Troubleshooting
Cisco Clean Access Wireless Issues
- Cisco Clean Access gives me errors when I have a wired connection
- The "Remember Me" option in Cisco Clean Access agent doesn't work
- I tried to log into Cisco Clean Access and received this: "Access to network is blocked by the administrator".
- The Cisco Clean Access Agent isn't displaying when I try to connect.
Windows Issues
- What is the best way to configure the Cisco Clean Access Agent on my Windows computer?
- I have Windows Vista, but get a "Certificate Error" when I log into Cisco Clean Access for the first time with Internet Explorer
- My 64 bit Windows Operating System doesn't work correctly
Mac Issues
- Cisco Clean Access doesn't load when I start up my computer.
- Cisco Clean Access says "Blocked by Administrator"
General Wireless Issues
- I was connected, but my download stalled
- I was connected, but lost my signal
- I got a "connection refused", "unable to reach host", "unable to locate the server" or "the page cannot be displayed" message
- I can connect, but it seems slow
- When I try to connect, Windows says "Windows cannot configure this wireless connection"
ITS is offering support for check out laptops available at the Kennedy Library and MDS.
Cisco Clean Access Wireless Issues
1. CCA gives me errors when I have a wired connection
If you try to use your wireless connection while your regular (wired) Ethernet is connected, Cisco Clean Access can sometimes give errors when logging in. There are two methods to prevent this from occurring. Before attempting to log onto Cisco Clean Access...
- Disable your ethernet connection while you are using the wireless connection. To disable your
wired connection in a Windows machine, right click on the Local Area Connection
icon in the bottom right of your screen, then choose "disable". Now
your wireless Cisco Clean Access connection will be fine. To re-enable your wired
connection for when you want to use it, do the following:
Start --> Settings --> Network Connections --> Local Area Connection - You can simply unplug the ethernet cable from the back of your computer. This method might be easier than disabling and re-enabling your wired card.
2. The "Remember Me" option in the Cisco Clean Access agent doesn't work
The "Remember Me" box only works when your machine is on. If you click the "Remember Me" box as you as you log into wireless, and then later manually log out of Cisco Clean Access or close your laptop to move to another area of campus, the "Remember Me" function in the agent temporarily caches the credentials you typed in earlier. When you go to login again, you'll see the password field filled in (showing asterisks so as not to display your password). However, as soon as you turn your machine off, that cache clears and the "Remember Me" function will no longer be activated. [top]
3. I tried to log into Cisco Clean Access and received this: "Access to network is blocked by the administrator".
This error often occurs when a user has both a wired and a wireless connection enabled. To log into CCA using wireless either
A) unplug your wired connection
B) Disable your wired connection [top]
4. The Cisco Clean Access Agent isn't displaying when I try to connect.
There are several way to solve this issue.
1) Ensure that you have DHCP enabled on your wireless connection (also called "Obtain an IP address automatically")
2) Ensure your Cisco Clean Access is configured properly.A) Make sure that the Cisco Clean Access Agent is running in your system tray. B) Right click the Cisco Clean Access Agent and make sure that the "Popup Login Window" has a check mark next to it.
C) Right click the Cisco Clean Access Agent and select "Properties"D) Make sure that the Discovery Host is set to "cpccamgr.netadm.calpoly.edu"
NOTE: If you downloaded the Cisco Clean Access from off campus on the website you must do this.
3) Make sure your wireless card is activated
4) Make sure you are connected to "MustangWireless". To check this right click the program managing your wireless connection located in your system tray and make sure that your connected to "MustangWireless".
NOTE: the picture is displaying the default windows wireless program, your computer may be running a different program.
[top]
Windows Issues
1. What is the best way to configure the Cisco Clean Access Agent on my Windows computer?
There are two main ways to configure the Cisco Clean Access Agent on your Windows machine; try them both to see what works best for you...
Method #1: Right click your mouse on the Cisco Clean Access icon in the system tray (bottom right) and choose "Popup"...that will cause the Agent to popup as soon as it senses Mustang Wireless.
