WatchGuard Support Center

Knowledge Base - Article

000016526
 Automatic upgrade of AD Helper for TDR fails due to out of memory condition error

Tracking ID: GPD-39454
Status: Resolved
Resolved In: v5.8.4
When you attempt to upgrade to AD Helper v5.8.4 for TDR from CDN, the upgrade can fail with an out of memory condition error.

To resolve this issue, the AD helper must be manually upgraded to version 5.8.4 or higher. After you upgrade, the AD helper will be able to successfully upgrade itself with future AD helper releases.   Please follow the instructions carefully to prevent loss of AD helper configuration.

  1. Use services.msc to stop the current AD helper service, or use the command “net stop helper” in a command prompt. 
  2. Back up the contents of the helperapp folder to another file location:
    • For systems with a 64-bit JRE installed - %WINDIR%\system32\config\systemprofile\helperapp\ to another file location.
    • For systems with a 32-bit JRE installed  - %WINDIR%\\sysWOW64\config\systemprofile\helperapp\.
  3. Uninstall the existing AD helper.
  4. Download the latest version of AD helper from the TDR management interface.
  5. Install the new AD helper.
  6. Use services.msc to stop the current AD helper service, or use the command “net stop helper” in a command prompt. 
  7. Replace the contents of %WINDIR%\system32\config\systemprofile\helperapp\ or %WINDIR%\\sysWOW64\config\systemprofile\helperapp\ with the backup you made in step 2. 
  8. Use services.msc to start the AD helper service, or use the command “net stop helper” in a command prompt.