FAQ – Iscte-Informática

How Can I Activate My Iscte Account?

Target Audience: Iscte Community

Answer / Solution:

Follow the instructions provided on the User Account page, according to your user type (provisional or permanent account).

Further Information:

Activating your Iscte account is the first step to access Iscte’s digital services. The process is straightforward but includes important security and recovery configurations.

During activation, you will set up the key components required for secure access:

🔑 Password Setup

- Choose a secure password
- This password will be used to log in to all Iscte services

📱Multi-Factor Authentication (MFA) (MFA)

- Configure an additional verification method (e.g., mobile app)
- This will be required during login to enhance security
- MFA setup is mandatory for accessing many services

📧 Recovery Email

- Associate a personal email address
- This email will be used to recover access in case of password reset or authentication issues
- Ensure the email is valid and accessible

After Activation

It is recommended to:

- Test access to your institutional email
- Confirm that MFA is working correctly
- Store your username and recovery details in a safe place

Proper account activation ensures secure, uninterrupted, and reliable access to all Iscte services.

See also:

- Iscte User Account (overview)
- Troubleshooting Guide

What Is the Difference Between Username and Email Address?

PT

Target Audience: Iscte Community

Answer / Solution:

The username (username) and the institutional email addressre two distinct elements of your Iscte account. Although they may look similar, they serve different and complementary purposes.

Understanding this difference is essential to:

- Avoid access issues
- Use services correctly
- Reduce common login errors

Further Information:

Iscte systems separate these two concepts because each one serves a specific purpose:

- 🔐 Authentication (System Access) → Username
  - - The username, together with the password, is used to verify your identity
    - It is required when logging into systems and platforms
- 📧 Communication (Messaging) → Email Address
  - - The email address is used to send and receive messages
    - It is your official communication channel with people and services
- This distinction improves security and ensures better organization of services.

Common Mistakes:

- Trying to log in using the email address when the system requires the username
- Entering only part of the username (without @iscte-iul.pt)
- Confusing contexts (login vs. sending emails)
- Even if they look similar, not all systems accept both formats.

Best Practices:

- Always use the full username (xxxx@iscte-iul.pt) when logging in
- Do not assume the username and email are the same
- Check carefully which one is being requested

If you encounter a login error, ask yourself:

- “Am I using the correct username, or mistakenly using my email address?”
- This simple check resolves a large number of access issues.
- If in doubt, test your authentication here: https://login.iscte-iul.pt

See also:

- Iscte User Account (overview)
- E-mail (overview)
- Troubleshooting Guide

What Is My Iscte Email?

PT

Target Audience: Iscte Community

Answer / Solution:

The institutional email address is automatically assigned to each user after activating their Iscte account. This address is unique and identifies the user in official communications.

The format depends on the type of user:

- Students → firstname_lastname@iscte-iul.pt
- Employees → firstname.lastname@iscte-iul.pt

Further Information:

The institutional email is the main official communication channel at Iscte. Through it, users receive:

- Academic communications (schedules, assessments, notifications)
- Administrative and institutional information
- Announcements, notices, and events

Regularly checking your Iscte email is essential to ensure you do not miss any important information. Although they may look similar, the username and institutional email are not exactly the same.

Common Email Access Issues:

- Incorrect credentials
- Application configuration issues
- Pending multi-factor authentication (MFA)

Best Practices

- Check your email regularly
- eep your mailbox organized
- Be alert to suspicious messages (phishing)
- Prefer using Outlook for better compatibility

See also:

- Iscte User Account (overview)
- E-mail (overview)
- Troubleshooting Guide

What Is My Username?

PT

Target Audience: Iscte Community

Answer / Solution:

The username is the unique identifier assigned to each user within Iscte systems.

- It is used to authenticate and access institutional services.
- In general, the username follows this format: xxxxx@iscte-iul.pt
- Example:
  - For a user named Xisto Ximenes, the username would be: xxnes@iscte-iul.pt
  - This format must always be used in full, including the domain @iscte-iul.pt.

Further Information:

- Many Iscte services (such as email, Microsoft 365, VPN, and academic platforms) rely on centralized authentication systems. In these cases, the system requires the full username to correctly identify the user.
- Common causes of access issues:
  - Entering only part of the username (e.g., xxnes)
  - Using an incorrect or incomplete format
  - Confusing the username with the email address
  - These mistakes prevent the system from recognizing the user, resulting in login failures.
- Best Practices
  - Always use the full username (xxnes@iscte-iul.pt)
  - Avoid relying on browser autofill
  - Double-check the username before trying again
  - If in doubt or if access issues occur, it is recommended to test the login directly at login.iscte-iul.pt

See also:

- Iscte User Account (overview)
- Troubleshooting Guide

Público Alvo: Comunidade Iscte

Resposta/Solução:

O nome de utilizador é o identificador único atribuído a cada utilizador nos sistemas do Iscte.

