FAQ – Iscte-Informática

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

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.

In these cases, you should contact us by creating a service request on our iAjuda service portal or by sending a message via WhatsApp to +351 917 308 650. Our service will reset the MFA, allowing you to reconfigure multifactor authentication. For more information, see our support page.

How do I resolve the ‘Connection failed’ error?

Atualizado/Updated: 2025-03-13

PT

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

You should follow these steps:

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 » via 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.

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

Atualizado/Updated: 2025-03-11

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
In this case, do not update the VPN or it will stop working.

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

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.
To do this, download and install the following file: GlobalProtectARM64-6.3.2.1-525.msi

How do I recover my Fenix+ password?

For fenix010101 or C010101 users

1. Access Fénix+ at https://fenix-mais.iscte-iul.pt
2. Click on “I can’t login”.
3. Start the password recovery process:
  
  – Enter username format CXXXXX or fenixXXXXX
  – Your personal e-mail address (which is registered on fenix+)
4. Click on Submit. You will receive an email to your personal email address with a recovery link.

I have two classes in a row in the same classroom. How many times should I swipe my card in the RFID attendance reader?

PT

Scope: Iscte student.

Action:

There must be a register for each lesson, even if the lessons are from the same UC.
The entry must be made within the following time interval: 10 minutes before the start of the lesson until 10 minutes before the end of the lesson.

In other words:

- In a lesson that takes place from 8:00 to 9:30 a.m., registration must be carried out between 7:50 and 9:19 a.m.
- In a lesson taking place from 9:30 to 11:00, registration must be carried out between 9:20 and 10:49.

Additional information: the RFID student attendance reader is inside the classroom.

Do I have to swipe my Iscte card at the beginning and end of the lesson?

PT

Scope: Iscte student.

Action:

All you have to do is register once.
Registration must take place within the following time frame: 10 minutes before the start of the lesson until 10 minutes before the end of the lesson.

In other words:

- In a lesson that takes place from 8:00 am to 9:30 am, registration must be carried out between 7:50 am and 9:19 am.
- In a lesson that takes place from 9:30 to 11:00, registration must take place between 9:20 and 10:49.

I’m an external teacher. How do I get the Iscte card to use when opening classroom doors?

PT

Scope: Iscte external teachers

Action: Go to the SIIC Service Desk to request a service card (not personalized).

How can I use ZOOM APPS?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte community

Action:

1. You should download the latest version of Zoom.
2. In the ZOOM client, click on the “APPS” tab on the desktop or access it via the toolbar in the meeting.
3. Click on “Discover” to see the list of available apps and add your favorites.

Further information: Direct access to the Zoom API is still restricted to the FCCN for security and service management reasons.

Whats the type of my Zoom account?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte community

- The Colibri service is a service that requires user authentication by the RCTSaai federation.
- The authentication process is carried out by you, using your Iscte account credentials (e.g. xxnes@iscte-iul.pt and the corresponding password).
- To check which type of account you have, click here.
- Once logged in, all the information about your account will appear. In the “affiliation” field, you will see what type of account you have (students, staff or faculty).

How can I hold a safe meeting?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte Community

- During a Zoom meeting, the host and co-host have access to the Host Tools.
- This menu centralizes the security control of the meeting, allowing the host or co-host to manage the participants, video, audio, chat and other important options.
- Most of the settings can be predefined when the meeting is scheduled.

This menu provides a clear overview of the security features in place, where the host can:

- Lock meeting: locks the meeting, preventing new participants from joining the meeting.
- Enable waiting room: activates the waiting room for new participants or to move current participants to the waiting room.
- Hide profile pictures: hides all profile pictures, including that of the host. Instead, the names will be displayed.
- You can set the following participant permissions independently:
  - Share screen;
  - Chat;
  - Self rename;
  - Activate audio;
  - Start video;
  - Annotation on shared content;
  - Share whiteboards;
  - Share annotations;
  - Record on computer;
  - Request to record on computer;
  - Request host to start cloud recording;
  - Collaborate with Zoom Apps;
  - Set meeting timers.
- Remove participant: allows you to remove a participant from the meeting. The participant cannot rejoin unless you allow removed participants to rejoin in the Meeting settings.
- Suspend participant activities: disable video, audio, Zoom Apps and the ability to share the screen for all participants. It also locks the meeting to prevent participants from joining. This option will be applied to all participants.

How do I log in to the Colibri service?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte community

The Colibri service uses the RCTSaai federated authentication service, and can be accessed via the Colibri website, in an internet browser, or via the Zoom application, using the SSO (Single Sign-On) authentication option.

How can I change the language in the Zoom client on Windows?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte Community

Action:

Select the “^” icon on the Windows taskbar.
Right-click on the Zoom icon in the notification tray.
Choose the “Switch languages” option.
Zoom is automatically restarted with the new language.

How can I change the language in the Zoom client on iOS?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte Community

On iOS, the language of Zoom is determined by the default language of the operating system.

Action:

Open the Settings on your iOS device.
Scroll down and tap “General”.
Scroll down and tap “Language and region”.
Tap on “iPhone/iPad language”.
Choose your language.
Tap “Done”.
Zoom automatically restarts with the new language.

How can I change the language in the Zoom client on Android?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte Community

On Android, the language of Zoom is determined by the default language of the operating system.

Action:

Open the “Settings” on your Android device.
Tap on “Input language”.
Tap on the new language.
Zoom is automatically restarted with the new language.

I am a student and I can’t get a PRO account

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte’s students

Students can only take advantage of BASIC licensing, given the high number of daily uses of the service.

They can meet with up to 100 participants for 40 minutes. At the end of that session, they must log out and log back in using the same link/ID.

How can I access the b-on search service?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte community

Action: Access to the b-on search service is via the website or the search portal.

How can I accept the execution of a service request?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte community

Action:

Access the SIIC Services Portal.
Click on “Validations”.
Select the “Service Request”.
Click on “Accept”.
Rate the resolution of the incident from 1 (insufficient) to 5 (excellent), both in terms of “Speed of intervention” and “Quality of intervention”. If you feel it is appropriate, add a comment.
Click on “Ok”.

How can I access the contents of b-on?

Atualizado/Updated: 2025-01-14

PT

Scope: Iscte community

Action:

- Content can be accessed from any computer connected to the Internet and whose IP address belongs to the b-on network.
- This access can be made from the b-on search service, the publishers’ websites or through any search engine.
- Here‘s how to access b-on from home.

How do I add captions to a meeting?

Atualizado/Updated: 2025-01-17

PT

Scope: Iscte community

Action: As the owner of the session, you can add captions to your meeting via a free online platform. Find out how with the tutorial – Real-time captions in a meeting, from FCCN.