INSTALLATION AND UPGRADE GUIDE

Web Help Desk

12.8.5

Last Updated: Monday, February 10, 2025

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Installation and Upgrade Guide: Web Help Desk page 2

Table of Contents
Introduction 5
Stand-alone installation 5
Integrated with the SolarWinds Platform 5
Evaluation installation 6
Terminology 6
WHD licensing model 7
Plan for a production deployment 10
Prepare for the installation 10
Installation requirements 13
Database migration options 20
Port requirements 22
Prepare the WHD database 26
Prepare the WHD server 30
Install WHD 32
Install WHD in a stand-alone deployment 32
Install WHD with an external PostgreSQL database 51
Change the default PostgreSQL database credentials 60
(Optional) Update OpenJDK to another version 82
Integrate WHD in an SolarWinds Platform deployment 86
Install a WHD evaluation 92
Activate your WHD license 96
Uninstall WHD 103
Before you begin 103
Deactivate the license 103
Uninstall the software 104
Upgrade WHD 106
Prepare for the upgrade 106
Determine the upgrade path to the latest WHD version 108
Upgrade gotchas you should review 111

Installation and Upgrade Guide: Web Help Desk page 3

 Prepare your WHD environment to upgrade 113
Upgrade WHD to the latest version 114
Upgrade the PostgreSQL database in an existing deployment 121
Restore the PostgreSQL database on a new server 125
Check your WHD system after the upgrade 126
Troubleshoot the WHD upgrade 127
Get help after you install WHD 136

Installation and Upgrade Guide: Web Help Desk page 4

 Introduction

Introduction
SolarWinds Web Help Desk (WHD) is a web-based automated ticketing solution that helps you
manage your IT support requests for both internal and external clients. Use WHD to create and
manage tickets in your help desk operations.

This guide supports the following installation types:

l Stand-alone installation
l Integrated with the SolarWinds Platform
l Evaluation installation

Stand-alone installation
For a WHD stand-alone installation, install the product on a dedicated server with your choice of an
embedded PostgreSQL database or an external database such as MySQL or Microsoft SQL Server.
After you complete the configuration, you can use WHD as your ticketing system.

By default, the WHD Administrator Console uses secure port 8443 to connect to the WHD server.

You can integrate a stand-alone installation to an SolarWinds Platform environment at any time.

Integrated with the SolarWinds Platform

WHD supports an integrated installation into an existing SolarWinds Platform. For this configuration,
install the product on a dedicated server, select and implement an embedded or external database,
and then create a SolarWinds integrated connection in the WHD Administrator Console to the
SolarWinds Platform. When you are finished, create or modify alerts in the SolarWinds Platform to
integrate with other SolarWinds products and subscribers.

This configuration links WHD to SolarWinds Network Performance Monitor (NPM), Server and
Application Monitor (SAM), and Network Configuration Manager (NCM) systems to automatically
create new tickets from SolarWinds Platform Platform alerts and dispatch the appropriate techs to
address the issue.

This installation assumes that the SolarWinds Platform and monitored products meet the SolarWinds
product integration requirements. If your environment uses SolarWinds High Availability, see the High
Availability requirements in the NCM Administrator Guide or the NPM Administrator Guide as part of
the installation.

Installation and Upgrade Guide: Web Help Desk page 5

 Evaluation installation

By default, the WHD Administrator Console uses secure port 8443 to connect to the WHD
server.

Evaluation installation
WHD includes a 14-day evaluation license. During the evaluation period, you can create an
unrestricted number of techs and access all product features. After the evaluation period, only one
tech account remains active. All other tech accounts are deactivated. To continue using the product,
you must purchase a full product license from SolarWinds Sales.

Terminology
The following terms provide context for SolarWinds product architecture, roles, and components.

Term Definition

Admins Techs with administrator privileges who configure WHD, set up tech accounts, and
define tech groups.

Clients End users or customers who can open tickets in WHD. Clients can enter tickets
through email or the Client console.

Request Types A classification that identifies the type of support request. Request types are used
to automatically assign tickets to the appropriate tech group.

Techs WHD technicians who troubleshoot, resolve, and manage customer tickets. Techs
can be members of a tech group who address specific request types.

Techs can also create tickets. For example, when a client calls their IT help desk
the tech opens a ticket on the client's behalf. Additionally, techs can open tickets
that are not associated with a client, such as tickets to schedule routine
maintenance or system upgrades.

Tech Groups A group of techs with similar skills and expertise who address specific ticket
request types, such as IT or Facilities. A tech group can include multiple levels so
complex or difficult tickets can be escalated to more experienced techs.

Tickets Support requests opened through and managed within WHD. Tickets can be
initiated through email, created in the WHD Administrator Console, or imported
from another application.

Installation and Upgrade Guide: Web Help Desk page 6

 WHD licensing model

WHD licensing model

The SolarWinds WHD license uses a tiered structure based on the number of seats (or technicians) in
your help desk operations, and not end users.

The available license tiers include:

l 1 to 5
l 6 to 10
l 11 to 20
l 21 to 30
l 31 to 40
l 41 to 50
l 51 to 75
l 76 to 100
l 100+

Purchase a license
You can request a quote or purchase a license by contacting SolarWinds Sales. After your order is
processed, you will receive an email with your SolarWinds customer ID (SWID) and password, along
with your invoice (if purchased directly).

License types
WHD supports both perpetual and subscription (or term-based) licenses. Both license types include
separate terms and pricing. When either license type expires, the application only supports one
technician. Subscription licenses do not impact products with perpetual licenses installed on the
same server.

You can upgrade to a larger license tier as you increase the number of techs. Contact SolarWinds
Sales for details.

The following table provides a comparison of both license types. See Flexible Licensing Options for
details about subscription licensing for selected SolarWinds products.

Perpetual license Subscription license (introduced in April 2020)

You retain ownership of the software. You have rights to use the software during the
The license never expires. term of the agreement.

The license includes maintenance and support Maintenance and support are included during the
for the first year. life of the term.

Installation and Upgrade Guide: Web Help Desk page 7

 WHD licensing model

Perpetual license Subscription license (introduced in April 2020)

You can renew after the first year for an Subscriptions are on an annual basis. You can
additional fee. extend the term to three years.

Subscription licenses are billed annually, with the

option for a multi-year license paid upfront.

Typically purchased using capital expenditures Typically purchased using operating expenses
(CapEx). (OpEx).

Review the license settings

1. Log in to WHD as an administrator.
2. Click Setup > General > Licenses.
3. Review the information in the License Settings window.

Setting Description

License To Displays the name assigned to your WHD

license.
If you do not apply a license key within the
14-day trial period, all tech seats are
deactivated.
Click the padlock icon to edit your license.

Installation and Upgrade Guide: Web Help Desk page 8

 WHD licensing model

Setting Description

Enable Automatic License Update Automatically updates your existing license

when a newer license is available in the
Customer Portal.
Select the checkbox to enable this option.

Tech Licensing Lists the active tech accounts in your

deployment.
If you have more tech accounts than your
license allows, deselect the active techs or
upgrade your license.

4. Make any needed changes, and then click Save.

Installation and Upgrade Guide: Web Help Desk page 9

 Plan for a production deployment

Plan for a production deployment

SolarWinds strongly recommends that you install Web Help Desk on a server that is protected
from unauthorized access by the public. If your use of Web Help Desk does not need to be
public or internet-facing, install it on a server that is neither public, nor internet-facing. To learn
about best practices for configuring your Web Help Desk installation securely, see Best
practices to secure SolarWinds Products.

To plan your production deployment, do the following:

l Prepare for the installation by verifying that all system requirements are met, all required
software is installed, and the required roles and features are enabled.
l Review the installation requirements for setting up a WHD in a stand-alone or SolarWinds
Platform deployment.
l Review the database migration options for details about migrating to a PostgreSQL or Microsoft
SQL Server database.
l Review the port requirements to review the secure and non-secure ports for accessing WHD
resources.
l Prepare the WHD database for the deployment. This task includes steps for preparing the
MySQL time zone tables, enabling TCP/IP in the SQL Server Configuration Manager, and
creating and configuring the SQL Server database.
l Prepare the WHD server for the deployment.

Prepare for the installation

Before you install WHD, complete the pre-installation checklist below. This checklist helps you:
l Verify that system requirements are met, all required software is installed, and required roles
and features are enabled.
l Gather the information required to complete the installation.

SolarWinds strongly recommends that you install Web Help Desk on a server that is protected
from unauthorized access by the public. If your use of Web Help Desk does not need to be
public or internet-facing, install it on a server that is neither public, nor internet-facing. To learn
about best practices for configuring your Web Help Desk installation securely, see Best
practices to secure SolarWinds Products.

Review the release Review the WHD release notes located on the Success Center.
notes

Installation and Upgrade Guide: Web Help Desk page 10

 Prepare for the installation

Review the system Make sure your environment meets the hardware, software, and database
requirements requirements for the installation.

(Optional) Review If you plan to enable Federal Information Processing Standard (FIPS 140-
the system 2) cryptography in your deployment, see Enable FIPS 140-2 compliant
requirements and cryptography in the WHD Administrator Guide for additional requirements
procedures for a and procedures.
FIPS installation

Notify your Send a message to your company about the installation schedule and
company maintenance window. If you need additional help, contact and allocate
staff to be available.

Create a standard If you are new to SolarWinds, create a standard access account on the
access account Customer Portal.
(if required)
1. Locate the SolarWinds Customer ID (SWID) issued to your
company. If you are a new SolarWinds customer but do not have a
SWID, contact SolarWinds Customer Support.
2. Open a Web browser and go to customerportal.solarwinds.com.
3. Click Register.
4. Enter your email address and SWID.
5. Click Register.
The account administrator will review the request. When it is
approved, you will receive an email with further directions.
6. Follow the directions in the email to access the Customer Portal.

If you are the administrator for your account, you can access the
company profile settings screen and view users who have access
to the Customer Portal for your company. You can add users,
assign roles and contact types and review other information
related to your account.

Installation and Upgrade Guide: Web Help Desk page 11

 Prepare for the installation

Check for anti-virus Determine if any antivirus software is installed on the server(s) where you
software plan to install the application. To ensure the installation goes smoothly,
exclude the SolarWinds directory.

For example, on Windows Server 2012 R2, exclude

C:\ProgramData\SolarWinds\.

Do not exclude executable files. SolarWinds assumes that C:\ is

the default volume.

Gather WHD Make sure you have all account credentials, SQL Server database
credentials credentials, your SolarWinds account, and local admin server credentials.

Use the Local Administrator account to install WHD.

The Local Administrator account is not identical to a domain

account with local admin rights. A domain account is subject to
your domain group policies.

To download SolarWinds products and licenses, obtain a

SolarWinds Customer Portal account.

Set up the If you plan to configure WHD with an external MySQL, PostgreSQL, or
database server SQL Server database, ensure that the database server:

(External database l Meets the database hardware requirements.

only)
l Is running a supported external database.
l Can communicate with the Web Help Desk server in your Enterprise
network.

See the System Requirements for more information.

Verify the server If you are installing WHD for the first time, verify that the server collation
collation setting in your SQL Server database is set to case insensitive. If the server
collation is set to case sensitive, open SQL Server Management Studio
(SQL Server
and create a new SQL Server database with the server collation set to
database only)
case insensitive.

See Prepare the WHD database for details.

Installation and Upgrade Guide: Web Help Desk page 12

 Installation requirements

Gather SolarWinds Obtain sysadmin rights to the SolarWinds Platform server and any
Platform additional servers, including High Availability (HA) server pairs, Additional
credentials Polling Engines, and Additional Web Server.

(SolarWinds Required: Check the footer in the SolarWinds Platform Web

Platform Console and verify that the SolarWinds Platform is running version
integration 2016.1 or 2017.1 and later. WHD requires either version to
deployment only) integrate SolarWinds alerts into trouble tickets.

Open ports For the firewall and server ports, open the required ports based on the
according to port requirements. SolarWinds uses these ports to send and receive data.
requirements

Schedule the Set up the maintenance window, preferably during off-peak hours.
installation Depending on the number of products, size of databases, and size of
environment, you may need additional time to complete the installation.

Installations in an existing SolarWinds Platform environment

require polling engines and SolarWinds services to be offline for a
length of time. This may cause you to lose a portion of polling
data.

Prepare the Review the current product license and determine if you need to make
product license any changes. You can download updated license keys through the
Customer Portal.

If you need to modify your licenses, contact your SolarWinds account

manager or SolarWinds Customer Sales.

Installation requirements
SolarWinds strongly recommends that you install Web Help Desk on a server that is protected
from unauthorized access by the public. If your use of Web Help Desk does not need to be
public or internet-facing, install it on a server that is neither public, nor internet-facing. To learn
about best practices for configuring your Web Help Desk installation securely, see Best
practices to secure SolarWinds Products.

This section describes the requirements for setting up a WHD deployment in a stand-alone or
SolarWinds Platform deployment.

If you plan to enable Federal Information Processing Standard (FIPS) 140-2 compliant
cryptography in your deployment, see the WHD Administrator Guide for specific requirements.

Installation and Upgrade Guide: Web Help Desk page 13

 Installation requirements

Hardware and software requirements

Listed below are the hardware and software requirements for a WHD deployment.

Hardware

Component Requirements

CPU 64-bit Dual Core 3.0 GHz or faster

Memory 4 GB (up to 20 technicians)

3 GB (more than 20 technicians) plus 1 GB for every 10 additional

technicians

Hard Drive Space 20 GB (recommended)

Operating system

Platform Supported versions

Microsoft Windows Windows Server 2016

Server
Windows Server 2019

Windows Server 2022

Microsoft Windows Windows 8.1 (64-bit)

(Trial evaluation only) Windows 10 (64-bit)

Windows 11

macOS 10.13.x (High Sierra)

10.14.x (Mojave)

10.15.x (Catalina)

Red Hat Enterprise Linux RHEL 6.5 (64-bit)

(RHEL)
RHEL 7.0 (64-bit)

RHEL 8.6 (64-bit)

CentOS CentOS 6.5 (64-bit)

CentOS 7.0 (64-bit)

Installation and Upgrade Guide: Web Help Desk page 14

 Installation requirements

Platform Supported versions

Fedora Fedora 24 (64-bit)

Fedora 25 (64-bit)

Java Microsoft Open Java Development Kit (OpenJDK ) 11.0.22

Web browser

Because of frequent Google Chrome and Mozilla Firefox updates, compatibility issues may
exist between these web browsers.

Type Supported versions

Google Chrome Latest version

Mozilla Firefox Latest version

Apple Safari Safari 10

Safari 11

Microsoft Edge Edge 38 and later

Server sizing requirements

Determine the requirements for your Web Help Desk deployment size.

Deployments with fewer than 20 techs

If you plan to support 20 tech sessions or fewer in your deployment, you can run WHD on a system
with:
l A supported operating system
l A 64-bit Java Virtual Machine (JVM)
l 4GB RAM (up to 3.7GB for the tech sessions, JVM support, operating system, and any additional
services you need to run on the system)

This configuration supports 10 - 20 tech sessions with no onboard memory issues.

To adjust the maximum memory setting, edit the MAXIMUM_MEMORY option in the
WebHelpDesk/conf/whd.conf file.

Installation and Upgrade Guide: Web Help Desk page 15

 Installation requirements

Deployments with more than 20 techs

If you plan to support more than 20 tech sessions in your deployment, SolarWinds recommends
installing WHD on a system running:
l A supported operating system
l A 64-bit JVM
l 3GB RAM for 20 tech sessions plus 1GB RAM for each additional 10 tech sessions

Configure the JVM memory allocation

Calculate the amount of memory required for your JVM and increase the allocation as required.

Database requirements
WHD uses an embedded PostgreSQL database as its standard database. The following table lists the
supported databases for WHD.

Database Supported versions

PostgreSQL PostgreSQL 13.3

PostgreSQL 13.9

PostgreSQL 13.7 (External database only)

PostgreSQL 14.2 (External database only)

MySQL MySQL 5.7

MySQL 8.0

Microsoft SQL Server SQL Server 2014

SQL Server 2016

SQL Server 2017

SQL Server 2019

For optimal external database performance, run WHD and a supported external database on
separate servers.

Database hardware requirements

The following table lists the minimum hardware requirements for a database server running Microsoft
SQL Server or MySQL with WHD.

