FAQ - Information Technology (IT)

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

If the submission has already been finalized, the Edit submission button will no longer be available — in this case, contact your course coordinator to check the possibility of reopening it.

If you receive an error message when attaching the file, open a ticket with your full name, email, course name, and a screenshot of the error.

If you have completed all items in the course (including non-graded activities) and progress has not reached 100%, you can request that the MUST team investigate.

Before contacting support, check the following:

• Make sure you have accessed all course items, including informational materials and non-graded activities.
• Check if the course has ended. If it's still ongoing, new items may be released according to the calendar.
• Ensure 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 in the course.

After the course ends, instructors have up to 3 days to grade and post the scores for all activities, including forums and WebQuests.

If the WebQuest or reading links do not work, open a ticket for the Instructional Design department with the following information:
• Your student ID and full name
• Course name where the issue occurs
• Link or screenshot of the problematic content

If you can't upload or delete files in Capstone, follow these steps:

1. Check the file:
• Use allowed formats (.pdf, .docx)
• Make sure the file is not corrupted or named incorrectly (avoid / \ * ? %)

2. Correct submission:
• Upload 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:
https://mustedustudents.freshdesk.com/pt-BR/support/tickets/new

• The Acceptance Term is only available on the course start date and has a specific deadline, currently one week.

• Courses are made available according to the academic calendar (accessible via Must Virtual).

Note: In master’s programs, only one course is released at a time.

You can access the course materials directly in your AVA. They are typically available in two formats:

Link-type materials (weekly materials):
These materials appear as pages you can read directly in AVA. At the end, there's usually a “Download” button or link. Click it to save the PDF to your computer or phone if you want to study offline.

Files in PDF or other formats:
Some materials are uploaded directly as files. In these cases, just click the file name to open it in a new tab or download it, depending on your browser or device.

Tip: If using your phone, it's important to have a PDF reader app to view the files properly.

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

If your courses, forums, or materials are not showing up on the AVA, follow these steps:

1. Check the course start date:
Courses are only accessible from their official start date as stated in the academic calendar available on Must Virtual.

2. Complete the Acceptance Term:
After the course starts, you must complete the Acceptance Term to unlock materials and activities.

3. Check the status filter on the AVA homepage:
On the AVA home screen, filters like “In Progress,” “Completed,” and “All” are available. Make sure you’re selecting the correct option to view your active courses.

If the issue persists after these steps, contact technical support.

There is no extension for missed deadlines. If you missed a deadline for a task or assessment, you must request an Incomplete via the form for evaluation and approval (or not) by the coordination and academic direction. The form is available at:

https://app.pipefy.com/public/form/NVxH5w12
Make sure to check the incomplete request deadlines in the academic calendar before submitting.

• After successfully logging into the LMS, on the "My Courses" homepage, check the course status filters: "Completed", "In Progress", or "All". Select the "All" option.

If no courses are displayed, contact the Academic Office by opening a ticket and request verification of your enrolled courses.

• If you’re unable to log into the LMS, check your academic status on the student portal (Orbund). Only students with status active, active-capstone, or enrolled can access courses.

If your status is different, please contact the Academic Office.

If the course you need is not visible in the LMS, check the status filter on the homepage:

On the LMS homepage, you’ll find filters such as:
• In Progress
• Completed
• All

Make sure the option "All" is selected to view all available courses.
You can also use the start date filter to locate a specific course.

If the course is still not visible, contact the Academic Office:
https://mustedustudents.freshdesk.com/en/support/tickets/new

The course didn’t open on the expected date or disappeared from my profile. What should I do?

If your course did not open on the scheduled date or disappeared from your profile, open a ticket addressed to the Registrar’s Office:
https://mustedustudents.freshdesk.com/en/support/tickets/new

• To view your courses on the LMS homepage, ensure the "My Courses" filter is set to “All”. The "In Progress" filter shows only your current course.

• To check grades: go to Course Dashboard > Grades.

Note: Quiz grades appear automatically after submission. Project and forum grades depend on instructor review. If the grading period has ended and your grade is still missing, open a support ticket.

• Both the Student Portal and LMS use your MUST Microsoft credentials (institutional email).

• Make sure you're not logged in with a personal Microsoft account (Outlook, OneDrive). If you are, sign out and try again using incognito mode or another browser.

• Always use your institutional email (@student.must.com).

If the problem persists, take a screenshot of the error and open a support ticket.

This issue usually occurs when the first login wasn’t completed properly, especially the setup of two-step verification (MFA).

To resolve this:
1. Go to: https://login.microsoftonline.com
2. Log in with your institutional email (@student.must.com)
3. Create a new password and set up MFA using the tutorial:
https://mustedu.freshdesk.com/a/solutions/articles/154000222013
4. Use this new password going forward.

If the issue continues, open a ticket with a screenshot of the error.

• This may happen due to long inactivity or unstable internet connection.

• Save your progress frequently and interact with the platform regularly.

