Division of Information Technology
Division of Information Technology
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SafeConnect Policy Key Installation Issue

Repeated Prompts to Install the SafeConnect Policy Key

When there are repeated prompts to install the SafeConnect Policy Key, it is because it has not installed properly.  Listed below are some reasons this may happen and the troubleshooting steps necessary to resolve the issue.  After each step, check to see whether the Policy Key is working.

  1. The time and date on the computer may be incorrect.  Update the system time and/or date to current, then log out and back in to the computer. 
  2. The computer may have pending updates.  Reboot the computer to apply the pending updates. 
  3. On Windows Vista and newer, User Account Control (UAC) may have prevented the Policy Key from installing correctly. Type UAC in the search box and hit enter, then move the slider all the way to the bottom and click ok. Reboot the machine.  Navigate to C:\Program Files(x86)\SafeConnect, then right-click uninstall.exe and choose Run as Administrator.  Reboot the machine and download the Policy Key installer (serviceinstaller.exe) to the desktop and right click serviceinstaller.exe and choose Run as Administrator.   (Note: You may want to return the UAC to its previous setting after you complete the steps above.)
  4. Something may be preventing the Policy Key from communicating with the SafeConnect Server.  The most common is a firewall or antivirus program denying access.  Make an exception from your firewall configuration to allow Internet access for SCClient.exe, SCManager.sys, and SafeConnectclient.exe.
  5. The SafeConnect Policy Key may not be configured to launch when Windows starts up. Navigate to C:\Program Files(x86)\SafeConnect. Right-click SafeConnectclient.exe and send to desktop to create a shortcut.  Copy the shortcut into the following folder, C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup.
  6. The computer may have a malware infection. SafeConnect customers have had good results using Malwarebytes.

 

If further assistance is needed, click here for support information.