Installation and Upgrade Guide: Web Help Desk page 16

 Installation requirements

Component Requirements

CPU 64-bit Dual Core 3.0 GHz or higher

Hard drive space 20 GB

RAM 3 GB with 1 GB additional RAM for every additional 10 techs

External database options

WHD supports the following SQL Server and MySQL versions as external databases:
l SQL Server 2014
l SQL Server 2016
l SQL Server 2019
l MySQL 5.7

If you are running WHD 12.6 and later, you can also configure the following PostgreSQL versions as
external databases:
l PostgreSQL 9.2
l PostgreSQL 9.3
l PostgreSQL 13.7
l PostgreSQL 14.2

See Install WHD with an external PostgreSQL database for instructions.

See Database datatypes for information about mapping information types across other databases
types.

Oracle Java Database Connectivity (JDBC) driver requirements

WHD for macOS includes an embedded Java Virtual Machine (JVM). If you are running an external
Oracle JVM, WHD preserves your Java settings during the installation procedure and continues to use
the external Oracle JVM.

If you are migrating from an external JVM to the embedded JVM included with WHD and you are
using a MySQL database, ensure that the new embedded Java directory on your Web Help Desk
server includes the Oracle Java Database Connectivity (JDBC) driver.

See Install the MySQL JDBC Driver in the WHD Administrator Guide for instructions.

Installation and Upgrade Guide: Web Help Desk page 17

 Installation requirements

Discovery connector requirements

The following table lists the supported discovery connectors used by WHD for asset discovery.

Discovery Connector Supported Versions

SolarWinds Network Configuration NCM 7.5

Manager (NCM)
NCM 2019.4

SolarWinds Network Performance NPM 12.0

Manager (NPM)
NPM 2019.4

SolarWinds Server and Application SAM 6.2

Monitor (SAM)
SAM 6.2.3

SAM 6.4.2

SAM 2019.4

Absolute Manage (HEAT LANrev) Absolute Manager 7.3 (build 5642)

Apple Remote Desktop Remote Desktop 3.8

Casper Casper 9.96

Lansweeper Lansweeper 6.0.100.75

Microsoft System Center Configuration SCCM 1511 (64-bit)

Manager

(SCCM)

Web server requirements

The following table lists the supported web servers for WHD.

Product Version

Apache Tomcat 9.0.68

SolarWinds product integration requirements

The following table lists the SolarWinds products that can integrate with WHD.

Installation and Upgrade Guide: Web Help Desk page 18

 Installation requirements

To minimize port conflicts, install WHD and Dameware on separate servers. See this KB article
for details.

Supported Product Version

SolarWinds Platform 2017.1 and later

SolarWinds Network Performance NPM 12.0.4

Monitor (NPM)

SolarWinds Server and Application SAM 6.5

Monitor (SAM)

SolarWinds Network Configuration NCM 7.5

Monitor (NCM)

Dameware Mini Remote Control (MRC) Dameware MRC 12.0.3

LDAP requirements
The following table lists the supported Lightweight Directory Access Protocol (LDAP) software
products for WHD.

Product Supported versions

Microsoft Active Directory Active Directory 2012

Active Directory 2012 R2

Open Directory Open Directory 4

OpenLDAP OpenLDAP 2.4

OpenLDAP 2.4.42

Mail server requirements

The following table lists the supported mail server, versions, and protocols for WHD.

Installation and Upgrade Guide: Web Help Desk page 19

 Database migration options

Product Supported versions Supported Protocols

Microsoft Exchange Exchange Server 2010 IMAP

Server
Exchange Server 2013 CU7 POP3

Exchange Server 2016 SMTP

Microsoft 365 (previously

called Office 365

Web Help Desk Mobile requirements

The following table lists the supported client operating systems for the SolarWinds mobile admin
software available on the Apple iTunes website located at:

https://itunes.apple.com/us/app/web-help-desk-mobile/id385247187?mt=8

Software

Platform Supported operating systems

Apple iOS 10

iOS 11

Supported protocols
l IMAP
l POP3
l SMTP

Database migration options

If you choose to migrate from an external or unsupported database to a PostgreSQL database, stop
WHD and convert the datatypes in your old database to the data types used in the new database.
Convert the data types before you migrate your data.

See Database datatypes for the database data types used in previously and currently supported WHD
databases.

For information about migrating from an external or unsupported database to a

PostgreSQL database, see the PostgreSQL Wiki website located at:

https://wiki.postgresql.org/wiki/Main_Page

Installation and Upgrade Guide: Web Help Desk page 20

 Database migration options

Migration support
SolarWinds does not provide support, tools, or assistance with database migration. For information
about migrating your external or unsupported databases using a third-party tool (such as pgAdmin3
or PostgreSQL Data Wizard), contact the tool vendor for assistance.

You can back up your PostgreSQL database using the command line in WHD or the WHD
Administrator Console. If a Backup Failed error displays, see this KB article to resolve the issue.

Run WHD on embedded and external Java

WHD for macOS includes an embedded Java Virtual Machine (JVM). If you are running an external
Oracle JVM, WHD preserves your Java settings during the installation procedure and continues using
the external Oracle JVM.

If you are migrating from an external JVM to the embedded JVM included with WHD and you are
using a MySQL database, ensure that the new embedded Java directory on your WHD server includes
an Oracle Java Database Connectivity (JDBC) driver.

Migrate from MySQL to SQL Server

1. Download the SQL Server Migration Assistant (SSMA) from the Microsoft website at
www.microsoft com.
2. Stop WHD.
3. Map identical database types located in MySQL and SQL Server (such as DATETIME) using
SSMA.
See the instructions included with the software for more information.
4. Map inconsistent database types (such as DECIMAL in MySQL and money in SQL Server)
manually using database mapping tables.
See Database datatypes for a complete list of current and previous WHD database data types
that include MySQL and SQL Server. SolarWinds recommends converting datatypes before you
begin the migration process. SSMA does not support inconsistent datatypes.
5. Start WHD.
6. Change your database settings to connect WHD to your new SQL Server database.
7. Continue the upgrade to the latest version.

SolarWinds does not provide support, tools, or assistance with database migration. For
information about migrating your database using a third-party tool, contact the tool vendor for
assistance.

Installation and Upgrade Guide: Web Help Desk page 21

 Port requirements

Database datatypes
Beginning in WHD 12.0, the application only supports the following database software:
l Microsoft SQL Server (external database)
l MySQL (external database)
l PostgreSQL (embedded database)

If you are running a version prior to WHD 12.0, see Upgrade WHD for details about upgrading your
WHD software and database.

The following table provides a reference for mapping data types from other databases to PostgreSQL
(and to each other).

Open Postgre
WHD FrontBase Oracle MySQL SQL Server
Base SQL

PK INTEGER NUMBER int int4 INT int

currency DECIMAL NUMBER money numeric DECIMAL money

datetime TIMESTAMP DATE datetime timestamptz DATETIME datetime

integer INTEGER NUMBER int int4 INT int

pk BLOB BLOB object bytea BLOB varbinary

(max)

data BLOB BLOB object bytea LONGBLOB varbinary

(max)

text VARCHAR CLOB char4000 text TEXT nvarchar

1000000 (max)

varchar VARCHAR VARCHAR2 char varchar VARCHAR nvarchar

Port requirements
SolarWinds strongly recommends that you install Web Help Desk on a server that is protected
from unauthorized access by the public. If your use of Web Help Desk does not need to be
public or internet-facing, install it on a server that is neither public, nor internet-facing. To learn
about best practices for configuring your Web Help Desk installation securely, see Best
practices to secure SolarWinds Products.

Review and open ports for WHD to support communications to and from the WHD server. These
secure and non-secure ports are used to access the following WHD resources:

Installation and Upgrade Guide: Web Help Desk page 22

 Port requirements

l WHD interfaces
l External and embedded databases
l Email traffic
l LDAP and Active Directory
l Asset Discovery
l Firewall port requirements for data traffic

WHD interfaces
The following table lists the WHD ports for secure and non-secure interface traffic.

Port Protocol Description

80 TCP HTTP communications with Microsoft Exchange Web Services (EWS)

443 TCP Secure traffic from the WHD Administrator Console

8081 TCP Non-secure traffic from the WHD Administrator Console (Windows, Linux,
macOS)

8443 TCP (Default) Secure traffic from the WHD Administrator Console (Windows,
Linux, macOS)

61616 TCP WHD Discovery engine (JMS queue port)

Installation and Upgrade Guide: Web Help Desk page 23

 Port requirements

External and embedded databases

The following table lists the WHD ports for external and embedded database communications.

Port Protocol Description

1433 TCP Communications with a Microsoft SQL external database, including:

l Microsoft SQL Server
l Microsoft Systems Management Server
l Microsoft System Center Configuration Manager (SCCM)
l SolarWinds Network Configuration Manager (NCM)
l SolarWinds Network Performance Monitor (NCM)
l SolarWinds Server and Application Monitor (SAM)

3306 TCP Communications with a MySQL external database (such as Casper 8 and
lower)

Beginning in WHD 12.7.3, LANrev is no longer supported.

5432 TCP Communications with an External PostgreSQL database

17778 TCP Communications from the SolarWinds Orion server (Orion integration only)

20293 TCP Communications with an embedded PostgreSQL database

Email traffic
The following table lists the WHD ports for email traffic.

Port Protocol Description

25 TCP Traffic from the WHD server to the email server for automated email
notifications

80 TCP Non-secure traffic with Microsoft Exchange Web Services (EWS)

110 TCP Non-secure traffic with the POP3 mail server

143 TCP Non-secure traffic with the Internet Message Access Protocol (IMAP) mail
server

443 TCP Secure traffic with EWS

993 TCP Secure traffic with the IMAP mail server

995 TCP Secure traffic with the POP3 mail server

Installation and Upgrade Guide: Web Help Desk page 24

 Port requirements

LDAP and Active Directory

The following table lists the WHD ports for Lightweight Directory Access Protocol (LDAP) and
Microsoft Active Directory.

Port Protocol Description

389 TCP Non-secure traffic from the WHD server to a designated server (usually a
domain controller) for use with the Directory Service tool (LDAP, Active
Directory)

636 TCP Secure traffic from the WHD to a designated server (usually a domain
controller) for use with the Directory Service tool (LDAP, Active Directory)

Asset Discovery
The following table lists the WHD ports for Asset Recovery.

Port Protocol Description

135 TCP Asset Discovery using Windows Management Instrumentation (WMI).

For WMI calls, use port 135 and then choose a random port for further
communication.

1521 TCP Communications with the Oracle Java Database Connectivity (JDBC)
connector for asset discovery

3306 TCP Communications with the MySQL external database, LANrev, and Casper 8
and lower

4445 TCP Remote log server reader

5433 TCP Communications with Apple Remote 3.2 for asset discovery

7100 TCP Communications with a Sybase database for asset discovery

Installation and Upgrade Guide: Web Help Desk page 25

 Prepare the WHD database

Firewall port requirements for data traffic

Firewalls between any two points of communication must have the requisite ports open to inbound or
outbound traffic according to the relative direction of the communication traffic.

For additional port information, see:

l Unsecured and secured ports for login
l No redirect to HTTPS
l URL ports (optional)
l Tomcat server port
l Mail notification port

Prepare the WHD database

WHD supports the following databases:
l Embedded PostgreSQL
l MySQL
l Microsoft SQL Server Standard or Enterprise Edition with server collation set to case insensitive.

If your WHD deployment requires database management features such as failover clusters, do
not use the embedded PostgreSQL database included with WHD. Failover clusters are not
available with the embedded PostgreSQL database.

To prevent database errors in the application, do not modify the default schemas.

If you choose embedded PostgreSQL as your primary database, WHD installs the database on the
WHD server during the installation. You can create a backup schedule or initiate a manual backup in
the Database Connection page at Setup > General > Database.

If you choose non-embedded, non-default MySQL as your primary database, install the database
engine and management tools on a separate server prior to installing WHD. See the MySQL website at
https://www.mysql.com for the installation instructions.

Install MySQL on a dedicated drive with at least 20 GB of space to accommodate the database
engine, management tools, help desk tickets, and ticket file attachments. After you install MySQL,
prepare the MySQL time zone tables.

If you choose non-embedded, non-default SQL Server as your primary database, install the database
engine and management tools on a separate server prior to installing WHD. See the Microsoft Docs
website for the installation instructions.

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 Prepare the WHD database

Install SQL Server on a dedicated drive with at least 20 GB of space to accommodate the database
engine, management tools, help desk tickets, and ticket file attachments. You can also configure
WHD to use a new SQL Server database instance on an existing server running SQL Server.

After you install SQL Server on your database server, enable TCP/IP in SQL Server and then create and
configure your SQL Server database.

Prepare the MySQL time zone tables

For additional information on how to populate the time zone data, see MySQL Server Time
Zone Support and Time Zone Description Tables located on the MySQL Developer Zone web-
site at https://dev.mysql.com.

If you choose non-embedded, non-default MySQL as your primary database, install the database and
manually populate your time zone system tables.

You can search for tickets using two new qualifiers: Due Date and First Call Resolution. These
qualifiers rely on data located in four MySQL system tables:
l time_zone
l time_zone_name
l time_zone_transition
l time_zone_transition_type

These tables are created when you install MySQL in your deployment, but are not populated by default
with data. WHD requires this data because the Due Date and First Call Resolution qualifier logic is
implemented from within the database. If the database is missing time zone data, these qualifiers do
not work properly.

When you install your MySQL database, be sure to manually populate these system tables with time
zone data. See the MySQL website at www.mysql.com and follow the instructions for MySQL Server
time zone support.

You can check the system tables by executing the following query:
SELECT * FROM mysql.time_zone

If the query does not create new table rows, the tables are not populated with data.

Enable TCP/IP in SQL Server

Configure the following settings in the SQL Server Configuration Manager.

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 Prepare the WHD database

Setting Value

TCP/IP Protocol Enabled in SQL Server Network Configuration > Protocols for SQL 20xx

IP Address 127.0.0.1 (if installed on the WHD server)

Server IP address (if installed on a separate server)

TCP Port 1433

IPAll

TCP Dynamic Ports Blank

TCP Port 1433

Create and configure your SQL Server database

1. In your SQL Server database, verify that the server collation is set to case insensitive. This
ensures that WHD initializes the database correctly and prevents database errors when you
configure the application.

See the SQL Server documentation on the Microsoft Docs website for details about server
collation.

If the server collation is set to case insensitive, go to step 2.

If the server collation is set to case sensitive, create a new database.
a. On the server hosting SQL Server, open SQL Server Management Studio.
b. In the navigation menu, locate and maximize the targeted SQL Server instance.

c. Right-click Databases and select New Database.

d. In the New Database window under Select a page, click Options.
e. Click the Collation drop-down menu and select a case insensitive option.
SolarWinds recommends the following option:

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 Prepare the WHD database

Latin1_General_CI_AS

f. Click OK.
2. Configure the database settings.
3. Install WHD on the host server.
4. Run the Getting Started Wizard.
If you did not create a new database in step 1, create a new database and login credentials
using the WHD Getting Started Wizard.
If you created a new database in step 1, add the database name and login credentials in the
WHD Getting Started Wizard.
5. Open WHD and link the application to the new SQL Server database.
6. (Optional) Enable SSL encryption.
See Configure Microsoft SQL Server in the WHD Administrator Guide for details.

Configure the database settings

Configure the following settings in the SQL Server Management Studio for SQL Server to create and
configure SQL Server to the WHD database instance.

Setting Value

SQL Server Authentication Enabled

Login Name whd

SQL Server Authentication: Disabled

Enforce password expiration

SQL Server Authentication: Disabled

User must change password
at next login

Database name whd

Database owner whd

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 Prepare the WHD server

Prepare the WHD server

Complete the following checklist on the WHD server. This checklist helps you:
l Verify that the server is set up and configured for a WHD deployment
l Gather the information required to complete the installation

SolarWinds strongly recommends that you install Web Help Desk on a server that is protected
from unauthorized access by the public. If your use of Web Help Desk does not need to be
public or internet-facing, install it on a server that is neither public, nor internet-facing. To learn
about best practices for configuring your Web Help Desk installation securely, see Best
practices to secure SolarWinds Products.

1. Prepare a Verify that the server:

server for the
l Meets the CPU, RAM, and hard drive space requirements.
WHD deployment
l Is running a supported operating system.
l Is not a domain controller.
l Is configured on your corporate network.
l Is accessible to all Web Help Desk techs and administrators.
l Can access the following servers:
o Active Directory or LDAP (for Windows deployments)

o POP3

o IMAP

o SMTP

o Microsoft Exchange

o External database (for MySQL or SQL Server

deployments only)

2. Install the most Verify that all updates are installed on the server.
recent updates for
For Windows systems, check for the latest updates and service
your operating
packs using Windows Update.
system
For macOS systems, check for updates using the Apple Software
Update Service or the Apple Store.

