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Look and Feel page never loads after upgrade to WHD 12.8.4 and 12.8.5

After upgrading to WHD 12.8.4 or 12.8.5, the Look & Feel page never loads

First published date

1/15/2025 7:48 PM

Last published date

10/23/2025 6:31 PM

Overview

If you go to to Setup > General > and click on Look & Feel, it shows that it is loading but it never does. This eventually causes the application to freeze and only a restart will get it going again.

Product section

Web Help Desk

Cause

Missing File in WHD 12.8.4
Bug File in WHD 12.8.5

Resolution

This issue is fixed in WHD 12.8.6 and above. Consider upgrading your environment. If you can't upgrade, use the workaround below.

Workaround:

Replacing the missing file

1. Obtain the missing file from a WHD 12.8.3 installation.

- Navigate to <Web Help Desk home directory>\bin\webapps\helpdesk\WEB-INF\lib\
- Copy the jabsorb.jar file

2. On WHD 12.8.4/12.8.5, replace/paste the file to the same path above.
3. Restart the WHD server.

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