Customers can't open my RH output

Forum|Forum|17 years ago
May 12, 2008
5 replies
557 views

I recently posted about a customer's problems opening a project I sent her. I thought it was because security had been applied to the files but I no l onger think this was the problem. Now I'm wondering if the "blocked content" message is related to the problem. The first recipient did get it open after trying several things. She wrote:

"It took the help desk a while, but we were finally able to get in….they were not sure why it wasn’t letting me view as it should have, but saving the zip file to my desktop and then copying all the files out of the zip file on my desktop into a folder on my desktop seemed to work."

A second recipient hasn't tried the above solution but wrote:

"My computer is blocking this. Even when I say allow blocked content, it is making weird clicking noises and saying 'error on page'. Any ideas on how I should proceed?"

Could this problem be related to blocked content? Any suggestions?

WebHelp

This topic has been closed for replies.

G

GEWB

Inspiring

Hello Christopher -

Sounds like the same or similar issue as the "Turn off Active X" thread:

http://www.adobe.com/cfusion/webforums/forum/messageview.cfm?forumid=65&catid=451&threadid=1362145&enterthread=y

Try reading through the replies and see if they might be your solution.

Regards,
GEWB
(Denver, CO)

Peter Grainge

Community Expert

We need to know for sure that the winzip file has been extracted using the Extract function. Because Windows can show what is inside a zip file and some files can be run from within a zip, sometimes it is assumed webhelp can be opened that way.

More likely though is that the help is being unzipped to a local drive. Either unzip it to a server or, better still, generate it with Mark of the Web ticked in the wizard.

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C

ChrisBrewsterAuthor

Inspiring

I don't know all the details about my two customers (who are in other parts of the country), but they're quite familiar with using zip files. The second note that I quoted doesn't sound like a zip problem.

The reason I didn't tack this onto my previous thread is that I previously thought there was some security issue about the files, but I now think I was on the wrong track, so it seemed like a new question.

Peter Grainge

Community Expert

It would have been better to tack this on to the other thread so that we could see what was suggested there.

As you are talking about zipping I am assuming webhelp is the output. As Harvery says you must EXTRACT the files, not just drag them all out. However, that would likely cause a different problem.

Are they trying to view webhelp locally?

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H

HKabaker

Inspiring

Chris,

You must extract all files from a zip file to a local or network hard drive. That's a Windows OS issue, I think, and applies not only to RH help.

Harvey

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