For Linux systems, check for updates by executing the following in

a terminal window:
sudo apt-get upgrade

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 Prepare the WHD server

3. Install Windows If your WHD server is running Microsoft Windows Server 2012 R2,
Management download and install Windows Management Framework (WMF) 5.1
Framework (WMF) from the Microsoft Download Center.
5.1

4. Set the server Synchronize the server time with Greenwich Mean Time (GMT).
to the correct time
If the server time is off by five minutes in either direction
from GMT, you must contact SolarWinds Customer Service
to reset your license.

5. Set the Region See the documentation included with your operating system.
and Language
setting to English
(United States)

6. Open ports For your server ports and firewall, open ports according to the port
according to the requirements.
requirements
The SolarWinds Platform server uses port 17778 TCP for the
SolarWinds Platform integration.

7. Check for anti- Determine if any antivirus software is installed on the server or
virus software servers where you plan to install. To ensure the installation goes
smoothly, exclude the SolarWinds directory.

For example, on Windows Server 2012 R2, exclude the following:

C:\ProgramData\SolarWinds\

See Files and directories to exclude from antivirus scanning for

Orion Platform products for a complete list of antivirus exclusions.

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 Install WHD

Install WHD
This section describes how to perform the following procedures:
l Install WHD in a stand-alone deployment
l Install WHD with an external PostgreSQL database
l Change the default PostgreSQL database credentials
l (Optional) Update OpenJDK to another version
l Integrate WHD in an SolarWinds Platform deployment
l Install a WHD evaluation
l Activate your WHD license

Install WHD in a stand-alone deployment

SolarWinds strongly recommends that you install Web Help Desk on a server that is protected
from unauthorized access by the public. If your use of Web Help Desk does not need to be
public or internet-facing, install it on a server that is neither public, nor internet-facing. To learn
about best practices for configuring your Web Help Desk installation securely, see Best
practices to secure SolarWinds Products.

This section describes how to perform a WHD stand-alone installation on a dedicated server.

For advanced configuration requirements and procedures for setting up Federal Information
Processing Standard (FIPS) 140-2 compliant cryptography, see the WHD Administrator Guide.

Prepare for the install

Before you install WHD, do the following:

1. Locate the external database credentials.

If you plan to use SQL Server or MySQL for your primary database, locate the following:
l IP address or host name and port of the database server
l Database name
l Database user name and password
2. Check your administrator account credentials.
l Use an account with local administrative rights.
l Verify that the account is not subject to any local or group policy restrictions.

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 Install WHD in a stand-alone deployment

Install WHD
If you are installing WHD 12.7.7 for the first time, see How to Install Web Help Desk version
12.7.7 in Windows Server using PostgreSQL as the Database for instructions.

Install WHD on a server running one of the following operating systems:

l Microsoft Windows Server 2016
l Microsoft Windows Server 2019 and 2022
l Mac OS X or macOS
l Red Hat Enterprise Linux

Install WHD on a server running Microsoft Windows Server 2016

This procedure describes how to install a production or evaluation copy of WHD on a server running
Microsoft Windows Server 2016.

1. Download the installer from the Customer Portal.

a. Quit all other programs.
b. Log in to the WHD server as an administrator.
c. Log in to the Customer Portal.
d. Click Downloads > Download Product.
e. Click the Products drop-down menu and select Web Help Desk (WHD).
f. Click the Licenses drop-down menu and select your license tier.
g. Download Server for Windows 64-bit.

2. Extract the contents of the ZIP file.

The WebHelpDesk-12.7.x-x64.zip file includes the following files:
l WebHelpDesk-12.7.x.x64.exe, which installs WHD and the latest hotfix (if available) on
a stand-alone 64-bit server.
l WHD-12.7.x.xxxx-Hotfix, which contains the latest hotfix files (if available).

3. Run the installation file.

a. Right-click webhelpdesk-12.7.x.64.exe and select Run as Administrator.
b. Complete the on-screen instructions.
c. When the installation is complete, click Done.
The Configuration Wizard opens the default browser.

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 Install WHD in a stand-alone deployment

4. Complete the installation.

Install WHD on a server running Microsoft Windows Server 2019 and 2022
This procedure describes how to install a production or evaluation copy of WHD on a server running
Microsoft Windows Server 2019 and 2022.

1. On the Windows taskbar, right-click the Windows icon and select System.
2. Under Related Settings, click Advanced system settings.
3. From the Advanced tab, click Environment Variables.
4. Under System Variables, click New.
5. Create a new environment variable.
a. In the Variable name field, enter:
JAVA_TOOL_OPTIONS

b. In the Variable value field, enter:

"-Dos.name=Windows Server 2019"

c. Click OK > OK to save your changes.

6. Download the installer from the Customer Portal.
a. Quit all other programs.

b. Log in to the WHD server as an administrator.

c. Log in to the Customer Portal.
d. Click Downloads > Download Product.
e. Click the Products drop-down menu and select Web Help Desk (WHD).
f. Click the Licenses drop-down menu and select your license tier.
g. Download Server for Windows 64-bit.
7. Open the directory where you downloaded the installer.
For example,:
C:\Downloads

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 Install WHD in a stand-alone deployment

8. Extract the contents of the ZIP file.

The WebHelpDesk-12.7.x-x64.zip file includes the following files:
l WebHelpDesk-12.7.x.x64.exe, which installs WHD and the latest hotfixes (if available)
on a stand-alone 64-bit server.
l WHD-12.7.x.xxxx-Hotfix, which contains the latest hotfixes (if available).

9. Run the installation file.

a. Right-click webhelpdesk-12.7.x.64.exe and select Run as Administrator.
b. Complete the on-screen instructions.
c. When the installation is complete, click Done.
The Configuration Wizard opens the default browser.
10. Complete the installation.

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 Install WHD in a stand-alone deployment

Install WHD on a server running Mac OS X or macOS

This procedure describes how to install a production or evaluation copy of WHD on a server running a
supported macOS operating system.

1. Download the installer from the Customer Portal.

a. Log in to the WHD server as an administrator.
b. Quit all other programs.
c. Log in to the Customer Portal.
d. Click Downloads > Download Product.
e. Click the Products drop-down menu and select Web Help Desk (WHD).
f. Click the Licenses drop-down menu and select your license tier.
g. Download Server for macOS.
2. Extract the contents from the ZIP file.
The ZIP file includes the following files:
l webhelpdesk-12.7.x.64.pkg, which installs WHD and the latest hotfix (if available) for
a standalone server.
l WHD-12.7.x.xxxx-Hotfix, which contains the latest hotfix files (if available).

3. Run the installation file.

a. Double-click webhelpdesk-12.7.x.64.pkg.
b. Complete the on-screen instructions.
c. When the installation is complete, click Done.

The Configuration Wizard opens the default browser.

4. Complete the installation.

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 Install WHD in a stand-alone deployment

Install WHD on a server running Red Hat Enterprise Linux 64-bit

This procedure describes how to install a production or evaluation copy of WHD on a server running a
supported Red Hat Enterprise Linux operating system.

1. Download the installation file from the Customer Portal.

a. Quit all other programs.
b. Log in to the WHD server as an administrator.
c. Log in to the Customer Portal.
d. Click Downloads > Download Product.
e. Click the Products drop-down menu and select Web Help Desk (WHD).
f. Click the Licenses drop-down menu and select your license tier.
g. Download Server for RedHat Linux 64-bit.
2. Extract the files from the gzip file.
a. Extract the contents of the WebHelpDesk-12.7.x.xxxx.x86_64.rpm.gz file.
b. Open a terminal window and execute:
gunzip webhelpdesk-12.7.X.x86_64.rpm

The unzipped file includes the following file:

webhelpdesk-12.7.x.xxxx.x86_64.rpm

This file installs WHD for a standalone server.

c. Verify that your Linux server is configured with a supported web browser.

If your Linux server is configured with a supported web browser, go to Open WHD on a
server with a web browser.
If your Linux server is not configured with a supported web browser, go to Open WHD on a
server without a web browser.

Open WHD on a server with a supported web browser

1. Open a terminal window and execute:

rpm -ivh webhelpdesk-12.7.X.x86_64.rpm

2. Open a web browser and navigate to:

https://<server_IP_address>:8443

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 Install WHD in a stand-alone deployment

Secure port 8443 is the default port. If you log in using unsecure port 8081, a warning
displays on the screen, indicating that the connection is not private.

The Configuration Wizard displays on the screen.

3. Complete the installation.

Open WHD on a server without a supported web browser

1. Locate and record your workstation IP address.

2. Open a Terminal window and navigate to the following directory:
/usr/local/webhelpdesk/conf

3. In the /conf directory, open the whd.conf file in a text editor.

4. Locate the following parameter:
PRIVILEGED_NETWORKS=

5. Add your Linux workstation IP address to this parameter.

For example, if your workstation IP address is 192.168.1.128, append the parameter as:
PRIVILEGED_NETWORKS=192.168.1.128

6. Save and close the file.

7. Restart the WHD service.
8. In the Terminal window, navigate to:
https://<server_IP_address>:8443

Secure port 8443 is the default port. If you log in using unsecure port 8081, a warning
displays on the screen, indicating that the connection is not private.

9. Complete the installation.

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 Install WHD in a stand-alone deployment

Complete the installation

When the installation is completed, the Configuration Wizard runs on secure port 8443 in the default
browser. Complete the wizard, and then enable and configure the 64-bit Java Virtual Machine (JVM)
memory on the WHD server (if applicable).

If you log in using unsecure port 8081, the installer displays a warning message, indicating that
the connection is not private.

1. Click the Start menu and navigate to Web Help Desk > Web Help Desk.
2. Select a database for your WHD installation.
To create a custom SQL database on a host running Microsoft SQL Server, go to step 2.
To create an embedded PostgreSQL database on your WHD server, go to step 3.
3. If WHD will be configured with an SQL Server database, set up the custom SQL database.
a. Select Use Custom SQL database (advanced).

b. (Optional) To create an account on your SQL Server database, click Create database and
user account if necessary, enter the admin user name and password, and then click
Create.

c. Click the Database Type drop-down menu and select Microsoft SQL Server 2008+.

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 Install WHD in a stand-alone deployment

d. In the Host field, enter the IP address or hostname of the SQL database server.

e. In the Port field, enter the SQL server port number. The default port is 1433.
f. In the Database Name field, enter the name of the SQL database instance.

g. In the Username field, enter the name of your local SQL account.

h. In the Password field, enter the password of your local SQL account.

i. Click Test to test the database connection.

WHD creates the SQL database for your deployment.

When the procedure is completed, the installer displays the following message:

If Results displays an error, follow the instructions on your screen, make the necessary
changes, and then click Create.
j. Click Next.
k. Go to step 5.

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 Install WHD in a stand-alone deployment

4. Configure the embedded PostgreSQL database for your deployment.

a. Select Use Embedded PostgreSQL database (recommended).

b. In the Database Name field, enter a name for the PostgreSQL database.

The database name must:

l Contain no more than 50 characters.
l Begin with an upper-case letter (A-Z) or a lower-case letter (a-z) using letters and
numbers as the remaining characters
l Not include postgres, template0, or template1
c. In the Username field, enter a username.

The username must:

l Contain no more than 50 characters
l Begin with an upper-case letter (A-Z) or a lower-case letter (a-z) using letters and
numbers as the remaining characters
l Not include whd or postgres.
d. In the Password field, enter a password for the PostgreSQL database.

SolarWinds recommends creating a password that includes:

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 Install WHD in a stand-alone deployment

l At least nine characters up to 50 characters

l At least two upper-case letters
l At least two lower-case letters
l At least two numbers
l At least two of the following special characters:
‘ ~ ! @ # $ % ^ & * ( ) _ - + = { } [ ] \ / < > , . ; ? ' : |
(space)

e. In the Admin username field, enter a username for the PostgreSQL administrator. This
administrator will manage the PostgreSQL database.

The username must:

l Contain no more than 50 characters
l Begin with an upper-case letter (A-Z) or a lower-case letter (a-z) and include
subsequent letters and numbers
l Not include whd or postgres
f. In the Admin password field, enter a password for the administrator account.

SolarWinds recommends creating a password that includes:

l At least nine characters up to 50 characters maximum
l At least two upper-case letters
l At least two lower-case letters
l At least two numbers
l At least two of the following special characters:
‘ ~ ! @ # $ % ^ & * ( ) _ - + = { } [ ] \ / < > , . ; ? ' : |
(space)

g. Click Create.
WHD creates the PostgreSQL database for your deployment.

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 Install WHD in a stand-alone deployment

When the procedure is completed, the installer displays the following message:

If Results displays an error, follow the instructions on your screen, make the necessary
changes, and then click Create.
h. Click Next.
5. Set up the email accounts.
a. Complete the fields as required to configure the incoming email account and outgoing
server.

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 Install WHD in a stand-alone deployment

Each incoming mail account is associated with a specific request type, an optional tech
group, and an outgoing mail account (SMTP server) used to deliver outgoing mail. For
example, you could have an incoming mail account for all IT tickets, another account for
HR tickets, and another for Facilities tickets.
WHD checks the Incoming mail accounts each minute for new messages, processes the
messages into tickets, and deletes the processed messages from the incoming mail
server.

If you are not ready to set up the email accounts, you can skip this step and set up
the email accounts later from the WHD Web Console. To continue without
configuring email, click Skip this step and go to step 6.

b. Expand Advanced to set up the incoming mail ports.

The installer displays the incoming mail ports menu.

c. In the Incoming Mail Port field, enter the port number for incoming mail.

By default, WHD uses your first configured incoming mail account request type as
the default. After you complete the Getting Started Wizard, you can update your
email account information at Setup > email.

d. In the SMTP port field, enter the port number for outgoing mail.

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 Install WHD in a stand-alone deployment

e. Complete the remaining fields and check boxes as required.

f. Click Test to test your email address.
If the email connection is good, the installer displays a confirmation message.
If the email connection is not good, verify the Test Email Addresses field value and then
click Test.
g. Click Next to continue.
6. Complete the fields to create the default admin account.

The default admin account is a local super user account used to:
l Log in to WHD for the first time and configure the application.
l Access all WHD settings and accounts.
Administrators with a default admin account can create all user accounts, including additional
admin accounts. The default admin account includes tech account privileges, so you can create
and process tickets with tech privileges. Techs can have either Tech or Tech Admin account
privileges.
7. Click Next to continue.
8. (Optional) Create one or more custom request types.
When you install WHD, the last step of the WHD Getting Started wizard allows you to add
request types or edit preconfigured request types. This step of the wizard is optional.
You may find it easier to add request types in the Tickets panel after WHD is configured.

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 Install WHD in a stand-alone deployment

SolarWinds recommends that you click Finish to bypass this step in the wizard and take
time to plan the request types you need. See Create tech groups and request types in the
WHD Getting Started Guide for information about creating request types.

9. Click Finish.
The Configuration Wizard applies your settings and configures the application.

This process may take several minutes to complete.

10. Click Login as admin to continue the setup.

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 Install WHD in a stand-alone deployment

The Wizard opens the WHD Administrator Console on port 8443 using HTTPS.
WHD is installed on your server.

If you log in to WHD and receive an HTTP Status 404 error, see HTTP Status 404: The
requested resource () is not available to resolve this issue.

11. In the Log In box, enter your administrator email and password, and then click Log In.
12. Review the End User License Agreement. If you agree with the license agreement, accept the
terms and click Continue.
The WHD Administrator Console displays on your screen.

For security purposes, SolarWinds recommends that you change the password used for
the WHD service.

13. (PostgreSQL database only) Change the default PostgreSQL database password.

Enable the 64-bit JVM memory

WHD requires additional max heap memory over the Java Virtual Machine (JVM) default setting. To
improve application performance, enable the 64-bit JVM memory in the whd.conf file. When you are
finished, increase the MAXIMUM_MEMORY value in the whd.conf file based on the number of techs in
your deployment, and then restart the application.

