Tools

New license applies daily after upgrade to Web Help Desk (WHD) 12.8.4

After upgrading to WHD 12.8.4, a new license applies daily. A message similar to "New license XXXX-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX has been automatically activated" is posted in the Messages tab.

First published date

1/3/2025 4:55 PM

Last published date

2/13/2025 5:41 PM

Overview

After upgrade to WHD 12.8.4, a new license applies daily, and a message is posted in the "Messages tab of the same. Example below:

Product section

Web Help Desk

Cause

This issue occurs due to a software bug in Web Help Desk (WHD) 12.8.4 only.

Resolution

To resolve this issue, please upgrade to Web Help Desk 12.8.5 and above. In the meantime, use one of the two workarounds below

Option 1: Disable Enable Automatic License Update

Navigate to Setup > General > License
Disable the option Enable Automatic License Update
Click Save
Restart WHD server

Option 2: Revert to the previous version licensing file

Obtain a copy of Gen3icense-client.jar from WHD 12.8.3
- Navigate to <Web Help Desk home directory>\bin\webapps\helpdesk\WEB-INF\lib\
- Copy Gen3icense-client.jar
WHD 12.8.4 replace/paste the file to the path above.
Restart WHD server

You can also give the customer instructions on how delete messages (in bulk), see https://support.solarwinds.com/SuccessCenter/s/article/WHD-Delete-All-Messages

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.