Networks and Connectivity – Page 4

Why can’t I connect to eduroam?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Probable Cause:

There are several common reasons why you might be unable to connect to eduroam, including:

- Incorrect or outdated password
  If Iscte’s institutional password has been changed recently, you must update this information on all devices where eduroam is configured.
- Incorrectly entered username
  The username must always be entered in its full format (e.g., xxnes@iscte-iul.pt). Omitting the domain will prevent authentication.
- Outdated or incorrect eduroam configuration
  Outdated configurations, especially following security changes or operating system updates, can cause connection failures.
- Incorrect device date and time
  An incorrect date or time on the device may prevent the validation of the security certificates used by eduroam.

Answer/Solution:

Remove the existing configuration.
Reconfigure the connection to eduroam.

If the Problem Persists:

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

- Description of the problem (e.g., forgotten password, locked account, error message)
- Device(s) and operating system(s) used (optional, but helpful)

Further Information:

See also:

What should you do if you forget your login credentials?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

If you forget your username or institutional password, you must reset your credentials through Iscte’s IT services.

Until your credentials are restored, you will not be able to access eduroam or other Iscte digital services.

⚠️ After changing your password, we recommend updating your eduroam settings on all devices where it is configured.

If the Problem Persists:

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

- Description of the problem (e.g., forgotten password, locked account, error message)
- Device(s) and operating system(s) used (optional, but helpful)

Further Information:

See also:

What credentials should I use to access eduroam?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

To access eduroam, you must use your Iscte institutional credentials—that is, the username and password associated with your institutional account (e.g., xxnes@iscte-iul.pt).

- These credentials are the same ones you use to access Iscte’s digital services, such as institutional email, academic platforms, and other internal systems.
- The credentials allow for secure authentication both on the Iscte campus and at other institutions participating in eduroam, in Portugal or abroad.

⚠️ If your credentials are incorrect, expired, or inactive, you will not be able to access eduroam; you will need to update them or contact the IT Support.

Further Information:

See also:

Can I use eduroam outside of Iscte?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

Yes. Iscte users can use eduroam at any participating institution, in Portugal and abroad, using their Iscte credentials. There is no need to create new accounts or request temporary access.

- Whenever you are at a university, institute, or research center participating in eduroam, your device can automatically connect to the network, provided it is correctly configured.
- This service facilitates academic mobility, allowing secure Internet access during classes, conferences, exchanges, research missions, or other academic activities.

Similarly, users from other participating institutions can also use eduroam when visiting Iscte campuses, using the credentials from their home institution.

Further Information:

See also:

- Wireless Network (overview)
- In which countries and institutions is eduroam available?

In which countries and institutions is eduroam available?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

Eduroam is available at thousands of higher education and research institutions in more than 100 countries across all continents. The network is used by universities, polytechnic institutes, research centers, libraries, and other organizations related to education and science.

Thanks to this global reach, members of the Iscte academic community can automatically connect to the Internet at participating institutions in Portugal and abroad, using their Iscte institutional credentials. Likewise, visitors from participating institutions can access the wireless network at Iscte through eduroam.

Further Information:

See also:

- Wireless Network (overview)
- You can view the updated list of countries and institutions participating in the eduroam network at: eduroam.org/where

What is eduroam?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

Eduroam (education roaming) is an international wireless Internet access service created for the academic and scientific community. It allows students, teachers, researchers, and staff to connect securely and automatically to the wireless network of participating institutions, using only their original institutional credentials.

The main objective of eduroam is to facilitate academic mobility, allowing Internet access not only at the home institution but also at thousands of universities, research centers, and other entities in over a hundred countries. Authentication is done securely, ensuring the protection of communications, without the need to create temporary accounts or request local credentials.

At Iscte, eduroam is the recommended wireless network for Internet access, both for the internal community and for visitors from other participating institutions.

Further Information:

See also:

Who can use eduroam at Iscte?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

All members of the Community, namely students, faculty, researchers, technicians, and other collaborators, provided they have active credentials.

