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Home > Success Center > Web Help Desk (WHD) > Error: Java heap space

Error: Java heap space

Created by Caroline Musindi, last modified by MindTouch on Jun 23, 2016

Views: 64 Votes: 0 Revisions: 3

Overview

This article describes the issue when your email stops or slows down and you see the following error message: 

Java heaps space

Environment

  • All versions of WHD
  • All versions of Mac OSx
  • All versions of Windows
  • All versions of Linux

Cause 

This issue occurs when there's an insufficient Java Virtual Machine (JVM) memory allocated.

Resolution

You can resolve this issue by increasing the JVM Memory Allocated to Web Help Desk.

1. Open the WHD installation directory.

For Mac OSx: Library\WebHelpDesk\conf

Windows: *:\Program Files\WebHelpDesk\conf

Linux: /usr/local/webhelpdesk/conf

2. Open the whd.conf file in a text-editing program such as Notepad.

3. Edit the MAXIMUM_MEMORY configuration setting.

Note: By default, Web Help Desk is allocated 512 MB of memory for the Java Virtual Machine Heap Space. 

 

To configure an appropriate amount of memory for your deployment, use the following formula:

Assign 3 GB (for the first 10 technicians)

Add 1 GB for every 10 additional technicians

 

Using the example of 20 concurrent techs MAXIMUM_MEMORY setting should be:

3 GB + 1 GB = MAXIMUM_MEMORY

3072 +1024 = 4096 or 4 GB

 

Note: Due to the memory limitations of 32-bit Java (1500 MB maximum heap size), installations that require 20 or more simultaneous users logged in must use the 64 bit version of WHD.

4. Save the file after editing the MAXIMUM_MEMORY configuration.

5. Restart Web Helpdesk Service.

Please refer to the KB article from the link below on how to stop and start the Web Helpdesk service:

https://solarwinds-prod.mindtouch.us..._Web_Help_Desk

 

Last modified
04:39, 23 Jun 2016

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