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Nicholas31687743qnw3
Inspiring
September 15, 2023
Question

File syncing error - Review function does not work

  • September 15, 2023
  • 2 replies
  • 278 views

IT advised to start a RoboHelp trial under a personal account. The Review function worked (probably because it was using my Personal account for storage). They gave me an Enterprise user account and added RH 2020 to it (I have since upgraded to 2022, but the problem was there from the beginning). As soon as I activated the license, the Review function stopped working and I get the "File syncing disabled, contact IT" message. It also shows I have no storage. I have tried to uninstall/reninstall every Adobe product from my laptop, plus all the procedures you mentioned. My IT rep showed me the Admin Console and there was no restriction on syncing. I also tried:  Peter Grainge's suggestion of removing the Cloud ID line from the project file and deleting the previous review files, deleting the options.tix file from CoreSync (it isn't there), doing and End Task on all Adobe and CoreSync in the Task Manager, and a few others. Still nothing. My IT has called Adobe Support - they cannot resolve it. Looking for someone here who might have fresh ideas.

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    2 replies

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    September 25, 2023

    One of my machines has no CC apps installed and it works as it should.

     

    It has RoboHelp and the CC Desktop app only. The latter is needed for syncing and, I believe, for licensing. You do not have to have any CC apps, just the free CC desktop app.

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

     

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    Nicholas31687743qnw3Author
    Inspiring
    September 25, 2023

    Thank you @Peter Grainge!

    Jeff_Coatsworth
    Community Expert
    Jeff_CoatsworthCommunity Expert
    Community Expert
    September 15, 2023

    Did they talk to the RH folks or just general Adobe support? See  https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd strongly recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

    N
    Nicholas31687743qnw3Author
    Inspiring
    September 25, 2023

    Hey Jeff! We did speak with the RH team. They ran us through the routine procedures of uninstalling all Adobe products using the Adobe cleaner tool, reinstalling, testing on an Admin profile and such. No change. Although they repeated that you should not need a Creative Cloud product (sans the free Creative Cloud Desktop app) to get the 5GB storage space/syncing capabilities, the only thing that has worked was giving me temporary CC app licenses (tried CC suite first, then just Acrobat Pro). I would love to know if there is anyone else out there that only has RoboHelp installed on their machine and no CC apps - and still has file syncing and storage.

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