- É através deste identificador que o utilizador se autentica e acede aos diferentes serviços institucionais.
- Regra geral, o nome de utilizador tem o seguinte formato: xxxxx@iscte-iul.pt
  - Exemplo: o nome de utilizador da pessoa Xisto Ximenes é xxnes@iscte-iul.pt
- 👉 Este formato deve ser sempre utilizado na sua totalidade, incluindo o domínio @iscte-iul.pt.

Informação Adicional:

- Muitos serviços do Iscte (como email, Office 365, VPN ou plataformas académicas) utilizam sistemas de autenticação centralizada. Nesses casos, o sistema necessita do nome de utilizador completo para identificar corretamente a pessoa.
- Uma das causas mais comuns de falhas de acesso:
  - É introduzir apenas parte do nome de utilizador (ex.: xxnes).
  - Usar um formato incorreto ou incompleto
  - Confundir o nome de utilizador com o endereço de email
- 👉 Estes erros impedem o sistema de reconhecer o utilizador, resultando em falhas de login.
- Boas práticas
  - Utilizar sempre o nome de utilizador completo (xxnes@iscte-iul.pt)
  - Evitar confiar no preenchimento automático do navegador
  - Confirmar o usernamenome de utilizador antes de tentar novamente
- 👉 Em caso de dúvida ou problemas de acesso, recomenda-se testar o login diretamente em https://login.iscte-iul.pt

Consulte também:

- Conta de Utilizador do Iscte (visão geral)
- Conta de Utilizador – Guia de Resolução de Problemas

What is an Iscte User Account?

PT

Target Audience: Iscte Community

Answer / Solution:

An Iscte user account represents the official digital identity of each member of the academic community. Through this account, users can securely identify and authenticate themselves across institutional systems.

With this single account, users can centrally access a wide range of services, including:

- Institutional email
- Microsoft 365 tools (Outlook, Teams, OneDrive, etc.)
- Academic and administrative platforms (Moodle, Fénix, internal portals)
- Network services (Eduroam Wi‑Fi, VPN)

In practical terms, the account acts as the gateway to the entire Iscte digital ecosystem, providing secure and unified access to all essential services.

Further Information:

See also:

- Iscte User Account (overview)
- Troubleshooting Guide

What are call captures codes?

PT

Target Audience: Iscte Employees.

Answer/Solution:

Call captures codes codes allow you to answer calls directed to other extensions within your team or unit, improving call handling efficiency.

Further Information:

See also:

- VoIP (overview)
- Troubleshooting Guide

Can I use VoIP outside campus?

PT

Target Audience: Iscte Employees.

Answer/Solution:

Yes. As long as you have:

- Internet access
- A configured device or application

you can make and receive calls from anywhere.

Further Information:

See also:

- VoIP (overview)
- Troubleshooting Guide

Público Alvo: Trabalhadores do Iscte

Resposta/Solução:

Sim, desde que tenha Internet e um dispositivo configurado.

Informação Adicional:

Consulte também:

- VoIP (visão geral)
- Guia de Resolução de Problemas

Where can I find my VoIP credentials?

PT

Target Audience: Iscte Employees.

Answer/Solution:

Your VoIP credentials are individual and available in Fénix:

- Personal area
- Contacts section
- VoIP information linked to your extension

Further Information:

VoIP can be used on various devices, including computers, smartphones and dedicated VoIP phones.

See also:

- VoIP (overview)
- Troubleshooting Guide

How do I use a Cisco IP phone?

PT

Target Audience: Iscte Employees

Answer/Solution:

Make a call

Lift the handset or press the Speaker button
Dial the number or extension
Press Call (if required)

Answer a call

Lift the handset
Or press the Answer softkey or the blinking line button

End a call

Hang up the handset
Or press End Call

Put a call on hold

Press Hold during the call
Press Resume to return to tha call

Transfer a call

Press Transfer during the call
Dial the destination number
Press Transfer again to complete

Forward calls

Press Forward All (or similar option on screen)
Enter the destination number
To cancel, press the same option again

(Tip: Some institutional call forwarding requests must be made via the iAjuda portal)

Access voicemail

Access voicemailMessagesbutton
Follow the on-screen or audio instructions

Adjust volume

Use the volume buttons on the side of the phone

View call history

Press Applications or Recents
Browse incoming, outgoing, and missed calls

Further Information:

See also:

- VoIP (overview)
- Troubleshooting Guide

What devices can I use with VoIP?

