FAQ
How can I register my MAC address?
Target Audience: Iscte Community
Answer/Solution:
Registration is done via iAjuda:
In which locations is it mandatory to register the MAC address?
I plugged in the network cable, but I don’t have Internet access. What should I check?
Target Audience: Iscte Community
Answer/Solution:
- In offices and services, access to the wired network requires the network card MAC Address to be registered and active.
- Without registration, the device may connect physically but will not gain network or Internet access.
- Also check that your network settings are configured for automatic IP assignment (DHCP).
Further Information:
- Click here
The VPN works some days and other days it doesn’t
Atualizado/Updated: 2026-06-03
Target Audience: Iscte Community
Description: Intermittent operation without apparent changes.
Probable Cause:
- Network changes (Wi‑Fi, operator, firewall)
- Stuck old sessions
- Automatic system updates
Answer/Solution:
- Restart computer and router
- Confirm internet connection
- Reopen session in GlobalProtect
Further Information:
- Click here
I can’t use the VPN because Windows Hello is active
Atualizado/Updated: 2026-06-03
Target Audience: Iscte Community
Description: Authentication or certificate issues after logging in with PIN/biometrics.
Probable Cause:
- Conflict between Windows Hello and certificate-based authentication
Answer/Solution:
- Follow the specific instructions from Iscte IT for this error
- Repeat the installation as indicated
Further Information:
- Click here
The VPN does not work on computers with ARM processors
Atualizado/Updated: 2026-06-03
Target Audience: Iscte Community
Description: The installation occurs, but the connection fails.
Probable Cause:
- Client compatibility limitations
- Incorrect version of GlobalProtect
Answer/Solution:
- Download and install the following file: GlobalProtectARM64-6.3.3.1-634.msi
- Follow the specific instructions for ARM
- Contact IT Support if it persists
Further Information:
- Click here
I can’t use the VPN on a Mac with an old version of MacOS
Atualizado/Updated: 2026-06-03
Target Audience: Iscte Community
Description: Installation errors or extension blocking.
Probable Cause:
- Too old mMcOS
- Manual blocking of extensions by Palo Alto Networks
Answer/Solution:
- Manually authorize the extension in Security & Privacy
- Consult the specific instructions from Iscte IT
- Update macOS, if possible
Further Information:
- Click here
The VPN does not work after the operating system update
Atualizado/Updated: 2026-06-03
Target Audience: Iscte Community
Description: The VPN was working before and stopped working.
Probable Cause:
- Temporary incompatibility after update
- Outdated GlobalProtect client
Answer/Solution:
- Restart the computer
- Update or reinstall GlobalProtect
- Check specific instructions on the Iscte website
Further Information:
- Click here
I can’t install the VPN on my computer
Atualizado/Updated: 2026-06-03
Target Audience: Iscte Community
Description: Error during the installation of GlobalProtect.
Probable Cause:
- Lack of administrator permissions
- Outdated operating system
- Incompatible version (e.g., old macOS)
Answer/Solution:
- Use an account with administrator privileges
- Update the operating system
- Follow the instructions on the Iscte IT website exactly
Further Information:
- Click here
The VPN works, but the internet connection becomes very slow
Atualizado/Updated: 2026-06-03
Target Audience: Iscte Community
Description: Very slow browsing with VPN on.
Probable Cause:
- All traffic passing through the ISCTE network
- Slow home connection
- VPN connected unnecessarily
Answer/Solution:
- Use the VPN only for necessary services
- Disconnect the VPN when not in use
- Avoid heavy downloads with the VPN on
Further Information:
- Click here
A VPN does not work on public networks (hotels, airports, companies)
Atualizado/Updated: 2026-06-03
Target Audience: Iscte Community
Description: The VPN does not connect when used outside of home.
Probable Cause:
- Network or port blocks on restrictive networks
- Corporate firewalls
Answer/Solution:
- Test another network
- Use mobile data as a temporary alternative
- If recurrent, report to Iscte IT
Further Information:
- Click here
The GlobalProtect client connects but I do not have access to Iscte services
Atualizado/Updated: 2026-06-03
Target Audience: Iscte Community
Description: The status is “Connected,” but internal resources are not working.
Probable Cause:
- Access profile not assigned to the user
- Service not available via VPN
- VPN session with logical error
Answer/Solution:
- Disconnect and reconnect the VPN
- Confirm if the service requires VPN
- Contact Support to validate permissions
Further Information:
- Click here
The VPN stays on “Connecting” indefinitely
Atualizado/Updated: 2026-06-03
Target Audience: Iscte Community
Description: The GlobalProtect client tries to connect but does not establish a connection.
Probable Cause:
- Unstable internet connection
- Firewall or antivirus blocking the application
- Simultaneous use of another (commercial) VPN
Answer/Solution:
- Restart the GlobalProtect client
- Turn off any active commercial VPN
- Test another network, if possible
- Restart the computer
Further Information:
- Click here
I can’t connect to the VPN because the MFA authentication doesn’t appear
Atualizado/Updated: 2026-05-13
Target Audience: Iscte Community
Description: After entering the credentials, the authentication process does not progress or an MFA request does not appear.
Probable Cause:
- MFA is not configured
- Mobile phone has no connectivity
- MFA method is not available
Answer/Solution:
- Confirm that MFA is correctly configured on the Iscte account.
- Check internet connection on the MFA device.
- If it is not possible to use the MFA app, contact Iscte IT.
Further Information:
- Click here
Is a VPN required to access scientific databases?
Atualizado/Updated: 2026-05-12
Target Audience: Iscte Community
Answer/Solution:
It depends on the database. Some platforms check access through the institutional IP address, making a VPN necessary when you are off-campus. Others allow direct authentication with institutional credentials without the need for a VPN.
Further Information:
- Click here
Does a VPN record my activity?
Atualizado/Updated: 2026-05-12
Target Audience: Iscte Community
Answer/Solution:
A VPN may record technical information related to the security and operation of the service, such as connection times and accesses to institutional resources. These records are used solely for management, security, and compliance with Iscte policies and applicable law.
Further Information:
- Click here