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WebHelpDesk technicians receive session errors and are logged out unexpectedly

After upgrading WebHelpDesk, technicians may intermittently receive session errors and be logged out of the application. The issue can occur even when the technician session timeout is extended and the option to disable session timeouts for open windows is enabled.

First published date

10/1/2026 9:18 PM

Last published date

10/1/2026 9:18 PM

Overview

This behavior is commonly caused by WebHelpDesk session IP binding when WebHelpDesk is accessed through a load balancer, reverse proxy, or similar network device. If the client IP presented to WebHelpDesk changes during an active session, WebHelpDesk may invalidate the session.

Product section

Web Help Desk

Resolution

Configure WebHelpDesk to skip IP binding validation for sessions, then restart the WebHelpDesk service.

Windows

  1. Navigate to the <WebHelpDesk>\bin\wrapper\conf directory.

  2. Open wrapper_template.conf in a text editor.

  3. Search for # Java Additional Parameters.

  4. Add the following parameter at the end of the existing Java additional parameters. Adjust the parameter number if necessary so that it is unique and sequential:

     wrapper.java.additional.20=-DskipIpBindingWithSession=true

  5. Save and close wrapper_template.conf.

  6. Stop WebHelpDesk by right-clicking the stop batch file and selecting Run as administrator.

  7. Start WebHelpDesk by right-clicking the start batch file and selecting Run as administrator.

macOS or Linux

  1. Navigate to the <WebHelpDesk>/conf/ directory.

  2. Open whd.conf in a text editor.

  3. Add the following line at the end of the file:

     JAVA_OPTS="-DskipIpBindingWithSession=true"

  4. Save and close whd.conf.

  5. Restart WebHelpDesk.

After the restart, have the technicians sign in again and verify whether the intermittent session errors and unexpected logouts are resolved.