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Technical University of Munich
Technical University of Munich

The eduroam connection is not working. What can I do?

  • Briefly deactivate and then re-activate the WLAN function at the exact spot where you need access to eduroam so that your device is currently connected to the best access point.
  • Experiment with the position of the device, such as where the laptop is situated on the desk. Our experience is that even a slight adjustment is sometimes helpful.

Support

If you still do not have access after carrying out the measures mentioned above, let us know per e-mail at it-support@tum.de. We need the following information to handle your inquiry as quickly as possible:

1. MAC address of your device

a) How to find the address on Android devices

  • Open "Settings" on your Android smartphone.
  • Select "General" and scroll down to "About device" at the very bottom.
  • Select "Status".
  • Somewhere in the middle you will see "Wi-Fi MAC Address".

b) How to find the address on an iPhone/iPad

  • Open "Settings".
  • Go to "General" and then select "About".
  • Scroll down until you see Wi-Fi address.

c) How to find the address on other Windows devices

  • Press the "Windows" and "R" keys at the same time to bring up the "Run" command.
  • Enter "cmd" in the dialogue box and press enter to launch the Windows console.
  • Type in "ipconfig /all" and press enter.
  • You will now see a variety of connectivity information divided into various sections. The MAC address is usually in the second category under the heading "Ethernet adapter Local Area Connection".
  • Look for either "Physical address" or "MAC address" followed by the 12 digit hexadecimal MAC address.

2. Location and precise time

To track down the issue, we need as much detailed information as possible regarding where (address, building, room number) and when the problem occurred. It's not necessary to notify us immediately. You have up to one week to report the problem. For reasons of data privacy however, after one week we unfortunately no longer have the possibility to access the data we need to find a solution.

3. User name

We also need the user name with which you attempted to log on (usually „<tum-kennung>@eduroam.mwn.de“).

Our goal is to provide access the best access possible to eduroam and to find quick solutions to any problems that arise! Please understand that we cannot always achieve this goal when it comes to less common devices and configurations. Thank you!

 

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