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FAQs missing after upgrading to Web Help Desk 12.8.6

When navigating to the FAQ tab in tech UI, FAQs no longer load in WHD 12.8.6.

First published date

7/15/2025 3:28 PM

Last published date

7/29/2025 4:01 PM

Overview

When navigating to the FAQ tab in tech UI, FAQs no longer load in WHD 12.8.6. However,

  • FAQs can be loaded when searched by Number or Request Type
  • FAQs can be loaded just fine in client UI
  • Some FAQs can be loaded but not opened. The error "This FAQ is not available for you anymore. Please check your permissions." is thrown.

Error in Logs:
You will see an error similar to the one below in the logs

ERROR c.s.w.s.controller.BaseController - could not initialize proxy [com.solarwinds.whd.persistence.entity.ProblemType#33] - no Session
org.hibernate.LazyInitializationException: could not initialize proxy [com.solarwinds.whd.persistence.entity.ProblemType#33] - no Session
    at org.hibernate.proxy.AbstractLazyInitializer.initialize(AbstractLazyInitializer.java:170)
    at org.hibernate.proxy.AbstractLazyInitializer.getImplementation(AbstractLazyInitializer.java:310)
    at org.hibernate.proxy.pojo.bytebuddy.ByteBuddyInterceptor.intercept(ByteBuddyInterceptor.java:45)
    at org.hibernate.proxy.ProxyConfiguration$InterceptorDispatcher.intercept(ProxyConfiguration.java:95)
    at com.solarwinds.whd.persistence.entity.ProblemType$HibernateProxy$M04aQzXj.getProblemTypeName(Unknown Source)
    at com.solarwinds.whd.persistence.entity.ProblemType.getProblemTypeHierarchy(ProblemType.java:783)
    at com.solarwinds.whd.service.controller.vo.ProblemTypeVO.(ProblemTypeVO.java:67)
    at com.solarwinds.whd.service.controller.vo.ProblemTypeVO.(ProblemTypeVO.java:52)
    at com.solarwinds.whd.service.controller.vo.ProblemTypeVO.(ProblemTypeVO.java:48)
    at com.solarwinds.whd.service.controller.vo.FaqVO.lambda$new$0(FaqVO.java:87)

Product section

Web Help Desk

Cause

This has been identified as a known issue in WHD 12.8.6.

Resolution

This issue is fixed in WHD 12.8.7. Consider upgrading your environment.