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This means that you must reject any requests not containing a realm element outright to enforce the NAI format, even if they are your own users. This should effectively drive the user to the help desk or the student help pages, and your eduroam documentation should explain clearly why the NAI format is necessary. With appropriate tools and settings (such as the eduroam CAT and and the geteduroam app togetherApp together), enforce the correct format from the start and reduce future calls to the help desk from off-site roamers (or roamers at student facilities where eduroam is provided by a third party).
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