Q: I already have the Clean Access Agent installed. Why can't I login?
A: The Clean Access Agent may not always detect your network status right away. Right-click on the Cisco Clean Access Agent (CCA) icon, located in the system tray in the lower left-hand corner of your screen and click on "logout." Repeat the process and choose "login". If "logout" is not an option, your computer's network settings may be incorrect or you may be out of range of a wireless SSID signal.

Q: I already have the Clean Access Agent installed. What wireless network do I use?
A: Rockhurst has two SSID's: "Rockhurst" and "Students". The Rockhurst SSID serves the cluster of buildings around Kinerk Commons including McGee Hall.

Q: What is an SSID?
A: SSID is short for Service Set Identifier, but an SSID is basically a network name, because it identifies a specific wireless network, such as "Rockhurst" or "Students", as in the instruction above.

Q: I live in Rockhurst off campus housing. Do I need Clean Access Agent?
A: You do not need it in your house, as your Internet is connection is not part of the Rockhurst network. However, you will need it when you bring your computer onto the main campus.

Q: I already have the Clean Access Agent installed. Why do I keep landing on the web logon page?
A: Make sure that the Clean Access Agent is running.

Q: I cannot access the login page. I get the redirection page but then my browser gives an error and stops. What do I do?
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).

Q: What am I allowed to access when Unauthenticated or Quarantined?
A: For the most part, Rockhurst, McAfee and Microsoft sites, such as: http://windowsupdate.microsoft.com, and http://help.rockhurst.edu, are allowed.

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. What should I do?
A: Once Clean Access Agent is installed, you should always use the Clean Access Agent to login before accessing or using the network.

Q: How do I logout?
A: Right-click the Clean Access Agent icon in the system tray (usually located in the bottom right-hand corner of your display) and choose logout.

Q: Can I update Windows before I login?
A: Yes, you can visit http://update.microsoft.com before you login.

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: Yes, you can update McAfee products before you login.

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 agent the next time you attempt to access the network.

Q: The Clean Access Agent client does not offer a "login," What do I do?
A: Make sure that you are connected to the Rockhurst or Students SSID if connected via wireless or that your network cable is firmly connected to the wall outlet and your PC.

Q: I keep trying to install the Clean Access Agent but it tells me that I can either Modify/Repair or Remove the program. What do I do?
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 the green box with the key in the lower right (system tray) corner near the time. 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

• Clean Access Agent has not been installed.
• Clean Access Agent has been installed but it is not running.
  
  Start Menu -> Programs -> Cisco -> Clean Access Agent. Click "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 the Clean Access Agent, then login. 
• Clean Access Agent may have not installed correctly. Uninstall the program and reinstall. If needed contact the Computer Services Help Desk for assistance.