I have a user that launches the representative console, successfully authenticates with SSO and is redirected to the desktop application which then prompts with “The Representative Console appears to be running already, but the existing instance failed to activate.” I have seen this before and a reboot fixes it, but not with this user.This issue persists through reboots as well as a full uninstall/reinstall of the representative console for this user. The web console works for this user. If they sign in as a local Remote Support user (different than the SSO account) it will work through the desktop application. I see in the debug logs it says, “Failed to obtain singleton lock”, but not much else for details. We are running version 24.2.3. Has anyone else experienced this before or have a solution?

The Representative Console appears to be running already, but the existing instance failed to activate.

I have a user that launches the representative console, successfully authenticates with SSO and is redirected to the desktop application which then prompts with “The Representative Console appears to be running already, but the existing instance failed to activate.”

I have seen this before and a reboot fixes it, but not with this user.

This issue persists through reboots as well as a full uninstall/reinstall of the representative console for this user.
The web console works for this user.
If they sign in as a local Remote Support user (different than the SSO account) it will work through the desktop application.
I see in the debug logs it says, “Failed to obtain singleton lock”, but not much else for details.

We are running version 24.2.3. Has anyone else experienced this before or have a solution?

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Try this…

Uninstall the console again, then follow the below steps to remove any left over registry entries.

Search the registry for the site hostname or console executable name and delete any registry keys for the console.

1. Open Regedit as Administrator

2. Take a backup of the registry

3. Click edit and select find

5. Type in the site hostname or console executable name and make a note of each key for the Representative Console.

6. Delete the noted keys from the registry

7. Reboot

8. Re-install the console and test again

Try this…

Uninstall the console again, then follow the below steps to remove any left over registry entries.

Search the registry for the site hostname or console executable name and delete any registry keys for the console.

1. Open Regedit as Administrator

2. Take a backup of the registry

3. Click edit and select find

5. Type in the site hostname or console executable name and make a note of each key for the Representative Console.

6. Delete the noted keys from the registry

7. Reboot

8. Re-install the console and test again

No luck with that.

Thanks for reply. Try this…

Delete the users SAML account from /login > Users and Security > Users.

Once deleted, have the user to attempt to log into the console. This will recreate the SAML account record in /login.

If this doesn’t work, I’ll recommend to open a open support case and let engineering assist.

Todd

Thanks for reply. Try this…

Delete the users SAML account from /login > Users and Security > Users.

Once deleted, have the user to attempt to log into the console. This will recreate the SAML account record in /login.

If this doesn’t work, I’ll recommend to open a open support case and let engineering assist.

Todd

Good thought, but that also didn’t work. The account was deleted and came back with a successful authentication, but still an error.

Ok, this tells me it’s 100% on the users PC, likely registry. Open a support case, our team will fix you up!

Todd

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