The most likely cause for this, is you don't have the Jasperactive application installed. 


Complete the following:

  1. Go to the www.jasperactive.com
  2. Log in with your username and password
  3. In the top right-hand corner click on the “J” icon and download the software
  4. Click Download to download and then install the software on your computer
  5. Once the software has been installed launch the application