WHD 12.5.1 System Requirements

Last Updated: June 27, 2018

Supports: Web Help Desk 12.5.1

Important: These system requirements define the minimum requirements for Web Help Desk 12.5.1. For additional information about requirements, see the Web Help Desk 12.5.1 Release Notes.

Server hardware and software requirements

Hardware

See Port requirements for all SolarWinds Products for a list of all ports required for communication with Web Help Desk.

Component Requirements
CPU 64-bit Dual Core 3.0 GHz or faster
RAM

3 GB (up to 10 technicians)

Add 1GB for every 10 additional technicians

Hard Drive Space 20 GB
Application Ports

8443 (default)

20293 (Embedded PostgreSQL)

Operating system

If you are upgrading your Web Help Desk server to macOS 10.13.x (High Sierra), some Tomcat web applications will fail. See Tomcat web applications fail after upgrading to macOS 10.13.x (High Sierra) for a workaround.

Platform Supported Versions
Microsoft Windows Server

Windows Server 2008 R2 (64-bit)

Windows Server 2012 (64-bit)

Windows Server 2012 R2 (64-bit)

Windows Server 2016

Microsoft Windows

(Trial evaluation only)

Windows 7 (64-bit)

Windows 8.1 (64-bit)

Windows 10 (64-bit)

macOS

10.11.0 (El Capitan)

10.12.0 (Sierra)

Red Hat® Enterprise Linux (RHEL)

RHEL 6.5 (64-bit)

RHEL 7.0 (64-bit)

CentOS™

CentOS 6.5 (64-bit)

CentOS 7.0 (64-bit)

Fedora™

Fedora 24 (64-bit)

Fedora 25 (64-bit)

Oracle Java Version 8.0

Web browser

Due to frequent Google Chrome v32 and Mozilla Firefox v32 updates, check the SolarWinds support website for the latest information about compatibility issues between these web browsers and the latest version of Web Help Desk.

Type Supported versions
Google Chrome Latest version
Mozilla Firefox Latest version
Microsoft Internet Explorer (IE)

IE 10

IE 11

Do not enable Enterprise Mode on IE This setting forces IE to emulate version 7, which is not supported.

Apple Safari

Safari 9

Safari 10

Microsoft Edge Latest version

Web server requirements

The following table lists the supported web server for Web Help Desk.

Product Version
Apache Tomcat 7.0.77

Server sizing requirements

Use the following sections to determine the requirements for your Web Help Desk deployment size.

Deployments with fewer than 20 techs

If your deployment will support 20 tech sessions or fewer, you can run Web Help Desk on a system with:

  • A supported 32-bit operating system
  • A 32-bit Java Virtual Machine (JVM)
  • 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.

Deployments with more than 20 techs

If your deployment will support more than 20 tech sessions, SolarWinds recommends installing Web Help Desk on a system running:

  • A supported 64-bit operating system
  • A 64-bit JVM
  • 3GB RAM for 20 tech sessions plus 1GB RAM for each additional 10 tech sessions

Configuring the JVM

To increase the max heap memory on a JVM, edit the MAXIMUM_MEMORY option in the WebHelpDesk/conf/whd.conf file.

For other operating systems, install your own JVM and then update the JAVA_HOME option in the WebHelpDesk/conf/whd.conf file to point to your Java installation.

SolarWinds product integration requirements

The following table lists the SolarWinds products that integrate with Web Help Desk.

Supported product Version
SolarWinds Orion platform Version 2017.1 and later
SolarWinds Network Performance Monitor (NPM) NPM 12.0.1
SolarWinds Server and Application Monitor (SAM)

SAM 6.2.4

SAM 6.5

SolarWinds Network Configuration Monitor (NCM) NCM 7.5
DameWare Mini Remote Control (MRC) DameWare MRC 12.0

Database requirements

Web Help Desk uses an embedded PostgreSQL database as its standard database. The following table lists the supported databases.

Database Supported versions
PostgreSQL

PostgreSQL 9.2

PostgreSQL 9.3.2

PostgreSQL 9.4

PostgreSQL 9.6

MySQL

MySQL 5.6

MySQL 5.7

Microsoft SQL Server

SQL Server 2008 R2 SP3

SQL Server 2012 SP1

SQL Server 2014

For optimal external database performance, run Web Help Desk and a supported external database on separate servers.

Embedded database migration requirements

Web Help Desk does not support a FrontBase database. To automatically upgrade an embedded FrontBase database to an embedded PostgreSQL database, upgrade your software to Web Help Desk v12.0.0 and then upgrade to the latest version.

External FrontBase databases must be manually migrated to the embedded PostgreSQL database.

To ensure that the Web Help Desk database upgrade starts automatically after the v12.0.0 upgrade, ensure that:

  • Both FrontBase and PostgreSQL are running.
  • The embedded FrontBase uses the whd and user whd schemas.
  • The new server includes enough free space to support the database migration. Web Help Desk notifies you about the space required before migration begins.

The migration process creates a $WEB_HELPDESK_HOME/temp folder with the associated files. The system administrator performing the installation must have write privileges on both the FrontBase and PostgreSQL databases.

