User Account – Troubleshooting Guide
This guide helps you to fix the most common issues related to your Iscte user account. Please follow the steps below before contacting support.
1️⃣Types of Problems
🔐 Authentication Issues
- 🔑 Invalid credentials (incorrect username or password)
- 🚫 Unable to log in
- ⚠️ Errors during login (e.g., “invalid credentials”)
🔒 Account Issues
- ⚠️ Account locked after multiple failed attempts
- ⏳ Account temporarily unavailable
- ❌ Inactive or disabled account
🌐 Service Access Issues
- 🚫 Unable to access institutional services (email, platforms)
- ⚠️ Some services work, others do not
- 🔐 Authentication errors in specific applications
🔄 Password Issues
- 🔑 Forgotten password
- ⚠️ Failure when changing password
- 📧 Password recovery email not received
💻 Local Device Issues
- ⚙️ Browser or application errors
- 🔄 Session issues (automatic logout, session expired)
- 🐌 Applications not responding or failing during login
🌐 Network / Remote Access Issues
- 🌐❌ No access to services outside Iscte
- 🔐 VPN requirement not met
- 📶 Unstable connection preventing authentication
2️⃣Checks to Perform
The checks must be carried out in the indicated order, testing the service after each step.
Verify Account Access
🔑 Credentials
- Confirm username and password (e.g., xxnes@iscte-iul.pt)
- ⚠️ Check error messages (invalid credentials, account locked)
- 🔄 Try again carefully (Caps Lock, keyboard language)
- Test on other services (e.g., webmail, iajuda)
🔒 Locked or Inactive Account
- ⚠️ Check if the account is locked after failed attempts
- ⏳ Wait for the unlock period
- 👤 New Users
- Confirm that the account has already been activated
- Check if an activation email was received
- Follow the activation link
🔄 Password Recovery
- 🔑 Use the password recovery mechanism
- 📧 Confirm receipt of the recovery email
- 🔄 Set a new password
Verify the Device
- 🔁 Restart computer, phone, tablet, or iPad
- 🌐 Confirm internet connection
- 🔐 Check if a VPN is required (when outside Iscte)
- 🌐 Test in a different browser
- 🌐 Test on another device
Additional Tests
- 💻 Test on another device → identifies if the issue is device-related
- 🖨️ Test on another network → identifies if the issue is network-related
- 📄 Test in incognito/private mode → identifies if the issue is account-related
3️⃣Best Practices
The best practices below are intended to ensure efficient, secure, and continuous use of services. Applying them helps prevent issues, improve performance, and simplify troubleshooting when problems occur.
💻 Account Usage
- 🔑 Always use correct credentials
- 🔄 Update your password when necessary
- 💻 Test access across multiple services
📂 Management and Access
- 🌐 Use official services (e.g., webmail) to validate access
- 🔄 Confirm functionality in more than one application
🔐 Security
- 🔑 Do not share your credentials
- ⚠️ Never disclose your password or access details
- 👀 Be aware of phishing attempts
🚀 Access and Reliability
- 🌐 Ensure a stable internet connection
- 🔐 Use a VPN when required
4️⃣User Support
If the issue persists after completing all checks, you should contact IT Support.
Quick Checklist
- 🔑 Correct credentials (username/password)
- 🌐 Tested on other services (email, platforms)
- 🔄 Password reset (if necessary)
- 🔁 Device restarted
- 💻 Tested on another device
- 🌐 Tested on another network
- 🔐 VPN used (if applicable)
- 👥 Issue is not widespread (others are not affected)
Information to Provide
To ensure faster and more effective analysis, always include the following information in your request:
Context
- Location (when applicable)
- Device type (PC, phone, webmail, etc.)
- Service where the issue occurs (email, platform, VPN, etc.)
Issue Description
- Type of problem (login failure, account locked, access denied, etc.)
- Detailed description of the issue
- When it started
- Frequency (always / occasional)
- Whether it affects other users
🔐 Account Status
- Indicate whether the account has been activated
- Confirm if the account is locked or inactive
- Mention whether activation or lockout emails were received
Tests Performed
- Login attempts on different devices
- Tests on webmail or other services
- Password reset (if applicable)
- Test on another network
Evidences
- Screenshots of the error
- Full error messages
Support Channels
Example Requests
Example 1
Location: Building II, Room C2.05
Date/Time: March 12, 2026, 10:30
Description: My card is not working on the room reader. The reader light turns on (red), but the door does not unlock. I tested the card in other rooms and it worked normally.
Example 2
Location: Library, main entrance
Date/Time: March 15, 2026, 14:10
Description: My card is not recognized by the reader (no light signal at all). I have tried multiple times and confirmed the card is not damaged. Other users can enter normally.