Support information

User support for all matters relating to the eduroam service (e.g. first-level support, user training and configuration of end devices) is provided by the user's home institution.

BTU members can contact the email address listed under Contact if they have any problems or questions. Assistance with configuring end devices for access to the eduroam network is also available from the helpdesk in the Verfügungsgebäude 1C building.

Support requests

Please include the following information about the failed login attempt/problem when submitting support requests:

  • Exact time (day, hour, minute)
  • Location (building, floor, room)
  • MAC address (physical address) of the WLAN card in the affected computer
  • Type and version of the operating system running on the affected computer
  • strength of the reception level (in % or dBm),
  • brief description of the error/problem.

Frequently asked questions (FAQ)

Question: I am a member of the BTU and will soon be visiting another research institution. I would like to use the eduroam service there. Can I configure the Wi-Fi settings on my PC here at the BTU and test them?

Answer: Yes, this is possible. To do so, use the wireless network named eduroam (configuration instructions).

Windows 11 with Update 24H2 (27 January 2025):

The following problem has been observed on individual computers running Windows 11 with Update 24H2:

  • After installing the Wi-Fi profile ‘eduroam (PEAPv0)’, the window for entering the Wi-Fi access data (login name/password) freezes.
  • This is believed to be a general problem with the 24H2 update.
  • No further constraints are currently known.

The following workaround is possible: Right-click on the network icon in the taskbar => Network and Internet settings => Wi-Fi => Manage known networks => Back arrow (top left) => Show available networks => eduroam (PEAPv0) => Connect

Very old WLAN devices (09.10.2024):

Starting in the 2024/2025 winter semester, TLS versions classified as insecure by the BSI (Federal Office for Information Security) (TLS 1.0 and TLS 1.1) will no longer be supported for access to the eduroam WLAN for BTU members.

WLAN devices running a very old operating system for which security updates are no longer available will no longer be able to use the eduroam WLAN from the 2024/2025 winter semester onwards (these include Windows 7, macOS 10.11.x, Apple iOS 10.x and Android 4.2.x). We strongly recommend updating affected Wi-Fi devices to a current operating system.

iPhone, iPad – Data protection warning (13 December 2022):

Question: Since installing the Wi-Fi profile provided under (Download), I have been receiving a data protection warning on my iPhone for the eduroam Wi-Fi network, indicating that the ‘private Wi-Fi address’ has been disabled for this network. Should I be concerned?

Answer: The introduction of the ‘private Wi-Fi address’ feature is controversial.

For technical reasons, the MAC address (also referred to as the Wi-Fi address on Apple devices) is required for a number of functions related to the network connection. Especially in networks that consist of numerous access points, such as at the BTU, it is helpful if a device always identifies itself with the same identifier.

Of course, every user is free to activate the ‘private Wi-Fi address’ feature. However, if this causes problems (regarding the stability of the Wi-Fi connection), the feature should be deactivated again in your own interest.

Support information - Intel network cards under Windows (13 February 2020):

Intel network cards running under Windows repeatedly exhibit aggressive roaming behaviour. Even though sufficient WiFi reception is available, the computer suddenly connects to an AP with a much weaker signal. The connection then usually breaks down completely at some point.

This problem can be counteracted by setting the roaming dynamics of the affected network card to the lowest value: Control Panel => Network and Sharing Centre => Change adapter settings => right-click on ‘Your wireless network card’ => Properties => Configure => Advanced => Roaming dynamics = ‘Lowest’.

Support information – WLAN access with Samsung mobile phones (29 June 2018):

On some Android devices (with Android versions 7.x to 9.x) from Samsung, it has been observed that the configuration interface for WLAN access still corresponds to the old Android 6.x.

This means that the configuration instructions provided for ‘Android (version 7.0 and higher)’ will not work. In this case, please use the instructions for ‘Android (version 6.x and lower)’. This should allow you to configure the WLAN on the relevant Samsung devices without any problems.

Support information – WLAN access with Windows (01.08.2017):

In Windows, it is possible to save WLAN login details (login name/password) on the system so that they do not have to be re-entered each time you log in to the WLAN.

If you change the password for your BTU account, the Wi-Fi login details stored on your Windows computer must also be updated so that the new password can be used to log in to the Wi-Fi network.

The easiest way to reset the Wi-Fi login on your computer is to simply reinstall the Wi-Fi profile used on your computer. The next time you log in, you will be asked for the new login details (login name/password).

Support information – WLAN access with Windows 10 (23 June 2017):

We are currently seeing an increase in WLAN problems with Intel AC network cards caused by the Creators Update for Windows 10. This results in a drastic reduction in transfer speeds on the affected computers.

An effective workaround is described on the Microsoft website (see Workaround #1).

Support information – wpa_supplicant under Linux (26 February 2014):

The wpa_supplicant is a software package (included in various Linux distributions) that is also required to establish a connection to the eduroam wireless network.

Version 2.1 of wpa_supplicant, released on 4 February 2014, contains a bug that prevents the WLAN connection to the eduroam wireless network from being established.

When updating your Linux system, please make sure that you do not update wpa_supplicant to the faulty version 2.1 – please stick with the previous version 2.0 for the time being, as this works without any problems.

The developers of wpa_supplicant are already aware of the bug and will fix it in a subsequent version.