Troubleshoot the WHD upgrade

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

General

  • If you experience issues and are not on the latest product versions, we recommend completing a full upgrade.
  • Check our Success Center for troubleshooting. We recommend searching the name of the product, the version number, any error codes or messages displayed, and the general issue you found.
  • Check your Customer Portal for any new hot fixes.

Error messages

  • 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.
  • If WHD displays Error 404 after you change the default port to port 80, see this article for troubleshooting.
  • If WHD displays 403 Forbidden error when you access the WHD console, see this article for troubleshooting.
  • If WHD displays An update to the help desk is in progress, verify that your database update is completed. See this article for details.
  • 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

  • If your FAQs fail to load after the upgrade, you may be running outdated Apache Tomcat libraries. See this article for details.
  • If you cannot access WHD using your current Web browser, see this article for troubleshooting.
  • If LDAP fails to connect when initiating a connection from the WHD server to the LDAP server, see this article for troubleshooting.
  • If you have an issue that requires additional help, contact SolarWinds Technical Support. We recommend 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.