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Home > Success Center > Web Help Desk (WHD) > Collect diagnostic information using HealthCheck

Collect diagnostic information using HealthCheck

Updated 11/21/2016

Overview

The SolarWinds® Web Help Desk (WHD) HealthCheck utility is a data collection tool that collects diagnostic information from a WHD computer to assist Support with troubleshooting and resolving a client issue. This utility is included with WHD 12.4.2 and later.

When you run the utility on a WHD computer, the utility collects information about the WHD computer and WHD instance, including non-sensitive information about the WHD database.

This information includes:

  • WHD logs
  • Operating system and hardware information
  • Runtime system information (including running processes, services, environment variables, current user, CPU, and RAM data)
  • Database metadata (including schema definition)
  • Database statistical data (including the number of techs, clients, and tickets stored in the database)
  • Preferences, database version, and additional tables that contain settings for various components

The utility does not collect sensitive information.

Environment

  • WHD 12.4.2 and later

Steps

You can execute the utility on a WHD computer running Microsoft® Windows®, Apple® OS X, or Linux.

Run HealthCheck on Windows

  1. Navigate to your <WebHelpDesk>\HealthCheckUtility directory.
  2. Right-click start_healthcheck.bat and select Run as Administrator.
  3. When the utility is finished, locate the following ZIP file in the HealthCheckUtility directory:
    healthCheckReportYYYYMMDDHHMMSS.zip
    where YYYYMMDDHHMMSS is the date and time you ran the utility.
  4. Send the ZIP file to Support for troubleshooting and diagnosis.  

Run HealthCheck on OS X and Linux 

  1. Open a terminal window.
  2. Execute the following:
    cd <WebHelpDesk>/HealthCheckUtility
    sudo ./start_healtchck.sh
  3. When the utility is finished, locate the following ZIP file in the HealthCheckUtility directory:
    healthCheckReportYYYYMMDDHHMMSS.zip
    where YYYYMMDDHHMMSS is the date and time you ran the utility.
  4. Send the ZIP file to Support for troubleshooting and diagnosis. 

 

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