Additionally, users from other institutions that are part of eduroam, national or international, can access this network using the credentials of their home institution.

Further Information:

See also:

How do I find the IP address of a Windows computer?

Atualizado/Updated: 2026-05-12

PT

Target Audience: Iscte Community

Answer/Solution:

Select the Ethernet Network icon > and then the Ethernet network connection (in this example, contoso.com).
Select the network connection “Ethernet“.
In Properties, look for the IP address listed next to IPv4 Address.

Further Information:

- Click here

What is Voice over IP?

Atualizado/Updated: 2026-05-25

PT

Target Audience: Iscte Employees.

Answer/Solution:

VoIP (Voice over Internet Protocol) is a technology that allows users to make voice calls over the Internet instead of using traditional telephone lines. Voice is converted into digital data, transmitted over the network, and converted back into sound at the destination.

Further Information:

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

See also:

- VoIP (overview)
- Troubleshooting Guide

Can I access b-on from my home?

Atualizado/Updated: 2026-05-12

PT

Target Audience: Iscte Community

Answer/Solution:

- It is possible to access b-on outside Iscte via VPN (Virtual Private Network).

Further Information:

- Here’s how to set up and use Iscte’s VPN.

I can’t connect to the VPN because I can’t use the MFA app. What should I do?

Atualizado/Updated: 2026-05-13

PT

Target Audience: Iscte Community

Answer/Solution:

If you can’t connect to the VPN because you can’t access or use the MFA app (e.g. Okta Verify), check if:

- You have changed your phone or personal device.
- The Okta Verify app (or another authentication app, such as Google Authenticator) has been uninstalled.
- If the problem persists, please contact IT Support.

Further Information:

- Click here

How do I resolve the ‘Connection failed’ error?

Atualizado/Updated: 2026-05-13

PT

Target Audience: Iscte Community

Answer/Solution: If you have MFA configured and you get the error ‘Connection Failed’ as shown in the image below:

You should do the following:

For Windows computers, you’ll need to make sure you’ve installed the correct version of the 32/64-bit VPN.
Check that you don’t have the IP and DNS configured manually (e.g. 8.8.8.8 or 8.8.4.4).
If you have antivirus software, we recommend disabling pop-up blocking in your browser. Or choose another browser as your default.
Alternatively, uninstall the VPN (GlobalProtect):
– Windows – Through the Control Panel > Select Programs > Programs and Features and, after uninstalling, restart the computer. Then install and configure the VPN again.
– MacOS – Run globalprotect Setup > continue/next> select ‘Uninstall GlobalProtect.’ After uninstalling, restart the computer. Then install and configure globalprotect (VPN) again.
Check your device’s processor. If you have an ARM processor, you should remove the installed version, restart the computer and install the version from this link.

Further Information:

- Click here

How do I install a VPN on a Mac with an old version of macOS?

Atualizado/Updated: 2026-05-12

PT

Target Audience: Iscte Community

Answer/Solution: If your MacOS operating system is older than Bing Sur 11.7.10, you must use the following file to install the VPN: GlobalProtect(old).pkg

Further Information: Before installation, you must uninstall GlobalProtect by following these steps:

Run GlobalProtect Setup and click Continue/Next.
Select the ‘Uninstall GlobalProtect’ option and complete the process.
Restart the computer.
Install the VPN again using the file GlobalProtect(old).pkg.

TIP: Do not update the VPN after installation, as this could prevent it from working.

Further Information:

- Click here

How to install VPN on a device with an ARM CPU?

Atualizado/Updated: 2026-05-12

PT

Target Audience: Iscte Community

Answer/Solution: If you are going to install the GlobalProtect VPN on a device with an ARM processor (e.g. Snapdragon), you will need to use the version compatible with this system.

- For this purpose, download and install the following file: GlobalProtectARM64-6.3.3.1-634.msi

Further Information:

- Click here