Cisco Clean Access - Troubleshooting
Frequently Asked Questions
Clean Access Agent Installation
Q: Do I have to use the Clean Access Agent?
A: Yes. All Windows PCs are required to use the Clean Access Agent for network access.
Q: I cannot install the Clean Access agent, it warns me about administrative rights.
A: You must be logged onto your computer as a user with administrative rights or as the administrator. Contact Help Desk (517-629-0479) if do not have administrative rights.
Q: How do I know Clean Access Agent is installed successfully?
A: Look in the "System Tray" in the lower right corner near the time display. You may need to select the "<<" to expand and show the Clean Access Agent icon.
Q. I installed Clean Access last year but it's telling me to install it again, do I have too?
A. Yes, last year's version is out of date. Please update to the current version of Cisco Clean Access agent.
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.
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: Clean Access Agent is currently installed on your machine. You do not need to install it again.
Q: I do not see the Clean Access Agent icon in my system tray; what do I do?
A: There are a few possibilities:
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Clean Access Agent has not been installed.
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Please install Clean Access Agent to continue.
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Clean Access Agent has been installed but you did not select "Launch" at the end of the installation.
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From the "Start" menu, then "Programs", then "Cisco", then "Clean Access Agent", then "Clean Access Agent" to launch the program.
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Clean Access Agent is "hidden" in the Systray.
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Please click on "<<" to expand the system tray list and show Clean Access Agent, then login.
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Your computer has a problem showing Systray icons.
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You may be able to use "taskmanager" to halt Clean Access Agent and then launch it again.
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Clean Access Agent is installed but not running.
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From the "Start" menu, then "Programs", then "Cisco", then "Clean Access Agent", then "Clean Access Agent" to launch the program.
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Login and Logout
Q. How do I login?
A: There are 2 ways to login:
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The Clean Access Agent will automatically display a popup when you connect the the network wired or wirelessly. Enter your Novell username and password to login.
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When you enter a URL (www.google.com) on a browser window, you will be re-directed to a login webpage. Enter your Novell username and password to login.
Q: I do not see the Clean Access Agent popup?
A: You can manually login by using the Clean Access Agent login feature. Right-click the Clean Access Agent icon in the system tray and choose "login."
Q: I've opened my browser with a default blank page but I am not redirected to a login page.
A: 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?
A: It depends on when the last time your computer was "validated" to the network. You should always use the Clean Access Agent.
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."
Q: I do not have a "logout" option in Clean Access Agent.
A: Once you login through the Clean Access Agent, you will have the "logout" feature.
Q: I am able to access the internet but the Clean Access Agent still allows me to "login". Am I logged in?
A: Yes, the Clean Access Agent may not always detect your network status. If you can access normal internet sites such as www.google.com, then you are authenticated.
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" again.
Validating and Updating
Q. When I run Windows Update, I get a message stating that the product key used to install windows is invalid?
A. 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 network.
Q. I ran Windows Update but Clean Access is still telling me I need updates. Do I really need more updates?
A. Yes. The new updates may be due to changes to your system caused by the previous updates. It is important to run Windows Updates until you receive a message telling you "No high-priority updates for your computer are available".
Q. I ran Windows Updates until I was told there are no high-priority updates available but Clean Access is still telling me I need updates. Why?
A. Windows Updates may be failing on a particular update. You can check this by going to Windows Update and select Review your update history from the list on the left.
Q. Why did it take less time for my roommate to validate their computer?
A. The more frequent you run Windows Updates or if you have your computer set to Automatic Updates, the less time it will take for validation.
Q. I am up to date on all of my Windows Updates but I still get viruses. Why?
A. Not all viruses are due to Window Vulnerabilities. Many are passed on by e-mail or via Websites and file downloads. In addition to Windows Updates, you also need an up-to-date anti-virus program. Symantec Anti-virus Client is available.
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