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Home > Success Center > Web Help Desk (WHD) > Web Help Desk does not send push notifications to Apple mobile devices

Web Help Desk does not send push notifications to Apple mobile devices

Updated April 16, 2018

Overview

This article describes how to upgrade the Apple Push Notification Certificate when Web Help Desk no longer pushes notifications to Apple devices.

If you are running Web Help Desk 12.5.1 and later, see Upload and install a new APN certificate

Environment

  • Web Help Desk 12.2.0 to 12.5.0

Cause 

The Apple Push Notification Certificate has expired.

Resolution

If you are running Web Help Desk 12.2 to 12.5, download the latest APN certificate and install the update. 

Download the latest APN Certificate

  1. Log in to the SolarWinds Customer Portal.
  2. Go to License Management > My Downloads.
  3. In the View Downloads for field, select Web Help Desk. The Apple Push Notification Certificate is located in the Additional Downloads section.

Install the update 

  1. Log in to WHD as an administrator.
  2. Stop WHD.
  3. Unzip the APN certificate zip file to a directory on your WHD server. It should contain the PushNotificationProductionCertificate.p12 certificate file.
  4. Back up your existing APN certificate file.
  5. Navigate to your WebHelpDesk directory.
    Apple® OS X®:  /Library/WebHelpDesk    
    Microsoft® Windows®:  \Program Files\WebHelpDesk    
    Linux:  /usr/local/webhelpdesk
  6. Go to (WebHelpDesk)\bin\webapps\helpdesk\WEB-INF\lib
  7. In the \lib directory, back up the whd-web.jar file to a separate directory.
  8. Create a new whd-web.jar file that includes the new APN certificate.
  9. In the (WebHelpDesk)\bin\webapps\helpdesk\WEB-INF\lib directory, change the whd-web.jar file name to whd-web.zip.

    On some Windows Server operating systems, deselect the Hide extensions for known file types option in File Explorer before you change a file extension.

  10. On your WHD system, create a new directory called Temp.
  11. Extract the whd-web.zip file into the Temp directory.

    Note: When you are extracting a zip file in OSX GUI by double-clicking on whd-web.zip file there is no option to extract to specific directory. The files are extracted to /Users/[user_name]/Downloads/whd-web directory.

  12. When completed, the extracted files should include the Resources directory.
  13. Open the Temp\Resources directory.

    If you are using the OSX GUI, open the /Users/[user_name]/Downloads/whd-web/Resources directory.

  14. Copy the PushNotificationProductionCertificate.p12 file to the Resources directory, overwriting the current file.
  15. Close the Resources directory.
  16. Using a third-party file compression tool (such as 7-zip), select all files and subfolders in the Temp directory and create a new file called whd-web.zip
    • If Web Help Desk is installed on a Windows system, DO NOT send the files to a compressed (zipped) folder using the native Windows file compression utility. 
    • For OS X systems, If you are using OSX GUI select all files and subfolders in the /Users/[user_name]/Downloads/whd-web/ directory, right click on them and select compress XX items. New Archive.zip file will be created.
    • For OS X systems, DO NOT create the compressed file in Terminal using the zip tool. This process can damage the JAR package. Use the native zip tool in the graphical user interface or a third-party tool.
  17. Rename the new whd-web.zip file to whd-web.jar

    If you are using the OSX GUI, rename the Archive.zip file to whd-web.jar

  18. In File Explorer, re-select the Hide extensions for known file types option. 

    On some Microsoft Windows operating systems, you must deselect the Hide extensions for known file types option in File Explorer before you can change a file extension. 

  19. Copy the new whd-web.jar file to the (WebHelpDesk)\bin\webapps\helpdesk\WEB-INF\libdirectory.
  20. Delete the Temp directory and its contents.

    If you were using OSX GUI then delete /Users/[user_name]/Downloads/whd-web.

  21. In the(WebHelpDesk)\bin\webapps\helpdesk\WEB-INF\lib directory, delete the following file you renamed in a previous step: whd-web.zip
  22. Start WHD.
    The APN certificate is installed on your WHD system. If the certificate is applied correctly, the push notifications should display on your device. 

 

 

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