Sometimes, SafeConnect will block a computer from network access or will require the student to download and install the policy key multiple times. There are some standard troubleshooting steps that resolve most of these issues.

Repeated Prompts to Reinstall the Policy Key PC / Mac

  1. The computer may have an incorrect system time and/or date. Check the time and date on the computer.  Update the system time and/or date to current and log out and back in to the machine.
  2. Check for malware – run a malware remover tool, restart, and try again.
  3. Check for pending updates. If there are pending updates on the computer, it can put the Policy Key in a suspended state. Apply the updates and reboot.

Repeated Prompts to Reinstall the Policy Key – PC

Uninstall and reinstall the Policy Key with elevated privileges, or with UAC turned off:

Uninstall/Reinstall as Administrator (elevated privileges)

Open “Program Files\SafeConnect” or “Program Files(x86)\SafeConnect”.

Right-click on uninstall.exe and choose “Run as Administrator”.

Then right-click on the Policy Key installer, ServiceInstaller.exe, and choose “Run as Administrator”.

If this doesn’t work, try the steps below.

Uninstall/Reinstall with UAC turned off

Turn off UAC 1. Press the Start Menu 2. Type “UAC” in the search box and hit 3. Move the slider all the way to the bottom. 4. Reboot the machine.

Uninstall/Reinstall the Policy Key in the usual way.

If desired, re-enable UAC

Check for personal firewalls

If the Policy Key is running, look for a personal firewall installed on the host machine. McAfee and Norton/Symantec products often have very aggressive, built in firewalls, which account for the majority of this type of issue.

It is not recommended that you disable the host’s personal firewall. Instead, add the Policy Key to its exception list. Both SafeConnectClient.exe and scManager.sys should be allowed to communicate on all ports. Some firewall programs may also require that the IPs 198.31.193.211 and 127.0.0.1 be added as trusted hosts.

Check to make sure the policy key is configured to launch when the computer starts up

Open the Windows Task Manager and click on the Processes tab. Click on the Image Name column heading to sort. If you don’t find SafeConnectClient.exe, it may not be starting up with Windows.

In Windows 10, hold down the Windows key and type R. Type shell:startup and click OK. Look for SafeConnect, with a red, white and black shield icon. If you don’t see it, SafeConnectClient.exe is not starting up when Windows loads.

To resolve this, look for “\Program Files (x86)\SafeConnect”. Right-click on SafeConnectClient.exe and choose “Create Shortcut”. Drag the new file “Shortcut to SafeConnectClient.exe” to the Startup folder you just opened. Then close the Startup folder.

 

Repeated Prompts to Reinstall the Policy Key – Mac

Password issues

If the local user password account does not have a password, the Safe•Connect Mac Installer appears to run successfully, but it cannot elevate privileges and the installation fails. To resolve this, create a password and try again.

If there is a password, but it still doesn’t run, there are 4 items to check:

A). Determining if the Safe•Connect Policy Key is installed:

From the Finder, open Applications, and look for SafeConnect. If SafeConnect is missing, look for PolicyKey. If SafeConnect is present, ctrl-click on it and choose “Show Package Contents”. Then open the Contents and MacOS folders. Inside MacOS, please note which of the following files is present:

sc.dat

scClient

scManagerD

uninstall.sh

B). Determining if the Safe•Connect Policy Key is running:

Next, open Activity Monitor (Finder > Applications > Utilities > Activity Monitor), and choose “Show All Processes” at the top right. You should see processes named SafeConnect and scManagerD. (If the Policy Key has just been installed, you may see 2 processes called SafeConnect. In this case, please reboot. ) After a reboot, please note whether SafeConnect or SCManagerD is missing.

If “SafeConnect” is not present in “Activity Monitor” continue on to step “C” below. If “scManagerD” is not present, continue on to step “D” below.

C). Determining if the Safe•Connect Policy Key is configured to run at startup

Click on the Apple Icon and choose System Preferences

In the “System Preferences” panel, under “System”, find and click the “Accounts” option.

In the “Accounts” panel, find the current user in the left side and select it. Then choose “Login Items” on top right. You will need to click the lock icon in the lower left of the screen and put in the local user’s credentials.

Under “Login items,” “SafeConnect(All Users)” should be present.

If SafeConnect is not present, click on plus (+) button on the bottom left of the Login Items table. This will open the file browser

Choose “Applications” from the left hand panel, and then click on “SafeConnect” in the middle panel. Click the “Add” button from the bottom to add

This will bring you back to “Login Items” to verify that SafeConnect is listed. Check the box labeled “Hide” next to “SafeConnect (All Users)”.

D). Determining if the “scManagerD” is properly registered

Open up a terminal session and type the following:

cd /Library/LaunchDaemons/

ls

This will change to that folder and list all the files. Look for a file titled “Safe.Connect.plist”. If that file is not present, the “scManagerD” daemon will not run at startup. Please contact support for assistance with this issue.

Is the Policy Key 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 SafeConnectClient.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.