Services – Iscte-Informática

How to remove an old eduroam profile on macOS?

Target Audience: Iscte Community (macOS users)

Description:
If you are unable to connect to the eduroam network on a Mac that was previously used at another educational institution, there may be an old eduroam profile associated with that institution. This profile may prevent authentication using your Iscte credentials.

Answer/Solution:

1. Check whether the computer was used at another institution
Verify whether the Mac has previously been connected to the eduroam network at another university or organization. macOS may retain an old configuration profile containing credentials from another institution, preventing connection using your Iscte account.

2. Remove the old eduroam profile

From the Apple menu, select System Settings > Select General > Open Device Management
In the list of profiles, locate an eduroam profile associated with another institution
Select the eduroam profile
Click the (-) button next to the (+) button to remove the profile
Confirm the removal if prompted

3. Restart the computer

4. Set up the eduroam network again
After restarting the computer, reconnect to the eduroam network using your Iscte account credentials.

Further Information:
Wireless Network

How do I fix the Office365 licensing error on macOS?

PT

Target Audience: Iscte Community (macOS users)

Description: When opening a Microsoft Office app, if you receive the following message: “View Only. Your account xxxxxx@iscte-iul.pt doesn’t allow editing on a Mac. To learn more, contact your administrator about your Microsoft 365 plan.“

Answer/Solution:

1. Confirm access to your Microsoft 365 account
Verify that you can sign in to one of Microsoft 365 app through the following portal: https://m365.cloud.microsoft/apps/
If you are unable to access your account, please contact our User Support.

2. Check your macOS version
Confirm the version of macOS installed on your computer. The currently supported versions are:

macOS Tahoe 26
macOS Sequoia 15
macOS Sonoma 14
macOS Ventura 13 (version 13.7.8 only)

If you are using an earlier version, we recommend updating your operating system to one of the supported versions. Whenever possible, install the latest available version.

3. Check the Microsoft Office license

Open Word, Excel, or PowerPoint.
From the top menu, select Word (or Excel/PowerPoint) > About Microsoft Word.
Check the license information.

The license should display:
Licence: Microsoft 365 Subscription

If the license is correct but the issue persists, reinstall Microsoft 365 by following the instructions available at Office 365 – Iscte-Informática

Important: If the license does not display “Microsoft 365 Subscription”, the installed Office version is not compatible with activation through the license assigned by Iscte. In this case:

Close all Microsoft Office applications: Word, Excel, PowerPoint, and Outlook.
Open Finder > Applications.
Select all Microsoft Office applications.
Right-click and choose Move to Trash.
Restart your computer.
Reinstall Microsoft 365 by following the instructions available at: Office 365 – Iscte-Informática

After reinstalling, sign in with your Iscte institutional account and confirm that the license now displays Microsoft 365 Subscription.

Where can I find the “Install Office” option?

PT

Target Audience: Iscte Community

Answer/Solution:

Go to https://portal.office.com/account
In the section “Office apps & devices“, select the option “Install Office”
See the installation instructions on Iscte’s official website here » https://informatica.iscte-iul.pt/en/services/software/office-365/

Additional Information:

Learn more

How to check the installed SPSS version?

PT

Target Audience: Iscte-IUL Community.

Answer/Solution: To confirm the installed version of IBM SPSS Statistics, follow the steps below:

Open IBM SPSS Statistics.
From the menu bar, select Help.
Click About.
A window containing the product information will be displayed.
Check the installed version number (for example: 29.0.2, 30.0.0, etc).

How Can I Activate My Iscte Account?

PT

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

How do I resolve the ‘Connection failed’ error?

Atualizado/Updated: 2026-08-27

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

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

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)