Upgrading to Web Help Desk 12.6 for MySQL user

6/3/2019 8:57 PM

2/25/2022 1:25 AM

The Web Help Desk 12.6 database upgrade scripts may block the upgrade from finishing for some Web Help Desk environments using MySQL Server database on the backend. The error below is seen in the User Interface.

Spring application did not start successfully.
java.lang.RuntimeException: Spring application did not start successfully.
at com.macsdesign.whd.spring.SpringAppRestClient.waitForSpringApplication(SpringAppRestClient.java:64)
at com.macsdesign.whd.HelpDeskDBLoader.updateDatabase(HelpDeskDBLoader.java:127)
at com.macsdesign.whd.ui.DBUpdateProgress.performAction(DBUpdateProgress.java:139)
at com.webobjects.woextensions.WOLongResponsePage.run(WOLongResponsePage.java:125)
at java.lang.Thread.run(Thread.java:745)

Web Help Desk

The installation script cannot locate the 'client' table because it is in lower case. The logs show that the table does not exist due to the lower-case name.

Workaround 

Open your MySQL workbench and review the table names for the WHD database. If the table names are in upper case, your configuration will cause the WHD 12.6 upgrade to fail.

There are two ways to work around this issue. Begin by configuring MySQL Community Server to allow non-case-sensitive queries. If you complete this procedure and the issue is not resolved, modify the update script. 

Configure MySQL Community Server to allow non-case-sensitive queries 

Perform this procedure to allow non-case-sensitive queries. 

Warning! This procedure applies changes to all databases stored in MySQL Server.

1. Log in to the server hosting Web Help Desk's MySQL database.
2. Back up your database using mysqldump.
3. Drop the database.
4. In your MySQL Community Server configuration, navigate to:
   /etc/my.cnf
5. In the [mysqld], add:

   -- Scripts are not supported under any SolarWinds support program or service.
   -- Scripts are provided AS IS without warranty of any kind. SolarWinds further
   -- disclaims all warranties including, without limitation, any implied warranties
   -- of merchantability or of fitness for a particular purpose. The risk arising
   -- out of the use or performance of the scripts and documentation stays with you.
   -- In no event shall SolarWinds or anyone else involved in the creation,
   -- production, or delivery of the scripts be liable for any damages whatsoever
   -- (including, without limitation, damages for loss of business profits, business
   -- interruption, loss of business information, or other pecuniary loss) arising
   -- out of the use of or inability to use the scripts or documentation.
   
   ========================================================================
   lower_case_table_names=1

6. Restart mysqld.
7. Import the backup using the following syntax:

   -- Scripts are not supported under any SolarWinds support program or service.
   -- Scripts are provided AS IS without warranty of any kind. SolarWinds further
   -- disclaims all warranties including, without limitation, any implied warranties
   -- of merchantability or of fitness for a particular purpose. The risk arising
   -- out of the use or performance of the scripts and documentation stays with you.
   -- In no event shall SolarWinds or anyone else involved in the creation,
   -- production, or delivery of the scripts be liable for any damages whatsoever
   -- (including, without limitation, damages for loss of business profits, business
   -- interruption, loss of business information, or other pecuniary loss) arising
   -- out of the use of or inability to use the scripts or documentation.
   
   ========================================================================
   mysql –u [user] –p < [backup_file]

   This procedure may take several minutes to complete, depending on the size of your database.

8. Run the Web Help Desk installer.
   If the issue is not resolved, go to Option 2.

Modify the update script 

There are two SQL statements that reference the “client” table in lowercase letters when it should be all uppercase letters.

1. Log in to the server hosting Web Help Desk and run the Web Help Desk 12.6.0 installer to start the upgrade.
   If the upgrade fails, stop Web Help Desk.
2. Navigate to:

   <webhelpdesk>/bin/webapps/helpdesk/WEB-INF/lib

3. Back up the following file to another location:

   whd-persistence.jar

   This copied file is where the changes in the steps below will be made

4. Change the file name from:

   whd-persistence.jar

   to:

   whd-persistence.zip

   You can also use 7-Zip for extraction.

5. Unzip the JAR/ZIP file (from step 4).
6. Locate upgrade-mysql-12-6-0.sql and open in an editor.
7. Locate:

   -- Scripts are not supported under any SolarWinds support program or service.
   -- Scripts are provided AS IS without warranty of any kind. SolarWinds further
   -- disclaims all warranties including, without limitation, any implied warranties
   -- of merchantability or of fitness for a particular purpose. The risk arising
   -- out of the use or performance of the scripts and documentation stays with you.
   -- In no event shall SolarWinds or anyone else involved in the creation,
   -- production, or delivery of the scripts be liable for any damages whatsoever
   -- (including, without limitation, damages for loss of business profits, business
   -- interruption, loss of business information, or other pecuniary loss) arising
   -- out of the use of or inability to use the scripts or documentation.
   
   ========================================================================
   UPDATE client SET email = NULL WHERE email LIKE '%<%>%';
   UPDATE client SET secondary_email = NULL WHERE secondary_email LIKE '%<%>%';

   Change this code to:

   -- Scripts are not supported under any SolarWinds support program or service.
   -- Scripts are provided AS IS without warranty of any kind. SolarWinds further
   -- disclaims all warranties including, without limitation, any implied warranties
   -- of merchantability or of fitness for a particular purpose. The risk arising
   -- out of the use or performance of the scripts and documentation stays with you.
   -- In no event shall SolarWinds or anyone else involved in the creation,
   -- production, or delivery of the scripts be liable for any damages whatsoever
   -- (including, without limitation, damages for loss of business profits, business
   -- interruption, loss of business information, or other pecuniary loss) arising
   -- out of the use of or inability to use the scripts or documentation.
   
   ========================================================================
   UPDATE CLIENT SET email = NULL WHERE email LIKE '%<%>%';
   UPDATE CLIENT SET secondary_email = NULL WHERE secondary_email LIKE '%<%>%';

8. Save the file.
9. Zip the folder.
10. Change the ZIP extension to JAR (if JAR was changed).
    The updated archive must have the following name:
    whd-persistence.jar
11. Copy the updated archive file to the directory below, overwriting the existing file.
    <webhelpdesk>/bin/webapps/helpdesk/WEB-INF/lib
12. Start Web Help Desk.

Disclaimer:
Scripts are not supported under any SolarWinds support program or service. Scripts are provided AS IS without warranty of any kind. SolarWinds further disclaims all warranties including, without limitation, any implied warranties of merchantability or of fitness for a particular purpose. The risk arising out of the use or performance of the scripts and documentation stays with you. In no event shall SolarWinds or anyone else involved in the creation, production, or delivery of the scripts be liable for any damages whatsoever (including, without limitation, damages for loss of business profits, business interruption, loss of business information, or other pecuniary loss) arising out of the use of or inability to use the scripts or documentation.