1. On the WHD server, navigate to the WHD conf directory based on your operating system.
l macOS: /Library/WebHelpDesk/conf
l Microsoft Windows: \Program Files\WebHelpDesk\bin\wrapper\conf
l Linux: /usr/local/webhelpdesk/conf
2. If you are running Windows, go to step 3.
If you are running macOS or Linux, do the following:

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 Install WHD in a stand-alone deployment

a. In the conf directory, open the whd.conf file using a text editor (such as Notepad).
b. Add the following argument to the JAVA_OPTS option:
JAVA_OPTS="-d64"

c. Save your changes.

d. Go to step 4.
3. If you are running Windows, do the following:
a. In the conf directory, open the wrapper_template.conf file using a text editor (such as
Notepad).
b. Scroll down to the Java Additional Parameters section.
c. At the end of the parameter list, add the following parameter:
wrapper.java.additional.xx=-d64

where xx is the next corresponding parameter number.

d. Save the file.
e. Restart Web Help Desk.
a. Click Setup > General > System Information.
b. Click Restart Web Help Desk.
f. Log in as an administrator.
4. Increase the JVM memory.
a. Determine the appropriate amount of memory for your deployment using the following
formula:
(Average number of concurrent techs x 150) + (Average number of concurrent users x 25)
= MAXIMUM_MEMORY value
For example, If the average number of concurrent techs is 10 and the average number of
concurrent users is 50, the recommended MAXIMUM_MEMORY value is 2750 (which is 2.75
GB):
(10 x 150 = 1500) + (50 x 25 = 1250) = 2750

The MAXIMUM_MEMORY value should not be greater than the total memory in the
WHD server.

b. Update the whd.conf file for your Microsoft Windows Server, macOS, or Linux operating
system.

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 Install WHD in a stand-alone deployment

Microsoft Windows Server

1. Navigate to the <WebHelpDesk>/conf directory.
The default directory is located at:
C:\Program Files\WebHelpDesk\

2. Open the \conf directory.

3. Open the whd.conf file in a text editor (such as Notepad).
4. In the whd.conf file, locate the MAXIMUM_MEMORY parameter.

5. Change the parameter value to the value you calculated in an earlier step.
6. Save and close the file.
7. Restart Web WHD.

a. In the WebHelpDesk directory, right-click whd_stop.bat and select Run as Administrator.

b. After the command prompt window closes, right-click whd_start.bat and select Run as
Administrator.

macOS
1. Using Finder, navigate to Applications > Utilities > Terminal and open the Terminal application.
2. Change the directory to the <WebHelpDesk>/conf directory:
cd /Library/WebHelpDesk/conf

3. Open the whd.conf file by executing:

sudo vi whd.conf

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 Install WHD in a stand-alone deployment

4. Enter the following command to change the maximum JVM to the value you calculated in a
previous step:
:%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=[memory in MB]/ :wq

For example, if you would like to use 2750 MB, execute:

:%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=2750/ :wq

5. Save and close the file.

6. Restart WHD.
a. Open a terminal window and execute:
sudo /Library/WebHelpDesk/whd stop

b. In the terminal window, execute:

sudo /Library/WebHelpDesk/whd start

Linux
1. Open a terminal window
2. Change the directory to the <WebHelpDesk>/conf directory.
Type:
cd /usr/local/webhelpdesk/conf

3. Open the whd.conf file.

Type:
sudo vi whd.conf

4. Change the maximum JVM to the appropriate value.

Execute:
:%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=[memory in MB]/ :wq

For example, if you want to change the value to 2750 MB, type:
:%s/MAXIMUM_MEMORY=512/MAXIMUM_MEMORY=2750/ :wq

5. Save and close the file.

6. Restart WHD.

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 Install WHD with an external PostgreSQL database

a. In the terminal window, execute:

sudo service webhelpdesk stop

b. In the terminal window, execute:

sudo service webhelpdesk start

Install WHD with an external PostgreSQL database

During the installation procedure, you can select the embedded PostgreSQL database as your primary
database. This database is installed on your WHD server.

WHD also supports PostgreSQL 13.7 and 14.3 as external databases. If you choose to install a
PostgreSQL database on an external server, perform the procedures in this section. When you are
finished, back up the database.

Set up the external server

1. Download and install PostgreSQL 13.7 or 14.3 on the external server.
See the PostgreSQL website for instructions.
2. Ensure that the external server can communicate with the Web Help Desk server in your
Enterprise network.

Install Web Help Desk

1. Log in to the WHD as an administrator.
2. Install the application on the WHD server.

See Install WHD in a stand-alone deployment for instructions.

3. When the following window displays, STOP. Leave this window open.

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Configure Web Help Desk with the external server

1. On the Web Help Desk server, open a File Explore window and navigate to:
C:\Program Files\WebHelpDesk\pgsql3\pgAdmin4\bin

2. Double-click pgAdmin4.
3. Click Dashboard.
4. In the pgAdmin management tool window, click Add New Server.
5. In the Create - Server window toolbar, click General.
6. Enter whd to enable all whd users privileges to access the database.

This enables all whd users privileges to access the database.

7. Click the Server group drop-down menu and select Server as the parent node for the server.

8. (Optional) Leave the Background and Foreground checkboxes selected to specify the
background color for the server using the color-picker.

9. Ensure that the Connect now checkbox is selected to enable the client to connect to the server
when you complete the database setup in pgAdmin4.

10. (Optional) Enter a comment regarding this database connection.

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11. Click Connection in the toolbar.

12. Enter IP address or the fully qualified domain name (FQDN) of the server host.
For example, localhost.

13. Enter the listener port number of the server host. The default value is 5432.

14. Enter the initial database name to which the client will connect. The default is postgres.

If you are using pgAgent or adminpack objects, install these resources on the external
database server.

15. Enter the role that will be used when authenticating with the server. The default is postgres.

16. Enter a password this role must enter to authenticate with the database server. .

Record this password and keep it in a secure location. You will need this information in a
future step

17. (Optional) Select the checkbox to save the password for future use. Leave this checkbox
deselected for additional security.

18. Leave the Role and Service fields blank.

19. Click Save.

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20. In the toolbar, click Connection.

21. Enter the IP address or the fully qualified domain name of the server host. For example,
localhost.

22. Enter the listening port number of the server host. The default value is 5432.

23. Enter the name of the initial database to which the client will connect. The default value is
postgres.

24. Enter the username that specifies the name of a role used when authenticating with the server.
The default is postgres.

25. Enter a user password used to authenticate with the server.

26. (Optional) Select the checkbox to enable pgAdmin to save the password.

27. Leave the Role and Service fields blank.

28. In the Browser menu, expand Servers and click whd.

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29. In the toolbar, click Privileges.

30. Select all options.

After you select and save all options, the whd user can:
l Log in to the database
l Act as a superuser within the database
l Create roles
l Create databases
l Inherit rights from the parent roles
l Initiate streaming replication and backups

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31. In the Browser navigation menu, expand whd and select webhelpdesk.

32. In the toolbar, click General.

33. Add a descriptive name for the database. For example, webhelpdesk. This name will display in
the pgAdmin tree control.

34. Click the drop-down menu and select whd. This is the database owner.

35. (Optional) Enter comments about the database.

36. Click Save.

Complete the installation

1. Close pgAdmin4.
2. Return to the Select your Web Help Desk database window in the installation procedure.

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 Install WHD with an external PostgreSQL database

3. Ensure that Use Custom SQL database (advanced) is selected.

4. Click the Database Type drop-down menu and select PostgreSQL (External).

5. In the Host field, enter localhost. In the Port field, enter 5432. This is the default port.

6. Enter the name of the Web Help Desk database. For example, webhelpdesk.

7. Enter the username.

8. Select the Create database and user account if necessary checkbox, enter the admin user name
and password, and then click Create.

WHD creates the SQL database for your deployment.

When the procedure is completed, the installer displays the following message:

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If Results displays an error, follow the instructions on your screen, make the necessary changes,
and then click Create.
9. Click Next.
10. Go to Install WHD in a stand-alone deployment in the WHD Installation and Upgrade Guide.
11. Scroll down to Complete the installation.
12. Go to step 5 and continue the installation.

Back up the database

See Backup and Restore in the pgAdmin Help for additional information about all backup selec-
tions.

1. Log in to the WHD server as an administrator.

2. Create a directory for your database backup file.
For example:
D:/Backup

3. On the Web Help Desk server, open a File Explore window and navigate to:
C:\Program Files\WebHelpDesk\pgsql3\pgAdmin4\bin

4. Double-click pgAdmin4.

5. In the navigation pane, maximize Servers > whd > Databases.

6. Right-click webhelpdesk and select Back Up.

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 Install WHD with an external PostgreSQL database

7. Enter a name for your backup file. You can also click the ellipsis, navigate to a directory, and
select a file that will contain the archive.

8. Click the Format drop-down menu and select Custom. This option creates a custom archive file
that you can use with pg_restore to create a copy of the database. This format allows you to
select a database object to restore from the backup file.

9. Click the Encoding drop-down menu and select the character encoding method for the archive.

10. Under Dump options, accept all default settings.

11. Click Backup.
When the backup is completed, a pop-up window displays:
Successfully completed.

Restore the database

See Backup and Restore in the pgAdmin Help for additional information about all restore selec-
tions.

1. On the Web Help Desk server, open a File Explore window and navigate to:
C:\Program Files\WebHelpDesk\pgsql3\pgAdmin4\bin

2. Double-click pgAdmin4.
3. In the navigation pane, maximize Servers > whd > Databases.

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4. Right-click webhelpdesk and select Restore.

5. Click the Format drop-down menu and select the archive file format you selected in Back up the
database. For example, select Custom or tar to restore from a custom archive file.
6. Double-click the Filename ellipsis and select your backup file.
7. Click Restore options and select all default selections.
8. Click Restore.
When the restore is completed, a pop-up window displays:
Successfully completed.

Change the default PostgreSQL database credentials

Complete this procedure before you upgrade to PostgreSQL 13.3. Otherwise, you will be locked
out of the database because the conversion disables your default database user name and
password.

When you install WHD with the embedded PostgreSQL database, the application creates a new
database with a default user name and password. The user credentials are stored in the Database
Connection screen at Setup > General > Database.

After you complete the installation, a message displays in the administrator console stating that the
embedded database is not secure. To prevent unauthorized database access, do the following:

1. Open the Database Connection screen.

2. Create a new database login role.

Your new credentials will replace the default WHD user name and password you created during
the installation procedure.
3. Change the WHD database ownership to the new role.
4. Update the database connection in the Database Connection screen.
5. Restart WHD, log in, and verify the new database connection in the Database Connection
screen.
Your default database credentials are protected from unauthorized users by the new login role.

This section describes how to change the credentials for a Windows, Linux, and macOS deployment.

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 Change the default PostgreSQL database credentials

Change the database credentials for a Windows deployment

Perform the following procedures to change the database credentials for a WHD deployment running
Windows Server.

Open the Database Connection screen

1. Log in to WHD as an administrator.

2. Click Setup > General > Database.

The Database Connection screen displays in the console.

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3. Click Backup Now to back up your PostgreSQL database.

A message displays in the console, stating that your database was backed up to:
<WebHelpDesk>/pgsq9/Backups

4. Leave this screen open. Do not close this screen or log out of WHD.

Create a new login role

1. Select a strong login role name and password to apply to your PostgreSQL database.
Your new credentials will replace the default WHD user name and password you created during
the installation procedure.
2. Log in to the WHD server as an administrator.
3. Open File Explorer and navigate to:
C:\Program Files\WebHelpDesk\pgsql9\bin

4. Locate and run pgAdmin3 as Administrator.

pgAdmin3 is a management tool for PostgreSQL, and is included with your WHD
installation. This tool is a database interface and is not the database program.

5. In the pgAdmin III toolbar , click to open the New Server Registration window.

6. Complete the fields in the Properties tab.

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 Change the default PostgreSQL database credentials

a. In the Name field, enter a name for this connection.

For example:
WHD38

b. In the Host field, enter localhost, as the PostgreSQL database is stored on the WHD
server.
c. In the Port field, enter 20293.
This is the default port for communications with the PostgreSQL database.
d. Leave the Service field blank.
e. Click the Maintenance DB drop-down menu and select postgres.
f. In the Username and password fields, enter whd.
These are the original database credentials created during the installation procedure. You
will replace these credentials in a later step.

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g. Accept the remaining defaults, and click OK.

The new connection displays in the Object browser column under Server Groups > Servers.

If the connection does not display in the window, double-click Server Groups.

7. In the Object browser column, maximize your new connection (for example, WHD38) and then
maximize Login Roles.
The whd role displays under Login Roles. This is the database login role created during the
installation procedure.

8. Create a new login role.

a. Right-click Login Roles and select New Login Role to display the New Login Role dialog
box.

b. In the Properties tab, enter a name in the Role name field.

For example:

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 Change the default PostgreSQL database credentials

shawn

c. Click the Definition tab.

d. Enter a strong password in the Password fields.

Record your new login role name and password and keep them in a safe place. You
will need this information to update the Database Connection screen in WHD and
make any role modifications in the future.

e. Select a date and time in the future when this role expires.

Note the expiration date in your personal calendar so you can update it in the future.

f. Click the Role Privileges tab.

g. Select all privileges.

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h. Click OK.
The new role displays under Login Roles in the Object browser.

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9. Verify that your new login role has the same privileges as the whd database role.
a. Under Login Roles, right click whd and select Properties.

b. In the Login Role whd window, click the Role privileges tab.
c. Confirm that the Role privileges for the whd role match those with your new role.
d. Click Cancel.

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Change the WHD database ownership

1. In the Object browser under Databases, right-click whd and select Properties.

2. In the Database whd window, click the Owner drop-down menu and select your new role.

3. Click OK.
4. Close pgAdmin3.

Update the database connection settings

1. Switch back to the WHD Database Connection screen you opened at the beginning of this
procedure.
2. In the Username field, enter the login name you created for your new login role.

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 Change the default PostgreSQL database credentials

3. In the Password field, enter the password you created for your new login role.

4. (Optional) Select your backup options.

a. In the Backup Schedule field, select the days of the week and the time of day when WHD
will automatically back up your database.

All backups are written by default to the pgsq/9/Backups directory under the Web Help
Desk home directory. You can
b. In the Backup Folder field, select a backup folder or accept the default section.

By default, all backups are written to the pgsq/9/Backups directory under the Web Help
Desk home directory. If desired, you can enter a path to a custom folder.
All backups are created based on the backup schedule and named based on the backup
time. For example, a scheduled backup performed on March 17, 2021 at 2:30 AM would be
named as follows:
B_2021_03_17-02_30_00

It is your responsibility to copy the database backup files to a network or tape drive.
Perform all backups before applying any update to Web Help Desk.

c. Click the drop-down menu and select the number of backups.

5. Click Save.
A message displays in the console, stating that the connection settings were saved and will take
effect when you restart the application.
6. Restart WHD.

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Verify the new database connection

1. Restart WHD.
2. Log in to WHD as an administrator.
3. Click Setup > General > Database.
4. In the Database Connection screen, verify that the Username field contains the new login role.

Revert back to your original settings

After you restart WHD and you encounter an issue that prevents you from logging in to the web
console, you can revert back to your original settings.

1. Stop WHD.
2. Open File Explorer and navigate to:
C:\Program Files\WebHelpDesk\pgsql9\bin

3. Locate and run pgAdmin3 as Administrator.

4. In the Object browser, maximize Servers > <your_new_connection> > Databases.
5. Right-click whd and select Properties.

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6. In the Database whd window, click the Owner drop-down menu and select whd.

7. Click OK.
8. Open File Explorer.
9. Navigate to:
C:\Program Files\WebHelpDesk\conf\

10. Locate and delete the whd.properties file.

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 Change the default PostgreSQL database credentials

This will delete the login name and database information you created in an earlier step. Your
existing database remains intact.
11. Start WHD.
12. When prompted, select Use Embedded PostgreSQL database (recommended) and click Next.

WHD starts.
13. Log in to WHD using your administrator credentials.

14. Click Setup > General > Database.

The Database Connection screen displays with your original username and password.

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Change the database credentials for a Linux deployment

Perform the following procedures to change the database credentials for a WHD deployment running
CentOS, Fedora, or Red Hat Enterprise Linux.

Open the database connection screen

1. Log in to WHD as an administrator.

2. Click Setup > General > Database.

The Database Connection screen displays in the console.

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 Change the default PostgreSQL database credentials

3. Click Backup Now to back up your PostgreSQL database.

A message displays in the console, stating that your database was backed up to:
<WebHelpDesk>/pgsq9/Backups

4. Leave this screen open. Do not close this screen or log out of WHD.

Create a new login role

1. Select a strong login role name and password to apply to your PostgreSQL database.
Your new credentials will replace the default WHD user name and password you created during
the installation procedure.
2. Open a command prompt.
3. Log in to the Linux server as an administrator.
4. Change directories to the PostgreSQL database bin directory.
At the prompt, execute:

cd /usr/local/webhelpdesk/pgsql9/bin

5. At the prompt, execute the following command to create a new user—for example, Joe Smith.

./createuser -P -p 20293 -s -e joesmith -U postgres

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6. At the prompt, enter a new password for this role.

Record the password for a later step.

