Services – Iscte-Informática

The print job is stuck in the print queue

Atualizado/Updated: 2026-05-15

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)

The job was submitted but isn’t printing. What happened?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Employees

Probable Cause:

If you sent a print job but it is not printed automatically, this is due to the normal operation of Iscte’s printing system, which is based on follow-me printing.

In this system, print jobs are not printed immediately after being sent—they remain on hold until released by the user.

Answer/Solution:

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

Go to a printer or multifunction device
- - You can use any printer or multifunction device on campus
  - Submitted jobs are not assigned to a specific printer
Log in to the device
- - Swipe your Iscte card on the reader
  - Wait for authentication
Select the job
- - On the MFP screen:
    - Check the list of pending jobs
    - Select the document(s) you want to print
Confirm printing
- - After selecting:
    - Confirm printing on the control panel
    - The document will then be printed immediately
If you cannot find the job on the printer
- - Verify that:
    - The submission was completed successfully
    - You selected the correct printer when sending
  - Wait a few seconds and refresh the list
  - Check to see if the job is stuck in the computer’s queue
Try resending the document
Try another printer/multifunction device

If the Problem Persists:

If the job does not appear or does not print, please contact IT Support and provide the following information:

- Printer name (iscte 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)

f the Problem Persists:

If the job does not appear or does not print, 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
Photo of the error message displayed (if available)

Further Information:

See also:

- Printing and Scanning (overview)

I can’t find the printer on my computer. What should I do?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Employees

Probable Cause:

If you cannot find the Iscte printer on your computer, the problem is usually related to the network connection, installation, or authentication.

Common scenarios:

- You are off campus without an active VPN
- The installation was interrupted or incomplete
- Incorrect credentials were used
- The printer was added but did not become active

Answer/Solution:

To try to resolve the issue, follow the steps below.

Check your network connection
- - Confirm that 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, you will not be able to send jobs to print.
Confirm printer installation
- - If the printer on printers.iul.intra does not appear in the list:
    - It may not be installed or may be misconfigured
  - In that case
    - Reinstall the printer
  - Incorrect drivers may prevent printing or cause errors.
Use the correct credentials
- - During installation, you must authenticate using the format:
    - IUL\username
  - If you use incorrect credentials:
    - Installation may fail
    - The printer may not appear in the system
Use another computer to troubleshoot the problem

If the Problem Persists:

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

- Operating system (Windows/Mac/Linux)
- Connection type (on-campus or VPN)
- Steps you have already taken

Further Information

See also:

- Printing and Scanning (overview)
- How to install printers (Windows/macOS/Linux)
- I can’t print

What is the “follow-me printing” system?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Employees

Answer/Solution:

Follow-me printing is the printing system used at Iscte that allows you to send documents to a centralized print queue instead of a specific printer.

Submitted print jobs are placed on hold and are only printed when the user logs in to a printer or multifunction device on campus using their Iscte card.

When printing, select the iscte on printers.iul.intra.
The job is stored in the system for a limited time.
- - It is associated with the user who sent it.
  - It is not visible to other users.
Go to any available printer or multifunction device on campus.
Authenticate with your Iscte card.
Select the document(s) and confirm printing.

Advantages of the System:

- Security: Prevents documents from being left exposed in trays
- Flexibility: You can print on any printer on campus
- Waste reduction: You only print when necessary, and if not retrieved, documents can be automatically deleted after a certain period
- Mobility: Does not depend on a specific location

If You Encounter Difficulties:

You should contact IT Support, providing the following information:

- Printer name (iscte on printers.iul.intra)
- Location and type of equipment (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)

Where can I print, copy, or scan?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Employees

Answer/Solution:

- The campus has several self-service stations located in Buildings 2, 3, and 4, as well as at the Sintra campus.
- Each station includes black-and-white printers, color multifunction printers, stapling capabilities, and options for scanning directly to institutional email.

If You Encounter Difficulties:

You should contact IT Support, providing the following information:

- Printer name (iscte on printers.iul.intra)
- Location and type of equipment (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)

Who can use the printing and scanning service?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

- - The printing, photocopying, and scanning service is exclusively for Iscte employees, including faculty, researchers, and technical staff.
  - Access is granted through personal authentication; use by third parties or guests is not permitted.
  - The service can be used on institutional computers or on properly configured personal devices.

If You Encounter Difficulties:

You should contact IT Support, providing the following information:

- Printer name (iscte on printers.iul.intra)
- Location and type of equipment (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)

Can I register more than one computer?

PT

Target Audience: Iscte-IUL Community

Answer/Solution:

Yes. Each computer requires its own MAC Address registration, using separate iAjuda requests.

Further Information:

- Click here

The computer displays “Unidentified network” or “No access”

PT

Target Audience: Iscte Community

Answer/Solution:

Check the following:

- Make sure the network cable is properly connected to both the computer and the network outlet.
- Ensure you are using the network interface whose MAC Address is registered.
- Check that the IP configuration is set to automatic (DHCP).

Further Information:

- Click here

Can I connect my own routers, switches, or access points?

PT

Target Audience: Iscte Community

Answer/Solution:

No. The wired network is intended only for end‑user devices, such as computers. Connecting routers, switches or other network devices is not allowed and may result in blocking.

Further Information:

- Click here

Can I use USB-to-Ethernet adapters?

PT

Target Audience: Iscte Community

Answer/Solution:

Yes, but each adapter has its own MAC address. Only the MAC address that is set as the default and registered will have access to the wired network.

Further Information:

- Click here

I replaced my computer or network card and lost access. Why?

PT

Target Audience: Iscte-IUL Community

Answer/Solution:

Network access is linked to the network card MAC Address. If you change computers, internal cards or adapters, you must register the new MAC Address.

Further Information:

- Click here

I entered the MAC address, but I’m still not connected. Is that usual?

PT

Target Audience: Iscte Community

Answer/Solution:

Yes. After registration, access is only available once the activation request is processed. Until then, connectivity may not be available.

Further Information:

- Click here

How can I register my MAC address?

PT

Target Audience: Iscte Community

Answer/Solution:

Registration is done via iAjuda:

1. Access iAjuda.
2. Create a New Request.
3. Choose Networks, Internet and Communications.
4. Select Wired Network.
5. Enter the MAC Address in the format xx:xx:xx:xx:xx:xx
6. An activation request is automatically opened after submission.

Further Information:

- Click here

In which locations is it mandatory to register the MAC address?

PT

Target Audience: Iscte Community

Answer/Solution:

MAC Address registration is required in non‑shared spaces, such as offices and administrative services.
In classrooms, auditoriums, laboratories and study rooms, you only need to plug in the network cable to get access.

Further Information:

- Click here