Submit a ticketCall us

Have You Auto Renewed? If not, you're missing out.
The SolarWinds Renewal Program comes with a host of benefits including the most recent product updates, 24/7 technical support, virtual instructor-led training and more. Experience all of this with the convenience of Auto Renewal, and never worry about missing any of these great benefits. Learn More.

Home > Success Center > Web Help Desk (WHD) > Error displays when activating a WHD license

Error displays when activating a WHD license

Overview

When you activate a Web Help Desk license, the following error message displays: 

We're sorry, an unexpected error occurred:

java.lang.SecurityException: Could not open windows registry nodeSoftware\JavaSoft\Prefs\com\nec\jp\dianascope\prefs at root 0x80000002: Access denied

Environment

All WHD versions

Cause 

The WebHelpDesk Service could not open the Windows Preferences (prefs) registry due to lack of permission. The service should be running using the Local System Account to access the registry node: ..\HKEY_LOCAL_MACHINE\SOFTWARE\JavaSoft\Prefs\com\solarwinds\licensing\gen2.

Resolution

  1. Start the Web Help Desk Service.
  2. Right-click Web Help Desk and select Properties > Log On.
  3. Change the Web Help Desk Service log on as:
    Local system account

 

Last modified

Tags

Classifications

Public