FAQ - IT Services

Where do I find multimedia devices at AUP?

Multimedia devices can be borrowed by any member of the AUP Community, as long as they have a valid AUP ID card. You may borrow it from the multimedia office on the 5th floor, Quai d’Orsay (room 502). The opening hours and loan terms are detailed on the multimedia page.

What is a ticket and how do I submit one? How does the ticketing system work?

To get help from the It Services, you may call, email us, or step by the office. Please note we do not fix personal devices.

​We use a ticketing program called GLPI (Gestion Libre de Parc Informatique) to track and respond to IT problems and manage them.

When should I send a ticket?

Do you have a question about technology? Is a piece of hardware or software not working correctly? Send us an email to let us help you find a solution to your technological challenges. ​

How does it work? ​

> Send an email to itservices@aup.edu  ​or submit a ticket using the University Helpdesk tool by going to https://helpdesk.aup.edu.

> We receive the ticket and assign it to the IT Services team member ​best qualified to help you out.

> Once a ticket is assigned, you will receive a response via email from itservices@aup.edu.

> In order to follow-up on the ticket or respond, just reply directly to the email sent by our Helpdesk tool on Outlook, like you would for any email.

> All correspondence concerning your ticket should be handled through email replies.

How to print from my personal laptop?
  • Go to https://printing.aup.edu
  • Log in with you NetID (and password and follow the instructions on the site).
  • Choose web-print from the left panel
  • Click on “Submit a Job”
  • Select the printer that you want to print on by clicking on “Select this printer”
  • Upload documents
  • Upload from computer (then select the file you need to print)
  • Upload and complete
What is the faculty portal?

The faculty portal is an online gateway where AUP faculty can perform certain academic activities like viewing their teaching schedules and class rosters, interact with their advisees if they are advisors, enter grades, etc.

What is the student portal?

The student portal is an online gateway for AUP students services like online registration, unofficial transcripts, class schedules, grades, enrollment certificates, billing statements, etc.

Can I use my personal email address instead of my AUP address?

Your AUP email account cannot be forwarded to an external address. You have to use your AUP email address when conducting university business because important messages from the university are often only sent by email. Only the messages related to your AUP NetID maintenance and password reset will be sent to your personal address.

Also, the IT department will use this address to keep you informed of application updates, warnings, training and other technical information. Please check your AUP email on a regular basis to keep in touch with your AUP fellow students, colleagues, faculty and staff.

Why do I have to reset my password every three months?

Resetting your password every three months optimizes cybersecurity, ensures your privacy and complies with the IT standards. Here are tips on how to create a strong password.

I forgot to reset my password and my account is expired. How can I get my account back?

Go to https://my.aup.edu/cant-log-in

If you know your NetID and you know it is active, choose:

I need a new password and I have an AUP NetID

If you are an alumnus and would like to request an account or have no longer access to your personal e-mail account, please fill out the form provided on the website.

If you have other problems logging in

  • If you are a new employee, your account will be created once you have signed your contract.
  • If you have been newly admitted, you will receive your NetID within two days.
  • If you are trying to access a student government or club account, please contact the Student Leadership Office.

For all other cases, please contact IT Services.

Where can I find multimedia devices outside AUP?

The main place to find multimedia devices outside AUP is la Fnac (there are several stores around Paris). If you need help with a purchase decision on A/V equipment or advice on installation, we provide consulting and installation services. We will guide youto make the best decision based your needs and budget.

For a start, here are two good addresses for multimedia devices.

For photography, we advise you to go Boulevard Beaumarchais:

For hardware, you may also go rue Montgallet:


What do I do if I want to buy software/hardware?

The ITS centralizes all requests from AUP departments and staff. Our team may analyze them and offer you alternatives to meet your needs. We then make an order, insure material reception and then transmit it to you. The budget concerned is either the ITS's or your department's, depending on your needs.

You first have to fill out a form (for hardware or software) You have to contact us in advance and before the semester you will use the material.
The ITS Team can also advise you on hardware and software based on your needs, projects and financial means. You may then choose who your provider will be. We usually use Amazon, Loca-Images and Mico.