FAQ - Information Technology (IT)

How it works

This article gathers the most common questions about using the Learning Management System (LMS), the Student Portal and MUST University's technology tools. The questions are grouped under the following topics:

• Course Content and Activities
• Access to Courses
• LMS and Student Portal Access
• Courses and Activities
• Connection, Grade and Deadline Issues
• Acceptance Agreement
• Platform and User Account Access Issues
• Payments, Documents, Access and Technical Issues

Course Content and Activities

What should I do if I cannot attach or submit files on the WebQuest?

If the submission is still marked as "Draft" and the deadline has not passed yet, click Edit submission, delete the current file and upload a new one.

If the submission has already been finalized, the Edit submission button will not be available. In that case, contact the course coordination to check whether it can be reopened.

If you are getting an error message when attaching the file, open a ticket with your full name, e-mail, course name and a screenshot of the error.

Why does my course progress appear stuck at X%?

If you have completed every item in your course (including non-graded ones) and the progress has not reached 100%, you can open a request for the MUST team to review it.

Before contacting support, check the following points carefully:

• Make sure you have accessed every item in the course, including informational materials and non-graded activities.
• Check whether the course has already ended. If it is still in progress, new items may become available according to the calendar.
• Confirm that all your submissions have been graded by the instructors.

Important: the progress percentage does not affect your grade or academic performance. It is only a visual indicator to help you track your advancement within the course.

Why are grades missing for my forum or WebQuest?

After the course ends, the instructor has up to 3 days to grade and post the grades for activities, including forums and WebQuests.

What should I do when the WebQuest proposal or reading links do not work?

If the links in the WebQuest proposal or reading materials do not work, open a ticket for the Instructional Design department, informing:

• Your ID and full name
• The name of the course where the error occurs
• A link or screenshot of the content with the problem

What should I do when I cannot upload or delete files in Capstone?

If you cannot upload or delete files in Capstone, follow these steps:

1. Check the file: use allowed formats (.pdf, .docx) and check whether the file is corrupted or has an invalid name (avoid the characters / \ * ? %).

2. Correct submission: upload the file to the correct activity and click "Submit assignment" or "Save changes".

3. If an error occurs: take a screenshot of the message and open a ticket at mustedustudents.freshdesk.com/pt-BR/support/tickets/new.

How do I unlock or access the Acceptance Agreement and new courses on the LMS?

The Acceptance Agreement is only released on the course start date and has a specific deadline to be filled out, currently 1 (one) week.

Courses become available according to the academic calendar (accessed through Must Virtual).

Attention: in master's programs, only one course is released at a time.

How do I access the PDF or other course material provided?

You can access course materials directly in your LMS. They are usually presented in two formats:

Link-type materials (weekly materials): these materials appear as pages you can read directly in the LMS. At the end of the content, there is a button or link with a "Download" option. Click that button to save the content as a PDF on your computer or phone if you want to keep it or study offline.

PDF files (or other formats): some materials are provided directly as files. In that case, simply click the file name and it will open in a new tab or download automatically, depending on your browser or device.

Tip: if you are using a phone, it is important to have a PDF reader installed to view the files correctly.

If you have any difficulty accessing or downloading the materials, contact technical support.

Why don't my courses, forums or materials show up in the LMS?

If your courses, forums or materials do not show up in the LMS, follow these steps:

1. Check the course start date: courses only become accessible from the start date set in the academic calendar available on Must Virtual.

2. Fill out the Acceptance Agreement: after the course starts, you need to complete the Acceptance Agreement for materials and activities to be released.

3. Check the status filter on the LMS home screen: the course view has filters such as "In progress", "Completed" and "All". Make sure you have the correct option selected to view your active courses.

If the problem persists after these checks, contact technical support.

How do I request an extension or reopen access after missing the deadline for a submission or assessment?

There is no extension for overdue activities. If you missed the deadline for a submission or assessment, you must request an Incomplete through the form, for review and approval (or denial) by the coordination and academic direction. The form is available at this link: app.pipefy.com/public/form/NVxH5w12.

It is important to check the Incomplete deadlines in the academic calendar before making the request.

Access to Courses

Why doesn't my course show up in the LMS?

After logging in successfully to the LMS, on the "My Courses" home page, check the course status filters: "Completed", "In progress", "All", choosing the "All" option.

If no course still appears, contact the academic office by opening a ticket, requesting a check of your enrolled courses.

If you are unable to log in to the LMS, confirm your status in the academic system/Student Portal (Orbund). Only students with active, active-capstone or enrolled status can view their courses. If you have another status, contact the academic office.

