Text Only

Calendars

49er Express

ITS Security

More Information:

Text Only Version

Troubleshooting Guide

Questions

Q: I cannot access the login page. I get the redirection page but then my browser gives an error and stops.

Q: I am unable to ping the default gateway address; shouldn't I be able to do this?

Q: What am I allowed to access when Unauthenticated or Quarantined?

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?

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?

Q: I am NOT able to access the internet but the Clean Access Agent only allows me to "logout". What's going on?

Q: How do I logout?

Q: I do not have a "logout" option in Clean Access Agent.

Q: Can I update Windows before I login?

Q: When I run Windows Update, I get a message stating that the product key used to install windows is invalid?

Q: Can I update my AntiVirus program before I have logged in?

Q: Do I have to use the Clean Access Agent client?

Q: What happens if I uninstall the Clean Access Agent?

Q: The Clean Access Agent 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?

Q: I keep trying to install the Clean Access Agent but it tells me that I can either Modify/Repair or Remove the program.

Q: How do I know the Clean Access Agent is running?

Q: I do not see the Clean Access Agent icon in my system tray; what do I do?

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.

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.

Q: What am I allowed to access when Unauthenticated or Quarantined?

A: For the most part, remediation and help sites such as WindowsUpdate, Symantec, Clean Access Support and a few others.

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.

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.

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".

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:

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.

Q: Can I update Windows before I login?

A: Yes, you can visit WindowsUpdate before you login.

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.

Q: Can I update my AntiVirus program before I have logged in?

A: Yes, you can update Symantec products before you login.

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.

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: 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.

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.

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.

© UNC Charlotte Copyright | Privacy Statement

Page Maintained By: ITS-Security