Launching the analyst interface of Support Automation from a Chrome browser provides a prompt to install Java even though Java is installed.

Document ID : KB000004068
Last Modified Date : 14/02/2018
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Issue:

When an analyst tries to launch the Support Automation interface from a Chrome browser they get prompted with the message:

"Analyst UI can't run without Java Runtime Environment (JRE) 1.6 or higher. Install JRE."

 

They will also see this message even if they have the Java client installed already. Performing the same launch from Internet Explorer or Firefox works as expected.

Resolution:

The Support Automation analyst client runs on a Java client. The Java plug-in uses a plugin architecture called NPAPI, which Chrome is removing support for. At this time NPAPI can be manually re-enabled by using using the following steps:

 

  1. Within Chrome access the following url:
    chrome://flags/#enable-npapi
  2. Click on the "Enable" link for the "Enable NPAPI" option.
  3. At the bottom of the browser click on the "Relaunch" button, which will restart the browser.

Java has posted more information related to the situation here:

https://java.com/en/download/faq/chrome.xml

Their recommendation  at this time is to use an alternate browser, such as Internet Explorer or Firefox.

Please note:

While this feature currently exists in Chromium based browsers, it is currently planned to be removed completely in a September 2015 update.

More information related to Chromium/Chrome's deprecation of NPAPI can be found here:

 

https://www.chromium.org/developers/npapi-deprecation

Additional Information:

The information in this article has been included in our product documentation. You can find further details here:

https://docops.ca.com/ca-service-management/14-1/en/troubleshooting/troubleshooting-ca-service-desk-manager/the-support-analyst-user-interface-opens-in-chrome-with-an-error