • ❌ Deep scratches or excessive wear
      • ❌ Damage to the edges or surface
    • 👉 The internal RFID chip may be damaged even without visible external signs — this is one of the most common causes of this type of failure

6. Avoid interference during reading

    • When using the card, avoid placing it close to:
      • Other cards
      • Mobile phones
      • Metal objects
    • 👉 These elements may interfere with the RFID signal and prevent proper detection

⚠️ If the card does not work ➡️ Escalate to IT Support.

6. Escalate to Support

Following the steps described above allows most issues to be resolved without needing to contact support. However, if the situation persists, you should contact IT Support, providing the following information:

    • 📍 Location (classroom/auditorium/laboratory)
    • 🕒 Date and time of the incident
    • 📝 Description of the problem (e.g., damaged card or RFID chip failure, permission issues or account configuration problems, system or reader malfunction)

7. Frequently Asked Questions