RoboHelp or RoboServer Issue?

Hello
Using RoboServer 8 and publishing RoboHelp 8 (in FlashHelpPro format to the server). Recently, the server started crashing every day in our production environment. This error was provided by our NetOps team. Anyone know why this error would display? Once we restart the server the help comes back up in production. It just started last Thursday (June 14th) and has been happening daily. Any help you can provide would be appreciated. Thanks, Lana

Hi Lana.
I doubt whether the log file will mean much to anyone here. Was there any change that took place just before the server that could be the cause of the crashes? Or was there any new or amended projects published to it? Do you have a Test environment? If you have, are you seeing the same issue there? Another thing to check is if the issue is being caused by a CSH call. See if this link sheds any light.

Similar Messages

RoboHelp 10 - SVN Issue

Hi there,
We are having an issue with RoboHelp 10 and SVN (Subversion 1.7.5).
Say, for example, I add three new topics to an online help project, close the project and commit the changes. My colleague performs an SVN update - she can see that the new files are brought down from the server. The new files are then visible in the physical RoboHelp project folder - so SVN has done its job. However, when she opens the online help project on her machine, the three new files are appearing with the red 'X' in the table of contents - suggesting RoboHelp cannot find the files (as per the image below). The files are also not displayed in the project manager pod. However, if we perform a manual import in the project manager, the files are added to the project manager and no longer displayed with the red 'X' in the table of contents.
This has only happened since we upgraded to RH 10 from RH 9. Could it be that there is some setting that we need to configure?

Hi there,
Just to follow up - our tools department is convinced that this must be a problem with RH rather than SVN as SVN seems to be doing what it should. So we are really quite lost! Do you know if it's possible to reinstall RoboHelp 9? Could that be a solution?
The Import/Restore option doesn't work in the case where a team member creates a new file inside a new directory in the project manager. In this case, RoboHelp doesn't seem to be able to pick up the new directory after the SVN commit and update - and so it can't find the file at all. Restore and import do work, however, where a new file is added at root level or in an existing folder.

ADA Fixes for Robohelp: Frames & CSS Issues

Fellow Robohelpers:
I am attempting to resolve a set of major issues within Robohelp 8
a) Frames are not properly named in Robohelp 8. Is anyone aware with which files to change (post generation or pre-generation of outputs) to rename Frames so the visually impaired user is clearly informed which frame they are on
b)When you disable CSS, the navigational elements (frames) become a jumble. They do not function correctly (TOC, Index, Search) since Robohelp is heavily CSS dependent and hides objects (text fields, the various left hand navigational elments) behind CSS.
Any reccomendations how to resolve these, or insights as to how to make Adobe aware of this! I have been reaching out to them about this for quite some time! I am hoping capturing a workaround for at least a) will make the tool one step closer to ADA compliance (screen reader compliance)
Thanks
Yaseen

Hi,
I guess your output is WebHelp. First, try to create 'Section 508 compliant' output or pure HTML output. This may solve quite a bit of your problems.
If you don't want that output, this is what I think:
a) RH nests a lot of frames, but start looking at the launch file, the csh.htm file, whskinfrmset01.htm and whskin_frmset010.htm. Note that if you change the names of frames, this may cause some scripts to stop functioning...
b) As for the CSS issues, the only way to make that work is to manually sort out all problems and amend the javascripts.
If you want to let Adobe know your wish, use the wish form: https://www.adobe.com/cfusion/mmform/index.cfm?name=wishform&product=38
Greet,
Willam

RoboHelp / RoboSource Control issue

We are authoring a large manual using Adobe RoboHelp 7 HTML
and RoboSource Control.
Occasionally, we are confronted with a situation that project
files are NOT checked in properly.
Example:
Day 1: Updating the manual. All files are checked in. No
error or other messages.
Day 2: When opening the project, some files are flagged as
being checked out.
When trying to check in these files in RoboHelp 7 HTML,
RoboHelp responds that those files are NOT checked out, so
apparently something is corrupt.
When we turn to RoboSource Control, we can undo the checkout,
but this is a very tedious job, since it can only be done on
individual files. The only other alternative is to start out with a
new database, but this also means that we're removing all our
version info.
We are unable to recreate this situation, but we have this
feeling that it occurs when files have been checked out for a
longer period of time.
Is there a known issue concerning the above?

