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

Collect diagnostic information using HealthCheck

Updated 3/29/2018

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.

Replicate the issue with the logs in Debug mode

To make sure that information about the issue is captured, put the logs in debug mode and replicate the issue.

  1. Make sure all logs are in Debug mode:
    1. In the Web Help Desk main menu bar, click Setup.
    2. Under General, click Logs.
    3. Change all log settings to Debug.
  2. Stop the Web Help Desk Services. 
  3. Go to the <Web_Help_Desk> installation folder then delete the files inside the <log> folder.
  4. Restart the Web Help Desk Services. 
  5. Replicate the issue. 
  6. Run the HealthCheck report as described in one of the following sections.

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. Make sure all logs are in Debug mode:
  2. Open a terminal window.
  3. Execute the following:
    cd <WebHelpDesk>/HealthCheckUtility
    sudo ./start_healtchck.sh
  4. 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.
  5. Send the ZIP file to Support for troubleshooting and diagnosis. 

 

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