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Updating Your NetHelpDesk Version Manually

Updates to NetHelpDesk are available on a regular basis, as the product develops based on Customer feedback. The files link here is the latest stable version, but newer BETA versions may be available. Once a BETA becomes stable, it is nominated as a Release Candidate and future patches are applied to this, until it is stable.

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PLEASE NOTE: Unless specifically advised to do so, by a NetHelpDesk representative, we recommend that ALL customers only ever upgrade to the New Stable Patch version.


Future Versions

To view a list of the latest updates and release notes, from the latest stable and future versions, go to N > Help > Show Release Details > From Futures Versions. This will load much quicker, as it will present you with all the latest information.

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You can read all the latest features and bug fixes that have been made available, by clicking on the version number on the left hand side.


All Versions

To view a list of the updates and release notes, from older versions, go to N > Help > Show Release Details > From All Versions. As we update NHD on a regular basis, this screen may take a while to load, so please be patient. You will be able to read everything we have added to the program in recent years.

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You can read all the latest features and bug fixes that have been made available, by clicking on the version number on the left hand side.

PLEASE NOTE: Unless specifically advised to do so, by a NetHelpDesk representative, we recommend that ALL customers only ever upgrade to the New Stable Patch version.

You can choose to upgrade the program automatically straight from the Release Information screen, or manually. Both are simple file replacements, and must be actioned on the server that NHD is installed on, rather than on individual workstations. These will update automatically as you update the central one on the server.


Version Types

There are three main boxes, showing the BETA version, the latest Release Candidate version, and the latest Stable version.

DISCLAIMER - PLEASE NOTE: If you choose to upgrade to a version other than the New Stable Patch, against or without the advice of a NetHelpDesk representative, you do so with the understanding that there may be issues with the version you are upgrading to, and support of this falls outside of the standard NetHelpDesk Service Level Agreement (SLA) as stated in our Terms and Conditions. For more information, please speak with our teams.


Searching Release Notes

There is also a facility to search release notes for key terms, related to features you may be looking at. Make sure that when searching, to use specific terminology, rather than vague keywords. If you cannot find what you are looking for, please speak with any member of the NetHelpDesk teams.

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PLEASE NOTE: If you have NetHelpDesk installed on a server, and you do not have administrator rights to read and write to the NetHelpDesk folder, please do not proceed with the upgrade, and speak with the relevant IT people available to you.

Whilst NHD now has the capability to run this upgrade for you, there are still some items to consider before doing so, and you may, for whatever reason, want to upgrade the program manually, in accordance with your processes and procedures of business.


Hosted Customers

If you are a hosted customer of NetHelpDesk's, and your data is stored on a server maintained by NetHelpDesk, all you need to do to upgrade, is log a support ticket, in line with our standard Service Level Agreement (SLA), as detailed in our standard Terms and Conditions of business. NetHelpDesk will take care of the rest for you, and arrange a suitable time for system downtime, and liaise with your team moving forward.


NetHelpDesk Upgrade Prior Considerations

Here are some basic considerations prior to upgrading. However, these items are not exhaustive, and your own internal policies and procedures should also be adhered to.

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DISCLAIMER - PLEASE NOTE: If you choose to upgrade without taking into consideration any of these items, customers do so entirely at their own risk. At no point is NetHelpDesk responsible for the back up and restoration files that are in your environment, outside of what is specified in our standard Terms and Conditions.

Whether choosing to upgrade manually or automatically, both will yield the same results. NHD upgrades consist of a simple file replacement procedure, and then an upgrade of the database, where version numbers have increase.

PLEASE NOTE: If you have NetHelpDesk installed on a server, and you do not have administrator rights to read and write to the NetHelpDesk folder, please do not proceed with the upgrade, and speak with the relevant IT people available to you.


Understanding Versions

At NetHelpDesk, we have 6 digit numbers for our version, which are easily split into 3 parts:

10.59.01

AA.BB.CC

These three parts are defined, as follows:

If your version number change involves AA and/or BB number changes, a full upgrade procedure is mandatory. In very rare occasions do CC version upgrades cause any issues to the database.


Upgrading Manually

The upgrade program automatically downloads key files, and replaces them in the folders for you. There are many reasons why someone would want to upgrade these files manually, rather than use the upgrade program. These could include wanting to see what happens in the process, to deepen your understanding of NHD, or permissions on the machine NHD is installed on, a previous error in the automatic upgrade process, and so on. All the automatic upgrade program does, is download key files, and replace the old files with new ones. This is what we do here, manually.

Click the link below to download the latest stable version files.

nethelpdesk.com/upgradefiles


Once the zip folder has downloaded fully, make sure you unzip the folder using your chosen .zip locker program. Windows has its own version, which is more than acceptable for this process.

PLEASE NOTE: The Zip process on most programs may compress certain files when adding them to a .zip folder. Make sure to "Unzip" the folder, before proceeding, to make sure the files copy correctly.



Old Folder Structure

C:\NetHD

C:\NHWeb

New Folder Structure

C:\NetHelpDesk\Win

C:\NetHelpDesk\Web


PLEASE NOTE: Please remember to take full back ups of custom files, especially web portals. There is a "Custom HTML" folder for any HTML templates which have been changed to meet your business requirements.

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Upgrading Database

Once the files have been replaced, the next step will be the upgrade of the database.

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PLEASE NOTE: If anything stops, errors or causes any issues during this process, please screenshot and detail what has happened. You can roll back to your previous version, and database, using your company's standard procedures. Once done, contact NetHelpDesk Support to discuss the error message, and plans moving forward.


Upgrading Workstation Version

When NetHelpDesk is installed centrally, a shortcut will be used to install files locally. Following an update to NetHelpDesk centrally, the workstations versions will automatically update using a locally installed file called NetHelpDeskClientUpdater.exe. If you have User Account Controls (UAC) in place, you may need to authorise the program to run on the workstation.

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Once running, the updater will upgrade locally installed files key to using NetHelpDesk for you. No manual intervention should be needed. The NetHDClient.exe is the main executable that runs the NetHelpDesk Windows interface.

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Other files include Notify.exe, which runs the desktop assistant, which controls Windows Notifications from the main interface, any telephone system integration, allows for Agents rich text chat, and so on.

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The last file will be the Client Updater itself, if new programs have been added to the suite.

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Speak with anyone at NetHelpDesk should you need any further assistance, by clicking on contact in the main menu.


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