Frequently asked questions

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Help

I have a computer/IT problem or question, who should I contact?

For a problem or a question concerning the computer equipment or digital services of the university, you can contact the students’ IT support writing to sos-etudiant@univ-grenoble-alpes.fr, calling 04 56 52 97 20 or going directly on students’ IT support offices. For more information and to know the locations and duty hours of the support, go to the "Students’ IT support" webpage.

I made a request to the students’ IT support, how can I be sure that my request is taken into account?

If you made a request to “SOS étudiants” via the address sos-etudiant@univ-grenoble-alpes.fr, you should have received an email confirming the creation of your request in our databases. You will then receive notifications by email in case of response or change in the status of your request.

Applications

I need to send to someone a large attached document that can’t be sent by email, what can I do?

The large attachments can be sent using the FileSender application. It’s a secure application with which you can send all types of document to your recipients, whether they are part of the university or not. For more information, go to the "FileSender (sending large file)" webpage.

I have no more storage space in my Zimbra mailbox, what can I do?

You can store a maximum of 5GB on your Zimbra webmail. When you reach this maximum capacity, you can no longer receive or send emails. This is why it’s very important to do some cleaning (if possible regular) in your mailbox, in particular by deleting obsolete emails or attachments which take up a lot of space and which are generally useless to keep. You also have the possibility of creating archives if you don’t want to delete certain emails but you don’t need to consult them for your daily work. Go to the "Zimbra (webmail)" webpage, in the document "Zimbra Webmail" in the download box, you will find all the information you need to create archives or delete attachments.

I want to check the availability of my classmates to plan work meetings, which tool should I use?

The university offers you the "Evento" tool developed by RENATER. It’s a secure tool that makes it easy to create surveys, in particular to propose dates for voting to plan a meeting. For more information, go to the "Evento (meeting planner)" webpage.

Digital profile

I forgot my password, how can I retrieve it?

Just go to your LEO Intranet for example, and click on the link "Mot de passe oublié” (I forgot my password) of the authentication page. This link point to an automated password recovery procedure. If the online recovery procedure doesn’t work, contact the students’ IT support.

Where can I find my student number or my “INE” number?

The student number as well as the INE number are available on your student card or on your university certificate. Please note, if you’re not a French student, you don’t have INE number.

Network and Internet services

How do I connect to Wi-Fi at university?

There are several ways to connect to Wi-Fi at the university. If you have UGA Agalan login details, you can connect to “wifi-campus” or to “eduroam”. To find out more and help you choose your connection, you can consult the "wifi-campus? VPN? Eduroam? What’s the difference?" webpage.

wifi-campus? VPN? eduroam? What’s the difference?

All of these technical terms can destabilize. What do they mean? What are they for? What is the difference between them? Consult the "wifi-campus? VPN? Eduroam? What’s the difference?" webpage to find out.

I can't connect to Wi-Fi, what should I do?

If you have a problem with your Wi-Fi connection, first check that your laptop's Wi-Fi is activated. If the problem persists, you can consult the state of the establishment's network infrastructure by going to https://nomadisme.grenet.fr/ from a smartphone or another computer station. You can also ask for advice by going on the students’ IT support offices or by calling 04 56 52 97 20. Consult the "Students’ IT support" webpage for the locations and duty hours of the support.

Computer workstations

I want to print documents, how to do it and where should I go?

Copiers are available throughout the campuses. The “Reprographie” department can also help you with your printing. For more information, go to the "Reprographie, impression" webpage on LEO, your student Intranet.

How do I recharge my print account?

Thanks to your university login and password, you can recharge your account (by credit card) from an online platform. For more information, go to the "Reprographie, impression" webpage on LEO, your student Intranet.

Security - Data protection

I received an email and it seems strange to me, how can I know if it’s a phishing email?

There are several ways for knowing if an email is secure or not. You can consult the "How to recognize a phishing email" webpage to know them all. Anyway, if your doubt persists, never click on the links present in the emails, nor on the attachments to this email. Never give information about yourself on websites that aren’t trusted ones.
Don’t hesitate to ask for an opinion by contacting students’ IT support. To find out how to contact the support, go to the "Students’ IT support" webpage.

I gave my password inadvertently / I think I have had my account hacked, what should I do?

You must immediately change your password, to help you, you can consult the "How to change my password?" and "How to generate a secure password?" webpages. Also notify the IT support, in case the hacker has had time to commit infractions or send fraudulent messages on your behalf. To find out how to contact the support, go to “Students’ IT support” webpage.

As a reminder, a password is personal and cannot be transferred. You must not give it to anyone, not even a member of your family.

Online courses

I have a problem or a question in relation to an educational platform, who should I contact?

If you have any problems with the educational platforms, you can download French tutorials:
> Les tutoriels pour suivre vos enseignements à distance.
> Les tutoriels pour suivre vos examens à distance.

You can also contact sos-etudiants@univ-grenoble-alpes.fr

Published on December 10, 2020
Updated on July 11, 2023

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