SafeConnect Troubleshooting

These Frequently Asked Questions have been compiled to share information about the NetReg Replacement Project and SafeConnect.  Please click the links below to find answers to many specific questions. If you have remaining question(s) after reviewing the information provided, please send your question(s) to irt@bu.edu.

  1. How do I know the SafeConnect Policy Key is running?
  2. If I only use the Internet do I need to install the SafeConnect Policy Key Client?
  3. If I am quarantined what will I be able to access?
  4. Is there a list of preferred antivirus software UITS will be checking for?
  5. How often will I need to authenticate?
  6. 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?
  7. I downloaded the SafeConnect Policy Key; however, I cannot find the ServiceInstaller.exe. Where is it?
  8. I tried to install the SafeConnect Policy Key; however, the installation failed. What can I do?
  9. I installed the SafeConnect Policy Key Client, however, I am still being prompted to install it. I am running Windows XP. What can I do?
  10. My device cannot download or install the SafeConnect Policy Key Client; however, this device requires network access. What can I do?
  11. I do not know my BU login name and/or my Kerberos password; is it possible to find them myself?
  12. I tried and still need help?
  13. I’m having problems connecting my Xbox 360/Playstation3.

    1. How do I know the SafeConnect Policy Key is running?

      On Windows devices, 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 Mac OS users can open the Activity Monitor located in the Utilities folder. From the Activity Monitor look for the Policy Key process.

    2. If I only use the Internet do I need to install the SafeConnect Policy Key?

      Yes, the SafeConnect Policy Key will need to be installed in order  to gain access to any network resource including the Internet from the residential (ResNet), guest wireless, and conference services network segments.

    3. If I am quarantined what will I be able to access?      

      You are allowed to access online resources that will help you correct the reason for quarantine (windows update sites, AV sites, etc) a long with Tech Web (www.bu.edu/tech). All other network traffic will be blocked until you are properly authenticated

    4. Is there a list of preferred antivirus software SafeConnect will be checking for?  

      The University has purchased McAfee Antivirus and is available to faculty, staff, and students. However, SafeConnect supports over 25 antivirus applications.

    5.   How often will I need to authenticate?

      You will need to authenticate only once on the residential network segments and once every 24 hours on the guest networks. 

    6. 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.

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

      • For Windows
        • Click on yourStart 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
        If you did not specify a destination for the ServiceInstaller.exe, it typically will be saved to your Downloads or Desktop folder by default.

    8. 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.

    9. 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?

      Windows XP is no longer supported; please upgrade to a newer operating system.

    10. My device cannot download or install the SafeConnect Policy Key Client; however, this device requires network access. What can I do?

      Devices without web browsers (headless) can connect to the University network without the need to install the SafeConnect Policy Key. Contact your department/school IT support staff for specific device questions.

    11. I do not know my BU login name and/or my Kerberos password; is it possible to find them myself?

      Yes, please navigate to https://weblogin.bu.edu/accounts/forgot

    12. I tried and still need help?

      Students need to contact the IT Help Center for help. Faculty/Staff need to contact your local IT support or the IT Help Center.

    13. I am experiencing issues connecting my Xbox 360/Playstation 3/Smart TV to the network. I am presented with the following error message, ‘Your network doesn’t have a sufficient MTU setting.’ How may I remedy this?

      Xbox 360s and Playstation 3’s are required to be manually registered, please navigate to the following website to self register it: click here


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Last Updated 12/23/2014