Troubleshooting SafeConnect

These troubleshooting FAQs have been compiled to share information about SafeConnect with university staff, students, and faculty. 

If you have remaining questions after reviewing the information provided, please submit a ticket here or call ResNet at (831) 459-4638.

How do I know the SafeConnect Policy Key Client is running?

  • On Windows machines (Windows 7 and newer), you can simultaneously hold Ctrl+Alt+Delete at the same time on your keyboard and then select the Task Manager. Then click on Processes and locate 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. UCSC sites, suchas My UCSC, eCommons, and Gmail, are also accessible. All other network traffic will be blocked until you are compliant in SafeConnect.

Is there a list of preferred antivirus software?

A list of compliant anti-viruses can be found here:

When trying to install the SafeConnect Policy Key, I receive an error stating, "You do not have administrator privileges to perform 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 of the Finder window, click on Downloads.
  • 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. What do I do?

There are a few troubleshooting steps to try if you are running into a SafeConnect loop.

  1. Uninstall and reinstall SafeConnect.
    • On Windows: Search for "Programs and Features." Find SafeConnect on your list of programs and click "Uninstall."
    • On a Mac: Double-click on "Uninstall SafeConnect" in the Applications folder.
  2. Clear the cache.
    • We recommend using CCleaner, a free program, to clear the cache; however, you can also clear the cache in your browser.
  3. Set SafeConnect to run on startup.
    • On Windows: Search for "msconfig." Navigate to the Startup tab and double-check that SafeConnect is listed as a startup program. If not, you'll need to copy SafeConnect in to your startup folder.
    • On a Mac: Open "System Preferences." Click on "Users & Groups." Select your User's account and click on the "Login Items" tab at the top of the window. If SafeConnect is not listed as a login item, click the "+" icon to add it.
  4. Add SafeConnect as an exception in your anti-virus program.
    • This process will vary with each anti-virus program.

If none of the above troubleshooting steps fix the issue, please visit one of the two ResNet offices either at Rachel Carson College (formerly College 8) (Room 258) or Stevenson (Casa 11 Room 125). They are open Monday-Friday, 10 AM to 5 PM.

My computer 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 have network access. Contact ResNet if you are having trouble installing SafeConnect.

I do not know my CruzID account or Blue password; is it possible to find them myself?

Please contact the ITS Support Center for account and password help at (831) 459-HELP.