CISCO Troubleshooting Guide
- I login using the Clean Access Agent, but the Clean Access Agent still keeps popping up. What is going on here?
- How can I stop the Clean Access login screen from popping up?
- Could it cause problems if my wireless is enabled when I am trying to access my wired connection?
- When I attempt to login using the Clean Access Agent, it gives me an SSL error. What do I do?
- I cannot access the login page. I get the redirection page but then my browser gives an error and stops.
- What am I allowed to access when Unauthenticated or Quarantined?
- 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?
- 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 Clean Access Agent, why?
- I am able to access the internet but the Clean Access Agent still allows me to "login". Am I logged in?
- I am not able to access the internet and the Clean Access Agent only allows me to "logout". What's going on?
- How do I logout?
- I do not have a "logout" option in Clean Access Agent.
- When I run Windows Update, I get a message stating that the product key used to install windows is invalid?
- Do I have to use the Clean Access Agent client?
- What happens if I uninstall the Clean Access Agent client?
- Cisco Clean Access Agent Problem – Setup Initialization Failed. What do I do?
- The Clean Access Agent client does not offer a "login," just a "logout," and the web page tells me that I must now use Clean Access Agent to login; what do I do?
- I keep trying to install the Clean Access Agent but it tells me that I can either Modify/Repair or Remove the program.
- How do I know Clean Access Agent is running?
- I do not see the Clean Access Agent icon in my system tray; what do I do?
- I get a 'Network Error' when connecting with Clean Access Agent.
- Microsoft Windows Patch Failure.
- What about Xboxes, Play Stations, etc.?
- After updating CCA, the log in option is grayed out. Why does this happen?
Q: I login using the Clean Access Agent, but the Clean Access Agent still keeps popping up. What is going on here?
Make sure that you are not connected to both the wired and wireless network at the same time. If connected via wire, turn off your wireless radio.
Q.How can I stop the Clean Access login screen from popping up?
Once you are logged out, the login screen for Clean Access will pop-up again. If this bothers you then you can exit out the program by right clicking the Clean Access Agent icon in the system tray and choosing the option Exit. If you do this, next time you need to connect to the Internet, you either have to start the program from the desktop icon or by restarting your machine.
Q. Could it cause problems if my wireless is enabled when I am trying to access my wired connection?
If you have a notebook computer, you may be prompted to authenticate frequently if you have both your wireless and wired access enabled. This typically happens when the wireless adapter is active and detecting a signal while the computer is using the wired connection. In Windows XP, go to Start > Control Panel > Network Connections and right-click on the adapter not in use and choose Disable. Your notebook computer may also have a button that can manually enable/disable wireless on or near the keyboard.
Q: When I attempt to login using the Clean Access Agent, it gives me an SSL error. What do I do?
You are probably connected to the wired and wireless network at the same time. The SSL cert for one will not work on another. Please turn off your wireless radio or unplug your network cable. Close the Clean Access Agent and wait for it to pop up again. Now log in.
Q: I cannot access the login page. I get the redirection page but then my browser gives an error and stops.
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. Also verify the settings in your browser by going into Tools - Internet Options and then make changes under the following tabs and save the changes upon each execution.
General Þ Clear all Temporary Files, and Cookies SecurityÞ Select 'Default Level'
Privacy Þ Select 'Default'
Advanced Þ Select 'Restore Defaults'
Q: What am I allowed to access when Unauthenticated or Quarantined?
For the most part, remediation and help sites such as windowsupdate.microsoft.com.
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?
You must try to go to a non-local site such as www.google.com.
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 Clean Access Agent, why?
It depends on when the last time your computer was "validated" to the network. By simply restarting the machine will not loose your validation and Clean Access will connect you automatically. However, if you have logged out manually or have shut down your machine for a long time, then you will be required to login through Clean Access Agent. Also, please note that all Certified or validated machines are required to revalidate once a week. This is to ensure that no machine is left unchecked for latest patches and hot fixes that came out after the machine was last validated.
Q: I am able to access the internet but the Clean Access Agent still allows me to "login". Am I logged in?
Yes, the Clean Access Agent may not always detect your network status. If you can access normal internet sites such as msn.com or, google.com, then you are authenticated.