After you upgrade to 12.0.0, you can upgrade to the latest version. The version 12.0.0 upgrade converts your embedded FrontBase database to an embedded PostgreSQL database. No additional database conversions are required.

MySQL requirements

The following table lists the minimum software and hardware requirements for a MySQL database server.

Product Supported versions
MySQL database

MySQL 5.6

MySQL 5.7

CPU speed 64-bit Dual Core 3.0GHz or better
Hard drive space 20GB
Memory 3GB plus 1GB for every additional 10 techs

SQL Server requirements

The following tables list the minimum software and hardware requirements for a database server running Microsoft SQL Server.

Software

Software Requirements
Microsoft SQL Server

SQL Server 2008 R2 SP3

SQL Server 2012 SP1

SQL Server 2014

Hardware

Component Requirements
CPU 64-bit Dual Core 3.0GHz or higher
Hard drive space 20GB
RAM 3GB with 1GB additional RAM for every additional 10 techs

Discovery connector requirements

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

Discovery connector Supported versions
SolarWinds Network Configuration Manager (NCM) NCM 7.5
SolarWinds Network Performance Manager (NPM) NPM 12
SolarWinds Server and Application Monitor (SAM)

SAM 6.2

SAM 6.2.3

Absolute Manage (HEAT Lanrev)

Absolute Manage 6.7

Absolute Manage 6.9.2 (v4608)

Apple Remote Desktop Remote Desktop 3.8
Casper Casper 9.73
Lansweeper Lansweeper 5.3.0.33
Microsoft System Center Configuration Manager
(SCCM)

SCCM 2007

SCCM 2012

SCCM 2012 R2

LDAP requirements

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

product Supported versions
Microsoft Active Directory

Active Directory 2003

Active Directory 2008

Active Directory 2012

Active Directory 2012 R2

Open Directory Open Directory 4
OpenLDAP

OpenLDAP 2.4

OpenLDAP 2.4.42

Mail server requirements

This section lists the required mail server software and supported protocols.

Software

Product Supported versions
Microsoft Exchange Server

Exchange Server 2010

Exchange Server 2013 CU7

Exchange Server 2016

Supported protocols

  • IMAP
  • POP3
  • SMTP

Mobile client requirements

The following table lists the supported client operating systems for the Web Help Desk Mobile software.

Platform Supported operating systems
Apple

iOS 7

iOS 8

iOS 9

Port requirements

Web Help Desk provides communication ports for the following resources: 

Web Help Desk interfaces

The following table lists the Web Help Desk ports for secure and non-secure interface traffic.

Port Type Description
80 TCP Non-secure traffic from the Web Help Desk Console (VA)
135 TCP Asset Discovery using Windows Management Instrumentation (WMI)
389 TCP Non-secure traffic from the Web Help Desk server to a designated server (usually a domain controller) for use with the Directory Service tool (LDAP and Active Directory)
443 TCP Secure traffic from the Web Help Desk Console
8081 TCP Non-secure traffic from the Web Help Desk Console (Windows, Linux and OSX)
8443 TCP (Default) Secure traffic from the Web Help Desk Administrator Console (Windows, Linux and OS X)
17778 TCP Communications from the SolarWinds Orion server (Orion integration only)
61616 TCP Web Help Desk Discovery engine (JMS queue port)

Databases

The following table lists the Web Help Desk ports for external and embedded database communications.

Port Type Description
1433 TCP

Communications with a Microsoft Microsoft SQL external database, including:

  • Microsoft SQL Server
  • Microsoft Systems Management Server
  • Microsoft System Center Configuration Manager (SCCM)
  • SolarWinds Network Configuration Manager (NCM)
  • SolarWinds Network Performance Monitor (NCM)
  • SolarWinds Server and Application Monitor (SAM)
3306 TCP External MySQL database
5432 TCP Communication with an External PostgreSQL database
20293 TCP Communications with an embedded PostgreSQL database

Email

The following table lists the Web Help Desk ports for email traffic.

Port Type Description
25 TCP Traffic from the Web Help Desk server to your email server for automated email notifications
80 TCP Non-secure connection 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

LDAP and Active Directory

The following table lists the Web Help Desk ports for Lightweight Directory Access Protocol / Active Directory (LDAP / AD).

Port Type Description
389 TCP Traffic from the Web Help Desk server to a designated server (usually a domain controller) for use with the Directory Service tool (LDAP and Active Directory)
636 TCP Secure traffic from the Web Help Desk server to a designated server (usually a domain controller) for use with the Directory Service tool (LDAP and Active Directory)

Asset Discovery

The following table lists the Web Help Desk ports for Asset Recovery.

Port Type Description
135 TCP Asset Discovery using WMI (WMI calls uses port 135 and then chooses a random port for further communication)
1521 TCP Communication with the Oracle Java Database Connectivity (JDBC) connector for asset discovery
3306 TCP  Communication with the MySQL external database, LANrev, and Casper 8 and lower
4445 TCP Remote log server reader
5433 TCP Communication with Apple Remote 3.2 for asset discovery
7100 TCP Communications with a Sybase database for asset discovery

Configure firewalls 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: