Frequently Asked Questions
How Does Clean Access Work?
FAQ Sections
Q: Do I have to use Clean Access?
A: Only if you're on the Residence Hall wired network or using the Login_BSU wireless access point on the University wireless network.
Otherwise, you should use Guest Access via the Guest_BSU wireless access point on the University wireless network. Guest Access does not require Clean Access.
Q: How does Clean Access validate my computer?
A: The Clean Access system runs a test to determine operating system and anti-virus patches and updates, as well as verifies security on computing devices.
If the computer fails the test, it is allowed limited Internet access for remediation for 90 minutes.
Q: How do I install Clean Access software on my Windows computer?
A: See our "Connecting With Clean Access" instructions.
Q: How do I connect my videogame console to the network?
A: Your videogame console must be registered with Network Services (via your Front Desk or Apartment manager) in order to receive a network connection. This request can be submitted by your Front Desk/Apartment manager through the OIT Network Exemption Request process.
Once registration is complete, the videogame console should automatically bypass the Clean Access authentication system.
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Anti-Virus Software and Quarantine
Q: Is there free anti-virus software I can get through the University?
A: The University only provides anti-virus software for University-owned computers. There are many anti-virus products available.
Robust anti-virus software can be purchased at an academic discount through the BSU Bookstore. Although other anti-virus products may work with Clean Access, only the following programs are supported with Clean Access:
- AVG Free Edition 8.x & 9.x
- Norton AntiVirus 15.x
- McAfeeAV 12.0 (McAfeeAV 12.1 support is not available at this time)
- TrendMicroAV 16.x
- Windows Live One Care 2
- MS Security Essentials
- Symantec Corporate 10.x
Q: I have AVG Free 7.5 and I'm being prompted to upgrade to version 8.0, but the upgrade doesn't appear to be free. How can I upgrade to the free edition of AVG Free 8.0?
A: The upgrade from AVG 7.5 isn't free. Instead of upgrading, you need to directly download the free version of AVG Free 8.0 from Grisoft's website. Browse to http://free.avg.com.
Q: My computer has been "quarantined" by Clean Access and I don't understand why?
A: Some detected vulnerabilities may be difficult to diagnose. If in doubt, Residence Hall users should contact their Front Desk or Apartment manager. Wireless network users should call the OIT Help Desk at 426-4357 for assistance.
Q: Why does the Clean Access "Update" button not work when I try to update my anti-virus software?
A: Some anti-virus software products may need to be updated manually through the anti-virus software itself. Check your software's documentation or vendor's website for assistance updating software.
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Clean Access Popup Window
Q: The Clean Access software is repeatedly popping up while I'm trying to fix my computer to log in correctly to Clean Access.
A: During remediation, the Clean Access software window must be kept open on the screen. If you close the window, the software will detect your computer's network connection and pop up again for you to login.
Q: The Clean Access software is repeatedly popping up even though I know I've logged in correctly.
A: Make sure you are not connecting to both the wireless network and wired residence hall network simultaneously, as this may result in a connectivity loop.
If you're on a wired connection, turn off your computer's wireless network card. You may also need to shutdown and restart the Clean Access Agent software; right-click the Clean Access Agent icon in your Windows System Tray
and left-flick "Exit." Then relaunch the Clean Access Agent (if it doesn't pop up automatically) from your Start > Programs menu.
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Connecting with Clean Access
Q: Why doesn't Clean Access remember my username and password when I check the "Remember Me" box?
A: For security reasons, the Clean Access Agent is designed to not save user data on the computer's hard drive. All Clean Access user data is removed when you exit the Agent software, restart or shut down your computer.
Q: How often do I have to reconnect to the network?
A: You should expect to renew your wireless connection at least once every 24 hours. University Housing wired connections reset every Monday morning at 3:00 am. As best practice, we recommend using the 'Logout' option before moving from one location to another.
Q: Do I have to reauthenticate to the Authenticated Access (Login_BSU) wireless network when moving around campus during the day?
A: Unless you require services only available on the Authenticated Access wireless network, you should be able to use Guest Access, which does not require Clean Access software.
If you must use Authenticated Access, check the "Remember Me" checkbox on the Clean Access login screen. You should no longer be prompted to reconnect after your computer falls asleep or if you move around campus between wireless access points.
Q: When I put my laptop into my docking station, the Clean Access login window repeatedly pops up.
A: Disable your wireless network card when your computer is docked.
Q: I have a personal wireless access point or router; how do I configure it to authenticate to Clean Access?
A: Personal wireless access points or routers are not supported. Plug your computer's network cable directly into the wall jack.
Q: I have firewall software installed. Will Clean Access work properly?
A: Make sure your firewall software is configured to allow permission for "CCA Agent."
Q: How do I log out of Clean Access?
A: To log out, you must exit the Clean Access Agent software. Right-click the Clean Access Agent icon in your Windows System Tray
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Getting Help
Q: Can someone fix my computer for me to get it to work on the network?
A: For University-owned computers, yes. For personal computers, the OIT Help Desk can suggest resources to help you resolve your issues.
A local company, RJM Computers, does offer a discount for service to Boise State students.
Q: What if I don't want my computer scanned by Clean Access?
A: You don't have to connect to the University's Authenticated Access network. The University has implemented Clean Access authentication to protect your privacy and security.
Use the Guest_BSU wireless network instead.
Q: I've tried all of your advice and suggestions and am still unable to connect to the network.
A: There are occasions when the Clean Access Agent and anti-virus software may cause installation conflicts. Uninstalling and reinstalling the Clean Access Agent and your anti-virus software may fix this conflict. Due to the amount of time involved with uninstalling and reinstalling the software, we recommend you try this solution only as a last resort.
- From the Start Menu, open the Control Panel
- Double-click the "Add or Remove Programs" icon
- Locate the Cisco Clean Access Agent in the list of installed software. There should be two programs listed; one for the Agent itself and one for the Agent update.
- Highlight each program and choose ?Change/Remove? to uninstall.
- If you want to uninstall your anti-virus software, choose the software from the list and select ?Change/Remove? (make sure you have media available to reinstall your anti-virus software; refer to your anti-virus software vendor?s instructions for properly uninstalling the anti-virus software).
- Restart the computer to complete the installation process.
- Reinstall Clean Access software by opening a web browser while accessing the University residence hall network or campus wireless network. If you also uninstalled your anti-virus software, you will be prompted upon login to Clean Access that anti-virus requirements have not been meet.
At this point, you must install your anti-virus software before accessing University network resources. After reinstalling the anti-virus software, you may be prompted by the Clean Access Agent to ?Refresh? before successfully authenticating.
Of course, the OIT Help Desk is available for any questions you may have about Clean Access . We're open 8:00 am - 5:00 pm Monday - Friday, and you can reach us at 426-4357, or via e-mail at helpdesk@boisestate.edu
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