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 Causes

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

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

Root Cause 3: Java is being blocked by Desktop Scanning Software.

Root Cause 4: Java is interfered by environment variable settings.

Root Cause 5: Other known or compatibility issues (please refer to Related Articles below).

Possible Solutions

• 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: You may get an error dialog box appear when trying to launch the Active Console

Failed to launch! Could not find jvm.dll Failed to create Java Virtual Machine

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

• Solution Root Cause 4: Depending on the environment variable settings, Active Console may be unable to start, or you may get an error dialog box when trying to launch the Active Console

An exception occurred while starting up, forcing an exit. class java.lang.IllegalStateException org.xml.sax.SAXNotRecognizedException

Please check Environment Variables in Windows Control Panel under the System Settings.

• CLASSPATH
• JAVA_TOOL_OPTIONS
• _JAVA_OPTIONS

These may have configured .jar files that conflict with the Active Console, often from third party vendors.

You may remove unnecessary records in the variable as appropriate, or you may try to start the Active Console with a batch file like this:

set CLASSPATH=
set JAVA_TOOL_OPTIONS=
set _JAVA_OPTIONS=
ActiveConsole.exe

• Solution Root Cause 5: Please check out "Geneos - I have problems trying to start up the Active Console"

Related Articles

• ITRS Release Notes and Compatibility Matrix
• Geneos - I have problems trying to start up the Active Console

If you need further help

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

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

- Any Screenshot

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