Support Article

Presence agent is not loaded/initialized



An error occurs when logged using Chrome.

Error Messages

Presence agent is not loaded/initialized.

Steps to Reproduce

  1. Log into the application on Chrome.
  2. Log into Pega CALL.

Root Cause

Current versions of Chrome have discontinued the support of Netscape Plugin Application Programming Interface (NPAPI) plugins, such as Java. Hence, the screenpop plugin is no longer supported by Chrome.


Refer Page 2 of the Platform Support Guide: It is Pegasystems’ policy not to backwards test new versions of Platform Components with older releases of Pega 7. Support for new platform products is provided through newer versions of Pega 7 software.

The current versions of PegaCALL no longer rely on the Java browser plugin (which relies on NPAPI), and support current versions of Chrome.

The link to the Platform Support Guide is given below:

See also SA-24848 for Pega Call for Pega Platform (PRPC), PegaCALL

Published July 25, 2016 - Updated September 15, 2016

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