Tools

Error displays in the Web Help Desk Mobile application

This article addresses an error that displays in the Web Help Desk Mobile application when logging in to Web Help Desk 12.7.4.

First published date

2/16/2021 10:41 AM

Last published date

8/4/2023 5:25 PM

Overview

After you install Web Help Desk 12.7.4 and log in using the Web Help Desk Mobile application, the application displays an error.

Product section

Web Help Desk

Cause

  1. The mobile application cannot initiate Cross-Site Request Forgery (CSRF) protection to the Web Help Desk server.
  2. PREFERENCES table was missing a lot of settings

Resolution

Please note that the PREFERENCES table issue differs from the CSRF issue for the mobile application.

Add a new Java property in the targeted configuration file that disables CSRF protection between the mobile application and the Web Help Desk server. When finished, restart Web Help Desk and verify that the error message is no longer displayed in the mobile application.

Note: CSRF protection is enabled when techs and clients connect to the Web Help Desk server using a supported web browser.

Modify the targeted configuration file.

Add a new Java property to the targeted configuration file based on your operating system.
 

Microsoft Windows Server

  1. Navigate to <WebHelpDesk>\bin\wrapper\conf and open the wrapper_template.conf file in a text editor (such as Notepad).
  2. In the file, scroll down to Java Additional Parameters.
  3. Locate the last Java property number in this section. For example, 18.
  4. Add the following Java property to this section:
    • wrapper.java.additional.19=-DWHDDisableCsrfCheckMobile=true
    • where 19 is the next incremented parameter and DWHDDisableCsrfCheckMobile=true disables the CSRF function for the mobile application.
  5. Save and close the file.

macOS or Linux

  1. Navigate to <WebHelpDesk>\conf and open the whd.conf file in a text editor.
  2. In the file, scroll down to JAVA_OPTS.
  3. Add the following Java property to this section:
    • "-DWHDDisableCsrfCheckMobile=true"
  4. Save and close the file.

Restart Web Help Desk

  1. Stop the Web Help Desk service.
  2. Restart Web Help Desk.
  3. Start the Web Help Desk service.

Verify the update

  1. Open Web Help Desk Mobile.
  2. Log in to Web Help Desk.
  3. Verify that the error message no longer displays in the application.
For assistance, contact SolarWinds Technical Support.

Resolution for Cause 2:
1. Restore our database to a new database and then copy over the records from the PREFERENCES table back into the live database.
2. Restart the WHD service
3. Verify if the issue is resolved.