Service Notes
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How do I...
- Change My Password?
- Get Through Clean Access?
- Get My Username & Password?
- Hook Up My Computer in my Room?
- Get A Job With ITS?
- Get Microsoft Software for Home (Faculty/Staff)?
- Get Microsoft Software for Home (Students)?
- Check My Student Printing Balance?
- Add Money to My Student Printing Account?
- Connect to Cable TV?
- Verify My Network Is Working?
- Setup My Network Drives?
- Setup My Wireless on my Laptop?
- Protect Myself from SPAM?
- Configure Barracuda SPAM Filter to Allow/Disallow Email?
Cisco Clean Access Troubleshooting
- Do I have to use the Clean Access Agent client?
- I cannot install the Clean Access Agent, it warns me about administrative rights.
- How do I know the Clean Access Agent is installed successfully?
- How do I know the Clean Access Agent is running?
- What happens if I uninstall the Clean Access Agent?
- I keep trying to install the Clean Access Agent but it tells me that I can either Modify/Repair or Remove the program.
- I do not see the Clean Access Agent icon in my system tray; what do I do?
Login and Logout
- How do I login?
- I see the message "Performing Automatic Login" and then the login fails with a security alert or invalid provider name
- I do not see the Clean Access Agent popup?
- I cannot access the login page. I get the redirection page but then my browser gives an error and stops.
- I’ve opened my browser with a default blank page but I am not redirected to a login page.
- 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?
- How do I logout?
- I do not have a “logout” option in Clean Access Agent.
- 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 but the Clean Access Agent only allows me to “logout”. What’s going on?
- 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?
Validating and Updating
- What am I allowed to access when Unauthenticated or Quarantined?
- Can I update Windows before I login?
- Can I update my Antivirus program before I have logged in?
- When I run Windows Update, I get a message stating that the product key used to install windows is invalid. Why?
- 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?
- Do I have to use the Clean Access Agent client?
- What happens if I uninstall the Clean Access Agent client?
Miscellaneous
- My network games don’t work any more.
- How does the pop-up blocker installed with Windows XP SP2 work?
- How do I customize the firewall that was installed with Windows XP SP2?
- I am unable to ping the default gateway address; shouldn't I be able to do this?
Clean Access Installation
- Do I have to use the Clean Access Agent client?
- Yes, all Windows PCs are required to use the Clean Access Agent for network access.
Top of page - I cannot install the Clean Access Agent, it warns me about administrative rights.
- You must be logged onto your computer as a user with administrative rights or as the administrator. Contact the Help Desk if do not have administrative rights.
Top of page - How do I know the Clean Access Agent is installed successfully?
- Look for
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.
Top of page - How do I know the Clean Access Agent is running?
- Look for 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.
Top of page - What happens if I uninstall the Clean Access Agent?
- You will be required to reinstall the client to re-authenticate when your login expires.
Top of page - I keep trying to install the Clean Access Agent but it tells me that I can either Modify/Repair or Remove the program.
- The Clean Access Agent is currently installed on your machine. You do not need to install it again.
Top of page - 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.
- From the “Start” menu, then “Programs”, then “Cisco”, then “Clean Access Agent”, then “Clean Access Agent” to launch the program.
- Clean Access Agent is “hidden” in the Systray.
- Please click on “<<“ to expand the system tray list and show Clean Access Agent, then login.
- Your computer has a problem showing Systray icons.
- You may be able to use “taskmanager” to halt Clean Access Agent and then launch it again.
- Clean Access Agent is installed but not running.
- From the “Start” menu, then “Programs”, then “Cisco”, then “Clean Access Agent”, then “Clean Access Agent” to launch the program.
- Clean Access Agent has not been installed.
Login and Logout
- How do I login?
- There are 2 ways to login:
- The Clean Access Agent will automatically display a popup when you connect the network wired or wirelessly. Enter your username and password to login.
- When you enter a URL (www.google.com) on a browser window, you will be re-directed to a login webpage. Enter your username and password to login.
- I see the message "Performing automatic login into Clean Access environment for remote user" then receive a "Security Alert" reading a "A secure connection with this site cannot be verified. Would you still like to proceed?". If you click "Yes" you see the Login Window with [remote-user] as the username and the "Invalid provider name" on the bottom of the window.
- You are seeing this message because you are connected to the wired network and the wireless network at the same time. Either disconnect one of the networks, or follow the directions in the wireless instructions to set your wired connection as a default.
- I do not see the Clean Access Agent popup?
- 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.”
Top of page - 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. (If you were using IE try Firefox, or if you were using Firefox try IE). Usually, Firefox has fewer encryption problems.
Top of page - I’ve opened my browser with a default blank page but I am not redirected to a login page.
- Go to a non-Truman site such as www.google.com.
Top of page - 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. You should always use the Clean Access client.
Top of page - 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 in the system tray and choose logout. The Clean Access Agent icon appears as follows in the system tray:
Top of page - I do not have a “logout” option in Clean Access Agent.
- Once you login through the Clean Access Agent, you will have the “logout” feature.
Top of page - 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 www.google.com, then you are authenticated.
Top of page - I am NOT able to access the internet but 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” again.
Top of page - 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?
- The Clean Access Agent does not always detect your network status. Please choose "logout", then you will have the "login" feature.
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Validating and Updating
- What am I allowed to access when Unauthenticated or Quarantined?
- You can access remediation sites such as http://windowsupdate.microsoft.com, http://liveupdate.symantec.com, and the Help Desk.
Top of page - Can I update Windows before I login?
- Yes, you should be able to go to http://windowsupdate.microsoft.com.
Top of page - Can I update my Antivirus program before I have logged in?
- Yes, you can update most antivirus products before you login.
Top of page - When I run Windows Update, I get a message stating that the product key used to install windows is invalid. Why?
- 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.
Top of page - 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-Truman site such as www.google.com.
Top of page - Do I have to use the Clean Access Agent client?
- Yes. All Windows PCs are required to use Clean Access Agent for network access.
Top of page - What happens if I uninstall the Clean Access Agent client?
- You will be required to reinstall the client to reauthenticate when your login expires.
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Miscellaneous
- My network games don’t work any more.
- If you have Windows XP you were required to install Service Pack 2. Service Pack 2 installs and enables a personal firewall. You may need to customize the firewall to allow these programs through. For instructions on how to configure the firewall go to http://www.microsoft.com/windowsxp/using/security/internet/sp2_wfintro.mspx.
Top of page - How does the pop-up blocker installed with Windows XP SP2 work?
- If you have Windows XP you were required to install Service Pack 2. Service Pack 2 installs and enables a popup blocker in Internet Explorer. You may need to customize the popup blocker to get to some sites. For instructions on how to configure the popup blocker go to http://www.microsoft.com/windowsxp/using/web/sp2_popupblocker.mspx.
Top of page - How do I customize the firewall that was installed with Windows XP SP2?
- If you have Windows XP you were required to install Service Pack 2. Service Pack 2 installs and enables a personal firewall. You may need to customize the firewall to allow certain programs through. For instructions on how to configure the firewall go to http://www.microsoft.com/windowsxp/using/security/internet/sp2_wfintro.mspx.
Top of page - I am unable to ping the default gateway address; shouldn't I be able to do this?
- No, you will not be able to ping the default gateway. This is normal.
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