Q: I am not able to access the internet and the Clean Access Agent only allows me to "logout". What's going on?
The Clean Access Agent may not always detect your network status. Please choose "logout" and then choose "login".
Q: How do I logout?
Currently, the only way to manually logout is to use the Clean Access Agent "logout" feature. Right-click the Clean Access Agent icon located in the system tray and choose logout. The system tray is located in the bottom right corner near the time display. Once you are logged out, the login screen for Clean Access will pop-up again. If this bothers you then you can exit out the program by right clicking the Clean Access Agent icon in the system tray and choosing the option 'Exit'. If you do this, next time you need to connect to the Internet, you either have to start the program from the desktop icon or by restarting your machine.
Q: I do not have a "logout" option in Clean Access Agent.
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.
Q: When I run Windows Update, I get a message stating that the product key used to install windows is invalid?
Windows Update will fail if your Windows OS is not properly licensed. You must have a legal copy of the operating system to connect to the university network.
Q: Do I have to use the Clean Access Agent client?
Yes. All Windows PCs are required to use Clean Access Agent for network access.
Q: What happens if I uninstall the Clean Access Agent client?
You will be required to reinstall the client to re-authenticate when your login expires. Also, please note that if you re-install Clean Access and you are running Firewall on your machine, then that Firewall must be reconfigured as well to allow Clean Access to run.
Q. Cisco Clean Access Agent Problem – Setup Initialization Failed. What do I do?
If you get an error that states “Set up initialization failed” while trying to install the Clean Access Agent, then it was corrupted during the installation process. Please attempt the download again. Try saving the file to your desktop, and then installing it from there.
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 Clean Access Agent to login; what do I do?
The Clean Access Agent does not always detect your network status. Please choose "logout", and 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.
Clean Access Agent is currently installed on your machine. You do not need to install it again. You can verify by going in to Control Panel - Add Remove Programs and see if the Cisco Clean Access is listed there.
Q: How do I know Clean Access Agent is running?
Look in the "System Tray" for in the lower right corner near the time display. You may need to click the Show Hidden icons button “<” to expand the list of hidden items to see the clean access icon. A Clean Access Agent icon normally looks like a Green Square with a key.
Q: I do not see the Clean Access Agent icon in my system tray; what do I do?
There are a few possibilities:
Clean Access Agent has not been installed. - Please install Clean Access Agent to continue.
Clean Access Agent has been installed but you did not select "Launch" at the end of the installation. – Click Start, Programs, Clean Access, then select Clean Access Agent to launch the program.
Clean Access Agent is "hidden" in the System tray. - Click on the Show Hidden icons button “<” to expand the system tray list and show clean access agent, then login.
Your computer has a problem showing System tray icons. - You may be able to use "Task manager" to halt Clean Access Agent and then launch it again.
Clean Access Agent is installed but not running. - Click Start, Programs, Clean Access, then select Clean Access Agent to launch the program.
Q: I get a 'Network Error' when connecting with Clean Access Agent.
Verify the TCP/IP settings under local area connection and make sure you have 'Obtain IP address automatically' and 'Obtain DHCP address automatically' options checked.
Q: Microsoft Windows Patch Failure.
If the user's system fails the check for current critical OS patches, the user is instructed to click on the URL for the Microsoft Windows update site and follow the instructions. Additionally, the user is provided the option to download a program that can assist in configuration of Microsoft Windows Automatic Updates. If you have installed all the patches from the Microsoft Web site and Clean Access still puts you in a temporary role and gives 'Missing Critical Windows Update' message, then please call the IT Helpdesk at 535-5441 for further assistance.
Q: What About Xboxes, PlayStations, etc.?
To connect your game console to the network, you must first bring it to the IT department so that we can get the MAC address. Game devices are automatically placed into a restricted network role which allows them to connect to the internet, but prevents access to network resources.
After updating CCA, the log in option is grayed out. Why does this happen?
If there was an update and it doesn’t allow you to log in, the firewall may be blocking it due to the update. You need to allow CCA through both the Windows firewall and your antivirus software’s firewall again. If the log in option is still grayed out, restart your computer and then try logging in again.
