Frequently
Asked Questions:
First
Time Users - Clinics
Where do I attend clinics?
Clinics will be held at the Residential
Network Lab in the back of the Housing office. Hours: Monday &
Thursday by appointment.
Why do I need to attend a clinic?
If you have any problems, with downloading and installing Clean Access
or with getting updates for Windows or Antivirus signatures, you should
contact the the ACS Help Desk at 661-1111 and
see if you need to attend a clinic. Your problem may be resolvable
with a telephone conversation.
My system is way too heavy to
carry! What do I do?
Hand trucks are available in the housing office.
I can’t attend a clinic
at the scheduled times, what do I do?
Call the ACS Help Desk at 1111 for further assistance.
I have a disability or an injury
that prevents me from attending a clinic, what do I do?
Call the ACS Help Desk at 1111 , state your situation, ask that a
work request be placed and someone will call and/or come by and assist
you with any problems you may be having.
What does my data jack look like?
The data jack looks just like a standard phone jack but it is larger.
(photo available at the bottom of the Connect page)
I’m in a dorm room with
2 data jacks (D1, D2). Which one do I plug into?
The general rule of thumb is, if your bed is closest to the door your
data jack number is D1 and if your bed is closest to the window your
data jack number is D2. (The jack numbers correspond to the bed number,
1 or 2, the Housing office assigned you.)
I don’t have a cable to
connect to the network, what kind do I need?
A category 5 Ethernet patch cable is required to connect to the campus
network. You can purchase one from many local retailers that sell
electronic equipment.
Support
- Clean Access
When I click on
my browser it keeps redirecting me to download Clean Access when I already
have it installed, what do I do?
Once you've downloaded Clean Access, close your browser and go to the
Clean Access software on your computer and get logged in successfully.
When I attempt to
download Clean Access I get a page that has a red shield with a X in
it and the message, “There is a problem with this website’s
security certificate.” How do I get around this issue?
There should be a bulleted option to “Continue to this website
(not recommended).” Select it and you should be redirected to
the download page.
Clean Access says it’s already running,
but I still can’t get full access to the internet. How do I fix
this?
Press control alt and delete at the same time and in the Task Manager
select Clean Access and click the end task button and attempt to log
in again.
I'm having trouble getting any/ all of my updates,
what do I do? Try checking the time, date, and time
zone settings on your computer. Adjusting any or all of these might
solve your problem.
When I log into Clean Access one of the “Security
Alert” boxes will get caught in a loop where it pops up repeatedly
when you click yes. How do I fix this?
Open Internet Explorer > go to “tools” on the top right
> next “Internet Options” > then the “Advanced”
tab on the far right > scroll down till you see the “Security”
title and make sure the boxes for “Check for publisher’s
certificate revocation” and “Check for server certificate
revocation*” are unchecked and
click the apply button.
When I log into Clean Access, I get this [12057]
error. How do I fix this?
Open Internet Explorer. Go to Tools, then Internet Options and go to
the Advanced Tab. Scroll down to the Security section and make sure
"Check for server certificate revocation* " is unchecked.
Even if it's already unchecked, check it, uncheck it, and hit apply.
Re-log in to Clean Access and this error should no longer be a problem.
Clean Access says I'm logged on but I can’t
get full access to the internet. What do I do?
1. right click the Clean Access icon on your task bar and click exit,
the icon should disappear
2. double click on the Clean Access icon on your desktop and it should
reappear on the task bar
3. if the log in window doesn’t automatically pop up, then right
click the Clean Access icon at the task bar and click log in
If you have temporary access due to Anti-virus updates,
DO NOT use the Clean Access
update button
Open the Anti-virus icon, on your task bar, and go to update within
that window and follow the steps.
*
repeat this process as often as necessary until
Clean Access grants you full access and you’re successfully logged
into the network
Network error! [12045] Detail: The function
is unfamiliar with the certificate authority that generated the server's
certificate. How do I fix this?
Control Pannel > Add/Remove Programs, uninstall Clean Access,
and then reinstall.
I’m receiving a message that says I have
ERROR 87. What do I do?
You have beta 7 Internet Explorer. You will need to remove
it and download a different version.
I don’t see any popup Clean Access Client
on my screen or when I look at the clean access taskbar icon the logon
is grayed out. What do I do?
Your firewall settings are interfering with the communication with the
clean access server. You need to turn off your windows firewall, and/or
you will need to allow the clean access client access through your firewall.
This may be by allowing port 8905 access or allowing the program itself
access depending on your firewall.
For example
Norton Internet Security
Go to personal firewall
Programs – CCA Agent change to permit all
Instructions on how to configure Norton Internet Security 2003 to allow
the Cisco Clean Access Agent to connect to ResNet
Description:
1. The first step is to load Norton Internet Security 2003 Professional.
From the main screen, select "Status & Settings" from
under the "Norton Internet Security” category.
2. Select "Personal Firewall".
3. Click on the "Configure" button in the bottom right corner.
4. From this window, click on the "Program Control" tab at
the top.
5. Under "Manual Program Control" click on the "Add"
button.
6. The next screen that appears is the "Select a Program"
dialog box. Find the directory you installed "Cisco Clean Access
Agent" to. The default install directory is "C:\Program Files\cisco\Clean
Access\". Double click on the directory.
7. Select the "CCAAgent.exe" file from the directory and click
the "Open" button.
8. The next screen that appears is the Permission window. Select "Permit"
from the list and click the "OK" button.
9. The next screen that appears is the "Choose Application Category"
window. Select a category from the list and click the "OK"
button.
10. The next screen that appears shows you that the Cisco Clean Access
Agent has been added. Click the "OK" button.
I’m not redirected to the FMU logon site
when using Internet Explorer. What can I do?
Internet Explorer security setting is incorrect. Try another browser
such as Firefox, but remember to leave your default browser as Internet
Explorer for windows updates.
When signing on with the Clean Access Client,
I receive an error message
An error occurred while calling the last windows API function.
Error number: 2146762751
Error Description: Unknown trust provider. What do I do?
Open run from the Start menu, then type in these things, in the following
order.
Regsvr32 softpub.dll
Regsvr32 Mssip32.dll
Regsvr32 Initpki.dll
After this you should be able to login.
I went to the workshop and clean access worked
there but not in my dorm room, now what do I do?
-Your machine may be holding on to an IP number that it received
during the workshop. Please allow an hour for the server to release
your computer, (for Windows XP and 2000) go to your Start menu> Run>
type: cmd, press enter> a black window should appear, type: ipconfig/release,
press enter> type: ipconfig/renew> exit
Can’t find server when downloading clean
access agent. How do I fix this?
-check ethernet cord connection at your CPU and the wall to insure it’s
properly connected and that you’re using a category 5 ethernet
cord and not a phone cord
-check for and clean any spyware from your computer (Ad Aware SE Personal/
Spybot search and destroy) etc.
McAfee account names with symbols (% $ # etc.)
will cause problems installing Clean Access. How do I fix this?
Attend a clinic at the ResNet Lab to create a new account by going to
updates (must have email)
When I was home I used my computer with dial
up and now it won’t work. What can I do to fix this?
Start menu> control panel> internet options> connections>
click, never dial a connection> apply> ok
