FAQ – Page 5 – Iscte-Informática

Why am I constantly being asked to enter my password?

Atualizado/Updated: 2026-05-15

Target Audience: Iscte Community

Probable Cause:

This behavior may indicate:

- Incorrect or expired institutional credentials;
  A password that was recently changed but not updated on the device;
- An incorrect eduroam profile configuration.

Answer/Solution:

To resolve the issue, we recommend removing the existing configuration and reconfiguring eduroam, ensuring that the credentials are correct and up to date.

If the Problem Persists:

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

- Description of the problem (e.g., forgotten password, locked account, error message)
- Device(s) and operating system(s) used (optional, but helpful)

Further Information:

See also:

What should you do if the connection fails after an operating system update?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Probable Cause:

After updating your operating system (Windows, macOS, Android, or iOS), you may experience incompatibilities with your previous eduroam settings.

Answer/Solution:

In such cases, we recommend:

Removing the eduroam network from your device’s Wi-Fi settings.
Restart the device (optional, but recommended).
Re-configuring eduroam.

If the Problem Persists:

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

- Description of the problem (e.g., forgotten password, locked account, error message)
- Device(s) and operating system(s) used (optional, but helpful)

Further Information:

See also:

Why can’t I connect to eduroam?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Probable Cause:

There are several common reasons why you might be unable to connect to eduroam, including:

- Incorrect or outdated password
  If Iscte’s institutional password has been changed recently, you must update this information on all devices where eduroam is configured.
- Incorrectly entered username
  The username must always be entered in its full format (e.g., xxnes@iscte-iul.pt). Omitting the domain will prevent authentication.
- Outdated or incorrect eduroam configuration
  Outdated configurations, especially following security changes or operating system updates, can cause connection failures.
- Incorrect device date and time
  An incorrect date or time on the device may prevent the validation of the security certificates used by eduroam.

Answer/Solution:

Remove the existing configuration.
Reconfigure the connection to eduroam.

If the Problem Persists:

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

- Description of the problem (e.g., forgotten password, locked account, error message)
- Device(s) and operating system(s) used (optional, but helpful)

Further Information:

See also:

What should you do if you forget your login credentials?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

If you forget your username or institutional password, you must reset your credentials through Iscte’s IT services.

Until your credentials are restored, you will not be able to access eduroam or other Iscte digital services.

⚠️ After changing your password, we recommend updating your eduroam settings on all devices where it is configured.

If the Problem Persists:

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

- Description of the problem (e.g., forgotten password, locked account, error message)
- Device(s) and operating system(s) used (optional, but helpful)

Further Information:

See also:

What credentials should I use to access eduroam?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

To access eduroam, you must use your Iscte institutional credentials—that is, the username and password associated with your institutional account (e.g., xxnes@iscte-iul.pt).

- These credentials are the same ones you use to access Iscte’s digital services, such as institutional email, academic platforms, and other internal systems.
- The credentials allow for secure authentication both on the Iscte campus and at other institutions participating in eduroam, in Portugal or abroad.

⚠️ If your credentials are incorrect, expired, or inactive, you will not be able to access eduroam; you will need to update them or contact the IT Support.

Further Information:

See also:

Can I use eduroam outside of Iscte?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

Yes. Iscte users can use eduroam at any participating institution, in Portugal and abroad, using their Iscte credentials. There is no need to create new accounts or request temporary access.

- Whenever you are at a university, institute, or research center participating in eduroam, your device can automatically connect to the network, provided it is correctly configured.
- This service facilitates academic mobility, allowing secure Internet access during classes, conferences, exchanges, research missions, or other academic activities.

Similarly, users from other participating institutions can also use eduroam when visiting Iscte campuses, using the credentials from their home institution.

Further Information:

See also:

- Wireless Network (overview)
- In which countries and institutions is eduroam available?

In which countries and institutions is eduroam available?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

Eduroam is available at thousands of higher education and research institutions in more than 100 countries across all continents. The network is used by universities, polytechnic institutes, research centers, libraries, and other organizations related to education and science.

Thanks to this global reach, members of the Iscte academic community can automatically connect to the Internet at participating institutions in Portugal and abroad, using their Iscte institutional credentials. Likewise, visitors from participating institutions can access the wireless network at Iscte through eduroam.

Further Information:

See also:

- Wireless Network (overview)
- You can view the updated list of countries and institutions participating in the eduroam network at: eduroam.org/where

What is eduroam?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

Eduroam (education roaming) is an international wireless Internet access service created for the academic and scientific community. It allows students, teachers, researchers, and staff to connect securely and automatically to the wireless network of participating institutions, using only their original institutional credentials.

The main objective of eduroam is to facilitate academic mobility, allowing Internet access not only at the home institution but also at thousands of universities, research centers, and other entities in over a hundred countries. Authentication is done securely, ensuring the protection of communications, without the need to create temporary accounts or request local credentials.

At Iscte, eduroam is the recommended wireless network for Internet access, both for the internal community and for visitors from other participating institutions.

