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Windows CCA Troubleshooting
I can't log in
Your Domain Account username and password is required for authentication. If you enter either incorrectly you will see:
If you don't know your Domain Account username and password, the Faculty/Staff Computing HelpDesk can reset it for you. Students should come to the HelpDesk in Clapp Library with their OneCard and faculty and staff may call the HelpDesk directly at x3333.
If you do not have network access and are not being prompted to authenticate by the CCA Agent, your computer does not have a working network connection. See the help section below for further instructions.
I already logged in
If you have a notebook computer, you may be prompted to authenticate frequently if you have both your wireless and wired access enabled. This typically happens when the wireless adapter is active and detecting a signal while the computer is using the wired connection. In Windows XP, go to Start > Control Panel > Network Connections and right-click on the adapter not in use and choose Disable. Your notebook computer may also have a button that can manually enable/disable wireless on or near the keyboard.
Visitor Access
Visitors to campus may choose to authenticate by clicking the Visitor button when their web browser is redirected to Clean Access. Doing so will provide them with network access to everything except Wellesley-specific resources such as www.wellesley.edu, library databases, FirstClass, etc. Visitor authentication expires in 24 hours.
If you are on a Windows computer and already have the CCA Agent installed, you can expire your visitor access manually. In the lower right corner of your screen, right-click on the CCA icon and choose Logout. To authenticate via CCA, right-click on the CCA icon again and choose Login. Authenticate as usual and you should now have full network access.
Error 87 when CCA launches
The Clean Access Agent is not compatible with Internet Explorer 7 Beta. Please go to Start > Control Panel > Add/Remove Programs and remove Internet Explorer 7. That will return your computer to Internet Explorer 6 and then you will be able to login into Clean Access.
Security Alert: Revocation information...
If you receive a Security Alert "Revocation information for the security certificate for this site is not available," do the following BEFORE you check Yes.
- Open Internet Explorer.
- Click on Tools and select Internet Options.
- Click the Advanced tab.
- Scroll down to the Security section.
- Uncheck BOTH Check for server certificate revocation and Check for publisher's certificate revocation.
- Click OK and close Internet Explorer.
- Log into Clean Access.
Temporary Access
If your computer does not meet the College's specified security requirements, you will be given temporary access to update the missing requirements. You will see the following message after authentication:
After you click Continue, you will be given instructions on how to update either your Windows Updates or VirusScan definitions.
Virus Definitions
CCA requires the most recent virus definitions for a McAfee or Symantec/Norton product. You do not need the latest VirusScan product. In other words, McAfee VirusScan versions 7 and 8 are both acceptable, but the definitions must be the most recent. If you need to download McAfee VirusScan to your personal computer, the College's site license allows faculty, staff, and students to install one copy on a personal machine.
To check which definitions are currently installed for McAfee VirusScan, right-click on the V-Shield in the system tray in the lower right corner of the screen and choose About VirusScan Enterprise. The Created On date should be within a few days of today's date. Clean Access may accept defintions up to a few days old, so until you are prompted to authenticate again, you will not lose access suddenly just because new updates become available.
How do I update my virus definitions?
All faculty/staff computers are configured to automatically download the latest virus definitions, but sometimes CCA will detect outdated definitions before your computer downloads them automatically. If this is the case, you can download the most recent definitions manually. If your computer is not set up to automatically update the definitions, please follow the configuration instructions for AutoUpdate so you don't have to manually download updates each week.
Manually update virus definitions
In McAfee VirusScan version 7 or later, right-click on the V-Shield in the system tray in the lower right corner of the screen and choose Update Now. If the update succeeds, try authenticating again. You may need to exit from the CCA Agent and relaunch it. Right-click on the CCA Agent in the system tray and choose Exit. Then go to Start > All Programs > Cisco Systems > Cisco Clean Access > Cisco Access Agent to authenticate again.
If you receive an error message while updating because VirusScan cannot find a valid repository, right-click on the V-Shield and select VirusScan Console. Go to Tools > Edit AutoUpdate Repository.
Delete Wellesley College if it appears since this repository is no longer available as of June 2006. Instead, make sure NAI HTTP and NAI FTP are checked and enabled. Click OK and try to update the definitions again.
If the update succeeds, try authenticating again. You may need to exit from the CCA Agent and relaunch it. Right-click on the CCA Agent in the system tray and choose Exit. Then go to Start > All Programs > Cisco Systems > Cisco Clean Access > Cisco Access Agent to authenticate again.
Windows Updates
CCA requires the most recent Windows Updates from Microsoft and that Windows be configured to download them automatically. If you receive the following error message, you do not have Windows configured to automatically download updates. In Windows XP, go to Start > Control Panel > Windows Updates and select automatic if this is the case. Be sure to select a time when the computer will be on to download the updates.
If automatic updates is enabled, but there are updates that must be downloaded, click Next in the CCA Agent window and follow the instructions provided. You can also go to the Windows Updates site and it will automatically detect which updates are missing on your computer.
What if I need help?
Students may fill out a Student Computing Help Form or bring their laptop to Computing First Aid. Information is available at the ResNet Help website.
Faculty and staff may contact the Faculty/Staff Computing HelpDesk, Monday through Friday 8:30am to 4:30pm, at x3333 or visit them on the second floor of the Clapp Library above the Knapp Center. Please be aware that personal computer help is very limited as the HelpDesk deals mainly with College-owned computers.
Faculty, Staff, and Students may also post questions in the Computing Questions conference on your FirstClass desktop at any time. Please be aware that the Computing Questions conference is not an official Information Services conference so you may not get a complete or quick answer, but there a lot of knowledgeable faculty, staff, and students that do read the conference and offer suggestions.
Erin Foti, efoti@wellesley.edu
Information Services
Date Created: June 29, 2006
Last modified:
March 14, 2008
Expires: June 1, 2008