FAQ – Page 2 – Iscte-Informática

What should I do if the proposed solution did not resolve my issue?

Target Audience: Iscte Community

Issue: I received a response, but the issue remains unresolved.

Answer/Solution:

If you believe that the proposed solution does not resolve your issue, you may reject the solution and provide the reasons for your disagreement.

By supplying detailed information about the ongoing problem, you help the responsible team perform a new assessment and identify a more suitable solution.

Providing clear and specific details about the issue will facilitate a faster and more effective review of your request.

Further Information:

Please also refer to:

- IAjuda (Overview)

How can I rate the service I received?

PT

Target Audience: Iscte Community
Issue: I would like to evaluate the support received through IAjuda.

Answer/Solution:
After a request has been resolved or completed, you will be invited to provide feedback on the service delivered, including both the quality of support and the speed of response.

Your feedback is important because it helps to:

- Improve service quality
- Identify opportunities for improvement
- Increase user satisfaction

Further Information:

Please also refer to:

- IAjuda (Overview)

What does it mean when I have a pending action in IAjuda?

PT

Target Audience: Iscte Community

Issue: The portal indicates that I have pending actions.

Answer/Solution:

Pending actions are tasks that require intervention from the user, such as:

- Providing additional information
- Uploading supporting documentation
- Validating a proposal
- Approving or rejecting a proposed solution

You can view your pending actions through the My Actions option in IAjuda.

Please note that until the required action is completed, the processing of your request may be temporarily suspended.

Further Information:

Please also refer to:

- IAjuda (Overview)

What should I do if I cannot find the service I need in IAjuda?

PT

Target Audience: Iscte Community

Issue: I need support, but I cannot identify the appropriate service for my request.

Answer/Solution:

IAjuda provides a search feature that allows you to locate services using keywords. Alternatively, you can browse the service catalogs organized by categories and subcategories.

If you still cannot find the service you need:

- Verify that you are browsing the correct area (Recursos Humanos/Human Resources or Sistemas de Informação/Information Systems)
- Try using alternative search terms
- Select the service that most closely matches your need and provide a detailed description of your situation

If necessary, the responsible team may internally redirect your request to the appropriate service.

Further Information:

Please also refer to:

- IAjuda (Overview)

How can I view my requests?

PT

Target Audience: Iscte Community

Issue: I would like to check the status of a request I have already submitted.

Answer/Solution:

You can view all submitted requests through the My Requests option available in the main menu of IAjuda.

In this area, you can:

- View ongoing requests
- Check completed requests
- Access the history of interactions
- View information and attachments associated with each request
- Follow request status updates as the process progresses

The request status is updated automatically throughout its lifecycle, allowing you to monitor its progress at any time.

Further Information:

Please also refer to:

- IAjuda (Overview)

What do request statuses mean?

PT

Target Audience: Iscte Community

Issue: My request shows a status that I do not recognize.

Answer/Solution:

The statuses displayed in IAjuda indicate the current state of a request.
The most common statuses include:

- New – The request has been submitted and is awaiting review
- In Progress – The request has been assigned to the responsible team
- Awaiting User Information – An action or response is required from the requester
- Resolved – A solution has been provided
- Completed – The request has been closed

If you have any questions about a status shown on your request, check the request details for more information.

Further Information:

Please also refer to:

- IAjuda (Overview)

How do I create a new request in IAjuda?

PT

Target Audience: Iscte Community

Issue: I would like to request support through IAjuda, but I do not know how to create a request.

Answer/Solution:

To create a new request in IAjuda:

Access the IAjuda portal.
Navigate to the area related to your request (Human Resources or Information Systems).
Select the category and service that best match your need.
Complete the form with all relevant information.
Attach supporting documentation, if required.
Submit the request.

After submission, you will receive a ticket number that you can use to track the status of your request. The request will be automatically routed to the team responsible for handling it.

Further Information:

Please also refer to:

- IAjuda (Overview)

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).

What to Do If Your Device Is Showing Unusual Behavior

PT

Target Audience: Iscte Community

Signs of Suspicious Behavior

Common indicators that your device may be experiencing a security issue include:

- Sudden slowness or abnormal performance
- Frequent crashes or unexpected errors
- Unusual pop-ups, advertisements, or warning messages
- Redirects to unknown or unexpected websites
- Changes to browser settings (such as the homepage or search engine)
- Unknown or unfamiliar programs and applications appearing on the device

Answer/Solution:

📡 Disconnect the Device from the Internet (If Necessary) → This helps reduce the risk of data transmission or remote control by malicious actors

- Disable Wi-Fi or disconnect the network cable
- Avoid communicating with external systems until the issue has been assessed

