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Home > Success Center > Web Help Desk (WHD) > FAQs fail to load after upgrading to WHD 12.4.0

FAQs fail to load after upgrading to WHD 12.4.0

Overview

When you start Web Help Desk and click FAQs in the toolbar, the FAQ module fails and generates an error. 

Environment

  • WHD 12.4.0

Cause 

The Web Help Desk installer fails to remove outdated Apache® Tomcat libraries during the Web Help Desk 12.4.0 upgrade. This problem occurs when you upgrade to version 12.4.0 from a release prior to version 12.0.0. 

Resolution

Perform the following steps on your Web Help Desk system:

  1. Log in to your Web Help Desk system as an administrator. 
  2. Stop Web Help Desk.
  3. Navigate to your Web Help Desk directory.
    - Apple® OS X®: /Library/WebHelpDesk    
    - Microsoft® Windows®:  \Program Files\WebHelpDesk    
    - Linux: /usr/local/webhelpdesk
  4. Ensure that the ecj-4.4.2.jar file is in the directory.

  5. Remove the following files from the \lib directory (if available):
    • ecj-3.7.2.jar
    • ecj-4.2.1.jar
    • ecj-4.4.jar
  6. Start Web Help Desk.
  7. In the toolbar, click FAQs.

  8. Ensure that your FAQs appear on your screen with no error messages. 

    The resolution is completed. 

See the Web Help Desk Upgrade Guide for information about upgrading your deployment to version 12.0.0 and later. 

 

 

 

Last modified
09:01, 19 Jul 2017

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