Gotchas you should review

If your Web Help Desk server is running Apple macOS 10.13.x (High Sierra), you must disable GNU zip (gzip) compression for the port assignments in the Apache Tomcat soerver template file. See this article for details.

  • You must be running WHD 12.3 or later to upgrade to the latest version.
  • If you are upgrading to WHD 12.5.2 or later, ensure that all techs have Tech and Client accounts to access Web Help Desk. After the upgrade, all techs must access their tech account using their client account or their WHD tech username and WHD password (which can be reset using the secure password reset logic). See this article for details.
  • If you plan to enable FIPS 140-2 cryptography after the upgrade, 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 Admin 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 WHD deployment, you cannot revert back to your previous configuration.

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

  • If you are upgrading from a version prior to WHD 12.3, you may want to install a new product instead of performing an upgrade, saving or migrating your data. Support can provide the best advice for these upgrade scenarios.
  • Always check that you have enough hard drive space for zipped and unzipped installers. One unzipped installer could consume a couple GBs of space.
  • If you are migrating your database using a third-party tool, contact the tool vendor for assistance.
  • If you are upgrading an embedded FrontBase to WHD 12.3 on a server running Windows Server 2008, be sure to run the installer as an administrator to prevent the upgrade from stalling. See this article for full details.
  • If you are migrating your PostgreSQL database to a new server, restore the database after you upgrade WHD to the latest version.
  • 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.
  • If you added code, such as .jar files provided by Support, the code may be overwritten during the upgrade.