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Viewing a linked file in a ticket generates an error on Web Help Desk

This article describes how to troubleshoot an error that displays when you view a linked file in a Web Help Desk ticket. The error could be Error, [file name], or Invalid download link.

First published date

10/18/2018 12:52 PM

Last published date

7/31/2020 2:52 PM

Overview

When you open a Web Help Desk ticket and click on a linked file attached to the ticket, one of the following errors display:

Error
[file name]
Invalid download link

Product section

Web Help Desk

Cause

The simultaneous database connection threshold limit configured in the whd.conf file is set too high. 

Resolution

Reduce the DATABASE_CONNECTIONS parameter value in the whd.conf file. 

  1. Log in to the Web Help Desk server as an administrator.
  2. Navigate to your Web Help Desk directory.
    - Apple® OS X®:  /Library/WebHelpDesk    
    - Microsoft® Windows®:  \Program Files\WebHelpDesk    
    - Linux: /usr/local/webhelpdesk
  3. Open the \conf directory.
  4. Open the whd.conf file in a text editor (such as Notepad).
  5. Scroll down to Database Connections. 
  6. Reduce the DATABASE_CONNECTIONS parameter to a lower value. 
  7. Save and close the file. 
  8. Open the Web Help Desk Admin Console.
  9. Locate and resend the ticket email that includes the attachment.