7. At the prompt, re-enter your password.

WHD creates the new database role, password, and associated permissions for the new user.
8. At the prompt, execute:

./psql -p 20293 -U joesmith -d whd

WHD displays the current PostgreSQL database version and information about accessing help.
A new prompt displays on the screen, indicating that you are logged in to the database.

whd=#

Change the WHD database ownership

1. Change the database ownership to the new user. For example, Joe Smith.
At the prompt, execute:

REASSIGN OWNED BY whd TO joesmith;

Web Help Desk reassigns the PostgreSQL database ownership to the new user and returns to
the database prompt.

whd=#

2. At the prompt, execute:

ALTER DATABASE whd OWNER TO joesmith;

3. Exit the PostgreSQL database.

At the prompt, execute:

\q

4. Leave the command prompt window open and update the database connection settings.

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Update the database connection settings

1. Navigate to the Database Connection screen that you opened in a previous step.
2. Enter the user name of the new database owner.

3. Enter the password you created for the new database owner.

4. Click Save.
WHD saves the connection settings, which take effect when you restart the application.

Verify the new database connection

1. Return to the command prompt window.
2. At the prompt, execute:

./dropuser -p 20293 -h localhost -e -U postgres whd

WHD drops the previous role and then displays the command prompt.
3. Return to the Web Help Desk directory.
Execute:

cd /usr/local/webhelpdesk/

4. Stop WHD.
At the prompt, execute:

./whd stop

WHD stops.
5. Restart WHD.
At the prompt, execute:

./whd start

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Web Help Desk restarts and displays the connection status and the command prompt.
6. Log in to WHD as an administrator.

7. Click Setup > General > Database.

8. Verify that the Username field displays the new database owner. For example, Joe Smith.

The default PostgreSQL database credentials are updated.

Change the database credentials for a macOS deployment

Perform the following procedure to change the database credentials for a WHD deployment running
macOS.

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 Change the default PostgreSQL database credentials

Open the database connection screen

1. Log in to WHD as an administrator.

2. Click Setup > General > Database.

The Database Connection screen displays in the console.

3. Click Backup Now to back up your PostgreSQL database.

A message displays in the console, stating that your database was backed up to:
<WebHelpDesk>/pgsq9/Backups

4. Leave this screen open. Do not close this screen or log out of WHD.

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 Change the default PostgreSQL database credentials

Create a new login role

1. Select a strong login role name and password to apply to your PostgreSQL database.
Your new credentials will replace the default WHD user name and password you created during
the installation procedure.
2. Open a Terminal window.
3. Log in to the macOS server as an administrator.
4. Change directories to the PostgreSQL database bin directory.
At the prompt, execute:

cd /Library/WebHelpDesk/pgsql9/bin

5. At the prompt, execute the following command to create a new user—for example, Joe Smith.

./createuser -P -p 20293 -s -e joesmith -U postgres

6. At the prompt, enter a new password for this role.

Record the password for a later step.

7. At the prompt, re-enter your password.

WHD creates the new database role, password, and associated permissions for the new user.
8. At the prompt, execute:

./psql -p 20293 -U joesmith -d whd

WHD displays the current PostgreSQL database version and information about accessing help.
A new prompt displays on the screen, indicating that you are logged in to the database.

whd=$

Change the WHD database ownership

1. Change the database ownership to the new user. For example, Joe Smith.
At the prompt, execute:

REASSIGN OWNED BY whd TO joesmith;

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WHD reassigns the PostgreSQL database ownership to the new user and returns to the
database prompt.

whd=$

2. At the prompt, execute:

ALTER DATABASE whd OWNER TO joesmith;

3. Exit the PostgreSQL database.

At the prompt, execute:

\q

4. Leave the terminal window open and update the database connection settings.

Update the database connection settings

1. Navigate to the Database Connection screen that you opened in a previous step.
2. Enter the user name of the new database owner.

3. Enter the password you created for the new database owner.

4. Click Save.

WHD saves the connection settings, which take effect when you restart the application.

Verify the new database connection

1. Return to the Terminal window.
2. At the prompt, execute:

./dropuser -p 20293 -h localhost -e -U postgres whd

WHD drops the previous role and then displays the command prompt.
3. Return to the WebHelpDesk directory.
Execute:

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 Change the default PostgreSQL database credentials

cd /Library/WebHelpDesk

4. Stop WHD.
At the prompt, execute:

./whd stop

WHD stops.
5. Restart the PostgreSQL service.
At the prompt, execute:

./pg stop
./pg start

6. Restart WHD.
At the prompt, execute:

./whd start

WHD restarts and displays the connection status and the command prompt.
7. Log in to WHD as an administrator.

8. Click Setup > General > Database.

9. Verify that the Username field displays the new database owner. For example, Joe Smith.

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 (Optional) Update OpenJDK to another version

The default PostgreSQL database credentials are updated.

(Optional) Update OpenJDK to another version

Beginning in version 12.7.1, Web Help Desk includes the Open Java Development Kit (OpenJDK). This
software is a free and open-source implementation of the Oracle Java Platform.

OpenJDK replaces Oracle Java SE 8, which requires a commercial license. By default, Web Help Desk
includes a supported OpenJDK version with each release.

If you are running Web Help Desk 12.7.8 or later on a Windows-based server, you can download and
install another OpenJDK version, replacing the version included with your release.

Both versions must be identical. For example, if you are running OpenJDK 11.0.22, you can download
and install another OpenJDK 11 version. Upgrading from OpenJDK 11 to a later version (such as
OpenJDK 13) is not supported.

This procedure is not supported on Linux and macOS deployments.

Identify your OpenJDK version

1. Log in to Web Help Desk as an administrator.
2. Click Setup > General > System Information.
3. In the System Environment screen, record the Java version and Java home path for your
deployment.

4. Close Web Help Desk.

Download the Java Platform SE Development Kit

1. Log in to the Web Help Desk server as an administrator.
2. Open a Web browser and navigate to the Microsoft Docs website.

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 (Optional) Update OpenJDK to another version

3. Locate and download an OpenJDK version that matches your current version. For example, if
you are running OpenJDK 11.0.22, you can download another OpenJDK 11 version.
4. Run the installer on the Web Help Desk server.

Update Web Help Desk with the new OpenJDK version for Windows
1. Open File Explorer and navigate to the directory that contains the bin\java.exe file.
For example:
C:\Program Files\Microsoft\jdk-11.0.22-hotspot

2. Open a second File Explorer window and navigate to:

<WebHelpDesk>\conf

where <WebHelpDesk> is the location of your Web Help Desk home folder.
For example:
C:\Program Files\WebHelpDesk

3. Open the whd.conf file using a text editor (such as Notepad).

4. Scroll down to:
# Java home location

5. Set the JAVA_HOME property with the full path to the Java executable mentioned in step 1.
For example:
JAVA_HOME=C:\Program Files\Microsoft\jdk-11.0.22-hotspot

6. Stop and then start the Web Help Desk Services.

7. Log in to Web Help Desk as an administrator.
8. Click Setup > General > System Information.
9. In the System Environment screen, locate Java Version.

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 (Optional) Update OpenJDK to another version

10. Verify that the new Java platform and Java home path displays on the screen.
The OpenJDK update is completed.

Update Web Help Desk with the new OpenJDK version for Linux
1. Install OpenJDK with latest version.( java-11-openjdk-11.0.21.0.9-1.el7_9.x86_64)
sudo yum install java-11-openjdk-devel

2. Locate the path to jdk usually reside in /usr/lib/jvm

For example:
$cd /usr/lib/jvm

3. Check the latest installed JRE

/usr/lib/jvm/jre-11-openjdk

4. Open the whd.conf file using a vim editor

5. Scroll down to:

# Java home location

6. Set the JAVA_HOME property with the full path to the Java executable mentioned in Step 1.
For example:
JAVA_HOME= /usr/lib/jvm/jre-11-openjdk

7. Stop and then start the Web Help Desk Services.

8. Log in to Web Help Desk as an administrator.
9. Click Setup > General > System Information.
10. In the System Environment screen, locate Java Version.

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 (Optional) Update OpenJDK to another version

11. Verify that the new Java platform and Java home path displays on the screen.
The OpenJDK update is completed.

Update Web Help Desk with the new OpenJDK version for MacOS
1. Open File location and navigate to the directory that contains the
jre

For example:
/Library/Java/JavaVirtualMachines/

2. Open a second File location and navigate to:

<WebHelpDesk>\conf
where <WebHelpDesk> is the location of your Web Help Desk home folder.
For example:
/Library/WebHelpDesk

3. Open the whd.conf file using a text editor

4. Scroll down to:

# Java home location

5. Set the JAVA_HOME property with the full path to the Java executable mentioned in Step 1.
For example:
/Library/Java/JavaVirtualMachines/mircosoft-11.jdk/Contents/Home
JAVA_HOME=/Library/Java/JavaVirtualMachines/mircosoft-11.jdk/Contents/Home

6. Stop and then start the Web Help Desk Services.

7. Log in to Web Help Desk as an administrator.
8. Click Setup > General > System Information.

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 Integrate WHD in an SolarWinds Platform deployment

9. In the System Environment screen, locate Java Version.

10. 10. Verify that the new Java platform and Java home path displays on the screen.
The OpenJDK update is completed.

Integrate WHD in an SolarWinds Platform deployment

This section describes how to install WHD in an SolarWinds Platform deployment.

For advanced configuration requirements and details on how to install WHD with Federal Information
Processing Standard (FIPS) 140-2 compliant cryptography, see the WHD Administrator Guide.

1. Install WHD on a dedicated server by completing the procedures for installing WHD in a stand-
alone deployment. When the installation is completed, you will integrate WHD into the
SolarWinds Platform.
2. Activate the license.
3. Enable the SolarWinds Platform to share alerts with WHD. To complete this task, configure the
SolarWinds Platform to generate alerts triggered in SolarWinds Network Performance Monitor
(NPM), Network Configuration Manager (NCM), and Server & Application Monitor (SAM) when a
network event occurs—for example, when a node fails for any reason. When specific alerts are
shared with WHD, the application automatically generates a ticket based on the alert.
a. Log in to the SolarWinds Platform Web Console.
b. Create a new alert or open an existing alert.
c. On the alert Summary page, expand Alert Integration.

d. Select the Integrate alert with other SolarWinds Products and subscribers check box.

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e. Enter an alert subject.

You can use this name in the Alert subject field for the alert.

f. Click the Severity drop-down menu and select an alert severity.

This information is used to determine how WHD processes a shared alert.

g. Click Insert Variable and select any additional alert properties.

h. Click Insert Variable to save the additional properties.
i. Click Submit.
4. Prepare the request types for alert-based tickets.
A request type determines how alerts are routed to the appropriate tech for problem resolution.
When you create your SolarWinds connection, select the request type that closely matches the
connection.

You can select one request type for one SolarWinds connection.

a. Ensure that you are logged in to the WHD Administrator Console as an administrator.
b. In the toolbar, click Setup > Tickets > Request Types.
The Request Types window displays the current default request types.

c. Click New.
d. Enter a name to identify this request type.
For example, you can enter SolarWinds SAM alerts.

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e. To create a nested request type, select the parent type (for example, Network). Optionally,
click to copy values for the remaining fields from the parent type.

To create a top-level request type, leave this field blank.

f. Select the tech group that will address this type of request.

If the tech group has not been defined, leave this field blank. You can map the request type
to a tech group when you define the tech group.
g. Specify the default priority and whether fields are hidden or required.

The Default Priority level is the level that tickets are assigned based on the corresponding
request type.
h. In the Detailed Instructions field, enter additional information to be displayed on the ticket.
The text will display as a blue Instructions sticky note above the ticket Request Detail field.

For example, you can provide specific instructions for creating this type of ticket, or
explain the request type's purpose so a client can choose the correct type. You can apply
BBCode formatting to format lists, add emphasis, or include links to supporting
information.
i. Clear the Visible to Clients check box so this type is selected only by techs.

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j. Specify whether the tech will be prompted to select an asset or model when they create
this type of ticket.

k. (Optional) Restrict this ticket type to specific companies, locations, or departments. Only
clients or techs associated with your selections will see this request type.

l. If an approval process should be automatically initiated when a ticket is saved with this
request type, select the approval process. Otherwise, accept the default selection.

Alternatively, you can associate a request type with an approval process when you
create the approval process.

m. To include custom fields on this type of ticket, specify which fields to include.

n. Specify whether clients can attach files to this type of ticket, and whether this request type
is available as a category when techs create an FAQ.

The Attachments Enabled option does not affect whether techs can attach files.

o. Identify the tech who will receive the highest-level escalation (after the tech group
manager).

p. In the Survey field, select None to disable surveys for this ticket type.

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q. Click Save.
In this example, the request type is nested in the Network request type.

r. Repeat step c through step q to create request types for SolarWinds NCM and NPM alerts
(if applicable).
5. Create a SolarWinds server link to the monitored source.
This process creates a communications link between the WHD server and the monitored source
(such as SolarWinds SAM). When an event occurs, WHD generates a ticket from the alert and
forwards the ticket to the assigned tech group and tech for troubleshooting and resolution.

When you upgrade your SolarWinds Platform server software, verify the server link to the
monitored source. In some cases, the server link can break during the upgrade procedure.

a. Log in to the WHD Admin Console as an administrator.

b. Click Setup in the toolbar and select SolarWinds Integration > SolarWinds Connection.
c. Click Add new SolarWinds Source in the SolarWinds Connection screen.

d. Enter the connection source name in the Source Name field.

e. Click the WHD Request Type drop-down menu and select a request type.

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For example, SolarWinds SAM alerts.

f. Enter the SolarWinds Server IP Address or Fully Qualified Domain Name (FQDN).
g. Enter the SolarWinds administrator user name and password.

To ensure WHD can access the required SolarWinds alerts, enter administrator-level
SolarWinds account and credentials data into WHD.

h. Click Test.
When WHD creates a connection with a SolarWinds Platform alert source, the checked
areas in the window contain green check marks.

i. Click Next to continue.

6. Configure an alert filter to recognize a specific issue in the SolarWinds Platform and create a
help desk ticket based on that issue.
7. Configure and test the alert filtering rules to ensure they are filtering the properties correctly.
The test should include the severity and any alert fields that are configured in the filter rule.
a. Verify that the alert filtering rule is configured correctly.
The following example shows a test for a filter rule.

b. Click Test.
c. Select a severity.

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d. Click Add New Property, select an alert field, and then enter the value.
e. Add all alert properties defined in the filter rule, and click Test.

If the rules are configured correctly, a message states that the filter rules match and the
alert is accepted in the Test Results pane. Click Done.

Install a WHD evaluation

SolarWinds strongly recommends that you install Web Help Desk on a server that is protected
from unauthorized access by the public. If your use of Web Help Desk does not need to be
public or internet-facing, install it on a server that is neither public, nor internet-facing. To learn
about best practices for configuring your Web Help Desk installation securely, see Best
practices to secure SolarWinds Products.

The evaluation version is a full product version, functional for 14 days. After the evaluation period, all
tech accounts are deactivated. You can convert your evaluation license to a production license by
obtaining and applying a license key.

To update the license, contact SolarWinds Sales to purchase a full license of the product. For
SolarWinds Platform products, access the License Manager to update the license with the
purchased key.

To use a separate Microsoft SQL Server database, or if you are installing this product into the
production deployment of an existing SolarWinds Platform, see Plan for a production deployment for
details.

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 Install a WHD evaluation

When you install the evaluation, you can install the SolarWinds Platform and the Microsoft SQL Server
database on the same server. The installer automatically installs SQL Server Express. You can use
that database or configure the server to use another SQL Server database. You can also install the
application on a desktop system, but this configuration is not supported.

This product is intended for use in evaluation and production environments described below.

Evaluation and Production Environments Evaluation Environments Only

Windows Server 2016 Windows 11

Windows Server 2019 Windows 11

Windows Server 2022 Windows 11

Select one of the following procedures that apply to your host environment:
l Install an evaluation on a server running Windows Server 2016
l Install an evaluation on a server running Windows Server 2019 or 2022
l Install an evaluation on a system running Windows 11

Install an evaluation on a server running Windows Server 2016

1. Download the WHD evaluation file from the WHD website.
2. Follow the standalone installation instructions, including the installation and configuration
wizard.
To use the PostgreSQL database that installs with the product, click Use Embedded PostgreSQL
database (recommended).

To use your own Microsoft SQL Server database, click Use Custom SQL database (advanced).
3. Open the WHD Administrator Console.
The 14-day evaluation begins.
If the console does not open automatically, launch the WHD Administrator Console in your WHD
program folder.
For security purposes, SolarWinds recommends that you change the password used for the
WHD service.

