WHD 12.7.3 System Requirements
Release date: September 15, 2020
These system requirements define the minimum requirements for Web Help Desk 12.7.3. For additional information about requirements, see the Web Help Desk 12.7.3 Release Notes.
Server hardware and software requirements
Hardware
| 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.
Deprecation notice: Although you can install Web Help Desk on systems running Windows Server 2012 and 2012 R2 (64-bit), these versions are deprecated and will not be supported in future Web Help Desk releases.
| Platform | Supported Versions |
|---|---|
| Microsoft Windows Server |
Windows Server 2012 R2 (64-bit) Windows Server 2016 Windows Server 2019 |
|
Microsoft Windows (Trial evaluation only) |
Windows 7 (64-bit) Windows 8.1 (64-bit) Windows 10 (64-bit) |
| Operating system languages | English (UK or US) |
| macOS |
10.13.x (High Sierra) 10.14.x (Mojave) 10.15.x (Catalina) |
| 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) |
| Java Platform | Open Java Development Kit (OpenJDK) 14 |
Web browser
| Type | Supported versions |
|---|---|
| Google Chrome | Latest version |
| Mozilla Firefox | Latest version |
| Microsoft Internet Explorer (IE) |
IE 11 Do not enable Enterprise Mode on IE. This setting forces IE to emulate version 7, which is not supported. |
| Apple Safari |
Safari 10 Safari 11 |
| Microsoft Edge | Edge 38 and later |
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 operating system
- 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 operating system
- 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.
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 5.7 |
| Microsoft SQL Server |
SQL Server 2008 R2 SP3 SQL Server 2012 SP1 SQL Server 2014 SQL Server 2016 SQL Server 2017 |
For optimal external database performance, run Web Help Desk and a supported external database on separate servers.
Database hardware requirements
The following table lists the minimum software and hardware requirements for a server hosting MySQL and SQL Server.
| Product | Requirements |
|---|---|
| CPU speed | 64-bit Dual Core 3.0 GHz or better |
| Hard drive space | 20 GB |
| Memory | 3 GB plus 1 GB for every additional 10 techs |
Oracle Java Database Connectivity (JDBC) driver requirements
Web Help Desk for macOS includes an embedded Java Virtual Machine (JVM). If you are running an external Oracle JVM, Web Help Desk preserves your Java settings during the installation procedure and continues to use the external Oracle JVM.
If you are migrating from an external JVM to the embedded JVM included with Web Help Desk and you are using a MySQL database, ensure that the new embedded Java directory on your Web Help Desk server includes the Oracle Java Database Connectivity (JDBC) driver.
See the Oracle website to download the latest JDBC driver.
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 7.3 build 5642 |
| Apple Remote Desktop | Remote Desktop 3.8 |
| Casper | Casper 9.96 |
| Lansweeper | Lansweeper 6.0.100.75 |
| Microsoft System Center Configuration Manager
(SCCM) |
SCCM 1511 (64-bit) |
Web server requirements
The following table lists the supported web server for Web Help Desk.
| Product | Version |
|---|---|
| Apache Tomcat | 9.0.37 |
SolarWinds product integration requirements
The following table lists the SolarWinds products that integrate with Web Help Desk.
To minimize port conflicts, install Web Help Desk and Dameware on separate servers. See this KB article for details.
| 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 6.4.2 |
| SolarWinds Network Configuration Monitor (NCM) |
NCM 7.5 |
| DameWare Mini Remote Control (MRC) | DameWare MRC 12.0.3 |
LDAP requirements
The following table lists the supported Lightweight Directory Access Protocol (LDAP) software products.
| Product | Supported versions |
|---|---|
| Microsoft Active Directory |
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 Office 365 |
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 10 and later |
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 | Protocol | Description |
|---|---|---|
| 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 | Protocol | 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 | Protocol | 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 | Protocol | 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 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 |
Firewall port requirements 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: