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Home > Success Center > Web Help Desk (WHD) > WHD - Knowledgebase Articles > WHD 12.6 Hot Fix 1 Release Notes

WHD 12.6 Hot Fix 1 Release Notes

Updated December 13, 2018

This hot fix is now available on the Customer Portal. For assistance, contact SolarWinds Technical Support.

This hot fix provides the following improvements:

  • Custom fields now save data in all situations
  • High asset volume performance issues are resolved
  • Linked client account no longer restricts views in some situations
  • Apache Tomcat version information no longer displays in HTTP 404 pages
  • "Use as FAQ" now behaves as expected
  • Improved functionality with archived request types
  • Dashboard widgets no longer time out

This hot fix requires Web Help Desk 12.6 installed on your Web Help Desk server.

In the installation instructions, <WebHelpDesk> represents the Web Help Desk home folder. The default home folders for various operating systems are listed below:
- Apple® macOS: /Library/WebHelpDesk
- Microsoft® Windows®: \Program Files\WebHelpDesk
- Red Hat®/CentOS™/Fedora Linux: /usr/local/webhelpdesk

Install Hot Fix 1

  1. Log on to Web Help Desk as an Administrator.
  2. Stop Web Help Desk.
    1. Navigate to the <WebHelpDesk> directory.
    2. Right-click whd_stop.bat and select Run as Administrator.
  3. Download and unzip the Hot Fix 1 ZIP file to a directory on your Web Help Desk server.
  4. Back up your existing Web Help Desk configuration files.
    1. In the <WebHelpDesk>/bin/tomcat/conf directory, back up the following file:
      • web.xml
    2. In the <WebHelpDesk>/bin/webapps/helpdesk/error-pages/ directory, back up the following file:
      • 404.html
    3. In the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory, back up the following files:
      • whd-core.jar
      • whd-dao.jar
      • whd-persistence.jar
      • whd-web.jar
    4. In the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/ directory, back up the following file:
      • web.xml
    5. In the <WebHelpDesk>/bin/webapps/ROOT/ directory, back up the following file:
      • 404.html
    6. In the <WebHelpDesk>/conf/ directory, back up the following file:
      • tomcat_web_template.xml
  5. Install the files included with this hot fix into the appropriate directories on your Web Help Desk server.
    1. Copy the following file included with this hot fix to the <WebHelpDesk>/bin/tomcat/conf directory, overwriting the existing file:
      • web.xml
    2. Copy the following file included with this hot fix to the <WebHelpDesk>/bin/webapps/helpdesk/error-pages/ directory, overwriting the existing file:
      • 404.html
    3. Copy the following files included with this hot fix to the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory, overwriting the existing files:
      • whd-core.jar
      • whd-dao.jar
      • whd-persistence.jar
      • whd-web.jar
    4. Copy the following file included with this hot fix to the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/ directory, overwriting the existing file:
      • web.xml
    5. Copy the following file to the <WebHelpDesk>/bin/webapps/ROOT/ directory, overwriting the existing file:
      • 404.html
    6. Copy the following file included with this hot fix to the <WebHelpDesk>/conf/ directory, overwriting the existing file:
      • tomcat_web_template.xml
  6. Start Web Help Desk.
    1. Navigate to the <WebHelpDesk> directory.
    2. Right click whd_start.bat and select Run as Administrator.
      Hot fix 1 is installed on your Web Help Desk server.

Uninstall Hot Fix 1

  1. Log on to Web Help Desk as an Administrator.
  2. Stop Web Help Desk.
    1. Navigate to the <WebHelpDesk> directory.
    2. Right-click whd_stop.bat and select Run as Administrator.
  3. Locate the directory containing your backup files.
  4. Install your backup files into the appropriate directories on your Web Help Desk server.
    1. Copy the following file from backup to the <WebHelpDesk>/bin/tomcat/conf directory, overwriting the existing file:
      • web.xml
    2. Copy the following file from backup to the <WebHelpDesk>/bin/webapps/helpdesk/error-pages/ directory, overwriting the existing file:
      • 404.html
    3. Copy the following files from backup to the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/lib/ directory, overwriting the existing files:
      • whd-core.jar
      • whd-dao.jar
      • whd-persistence.jar
      • whd-web.jar
    4. Copy the following files from backup to the <WebHelpDesk>/bin/webapps/helpdesk/WEB-INF/ directory, overwriting the existing file:
      • web.xml
    5. Copy the following file from backup to the <WebHelpDesk>/bin/webapps/ROOT/ directory, overwriting the existing file:
      • 404.html
    6. Copy the following file from backup to the <WebHelpDesk>/conf directory, overwriting the existing file:
      • tomcat_web_template.xml
  5. Start Web Help Desk.
    1. Navigate to the <WebHelpDesk> directory.
    2. Right click whd_start.bat and select Run as Administrator.
      Hot fix 1 is uninstalled from your Web Help Desk server.
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