Troubleshooting

• How do I logout?

• Do I have to use the Clean Access Agent client?

• How do I know the Clean Access Agent is running?

• I do not see the Clean Access Agent icon in my system tray; what do I do?

• I do not have a "Logout" option in Clean Access Agent.

• I'm on a Mac. I've opened my browser but I am not redirected to a login page.
  What do I do?

• 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. Why?

• I am able to access the Internet but the Clean Access Agent still allows me to login. Am I logged in?

• I am NOT able to access the Internet but the Clean Access Agent only allows me to logout. What's going on?

• Can I update Windows before I login?

• Can I update Trend Micro Antivirus before I have logged in?

• The Clean Access Agent does not offer a "Login," just a "Logout." The web page tells me that I must now use Clean Access Agent to login; what do I do?

How do I logout?

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."

Do I have to use the Clean Access Agent?

All Windows PCs are required to use the Clean Access Agent for network access.

How do I know the Clean Access Agent is running?

Look in the system tray (in the lower right corner near the time display) for the Clean Access icon. You may need to select the ">>" to expand the list and show the Clean Access Agent.

I do not see the Clean Access Agent icon in my system tray; what do I do?

There are a few possibilities:

1. Clean Access Agent has not been installed. Please contact the PC Help Desk to install the Clean Access Agent.

2. Clean Access Agent is "hidden" in the system tray. Click on the ">>" 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 the "Task Manager" to halt the Clean Access Agent and then launch it again.

I do not have a "Logout" option in Clean Access Agent.
 
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.

I'm on a Mac. I've opened my browser but I am not redirected to a login page. What do I do?

You need to try going to a non-local site (such as www.google.com) to be redirected.

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. Why?

It depends on when the last time your computer was "validated" to the network. You can always use the Clean Access Agent.

I am able to access the internet but the Clean Access Agent still allows me to login. Am I logged in?
 
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.

I am NOT able to access the Internet but the Clean Access Agent only allows me to logout. What's going on?

The Clean Access Agent may not always detect your network status. Please choose "Logout" and then re-login.

Can I update Windows before I login?

No, The PC is part of the JJC Domain and the Windows Critical Updates are automatically sent to the PC by the Microsoft WSUS server. If the Clean Access Agent determines that the system is not up to date, please contact the PC Help Desk.

Can I update Trend Micro Antivirus before I have logged in?
 
Yes. The best way is to open up Symantec Antivirus client and run Live Update. If you correctly followed the mandatory pre-check-in procedures prior to gaining Internet access, your machine should automatically be configured to update virus definitions weekly.

The Clean Access Agent does not offer a "Login," just a "Logout." The web page tells me that I must now use Clean Access Agent to login; what do I do?

The Clean Access Agent does not always detect your network status. Please choose "Logout," and then you will have the "Login" feature.