🛑 Avoid Continuing to Use the Device → This helps prevent a potential compromise from worsening

- Do not access institutional applications or services
- Do not enter usernames, passwords, or other credentials
- Avoid performing sensitive activities, such as financial transactions or accessing confidential information

⚠️ Check Security Alerts → Security notifications may provide useful information about the cause of the problem

- Review alerts from the operating system, antivirus software, or endpoint protection tools.
- Identify any detected threats or suspicious activity
- Do not ignore critical security warnings

📸 Record Relevant Information → This information can assist technical teams with diagnosis and investigation

- Take screenshots of any unusual behavior or error messages
- Note:
  - When the issue started
  - What actions were being performed at the time
- Identify any applications, websites, or files involved

📣 Contact Technical Support → Prompt reporting enables timely technical intervention and helps protect both the device and the wider community

- Report the issue as soon as possible
- Include:
  - The symptoms observed
  - When they occurred
  - Any actions already taken

Further Information:

Even if the issue is ultimately not confirmed as a security incident, it should still be reported. Early reporting helps prevent future problems and contributes to the overall security of institutional systems.

See also:

- Email (overview)
- Troubleshooting Guide
- Cybersecurity Awareness

What to Do If You Entered Your Credentials on a Suspicious Page

PT

Target Audience: Iscte Community

Answer/Solution:

🔐 1. Change Your Password Immediately → This is essential to prevent unauthorized access using compromised credentials

- Change the password or the affected account as soon as possible
- Chose a strong, unique password that is not used elsewhere
- If the same password is used for other services, change it for those accounts as well

🔄 2. Sign Out of Active Sessions → This helps ensure that any unauthorized access already established is terminated

- Sign out of all active sessions and devices (global sign-out, if available)
- Sign back in only after changing your password

🔐 3. Strengthen Account Security → Additional security measures can help prevent further unauthorized access

- Enable Multi-Factor Authentication (MFA) if it is not already enabled/li>
- Review your account security settings
- Check for unauthorized changes, such as email forwarding rules or modified recovery options

🔍 4. Review Account Activity → This can help determine whether the account has already been misused

- Check for:
  - Unrecognized sign-ins
  - Emails sent without your knowledge
  - Changes to account data or settings
- Continue monitoring account activity after changing your password.

📸 5. Collect Evidence → This information may assist with incident investigation and prevention

- Save the URL of the suspicious page
- Take screenshots of the page, if available
- Record the date and time of the incident

📣 6. Contact Technical Support → Technical support may be able to apply additional protective measures and monitor for suspicious activity

- Report the incident as soon as possible
- Include:
  - Confirmation that credentials were entered on a suspicious page
  - When the incident occurred
  - Any actions already taken (e.g., password change, MFA activation)

Further Information:

Even after changing your password, you should continue monitoring the affected account for a period of time. Unauthorized access attempts or other consequences of the incident may occur after the initial compromise.

See also:

- Email (overview)
- Troubleshooting Guide
- Cybersecurity Awareness

What to Do If You Clicked on a Suspicious Link

PT

Target Audience: Iscte Community

Answer/Solution:

🛑 1. Stop Interacting with the Page → The less interaction that occurs, the lower the risk of compromise.

- Close the website immediately
- Do not click any additional links, buttons, or page elements
- Do not download any associated files

🚫 2. Do Not Enter Any Information → The primary goal of phishing attacks is to obtain user information

- Do not enter your username, password, or any personal information
- Do not complete any forms displayed on the page
- Do not approve any access requests or permissions

🔐 3. Secure Your Account (If Necessary) → This should be a priority to prevent unauthorized access

If credentials were entered:

- Change your password immediately
- Sign out of active sessions, if possible
- Enable additional authentication (e.g., MFA) when available

💻 4. Check for Impact on Your Device → Unexpected behavior may indicate an attempt to install malware

- Verify whether any files were downloaded
- Watch for unusual behavior, such as pop-ups, slow performance, or unexpected redirects
- Avoid continuing to use the device if you suspect it may be compromised

📸 5. Collect Evidence → This information can assist with analysis and help prevent similar incidents

- Save the URL of the suspicious website
- Take screenshots of the page
- Record the date and time of the incident

📣 6. Contact Technical Support → Prompt reporting helps reduce the impact and protect other users

- Report the incident as soon as possible
- Include:
  - The link that was accessed
  - The actions performed
  - Whether any credentials were entered

Futher Information:

Even if no information was entered, the incident should still be reported, as it can help prevent similar attacks within the community.

See also:

- Email (overview)
- Troubleshooting Guide
- Cybersecurity Awareness

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