PT

Target Audience: Iscte Employees.

Answer/Solution:

You can access the VoIP service using:

- - Computers, via softphone applications
  - Smartphones and tablets, using compatible apps
  - Cisco IP phones, installed at your workstation

IP phones provide a traditional phone experience enhanced with digital VoIP features.

Further Information:

See also:

- VoIP (overview)
- Troubleshooting Guide

What are the advantages of VoIP?

PT

Target Audience: Iscte Employees.

Answer/Solution:

VoIP provides several benefits compared to traditional telephony:

- Lower costs, as it uses existing network infrastructure
- Greater flexibility, across multiple devices
- Mobility, allowing use on or off campus
- High audio quality, depending on network conditions
- Advanced features, such as:
  - Voicemail
  - Call forwarding
  - Video calls
  - Integration with digital tools

Further Information:

See also:

- VoIP (overview)
- Troubleshooting Guide

Who can use the VoIP service at Iscte?

PT

Target Audience: Iscte Employees.

Answer/Solution:

The VoIP service is available exclusively to Iscte employees and is used as the institution’s official internal communication system. Extensions, access rights, and devices are managed by the IT department.

Further Information:

See also:

- VoIP (overview)
- Troubleshooting Guide

How to export Google Drive using Google Takeout

EN

Target Audience: Iscte Community

Answer/Solution:

Access Takeout: Go to takeout.google.com and sign in to your Google account (xnnes@iscte-iul.pt).
Select Data: Click Deselect all and look for Drive in the list.
- - Check only the box for Google Drive.
  - Click All Drive data included to select specific folders, if desired.
Set up Export: Scroll to the bottom and click Next step.
Choose Destination and Format
- - Destination: Select Send download link via email.
  - Frequency: Select Export once.
  - File type and size: Choose .zip and increase the size to 10 GB or 50 GB to avoid multiple files.
Finish: Click Create export.
- - Google will send an email with the download link, which may take hours or days, depending on the volume of data.

⚠️ If you are unable to export your data, please contact IT Support.

Further Information:

See also:

- - How to download your Google data

The print job is stuck in the print queue

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Employees

Probable Cause:

If a job is stuck in the print queue, it means it was not sent or processed correctly by the printer.

Answer/Solution:

If a job is stuck in the print queue, it means it wasn’t sent or processed correctly by the printer. Follow the steps below to solve the issue.

Check the print queue
- - On your computer, open the print queue for the printer you are using
  - Check the document’s status:
    - Paused / On hold
    - Error
  - If there are multiple jobs:
    - Identify your document
    - Check if it is blocked by a previous job
Cancel blocked jobs
- - Right-click on the document and select Cancel
  - If you cannot remove it:
    - Cancel all jobs in the queue
  - After clearing the queue
    - Wait a few seconds
    - Try printing again
Restart the print service (on the computer)
- - Close all open applications
  - Restart the computer
  - This helps clear communication errors with the printer
Check network connection
- - Confirm that you are connected to the Iscte network:
    - Eduroam Wi-Fi, network cable, or VPN
  - An unstable connection can cause transmission failures and leave jobs “stuck”
Check the printer status
- - Verify that the printer:
    - Is turned on
    - Has no errors (e.g., paper jam, low toner)
  - Physical issues may prevent the print queue from processing
Resend the document
- - After clearing the queue:
    - Reopen the file
    - Send a new print job
  - Avoid resending multiple times without clearing the queue first
Test on another Multifunction Device/Printer
- - If the problem persists:
    - Try printing on another available printer
  - This allows you to confirm whether the problem is specific to the device

If the issue persists:

If you are unable to resolve the issue, please contact IT Support and provide the following information:

- Printer name
- Location
- Document name (if possible)
- Description of the error encountered
- Screenshot of the error message (if available)

Further Information:

See also:

- Printing and Scanning (overview)
- How to install printers (Windows/macOS/Linux)
- I can’t print
- Printing a document in Word (Microsoft)
- Printing a spreadsheet or workbook (Microsoft)
- How to print PDFs correctly (Adobe)

I can’t print

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Employees

Probable Cause:

If you are unable to print, the problem is usually related to the connection, printer selection, or local settings.

