Support Automation analyst console will not correctly launch when using a 64 bit web browser

Document ID : KB000049707
Last Modified Date : 14/02/2018
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Description:

After installing Support Automation and making all necessary configuration changes you may notice that when using a 64bit web browser (Internet Explorer or Firefox) to launch the analyst console, it will not successfully connect. The "end user" agent launches without a problem, and you are able to launch the analyst agent with a 32bit web browser as well.

Also if you were to configure Java Console logging you would see an error like this in the Java Console:

com.ca.sa.analyst.appui.ApplicationLifeCycle$1$1 run
GRAVE: Connection failed
java.lang.UnsatisfiedLinkError: C:\Users\*USERNAME*\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\48\366b6770-674c8905-n\CommWrapper.dll: Can't load IA 32-bit .dll on a AMD 64-bit platform
at java.lang.ClassLoader$NativeLibrary.load(Native Method)
at java.lang.ClassLoader.loadLibrary0(Unknown Source)
at java.lang.ClassLoader.loadLibrary(Unknown Source)
at java.lang.Runtime.loadLibrary0(Unknown Source)
at java.lang.System.loadLibrary(Unknown Source)
at com.ca.sa.comm.cpp.CommLibrary.<clinit>(CommLibrary.java:39)
at com.ca.sa.comm.CommCppImpl.createInstance(CommCppImpl.java:143)
at com.ca.sa.comm.CommFactory.createComm(CommFactory.java:83)
at com.ca.sa.common.comm.Server.connect(Server.java:95)
at com.ca.sa.common.comm.PrimaryServer.connect(PrimaryServer.java:46)
at com.ca.sa.common.comm.CommonServiceProvider.init(CommonServiceProvider.java:80)
at com.ca.sa.analyst.appui.ApplicationLifeCycle$1$1.run(ApplicationLifeCycle.java:288)
at com.ca.sa.util.LoggingRunnable.run(LoggingRunnable.java:53)
at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)

Solution:

The Support Automation analyst agent runs in a Java session, but is written for use with a 32bit version of Java. The agent will not launch on a 64bit version of Java. It is recommended by Java to only use a 32bit browser and 32bit version of Java to access web applications that was developed for a 32bit browser. You can find more information from Java here: http://java.com/en/download/faq/java_win64bit.xml.

Additionally Service Desk Manager, and Support Automation, are not certified for use with a 64bit browser platform.
https://support.ca.com/irj/portal/anonymous/phpsupcontent?contentID={7CDAFDB4-5970-42F6-8FB3-AF2CAC31F510}.