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Web Help Desk (WHD)

Forum Problem browsing WHD after upgrade

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Problem browsing WHD after upgrade

mc-3ct over 5 years ago

Today I have backed up my database from a 12.4.1 virtual appliance and moved it to a 12.4.1 2019 server. When running 12.4.1 I managed to log in fine and make sure the import had worked. I then ran the upgrade to 12.6.0 (I could not see anything that said I needed to install a different version in the middle). Now I can't log onto the WHD at all.

http://localhost:8081/

Shows WHD screen and says it will be redirected.

localhost:8081/.../Helpdesk.woa

Shows the error - Can't reach this page

https://localhost

Shows the error - Can't reach this page

Has anybody else seen this and know if there is a solution? I have raised a ticket but I would like to try and get it up and running this weekend.

0 cyribus over 5 years ago

Prior to the upgrade did you make sure all techs had a client account attached to them and the client account had a different user name than the tech account? As of 12.5.2 the following statement is added to the upgrade plan: If you are upgrading to WHD 12.5.2 or later, ensure that all techs have Tech and Client accounts to access Web Help Desk. After the upgrade, all techs must access their tech account using their client account or their WHD tech username and WHD password (which can be reset using the secure password reset logic). See this article for details.
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0 mc-3ct over 5 years ago in reply to cyribus

Thanks for the reply. It ended up being a problem with our SSL certificate. As soon as I copied the keystore and cacert files onto the Windows server the application stops booting. So it is now running with the standard SSL until we can get ours added in.
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