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Cisco Clean Access Troubleshooting
Frequently Asked Questions
Cisco Clean Access Installation
Q: Do I have to use the Cisco Clean Access agent?
A: If you are using a Microsoft operating system, you will be
required to use Cisco Clean Access to access the FDU network from
the dorm buildings.
Q: I am warned about administrative rights when I attempt to
install the Cisco Clean Access 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 Clean Access agent has been successfully
installed?
A: If the agent is running, you will see the Cisco Clean Access
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 Clean Access icon in my system tray; what
do I do?
A: There are a few possibilities:
- Cisco Clean Access is not installed on your PC.
- Please install Cisco Clean Access to continue.
- Cisco Clean Access
has been installed but you did not select “Launch” at
the end of the installation.
- From the “Start” menu,
please select “All
Programs”,
then “Cisco
Systems”, then “Cisco
Clean Access” to
launch the program.
- Cisco Clean Access is “hidden” in
the System tray.
- Please click on “<<“ to
expand the system tray list and show
Cisco Clean Access, then login.
- Your computer has a problem
showing System tray icons.
- Please use Task Manager to
halt Cisco Clean Access and then launch the application again.
To access
the Task Manager in Windows XP, simultaneously press Ctrl, Alt, and Delete.
- Cisco Clean Access
is installed but not running.
- From the “Start” menu,
please select “All
Programs”,
then “Cisco
Systems”,
then “Cisco
Clean Access”,
then “Cisco
Clean Access” to
launch the program.
Q: What happens if I uninstall the Cisco Clean Access 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 Clean Access, I am told to either
Modify/Repair or Remove the program.
A: If you receive this message, Cisco Clean Access 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 Clean Access?
A:
- Cisco Clean Access 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
in.
- If you chose not to connect via the automatic pop up
window, you will be you will be re-directed to a login webpage
when
attempting to enter a web site address into your browser window.
You can
enter your username and password at this site to login.
- You can also manually login by right-clicking the Cisco Clean Access
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
browser.
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 Clean Access icon in the system tray and
choose “logout”.
Q: I do not have a “logout” option
in Cisco Clean Access.
A: If the Cisco Clean Access 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 Clean Access, you will have the ability
to logout.
Q: I am able to access the internet
but the Cisco Clean Access still allows me to “login”.
Am I logged in?
A: Yes, the Cisco Clean Access may not detect your network
status 100% of the time. You are authenticated if you can access
mainstream
websites from outside of the FDU domain, such as www.yahoo.com,
www.mcafee.com.
Q: I am NOT able to access the internet
but the Cisco Clean Access only allows me to “logout”. What’s
going on?
A: The Cisco Clean Access has not detected your machine on the network.
Please select “logout” and then select “login” again.
Q: The Cisco Clean Access agent does not
offer a “login,” just
a “logout,” and the web page tells me that I must
now use Cisco Clean Access to login. What do I do?
A: Cisco Clean Access 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 Clean Access 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.
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