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Home > Success Center > Web Help Desk (WHD) > Web Help Desk 12.5.2 Installation Guide > Plan for a production deployment > Installation requirements

Installation requirements

Updated: November 14, 2017

This section describes the requirements for setting up a SolarWinds Web Help Desk deployment in a stand-alone or Orion deployment.

If you plan to enable Federal Information Processing Standard (FIPS) 140-2 compliant cryptography in your deployment, see the Web Help Desk Administrator Guide for specific requirements.

Server sizing requirements

Use the following table to determine the requirements for your Web Help Desk deployment size.

Deployment Size Requirements
20 tech sessions or fewer
  • A supported operating system
  • A 32-bit Java Virtual Machine (JVM)
  • 4 GB RAM (up to 3.7 GB for the tech sessions, JVM support, operating system, and any additional services you need to run on the system)

This configuration supports 10 - 20 tech sessions with no on-board memory issues.

More than 20 tech sessions
  • A supported operating system
  • A 64-bit JVM
  • 3 GB RAM for 20 tech sessions plus 1GB RAM for each additional 10 tech sessions

Server requirements

The following table lists the Web Help Desk server requirements for Web Help Desk.

Component Requirements
CPU 64-bit Dual Core 2.0 GHz or faster
Memory

4 GB (up to 20 technicians)

3 GB (more than 20 technicians) plus 1 GB for every 10 additional technicians

Hard Drive Space 20 GB (recommended)
Oracle® Java™ Version 8.0

Operating system requirements

The following table lists the supported operating systems for the Web Help Desk server.

If you are upgrading your Web Help Desk server to macOS 10.3.x (High Sierra), some Tomcat web applications will fail. See Tomcat web applications fail after upgrading to macOS 10.13.x (High Sierra) for a workaround.

Platform Supported versions

Microsoft® Windows Server®

Windows Server 2008 R2 (64-bit)

Windows Server 2012 (64-bit)

Windows Server 2012 R2 (64-bit)

Windows Server 2016

Microsoft Windows

(Trial evaluation only)

Windows 7 (64-bit)

Windows 8.1 (64-bit)

Windows 10 (64-bit)

macOS

10.12.x (Sierra)

10.13.x (High Sierra)

Red Hat® Enterprise Linux (RHEL)

RHEL 6.5 (64-bit)

RHEL 7.0 (64-bit)

CentOS™

CentOS 6.5 (64-bit)

CentOS 7.0 (64-bit)

Fedora™

Fedora 24 (64-bit)

Fedora 25 (64-bit)

Web server requirements

The following table lists the supported web servers for Web Help Desk.

Product Version
Apache™ Tomcat™ 7.0.82

Database requirements

Web Help Desk uses an embedded PostgreSQL database as its standard database. The following table lists the supported databases for Web Help Desk.

Database Supported versions
PostgreSQL

PostgreSQL 9.2

PostgreSQL 9.3.2

PostgreSQL 9.4

PostgreSQL 9.6

MySQL™

MySQL 5.6

MySQL 5.7

Microsoft® SQL Server®

SQL Server 2008 R2 SP3

SQL Server 2012 SP2

SQL Server 2014

For optimal external database performance, run Web Help Desk and a supported external database on separate servers.

SQL Server and MySQL server requirements

The following table lists the minimum hardware requirements for a database server running a Microsoft SQL Server or MySQL database with Web Help Desk.

Component Requirements
CPU 64-bit Dual Core 3.0 GHz or higher
Hard drive space 20 GB
RAM 3 GB with 1 GB additional RAM for every additional 10 techs

Oracle Java Database Connectivity (JDBC) driver requirements

Web Help Desk for OS X includes an embedded Java Virtual Machine (JVM). If you are running an external Oracle JVM, Web Help Desk preserves your Java settings during the installation procedure and continues to use the external Oracle JVM.

If you are migrating from an external JVM to the embedded JVM included with Web Help Desk and you are using a MySQL database, ensure that the new embedded Java directory on your Web Help Desk server includes the Oracle Java Database Connectivity (JDBC) driver.

See the Oracle website to download the latest JDBC driver.

Web browser requirements

The following table lists the recommended web browsers for Web Help Desk.

Because of frequent Google® Chrome® v32 and Mozilla® Firefox® v32 updates, check the SolarWinds support website for the latest information about compatibility issues between these web browsers.

Type Supported versions
Google Chrome Version 58
Mozilla Firefox

Version 53

Microsoft Internet
Explorer® (IE)

IE10

IE11

Do not enable Enterprise Mode on Internet Explorer. This setting forces Internet Explorer to emulate version 7, which is not supported.

Apple Safari®

Safari 9

Safari 10

Microsoft Edge Version 38

SolarWinds product integration requirements

The following table lists the SolarWinds products that integrate with Web Help Desk.

Supported Product Version

SolarWinds Orion platform

Orion Platform 2017.1 and later

SolarWinds Network Performance Monitor (NPM)

NPM 12.0.1

SolarWinds Server and Application Monitor (SAM)

SAM 6.4.2

SolarWinds Network Configuration Monitor (NCM)

NCM 7.5

DameWare Mini Remote Control (MRC)

Dameware MRC 12.0.3

Discovery connector requirements

The following table lists the supported discovery connectors used in Web Help Desk for asset discovery.

Discovery Connector Supported Versions
SolarWinds Network Configuration Manager (NCM)

Version 7.5

SolarWinds Network Performance Manager (NPM)

Version 12

SolarWinds Server and Application Monitor (SAM)

Version 6.2

Version 6.2.3

Absolute Manager (HEAT Lanrev)

Absolute Manager 7.3 build 5642

Apple Remote Desktop

Version 3.8

Casper

Version 9.96

Lansweeper

Version 6.0.100.75

Microsoft System Center Configuration Manager

(SCCM)

SCM 1511

LDAP requirements

The following table lists the supported Lightweight Directory Access Protocol (LDAP) software products for Web Help Desk.

Product Supported versions
Microsoft Active Directory®

Active Directory 2008

Active Directory 2012

Active Directory 2012 R2

Open Directory

Open Directory 4

OpenLDAP®

OpenLDAP 2.4

OpenLDAP 2.4.42

Mail server requirements

The following table lists the supported mail server, versions, and protocols for Web Help Desk.

Product Supported versions Supported Protocols
Microsoft Exchange Server

Exchange Server 2010

Exchange Server 2013 CU7

Exchange Server 2016

IMAP

POP3

SMTP

Web Help Desk Mobile requirements

The following table lists the supported client operating systems for the Web Help Desk Mobile software available on Apple iTunes.

Platform Supported operating systems
Apple

iOS 10

iOS 11

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