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Home > Success Center > Web Help Desk (WHD) > Web Help Desk 12.5.2 System Requirements

Web Help Desk 12.5.2 System Requirements

Last Updated: November 14, 2017

Supports: Web Help Desk 12.5.2

Important: These system requirements define the minimum requirements for Web Help Desk 12.5.2.

For additional information about requirements, see the Web Help Desk 12.5.2 Release Notes

Server hardware and software requirements

Hardware

Component Requirements
CPU 64-bit Dual Core 3.0GHz or faster
RAM

3GB (up to 10 technicians)

Add 1GB for every 10 additional technicians

Hard Drive Space 20GB
Application Ports

8443 (default)

20293 (Embedded PostgreSQL)

Operating system

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

10.12.0 (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)

Oracle Java Version 8.0

Web browser

Due to 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 and the latest version of Web Help Desk.

Type Supported versions
Google Chrome Chrome 61 and later
Mozilla Firefox

Firefox 56.0.1 and later

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 10

Safari 11

Microsoft Edge Edge 38 and later

Web server requirements

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

Product Version
Apache Tomcat

7.0.82

Server sizing requirements

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

Deployments with fewer than 20 techs

If your deployment will support 20 tech sessions or fewer, you can run Web Help Desk on a system with:

  • A supported operating system
  • A 32-bit Java Virtual Machine (JVM)
  • 4GB RAM (up to 3.7GB 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 onboard memory issues.

To adjust the maximum memory setting, edit the MAXIMUM_MEMORY option in the WebHelpDesk/conf/whd.conf file.

Deployments with more than 20 techs

If your deployment will support more than 20 tech sessions, SolarWinds recommends installing Web Help Desk on a system running:

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

Configuring the JVM

To enable the JVM, add the following argument to the JAVA_OPTS option in the /library/WebHelpDesk/conf/whd.conf file:

JAVA_OPTS="-d64"

To increase the max heap memory on a JVM, edit the MAXIMUM_MEMORY option in the WebHelpDesk/conf/whd.conf file.

For other operating systems, install your own JVM and then update the JAVA_HOME option in the WebHelpDesk/conf/whd.conf file to point to your Java installation.

SolarWinds product integration requirements

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

SUPPORTED PRODUCT VERSION

SolarWinds Orion platform

Version 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

Database requirements

Web Help Desk uses an embedded PostgreSQL database as its standard database. See the embedded database requirements for specific requirements.

The following table lists the supported databases.

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 SP1

SQL Server 2014

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

See MySQL requirements and SQL Server requirements for specific software and hardware requirements.

Oracle Java Database Connectivity (JDBC) driver requirements

Web Help Desk for macOS 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. 

MySQL requirements

The following table lists the minimum software and hardware requirements for a MySQL® database server.

Product Requirements
CPU speed

64-bit Dual Core 3.0GHz or better

Hard drive space

20GB

Memory

3GB plus 1GB for every additional 10 techs

SQL Server requirements

The following tables list the minimum software and hardware requirements for a database server running Microsoft SQL Server.

Software

Software Requirements

Microsoft SQL Server

SQL Server 2008 R2 SP3

SQL Server 2012 SP2

SQL Server 2014

Hardware

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

Discovery connector requirements

The following table lists the supported discovery connectors used for asset discovery.

Discovery Connector Supported Versions
SolarWinds Network Configuration Manager (NCM)

NCM 7.5

SolarWinds Network Performance Manager (NPM)

NPM 12

SolarWinds Server and Application Monitor (SAM)

SAM 6.2

SAM 6.2.3

Absolute Manage (HEAT Lanrev)

Absolute Manage 7.3 build 5642

Apple Remote Desktop

Remote Desktop 3.8

Casper

Casper 9.96

Lansweeper

Lansweeper 6.0.100.75

Microsoft System Center Configuration Manager
(SCCM)

SCCM 1511 (64-bit)

LDAP requirements

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

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

This section lists the required mail server software and supported protocols.

Software

Product Supported versions
Microsoft Exchange Server

Exchange Server 2010

Exchange Server 2013 CU7

Exchange Server 2016

Office 365®

Supported protocols

  • IMAP
  • POP3
  • SMTP

Mobile client requirements

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

Platform Supported operating systems
Apple

iOS 10

iOS 11

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