When contacting support please include as much information as possible relevant to the problem.

In particular the following information are depending on the problem usually important:

• the operating system and version;
• the application where the error or event occurred (e.g. error message in the web browser or from the VPN client etc.);
• the attempted action when the error occurred (e.g. connecting to the WLAN eduroam, login with the VPN client, checking email messages, visiting a certain web site etc.);
• as far as possible the exact error message (a screenshot can be helpful);
• date and time the error occurred (this helps us to correlate error messages and events);
• with problems regarding login into services like the WLAN give the used username;
• is the error/event repeatable? (e.g. rebooting and trying to log in with the WebPortal results in the same error message).

Some answers to frequently asked questions can be found in the FAQ.

studIT also has an extensive wiki with information regarding WLAN and other services.

On questions and problems please contact the Hotline / Helpdesk of the GWDG:

• Monday to Tuesday, 7:00 till 23:00 o'clock
  Saturday and Sunday, 10:00 till 18:00 o'clock
• Hotline: (0551) 201-1523
• E-Mail: support@gwdg.de

If further assistance is required, on special questions or for help with the installation and usage contact the GoeMobile support. We are there for help!

• For some background information see the following articles on Wikipedia…
  • WLAN in general
  • eduroam
  • IPSec (VPN, encryption of a connection through a tunnel)
  • SSL (protocol for encryption, e.g. in a browser)
• Product pages by Cisco for…
  • Cisco VPN Client (IPSec)
  • Cisco AnyConnect