Network Access Control (NAC) Troubleshooting

Policy Key Troubleshooting Checklist

1.  IP Address:

2.  Is the date and time correct?

3.  Has the computer been scanned for malware?

4.  If malware was found, was all malware removed?

5.  Are the policy key components exempted in the host firewall?

6.  Are the policy key components exempted in the anti-virus application?

7.  [Windows] Has the policy key been reinstalled with UAC disabled?

8.  Navigate to https://auth.impulse.com:8443/html/dl.htm

9.  Do you get a certificate error?

10.  Do you see the policy key download page?

Please record the answers to the above questions for further troubleshooting.

Please see PolicyKeyTroubleShooting-V5.3.pdf for more detailed troubleshooting steps.

Verify that the policy key is running:

PC

 Open the Task Manager to the Processes tab.
 Check the box “Show processes from all users” at the bottom left.
 Click on the “Image Name” column heading to sort.
 Look for SCClient.exe and scManager.sys. Both should be present.

 

MAC

 Open Activity Monitor (Finder > Applications > Utilities > Activity Monitor).
 Choose “Show All Processes” at the top right.
 Click on the “Process Name” column heading to sort.
 Look for SafeConnect and scManagerD. Both should be present.
 If you have only recently installed the Macintosh Policy Key, both processes may be called SafeConnect.

 

Repeated prompts to reinstall the policy key

Mac OSX

1.  Verify that SafeConnect is/is not running

• Launch Activity Monitor (in Utilities)
• Look for two processes, SafeConnect and scManagerD
• if scManagerD is not running:
  • Open a terminal (in Utilities) and check for the existence of the file sc.dat:

    ls -l /Applications/SafeConnect.app/Contents/MacOS/sc.dat

  • if sc.dat does not have the current date or date of last login, remove that file:

    rm /Applications/SafeConnect.app/Contents/MacOS/sc.dat

  • reboot
  • Verify that both SafeConnect processes are running in Activity Monitor
  • Verify that you are not prompted to reinstall the policy key by visiting an off campus website

2.  Try resetting Safari

• Launch Safari
• Under the Safari menu in the top left hand corner of the screen, select Reset Safari...
• Make sure all check boxes are checked
• Select the Reset button

3.  Uninstall the Policy Key and attempt to install it again

• Open a Terminal window by navigating to Applications, Utilities, Terminal
• Run the following command in the Terminal window:   cd  /Applications/SafeConnect.app/Contents/MacOS/
• Run the following command to uninstall the Policy Key:  sudo  ./Uninstall.sh
• Enter the password for the administrator or administrator equivalent account
• After the uninstall script has finished, reboot
• Next, login to the NAC and download the Policy Key
• Open your Downloads folder and drag the Policy Key installer to your desktop
• Double-click on the Policy Key installer and follow the on screen prompts.

4. Enable logging (only if instructed)

• Navigate to https://198.31.193.211:8443/html/ 
• Download the file config.xml
• Put config.xml into:  Applications/SafeConnect/Contents/MacOS.
• Once this file is in the directory, you should see ‘logfile.txt’ appear. 
• When you see `logfile.txt' appear, please log out and log back into your machine.
• After 2 minutes, copy `logfile.txt' to your desktop and email it to the IT person you've been working with
• Remove config.xml from the folder mentioned above and log out and log back in

 

Please see PolicyKeyTroubleShooting-V5.3.pdf for more detailed troubleshooting steps.

Windows

Possible cause:  A personal firewall is blocking the policy key. It is not recommended to disabled the firewall.  Instead, add the policy key to the firewall exception list.  Both SCClient.exe and scManager.sys should be allowed to communicate on all ports.

Possible cause:  The policy key is quarantined by an antivirus program.  Check the antivirus application's quarantine section for policy key files.  These files could be any files within "\Program Files\SafeConnect\" and especially scManager.sys and SCClient.exe.

Possible cause:  The policy key application isn't configured to launch when Windows starts.  Search for "SCClient.exe" on your computer and create a shortcut in your Startup folder.

Possible cause:  A stale file named "sc.dat" may exist in the SafeConnect program folder.  Stop the SCClient.exe and scManager.sys process/service and delete the sc.dat file. Restart the process/service or reboot.

Note:  If the computer you are working on has ever had a Norton or Symantec product installed on it, there is a chance that remnants of that program still remain.  The only way to rule this out is to run the Norton Removal Tool designed by Symantec to remove all traces of their antivirus products.  For further details please see Symantec's website.

For TCNJ owned/managed computers:  The policy key is automatically installed for Zen 10/7 clients. The Zen installer creates C:\Program Files\sal-092210.sys text file as a placeholder.  This file needs to be removed manually to have the Zen installer re-install the policy key.  (01-20-11)

Please see PolicyKeyTroubleShooting-V5.3.pdf for more detailed troubleshooting steps.