Increase the JVM Memory

Web Help Desk requires more max heap memory than the JVM (Java Virtual Machine) default. After installation, increase the MAXIMUM_MEMORY value in the whd.conf file and restart Web Help Desk.

The following procedure applies to Windows. For other operating systems, see this knowledge base article.

1. Use the following formula to determine the appropriate amount of memory for your deployment:

   (Average number of concurrent techs x 150) + (Average number of concurrent users x 25) = MAXIMUM_MEMORY value

   Example: If the average number of concurrent techs is 10 and the average number of concurrent users is 50, the recommended MAXIMUM_MEMORY value is 2750 (which is 2.75 GB):

   (10 x 150 = 1500) + (50 x 25 = 1250) = 2750

   The MAXIMUM_MEMORY value should not be greater than the Web Help Desk server's RAM.

2. Open the whd.conf file in a text editor. The default file location is:

   C:\Program Files\WebHelpDesk\conf\whd.conf

3. Change the MAXIMUM_MEMORY value and save the file.
4. Restart Web Help Desk:
   1. Open the installation directory (C:\Program Files\WebHelpDesk, by default).
   2. Right-click whd_stop.bat and choose Run As Administrator.
   3. After the command prompt window closes, right-click whd_start.bat and choose Run As Administrator.