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Troubleshooting Guide
Q: I get a Security Alert
"Revocation information for the security certificate....
If you see an alert similar to the one shown below.
A: Generally, this is caused by a default
setting with your internet browser. BEFORE you click on the
yes button on the alert window do the following: Open Internet
Explorer. Go to the Tools menu item and click the
Internet Options selection.
Click on the Advanced tab at the top of the
Internet Options window. Go to the Security section in
the Settings area of the window and Deselect the box next
to "Check for server certificate revocation" option. Click
on OK then you can click on the Yes button on the Security
Alert window. This should stop this message form appearing and
allow you to finish the CCA process.
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Q: I get through the CCA process but
I cannot get to any websites.
A: Sometimes this is caused by the default
settings of your web browser being configured to look for a proxy
server. You need to disable this option. In Internet
Explorer click on the Tools menu item and select Internet
Options.
Click on the Connections tab then the LAN settings button
Make sure there is NOT a check in the box next to the
Automatically detect settings option then click on OK.
Close all your browser windows and open them again and this should allow
you to browse to web sites.
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Q: I cannot access the login page. I
get the redirection page but then my browser gives an error and stops.
A: Generally, this is caused by an encryption (SSL)
problem with your browser. Encryption is required for
authentication to complete. Try another browser if you are unable
to correct the problem with the first browser. (IE -> Firefox; Firefox
-> IE). Usually, Firefox has
fewer encryption problems.
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Q: I am unable to ping the default
gateway address; shouldn't I be able to do this?
A: No, you will not be able to ping the default
gateway. This is normal.
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Q: What am I allowed to access when
Unauthenticated or Quarantined?
A: For the most part, remediation and help sites
such as
http://windowsupdate.microsoft.com, Clean Access Support and a few others.
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Q: I'm on a Macintosh or Linux
machine. I've opened my browser but I am not redirected to a login page.
What do I do?
A: You must try to go to a non-local site such
as www.google.com.
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Q: I'm on a Windows machine.
Sometimes I can login using the web page and at other times, the web page
tells me that I must use the Clean Access Agent, why?
A: You should always use the Clean Access Agent.
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Q: I am NOT able to access the
internet but the Clean Access Agent only allows me to "logout".
What’s going on?
A: The Clean Access Agent may not always detect
your network status. Please choose "logout" and then choose "login".
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Q: How do I logout?
A: Currently, the only way to manually logout is
to use the Clean Access Agent "logout" feature. Right-click the
Clean Access Agent icon in the system tray and choose logout. The
Clean Access Agent icon appears as follows in the system tray: 
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Q: I do not have a "logout" option
in the Clean Access Agent.
A: The Clean Access Agent does not always detect
your network status. Once you login through the Clean Access
Agent, you will have the "logout" feature.
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Q: Can I update Windows before I
login?
A: Yes, you can visit
http://update.microsoft.com before you login.
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Q: When I run Windows Update, I get
a message stating that the product key used to install windows is invalid.
Why?
A: Windows Update will fail if your Windows
Operating System is not properly licensed. You must have a legal
copy of the operating system to connect to the university network.
Please contact Microsoft or your PC manufacturer with questions.
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Q: Can I update my AntiVirus
program before I have logged in?
A: Yes, you can update McAfee products before
you login.
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Q: Do I have to use the Clean
Access Agent client?
A: Yes, all Windows PCs are required to use the
Clean Access Agent for network access.
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Q: What happens if I uninstall the
Clean Access Agent?
A: You will be required to reinstall the client
to re-authenticate when your login expires.
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Q: The Clean Access Agent client
does not offer a "login," just a "logout," and the web page tells me that
I must now use the Clean Access Agent to login; what do I do?
A: The Clean Access Agent does not always detect
your network status. Please choose "logout", then you will have
the "login" feature.
Q: I keep trying to install the
Clean Access Agent but it tells me that I can either Modify/Repair or
Remove the program.
A: The Clean Access Agent is currently installed
on your machine. You do not need to install it again.
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Q: How do I know Clean Access Agent
is running?
A: Look for
in
the lower right (SysTray) corner near the time display. You may
need to select the “<<“ to expand the list and show the Clean Access
Agent.
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Q: I do not see the Clean Access
Agent icon in my system tray; what do I do?
A: There are a few possibilities:
1. Clean Access Agent has not been installed.
- Please install Clean Access Agent to continue.
2. Clean Access Agent has been installed but you did
not select "Launch" at the end of the installation.
- Start Menu -> Programs -> Cisco -> Clean Access
Agent. Click "Clean Access Agent" to launch the program.
3. Clean Access Agent is "hidden" in the Systray.
- Please click on “<<“ to expand the system tray list
and show the Clean Access Agent, then login.
4. Your computer has a problem showing Systray icons.
- You may be able to use "Task Manager" to halt Clean
Access Agent and then launch it again. Start -> Run. Type "taskmgr"
and click OK. Look for "CCAAgent.exe". If you see it,
click "End Task" then relaunch it from the Start Menu.
5. Clean Access Agent is installed but not
running.
- Start Menu -> Programs -> Cisco -> Clean Access
Agent. Click "Clean Access Agent" to launch the program.
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