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Install an evaluation on a server running Windows Server 2019 or 2022

1. Download the WHD evaluation file from the WHD website.
2. Open the directory where you downloaded the installer.
For example:
C:\Downloads

3. Extract the contents of the ZIP file.

4. Verify that Open Java Development Kit (OpenJDK) 8.0 or later is installed on your WHD server.
a. Open a command prompt window.
b. Run:

java -version

c. Verify that OpenJDK 8.0 or later is installed on your WHD server. This version is required to
complete the WHD installation.
In the following output example, OpenJDK 11.0.5 is installed on the server.

C:\Users\Administrator>Java -version
openjdk version "11.0.5" 2022-4-19 LTS
openJDK Runtime Environment Microsoft -32930 (build 11.0.15+10-LTS)
OpenJDK 64-Bit Server VM Microsoft -32930 (build 11.0.15+10-LTS,
mixed mode)

C:\Users\Administrator>

When you complete the WHD installation, the supported OpenJDK version for your
release is installed on your server, if required.

5. Change directories to the location where you downloaded the installation ZIP file.
For example, if the installation file is in the Downloads directory, run:

cd "C:\Downloads"

6. Set the current operating system in the Java Virtual Machine (JVM) to Windows 7. This will help
facilitate the installation procedure.
Run:

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SET JAVA_TOOL_OPTIONS="-Dos.name=Windows 7"

7. Run the installation file you downloaded from the Customer Portal on the same command
prompt.
For example, if you downloaded the installer for WHD 12.7.10, run:

WebHelpDesk-12.7.10-x64_eval.exe

8. Complete the on-screen instructions.

9. When the installation is complete, click Done.
The Configuration Wizard opens the default browser.
10. Go to Install WHD in a stand-alone deployment.
11. Follow the steps in Complete the installation.

Install an evaluation on a system running Windows 11

1. Download the WHD evaluation file from the WHD website.
2. Open the directory where you downloaded the installer.
For example:
C:\Downloads

3. Extract the contents of the ZIP file.

4. Verify that Open Java Development Kit (OpenJDK) 8.0 or later is installed on your system.

a. Open a command prompt window.

b. Run:

java -version

c. Verify that OpenJDK 8.0 or later is installed on your system. This version is required to
complete the WHD installation.

When you complete the WHD installation, the supported OpenJDK version for your
release is installed on your server, if required.

5. Change directories to the location where you downloaded the installation ZIP file.
For example, if the installation file is in the Downloads directory, run:

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cd "C:\Downloads"

6. Set the current operating system in the Java Virtual Machine (JVM) to Windows 7. This will help
facilitate the installation procedure.
Run:

SET JAVA_TOOL_OPTIONS="-Dos.name=Windows 7"

7. Run the installation file you downloaded from the Customer Portal on the same command
prompt.
For example, if you downloaded the installer for WHD 12.7.10, run:

WebHelpDesk-12.7.10-x64_eval.exe

8. Complete the on-screen instructions.

9. When the installation is complete, click Done.
The Configuration Wizard opens the default browser.
10. Go to Install WHD in a stand-alone deployment.
11. Follow the steps in Complete the installation.

Activate your WHD license

After you install WHD in a stand-alone deployment, log in and apply the activation key online or offline.

If you are evaluating WHD, the activation key is not required. For the next 14 days, you will have
unlimited tech accounts and full product functionality. If you do not purchase and apply an activation
key within 14 days, the tech accounts are deactivated, and the following options are disabled in the
Setup menu:
l Assets
l SolarWinds integration
l Processes
l Surveys
l Parts & Billing

After you activate your license, the tech accounts and product functionality are restored.

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 Activate your WHD license

Purchase a license
To continue using the application, purchase a license. After you apply the license key, the tech
accounts, data, and product functionality are restored.

Contact our sales team or access Web Help Desk Pricing and Licensing to purchase licenses directly
from SolarWinds. Use the online quote tool to estimate the licensing cost.

You will need your SolarWinds Customer ID and password to log in to the SolarWinds Customer
Portal and retrieve your license key. If you have not completed your customer portal individual
profile or cannot locate your SolarWinds Customer ID (SWID) and password, submit a ticket to
Customer Support for assistance. After you apply a license key, you cannot change the license
back to a trial or free single-seat license.

Apply the activation key online

If the WHD server is connected to the Internet, you can activate the license online using the
SolarWinds Customer Portal.

If you are logging in to the Customer Portal for the first time, you will need your SolarWinds Customer
ID (SWID).

1. Retrieve the activation key.

a. If you are evaluating WHD and received a license key from a SolarWinds representative, go
to Log in to WHD.
If you are not evaluating WHD, go to step b.
b. Open a web browser and go to the SolarWinds Customer Portal.

c. Enter your email address and password, and then click Log In.
If you are logging in to the Customer Portal for the first, time, see How do I access the
Customer Portal for instructions.
d. Click Licenses > Manage Licenses.
e. Above the product list, click the View drop-down menu and select Web Help Desk (WHD).
f. In the Your Selections menu, locate your product version.

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 Activate your WHD license

g. Under License Activation information, locate the activation key.

h. Copy the activation key and save it to a file.

2. Log in to WHD.
a. Verify that the WHD server is connected to the Internet.
b. On the Get Started panel, click Login as admin to continue setup.

c. Accept the terms of the license agreement.

WHD starts.
3. Apply the license.
a. Click Setup in the toolbar.

b. On the General panel, click License.

c. Click the padlock to edit the license settings.

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 Activate your WHD license

d. Enter the Activation Key, and click Activate.

The WHD license is activated.

Apply the activation key offline

If the WHD server is not connected to the Internet, apply the activation key offline using another
computer with internet access.

1. Log in to WHD.
On the Get Started panel, click Login as admin to continue setup.

2. Locate the unique Machine ID code.

a. Click Setup in the toolbar.

b. On the General panel, click License.

c. Click the padlock to edit the license settings.

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d. Copy the unique Machine ID code in the Machine ID field to a text file (such as Notepad).

e. Save the file.

f. Transfer the file to another computer with Internet access.
3. Generate and download the license file.
a. If you are evaluating Web Help Desk and received a license key from a SolarWinds
representative, go to Upload the license file into the WHD Administration Console.
If you are not evaluating Web Help Desk, go to step b.
b. Using a separate computer with Internet access, log in to the SolarWinds Customer Portal.
c. Click Licenses > Manage Licenses.
d. Above the product table, click the View drop-down menu and select Web Help Desk.
e. In the License Activation Information column, locate your WHD license and click Activate
license manually.
The following example displays the license activation information a Web Help Desk Per
Seat license that includes one to five users.

f. In the Activate license screen, enter your name, email address, phone number, and the
computer name to generate a license key file.

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g. Locate the text file with the Machine ID code from the WHD server.
h. Paste the unique machine ID code from your computer into the Unique Machine ID box.

The Customer Portal validates the code. If the code is valid, a validation message
displays.

i. Click Generate License File.

j. Follow the prompts on your screen to download the license file.
k. Transfer the license file to the WHD server.
4. Upload the license file into the WHD Administrator Console.

a. On the WHD server, return to License Settings in WHD.

b. Click Choose File and select the license file.

c. Click Activate.

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The WHD license is activated.

If WHD generates an error during activation, see Error displays when activating a
WHD license for troubleshooting information.

Assign license seats to your tech accounts

1. Log in to WHD as an administrator.
2. Click Setup > General > License.
3. In the Tech Licensing box, select the checkbox next to each active tech and administrator who
will log in to the application.

If you have more tech accounts than your license allows, deactivate or delete the excess
accounts or upgrade your license.

4. Click Save.

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 Uninstall WHD

Uninstall WHD
You may need to uninstall WHD to resolve an issue, end your evaluation, or move the application to a
new server during a migration. Be sure to deactivate your WHD license before you uninstall the
application.

See Install WHD to reinstall the software.

Before you begin

Before you uninstall WHD, SolarWinds recommends the following:

1. Back up your existing database to preserve your data. If you need help with backups, check
your vendor's site for documentation and instructions.
If you have your database on a virtual machine (VM), create a snapshot or copy of your VM.
If you need software to perform backups and maintenance for Microsoft SQL Server databases,
you can install SQL Management Studio Express for your specific SQL Server version on your
database server.
Use one of the following links to download the installation:
l SQL Management Studio Express 2014
2. Back up the product folders. Create copies and backups of your product folders. You may have
customizations in these folders specific to your installations.

Deactivate the license

To avoid losing your license, deactivate the license before you uninstall the software. This process
removes the license activation and server assignment. When you are finished, your license is parked
and available when you need it.

1. Log in to the WHD Console as an administrator.

2. Click Setup > General > License.
3. In License Settings, click the padlock.
4. Click Deactivate.

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 Uninstall the software

Uninstall the software

Uninstall WHD based on the operating system running on the host server.

Uninstall WHD on a server running Microsoft Windows Server

1. Navigate to Windows Control Panel > Programs and Features.
2. Right-click WHD and click Uninstall.
3. Delete all files from the following location:
C:\Program Files\WebHelpDesk

If you installed WHD on a different domain, go to that location instead of your C:\ drive.

WHD is uninstalled from the server.

4. Restart the server.

Uninstall WHD on a server running macOS

1. Navigate to the /Applications folder.
2. Open the WebHelpDesk folder.
3. Double-click Uninstall Web Help Desk.app.
4. When prompted, type Y (yes) to complete the uninstall.
WHD is uninstalled from the server.
5. Restart the server.

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 Uninstall the software

Uninstall WHD on a server running Red Hat Enterprise Linux 64-bit

1. Open a terminal window.
2. Stop the Web Help Desk service if it is running.
3. Execute:
rpm -e webhelpdesk

4. Delete the files from the following location:

/usr/local/webhelpdesk

WHD is uninstalled from the server.

5. Restart the server.

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 Upgrade WHD

Upgrade WHD
This section describes how to update your WHD software to the latest release.

See the following for details:

l Prepare for the upgrade
l Determine the upgrade path to the latest WHD version
l Upgrade gotchas you should review
l Prepare your environment to upgrade
l Upgrade to the latest version
l Upgrade the PostgreSQL database in an existing deployment
l Restore the PostgreSQL database on a new server
l Check your system after the upgrade
l Troubleshooting the upgrade

Prepare for the upgrade

Use this checklist to help you plan and prepare for your upgrade.

Check your WHD You must be running version 12.6 before upgrading to 12.8.5. Follow the
version instructions in Determine the upgrade path to the latest WHD version
based on the version you are currently using.

See Determine the upgrade path to the latest WHD version for details
about upgrading your deployment.

Review the Review the product release notes and available documentation in the
release notes Success Center.

Look for available Review Web Help Desk hotfixes to determine if additional updates must be
hotfixes applied to the application after upgrading.

Review the Make sure your environment includes all required hardware and software
system for your installations. Check the administrator guide for each product to
requirements locate the requirements.

Review the See WHD upgrade gotchas you should review for the latest information
Gotchas that may impact your upgrade.

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Review the Review your current product licenses and determine if you need to make
licenses any changes. You can download any updated license keys for your
upgrade through your Customer Portal. Verify any license upgrades and
needs with your SolarWinds account manager or contact SolarWinds
Support for assistance.

Do you need to You may need to migrate WHD to a new server running an identical or
migrate? disparate operating system. Check if you need to migrate by reviewing new
requirements, your products, and your current environment.

Migrating adds time to your upgrade, but you have the best
opportunity to update to new servers during an upgrade.

Do you plan to If you plan to enable Federal Information Processing Standard (FIPS) 140-2
enable FIPS 140-2 compliant cryptography, ensure that your WHD deployment meets all
cryptography? hardware and software requirements for a FIPS installation.

FIPS is required for computer systems installed in U.S. Federal

Government agencies and companies in a regulated industry (such
as healthcare and financial institutions) that share and distribute
sensitive but unclassified (SBU) information.

Gather credentials Locate the following credentials for your Microsoft SQL Server or
MySQL database:
l Database IP address or hostname
l Database name
l Username and password
l Local admin server credentials

If you plan to use the embedded PostgresQL database, decide on and

record a database name, username, and password for your new database.
You will also need your admin username and password.

Run all Windows Run all Microsoft Windows updates on your WHD server and all additional
updates web servers. If a Windows update runs during the upgrade, your system
may reboot as required by the operating system.

Schedule the Set up the maintenance window, preferably off-peak hours. Depending on
upgrade the number of products, size of database(s), and size of environment, you
may need an extended amount of time to complete the upgrade.

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Need to migrate If you migrated WHD to a new server and you are running the embedded
your PostgreSQL PostgreSQL database, restore the database on the new server.
database?
When the migration is completed, change the default
PostgreSQL database credentials.

Notify your Send a message to your company regarding the upgrade schedule and
company maintenance window. If you need additional help, contact and allocate
specific staff to be available.

Determine the upgrade path to the latest WHD version

The following sections provide the upgrade paths for a Federal Information Processing Standards
(FIPS) and non-FIPS deployment.

WHD 12.4 is the earliest supported version.

Upgrade path for a non-FIPS deployment

The following table lists the full non-FIPS upgrade paths from all supported WHD versions to the
latest version.

Important security updates are available for WHD. SolarWinds recommends all customers
upgrade to version WHD 12.8.3 Hotfix 3 or later.

If your deployment includes the embedded PostgreSQL database, upgrade to WHD 12.7.7 first
before you upgrade to the latest release.

WHD version Upgrade path

12.4 12.5.2 > 12.6 > 12.7.5 > 12.7.7 > 12.8.0 > 12.8.3 Hotfix 3 > 12.8.4

12.5.1 12.5.2 > 12.6 > 12.7.5 > 12.7.7 > 12.8.0 > 12.8.3 Hotfix 3 > 12.8.4

12.5.2 12.6 > 12.7.5 > 12.7.7 > 12.8.0 > 12.8.3 Hotfix 3 > 12.8.4

12.6 12.7.5 > 12.7.7 > 12.8.0 > 12.8.3 Hotfix 3 > 12.8.4

12.7.1

12.7.2

12.7.3

12.7.4

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WHD version Upgrade path

12.7.5 12.7.7 > 12.8.0 > 12.8.3 Hotfix 3 > 12.8.4

12.7.6

12.7.7 12.8.0 > 12.8.3 Hotfix 3 > 12.8.4

12.7.8

12.7.10

12.7.11

12.7.12

12.7.13

12.8.0 12.8.3 Hotfix 3 > 12.8.4

12.8.1

12.8.2

12.8.3

12.8.3 Hotfix 1

12.8.3 Hotfix 2

12.8.4 12.8.4

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 Determine the upgrade path to the latest WHD version

Upgrade path for a FIPS deployment

The following table lists the full FIPS upgrade paths from all supported WHD versions to the latest
version.

Important security updates are available for WHD. SolarWinds recommends all customers
upgrade to version WHD 12.8.3 Hotfix 3 or later.

WHD version Upgrade path

12.4 12.5.2 > 12.6 > 12.7.2 > 12.7.5 > 12.7.7 > 12.8.0 > 12.8.1 > 12.8.3
Hotfix 3 > 12.8.4

12.5.1 12.5.2 > 12.6 > 12.7.2 > 12.7.5 > 12.7.7 > 12.8.0 >12.8.1 > 12.8.3 Hotfix
3 > 12.8.4

12.5.2 12.6 > 12.7.2 > 12.7.5 > 12.7.7 > 12.8.0 >12.8.1 > 12.8.3 Hotfix 3 >
12.8.4

12.6 12.7.2 > 12.7.5 > 12.7.7 > 12.8.0 > 12.8.1 > 12.8.3 Hotfix 3 > 12.8.4

12.7.1 12.7.2 > 12.7.5 > 12.7.7 > 12.8.0 > 12.8.1 > 12.8.3 Hotfix 3 > 12.8.4

12.7.2 12.7.5 > 12.7.7 > 12.8.0 > 12.8.1 > 12.8.3 Hotfix 3 > 12.8.4

12.7.3

12.7.4

12.7.5 12.7.7 > 12.8.0 > 12.8.1 > 12.8.3 Hotfix 3 > 12.8.4

12.7.6

12.7.7 12.8.0 > 12.8.1 > 12.8.3 Hotfix 3 > 12.8.4

12.7.8

12.7.10

12.7.11

12.7.12

12.7.13

12.8.0 12.8.1 > 12.8.3 Hotfix 3 > 12.8.4

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 Upgrade gotchas you should review

WHD version Upgrade path

12.8.1 12.8.3 Hotfix 3 > 12.8.4

12.8.2

12.8.3

12.8.3 Hotfix 1

12.8.3 Hotfix 2

12.8.4 12.8.4

Upgrade gotchas you should review

This section lists gotchas that may impact your upgrade.

