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BiancaNL
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June 30, 2022
Answered

Contact Adobe Robohelp to get help for converting data from an old version of robohelp to a new one

  • June 30, 2022
  • 2 replies
  • 212 views

Dear community, we are a software company in the Netherlands. Currently we are using Adobe Robohelp 11. We would like to convert our data to Robohelp 19 (and eventually 2020). Our IT specialists have tried to convert the data, unfortunately with no success. My collages tried different ways to contact Adobe Robohelp, unfortunately we didn’t receive an answer yet. We would like to get some help, do you know who we should contact?

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    Correct answer Mayank_Meh

    Hi,

     

    As mentioned by Peter, you can drop us an email on tcssup@adobe.com that directly reaches to RoboHelp support team.

     

    I will also drop you an email and we can connect to see the issue you are facing during upgrade.

     

    As a best practice, I would suggest that you should upgrade your RH 11 project to RH 2019 classic first and once your project is successfully upgraded to RH 2019 classic you can then upgrade it to RH 2019 New UI or RH 2020.

     

    Regards,

    Mayank

    2 replies

    M
    Community Manager
    Mayank_MehCommunity ManagerCorrect answer
    Community Manager
    June 30, 2022

    Hi,

     

    As mentioned by Peter, you can drop us an email on tcssup@adobe.com that directly reaches to RoboHelp support team.

     

    I will also drop you an email and we can connect to see the issue you are facing during upgrade.

     

    As a best practice, I would suggest that you should upgrade your RH 11 project to RH 2019 classic first and once your project is successfully upgraded to RH 2019 classic you can then upgrade it to RH 2019 New UI or RH 2020.

     

    Regards,

    Mayank

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    June 30, 2022

    You haven't said specifically how your colleagues have reached out to Adobe. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. The email link tcssup@adobe.com is recommended as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

     

    Normally you would go to 2020 and click Upgrade Project in the dialog that opens. There is no other way to convert the data so I am curious as to what your IT specialists have done to convert the data.

     

     Are you using 2020 with Update 8 applied?

    ________________________________________________________

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

     

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