Hi hermie1, and welcome to the board! Sometimes when you do a
checkin all, RoboSource Control will stumble over one of the files
and silently terminate the checkin process. For this reason, it's a
good idea to do a Checkin All prior to closing the project. Then
take a look to make sure that nothing remains checked out. Also, be
sure to click the Refresh Status icon in the toolbar. I have found
myself trying to check in files that were already checked in, just
because my list wasn't up to date!
That is the simple situation, easily remedied. Your situation
may be more complex. If something is corrupt, the usual culprit is
the cpd file. You might try rebuilding it. (Back up your project
first.)
For future reference, this topic would be better placed in
the RoboSource Control forum, so as to assist anyone searching for
related information.
G

Robohelp - TFS Mapping issue for different versions

Hi,
I'm using Adobe Robohelp 9 with Team Foundation Server 2012 on Windows 7 - 64 bit. I've also installed Microsoft Visual Studio Team Foundation Server 2012 MSSCCI Provider. I've mapped all the project folders on my machine. We create HTML help (.chm) for our application.
I have different versions for each module of our entire product on Team Foundation Server 2012 (As we have multiple modules in our product), for example x+1, x+2, x+3 and so on.
Each module has different Robohelp projects for every version/branch. This means, if the Online help for any module from any version is changed, we update it in the respective version of the Online help project.
When we move on to the next version, due to binary files, the next version contains the same path and properties of previous version. We need to have different project for single module for the next version. For this, I have changed the TFS project path of every .xpj project for every version. For example, if I'm working on version x+2, then I've changed the TFS project path from x+1 to x+2 manually on x+2 version/branch and then started working on it.
As these Robohelp projects (for each module) are mapped to my local folder on C drive, it shows a single workspace mapped with same path on my machine. This should be the ideal condition for my all projects as follows:
But sometimes when I try to update any file from version x+2 and then check-in my changes, the changes are getting checked-in to the previous version, i.e. x+1. And if I see the workspace of the x+1 version, it shows one more wrong workspace added below the correct one. This new workspace contains the Source control folder path of x+1 version and the Local folder path of x+2 version. That means, my robohelp project folder of x+2 version from my local drive is getting mapped to TFS folder of version x+1. That is why all the changes done in Robohelp project files from x+2 version are going in to x+1 version.
The strange here is when I try to check-in my changes in x+2, it shows the correct path of x+2 version. But they all go to x+1 version, which should not happen.
If anyone can help me in this problem, it would be a great help!
Thanks in advance and waiting for solution,
Dipali

So, if I understand correctly, you create a duplicate of the project and
check that in on a different location in TFS. That is the way to go.
My guess is that the XPJ still references the old version's path. Try
checking out the XPJ with TFS and open in with notepad. Search for
'vc::cookie'. Check that the path there points to the correct path of
the project in TFS. It probably still references the old path and so
RoboHelp will check it in at the old path.
Kind regards,
Willam

CPU Usage - Generating Word Docs from RoboHelp X5

If you have generated a fair-sized document through RoboHelp,
and you are having problems with your CPU usage pegging out around
100%, bouncing up and down between 50% and 100%, the page
repainting as you scroll through the document, etc., this solution
is for you!
I am using RoboHelp X5 to generate large Word documents
(2003). This solution worked perfect for me. The problem is with
document corruption, apparently. After you have generated your Word
document and opened the document, be sure to display the paragraph
marks. You will probably see the “]” mark at or near
the end of the document. Select your entire document,
except for the final paragraph mark, making sure to exclude
this symbol, and copy everything else. Open a blank Word document
and paste this content into the new document.
You will now need to reattach your template (.dot) file for
the generated document through Tools/Templates and Addins:
1. Locate the applicable document template and attach it
(it's typically in the base generated project directory in RoboHelp
- .dot file). Click the OK button to save.
2. Return to Tools/Templates and Addins. Click the Organizer
button to display the Styles tab.
3. In the right-hand list (In Normal.dot), Close the
Normal.dot file
4. Open the same RoboHelp .dot template as you selected
previously.
4. Select all of the styles once they display in the right
pane and click the <<Copy button to copy them all over to the
document template. Confirm that you want to replace all styles in
the document.
5. Close the menu using the Close button. The dialog closes
and your styles should all be updated, if your styles were set up
appropriately via template and style sheet settings.
You may need to also adjust the Page Setup page width
settings, if necessary.
Good luck!
Liz0259

