Troubleshooting PostgreSQL database upgrade issues after upgrading to Web Help Desk versions 12.7.7 and above

3/25/2022 3:23 PM

3/25/2022 3:23 PM

Beginning in Web Help Desk version 12.7.7, PostgreSQL 13.3 will be required for all Web Help Desk deployments due to security improvements.
All Web Help Desk deployments from version 12.3 to 12.7.6 will have an embedded PostgreSQL database version 9.x.
The upgrade process in version 12.7.7 will convert PostgreSQL version 9 to version 13.3

Note:
It is required to upgrade to Web Help Desk version 12.7.7 first, before going to version 12.7.8.
See this Upgrade Path documentation
 

Web Help Desk

Pre-requisites:
 

• Update Powershell/WMF version to 5.1. Installer link: http://download.windowsupdate.com/d/msdownload/update/software/updt/2017/03/windowsblue-kb3191564-x64_91d95a0ca035587d4c1babe491f51e06a1529843.msu
• Microsoft Visual C++ 14.28.29914. Installer link: https://aka.ms/vs/17/release/vc_redist.x64.exe
  • If C++ version 14.28.29914 cannot be installed, follow this article: https://support.solarwinds.com/SuccessCenter/s/article/The-program-can-t-start-because-api-ms-win-crt-stdio-l1-1-0-dll-is-missing-from-your-computer-When-Upgrading-Webhelpdesk-Database-to-PGSQL13?language=en_US

Troubleshooting Guide:
 

• After completing the 12.7.7 or 12.7.8 upgrade, a browser will open and might ask for your database information. This means that Web Help Desk is not able to connect to your current database.
  • PostgreSQL version 9 service is not running
  • PostgreSQL version 13 service is not running
  • PostgreSQL credentials are not accepted
  • Database upgrade from PostgreSQL v9 to v13 did not complete successfully
• After running the WHD 12.7.7 installer, verify if the PostgreSQL v9 service is running: Follow the instructions from this article (start with step 5) https://support.solarwinds.com/SuccessCenter/s/article/How-to-Install-Web-Help-Desk-version-12-7-7-in-Windows-Server-using-PostgreSQL-as-the-Database?language=en_US
  • Here are some related articles:
  • https://support.solarwinds.com/SuccessCenter/s/article/Error-migrating-to-PostgreSQL-13-after-upgrade-to-WHD-12-7-7?language=en_US
  • https://support.solarwinds.com/SuccessCenter/s/article/Upgrading-PostgreSQL9-to-13-For-Non-US-Locales-Fails?language=en_US
• Then proceed with upgrading PostgreSQL v9 to v13: https://support.solarwinds.com/SuccessCenter/s/article/How-to-upgrade-Web-Help-Desk-to-version-12-7-7-using-PostgreSQL-as-the-Database?language=en_US
• After successfully upgrading PostgreSQL v9 to v13, proceed with the Web Help Desk 12.7.8 upgrade

Note:
If you upgraded from version 12.7.6 or older to version 12.7.8, it is best to restore to a previous backup or server snapshot, then upgrade to version 12.7.7 first before going to 12.7.8.

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