Problems starting the User Client, resulting in a 'local cache' error

KB Home   |   Problems starting the User Client, resulting in a 'local cache' error

If you’re starting the user client, and you’re seeing an error referring to the local cache, take a look here to see if one of the resolutions below can help!

Tip: If you’re seeing mysterious behavior with the User Client, but not getting any error messages, check to see if the User Client has been configured to use the —silent option, which suppresses all error messages. Try running the client without this option, and see if the client then gives you any useful error message information first!

‘Unable to create the local cache in ‘C:\Cache…’ message after running pc-client-local-cache.exe

Unable to create the local cache in ‘C:\Cache’. The program will be started from the network instead. Please report this problem to your network administrator.

You’ll see this error if you’re trying to run pc-client-local-cache.exe but the client cannot create the local cache. The local cache is created in C:\Cache - so this may be because the user account does not have permission to create files in C:\ drive.

If the permissions cannot be changed, then an alternative is to use pc-client.exe or the MSI version instead.

Another option is to use a command line parameter for the pc-client-local-cache.exe to use an alternate location for the cache. e.g. a temporary directory or somewhere local that users have permission to write to: pc-client-local-cache.exe —cache “C:\user-writable-location\”

‘This program could not be started from the local cache and will be started from the network. Please report this problem to your network administrator’ message after running pc-client-local-cache.exe

This program could not be started from the local cache and will be started from the network. Please report this problem to your network administrator.

This is distinct to the “Unable to create the local cache…” error. This can happen where the cache was correctly created, but the application was prevented from starting. We’ve sometimes seen this happen where Group Policy or AntiMalware software is blocking applications from launching from the directory. This can be commonly done to prevent malware like Crypto-locker as an example.

An easy solution is to deploy pc-client.exe or the MSI version instead.

‘An unexpected error has occurred: null’ followed by ‘This program could not be started from the local cache…’

In the client logs, this can be seen with: Error starting client: null followed by a stack trace with the message Invalid image resource

We have seen this happen where customers replace the client icon .PNG with a custom .JPG file when customizing the User Client. Make sure the custom icon is 64×64 pixels and is a PNG file.

Please quote ‘PC-15161’ if you run into this issue and you’re still having issues.

We’ve also seen this message appear under different circumstances:

  • User Client logo issue above (Most common)
  • Resources - hitting a user client connections limit - if you have a large number of clients trying to connect to the App Server (over 8000) then let us know as we may need to look at resourcing the App Server differently, and changing the ‘server.max-threads’ value.
  • Windows 10 Profile issue - we’ve seen one customer run into this - they deleted the default Windows 10 user profile, which resolved the issue on that workstation.

Categories:Troubleshooting, User Client Tool


Keywords: cache, local cache, error, client error, start client, starting client

Comments

Share your findings and experience with other PaperCut users. Feel free to add comments and suggestions about this Knowledge Base article. Please don't use this for support requests.

Article last modified on March 27, 2019, at 04:32 AM
Printable View   |   Article History   |   Edit Article