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Home > Success Center > Web Help Desk (WHD) > Viewing a linked file in a ticket generates an error

Viewing a linked file in a ticket generates an error

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Issue

When you open a Web Help Desk ticket and click on a linked file attached to the ticket, one of the following errors display:

Error
[file name]
Invalid download link

Cause

The simultaneous database connection threshold limit configured in the whd.conf file is set too high. 

Resolution

Reduce the DATABASE_CONNECTIONS parameter value in the whd.conf file. 

  1. Log in to the Web Help Desk server as an administrator.
  2. Navigate to your Web Help Desk directory.
    - Apple® OS X®:  /Library/WebHelpDesk    
    - Microsoft® Windows®:  \Program Files\WebHelpDesk    
    - Linux: /usr/local/webhelpdesk
  3. Open the \conf directory.
  4. Open the whd.conf file in a text editor (such as Notepad).
  5. Scroll down to Database Connections
  6. Reduce the DATABASE_CONNECTIONS parameter to a lower value. 
    db conn1.jpg
  7. Save and close the file. 
  8. Open the Web Help Desk Admin Console.
  9. Locate and resend the ticket email that includes the attachment.
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