Peter:
Thank you for responding to me, as I may not have been clear
enough, and I apologize for that. I was trying to keep it short and
sweet. This problem started when I began using RoboHelp X5 this
year.
To clarify...
- I'm not concerned with CPU usage during document
generation, that is to be expected. The document will need to be
generated originally from a RoboHelp WebHelp project. This does not
change. The problem takes place AFTER you generate a large document
and then open it in MS Word.
- My documents are large, 140-500 pages. It took forever to
scroll through the Word document (RoboHelp-generated), the screen
kept repainting, and the CPU usage stuck fluctuating frequently
between 50% and 100%, not allowing me to do much else. Editing
those documents was a nightmare. Even if I shut down all other
programs.
- Something translates to the Word doc from RoboHelp that
maxes out the CPU usage, and I can't locate the exact culprit.
However, it appears to be tied to the faded "]" symbol at the end
of the document (there is a "[" at the beginning, too). So you have
to omit more than the last paragraph mark; that symbol also needs
to be left out.
- The "corruption" information came from Microsoft; it could
be something other than that, but this is what they said. I found
nothing that would help on the RoboHelp forum, so I went to
Microsoft to see if they had a solution. Apparently, this is a
common problem with Word 2003, but the articles didn't mention
RoboHelp in the issues. I tried this solution, adding the omission
of the "[" symbol, with complete success.
- When you copy the document without the last paragraph mark,
it will still include the headers/footers when you paste it
(although you may need to adjust them slightly). This is not the
problem.
- When a document is generated, you can select to use a MS
Word template, which I do. I fully use the style sheets in
RoboHelp, and they match my Word styles (template) to keep things
in sync. Actually, this Word template remains in the project; it is
not moved to the folder that holds your Normal.dot file. So the
link to the template in RoboHelp from your document does in fact
remain intact. However, you can copy that template to another
folder outside the project and link it from there, but it won't
matter.
- The Word template (.dot) needs to be reapplied in order to
restore your styles, as the Normal.dot styles are applied when you
copy the content over to a new document. It doesn't matter where
you store the template. I reapply this SAME template after I copy
and paste the content into the new document. This is not the cause
of the problem. Note: The application of a template is not the same
thing as going back to the master copy. This is still a fresh
document, with the content pasted in and the same template applied.
- I have tried deleting the local copy and starting over. I
have moved the file to another location. I have renamed or created
a 'save-as' copy of the file. I tried editing out any extra
un-necessary merge-tags in Word, looked for macros, etc. All of
these things do not resolve the CPU Usage problem.
I hope this makes more sense. You can try it out if you wish,
but you will need to do this with a large document and use the
Print View when looking at the document in Word. You'll have less
of a problem in Normal View, or with a smaller document (under 50
pages).
Good luck!
Liz0259

Condition tags set up in FrameMaker don't display correctly in RoboHelp for TCS 3.5

Hi everyone,
I am using Technical Communication Suite 3.5 (which is FrameMaker 10 and RoboHelp 9). From past discussions I understand that there are two methodologies for working with conditional text.
Conditionalize the text in FrameMaker and then control what does and doesn't show using build expressions in RoboHelp. In this case the Apply FrameMaker Conditional Text Build Expression is not selected in RoboHelp and Show All is selected in FrameMaker.
Conditionalize the text in FrameMaker and then control what does and doesn't show in RoboHelp by using build expressions in FrameMaker itself. In this case the Apply FrameMaker Conditional Text Build Expression is selected in RoboHelp and a build expression is applied in FrameMaker and only what is showing in FrameMaker is brought into RoboHelp.
If I am incorrect in how this should work in theory, please let me know!
What I really want to do is the first option. I want to bring all of the text (with conditions) into RoboHelp and then create Single Source Layouts with different conditions defined.
What I'm actually seeing is this:
If Apply FrameMaker Conditional Text Build Expression is not selected in RoboHelp, some topics have conditions that are applied correctly. But, in other topics, text that is not conditionalized in FrameMaker has conditions applied.
Miscellaneous (maybe relevant? stuff):
I am linking the project, not importing.
I read that the condition names in FrameMaker cannot have a dash in them, so I edited the names in FrameMaker and removed the dash.
Thanks,
Linda

