Troubleshooting SafeConnect

These Frequently Asked Questions have been compiled to share information about SafeConnect with University staff, students, and faculty. These questions have been grouped into categories to better organize information.

Click the links below to find answers to many specific questions. If you have remaining questions after reviewing the information provided, please submit a ticket here or call ResNet at (831)459-4638.

Troubleshooting

How do I know the SafeConnect Policy Key Client is running?
-On devices with Windows XP, you can right-click any blank space on the task bar at the bottom of your screen and select the Task Manager option. When the Windows Task Manager appears, click the Processes tab and look for the SCClient.exe process.
-On more recent Windows machines, you can simultaneously hold control+alt+delete at the same time and then choose Task Manager. Then click on Processes and located SCClient.exe.
-Mac OS users can open the Activity Monitor located in the Utilities folder. From the Activity Monitor look for the Policy Key process.

If I only use the Internet do I need to install the SafeConnect Policy Key Client?
Yes, the Policy Key must be installed in order for the user to gain access to any network resource including the Internet.

If I am quarantined what will I be able to access?
Generally, you are allowed to browse online support resources that will help you self-service the authentication process. All other network traffic will be blocked until you are properly authenticated.

Is there a list of preferred antivirus software?
A list of compliant anti-viruses can be found here

Can you force authentication, for example if I plan to go on vacation?
Individuals may force a log out using the link here.

When trying to install the SafeConnect Policy Key, I receive an error stating, "You do not have administrator privileges to preform this install." What can I do?
If you do not have administrator access to your machine, you must contact your administrator so that he or she installs the SafeConnect Policy Key on the machine in question.


I downloaded the SafeConnect Policy Key, but I cannot find the ServiceInstaller.exe. Where can I find it? 

*If you did not specify a destination for the ServiceInstaller.exe, it typically will be saved to your Downloads or Desktop folder by default. To navigate to that folder:

For Windows
-Click on your Start Menu
-To the right, click on Computer
-In the window that pops up, in the left sidebar, click on where it says Downloads or Desktop
-Click on the ServiceInstaller, and run the application
For Mac
-Click on the Finder Icon
-On the left, click on your User Account
-Navigate to your Downloads directory
-Click on the SafeConnectMacInstaller, and run the application

I tried to install the SafeConnect Policy Key; however, the installation failed. What can I do?
This is typically a sign that the Policy Key is either unable to install correctly, or that, after installation, it is unable to communicate. In this scenario, rather than running the installer program directly, save the executable, and then run it. If this issue still persists you may need to edit your personal firewall settings to allow network access for the SafeConnect program. For assistance, please call ResNet at (831)459-4638.
 
I am still being prompted for installation of the SafeConnect Policy Key, even after I have already installed it and am running Windows XP. What do I do?
With Windows XP there is a rare issue in which the SafeConnect Policy Key not installing properly. To correct this, completely uninstall the SafeConnect Policy Key, and then reinstall it. On more recent Windows machines experiencing this problem, please visit one of the two ResNet offices either at College 8 Room 258 or Stevenson Casa 11 Room 125. They are open Monday-Friday, from 10:00am-5:00pm.

My device cannot download or install the SafeConnect Policy Key Client; however, this device requires network access. What can I do?
You can download the SafeConnect Policy Key Client by clicking here if you do not having network access.

I do not know my CruzID blue username or password; is it possible to find them myself?
Please contact the Help Desk at (831)459-4357 or make an IT Request ticket.

I tried and still need help?
Please contact ResNet at (831)459-4638.

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