Helpdesk

If you do not respect the code of conduct at a connection point and there are legal proceedings that require the disclosure of your identity, the Restena Foundation, like the other eduroam identity providers, is able to do this. At the Restena Foundation, we intend to comply with the law and will act accordingly.

When you connect to a connection point, the operator in charge of this point is able to choose which applications a visitor is authorised to use. Hence, they can block certain ports. 

If the connection point refuses the use of certain applications or ports, you can use the virtual private network (VPN) provided by the Restena Foundation or, as the case may be, by your institution of origin. Activating the VPN will allow you to access the RESTENA network or that of your institution directly.

Not under any circumstances. Your password is encrypted all along its route to the authentication servers of your identity provider (the Restena Foundation if you have an account of the type @education.lu and/or a RESTENA user account). Only the confirmation of your authentication is visible to the connection point.

Not necessarily. On most software, you can hide your email address by replacing everything to the left of "@" in your username with arbitrary data, such as "anonymous@education.lu". We call this an "external" or "anonymous" identity. Nevertheless, your current email address is still necessary in the part called the "internal identity" (which is not visible, except to the Restena Foundation or your identity provider). 

No. The use of eduroam is entirely free of charge for all holders of an eduroam account, and this applies worldwide. The Restena Foundation does not invoice its own users, or the institutions that implement the service for their employees, for the provision of an eduroam account. The only investment required is to have equipment that is compatible with eduroam.

Since each university and research institution is free to choose whether or not to offer the eduroam service, it is possible that the university where you are does not offer this service. Please consult the list of access points in Luxembourg on the website eduroam.lu, or you can find the complete list at eduroam.org

In the first instance, please consult our dedicated documentation entitled 'Configuring your access to eduroam RESTENA'. You will find plenty of information there. If that is not enough, contact our helpdesk via email at helpdesk@restena.lu

There is no catch. Very often, universities offer a local wireless network anyway, and the costs generated to allow roaming are not very high. Therefore, access can easily be provided free of charge to users.

Unfortunately, that is not possible. If you do not have your own email account, you will not have a password either. But you need a password to authenticate yourself.

eduroam WiFi networks must be encrypted, therefore as soon as connect to eduroam a new encrypted key is sent to you, which is exclusively for your own use and solely for this connection point. People who are nearby will not be able to obtain this data.

However eduroam guarantees this protection only on the "wireless" part, please bear in mind that you are connected to the internet, and that your data must be properly protected by your applications and/or VPN after leaving the connection point.

Depending on the institution to which you belong, the Restena Foundation may be your eduroam access provider. If you have an email account of the type @education.lu and/or a RESTENA user account, the Restena Foundation manages your access. 

For other research and education employees in Luxembourg, this connection is provided directly by their institutions of origin, provided that the latter have taken the necessary steps to obtain it. For this, consult the website eduroam.lu or your IT department.

Several thousand eduroam connection points are available at numerous universities, research centres and schools in Europe and beyond. Please consult the list of access points in Luxembourg on the website eduroam.lu, or you can find the complete list at eduroam.org

Only the authentication result (success or failure) is communicated by the Restena Foundation. At the connection point's request, the Restena Foundation can also provide a 128-bit number that makes it possible to recognise you the next time you connect to the same point, but this number cannot be used to reveal your email address or password. The number provided is identical, even if you change your external identity or use different equipment to connect.

Yes. As a teacher in Luxembourg with an e-mail address ending in @education.lu, you are an individual user of the Restena Foundation services. As such, you can obtain client certificates.

1. The interested eligible institutions have first to return by e-mail to the Restena Foundation the duly completed TCS service subscription form. 
2. Upon receipt of this document, the Restena Foundation processes and validates the request, and then creates an entry for the interested organisation on the Sectigo Certificates Manager (SCM) platform . The validation of the organisation name and address is performed by Restena Foundation at this stage.
3. The Restena Foundation contacts the future administrators of the institution with an initial password to the SCM platform, which has to be changed on first login

1. Go to the RESTENA User Portal, which contains all of the tools for managing your online account.
2. Once you’re logged into your profile, select the ‘Change e-mail protection’ section
3. In this section you can choose to activate (or deactivate) the function that suits you best

• Redirect to Inbox (default)
• Automatic moving to a ‘Junk/Spam’ folder (recommended)
• Direct deletion before downloading

Warning: The automatic direct deletion of messages marked as *****SPAM***** before downloading them to the electronic mailbox involves a certain risk of incorrectly identified mail loss.

1. Go to the RESTENA User Portal, which contains all of the tools for managing your online account.
2. Once you’re logged into your profile, select the ‘Change password’ section
3. Enter your new password in the ‘New password’ field
4. To confirm your new password, enter it again in the ‘Confirm new password’ field
5. Then click on ‘Change’

1. Download and install the eduVPN client on your computer, tablet or smartphone according to the operating system of your device (Windows, macOS, iOS, Android or Linux).
2. Make sure you have your username and password from the institution providing your access.

