Frequently Asked Questions
How to Install:
Cisco Clean Access Agent
Windows Updates
McAfee VirusScan
General Networking FAQ
Online Gaming FAQ
Troubleshooting FAQ
Clean Access Agent Installation | Login and Logout | Validating and Updating
Clean Access Agent Installation:
Q: Do I have to use the Clean Access Agent?
A: Yes. All Windows PCs are required to use the Clean Access Agent for network access.
Q: I cannot install the Clean Access Agent, it warns me about administrative rights.
A: You must be logged onto your computer as a power user (a user with administrative rights) or as the computer administrator. Contact Helpdesk if you do not have administrative rights.
Q: How do I know Clean Access Agent is installed successfully?
A: Look in the “System Tray” 
for the green box with the key in it found in the lower right corner near the time display.
You may need to select the “<<“ to expand and show the Clean Access Agent icon.
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: I keep trying to install the Clean Access Agent but it tells me that I can either Modify/Repair or Remove the program.
A: Clean Access Agent is currently installed on your machine. You do not need to install it again.
Q: I do not see the Clean Access Agent icon in my system tray; what do I do?
A: 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.
Login and Logout:
Q. How do I login?
A: There are 2 ways to login:
-
The Clean Access Agent will automatically display a popup when you connect the 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.
Q: I do not see the Clean Access Agent popup?
A: 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.”
Q: I’ve opened my browser with a default blank page but I am not redirected to a login page.
A: 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 Clean Access Agent, why?
A: It depends on when the last time your computer was “validated” to the network. You should always use the SmartEnforcer client.
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: Once you login through the Clean Access Agent, you will have the “logout” feature.
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 choose “login” again.
Q: The Clean Access Agent does not offer a “login,” just a “logout,” and the web page tells me that I must now use SmartEnforcer 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
Validating and Updating:
Q: What am I allowed to access when Unauthenticated or Quarantined?
A: You can access remediation sites such as:
Q: Can I update Windows before I login?
A: Yes, you should be able to go to the Windows Update page
Q: Can I update McAfee VirusScan before I login?
A: Yes, you can do so by clicking on Update from system icon in your system tray.
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 network.