Student Computing Support Center
(walk in support for students)

Room 009 Stalker Hall

M-Th 7:30am to 7:00pm
Friday 7:30am to 4:30pm
Saturday Closed
Sunday 3:00pm to 9:00pm


Help Desk Call Center
237-2910
888-818-5465

M-Th 7:30am to 7:00pm
Friday 7:30am to 4:30pm
Saturday Closed
Sunday 3:00pm to 9:00pm


Instructional Tools Support Center
237-7000

Fall and Spring
M-Th 7:30 A.M. to 9:00 P.M.
Friday 7:30 A.M. to 6:00 P.M.
Saturday & Sunday 12:00 P.M. to 9:00 P.M.



Telecommunications
For business: 812-237-4183
To report a problem: 812-237-8000
Voice Mail Help: 237-3038

Business Hours: 8am-4:30pm M-F
Operator Services:
(while school is in session)
8am-9pm Mon-Fri
10am-9pm Sat and Sunday
(when school is not in session)
8am-4:30pm Mon-Fri

Classroom and Event Technology Support
812-237-2690
M-F 8:00am to 4:30pm
Classroom Support Hotline:
(Black Phone connected to podium)
M-Th 7:30am to 9:00pm
Friday 7:30am to 4:30pm
Saturday and Sunday: Closed


Cisco Clean Access - Trouble Shooting Guide



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: What am I allowed to access when Unauthenticated or Quarantined?

A: For the most part, remediation and help sites such as Microsoft, McAfee, Symantec, Trend Micro, ISU support pages and a few others.

Q: I am on a Macintosh or Linux machine. I have 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: How does Cisco Clean Access work for Macintosh users?

A: Macintosh users must authenticate by logging in via a web page. There is no client which is downloaded to Macintosh systems. The network connection timer is set for Macintosh systems; however, there is no icon that can be right-clicked to logout and subsequently login again.

Q: How does Cisco Clean Access work for Linux users?

A: Linux users must authenticate by logging in via a web page. There is no client which is downloaded to Linux systems. The network connection timer is set for Linux systems; however, there is no icon that can be right-clicked to logout and subsequently login again.

Q: When do I have to login?
 

A: You will have to authenticate to the network and re-validate at least once a week or every time your computer is started . At this time you will be required to re-authenticate and re-validate to regain network access. The first time you access the network may take additional time, please be patient.

Q: How will I know when my login session expires?

A: The software will proactively notify you that your network connection will timeout shortly. Also, you will know that your login has expired when your browser redirects you to the login page. If you choose “logout” from Clean Access Agent or your browser, you expire your login session. Other indications that your network connection has been terminated are: 

  • E-mail may fail to send or receive

  • Instant messaging fails or suddenly stops working.

  • File downloads may suddenly stop

  • Your browser may be redirected to the login page.

Q: I am 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".

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. The Clean Access Agent icon appears as follows in the system tray: CCA green key icon

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://update.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 Anti-Virus 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 green CCA image CCA green key icon in the lower right (System Tray) corner near the time display. 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.

  • Please install Clean Access Agent to continue.

2. Clean Access Agent is "hidden" in the System tray.

  • Please click on “<<“ to expand the system tray list and show the Clean Access Agent, then login.

3. Your computer has a problem showing System tray icons.

  • You may be able to use "Task Manager" to halt Clean Access Agent and then launch it again. Start -> Run. Type "taskmgr" and click OK. Look for "CCAAgent.exe". If you see it, click "End Task" then relaunch it from the Start Menu.

4.  Clean Access Agent is installed but not running.

  • Start Menu -> Programs -> Cisco -> Clean Access Agent. Click "Clean Access Agent" to launch the program.

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Main Contact

Gillum Hall 103
Indiana State University
Terre Haute, IN 47809

Help Desk:
(812) 237-2910
(888) 818-5465

Offices:
(812) 237-8439

E-mail:
it-help@indstate.edu