Welcome to NetHelpDesk. The installer should be intuitive, and guide you through the process with the minimum amount of effort. Due the flexible nature of NetHelpDesk, certain parts of the install process can be done manually, such as using an existing instance of SQL Server to store the NHD database.
We recommend installing the NHD database into its own SQL Server Instance, using this installer. If you would prefer not to, please follow the manual installation, where indicated.
There are three main components when setting up NetHelpDesk:
Component 1 - Installing the NetHelpDesk folder, with contents for the general user interfaces.
Component 2 - Installing a SQL Server instance for the NetHelpDesk database.
Component 3 - Installing the Web Interfaces (End-user and Agent and Smartphone).
Before starting the install, some basic things to check:
1) Choose where you want to place the NetHelpDesk Main Installation folder. The default is the root of the C:\ Drive, but it can be stored anywhere you prefer.
2) The NetHelpDesk database uses Microsoft SQL Server. If you have an existing instance you wish to use, follow the manual installer for the database instead. If you wish to use the defaults, which creates a brand new instance in the same environment as the Main Installation folder, use this guide.
3) The Web Interfaces do not need to be installed on the same server as NetHelpDesk. If you have a dedicated Web server, you may want to use that location, detailed in this guide. Whichever you choose, three things need to be set in your environment before setting up the web interfaces:
a) IIS Manager v7.0 or above is installed on the machine.
b) The IIS has the CGI Module enabled.
c) .net Framework 3.5 is installed on the machine.
Similar to the Web Interfaces, the SQL Server database does not need to be installed on the same server as NetHelpDesk. If you have a dedicated SQL Server, you may want to use that location, and use the installer there instead.
If you already have a version of SQL Server on the server that you are installing NetHelpDesk onto, you may want to use an existing instance. For this, follow the manual installation of the SQL Server Database guide.
Please note: We recommend that before installing component 2, it is best to install Microsoft SQL Server Management Studio alongside the SQL Server Instance. This will help with any troubleshooting issues encountered in the future.
A free edition of Database Tools and Management Tools is available for download on the Microsoft website. This is recommended for queries and so on. Alternatively, you can access copies of SQL Management Studio 2008 R2 via our links below:
If you wish to install the web interfaces, and use the mobile apps (which rely on the web interfaces), some key points:
IIS Manager - To check if you have IIS installed, or to add it in, go to Control Panel > Programs > Programs and Features > Turn Features On or Off.
CGI Module - To check if you have the CGI module as part of the IIS install, go to Control Panel > Programs > Programs and Features > Turn Features On or Off > Internet Information Services > World Wide Web Services > Application Development Features. If you cannot see the web server role service initially, scroll down, and also make sure the ASP role service has been added to change size limit permissions.
.net Framework 3.5 - Most new Windows environments will already come with .net Framework 4.0, but unfortunately, this is doesn’t include previous .net Framework versions. You will still need to install 3.5 as well. It may already be installed.
For Server 2008 - Go to: Control Panel > Programs > Programs and Features > Turn Windows Features On or Off > Server Manager. Click Features > Add Features > .net Framework 3.5.1 features. No restart is required.
For All Other Windows Environments - Go to: nethelpdesk.com/dotnet.zip and download the installer file. This installer is from the Microsoft Website. Check the MS website for updates, if required. No restart is required.
Once IIS with CGI Module and .net Framework 3.5 are installed, the web interfaces can now be setup.
To install NetHelpDesk, do so in a place that is central for multiple users to access, like a server. NetHelpDesk does not need to be installed on each machine using this installer.
Go to the folder where you have downloaded the nethelpdesk.zip folder to.
1. Right click on the zip folder, and extract the files to a location you are happy with.
2. In the NetHelpDesk folder that is extracted, right click on the NHDsetup.exe file, and run as a local Administrator.
3. The InstallShield Wizard will open, and prepare for installation. Click Next when asked to.
4. Choose where to install the program to. The default is C:\NetHelpDesk. Click Next.
5. Click Install. Please wait the InstallShield Wizard installs NetHelpDesk. This may take several minutes.
6. Click the “Launch the program” checkbox.
Congratulations! You have installed Component 1 of NetHelpDesk! Wasn’t that easy?