Hi All,
Although I have replied Jen separately but would like to elaborate the issue with source FM which causes such kind of issue in RoboHelp.
The issue is with the source FM document as elaborate below:-
When we apply a Conditional text to any FM list by selecting the whole line as shown in image-1 then the conditions spill over in the generated topic in RoboHelp,
the best practice will be to select the text of the list item only and apply condition as shown in the second image "HowToApplyConditiontoList".
This will not let the condition spill over in the generated topic in RoboHelp and your conditions will appear properly in RoboHelp
Hope this will help
Regards
Ashish

Known Issue: WebHelp on Windows 8 and Internet Explorer 10

Hello all,
I noticed on the Known Issues and bugs page for RoboHelp 10 (http://helpx.adobe.com/robohelp/kb/known-issues-rh-10.html) that there is a problem viewing webhelp on Windows 8 and Internet Explorer 10. Does anyone have further information about this problem and possible solutions?
Thank you!

See the link, it says IE10, and you said you are using IE9.
That message suggests your upload or the call to the help is broken. Is this when the help is called from an app or does it happen if you open the help direct?
Try one of the sample projects. Click Open on the RoboHelp Starter page and then click Samples in the ribbon on the left.
See www.grainge.org for RoboHelp and Authoring tips
@petergrainge

RoboHelp files not working on network in Windows 7

Hi,
my company is in the process of upgrading to Windows 7 and we have a few applications which use RoboHelp
(.chm) files for help which are stored on the network. In XP everything worked fine but now all the pages display "page cannot be found". If I copy the files down to my c: drive then they open fine. Most were created in previous versions of Robohelp so I thought that might be the problem and upgraded one to RoboHelp 7 but that didn't change anything. I read in other posts that there are some issues with RoboHelp on the network, but I can't avoid that.. Is there some network settings that can be tweaked or is this perhaps fixed in RoboHelp 8? I can't put forth a request to my boss to upgrade unless I have solid proof it will work..

Hi there
I think Colum misundersood you. I understood you to ask if this is fixed in version 8 meaning "RoboHelp version 8" not Windows 8.
The issue isn't anything really related to RoboHelp. The issue is with Windows. The fact is, for years now CHM files haven't worked when placed on network drives.
If you look at Peter Grainge's topic on the subject at ( http://www.grainge.org/pages/authoring/chm_mspatch/896358.htm ) you will see that he is linking to Microsoft Knowledge Base articles dated June 2005. So this change was initially implemented by Microsoft five years ago and you are just now encountering it.
Cheers... Rick
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RoboHelp/Word 2002: Topic Titles/ID Automatically Changing and an Unregistered Routines Message

