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
- 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
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.
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