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Home > Success Center > Web Help Desk (WHD) > Enable full unicode support in ticket and billing PDF reports on Windows and Linux systems

Enable full unicode support in ticket and billing PDF reports on Windows and Linux systems

Created by Interspire Import, last modified by MindTouch on Jun 23, 2016

Views: 9 Votes: 1 Revisions: 15

Problem

When you click Reports in the Web Help Desk toolbar and run a report that includes Unicode characters (for example, Chinese), these characters appear as hashtags (#) in the report. 

Issue

The fonts included with the standard Web Help Desk installation are not sufficient to render some Unicode characters (such as Chinese characters) on a system running the Microsoft Windows operating system.

Resolution

Download Web Help Desk 12.2 Hot Fix 2 from the Solarwinds Customer Portal and install the hot fix on your Web Help Desk system. When completed, follow the procedures in this article to resolve the issue with Unicode characters in your Web Help Desk system.

This resolution requires a copy of the Arial Unicode MS Regular font. This font is installed in the C:\windows\fonts directory on most systems running Microsoft Windows with Microsoft Office products. If this font is installed on your system, copy the font from your C:\windows\fonts directory to a new directory (such as C:\fonts) to complete the resolution procedure.

Windows Systems

In the following procedure, <webhelpdesk> indicates the default Web Help Desk home folder located at: \Program Files\WebHelpDesk.

To resolve this issue on Microsoft® Windows® systems:

  1. Locate or download a copy of the Arial Unicode MS Regular font.
  2. Ensure that you are running Web Help Desk 12.2 with Hot Fix 2.

    This resolution cannot be applied without the hot fix.

  3. Stop Web Help Desk.
  4. Back up the following file:

    <webhelpdesk>/bin/wrapper/conf/wrapper_template.conf

  5. Create a new fonts directory on your computer.

    For example:

    C:\fonts

  6. Download the newfonts.zip file attached to this KB article.
  7. Unzip the newfonts.zip file to your new fonts directory you created in step 5.
  8. Copy the Arial Unicode MS Regular font file from your c:\windows\fonts directory (or unzip the file you purchased from the Microsoft Typography websiteto your new font directory you created in step 5.
  9. Open the following file in NotePad or a text editor:

    <webhelpdesk>/bin/wrapper/conf/wrapper_template.conf

  10. Add an additional wrapper.java.additional parameter to the file.  
    If the last wrapper.java.additional parameter in the wrapper_template.conf file is:
    wrapper.java.additional.17=-DWHDWebObjectsMonitorDeployment=false
    and the font directory you created in step 5 is:
    C:\fonts
    add the following parameter after the wrapper.java.additional parameter listed above: 
    wrapper.java.additional.18=-DWHDFontsDirectory=C:/fonts

    The Windows directory separator was changed from “\” to “/” and the number added after wrapper.java.additional was incremented in the new line from 17 to 18.

  11. Save and close the file.
  12. Restart Web Help Desk.
    The resolution is installed on your Web Help Desk system.

To uninstall the resolution:

  1. Stop Web Help Desk.
  2. Locate your backup copy of the following file:
    <webhelpdesk>/bin/wrapper/conf/wrapper_template.conf
  3. Remove the new fonts directory you created at:
    C:\fonts
  4. Copy your backup file to the following location:
    <webhelpdesk>/bin/wrapper/conf/wrapper_template.conf
  5. Restart Web Help Desk.
    The resolution is removed from your Web Help Desk system. 

Linux Systems

In the following procedure, <webhelpdesk> indicates the default Web Help Desk home folder located at:
/usr/local/webhelpdesk

To resolve this issue on Linux systems:
  1. Ensure that you are running Web Help Desk 12.3.0 with Hot Fix 2.
  2. Locate and download a copy of the Arial Unicode MS Regular font.
  3. Stop Web Help Desk.
  4. Download the newfonts.zip file to your Web Help Desk system. 
  5. Unzip the newfonts.zip file to a temporary directory.
  6. In your Web Help Desk home folder, create a new directory called:
    fonts
  7. Copy the Arial Unicode MS Regular Font file into your <webhelpdesk>/fonts directory. 
  8. Copy the files you unzipped from your newfonts.zip file into your 
    <webhelpdesk>/fonts directory.

    Be sure you only copy the files, and not the temp directory where you extracted the files. 

    Your fonts directory should include the following items:
    ARIALUNI.TTF
    config.xml
    FreeSansBoldOblique.ttf
    FreeSansBold.ttf 
    FreeSansOblique.ttf
    FreeSans.ttf
    where ARIALUNI.TTF is the Arial Unicode MS Regular font.
  9. Open the following file:
    <webhelpdesk>/conf/whd.conf
  10. In the file, add the following code to the bottom of the file:
    JAVA_OPTS="-DWHDFontsDirectory=/usr/local/webhelpdesk/fonts
    If JAVA_OPTS is not commented out and includes some values, add a space after the last value and then add the following code (with the quotation marks):
    '-DWHDFontsDirectory=/usr/local/webhelpdesk/fonts' 
    For example, if JAVA_OPTS appears as:
    JAVA_OPTS="-param1=value1"
    the update appears as:
    JAVA_OPTS="-param1=value1 -DWHDFontsDirectory=/usr/local/webhelpdesk/fonts"
  11. Save and close the file.
  12. Restart Web Help Desk.
    The additional fonts are now installed on your Web Help Desk system.
Last modified
04:39, 23 Jun 2016

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