SafeConnect Troubleshooting

The solutions below will help solve common SafeConnect problems, if at any time SafeConnect begins to work there is no need to continue.

Minimum Requirements:

  • SafeConnect client
  • Anti-Virus up to date
  • Operating System up to date
  • Operating System checking for updates

Solution 2: Verify SafeConnect Installed/Running

Windows:

Step 1: Verify that SafeConnect is running

  • Open up Task Manager( Press CTRL+SHIFT+ESC) and go to the processes tab
  • Check the box “Show Processes from all users”
  • Click on “Image Name” column to sort
  • Look for SCClient.exe and scManager.sys.
  • If both are present try restarting, if restarting does not help continue to step 2.

Step 2: Install with admin rights

  • 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”.

Step 3: Add SafeConnect to Startup

  • Click on “start > All Programs”. Right-click on Startup, and choose “Open All Users”. If this option is not available, choose “Open”.
  • Open the Policy Key's install folder. On most Windows machines, look for "\Program Files\SafeConnect". On 64-bit Operating Systems, look for "\Program Files (x86)\SafeConnect".
  • Right-click on SCClient.exe and choose "Create Shortcut".
  • Drag the new file “Shortcut to SCClient.exe” to the Startup folder you just opened. Then close the Startup folder.

Mac

Step 1: Verify SafeConnect 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, and uninstall.sh

SafeConnect Files

  • If these files are not present please uninstall and reinstall SafeConnect

Step 2: Verify SafeConnect is running

  • 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.

Activity Monitor

  • Note: If you have only recently installed the Macintosh Policy Key, both processes may be called SafeConnect.

Step 3: Verify SafeConnect is configured to run at startup

  • Click on the Apple Icon and choose System Preferences

Top left Menu

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

System Preferences

  • 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.

Mac Account box

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

Login Items

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

Login items table

  • 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

Application list

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

Mac Account box

 

Solution 3: Contact IRT Service Desk

If the above solutions did not solve your problem, please contact the IRT Service Desk: