In line with what Canti and some of the others are saying -
It sounds, indeed, like you need to maybe ease these guys into it. I realize you're running an intro adventure, but maybe the kiddie end of the pool is still too deep.
Our current group, for example, consists of experienced players, but due to the paralyzing number of options available in SR4, we ran several "Mock Battles" to learn the ropes and get a feel for what our characters can do. One of the players actually is running a guy made by the GM, because he was overwhelmed by the number of directions and choices in chargen...and he's been playing tabletop RPGs for ages.
With your group, I might either start with some small mock combat sessions to get a feel for the rules and their characters, or start the actual campaign off very slowly - their first encounter could be with some low level street toughs, rather than a set-piece battle. Their first Matrix experience could be in a non-combat, low pressure environment. Etc, etc.
Also be aware that one of the most important rules of GMing is the mantra of all storytellers: "Know Thy Audience."
Some people just vapor lock. My college room mate was a great guy, and we loved gaming with him (he never said much, but when he did, it was always hilarious) - but he was total crap in a crisis. At first I tried to force him into action - I even devised a trap involving a sign that read "Think Fast!" and a 20'x10'x10' falling block of granite. It didn't end well.

Some people have weaknesses, and you have to play to their strengths. If they're not creative thinkers, maybe an in-party NPC can help prod them along without being so heavy handed as a GM. While some people (myself included) want to be the protagonists, some players just want to be the sidekick (or plucky comic relief).
-Jn-
Ifriti Sophist