General
l You must be running at least WHD 12.6 or later to upgrade to the latest WHD version. See
Determine the upgrade path to the latest WHD version and Prepare for the upgrade for details
about upgrading a FIPS and non-FIPS deployment.
l Verify that you have enough hard drive space for zipped and unzipped installers. One unzipped
installer can consume a couple gigabytes of space.
l Ensure that your WHD deployment supports the required resources. Enabling FIPS 140-2
compliant cryptography requires careful planning and coordination with IT management and
corporate personnel for a successful implementation. Review the FIPS installation requirements
in the WHD Administrator Guide to ensure you have the appropriate amount of time, hardware,
software, and resources for your deployment.

After you enable FIPS 140-2 compliant cryptography in your deployment, you cannot
revert back to your previous configuration.

FIPS 140-2 compliant cryptography is not recommended in a multiple-instance

environment.

l If you are upgrading from a version prior to WHD 12.6, you may want to install a new product
instead of performing an upgrade, saving or migrating your data. SolarWinds Support can
provide the best advice for these upgrade scenarios.

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 Upgrade gotchas you should review

l Ensure that all techs have Tech and Client accounts to access WHD. All techs must access
their tech account using their client account or their WHD tech user name and password (which
can be reset using the secure password reset logic). See this article for details.
l Consider updating your web browser with the latest updates and patches. This will prevent any
issues with using WHD after the upgrade.
l If you added code, such as .jar files provided by Technical Support, the code may be overwritten
during the upgrade.
l If you integrated WHD in an SolarWinds Platform deployment, check the integrated alert to the
monitored source. In some cases, the alert may break after you upgrade your SolarWinds
Platform software.

Database
l Beginning in WHD 12.7.7, PostgreSQL 13.3 is required for all deployments configured with an
embedded PostgreSQL database. If you are running WHD 12.7.5 or 12.7.6 with a supported
PostgreSQL 9.x database, upgrade to WHD first before you upgrade to the latest release.
See How to upgrade Web Help Desk to version 12.7.7 using PostgreSQL as the database for
upgrade instructions.
l If a message displays in the web console after the upgrade prompting you to change the default
credentials. see change the default PostgreSQL SQL database credentials for details.
l If you are running WHD 12.7.6 or earlier with an embedded PostgreSQL database, upgrade to
WHD 12.7.7 first. See How to upgrade Web Help Desk to version 12.7.7 using PostreSQL as the
database for instructions. When you are finished, upgrade to the latest version.

If you are located outside the continental United States, contact Technical Support for
assistance with upgrading to WHD 12.7.7 with an embedded PostgreSQL database.

l If you are upgrading to WHD 12.7.1 or later with a MySQL database, the installer replaces
Oracle Java with the Open Java Development Kit (OpenJDK). This update modifies the Web
Help Desk home directory structure, deleting the previous MySQL JDBC driver directory. To
prevent errors in the application, reinstall the MySQL JDBC driver to the new directory after you
complete the upgrade. See Install the MySQL JDBC driver for details.
l If you are upgrading from WHD 12.7.0 to WHD 12.7.1 or later with a Microsoft SQL Server
database and the installer generates an error, rerun the install as an administrator and select
Upgrade/Repair when prompted.
l If you are upgrading to WHD 12.7.12, you will be prompted to re-enter your database
credentials, including the database name, username, and password. Locate your database
credentials before you perform the upgrade.

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 Prepare your WHD environment to upgrade

l If you are migrating your database using a third-party tool, contact the tool vendor for
assistance.
l If you are migrating your PostgreSQL database to a new server, restore the database after you
upgrade WHD to the latest version. You can also back up and restore the PostgreSQL database
using a command line. If a Backup Failed error displays, see this KB article to resolve the issue.
l If your deployment requires database management features such as failover clusters, use any
supported DBMS except the embedded PostgreSQL database included with WHD. Failover
clusters are not available with the embedded PostgreSQL database.

Error messages
l If you receive an error stating that WHD cannot connect to the database, see this KB article.
l If you receive an error stating that the host name does not match the certificate subject
provided by the peer, see this KB article.
l If you upgrade WHD on a Linux server and a 404 error displays in the browser, the hostname
may not be assigned correctly to the server. See this KB article for details.

Prepare your WHD environment to upgrade

When you are ready to upgrade, complete the steps in this section. They include the common actions
you need to complete before upgrading products.

If you have a test or staging environment, SolarWinds recommends testing the upgrade first.
You cannot roll back an installation once completed.

1. Back up the Back up your WHD SolarWinds SQL database. If you need help, please
database check your vendor's site for documentation and instructions.

You cannot roll back an upgrade. Always create a database backup.

2. Exclude files on To ensure the best performance on your server host and provide full file
anti-virus software access, exclude specific file paths and directories from anti-virus software
scans.

You can also place your systems behind a firewall to completely

disable your anti-virus software during an upgrade.

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 Upgrade WHD to the latest version

Upgrade WHD to the latest version

This section describes how to upgrade WHD from a currently-supported version to the latest version.
Be sure to determine your upgrade path before you get started.

Upgrading WHD may add new database tables, but the procedure does not impact your database and
database table data. See Database migration options for details.

See a list of available WHD Hotfixes located on the SolarWinds Support website.

Prepare for the upgrade

1. See the upgrade gotchas to troubleshoot errors that may appear during the upgrade.
2. If you have a test or staging environment, SolarWinds recommends testing the upgrade first.
You cannot roll back an installation once it is completed.
3. Review the instructions below for upgrading a non-FIPS and FIPS deployment.

Prepare to upgrade a non-FIPS deployment

If you are running WHD 12.7.6 or earlier with an embedded PostgreSQL database, upgrade to WHD
12.7.7 first. See How to upgrade Web Help Desk to version 12.7.7 using PostreSQL as the database
for instructions. When you are finished, upgrade to the latest release. See Upgrade with FIPS disabled
for instructions.

If you are located outside the continental United States, contact Technical Support for assist-
ance with upgrading to WHD 12.7.7 with an embedded PostgreSQL database.

If you are running WHD 12.7.6 or earlier with a MySQL or Microsoft SQL Server database, upgrade to
the latest release. See Upgrade with FIPS disabled for instructions. During the upgrade, you can
enable FIPS, if desired.

If you are running WHD 12.7.7 with an embedded PostgreSQL database, verify that you upgraded the
PostgreSQL database to version 13.3. See How to upgrade Web Help Desk to version 12.7.7 using
PostreSQL as the database for instructions. When you are finished, upgrade to the latest release. See
Upgrade with FIPS disabled for instructions.

If you are running WHD 12.7.7 with a MySQL or Microsoft SQL Server database, upgrade to the latest
release. See Upgrade with FIPS disabled for instructions. During the upgrade, you can enable FIPS, if
desired.

If you are upgrading to WHD 12.7.12, you will be prompted to re-enter your database credentials,
including the database name, username, and password. Locate your database credentials before you
perform the upgrade.

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 Upgrade WHD to the latest version

Prepare to upgrade a FIPS deployment

If you are running WHD 12.7.6 or earlier, upgrade to WHD 12.7.7 first. When you are finished, upgrade
to the latest release. See Upgrade with FIPS enabled for instructions.

If you are running WHD 12.7.7, upgrade to the latest release. See Upgrade with FIPS enabled for
instructions.

If you are upgrading to WHD 12.7.12, you will be prompted to re-enter your database credentials,
including the database name, username, and password. Locate your database credentials before you
perform the upgrade.

Perform the upgrade

This section describes how to upgrade your WHD FIPS or non-FIPS or FIPS deployment to the latest
release.

See Web Help Desk Previous Version Documentation to access installation and administrator
guides for WHD 12.5.2 and later. See System requirements for a list of supported Microsoft
SQL Server, MySQL, and PostgreSQL databases.

Upgrade Web Help Desk non-FIPS

Perform the following steps to upgrade WHD with FIPS currently disabled in your deployment. If
required, you can enable FIPS during the upgrade.

The upgrade procedure replaces the tomcat_web_template.xml file with an updated file that
includes the new version settings.

1. Back up your data.

a. Back up your WHD server.

b. Back up any database server associated with WHD.
If you have an embedded PostgreSQL database, navigate to <WebHelpDesk> and back up
the pgsql9 directory to a safe location.
c. Navigate to <WebHelpDesk>\conf\ and back up your current tomcat_web_
template.xml file to an external directory.

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 Upgrade WHD to the latest version

2. Get the installer.

a. Log in to the Customer Portal.
b. Click Downloads > Download Product.
c. Click the Products drop-down menu and select Web Help Desk (WHD).
d. Click the Licenses drop-down menu and select a license.
e. Download the WHD 12.8.5 installer for your operating system.
f. Save the installer to your WHD server.
g. Click Account > Log out to exit the Customer Portal.
3. Stop the WHD service.
4. Double-click the new WHD installer.
5. When prompted, accept the upgrade terms.
6. Follow the instructions on the setup screens and complete the installation part of the upgrade
You will be prompted to accept upgrade of the database, select continue.

Do not initialize the database.

7. When the upgrade is completed, close all web browsers.

For macOS 10.13.x only: If your WHD server is running macOS 10.13.x (High Sierra), turn
off GNU zip (gzip) compression in the Apache Tomcat server template file. See this
KB article for details.

(Optional) Increase the Java Virtual Machine (JVM) memory. WHD requires additional
max heap memory than the JVM default. After you complete the upgrade, increase the
MAXIMUM_MEMORY value in the whd.conf file. See this article for details.

PostgreSQL database only:

l If you migrated WHD to a new server, restore the embedded PostgreSQL database
on the new host server.
l Change the default PostgreSQL database credentials. This step is required to
access Web Help Desk after the database upgrade.

8. Log in to the WHD Administrator Console as an administrator.

9. Check all Tech accounts.

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 Upgrade WHD to the latest version

If you recently upgraded from WHD 12.5.2, ensure that all Techs can access their Tech account
through their Client account or their WHD tech user name and WHD password.

Upgrade Web Help Desk FIPS enabled

Perform the following steps to upgrade WHD with FIPS currently enabled in your deployment.

The upgrade procedure replaces the tomcat_web_template.xml file with an updated file that
includes the new version settings.

1. Back up your data.

a. Back up your WHD server.
b. Back up any database server associated with WHD.
If you have an embedded PostgreSQL database, navigate to <WebHelpDesk> and back up
the pgsql9 directory to a safe location.
c. Navigate to <WebHelpDesk>\conf\ and back up current versions of these files to an
external directory:
l \WebHelpDesk\conf\cacerts.bcfks
l \WebHelpDesk\conf\keystore.bcfks

l \WebHelpDesk\conf\tomacat_server_template.xml

l \WebHelpDesk\bin\jre\conf\security\java.security

l \WebHelpDesk\bin\wrapper\conf\wrapper_template.conf

2. Get the installer.

a. Log in to the Customer Portal.

b. Click Downloads > Download Product.
c. Click the Products drop-down menu and select Web Help Desk (WHD).
d. Click the Licenses drop-down menu and select a license.
e. Download the WHD 12.8.5 installer for your operating system.
f. Save the installer to your WHD server.
g. Click Account > Log out to exit the Customer Portal.
3. Stop the WHD service.
4. Double-click the new WHD installer.

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 Upgrade WHD to the latest version

5. When prompted, accept the upgrade terms.

Follow the instructions on the setup screens and complete the installation part of the upgrade
You will be prompted to accept upgrade of the database, select continue.

When the installer is completed, do not initialize the database.

6. When the upgrade is completed, stop the WHD service.

7. Update the FIPS configuration files.
8. Navigate to <WebHelpDesk>/conf/additional/fips.
9. Open the WebHelpDesk - clean install directory.
10. Navigate to <WebHelpDesk>.
11. Paste the files to the root directory, overwriting all targeted directories as prompted.
If you have an embedded PostgreSQL database, paste the files to the <WebHelpDesk>\pgsql9
directory.
12. Start the WHD service.
13. Open WHD.
The application locates and upgrades your database.
Next, the Login page displays.
14. Log in to WHD.
15. Complete the upgrade.

Upgrade WHD - Linux

1. Create a backup of your WHD database.
2. Log in to the SolarWinds Customer Portal .
3. Click Downloads > Download Product.
4. Click the Products drop-down menu and select Web Help Desk (WHD).
5. Download webhelpdesk-version.rpm.gz
6. Using WinSCP and the server's admin credentials, transfer the webhelpdesk-version.rpm.gz file
to the server.
7. Open an SSH client (such as PuTTY or Solar-PuTTY ) and connect to the server.
8. Extract the compressed file using the following command:

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 Upgrade WHD to the latest version

sudo gunzip webhelpdesk-version.rpm.gz

9. Verify that you are in the directory where you transferred the .rpm file.

If you logged in as admin, the directory is /home/admin, or if you logged in as root, then
the directory is /root.

If you are using MySQL database, you may need to install the MySQL Java Database
Connectivity (JDBC) driver before restarting Web Help Desk, as it may have been deleted
during the upgrade process. See WHD error: Unable to connect to database for details.

10. Enter the following upgrade command:

sudo rpm -Uvh webhelpdesk-version.rpm

11. Stop WHD.

12. Run this RPM command:
run /usr/local/webhelpdesk/whd stop

13. Restart WHD using the following commands:

l sudo service webhelpdesk stop

l sudo service webhelpdesk start

14. Log in to the Web Help Desk Administrator Console. The console prompts you for a database
update. Wait a few minutes to fully start Web Help Desk and then proceed with the database
update.

Complete the upgrade

Reauthorize the incoming mail account, outgoing mail account, and the optional Orion Platform
integration to incorporate the updated database connection settings.

1. Reauthorize the incoming mail accounts configuration.

a. Click Setup > email > Incoming Mail Accounts.
b. In the email Account column, click your primary incoming mail account.
For example:

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 Upgrade WHD to the latest version

c. In the Authentication Mode field under Client Secret, click Reauthorize.

d. Click Save.
The OAuth authentication mode is reauthorized.
2. Reauthorize the outgoing mail account on the SMTP server.
a. Click Setup > email > Outgoing Mail Accounts.
b. In the Outgoing Mail Accounts column, click your primary outgoing mail account.
c. In the SMTP Password field, re-enter your SMTP password.

d. Click Save.
Your outgoing email account is re-authorized for your outgoing email. Additionally, this
option is required to integrate your WHD calendar with Google Gmail or Microsoft
Exchange.
3. (Orion Platform integrations only) Verify the Orion Platform integration.
a. Verify that you can receive alerts from the Orion Platform.
See Test the alert filtering rules for instructions.

b. Click Setup > Assets > Discovery Connections.

c. Under Asset Discovery Connections, click a connection.
d. Re-apply the password, verify that the discovery connection is set up correctly, and then
click Save.
e. Repeat step b through step d for each additional discovery connection.
f. Click Setup > Clients > AD/LDAP Connections.
g. In the Connections column, click an LDAP connection.
h. Verify that the connection is set up correctly, and then click Save.
4. Complete the upgrade checklist.

After you have performed all steps in the upgrade checklist, your upgrade is complete.

Installation and Upgrade Guide: Web Help Desk page 120

 Upgrade the PostgreSQL database in an existing deployment

Upgrade the PostgreSQL database in an existing deployment

If you are upgrading WHD from version 12.7.6 and earlier, you can upgrade your existing
PostgreSQL database to version 13.3 using the database upgrade utility included with the WHD 12.8.5
release. When you run the utility, it stops the PostgreSQL service, upgrades the database to version
13.3, and then restarts the PostgreSQL service. When the upgrade is completed, the utility
automatically opens WHD, allowing you to log in to the application.

When you run the utility on a system running Microsoft Windows, the utility creates a new local user
named PostgreWHD in the Computer Management > Local Users and Groups > Users directory. This
user role is integrated with the PostgreSQL 13.3 upgrade configuration and cannot be deleted.

The default whd role is deleted during the upgrade procedure. This ensures that all unauthorized
users cannot access the database.

Before you upgrade

Perform the following mandatory procedures on the WHD system:

1. Back up your WHD database.

a. Log in to WHD as an administrator.
b. Click Setup > Database.
c. In the Database Connection window, click Backup Now.
2. Change the default PostgreSQL database credentials.
The upgrade procedure deletes the default whd user in WHD. Before you upgrade to PostgreSQL
13.3, be sure to change your default PostgreSQL database credentials. Otherwise, you cannot
log in to WHD after the upgrade.

Perform the upgrade

Run the upgrade utility based on your Windows, Linux, or macOS operating system. When the upgrade
is completed, the utility creates an upgrade.output.log file that lists the actions taken during the
upgrade procedure. You can access the log file in the <WebHelpDesk>/log directory.

