Tools

Cannot change Authentication Method in Web Help Desk (WHD) 12.8.4 to 12.8.5

After upgrading to WHD 12.8.4 or 12.8.5, it is no longer possible to change the Authentication Method, the new option is doesn't set and session freezes.

First published date

1/15/2025 8:06 PM

Last published date

3/25/2025 8:25 PM

Overview

If you go to Setup > General > Authentication > Authentication Method and select any option from the drop-down menu e.g. SAML 2.0, it doesn't change to the new option and further freezes the session.

Product section

Web Help Desk

Cause

This issue occurs due to a missing file.

Resolution

To resolve this issue, please upgrade to WHD 12.8.5 HF1 and above. If you are unable to upgrade, you can used the workaround below.

Workaround:

Replacing the missing file

Obtain the missing file from WHD 12.8.3

- Navigate to <Web Help Desk home directory>\bin\webapps\helpdesk\WEB-INF\lib\
- Copy the jabsorb.jar file

On WHD 12.8.4, replace/paste the file to the same path above.
Restart WHD server

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