Tools

FAQs fail to load after upgrading to WHD 12.4.0

This article describes an issue with FAQs that occurs after you upgrade to version 12.4.0 from a release prior to version 12.0.0.

First published date

11/29/2018 10:57 PM

Last published date

11/29/2018 10:57 PM

Overview

When you start Web Help Desk and click FAQs in the toolbar, the FAQ module fails and generates an error.

Product section

Web Help Desk

Cause

The Web Help Desk installer fails to remove outdated Apache^® Tomcat libraries during the Web Help Desk 12.4.0 upgrade. This problem occurs when you upgrade to version 12.4.0 from a release prior to version 12.0.0.

Resolution

Perform the following steps on your Web Help Desk system:

Log in to your Web Help Desk system as an administrator.
Stop Web Help Desk .
Navigate to your Web Help Desk directory.
- Apple^® OS X^®: /Library/WebHelpDesk
- Microsoft^® Windows^®: \Program Files\WebHelpDesk
- Linux: /usr/local/webhelpdesk
Ensure that the ecj-4.4.2.jar file is in the directory.
Remove the following files from the \lib directory (if available):
- ecj-3.7.2.jar
- ecj-4.2.1.jar
- ecj-4.4.jar
Start Web Help Desk .
In the toolbar, click FAQs.
Ensure that your FAQs appear on your screen with no error messages.

The resolution is completed.

See the Web Help Desk Upgrade Guide for information about upgrading your deployment to version 12.0.0 and later.

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third party content at your own risk, and you will be solely responsible for the incorporation of the same, if any.

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third-party content at your own risk, and you will be solely responsible for the incorporation of the same if any.