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:
|
| 3306 | TCP | External MySQL database |
| 5432 | TCP | Communication with an External PostgreSQL database |
| 20293 | TCP | Communications with an embedded PostgreSQL database |
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: