Tools

Collect diagnostic information using HealthCheck in WHD

The HealthCheck utility is a data collection tool that collects diagnostic information from a WHD computer. You can run a health check on the computer and send the generated results to support for troubleshooting and diagnosis. The tool is included with WHD 12.4.2 and later.

First published date

11/8/2018 12:14 PM

Last published date

3/26/2025 8:40 PM

Overview

The SolarWinds® Web Help Desk (WHD) HealthCheck utility is a data collection tool that collects diagnostic information from a WHD computer to assist Support with troubleshooting and resolving a client issue. This utility is included with WHD 12.4.2 and later.

When you run the utility on a WHD computer, the utility collects information about the WHD computer and WHD instance, including non-sensitive information about the WHD database.

This information includes:

  • WHD logs
  • Operating system and hardware information
  • Runtime system information (including running processes, services, environment variables, current user, CPU, and RAM data)
  • Database metadata (including schema definition)
  • Database statistical data (including the number of techs, clients, and tickets stored in the database)
  • Preferences, database version, and additional tables that contain settings for various components

The utility does not collect sensitive information.

Product section

Web Help Desk

Resolution

Steps 

You can execute the utility on a WHD computer running Microsoft® Windows®, Apple® OS X, or Linux.

Replicate the issue with the logs in Debug mode 

To ensure that information about the issue is captured, put the logs in debug mode and replicate the issue.

  1. Make sure all logs are in Debug mode:
    1. In the Web Help Desk main menu bar, click Setup.
    2. Under General, click Logs.
    3. Change all log settings to Debug. 
  2. Replicate the issue. 
  3. Run the HealthCheck report as described in one of the following sections.

Run HealthCheck on Windows 

  1. Navigate to your <WebHelpDesk>\HealthCheckUtility directory.
    1. Right-click start_healthcheck.bat and select Run as Administrator.
    2. When the utility is finished, locate the following ZIP file in the HealthCheckUtility directory:
      healthCheckReportYYYYMMDDHHMMSS.zip
      where YYYYMMDDHHMMSS is the date and time you ran the utility.

    Run HealthCheck on OS X and Linux  

    1. Make sure all logs are in Debug mode:
    2. Open a terminal window.
    3. Execute the following: 
      cd <WebHelpDesk>/HealthCheckUtility
sudo ./start_healtchck.sh
    4. When the utility is finished, locate the following ZIP file in the HealthCheckUtility directory:
      healthCheckReportYYYYMMDDHHMMSS.zip
      where YYYYMMDDHHMMSS is the date and time you ran the utility.

    To upload your diagnostics, create a support case in the Customer Portal.

    1. Log in to the SolarWinds Customer Portal.

    2. Open a Support Case. You can do this one of two ways: 1) On the Customer Portal menu bar, navigate to Technical Support > Open a Support Case, or 2) Scroll to the bottom of the Home page and click Open a Support Case.

    3. After you submit a case, click Upload Diagnostics.

      Note: You have the option to upload your diagnostics as you create your support case, or you can upload your diagnostics up to 30 days later.

      The Serv-U File Sharing page appears with options to upload one or more files.

    4. To upload one or more files, click Browse to find and select your files, and then click Upload. After uploading your files, the case is updated providing Support representatives access to the diagnostic files.