Why doesn't the course I need to take show up?

If the course you need to take is not visible in the LMS, check the status filter on the LMS home screen. At the top of the home page there are filters such as "In progress", "Completed" and "All". Make sure the "All" option is selected to display every available course. You can also use the start-date filter to locate the course you need.

If, after these checks, the course is still not visible, contact the Academic Office through the new ticket page.

The course did not open for me on a given date, or it disappeared from my profile. How do I report and resolve this? (1)

If the course did not open on the expected date or disappeared from your profile, open a ticket directed to the Registrar's Office through the new ticket page.

The course did not open for me on a given date, or it disappeared from my profile. How do I report and resolve this? (2)

If the course did not open on the expected date or disappeared from your profile, open a ticket directed to the Registrar's Office through the link below: new ticket page.

LMS and Student Portal Access

Why don't my grades or materials show up on the portal?

To view your course on the LMS home portal, check whether the "My Courses" home page filter is set to "All". The "In progress" filter shows only the current course.

To check your grades, go to Course panel > Grades.

Note: quiz grades appear automatically after submission. Project and forum grades depend on the instructor's grading. If the grading deadline has passed and the grade has not been posted, open a ticket for support.

How do I fix access problems with the portal or system?

Both the Student Portal/Academic System and the LMS use your MUST Microsoft credentials (institutional e-mail) to log in.

Make sure you are not logged in with a personal Microsoft account (Outlook, OneDrive). If you are, sign out of your personal accounts and try accessing through an anonymous/private tab or another browser.

Always use your institutional e-mail (@student.must.com). If you still cannot log in, take a screenshot of the error and open a ticket.

Why am I asked to reset my password every time I access the portal?

This error happens when the first login was not completed correctly, especially the activation of two-step verification (MFA).

To fix it:

1. Go to login.microsoftonline.com.
2. Log in with your institutional e-mail (@student.must.com).
3. Create a new password and set up MFA following the tutorial: How to Set Up Microsoft Authenticator on My Phone with My MUST Account?
4. Use this new password for future logins.

If the problem persists, open a ticket with a screenshot of the error.

What should I do when the LMS session expires or restarts during activities?

This can happen due to prolonged inactivity or unstable internet. Save your progress frequently and keep interacting with the platform regularly. Also try restarting your browser and clearing the cache.

If the problem continues, take a screenshot of the error and open a ticket for the IT department.

How do I fix a 401 error when accessing the LMS with Microsoft login?

The 401 error is caused by authentication failures, usually due to multiple accounts being logged in. Sign out of all Microsoft accounts (Outlook, Office Online, etc.), clear your browser's cache and cookies, and try again with your institutional e-mail.

If it continues, open a ticket for the IT department requesting a check of your account link.

Why can't I view my grades or materials in the Learning Management System (LMS) portal?

1. Courses not visible: check whether the filter on the LMS home screen is set to "All". If it is set to "In progress", only the current course will be shown. Upcoming courses will only appear on the start date set in the academic calendar.

2. Grades not yet posted: quizzes generate the grade automatically after submission. WebQuests, projects and forums need to wait for the instructor to grade and post the grade.

You can check your grades in the LMS under Course panel > Grades.

If the grading deadline has passed and the grade has still not been posted, contact support through the new ticket page.

Why can't I access the learning environment?

The course access issue can happen for two distinct reasons: inadequate academic status or a problem with your Microsoft credentials.

1. Check your academic status in the Orbund system: only students with active status have access to the LMS. Statuses such as Hold (financial hold), Cancelled and Withdrawn do not allow access to the LMS or courses. Contact the Academic Office to check your status and get guidance on how to proceed, through the new ticket page.

2. Check for a conflict with other Microsoft accounts in the browser: this problem can happen because of multiple accounts logged in the browser.

• Make sure you are logged in only with your institutional e-mail (@student.must.com).
• If you are logged in with another account (such as a personal Gmail or another Microsoft account), log out of those accounts.
• Close the browser, open a new window (preferably a private/incognito one) and access the LMS again.

If you still cannot access it, open a ticket for technical support.

Courses and Activities

How do I replace a file that was uploaded incorrectly on the platform?

Submissions such as the WebQuest are one-time only, and after the final submission it is not possible to replace it through the platform. That is why, before clicking "Submit assignment" or "Submit final", you should carefully review the file's content.

If you want to submit another file and the deadline is still open, contact the course coordinator by opening a ticket with the coordination to check whether the activity can be reopened.

