Who is this article for?

Userswho are having issues with accessing Classic via the application.

Classic Log Inpermissions are required.

There are several common issues that you may experience when trying to launch the Classic application. This guide will walk you through how to resolve them.

1. Launching Classic

Download doesn't start when I click the links

First, check your 'Downloads' folder on your computer. There are two types of files that may be downloaded when you access Classic: a 'JNLP' file or a 'PRPM' file. Both types can be seen in this downloads folder:

If you cannot see any of these files in your recent downloads, please contact your IT team to see if you can download/install files of this type. 

File ('JNLP' or 'PRPM') downloads but the application doesn't launch

Locate the download in your downloads folder, and double click to launch the application manually.

Your computer may ask you which program you want to use to launch the file. 

• For the JNLP version, select 'Java TM Web Launcher' from the application list
• For the PRPM version, select 'Ideagen Risk Management Installer' from the application list. 

If either of these are not available in your lists of applications, open your start menu and search for them within your applications list. 

If they are still unavailable, you may need to download and install them:

• The JNLP version requires Java 7 or Java 8 which can be downloaded here. 
• The Ideagen Risk Management Installer must be downloaded from your site before you can launch it directly from the app. 

You may need your IT team to assist you with installing these programs depending on your permissions. If you are unable to have Java on your machine, you can look into the Classic.exe application or contact Support for more information. 

File ('JNLP') downloads but the application launches using a different program

This occurs when the 'Open With' (file association) settings of JNLP files have changed.

To resolve this:

• Find the item in your downloads folder, and right-click on it. 
• Select 'Open With' and choose 'Choose another app' from the list:

• You can then search for the 'Java Web Launcher', check the 'Always use this app to open .jnlp files' box, and click 'OK'

The next time you download and run a JNLP the file will launch correctly using the Web Starter.

Application starts to launch but then fails

This is a result of insufficient permissions to install, run or access applications (or simply just Classic). 

You can confirm your permissions yourself, by locating where on your computer/network the application is installed.

• Right click on this folder and click on 'Properties'. 
• Click on the 'Security' tab and find your name in the 'Group or usernames' list. Click on your name. 
• Under the 'Permissions' section, your User will need:
  • 'Read & Execute' and 'Modify'
  • or 'Read' and 'Write'

For help locating your installation directory or for any issues with permissions please contact your IT Team.

I've done all the above, but I still cannot run Classic

Common problems with launching either type of the Classic application are a result of network permissions within your organisation. It may be necessary to ask your IT team to whitelist the '.pentanarpm.uk' domain or help you configure proxy settings for the application.

To help the Support team advise you on the best route forward, please raise a Support ticket with as much information as possible, including any details about your network and limitations on permissions. 

If you are using the Java version, use your Windows menu to search for 'Configure Java', click on it to launch the Java 'Control Panel'. 

• Click 'About' to confirm the version of Java that is installed. 
• Go to 'Network Settings' button and screenshot this view. 
• Switch to the 'Advanced' tab, and under 'Java Console' change the option to 'Show Console'. 

Try and relaunch the application and copy the contents of the console. This can then be pasted into a support ticket for further investigation. 

2. Logging into Classic

Unable to login to Classic after launching the app

To login to Classic, you need to have the 'Classic Log In' Permissions.

To check your Permissions, click your name in the top-right of the page and selecti 'Profile'.

Under the 'Permissions' panel, check for 'Classic Log In':

If you do not have the Permissions, contact your Site Administrator.

If you do have the Permissions, check that you are using the correct login details or try accessing the application from the Go To... menu (as this will automatically sign you in using Classic SSO). Site Administrators may be able to help you identify if you are using the incorrect login details as this will be shown in the Audit Trail. 

Further reading

• Accessing the Classic application