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JNLP file download in Chrome when attempting to launch Support Automation Analyst interface

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Article ID: 109937

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Updated On:

Products

CA Service Desk Manager CA Service Management - Service Desk Manager Support Automation SUPPORT AUTOMATION- SERVER

Issue/Introduction

End users are noticing JNLP files not being launched automatically when an analyst tries to launch the Support Automation interface from a Chrome browser.  User will be informed to download file analystUI.jnlp.

Environment

CA Service Desk 17.1
CA Service Desk 17.0

Cause

Chrome no longer supports NPAPI (Netscape Plugin Application Programming Interface, underlying technology required for Java applets). The Java plug-in for web browsers relies on the cross platform plugin architecture NPAPI, which was supported by all major web browsers for over a decade. Starting in 2015, Google's Chrome version 45 (scheduled for release in September 2015) drops support for NPAPI, impacting plugins for Silverlight, Java, Facebook Video and other similar NPAPI based plugins.

On the other hand, Chrome does not allow enabling the option "Always open files of this type" when opening a JNLP file.



This option is greyed out for JNLP files.

Resolution

One may consider running the JNLP (Java Network Launch Protocol) files manually (analystUI.jnlp) or using another browser when running Support Automation.  However, most web browsers no longer support the NPAPI protocols due to security concerns and have been phasing out support starting in 2015.  Further, JNLP support is not included as of Java SE 11

Additional Information

As of Jun 30, 2022, Support Automation is deprecated and no longer being enhanced or updated.  Technical support for this component will be discontinued as of Jul 1, 2023.  The associated chat function previously provided by Support Automation is available through xFlow/Service Point, which is included in the Service Desk install media.

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