Upgraded Webhelpdesk 12.8.5.108 - Speed Issues

I too have seen this but it was intermittent. Sounds like a Debug Log (Healthcheck report) needs to be reviewed by SW Support to better understand the behavior. BTW Which OS and Database do you use for your WHD?

Thank you for responding.

Win server 2019 / SQL Studio Mngt 20 

Probably missing jabsorb.jar from ..\WebHelpDesk\bin\webapps\helpdesk\WEB-INF\lib folder. Support advise you can use a version from a 12.8.3 or 12.8.3+HF3 install if you still have it archived from upgrade to 12.8.5.

I have been dealing with this issue since installing. Going back and forth with support for almost a month now. They said no one else was experiencing it. I am out of things to try. I did the jabsorb.jar file and saw no change whatsoever.

Perhaps you should refer them to this Thwack thread as Bugmills  clearly has the same issue so there is at least one other SW case going around. Are you within a similar environment with WHD Installed on a Windows Server and connected to a MS SQL Database Server?

I am running WebHelpdesk version 12.8.4 and recently looked at upgrading to version 12.8.5.  I have attempted this two times and have had to open a case with SolarWinds Support over the same issue being described above.  I am running a dedicated application server for the WebHelpdesk Application running on Server 2022 and a Dedicated SQL Sever running on Server 2022 and SQL 2019 with current CU.  After reading the release notes I had expected to have to reconfigure my database connection which was the case.  The upgrade of the application appeared to be successful and the database got updated.  When I tried to login to the application I immediately noticed performance issues.  It took at least a minute to login to the application.  Searching for tickets took at least a minute.  Navigating the application was very slow.  Both of my servers are VMs and I had a snapshot of the servers prior to this so I reverted back and everything was working as expected. 

I opened a case with Solarwinds Support on this issue and was asked to schedule the upgrade again during my next maintenance window.  Yesterday I tried the upgrade again and had the same problem.  I do remember reading in the release notes that it was stated the following:

1. Stop the Web Help Desk server.
2. Take a backup of the .whd.properties file(<webhelp desk>/conf) and remove it from the conf folder.
3. Start the Web Help Desk Server.
4. Enter the database credential and complete the process.

1. Execute the migration tool from the Web Help Desk home directory.
2. Restart the Web Help Desk application.

This time I ran the migrate.bat however had to make some adjustments since our applications are not directly installed on the C: Drive.  I did get a error related with Java with this and uploaded to my case with SolarWinds.

I was asked by Support to enable DEBUG logging and upload the logs.  If I tried to enable DEBUG logging the system just hung for several minutes.  I had to stop and restart the Helpdesk Service to access the system again.  I was able to get logging but I don't believe I was able to enable DEBUG mode.  I just got another response from their support that they want to try the upgrade again but watch the installation over a WebEx session.  

I currently don't have this scheduled for a specific time but stated to search if I found any other posts related with the issues I have been having and came across this posting.

You can force WHD to start in DEBUG log Mode using the following: Append <WebHelpDesk>\bin\wrapper\conf\wrapper_template.conf file and add:

wrapper.java.additional.20=-DWHDScriptLogLevel=DEBUG

**Note**The number (.20) should follow the number in the sequence.

Revert to the original wrapper_template.conf afterwards and restart as you will not want to run in Debug Log Mode all the time.

I am having this issue as well, but it's closer to 20 seconds for each click. Even going into a ticket takes 20 seconds. When I switch to the end user mode, then it seems like the normal speed.

There is a Hot Fix 1 available now so might be worth applying this to see if this helps. It gets rid of the yellow banner for Tech Admins as well!

I am about to apply HF1. I will update the feed if this helps