Further Information:

See also:

Who can use eduroam at Iscte?

Atualizado/Updated: 2026-05-15

PT

Target Audience: Iscte Community

Answer/Solution:

All members of the Community, namely students, faculty, researchers, technicians, and other collaborators, provided they have active credentials.

Additionally, users from other institutions that are part of eduroam, national or international, can access this network using the credentials of their home institution.

Further Information:

See also:

Where can I find the “Install Office” option?

PT

Target Audience: Iscte-IUL Community

Answer/Solution:

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

Additional Information:

Learn more

How do I find the IP address of a Windows computer?

Atualizado/Updated: 2026-05-12

PT

Target Audience: Iscte Community

Answer/Solution:

Select the Ethernet Network icon > and then the Ethernet network connection (in this example, contoso.com).
Select the network connection “Ethernet“.
In Properties, look for the IP address listed next to IPv4 Address.

Further Information:

- Click here

How to Access Filesender?

PT

Público Alvo: Iscte Community

Answer/Solution:

Open a browser (Chrome, Firefox, Edge, Safari, Opera…)
Go to https://filesender.fccn.pp/.
Click Login.
Search and select Iscte.
Log in with Iscte credential (e.g., xxnes@iscte-iul.pt and password).
Click Login.

How to Send a File Using Filesender?

PT

Target Audience: Comunidade Iscte-IUL

Answer/Solution:

1. Open a browser (Chrome, Firefox, Edge, Safari, Opera…)
2. Go to https://filesender.fccn.pp/.
3. Click Login.
4. Search and select Iscte.
5. Log in with Iscte credential (e.g., xxnes@iscte-iul.pt and password).
6. Click Login. The first time you use this feature, accept the terms of use.
7. Drag and drop or select the file(s).
8. Enter the recipient’s email address(es), the subject (optional), and a message (optional).
9. Click Send.

I am not receiving the Qualtrics email. What should I check?

PT

Target Audience: Iscte‑IUL community

Answer / Solution: If you are not receiving the Qualtrics email, please check the following:

Spam / Junk Folder – The email may have been automatically filtered.
Institutional email address – Make sure it is correct and active.
Existing Qualtrics account – If you already have another Qualtrics account (e.g., the free version) using the same institutional email address, you may need to use different passwords.

If you still do not receive the email, please contact Qualtrics Support:
🔗 https://www.qualtrics.com/support/ → “Can’t log in or don’t have an account?”

All information about Qualtrics is available here.

How often should I review the archive?

Atualizado/Updated: 2026-05-26

PT

Target Audience: Iscte Community

Answer/Solution:

A review every six months is recommended.

How do I do this in Outlook?

- Search for old emails with attachments:
  - Search → Has:attachments
- After checking the saved files, archive or delete unnecessary emails.

Further Information:

See also:

- Email (overview)
- Troubleshooting Guide

Do I need to perform a manual backup?

Atualizado/Updated: 2026-05-26

PT

Target Audience: Iscte Community

Answer/Solution:

No, if you use OneDrive/SharePoint.

How do I do this in Outlook?

- Just ensure you save attachments to the cloud instead of leaving them in the email.

Further Information:

See also:

- Email (overview)
- Troubleshooting Guide

How to securely archive sensitive documents?

Atualizado/Updated: 2026-05-26

PT

Target Audience: Iscte Community

Answer/Solution:

Use locations with permissions and, if necessary, password protection.

How to do this in Outlook?

- Save the file in a SharePoint/Teams folder with restricted permissions.

If sending by email

- Use Options → Encryption before sending the message.

Or protect the file in Word/Excel itself

- File → Info → Protect Document → Encrypt with Password.

Further Information:

See also:

- Email (overview)
- Troubleshooting Guide

When should you save links instead of files?

Atualizado/Updated: 2026-05-26

PT

Target Audience: Iscte Community

Answer/Solution:

Whenever the document is already in an official repository.

How do you do this in Outlook?

- In Teams or SharePoint, copy the file link.
- In the email, paste that link (Ctrl+V).
- Avoid attaching the file again.

Further Information:

See also:

- Email (overview)
- Troubleshooting Guide

Should I delete the email after archiving the attachment?

Atualizado/Updated: 2026-05-26

PT

Target Audience: Iscte Community

Answer/Solution:

Yes, to keep your inbox light.

How do I do this in Outlook?

To remove only the attachment

- Open the email.
- Click Message → Actions → Remove Attachments.

To archive or delete the email

- Click Archive (file icon) or
- Click Delete.

Further Information:

See also:

- Email (overview)
- Troubleshooting Guide

What is metadata and how do you use it?

Atualizado/Updated: 2026-05-26

PT

Target Audience: Iscte Community

Answer/Solution:

Metadata helps with searching in SharePoint.

How do you do this in Outlook?

After saving in SharePoint

- Go to the SharePoint site.
- Open the library where you saved the file.
- Select the file.
- In the side pane, fill in fields such as Category, Tag, Status, etc.

Further Information:

See also:

- Email (overview)
- Troubleshooting Guide