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

Web Help Desk not sending push notifications to Apple mobile devices

Created by Caroline Musindi, last modified by MindTouch on Jun 23, 2016

Views: 127 Votes: 0 Revisions: 3


This article describes how to upgrade the Apple Push Notification Certificate when Web Help Desk Push notifications to Apple devices are no longer working in WHD 12.2 +. 


Web Help Desk 12.2.0 and later


This occurs when the Apple Push Notification Certificate has expired.


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 can be found under the Additional Downloads section at the bottom.

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. Go to (WebHelpDesk)\bin\webapps\helpdesk\WEB-INF\lib
  6. In the lib directory, back up the whd-web.jar file to a separate directory.
  7. Create a new whd-web.jar file that includes the new APN certificate.
  8. In the (WebHelpDesk)\bin\webapps\helpdesk\WEB-INF\lib directory, change the whd-web.jar file name to
    Note: On some Microsoft® Windows® operating systems, deselect the Hide extensions for known file types option in File Explorer before you can change a file extension.
  9. On your WHD system, create a new directory called Temp.
  10. Extract the file into the Temp directory.
    Note: When you are extracting a zip file in OSX GUI by double-clicking on file there is no option to extract to specific directory. The files are extracted to /Users/[user_name]/Downloads/whd-web directory.
  11. When completed, the extracted files should include the Resources directory.
  12. Open the Temp\Resources directory.
    Note: If you are using OSX GUI, open the /Users/[user_name]/Downloads/whd-web/Resources directory
  13. Copy the PushNotificationProductionCertificate.p12 file to the Resources directory, overwriting the current file.
  14. Close the Resources directory.
  15. 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
    • 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 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.
  16. Rename the new file to whd-web.jar
    Note: If you are using OSX GUI you need to rename the file to whd-web.jar
  17. In File Explorer, re-select the Hide extensions for known file types option. 
    Note: 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. 
  18. Copy the new whd-web.jar file to the (WebHelpDesk)\bin\webapps\helpdesk\WEB-INF\libdirectory.
  19. Delete the Temp directory and its contents.
    Note: If you were using OSX GUI then delete /Users/[user_name]/Downloads/whd-web
  20. In the(WebHelpDesk)\bin\webapps\helpdesk\WEB-INF\lib directory, delete the following file you renamed in a previous step:
  21. Start Web Help Desk. 

The APN certificate is installed on your Web Help Desk system.
When this is correctly applied, you should start seeing the push notifications come through.


Last modified
05:02, 23 Jun 2016