Clean Access, Troubleshooting
Q: I cannot access the login page. I get the redirection page, but 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. Usually, Netscape has fewer encryption problems (www.netscape.com)
Q: What am I allowed to access when unauthenticated or quarantined?
A: For the most part, remediation and help sites. This includes Windows Update, Microsoft.com, Symantec.com.
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 need to try going to a non-local site (such as www.google.com) to be redirected.
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 able to access the internet but the Clean Access Agent still allows me to login. Am I logged in?
A: 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.
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 re-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."
Q: I do not have a "Logout" option in 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 should be able to go to http://windowsupdate.microsoft.com You may not be able to use the direct link in your browser or your desktop. This is normal.
Q: When I run Windows Update, I get a message stating that the product key used to install Windows is invalid.
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 Loyola Law School Network.
Q: Can I update Symantec Antivirus before I have logged in?
A: Yes. The best way is to open up Symantec Antivirus client and run Live Update. If you correctly followed the mandatory pre-check-in procedures prior to gaining Internet access, your machine should automatically be configured to update virus definitions weekly.
Q: Do I have to use the Clean Access Agent?
A: 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 reauthenticate when your login expires.
Q: The Clean Access Agent does not offer a "Login," just a "Logout." The web page tells me that I must now use Clean Access Agent to login; what do I do?
A: The Clean Access Agent does not always detect your network status. Please choose "Logout," and 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 the Clean Access Agent is running?
A: Look in the system tray (in the lower right corner
near the time display) for the Clean Access icon. 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. Install the Clean Access Agent.
2. Clean Access Agent has been installed but you did not select "Launch" at the end of the installation. Go to the Start menu, then "Programs," then "Cisco Clean Access," then click on "Clean Access Agent."
3. Clean Access Agent is "hidden" in the system tray. Click on the ">>" to expand the system tray list and show the Clean Access Agent, then login.
4. Your computer has a problem showing system tray icons. You may be able to use the "Task Manager" to halt the Clean Access Agent and then launch it again.
Q: I see this error message when I try to login " Security Message - Access Blocked You don't have access to this URL from your current location. If you feel that you have received this message in error, please contact your network administrator "
A: Look in the system tray (in the lower right corner
near the time display) for the Clean Access icon. You may need
to select the ">>" to expand the list and show
the Clean Access Agent. 
Right
click the icon and click on logout and try to login.
Q: Clean Access Agent can be downloaded and run, but never pops up the Authentication window on PC with firewall software
A: Check that \Program Files\Cisco Systems\Clean Access Agent\CCAAgent.exe is permitted in firewall software. This apparently needs to be redone as new agent versions are released.
Q: Clean Access Agent gives error: Network Error: SSL certicate REV failed [12057]
A:
- Open up Internet Explorer
- Click on Tools > Internet Options
- Click on the Advaced Tab
- Scroll down towards the bottom to the Security section
- Uncheck "Check for server certificate revocation"
- Close Internet Explorer and the Clean Access Agent
- Start the Clean Access Agent and login
Q: Server cannot be parsed.
A:
- Open up Internet Explorer
- Go to Tools > Internet Options
- Click on Connections Tab
- Click on LAN settings
- UNCHECK Automatically detect settings
- OK > OK
Q: Cisco Clean Access Agent Problem - Setup Initialazation Failed
A: If you get an error that states "Set-Up Initialazion Failed" while trying to install the Clean Access Agent, then it was corrupted during the installation process. Please attempt the download again. Try saving the file to your desktop, and then installing it from there.
Q: Windows API "Unknown trust provider" error in CCA
A: After installing Cisco Clean Access and trying to log in, you receive the error message: Windows API Error "An error occurred while calling the last Windows API function. Error Number: 2146762751 Error Description: Unknown trust provider
Fix:
Open Run from the Start menu;
type in the following commands, in the following order:
Regsvr32 Softpub.dll
Regsvr32 Mssip32.dll
Regsvr32 Initpki.dll (this one could take about 30 seconds to complete)
After you do this, you should be able to login to the Temporary Role and complete any required mandatory updates