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Support Article

Screenpop control has expired certificates and will not install



The digital signature on the screenpop control has expired and users are also receiving a popup for PegaDesktopApplet.

Error Messages

Not Applicable

Steps to Reproduce

Log in to the environment as an end user.

Root Cause

A ChannelServices-Admin-PresenceAgent instance was not present in the environment to specify whether a plugin should be used for the screenpop.


Perform the following local-change: create a default ChannelServices-Admin-PresenceAgent instance and set the Presence Agent value to 'No Plugin'.

Here are the steps to create a new instance:
  1. Navigate to “ChannelServices-Admin-PresenceAgent”.
  2. Click on the class name to see the instances of the class.
  3. Click + Create button at the top of landing page.
  4. Enter below values while creation & click on Create and open.​​
  5. Select below values and click on Save.
Suggest Edit

Published March 26, 2017 - Updated December 2, 2021

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