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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

Table of contents

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.
Last modified
10:10, 8 Aug 2017

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