Answer/Solution:

If you are unable to print, the problem is usually related to your network connection, printer selection, or local settings. Follow the steps below in order.

Check your network connection
- - Make sure you are connected to the Iscte network:
    - On campus: eduroam Wi-Fi or wired connection
    - Off campus: connection via VPN
  - Without access to the internal network, sending jobs to print will not be possible.
Confirm selected printer
- - When printing, verify that you have selected the correct printer (iscte on printers.iul.intra).
  - Pay special attention to:
    - Printers with similar names
    - Printers in other locations
  - If the wrong printer is selected, the job may not appear or may be sent to a different location.
Check printer status
- - Confirm that:
    - It is turned on and operational
    - It has paper available
    - There are no error messages on the screen (e.g., paper jam, low toner)
  - If the printer is unavailable, try using another one nearby.
Check the print queue on your computer
- - Open the print queue and check the document’s status:
    - Pending: may indicate a communication problem
    - Error: the print job failed
  - Recommended actions:
    - Cancel blocked print jobs
    - Resend the document
Restart the printing process
- - Close the document and the application (Word, PDF, etc.)
  - Reopen the file and try printing
  - If necessary:
    - Restart the computer
    - Reconnect to the network
Verify printer installation
- - If the printer iscte printers.iul.intra does not appear in the printers list:
    - It may not be installed or may be configured incorrectly
  - In that case
    - Reinstall the printer
  - Incorrect drivers may prevent printing or cause errors.
Test with another document
- - Try printing a different file (e.g., a simple PDF or Word document)
  - If it works:
    - The problem may be with the original file
  - If it doesn’t work:
    - The problem is likely a configuration or network issue

If the Problem Persists:

If you are unable to resolve the issue, please contact IT Support, providing the following information:

- Printer name (printer on printers.iul.intra)
- Location and type of device (printer or multifunction device)
- Document name (if possible)
- Description of the error observed

Further Information:

See also:

- Printing and Scanning (overview)
- How to install printers (Windows/macOS/Linux)
- The job is stuck in the print queue
- Printing a document in Word (Microsoft)
- Printing a spreadsheet or workbook (Microsoft)
- How to print PDFs correctly (Adobe)

The prints come out cropped or with incorrect colors

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Employees

Probable Cause:

This issue is most commonly caused by incorrect print settings selected on the computer before sending the job to the printer.

Answer/Solution:

Before printing, carefully verify:

- - Print type
    Make sure you selected color or black‑and‑white printing as intended. Documents sent in black‑and‑white mode will not print in color, even on color multifunction printers.
  - Paper size
    Ensure the selected paper size (A4 or A3) matches the paper loaded in the printer. A mismatch can cause parts of the document to be cut off or printed outside the printable area.
  - Print mode
    Check whether printing is set to single‑sided or duplex (double‑sided). Certain layouts combined with duplex printing may affect margins and page layout.
  - Print preview
    Whenever possible, use the print preview option to confirm that the document is correctly positioned on the page.

Incorrect settings are one of the most common causes of cropped documents, unexpected colors, or output that does not match the original file.

If the Problem Persists:

If you are unable to fix the problem please contact IT Support and provide the following information:

Printer name (printer on printers.iul.intra)
Location and type of device (printer or multifunction device)
Document name (if possible)
Description of the error observed
Screenshot of the error message (if available)

Further Information:

See also:

- Printing and Scanning (overview)
- How to install printers (Windows/macOS/Linux)
- I can’t print
- Printing a document in Word (Microsoft)
- Printing a spreadsheet or workbook (Microsoft)
- How to print PDFs correctly (Adobe)

The Iscte card is not recognized by the printer/multifunction device. Why?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Employees

Probable Cause:

If your Iscte card is not recognized by the printer or multifunction device, the problem is usually related to card activation, registration, or reading.

Answer/Solution:

To try to fix the problem, follow the steps below.

