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wbrisett
Participant
January 6, 2010
Answered

Issue registering RH7

  • January 6, 2010
  • 6 replies
  • 532 views

Long story, but the short of it is, we (my company) purchased the Technical Communications Suite 1. We had to update some documentation using RH (not normally something we use or would ever use). The IT department could not find our original discs, but did find our customer number and serial number. I was able to find a standalone RH7 installer. Installed that and entered the SN provided by our IT department. It claims that number is invalid. Can you not use the standalone RH7 installer with the TCS1 serial number? One would think it should work, but it doesn't. Talking with the Adobe Customer Support staff was pretty futile, they wanted us to update to TCS2 or RH8, but since this is a one-time update, we really don't want to spend the $1000.

Any ideas?

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    Correct answer Peter Grainge

    It seems I was wrong stating that you are entitled to the media. I thought that was the case but I just found this page.

    http://kb2.adobe.com/cps/153/tn_15300.html

    Media is only available for the previous version for 90 days after a new version. So only RH8 media is available now.

    Not sure but I suspect Microsoft and MadCap would have a similar policy.

    See www.grainge.org for RoboHelp and Authoring tips

    Follow me @petergrainge

    6 replies

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    January 6, 2010

    The TCS and standalone product numbers are different so I would not expect that to work. However, you are entitled to get a download of TCS1 as long as you have proof of purchase, which you have. Go back to Customer Support and insist on what you are entitled to.

    Post back if they decline.

    See www.grainge.org for RoboHelp and Authoring tips

    Follow me @petergrainge

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    wbrisettAuthor
    Participant
    January 6, 2010

    It's been interesting, turns out the SN is a volume license, so I kept getting pushed to the volume licensing staff. Pretty much all they can do is offer you an upgrade. Talking with the regular support staff, they were able to offer me little more than what the volume licensing staff offered me. I finally was able to talk to a "manager" about the issue and told him I expected one of three things. Either a download link to the TCS1, a disc, or a new serial number that would work with the RH7 that we have. Adobe has been making future purchasing decisions of products very easy since all they seem to care about any more is collecting money through upgrades rather than trying to help companies who need to get a product out. If I have to spend money, I can spend 1/2 what Adobe wants and get the competitor's product that can read the old RH7 project.

    Wayne

    Peter Grainge
    Community Expert
    Peter GraingeCommunity ExpertCorrect answer
    Community Expert
    January 13, 2010

    It seems I was wrong stating that you are entitled to the media. I thought that was the case but I just found this page.

    http://kb2.adobe.com/cps/153/tn_15300.html

    Media is only available for the previous version for 90 days after a new version. So only RH8 media is available now.

    Not sure but I suspect Microsoft and MadCap would have a similar policy.

    See www.grainge.org for RoboHelp and Authoring tips

    Follow me @petergrainge

    Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.
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