7. When completed, a shortcut to NetHelpDesk and NHServer will have been placed onto the Desktop of the Server/Workstation you have installed component 1 of NetHelpDesk on.
These shortcuts will point to the Server or Workstation name, or Uniform Naming Convention (UNC) path, rather than “the C drive”. This allows the shortcut to be put onto other Workstations, so others can trial NetHelpDesk with you.
If the installer fails to share the NetHelpDesk folder itself in the location you specified, it will be a local machine privileges issue with your permissions. Ensure that the installer was installed as an administrator and you right clicked to “Run as Administrator”.
Otherwise, all being well, the installer will continue, and this is described below.
After component 1 is completed using the installer, a message appears to tell you that NetHelpDesk needs a SQL Server database.
Here you have three options:
A. OPTION SQL1 - Say “Yes”, and use the installer to create its own SQL Server Instance on the same machine as Component 1 is installed on, with a pre-packaged SQL database and shortcuts already configured for you.
B. OPTION SQL2 - Say “No”, and use an existing SQL Server instance on the same machine as Component 1 is installed on, or a different machine, perhaps a dedicated SQL Server, and manually import the NetHelpDesk database, and manually create/adjust shortcuts.
C. OPTION SQL3 - Say “No”, and create a new SQL Server instance on another machine, perhaps a dedicated SQL Server, and manually import the NetHelpDesk database, and manually create/adjust shortcuts.
Go to Start > All Programs on the machine to see if Microsoft SQL Server is already installed before proceeding.
If it is, you may want to add the NetHelpDesk database to this existing instance as per Option SQL 2. You can do this manually using the separate guide. We do recommend a separate instance though, as it helps us when supporting you, to keep everything separate.
A. OPTION SQL1
1. Click Yes, and allow NetHelpDesk to extract its pre-packaged SQL Server Express package from Microsoft. This can take a while, depending on the speed and resources of your environment.
2. The defaults for the instance are:
a. A SQL Server instance called “NETHELPDESK”,
b. Inside that instance a database called “NetHelpDesk”, and
c. The SQL Server Administrator (sa) account will be set for you, with a default password given to you on the screen.
Congratulations! You have installed Component 2 of NetHelpDesk! Wasn’t that easy?
3. If, for any reason, this is unsuccessful, contact of the NetHelpDesk Support Team, who are trained to assist with your needs.
4. Alternatively, you may wish to use the other options with manual installation instructions below.
To use OPTION SQL2 or OPTION SQL3, click No and decide which one option is the best for you. Then, proceed as necessary, using the manual install guide.
After Component 1 and two are completed, a message appears asking if you would “like to setup the web portal”. With the Web Interfaces, you have several options:
A. Option W1 - Click “Yes”, and use the installer to very quickly setup the web interfaces using IIS v7.0 or newer on the same machine as Component 1.
B. Option W2 - Click “No”, and install the web interfaces on a different machine, such as a dedicated web server.
Whichever option you decide, ensure that the elements in the “Before You Start” section above have been completed before proceeding.
A. Option W1
1. Click Yes in the installer.
2. The installer will create the web interfaces on the same server that NetHelpDesk is installed on.
3. If this fails, go back to the “Before You Start” section, and ensure everything is done as specified, or contact the NetHelpDesk Support Team.
4. When completed, the installer will then tell you the path to your web portal via your browser. An example path used to access to web interfaces internally is:
5. By default, the web interfaces will only be available internally to your network. To make external, see details in this guide.
Congratulations! You have installed Component 3 of NetHelpDesk! Wasn’t that easy?
If you have any questions or concerns, please speak with anyone at NetHelpDesk.
B. OPTION W2
Click No on the installer, and setup the web interfaces manually, as detailed in the manual install guide.
Should you need any assistance with this, or any other feature in NetHelpDesk, simply contact us. We want you to get the most from the product, and our teams are always happy to help.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.