• Try restarting your browser and clearing your cache.

If the issue persists, take a screenshot and open a ticket with the IT department.

• Error 401 is caused by authentication issues, usually from multiple Microsoft accounts being signed in.

• Sign out of all Microsoft accounts (Outlook, Office Online, etc.), clear your browser cache and cookies, and try again using your institutional email.

If the problem persists, open a ticket requesting IT to check your account link.

Access issues may be caused by two main reasons: inadequate academic status or Microsoft login conflicts.

1. Check your academic status in the Orbund system:
Only students with active status can access the LMS.
Statuses like Hold (financial issue), Cancelled, and Withdrawn do not allow LMS access.

Contact the Academic Office to confirm your status and receive guidance:
https://mustedustudents.freshdesk.com/en/support/tickets/new

2. Check for Microsoft account conflicts in your browser:
This may happen due to multiple accounts signed in.

• Make sure you are logged in only with your institutional email (@student.must.com).
• Sign out of any other accounts (e.g., personal Gmail or Microsoft accounts).
• Close your browser, open a new window (preferably incognito), and try accessing the LMS again.

If you still can't access it, open a support ticket:
https://mustedustudents.freshdesk.com/en/support/tickets/new

Activity submissions such as the Webquest are single attempts and cannot be replaced after final submission.

Therefore, before clicking “Submit assignment” or “Submit permanently,” review the file content carefully.

If you want to send a new file and the deadline is still open, contact your course coordinator to check the possibility of reopening the activity by opening a ticket:
 https://mustedustudents.freshdesk.com/pt-BR/support/tickets/new

Problems such as computer failure, power outage, or internet connection are the student’s responsibility and do not guarantee deadline extensions.

If you missed a deadline, you must submit an Incomplete request, regardless of the reason. Check the academic calendar for the appropriate request window.

Submit your request here:  https://app.pipefy.com/public/form/NVxH5w12 
The request will be reviewed by the program coordination team.

If the problem was a system error that prevented submission:

• Take a screenshot showing the error message;
• Open a ticket with the IT team explaining the situation in detail;

If you need to reopen a course to submit assignments due to health issues, you must immediately request an Incomplete. Check the academic calendar for request periods.
 https://app.pipefy.com/public/form/NVxH5w12 

If the deadline has already passed, contact your program coordination. Open a ticket here:
 https://mustedustudents.freshdesk.com/pt-BR/support/tickets/new

A stable and reliable internet connection is essential for completing your activities. Connection problems are the student’s responsibility.

Recommendations:

• Check your internet before starting your assignments.
• Finish your activities in advance to avoid issues, as deadlines will not be extended due to connection problems.

The Acceptance Term is not reopened after the deadline. If you experienced health or force majeure issues, contact your program coordination to evaluate your case.

Open a ticket here: https://mustedustudents.freshdesk.com/pt-BR/support/tickets/new

The Acceptance Term normally appears as the third item within the course in the Virtual Learning Environment (AVA).

If your course does not include this term, you can proceed with the activities normally, as they are already available.

The Acceptance Term usually appears as the third item within the course in the AVA.

If your course does not include the term, you may proceed with the activities as they are already unlocked.

If the Microsoft login says your username or password is invalid, make sure you're using your institutional email correctly (e.g., name@student.mustedu.com).

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

If you don’t receive the verification code to reset your password, open a support ticket to request assistance.

To reset your access password, go to Microsoft’s official reset portal:
https://passwordreset.microsoftonline.com

Enter your institutional email and follow the instructions to create a new password.

You can update your security information (phone or alternate email) in your Microsoft profile:
https://mysignins.microsoft.com/security-info

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

Can’t access your account?
If you can’t make the change, open a ticket with technical support, providing your name, student ID, and alternate contact email:
https://mustedustudents.freshdesk.com/pt-BR/support/tickets/new

Reset your password using Microsoft’s self-service tool:
https://passwordreset.microsoftonline.com

If it still doesn’t work, your account may require manual verification or unlocking. Please open a ticket for the IT department.

Use Microsoft’s password reset portal:
https://passwordreset.microsoftonline.com

If it still doesn’t work, your account may need manual verification or unlocking by the technical support team. In this case, open a ticket with the IT department:
https://mustedustudents.freshdesk.com/en/support/tickets/new

Update your security information on the Microsoft portal. You can change your security data (alternate phone or email) by following these steps:

Access: https://mysignins.microsoft.com/security-info

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

If you can’t update it yourself, open a ticket with technical support:
https://mustedustudents.freshdesk.com/en/support/tickets/new

The Acceptance Term is available within the course on the Virtual Learning Environment (AVA). It usually appears as the third item in the course.

If your course does not include the term, you can proceed with the activities normally, as they will already be available.

When you first access the AVA, you will have 1 week to read and accept the term.

This step is mandatory to gain full access to the university’s academic services and to be considered an “Active” student.
Make sure to complete it within the deadline to avoid account blocks and enrollment cancellation.