Upgrade the database on a Windows system

Perform the following steps on a WHD server running a supported Microsoft Windows or Windows
Server operating system.

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 Upgrade the PostgreSQL database in an existing deployment

1. Log in to the WHD server as a local administrator.

2. If the host system is not running Windows Server 2012 R2, go to step 3.
If the host system is running Windows Server 2012 R2, download Windows Management
Framework (WMF) 5.1 from the Microsoft Download Center and install the software on your
system.
3. Navigate to the <WebHelpDesk>>\bin folder.
The default location is:
\Program Files\WebHelpDesk>\bin

4. Run the upgradeDatabase.bat file.

A PowerShell window displays the upgrade process. Multiple command windows may also
display during the upgrade.
When the process is completed, the WHD interface displays a message, stating that the
embedded PostgreSQL database is up to date.
5. Click Continue.
When the upgrade is completed, WHD opens.
6. In the Log In window, enter your administrator credentials, and then click Log In.

The WHD web console displays on the screen.

Upgrade the database on a Linux system

Perform the following steps on a WHD server running a supported Red Hat Enterprise Linux (RHEL),
CentOS, or Fedora operating system.

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 Upgrade the PostgreSQL database in an existing deployment

1. Log in to the WHD server as a local administrator.

2. Open a Command window.
3. Log in as root.
4. Run the databaseUpgrade utility located in the <WebHelpDesk>/bin directory.
In the Command window, execute:
sudo /usr/local/webhelpdesk/bin/databaseUpgrade

The Command window displays the upgrade process.

When the process is completed, the WHD interface displays a message, stating that the
embedded PostgreSQL database is up to date.
5. Click Continue.
When the upgrade is completed, WHD opens.
6. In the Log In window, enter your administrator credentials, and then click Log In.

The WHD web console displays on the screen.

Upgrade the database on a macOS system

Perform the following steps on a WHD server running a supported macOS operating system.

1. Log in to the WHD server as a local administrator.

2. Using the Finder, navigate to Applications > Utilities > Terminal and open the Terminal
application.
3. In the Terminal window, log in as root.

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 Upgrade the PostgreSQL database in an existing deployment

4. Modify the kernel parameters to allocate additional shared memory to the new PostgreSQL
database. This will prevent database errors when the utility initializes the database.
Execute:
sysctl -w kern.sysv.shmmax=33554432

sysctl -w kern.sysv.shmmin=1

sysctl -w kern.sysv.shmmni=256

sysctl -w kern.sysv.shmseg=64

sysctl -w kern.sysv.shmall=8192

5. Navigate to the <WebHelpDesk>/bin directory.

The default location is:
/Library/WebHelpDesk/bin

6. Run the databaseUpgrade utility.

The Terminal window displays the upgrade process.
When the process is completed, the WHD interface displays a message, stating that the
embedded PostgreSQL database is up to date.
7. Click Continue.
When the upgrade is completed, WHD opens.
8. In the Log In window, enter your administrator credentials, and then click Log In.

The WHD web console displays on the screen.

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 Restore the PostgreSQL database on a new server

Restore the PostgreSQL database on a new server

You can migrate WHD to a new server running an identical or disparate operating system when
required. If WHD is connected to an embedded PostgreSQL database, restore the embedded
PostgreSQL database on the new host server.

You can restore the database by performing the following procedure or executing a command. You
can also Restore the database for macOS.

1. Log in to the new WHD host server as an administrator.

2. Copy the backup file from the old server to the new server.
3. Stop WHD on the new server.
4. On your WHD server, open the Apps page and click Services.
5. In the Services window, ensure that one of the following services is running and displays in the
list:
l Web Help Desk PostgreSQL Embedded Database
l PostgreSQL Embedded Database

To start the service, right-click the service and select Start.

6. Navigate to your <WebHelpDesk> directory.

l macOS: /Applications/WebHelpDesk
l Microsoft Windows: \Program Files\WebHelpDesk
l Linux: /usr/local/webhelpdesk
7. Navigate to pgsql9\bin and double-click pgAdmin3.

8. In the pgAdmin3 window, click File > Add Server.

9. Add the following information in the window:
l Name: WHDDB
l Host: localhost
l Port: 20293
l Maintenance DB: postgres
l Username: whd
l Password: whd
10. In the Guru Hint window, click OK.
11. Expand Databases.

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 Check your WHD system after the upgrade

12. Right-click whd and select Delete/Drop from the menu.

13. In the Guru Hint window, click Yes, and then click OK.
14. Right-click Databases and select New Database.
15. Set the following:
l Name: whd
l Owner: whd
16. Right-click whd and select Restore.
17. Navigate to the backup file that you copied from the old server, and then click Restore.
18. Start WHD on the new server.

Restore the database by executing a command

You can use the following command to restore the PostgreSQL database:

pg_restore -Fc -h 127.0.0.1 -p 20293 -U whd -d whd <path_to_whd_backup_file>

where:
l -h is the target host.
l -p is the port number.
l -U is the user name being used.
l -d is the target database name.

Check your WHD system after the upgrade

Log in to WHD and verify that the application is running the updated version. If you enabled Federal
Information Processing Standards 140-2 (FIPS 140-2) in your deployment, verify that FIPS is enabled
in Setup.

When you are finished, access the new features included with the upgrade and check the
performance and expected functionality. See the Release Notes for a list of features included with the
upgrade. If you run into issues, check the troubleshooting tips.

Log in to WHD
Make sure you can log in to the application. If you experience an issue or cannot log in, see
Troubleshoot the WHD upgrade for assistance.

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 Troubleshoot the WHD upgrade

Check the updated version

Log in to WHD and verify the version displayed in the web console footer. For example, when you
upgrade to version 12.7.7, this version displays in the footer.

Verify that FIPS is enabled

1. Log in to WHD as an administrator.
2. Click Setup > General > Authentication.
3. In the FIPS Compliant Cryptography field, verify that Enabled displays in the field with a green
icon. This indicates that WHD is using cryptographic algorithms that are compliant with the FIPS
140-2 standard.

If the cryptographic algorithms are not compliant with the FIPS 140-2 standard, Disabled
displays in the field with a red icon.

If FIPS is disabled after the upgrade, contact Technical Support for assistance.

Troubleshoot the WHD upgrade

Below are issues you may encounter during the upgrade and how to troubleshoot each issue.

General
l If you experience issues and you are not running the latest product versions, SolarWinds
recommends completing a full upgrade.
l Check our Success Center for troubleshooting. Search for the product name, version number,
any error codes or messages displayed, and the general issue you found.
l Check your Customer Portal for any new hot fixes.

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 Troubleshoot the WHD upgrade

Error messages
l If WHD displays Error 404 after the upgrade, the installer was not unlocked properly or WHD
cannot load a specific JAR file. See this article for details.
l If WHD displays Error 404 after you change the default port to port 80, see this article for
troubleshooting.
l If WHD displays 403 Forbidden error when you access the WHD console, see this article for
troubleshooting.
l If WHD displays An update to the help desk is in progress, verify that your database
update is completed. See this article for details.
l If WHD displays a java.lang.IllegalStateException error after the upgrade, the
application may require additional max heap memory than the JVM memory default. See this
article for details.

Other issues
l If your FAQs fail to load after the upgrade, you may be running outdated Apache Tomcat
libraries. See this article for details.
l If you cannot access WHD using your current Web browser, see this article for troubleshooting.
l If LDAP fails to connect when initiating a connection from the WHD server to the LDAP server,
see this article for troubleshooting.
l If you have an issue that requires additional help, contact SolarWinds Technical Support.
SolarWinds recommends creating a screenshot of the issue and collecting any error codes you
receive. Attach and add this information to your ticket. You may also want to gather additional
diagnostics on the system hosting WHD.

Database
Restore the PostgreSQL database
If you need to restore your embedded PostgreSQL database on a new server after the upgrade, see
this article for details.

Unable to log in to WHD after upgrading the PostgreSQL database

When you upgrade WHD with a PostgreSQL 13.3 database, the upgrade procedure deletes the default
whd user. If you do not change the default PostgreSQL database credentials prior to the upgrade, you
cannot log in to WHD after the upgrade.

To resolve this issue, restore the whd user role in the PostgreSQL database to an alternate role on the
WHD server running Microsoft Windows, Linux, or macOS.

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 Troubleshoot the WHD upgrade

Microsoft Windows

Perform the following steps to restore the whd user role to an alternate role on a WHD server running
a Windows operating system.

1. Close WHD.
2. Open File Explorer and navigate to the PostgreSQL data folder located at:
<WebHelpDesk>>\pgsql13\data

3. Locate and open the pg_hba.conf file in a text editor (such as Notepad).
4. Locate the following line in the file:

host all all 127.0.0.1/21 md5

5. Change md5 to trust.

host all all 127.0.0.1/21 trust

6. Save and close the file.

7. Restart the PostgreSQL 13.3 service.
Open a command prompt window and execute:
net stop PostgreSQL13ServiceWHD && net start PostgreSQL13ServiceWHD

8. Log in to the PostgreSQL database.

In the command prompt window, execute:
<WebHelpDesk>>\pgsql13\bin\psql -h 127.0.0.1 -p 20293 -U whd postgres

The current PostgreSQL database version displays, along with information on how to access
help.
A new prompt displays, indicating that you are logged in to the database.

postgres=#

9. Set a new password for the whd role.

In the command prompt window, execute:
ALTER ROLE "whd" WITH PASSWORD '[Password]';

where [Password] is your chosen whd role password.

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 Troubleshoot the WHD upgrade

If the password change is successful, the following message displays:

ALTER ROLE

10. Exit the PostgreSQL database.

In the command prompt window, execute:
\q

11. Open File Explorer and navigate to the PostgreSQL data folder located at:
<WebHelpDesk>>\pgsql13\data

12. Locate and open the pg_hba.conf file in a text editor (such as Notepad).
13. Locate the following line:

host all all 127.0.0.1/21 trust

14. Change trust back to md5.

host all all 127.0.0.1/21 md5

15. Restart the PostgreSQL service.

Open a command prompt window and execute:
net stop PostgreSQL13ServiceWHD && net start PostgreSQL13ServiceWHD

16. Restart WHD.

Open a command prompt window and execute:
<WebHelpDesk>>\whd stop && <WebHelpDesk>>\whd start

17. Open WHD.

18. If the wizard does not display, go to the next step.
If the wizard displays, enter the username, admin name, and corresponding passwords.
a. In the Database Name field, enter whd.
b. In the Username field, enter whd.

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c. In the Password field, enter the whd password you configured in a previous step.
d. In the Admin username field, enter whd.
e. In the Admin password field, enter the whd password you configured in a previous step.
19. Click Next.
WHD connects to the PostgreSQL database using the whd user credentials.
If successful, the loading page displays.
The upgrade is completed.

Linux

Perform the following steps to restore the whd user role to an alternate role on a WHD server running
a Red Hat Enterprise Linux (RHEL), CentOS, or Fedora operating system.

1. Log out of WHD

2. Log in to the WHD server as root.
3. Open a Command window and navigate to the PostgreSQL data folder located at:
<webhelpdesk>>/bin/pgsql13/data

The default location is:

/usr/local/webhelpdesk/bin/pgsql13/data

4. Locate and open the pg_hba.conf file in a text editor (such as Notepad).
5. Locate the following line in the file:

host all all 127.0.0.1/21 md5

6. Change md5 to trust.

host all all 127.0.0.1/21 trust

7. Save and close the file.

8. Restart the PostgreSQL 13.3 service.
In the Command window, execute:
sudo systemctl stop PostgreSQL13ServiceWHD.service

sudo systemctl start PostgreSQL13ServiceWHD.service

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9. Log in to the PostgreSQL database.

In the Command window, execute:
<WebHelpDesk>>/pgsql13/bin/psql -h 127.0.0.1 -p 20293 -U whd postgres

The current PostgreSQL database version displays, along with information on how to access
help.
A new prompt displays on the screen, indicating that you are logged in to the database.

postgres=#

10. Set a new password for the whd role.

In the Command window, execute:
ALTER ROLE "whd" WITH PASSWORD '[Password]';

where [Password] is your chosen whd role password.

If the password change is successful, the following message displays on the screen:

ALTER ROLE

11. Exit the PostgreSQL database.

In the Command window, execute:
\q

12. Navigate to the PostgreSQL data folder.

<WebHelpDesk>>\pgsql13\data

13. Locate and open the pg_hba.conf file in a text editor (such as Notepad).
14. Locate the following line:

host all all 127.0.0.1/21 trust

15. Change trust back to md5.

host all all 127.0.0.1/21 md5

16. Restart the PostgreSQL service.

In the Command window, execute:

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 Troubleshoot the WHD upgrade

sudo systemctl stop PostgreSQL13ServiceWHD && net start

PostgreSQL13ServiceWHD

17. Restart WHD.

In the Command window, execute:
<WebHelpDesk>>\whd stop && <WebHelpDesk>>\whd start

18. Open WHD.

19. If the wizard does not display, go to the next step.
If the wizard displays on the screen, enter the username, admin name, and corresponding
passwords.
a. In the Database Name field, enter whd.
b. In the Username field, enter whd.
c. In the Password field, enter the whd password you configured in a previous step.
d. In the Admin username field, enter whd.
e. In the Admin password field, enter the whd password you configured in a previous step.
20. Click Next.
WHD connects to the PostgreSQL database using the whd user credentials.
If successful, the loading page displays on the screen.
The upgrade is completed.

macOS

Perform the following steps to restore the whd user role to an alternate role on a WHD server running
a macOS operating system.

1. Log out of WHD.

2. Log in to the WHD server as root.
3. In the Terminal window, navigate to the PostgreSQL data folder located at:
<webhelpdesk>>/pgsql13/data

The default location is:

/usr/local/webhelpdesk/pgsql13/data

4. Locate and open the pg_hba.conf file in a text editor (such as Notepad).

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5. Locate the following line in the file:

host all all 127.0.0.1/21 md5

6. Change md5 to trust.

host all all 127.0.0.1/21 trust

7. Save and close the file.

8. Restart the PostgreSQL 13.3 service.
In the Terminal window, execute:
sudo <webhelpdesk>> pg stop && sudo <webhelpdesk>>/pg start

9. Log in to the PostgreSQL database.

In the Terminal window, execute:
<WebHelpDesk>>/pgsql13/bin/psql -h 127.0.0.1 -p 20293 -U whd postgres

The current PostgreSQL database version displays on the screen, along with information on how
to access help.
A new prompt displays as well, indicating that you are logged in to the database.

postgres=#

10. Set a new password for the whd role.

In the Terminal window, execute:
ALTER ROLE "whd" WITH PASSWORD '[Password]';

where [Password] is your chosen whd role password.

If the password change is successful, the following message displays on the screen:

ALTER ROLE

11. Exit the PostgreSQL database.

In the Terminal window, execute:
\q

12. Navigate to the PostgreSQL data folder.

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<WebHelpDesk>>\pgsql13\data

13. Locate and open the pg_hba.conf file in a text editor (such as Notepad).
14. Locate the following line:

host all all 127.0.0.1/21 trust

15. Change trust back to md5.

host all all 127.0.0.1/21 md5

16. Restart the PostgreSQL service.

In the Terminal window, execute:
sudo systemctl stop PostgreSQL13ServiceWHD && net start
PostgreSQL13ServiceWHD

17. Restart WHD.

In the Terminal window, execute:
<WebHelpDesk>>\whd stop && <WebHelpDesk>>\whd start

18. Open WHD.

19. If the wizard does not display, go to the next step.
If the wizard displays on the screen, enter the username, admin name, and corresponding
passwords.
a. In the Database Name field, enter whd.

b. In the Username field, enter whd.

c. In the Password field, enter the whd password you configured in a previous step.
d. In the Admin username field, enter whd.
e. In the Admin password field, enter the whd password you configured in a previous step.
20. Click Next.
WHD connects to the PostgreSQL database using the whd user credentials.
If successful, the loading page displays on the screen.
The upgrade is completed.

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 Get help after you install WHD

Get help after you install WHD

After you install WHD, several resources are available to help you get started.

Read the WHD Getting Started Guide first to learn how to use the product. This guide explains how to
configure your environment, generate an inventory, update your systems, download and publish
updates, and generate reports.

Next, see the WHD Administrator Guide for details about the administrator console, inventory and
reporting, advanced configuration options, and frequently asked questions.

If you have questions, you can:

l Attend a live or on-demand class in one of our Virtual Classrooms.
l Search the SolarWinds Success Center for additional product documentation and knowledge
base (KB) articles.
l Interact with professionals on THWACK to find out how they are using WHD.

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