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Error is displayed when activating a WHD license

This article addresses an error that is displayed when you activate the Web Help Desk License. Error: We're sorry, an unexpected error occurred: java.lang.SecurityException: Could not open windows registry nodeSoftware\JavaSoft\Prefs\com\nec\jp\dianascope\prefs at root 0x80000002: Access denied

First published date

11/8/2018 1:08 PM

Last published date

5/14/2026 10:14 PM

Overview

When you activate a Web Help Desk license, the following error message is displayed:

We're sorry, an unexpected error occurred:

java.lang.SecurityException: Could not open windows registry nodeSoftware\JavaSoft\Prefs\com\nec\jp\dianascope\prefs at root 0x80000002: Access denied

Product section

Web Help Desk

Cause

The WebHelpDesk Service could not open the Windows Preferences (prefs) registry due to permission restrictions. The service should be running using the Local System Account to access the registry node: ..\HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Prefs\com\solarwinds\licensing\gen2.

Resolution

NOTE: This Resolution applies to Windows Systems only

Log in to the WebHelpDesk server using a local administrator user account.
Launch the Windows > services.msc as administrator.
Look for the webhelpdesk service and do a right+click.
Select Properties then click on Log On tab.
Under the Log on as: select Local System account.
Click Apply and OK buttons to save.

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