Connection, Grade and Deadline Issues

What should I do if I miss the deadline due to lack of internet, power outage or a system error?

Issues such as computer failure, power outage or internet connection are the student's responsibility and do not guarantee a deadline extension.

If you missed a deadline, it is essential to request an Incomplete, regardless of the reason, observing the academic calendar. Access the request form at app.pipefy.com/public/form/NVxH5w12. The request will be reviewed by the course coordination.

If the problem was a system error that prevented the activity from being submitted, take a screenshot of the error message and open a ticket for the IT team explaining what happened in detail.

How do I request that a course be reopened to submit activities (Assessment, WebQuest, Quiz, Forum) for health reasons?

If you need to reopen the course to submit activities for health reasons, it is essential to request an Incomplete immediately, observing the academic calendar. Access the request form at app.pipefy.com/public/form/NVxH5w12.

If you have already missed the deadline to request an Incomplete, contact your program's coordination by opening a ticket.

What should I do when I have internet connection problems while using the platform?

To complete your activities without interruptions, it is essential to have a stable, good-quality internet connection. Connection issues are the student's responsibility.

Recommendations:

• Check your connection before starting your tasks.
• Try to finish your activities ahead of time to avoid deadline problems, since deadlines will not be extended for connection failures.

Acceptance Agreement

How do I sign the Acceptance Agreement or regain access after missing the deadline?

The Acceptance Agreement is not reopened after it has been finalized. If you had health issues or a case of force majeure, contact your program's coordination to review your case, by opening a ticket.

Where do I find the Acceptance Agreement to unlock my courses?

The Acceptance Agreement usually appears as the third item inside the course in the LMS. If your course does not have this agreement, you can continue with the activities normally, as they will already be unlocked.

Where do I find the course's Acceptance Agreement, and how do I accept it if it does not appear in the LMS?

The Acceptance Agreement usually appears as the third item inside the course in the LMS. If your course does not show this agreement, you can continue normally with the activities that are already unlocked.

Platform and User Account Access Issues

What should I do when my username or password is considered invalid?

If, when trying to log in to Microsoft, you get a message saying your username or password is invalid, check whether you are correctly using your institutional e-mail (example: name@student.mustedu.com).

If the problem persists, try resetting your password or contact technical support.

How do I reset my password if I don't receive the e-mail or verification code?

If you have not received the verification code and want to reset your password, open a ticket with technical support to request help.

How do I reset my access password?

To reset your access password, go to Microsoft's official reset portal: passwordreset.microsoftonline.com. Enter your institutional e-mail and follow the instructions to create a new password.

How do I update my phone number or e-mail to receive Microsoft verification codes?

You can update your security information in your Microsoft profile (alternate phone or e-mail) by following these steps:

Go to mysignins.microsoft.com/security-info.

1. Click "Add sign-in method".
2. Choose the method you want to add or change: alternate phone, alternate e-mail or the Microsoft Authenticator app.
3. Follow the steps to verify the new method.

Can't access your account? If you cannot make this change yourself, open a ticket for technical support informing your name, student ID number and an alternate e-mail for contact.

Payments, Documents, Access and Technical Issues

What should I do when my password is not recognized?

Reset your password through Microsoft's self-service, at the reset portal: passwordreset.microsoftonline.com.

If it still does not work, your account may need manual verification or unlocking by technical support, by opening a ticket for the IT department.

How do I reset my password when the system does not recognize it?

Use Microsoft's reset portal: passwordreset.microsoftonline.com.

If it still does not work, your account may need manual verification or unlocking by technical support. In that case, open a ticket for the IT department.

How do I change the phone number or e-mail registered to receive verification codes?

Update your information on the Microsoft portal, in your security profile (alternate phone or e-mail), by following these steps:

Go to mysignins.microsoft.com/security-info.

1. Click "Add sign-in method".
2. Choose the method you want to add or change: alternate phone, alternate e-mail or the Microsoft Authenticator app.
3. Follow the steps to verify the new method.

If you cannot update it on your own, open a ticket with technical support.

Where do I find the Acceptance Agreement?

The Acceptance Agreement is available inside the course, directly in the LMS. It usually appears as the third item inside the course. If your course does not have this agreement, you can continue with the activities normally, as they will already be unlocked.

The first time you access the LMS, you will have 1 week to read and accept the agreement. This step is mandatory to have full access to the university's academic services and to be considered an "Active" student. Pay attention to the deadline to avoid access blocks and cancellation of your enrollment.

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See also

In the Knowledge Base

• How to Set Up Microsoft Authenticator on My Phone with My MUST Account?