Introduction:


This article describes several issues which can occur when trying to launch the Agent Console and how to resolve these issues.


Issue


 The LivePerson Agent Console does not launch when clicking any of the following links in Windows: LivePerson shortcut button on the desktop
  • Start > Programs > LivePerson > LivePerson item
  • Start > Control Panel > Java > General (tab) > Applications list > LivePerson item 


Possible Cause

 Before opening the LivePerson software, Java Web Start checks for recent updates and downloads. If the required files are not found or cannot be downloaded, the Agent Console does not open.

Solutions


The following procedures may solve this issue:

Delete Temporary Internet Files in Internet Explorer

  1. Open Internet Explorer.
  2. In the Tools menu, select Internet Options. The Internet Optionsdialog box is displayed.

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  3. In the General tab, under Browsing history, click Delete. The Delete Browsing Historydialog box is displayed.

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  4. Check the Temporary Internet Files checkbox, click Delete. The Delete Files confirmation dialog box is displayed.
  5. In the Delete Files confirmation dialog box, click Yes.
  6. Click Close. The Delete Browsing History dialog box is closed.
  7. Click OK the Internet Options dialog box.

Delete Temporary Internet Files in Java Cache Viewer

  1. From the Start menu, select Settings > Control Panel > Java.
  2. In the General tab, under Temporary Internet Files, click View. The Java Cache Viewer window is displayed.
  3. In the Show list, select Applications. A list of all Java-based applications installed on your computer is displayed.
  4. Press the Ctrl key, select old versions of the LivePerson Agent Console software and click X.

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  5. Click Close.
  6. Click OK to close the Java Control Panel.

Reinstall LivePerson Agent Console

If you continue to experience problems running the LivePerson software after you have deleted the old versions of the LivePerson software, remove the current LivePerson software version and reinstall it.
  1. From the Start menu, select Settings > Control Panel > Java.
  2. In the General tab, under Temporary Internet Files, click View. The Java Cache Viewer window is displayed.
  3. In the Java Cache Viewer dialog box, select the LivePerson application, and click . Important: Make sure that there are no versions of the LivePerson software left in the applications list.
  4. Click Close.
  5. To close the Java Control Panel, click OK.
  6. Open the LivePerson website (http://solutions.liveperson.com/help/) and click the Download LivePerson button.