.gif){kind=logo}
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 http://windowsupdate.microsoft.com, 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: It depends on when the last time your computer was "validated" to the network. You can 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". 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: No, you will have to at least login before you can go to http://windowsupdate.microsoft.com. 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: No, you will have to at least login before you can update your virus definitions. 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 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.
2. Clean Access Agent has been installed but you did not select "Launch" at the end of the installation.
3. Clean Access Agent is "hidden" in the Systray.
4. Your computer has a problem showing Systray icons.
5. Clean Access Agent is installed but not running.
Q: I get an error 87 when Clean Access launches. A: The Clean Access Agent is not compatible with Internet Explorer 7 Beta. Please go to Start > Control Panel > Add/Remove Programs and remove Internet Explorer 7. That will return your computer to Internet Explorer 6 and then you will be able to login into Clean Access |