Method #2: You can unselect the "Popup" option, which will require you to manually choose "Log On" or "Log Off" as you desire to use wireless.[top]
2. I have Windows Vista, but get a "Certificate Error" when I log into Cisco Clean Access for the first time with Internet ExplorerYou may receive an error like this when attempting to use Cisco Clean Access via Internet Explorer: SSL Certificate REV Failed [12057]
Following these steps may fix your problem.
1) Launch an Internet Explorer Browser
2) Choose Tools
3) Choose Internet Options
4) Choose Advanced
5) UNCHECK the option: "Check for server certificate revocation"
6) Choose OK
7) Close all open copies of Internet Explorer, then restart it[top]
3. My 64 bit Windows Operating System doesn't work correctly
Cisco Systems officially supports 64 bit Windows Operating Systems; however, it contains known bugs and ITS is currently working with Cisco to resolve those issues.[top]
MAC Issues
1. Cisco Clean Access doesn't load when I start up my computer.
Choose System Preferences from the Apple menu.
Choose Accounts or Login Items from the View menu.
Click the name of your user account.
Click the Startup or Login Items button
Click the "Add {+}" button and choose Library -> Application Support -> Cisco systems -> CCA Agent
Click Add and now CCA should now start up with your computer. [top]
2. Cisco Clean Access says "Blocked by Administrator"
Some Macintosh users have reported that after they download and install the Cisco Clean Access Agent on their Mac, they are unable to login via the newly installed Agent. The error message they receive is: Cisco Clean Access Agent can not log you into the network. Access to network is blocked by the administrator. Macintoshes use what are called “Locations”. You can create a Location and then choose if that location uses a wired connection, wireless connection or even a modem connection. You simply select that location when you split with your laptop, be it to home, work, school or a coffee shop which has wireless. We have found that creating a new wireless location fixes the problem that causes this error, even if you have already disabled IPV6 (IP Version 6) in the Airport TCP/IP settings (System Preferences > Network > Airport > TCP/IP > Configure IPV6 > Set to OFF), which is another method which has fixed many—but not all—users. This Location fix appears to trump the IPV6 fix. Click here to download instructions to create the Location.[top]
General Wireless Issues
1. I was connected, but my download stalled
You may be in an area where the signal is weak; move closer to the transmitting antenna and try again.The web site or server you are trying to connect to may be down; try another site or server. [top]
2. I was connected, but lost my signal
You may be in an area where the signal is weak, or you may be behind an obstruction; move to another area and try again. [top]
3. I got a "connection refused", "unable to reach host", "unable to locate the server" or "the page cannot be displayed" message
This is usually unrelated to the wireless network; check the address you are trying to reach or try a different web site or server. If you cannot reach any other sites or servers, return to the checkout counter and ask for a replacement laptop. [top]
4. I can connect, but it seems slow
Try a different web site or server. If the speeds are fast, this indicates that the web site or service you were trying to reach may have been busy; try again in a few minutes.
If all web sites or services that you attempt to connect to are consistently slow, there may be many users on the wireless network at one time. Try again in a few minutes. [top]
5. When I try to connect, Windows says "Windows cannot configure this wireless connection"
Often when a computer is purchased (for example: from a company like Dell), there is pre-installed software on the computer intended to help manage your wireless connection. These programs prevent windows from managing your wireless connection.
To tell if one of these programs is running try to connect to a wireless network by double clicking on the wireless connection icon in the windows taskbar. It should look like this:
If the window that comes up looks like this:
Another wireless configuration utility is probably running. It is recomended that you learn to use that wireless utility to configure your wireless internet connection. You will need to open that utility by finding its icon on your task bar and either double clicking on it or right clicking and choosing an option from the menu. The Dell wireless utility icon looks like this:
If you are using a Linksys card the icon may look like this:
Once your utility is open, select Mustang Wireless and connect. [top]
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