Check the card’s position
- - Hold the card correctly against the reader (area indicated on the printer)
  - Keep the card still for a few seconds
  - Avoid covers or objects that may interfere with reading
Verify that the card is active for printing
- - The card may not be activated for use with printing services
  - In these cases, it will need to be activated by technical services
  - Without activation, the printer will not be able to link the user to the system
Confirm the card’s association with the account
- - The card must be correctly linked to your institutional account
  - If it was recently issued or replaced, it may not yet be configured
Test on another printer/multifunction device
- - Try using the card on another multifunction device
  - This helps determine whether:
    - The problem is with the card
    - Or with the specific device
Check the physical condition of the card
- - Make sure the card:
    - Is not damaged
    - Shows no wear in the reading area
  - Damaged cards may not be recognized correctly

If the Problem Persists:

If, after these checks, the card is still not recognized, you should contact IT Support, providing the following information:

- Username (e.g., xxnes@iscte-iul.pt)
- Location and type of device (printer or multifunction device) where you tried to use the card
- Description of the problem
- Photo of the error message (if possible)

Further Information:

See also:

- Printing and Scanning (overview)
- Iscte ID Card (Employees)

I can’t scan to email. What should I check?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Employees

Probable Cause:

If you are unable to scan documents to your email from a multifunction printer, the problem is usually related to authentication or linking the card to your account.

Answer/Solution:

To try to fix the problem, follow the steps below.

Confirm authentication on the multifunction printer
- - Make sure you have logged in correctly:
    - With your Iscte card
  - If authentication is not successful, the email will not be sent
Check the status of your Iscte card
- - Confirm that your card is active and functional
  - If the card is not activated or is malfunctioning, the printer will not allow the operation
Confirm association of the institutional email
- - Verify that your institutional email is correctly configured and associated with your account
    - If the email is not associated
    - The scan will not be sent
Check messages on the printer screen
- - After attempting to scan, check for any messages:
    - Authentication error
    - Sending failure
    - Network problem
  - These messages help identify the cause of the problem
Confirm receipt of the email
- - Check your mailbox:
    - Inbox
    - Spam/Junk
  - In some cases, emails may be automatically filtered
Repeat the process or try another printer
1. - Try again on the same multifunction printer
  - If possible, use another multifunction printer
  - This helps determine whether the problem is with the device or the account

If the Problem Persists:

If, after performing these checks, you are still unable to scan to email, please contact IT Support and provide the following information:

- Printer name (printer on printers.iul.intra)
- Location and type of device (printer or multifunction device)
- Description of the error observed
- Photo of the error message displayed (if available)

Further Information:

See also:

- Printing and Scanning (overview)
- Iscte ID Card (Employees)
- How can I scan documents?

How do I scan documents?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Employees

Answer/Solution:

To scan documents on an Iscte multifunction printer, follow the steps below.

Log in to the multifunction printer
- - Swipe your Iscte card on the multifunction printer.
  - Wait for the access confirmation on the screen
Select the scan type
- - After logging in, select one of the options available on the screen:
    - Scan-to-Me
      - Recommended for quick scans (documents with few pages)
      - The document will be automatically sent to your institutional email
    - Scan to Email
      - Recommended for very large documents
Place the documents
- - You can use:
    - The scanner glass – for a single page
    - The automatic document feeder (ADF) – for multiple pages.
    - Make sure that:
      - The sheets are properly aligned
      - There are no staples or objects that could damage the equipment
Configure the scan (optional)
- - You can adjust, among other options:
    - File type (PDF, image, etc.)
    - Color or black and white
    - Resolution
Start scanning
- - Press Start/Scan on the multifunction device’s control panel
  - Wait until the process is complete
Confirm the upload
- - At the end, confirm on the screen that the upload was successful
  - The document will be sent to your institutional email
Check for the file
- - Check your mailbox:
    - Inbox
    - Spam/Junk (if necessary)

If You Are Unable to Scan:

If you encounter difficulties during the process, please contact IT Support and provide the following information:

- - Username (e.g., xxnes@iscte-iul.pt)
  - Location where you attempted to scan
  - Description of the problem
  - Screenshot of the error message (if possible)

Further Information

See also:

- Printing and Scanning (overview)
- Iscte ID Card (Employees)
- I can’t scan to email. What should I check?

Error when printing in Windows using a PIN, Face ID, or fingerprint (Windows Hello)

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Employees

Probable Cause:

If you are using Windows Hello (PIN, facial recognition, or fingerprint) and an error occurs when printing, this behavior is usually associated with a Windows authentication issue.

There is a known limitation where Windows Hello may not correctly provide the credentials required for printing, causing failures when sending the job to the printer.

Answer/Solution:

Follow the procedure described in Printing Error – Windows Hello

If the Problem Persists:

If you are still unable to print, please contact IT Support and provide the following information:

- Device used (laptop, desktop)
- Printer name (iscte on printers.iul.intra)
- Location and type of device (printer or multifunction device)
- Authentication method (PIN, face, fingerprint)
  Description of the error observed
- Screenshot of the error message displayed (if available)

Further Information

See also:

- Printing and Scanning (overview)