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

Document ID : KB000049707
Last Modified Date : 14/02/2018
Show Technical Document Details


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:$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 java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source)
at java.util.concurrent.ThreadPoolExecutor$ Source)
at Source)


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:

Additionally Service Desk Manager, and Support Automation, are not certified for use with a 64bit browser platform.{7CDAFDB4-5970-42F6-8FB3-AF2CAC31F510}.