Related to:

Active Console startup issues, Active Console failed to launch, unable to load Active Console, unable to open Active Console, Active Console does not load.

Problem

• When you try to start Active Console, it returns error messages and does not open, or it is stuck at the splash screen and nothing happens.

Possible Cause(s)

Root Cause 1: The Active Console is outdated which may contain known bugs or incompatible on newer versions of operating systems.

Root Cause 2: Active Console workspace or temporary folder corruption.

Root Cause 3: Other known or compatibility issues (please refer to Related Articles below).

Root Cause 4: A problem with Java or Java is being blocked by Desktop Scanning Software.

Possible Solution(s)

• Solution Root Cause 1: Make sure the Active Console version is supported in the Geneos Compatibility Matrix and is up-to-date. It is generally recommended using the latest GA version if possible matching your gateway schemas.
  • Latest versions can be found at https://resources.itrsgroup.com/downloads
    
    
• Solution Root Cause 2: The Active Console stores temporary and cache files under the %APPDATA% directory. Users can try to clean up the folder and restart Active Console. You may use the following commands on a Windows Command Prompt.
  

  echo %APPDATA%
  cd %APPDATA%
  dir ActiveConsole
  ren ActiveConsole ActiveConsole.old

  
  
  
• Solution Root Cause 3: Look at "I have problems trying to Start up the Active Console"
• Solution Root Cause 4: You may get an error dialog box appear when trying to launch the Active Console

If this is the case bring up a command prompt on your desktop and navigate to the Active Console install directory and to the JRE\bin directory. Run .\java -version

If you get a message like below then you will need to raise this internally with your Desktop Support Teams.

Program 'java.exe' failed to run: This program is blocked by group policy. For more information, contact your system administrator

Related Articles

• ITRS Compatibility Matrix
• I have problems trying to start up the active Console

If Issue Persists

• Please contact with our Client Services team via the chat service box available in any of our websites or via email to support@itrsgroup.com
  
  
  
• Make sure you provide to us:

- Active Console diagnostics file, or log files located under %APPDATA%\ActiveConsole directory

- Any Screenshot

- Any troubleshooting step already verified from the ones described in this article.