Article # 52
How to upgrade HelpDesk to the latest version
Short description: Refer to the attached pdf article to explain how to upgrade your HelpDesk to version 9.1....
Resolution: Download the latest version of everything HelpDesk at http://downloads.grouplink.netFor instructions on upgrading, see the attached document - Upgrading eHD to 91.pdf...
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Viewed: 2130
Group: eHD Standard Support
Last modified: Feb 3, 2012
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Article # 3
Allocate more RAM to Tomcat (For "PermGen" or "Java Heap Space" errors)
Short description: This article contains information about how to set up the JAVA_OPTS variables to increase the memory...
Resolution: For additional instructions (that usually contain images), see the attached document.Windows:1. Run (as administrator) the Configure Tomcat application. (tomcat5w.exe located in the tomcat directory root\bin\). 2. Click on the Java tab. 3. Under Java Options, add the following lines (to the botto...
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Viewed: 1477
Group: eHD Standard Support
Last modified: Feb 3, 2012
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Article # 2
Tomcat is using an incorrect version of Java (for Java errors)
Short description: This article contains information to modify the version of Java that Tomcat uses. This becomes nece...
Resolution: For additional instructions (that usually contain images), see the attached document.Note: Our installer (version 9.1 and higher) comes bundled with the correct version of Java. This resolution page is divided into 4 sections for different installation scenarios. Windows (for customers who have use...
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Viewed: 1295
Group: eHD Standard Support
Last modified: Feb 6, 2012
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Article # 71
Installing untrsted (self signed) SSL Certificate (for Simple Bind Failed error)
Short description: By default, eHD will not trust a self signed certificate. This article contains information to manu...
Resolution: For additional instructions (that usually contain images), see the attached document.Windows:1. Download our SSL Certificate transfer utility http://downloads.grouplink.net/pub/eHD/Configuration/InstallCert-1.4-Key1.zip to your helpdesk server.2. Run (as administrator) the Configure Tomcat appli...
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Viewed: 1239
Group: eHD Standard Support
Last modified: Feb 6, 2012
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Article # 47
Netware/Tomcat/Apache information
Short description: This article gives information about how to set up the configuration files and troubleshoot HelpDesk...
Resolution: First of all, on Netware installs, you need to make sure that the grouplink.conf or grouplink-nw.conf file is in the /tomcat/conf/ directory. This file links tomcat with apache and it must also be referenced in the httpd.conf file located in the /apache2/conf/ directory. The grouplink.conf file must...
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Viewed: 1079
Group: eHD Standard Support
Last modified: Feb 6, 2012
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Article # 5
eHD on port 80 instead of port 8080 (Tomcat Port Settings)
Short description: This article contains information to run tomcat on port 80 instead of the default port 8080. This w...
Resolution: For additional instructions (that usually contain images), see the attached document.Windows:1. Browse to Tomcat s configuration folder (default is C:\Program Files\Apache Software Foundation\Tomcat 6.0\conf)2. Edit server.xml with a text editorFind Connector port= 8080 and change to:Connector po...
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Viewed: 838
Group: eHD Standard Support
Last modified: Feb 6, 2012
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Article # 4
HelpDesk won’t open and it isn’t started in the Tomcat Manager.
Short description: Problem: HelpDesk won t open and it isn t started in the Tomcat Manager....
Resolution: Problem: HelpDesk won t open and it isn t started in the Tomcat Manager.Error: sunJCE error shows up in the Tomcat logs.Resolution: There could be many reasons why HelpDesk isn t opening or won t start, but if you see the sunJCE error, it is because HelpDesk is using the IBM JVM (Java Virtual ...
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Viewed: 828
Group: eHD Standard Support
Last modified: Feb 6, 2012
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Article # 36
Email to Ticket problems
Short description: This article may help resolve some problems with the email to ticket feature....
Resolution: Some things to try:1. Make sure IMAP is enabled. Follow this article to find out how to enable IMAP in Exchange Server 2007: http://technet.microsoft.com/en-us/library/bb124489(EXCHG.80).aspx2. Try checking the Use SSL checkbox on the Incoming Mailbox setup page.3. If you have connection control e...
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Viewed: 827
Group: eHD Standard Support
Last modified: Feb 5, 2012
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Article # 28
Database Connectivity errors:
Short description: A brief description of what the errors mean and where you should start...
Resolution: Could not connect to database: the login fails.This will only happen when you re trying to connect to a MSSQL server that is running in windows authentication mode. ContactWise needs mixed mode in order to work. If this pops up in postgres or oracle, make sure that the ODBC DNS entry you created in ...
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Viewed: 786
Group: ContactWise Standard Support
Last modified: Feb 6, 2012
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Article # 16
Reporting Error-MySQL
Short description: When clicking on Reports in the Management Console, I get a fatal error. May include the following...
Resolution: This usually occurs with NetWare users and the reason this is happening is because you are running MySQL version 4.0. HelpDesk is not compatible with MySQL versions prior to version 5.0 Although HelpDesk will run with seemingly no problems, it is highly recommended not to run HelpDesk with MySQL ver...
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Viewed: 742
Group: eHD Standard Support
Last modified: Feb 6, 2012
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