Upgrade to the latest WHD version

This section describes how to upgrade WHD from a currently-supported version to the latest version.

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.

Prepare for the upgrade

See the upgrade gotchas to troubleshoot errors that may appear during the upgrade.

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

Perform the upgrade

  1. Back up your data.
    1. Back up your WHD server.
    2. Back up any database server associated with WHD.
    3. Navigate to <WebHelpDesk>\conf\ and back up your current tomcat_web_template.xml file to an external directory.
    4. If you do not plan to enable FIPS, go to step 2.

      If you plan to enable FIPS:

      • Navigate to <WebHelpDesk>\bin and back up the nss-x64 directory to a safe location. This directory includes the Network Security Services (NSS) libraries required to enable FIPS.
      • >Navigate to <WebHelpDesk>\conf\additional and back up the fips-140-2 directory to a safe location. This directory includes files used to support a FIPS configuration.
  2. (Optional) Select a database that supports failover clusters.
  3. (SQL Server and MySQL only) Install the database management tools.

    If you use the non-embedded, non-default Microsoft SQL Server or MySQL as your primary database, install the database engine and management tools according to the instructions included with your software.

    Install the database 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.

  4. (MySQL only) Prepare the time zone tables.

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

    Beginning in version 12.5, you can search for tickets using two new qualifiers:

    • Due Date
    • First Call Resolution

    These qualifiers rely on data located in four MySQL system tables:

    • time_zone
    • time_zone_name
    • time_zone_transition
    • time_zone_transition_type

    These tables exist when you install MySQL in your deployment, but are not populated by default with data.

    WHD requires this data because Due Date and First Call Resolution qualifier logic is implemented from within the database. If the database is missing time zone data, these qualifiers will not work properly.

    Be sure to manually populate these system tables with time zone data. See the MySQL website 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.

  5. (New SQL Server implementation only) Enable TCP/IP.

    If you are migrating to Microsoft SQL Server for your primary database, configure the following settings in the SQL Server Configuration Manager.

    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
    TCP Dynamic Ports Blank
  6. (New SQL Server implementation only) Create and configure your database.

    If you are migrating to Microsoft SQL Server for your primary database, 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 and Windows Authentication Mode Enabled
    Login Name whd
    SQL Server Authentication: Password

    Enabled and configured

    SQL Server Authentication: 
    Enforce password policy
    Disabled
    SQL Server Authentication: 
    Enforce password expiration
    Disabled
    SQL Server Authentication: 
    User must change password at next login
    Disabled
    Database name whd
    Database owner whd
  7. (macOS only) Update your Oracle Java Database Connector (JDBC) driver (if applicable).

    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.

  8. Verify all Tech accounts. If you recently upgraded from WHD 12.5.2, ensure that:

    • All Techs have Client accounts (authenticated through LDAP) linked to their Tech accounts.
    • All Tech user names do not match any new or existing Client user names.
  9. Get the installer.
    1. Log in to the Customer Portal.
    2. Click Downloads > Download Product.
    3. Click the Products drop-down menu and select Web Help Desk (WHD).
    4. Click the Licenses drop-down menu and select a license.
    5. Download the WHD 12.7.3 installer for your operating system.
    6. Save the installer to your WHD server.
    7. Click Account > Log out to exit the Customer Portal.
  10. Stop the WHD service.

  11. Launch the installer.

    1. Double-click the new WHD installer.
    2. When prompted, accept the upgrade terms.
    3. Follow the prompts on your screen to complete the upgrade.

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

    4. If prompted, select vcredist_64.exe and install the Visual C++ Redistributable Packages for Visual Studio 2013 in your <WebHelpDesk> directory. The package components are required to run C++ applications in Visual Studio 2013 for a 64-bit environment.
    5. When the upgrade is completed, close all web browsers.
  12. If you do not plan to enable FIPS, go to the next step.

    If you plan to enable FIPS:

    1. Locate the nss-x64 and fips-140-2 directories you saved in step 1.
    2. Install the nss-x64 directory to the <WebHelpDesk>\bin directory.
    3. Install the fips-140-2 directory to the <WebHelpDesk>\conf\additional directory.
  13. Update the Apache Tomcat configuration file.

    1. Navigate to <WebHelpDesk>\conf\ and open your new tomcat_web_template.xml file in a text editor.
    2. Open your backup tomcat_web_template.xml file in a text editor.
    3. Apply your personal settings from the backup file to the new file.
    4. Save and close the new file.
    5. Close the backup file.
  14. (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.

  15. (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.

  16. If you are enabling FIPS, go to step 20.

    If are not enabling FIPS, start the WHD service.

  17. (PostgreSQL database only) If you migrated WHD to a new server, restore the embedded PostgreSQL database on the new host server.
  18. Log in to the WHD Administrator Console as an administrator.

  19. Check all Tech accounts.

    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.

  20. If you do not plan to enable FIPS, you are finished.

    If you plan to enable FIPS, enable your FIPS deployment.

    Go to Task 1 in Enable FIPS in an existing deployment located in the WHD Administrator Guide to continue the upgrade.

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