Detailed configuration instructions, specific to each type of device, are described in the user manual: Configure your access to VPN 'eduVPN.

Important: For people working on behalf of National Education in Luxembourg, the IAM login credentials provided by the Ministry of National Education, Children and Youth are not valid.

Note: Access to eduVPN is only available to those working at an institution connected to eduID Luxembourg.

• If you would like to subscribe to the TCS certificate service on behalf of your institution complete and send the TCS service subscription form by e-mail to admin@restena.lu
• If you benefit from the Restena Foundation services, and would like to get a client certificate, please send an email to helpdesk@restena.lu. A more automated procedure is currently being prepared.

Complete and send the "Incident reporting form" by e-mail to csirt@restena.lu or contact the Restena Foundation by phone.

Yes.

Of course, the certification authority Sectigo has published a very complete knowledge base: the Sectigo Knowledge Base. As a first step, we advise you to have a look at the Sectigo® Certificate Manager Quick Start Guide.

There is no defined duration to activate your TCS certificate service, but a few working days need to be anticipated.

• If your institution is registered in the Trade and Company Register (Registre de Commerces et des Sociétés), please use that exact name and address.
• If your organisation is a public institution, please use the exact name and address as stated on the Public Service Directory (L’annuaire des sites internet public luxembourgeois).

If your institution is part of the research and education sectors in Luxembourg or if you are a user of RESTENA services, your privileged point of contact is the Restena Foundation. 

Other Luxembourg public Computer Security Incident Response Team (CSIRTs) are to be contacted depending on the sector of activity of your entity. To find your contact person, we invite you to visit the cyber security website, section "Signaler".

The TCS Subscriber form is a legally binding document and it is only available in French language.

There are multiple scenarios that can block the sending of your e-mails:

• Incorrect configuration of mail software: Check the name of the outgoing SMTP mail server. This must be encoded as follows: smtp.restena.lu. To help you set up your mail software, view our user manual 'Configure your email access'..
• SMTP authentication not set (‘inactive’): If the Restena Foundation is not your ISP, SMTP authentication for your e-mail client is required. To make this change, view our user manual 'Configure your email access'.
• Default port for sending SMTP e-mail is blocked: If the Restena Foundation is not your ISP, you may have trouble sending mail from our SMTP server ‘smtp.restena.lu’. In this case, open the settings of your mail software and change the SMTP port used for sending by replacing 25 (default) with 587. To make this change, view our user manual 'Configure your email access'..
• Communication blocked by local firewall and other installed security software: Configure your firewall to allow the SMTP gateway to our SMTP server “smtp.restena.lu”. For more information, refer to the documentation of your firewall.

Tip: You can check your Internet Service Provider with the custom network diagnostics on our Helpdesk page.

There are multiple scenarios that can block the receipt of your e-mails:

• No network connection: Check that the connection to the internet / network is established correctly.
• Incorrect configuration of mail software: Make sure you have set up your incoming mail server (mail.restena.lu) and your username, then check that the proprietary Microsoft option ”Login with secure password authentication (SPA)” is not selected.
• Problem with antivirus software and/or firewall: Check that your antivirus / firewall software is working correctly. Refer to the documentation of your antivirus / firewall software

In an effort to limit the volume of SPAM originating from their network, some Internet Service Providers impose a restriction on their clients by blocking the default SMTP port (25) from sending messages to an SMTP server other than those which are part of their own network.

If the Restena Foundation is not your ISP, you may have trouble sending mail from our SMTP server ‘smtp.restena.lu’. In this case, open the settings of your mail software and change the SMTP port used for sending by replacing 25 (default) with 587. To make this change, view our user manual 'Configure your email access'.

Note: Users connected to the internet via the Restena Foundation’s ‘DSL/Fibre Access’ service and users of the Webmail service are not affected by this restriction.

You have probably run into an authentication problem: check your username and password!

• Make sure to use and correctly enter the login details you use to login to your institution.
• If you work on behalf of National Education in Luxembourg, the IAM login credentials provided by the Ministry of National Education, Children and Youth are not valid.

If the problem persists, check:

1. your device is properly connected to the Internet;
2. your VPN connection is correctly configured by referring to our user manual 'Configure your access to VPN ‘eduVPN’'.

Note: Access to eduVPN is only available to those working at an institution connected to eduID Luxembourg.

• If you represent an institution and would like to obtain certificates on its behalf, you can request for 3 types of certificates: server certificates (SSL/TLS), signature certificates for items/code signing and signature certificates for documents.
• If you are an individual user in the institution, you can obtain a client certificate.

In this scenario, the Restena Foundation is alone empowered to create all the concerned organisations and make them manageable by your own organisation. Please contact us at helpdesk@restena.lu

The TCS certificate service is to the benefit of Luxembourg institutions operating in the sectors of education, research, culture and administration as well as to any individual users of those institutions.