I’m posting a problem/solution that my team ran into
recently in hopes that it will save other people time if they find
it also.
Problem:
I have a Help project created on an XP machine, using
RoboHelp Classic, with Word 2002. There are over 1500 topics in the
project, It is compiled as Webhelp, contains 1,667 objects, and is
22.8 MB in size.
While working in my project this week, I noticed 4 of my
topics in the RoboHelp Explorer view suddenly had a prefix of
"placeCity" in front of the topic title. It only appeared in the
explorer view and the Properties dialog, but not in the document or
topic itself. When I tried to change the topic title in the
Properties dialog and save, it acted like it saved, but when I
looked in the explorer view, they still had the strange, new
prefix. Then I noticed approximately 6 or 7 topics had the words
"State" and "stockticker" added to the topic IDs which showed up as
broken links. But when I looked at the compiled Webhelp file names,
they looked normal.
I exited RoboHelp. When I went back in, I received the
following message: "RoboHelp Explorer has detected that there are
unregistered routines used by the following features in this
project. -Html Topics or hotspot links to Html pages displayed in
the Help window. -Link to a Html page, displayed in the browser. Do
you want RoboHelp to make the necessary updates?"
I never saw this message before so I selected Yes. (This
message also appeared to another user on our network, crashed their
computer, but their project was fine afterwards – they were
using a Word 2003). I don't know if selecting Yes stopped any more
chances of RoboHelp automatically renaming topic titles and topic
IDs or what it did. I was afraid I might have a virus, so I spent a
whole day running virus/spyware software. The results found NO
virus but I did have some Malware which I removed. I didn't know if
this caused my problem with RoboHelp or not.
Solution:
We had other users guide us that it could be similar to the
font problem (with KB917334) that people were currently running
into. We checked and found a Microsoft patch had been loaded around
the time that our problems started: KB917335 for Word 2002. We
deleted the patch, rebooted the system, deleted all of the rtf
files from project, and then started RoboHelp. All issues were
corrected. We have now turned off automatic updates to that
computer until our release has gone out.
Text

OK and thanks very much for checking that the HTML output is
not affected by this problem. At the moment all I can say is that
Adobe are looking into it but I don't know what they have found
yet.
Changing the help type might not make you the most popular
person. I cannot say how much work it is but it's not a five minute
task. The problem your company has though is the winhelp has this
problem and at the moment you cannot get around it, assuming you
have tried all the suggestions that have been posted. That may mean
that there is little option but to go down the CHM route.
The only other thing that comes to mind is whether this
problem is RH related or Help Compiler related. If it is exclusive
to RH generated winhelp, then maybe some other tool is an option.
If it is Help Compiler related, it won't matter what tool you use.
Have you tried creating another project to see if you can
change topic ids in that? Has anyone else come across this problem?

RoboSource Client issues

We use RoboSource server in our installation here. We
recently moved our files and server to a different physical
machine. I've gotten everyone moved to the new server and gotten
the latest files down for the project they work on. Out of 5
machines I am having trouble with one in particular. When the user
opens RoboHelp Office, it prompts him to get the latest version
from source control. He says yes. During the get he gets an "Error,
unknown exception. Please contact RoboSource Control Technical
Support" Incredibly descriptive error by the way. All operation
seem to work fine, and he does seem to have teh latest version of
any files. Anyone know what might cause this error?
UPDATE: I have narrowed the problem down to a file. There is
one htm file that is causing the error. I cannot find anything in
particular that is wrong with the file. If I select every file to
get latest, it gives the error. If I select every file then
deselect the one file, everything is fine. I have deleted the file
along with it's history from source control, and added it back. I
still get the same error.
Thanks,
Stoney

Hi Stoney M;
Not sure if this will make a difference, but ran into similar
issues just yesterday...where we could get the project to download
the most current files just fine on one PC and not on
another...turned out we were defining the locally work directory at
the root level of C: - once we went to a directory under 'my
documents' everything worked fine. Not sure if it is a security
issue on our end or a robohelp/robosource control issue - but
something to consider. kt

Invalid media. Cannot create file" popup when generating

Okay, the background. I'm currently using RoboHelp HTML 11.0.3.268, with the latest updates as I write this, having updated from RoboHelp HTML 9. (I know that people will ask, and I understand, so I'm stating as much information up front to ensure that nobody has any questions of their own.) My main RoboHelp project is broken down into eight separate subprojects, with an output of CHM and WebHelp HTML files. In addition, my supervisor had an issue with viewing the new RoboHelp 11-generated HTML files in Google Chrome, so I found and added the RH11 files recommended by RoboHelp Help (WebHelp issues in RoboHelp versions 10 and 11). Immediately after doing this, though, I cannot generate WebHelp files.As soon as I select between any of the WebHelp Settings menu, a popup appears that reads "Invalid media. Cannot create file", followed with the directory path of the project's main .htm page. Short of reinstalling RoboHelp HTML, what options do I have to be able to generate a valid set of WebHelp files?

