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Anybody using webhelpdesk.com software?

Posted on 2011-02-24
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Last Modified: 2013-12-07
Run web help desk software (free version) on XP Pro box. I can open and download my .pdf attachments inside my network but when I access my helpdesk from outside and select an attachment, I get "Internet Explorer cannot display the webpage." If I right-click and choose Save target as, I get "Internet Explorer cannot download download (yes twice) from helpdesk. The site was not found. Make sure the address is correct, and try again." Everything works fine from outside network, just this issue. Is there a port I need to open on my firewall (NetGear FVS318) or another hostname I need to add? I appreciate any help. I am testing the program and it has been awesome with this exception. Thx.
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Question by:xav1963
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9 Comments
 
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Expert Comment

by:APNFSSC
ID: 34976413
try popping an entry into the host file on your windows machine that points to the internal ip address or your webserver.

c:\windows\system32\drivers\etc\hosts

The file might be hidden so just open up notepad on your pc and pop the above into the file open dialogue and hit open.

Then add an extra line into it that points the domain name to the internal ip address

Example:

127.0.0.1 domain.com

if the webserver is on the same pc that your altering use above otherwise use the internal ipaddress.

Hope this helps.

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Author Comment

by:xav1963
ID: 34976725
The hostname is help.domain.com:8081, which I access fine inside and out.
I added 127.0.0.1   domain.com and 127.0.0.1   help.domain.com and still the same results. Anything else?
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Expert Comment

by:APNFSSC
ID: 34976748
what if you use the external access method and then right click on the link to the pdf, then choose copy link location (Firefox) or Copy Shortcut (Internet Explorer) ... then past that into notpad... what do you get?

Even just hovering over the link look down the bottom to where the link is pointing?

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Author Comment

by:xav1963
ID: 34976925
Right Click> Copy option is not available. Copy Shortcut just copies url but when click on it, get same error...
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Expert Comment

by:APNFSSC
ID: 34976951
Yes what's the URL
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Author Comment

by:xav1963
ID: 34977014
OK... figured what's going on but how do I fix...
When I remotely logon in browser, type "help.domain.com:8081" and logon fine.
But when I select an attachment, url changes to "helpdesk:8081/helpdesk/webobjects/"etc....
Only after editing the URL and change back to "help.domain.com:"....... then the pdf opens.
So how do I fix this so the attachments open up with correct URL?
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LVL 10

Expert Comment

by:APNFSSC
ID: 34977518
Is helpdesk in the config anywhere?
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Accepted Solution

by:
APNFSSC earned 2000 total points
ID: 34977556
http://downloads.webhelpdesk.com/whd_admin_guide_9.pdf

In the setup -> general -> options

What do you have in "Server DNS Name" ?

Screenshot of this is in chapter 3 page 7 of the pdf link above.
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Author Closing Comment

by:xav1963
ID: 34979228
That was it....I juist had "helpdesk" in that field. Now I have "help.domain.com" and it works...can open attachments...thx your help...
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