End-User Support#
If you are using eduVPN and need support, find the contact information by searching for your institute on the link below:
Every organization listed operates their own eduVPN server, there is no “central” server managed by the eduVPN project, so we can’t necessarily help you.
The contact information listed on the page above is your first-line support contact. They can also help you with the installation and configuration of the VPN software. If they can’t help you with your problem, they have the option to contact us.
If your organization is not listed there, chances are they are not registered with us. In this case, also try to contact the IT department of your organization first.
If you can’t find any contact details and don’t know who to reach out to, you can contact us at eduvpn-support@lists.geant.org. Before contacting us, make sure you installed all operating system updates on your system, including updates for the eduVPN application, if available, and make sure you restart your system/device first to see if that solves the problem.
When contacting us, do NOT forget to mention:
- The organization you study at or work for;
- The operating system you are using, e.g.: “Windows 11”;
- The version of the eduVPN client (e.g.: “4.5”);
- The exact steps you took to reach the problematic situation;
- The exact error message (if any);
- Whether the VPN works on any other device you might have, for example on your phone;
- Whether there are any colleagues or other students that have the same issue.
Answering at least some of these questions in your initial email avoids us having to ask you. A message sent from a personal email address that only says that the VPN doesn’t work, without any other details, doesn’t make it easy for us to help you.
If you are a “Power User”, you can check out the Applications page for more information on the various eduVPN clients.
If you think the problem you are seeing is due to a bug in our software you can check the issue trackers of the eduVPN clients to see if you find something that looks like your problem. Don’t forget to mention it if you find your particular issue in the tracker when contacting us.
Issue trackers: