Cisco NAC Agent Troubleshooting
Frequently Asked Questions
Cisco NAC Agent Installation
Q: Do I have to use the Cisco NAC Agent agent?
A: If you are using a Microsoft operating system, you will be
required to use Cisco NAC Agent to access the FDU network from
the dorm buildings.
Q: I am warned about administrative rights when I attempt to
install the Cisco NAC Agent agent. How should I proceed?
A: You must be logged onto your computer as a user with administrative
rights or as the administrator. Please call the University Technical
Assistance Center at (973)443-8822 for assistance with this issue.
Q: How do I know that the Cisco NAC Agent agent has been successfully
A: If the agent is running, you will see the Cisco NAC Agent
icon in the “System Tray” in the lower right corner
of your desktop, near the time display. You may need to select
the “^“ to
expand and show all of the icons.
Q: I do not see the Cisco NAC Agent icon in my system tray; what
do I do?
A: There are a few possibilities:
- Cisco NAC Agent is not installed on your PC.
- Please install Cisco NAC Agent to continue
- Cisco NAC Agent is “hidden” in
the System tray.
- Please click on “^“ to
expand the system tray list and show
Cisco NAC Agent, then login.
- Your computer has a problem
showing System tray icons.
- Please use Task Manager to
halt Cisco NAC Agent and then launch the application again.
the Task Manager in Windows XP and Windows 7, simultaneously press Ctrl, Alt, and Delete.
- Cisco NAC Agent
is installed but not running.
- From the “Start” menu,
please select “All
NAC Agent” to
launch the program.
Q: What happens if I uninstall the Cisco NAC Agent agent?
A: You will be unable to access the FDU network from the dorm
buildings until the agent is reinstalled.
Q: When I attempt to install Cisco NAC Agent, I am told to either
Modify/Repair or Remove the program.
A: If you receive this message, Cisco NAC Agent has already been
installed on your machine and does not need to be installed again.
Login and Logout
Q. How do I login to Cisco NAC Agent?
- Cisco NAC Agent will display a popup window upon connecting
to the Network. Please enter your FDU Webmail username and
password into the appropriate fields of this pop up to log
- If you chose not to connect via the automatic pop up
window, you will be you will be re-directed to a login webpage
attempting to enter a web site address into your browser window.
enter your username and password at this site to login.
- You can also manually login by right-clicking the Cisco NAC Agent
icon in the system tray and choosing “login.”
Q: I do not remember my Webmail password. How can I proceed?
A: From https://webmail.fdu.edu, please select “Request
Password Reminder”. You will be presented with a personal
question that you selected at the time you created your account.
Once you provide the answer to this question, you will be prompted
to change your password. If you have any trouble with this procedure,
please feel free to contact our University Technical Assistance
Center at (973)443-8822.
Q: I am not redirected to the login page upon starting up my
A: To access the login page, please try to visit any site outside
of the FDU domain. (For example: www.yahoo.com)
Q: How do I logout?
A: Right-click the Cisco NAC Agent icon in the system tray and
Q: I do not have a “logout” option
in Cisco NAC Agent.
A: If the Cisco NAC Agent icon is in your System tray and you are
not given the option to logout, you are not currently logged
in. Once you login through Cisco NAC Agent, you will have the ability
Q: I am able to access the internet
but the Cisco NAC Agent still allows me to “login”.
Am I logged in?
A: Yes, the Cisco NAC Agent may not detect your network
status 100% of the time. You are authenticated if you can access
websites from outside of the FDU domain, such as www.yahoo.com,
Q: I am NOT able to access the internet
but the Cisco NAC Agent only allows me to “logout”. What’s
A: The Cisco NAC Agent has not detected your machine on the network.
Please select “logout” and then select “login” again.
Q: The Cisco NAC Agent agent does not
offer a “login,” just
a “logout,” and the web page tells me that I must
now use Cisco NAC Agent to login. What do I do?
A: Cisco NAC Agent has not detected your machine on the network.
Please select “logout”. You will then have the ability
to select "login".
Validating and Updating
Q: What am I allowed to access when Unauthenticated or Quarantined?
A: You can access remediation sites such as http://windowsupdate.microsoft.com,
http://liveupdate.symantec.com, and http://isweb.fdu.edu/.
Q: Can I update Windows before I login?
A: Yes, you access http://windowsupdate.microsoft.com without
logging into the Cisco NAC Agent agent.
Q: Can I update Norton or anti-virus before logging in?
A: Yes. This can be accomplished by clicking on Update from the
anti-virus software system icon in your system tray.
Q. When I attempt to install Windows Update, I get a message
stating that the product key used to install windows is invalid.
Why is this?
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 FDU network.