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Upgrading to Web Help Desk Version 12.7.8 with Default PostgresSQL Database in-use

This article provides supplementary information for upgrading Web Help Desk 12.7.7 and below to version 12.7.8 onwards, specifically for users who used the WHD Default PostgresSQL Database.

First published date

3/28/2022 7:02 PM

Last published date

12/10/2025 12:51 AM

Overview

There is a specific upgrade needed to follow with WebHelpDesk in order to correctly update the WHD Database.

Ref: Determine the upgrade path to the latest WHD version

For users that use 3rd party Databases like Microsoft SQL, Owned PostgreSQL, or MySQL, you can follow the upgrade path as it is.
No other steps are required aside from Server Snapshot and Manual Database Backup.

The Web Help Desk 12.7.7 includes PostgreSQL 13.3, a major database upgrade but it needs to be manually triggered to complete the upgrade
If you do not upgrade to version 12.7.7 before upgrading to version 12.7.8, you will experience database issues and possible data loss.

For users that are using the Default PostgresSQL Database inside the WebHelpDesk, it needs to go through the Database upgrade first while still in WHD version 12.7.7 before upgrading to WHD version 12.7.8 onwards.

This process upgrades PostgresSQL9 to PostgresSQL13.

Product section

Web Help Desk

Resolution

Before you upgrade Web Help Desk to version 12.7.8, please do the following Pre-requisite requirements while still in WHD 12.7.7:

Create a Server Snapshot of the WHD Server.
Create a backup of your PostgreSQL database. Go to Setup > General > Database and click Backup Now.
Create a backup of your C:\Program Files\WebHelpDesk folder in a different location.
Ensure that the server Powershell version is 5.1 and above. To check powershell version, run this command in Powershell: $PSVersionTable
- If lower than 5.1, download this Installer link: https://docs.microsoft.com/en-us/powershell/scripting/windows-powershell/wmf/setup/install-configure?view=powershell-7.2
Ensure that Microsoft Visual C++ 14.28.29914 onwards is installed.
- Installer link: https://aka.ms/vs/17/release/vc_redist.x64.exe
Ensure you have the latest version of Java (run java -version to check the version of your server)
Ensure that you are not using the default password of WHD PostgresSQL9 Database anymore (username is whd and password is whd also).
- Ref: Change the default PostgreSQL database credentials
Ensure that PostgresWHD is activated in the local users
- Ref: Error migrating to PostgreSQL 13 after upgrade to WHD 12.7.7.
When performing this upgrade, it is best to log in as a Local Administrator instead of a Domain Admin account.

Upgrade the Database:

Follow this article to Upgrade the Postgres9 to Postgres13 WHD Default Database:

How to upgrade Web Help Desk to version 12.7.7 using PostgreSQL as the Database

For Customers that have a Non-US OS Server, you need to follow the Implementation Steps 1 - 5 from the article above.

Then use this article to continue:

Upgrading PostgreSQL9 to 13 For Non-US Locales Fails

After this, return to the initial article and continue with Implementation Steps 6 - 11.

For any error encountered, please double check on the "Before you upgrade Web Help Desk to version 12.7.8, please do the following Pre-requisite requirements while still in WHD 12.7.7" part.

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.