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wcunningham
Participant
May 9, 2022
Question

Adobe Robohelp not working since Adobe updated my profile to a company profile

  • May 9, 2022
  • 2 replies
  • 393 views

I have to uninstall, delete everything fom %appdata% then reinstall....and usually it takes 2 or 3 different cycles of this to get it working again.  I'm not sure if it's releated to the profile issue, but it started right after Adobe sent out a profile update prompt last week that made everyone with Adobe poducts in our company update their profile with a birth date.   In my case, it actually saw I had a personal profile and then did something in the background to that.

 

What happens is that Robohelp starts...but then you can't open a project, update, view settings, etc..  You can close it, but that's about it. 

 

Very frustrating and I'm seriously thinking of finding an alternative as I seem to ALWAYS have issues with Adobe products across the board.  I don't know why they can't create stable software.

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    2 replies

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    May 9, 2022

    "it started right after Adobe sent out a profile update prompt last week that made everyone with Adobe poducts in our company update their profile with a birth date. In my case, it actually saw I had a personal profile and then did something in the background to that."

     

    "I don't know why they can't create stable software."

     

    As @Jeff_Coatsworth has pointed out, you are trying to use the product with the wrong licence and you applied that in the background. Adobe have very tight licence checking because of the amount of piracy targeted at their software. It's that and not the stability of the software that is the issue.

    ________________________________________________________

    My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

     

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    W
    wcunninghamAuthor
    Participant
    May 9, 2022

    Actually, I'm logging in with the corporate account (which has the same email address attached to it as my pesonal).  I should have been more clear about that in the background.

     

    And I've opened a ticket with their enterprise support team.  However, in the meantime I managed to get it working again by going through the cycle until I got it up and running...then performing a "check for updates" (I thought I had the latest version as I downloaded it from their site, but that is apparently not the case) which found an update and applied it.  Since then it's been stable.

    Jeff_Coatsworth
    Community Expert
    Jeff_CoatsworthCommunity Expert
    Community Expert
    May 9, 2022

    Two things at play here - neither of which will be able to be solved in this user-to-user forum: (1) you need to work with your corporate Adobe person in-house to straighten out your licensing - I wouldn't expect to be using a personal Adobe account to run software purchased by my company & (2) you both should be in contact with the RH folks directly - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

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