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Database upgrade failure while upgrading to Web Help Desk version 12.8.5 Hotfix 2

This article describes how to resolve an issue with database upgrade failure while upgrading to Web Help Desk version 12.8.5 Hotfix 2

First published date

4/24/2025 2:34 AM

Last published date

8/4/2025 7:52 PM

Overview

While trying to upgrade to Web Help Desk version 12.8.5 Hotfix 2, an error will be encountered while trying to update the database.

 

 

The logs will show the error below:

[ApplicationManager-1] ERROR c.solarwinds.config.DatabaseUpgrader - Error occured when executing statement: ALTER TABLE PREFERENCE ADD COLUMN HIDE_BANNER INT NULL DEFAULT NULL

There seems to be an incorrect SQL query found inside the \WebHelpDesk\bin\webapps\helpdesk\WEB-INF\lib\whd-persistence.jar file

 

This will cause the Web Help Desk upgrade to fail.

Product section

Web Help Desk

Cause

Incorrect SQL query inside the \WebHelpDesk\bin\webapps\helpdesk\WEB-INF\lib\whd-persistence.jar file

Resolution

To resolve this issue, please upgrade to Web Help Desk 12.8.5 and apply Hot Fix 3.

  1. Navigate to C:\Program Files\WebHelpDesk
  2. Right-click whd_stop.bat and select Run As Administrator
  3. Download and extract https://downloads.solarwinds.com/solarwinds/Release/HotFix/WHD-12.8.5-HF3.zip
  4. Copy the whole bin folder from the hotfix folder
  5. Navigate to "C:\Program Files\WebHelpDesk\"
  6. Paste the copied 'bin' folder from the hotfix folder
  7. Start the WHD service Right-click whd_start.bat and select Run As Administrator
  8. Complete the database upgrade