Here's the RH 11.0.3 files: https://drive.google.com/file/d/0B97LY22mEkjqemJobkRmRmg2RFU/view?usp=sharing Add the files to the template_stock folder.
The Chrome freezing up should be solved in RoboHelp 10/11. On RoboHelp 9, no amount of fixes will make Chrome work locally. If your manager tries the 11 WebHelp it should work fine.
Kind regards,
Willam

Writer can't see projects in Robo Version Control - no error messages

Background:
Robo Version Control 3.1
RoboHelp 8 (same issue happened with 7)
Issue:
We are having trouble with our source control, and I wasn't able to find an answer on this forum or on Google.
From time to time, when a writer opens RoboSource Control Explorer, they can't see any projects. They're not getting error messages, they seem to connect to the DB, but the left pane is simply empty (they don't see the root folder or anything else). We recently upgraded to RoboHelp 8, but this has happened on RoboHelp 7 too. Source control does work - for example, if they open their local version of a version controlled project, they can get the latest version of files, check in, check out and so on. They simply can't use RSC Explorer, so they can't Get projects they don't have on their HDDs already.
In the meantime, Source Control works just fine for the rest of the team, so I'm guessing it's a problem with some local settings. (The writer who is having trouble now can't get it working on her machine with her personal user or the admin user. At the same time, I can use the admin user just fine from my machine.)
This problem always solved itself after a while, but it's getting a bit annoying and I'm hoping someone knows why this is happening.

In general, manually moving files around inside the store like this should be discouraged.
reconstruct is telling you something is wrong:
ERROR: Inconsistent information: 0 idx records 41 messages 0 expunged
Reconstructing...
cannot retrieve message uid 590
cannot retrieve message uid 807
cannot retrieve message uid 911
cannot retrieve message uid 915
cannot retrieve message uid 1198
cannot retrieve message uid 1286The first line is to be expected based on what you have done. The store.idx indicates there are no messages in the folder. But it found 41 .msg files. So it is going to rebuild store.idx to fix that.
But then there is some problem with accessing the .msg files. Possibilities would include:
- wrong ownership/permissions?
- the .msg file being in the wrong NN subdir ??
If those guesses do not lead to anything, try truss on the reconstruct command to see what happens when reconstruct tries to open those files.

RH7 WebHelp Output Missing TOC, Index, Search

I updated my RH6 HTML project to RH7 HTML. When I publish,
everything looks good. I uploaded all project files to my company's
server, and a coworker saved those files to her computer. When my
coworker publishes WebHelp from her computer, the TOC, Index, and
Search components are missing. Can anyone assist? Thank you!

Thank goodness I found this thread!
I'm having the exact same issue. I'm using version 5.0.2 of
RoboHelp, and when I generate WebHelp (the collection of HTML
files) and test it on my PC, it works fine. When I copy the files
over to my company's server, my TOC is missing, Serch is missing,
Index is missing.
I tested this with other PCs in my company, and some display
the content fine (from the server location), others don't.
I noticed that I get an error message "flash" at the bottom
of IE when I mouse over the TOC frame. It states "Load: class
WebHelp not found". I've double checked, and all of the files that
are generated on my PC are also in the same folder that I copied
over to the server.
Could RoboHelp be having issues with certian servers, or
versions of IE w/ certain servers? This doesn't seem to be a
blanket issue with all users of this information, only some.

Webhelp still doesn't display

I am using RoboHelp 10, Internet Explorer 10.0.9200.16540, Windows 8. I applied the Mark of the Web fix (template updates), even though they were for IE 11, and I still can't display help locally.
http://helpx.adobe.com/robohelp/kb/webhelp-issues-robohelp-versions-10.html
If I turn off Mark of the Web, I can display the Help locally. If I keep the box checked, IE hangs when I try to open the .htm file. Is anyone else experiencing this problem on IE10?

Yes, if I uncheck MOTW it works in IE10 (I do get the Active X prompt though) and that is what I have been doing. However, it's an option we have always had turned on. And, I wonder what happens to users who have different browser versions? What is the affect on them?

RoboHelp or RoboServer Issue?

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