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Laura28513373qpqw
Known Participant
March 6, 2023
Answered

Issue viewing output on web (Google Chrome)

  • March 6, 2023
  • 6 replies
  • 1501 views

I am using the latest version of RoboHelp. I've set a HTML preset linked to its correspondent template, which has a series of icons and images that I cannot see properly on the web page: what I see is the tablet view mode. It seems that the app is not able to recognise the template or that there's some config that does not enable the correct visualization, which should be the web one. Can anyone help me?

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Correct answer Amebr

Can you check you Windows Display Settings. Is the Scale and layout setting set to 100% or is it 150% for example?

6 replies

A
Community Expert
AmebrCommunity Expert
Community Expert
March 9, 2023

I'm glad that worked.

 

In my non-technical understanding, the scale setting says to use extra pixels to represent each real pixel on the monitor. So for your monitor set to 300%, you need to divide the actual pixels by 3 to work out the "effective" pixels. 3840/3 = 1280, so below the threshold for Tablet Maximum Width (1295 in the screenshot)

    A
    Community Expert
    AmebrCommunity ExpertCorrect answer
    Community Expert
    March 9, 2023

    Can you check you Windows Display Settings. Is the Scale and layout setting set to 100% or is it 150% for example?

      L
      Laura28513373qpqwAuthor
      Known Participant
      March 9, 2023

      Hi! I've just tried to minimize the scale and layout settings and it seems to work! It was set at 300% as default... THANKS!

      Peter Grainge
      Community Expert
      Peter GraingeCommunity Expert
      Community Expert
      March 9, 2023

      @Amebr Nice one Amber. Effectively the resolution was below the desktop cutoff setting.

      ________________________________________________________

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      Peter Grainge
      Community Expert
      Peter GraingeCommunity Expert
      Community Expert
      March 8, 2023

      To add to @Jeff_Coatsworth questions

       

      1. Did you install to the default location?
      2. Have you created a new project since reinstalling?
      3. I also asked if you could test on another machine, not your colleagues. Did you?

       

      Right now the only machine that has this problem seems to be yours.

       

      See the Contact page on my site and send the Test project as instructed there. Do make sure you include a link to this thread and please do not email the project direct. I will see how that project generates on my machine.

       

      Beyond that the next step will be to ask your IT people to create a new Windows profile. They should not delete your existing one at this point. The idea is to install RoboHelp to the new profile. I am beginning to suspect some corruption in your profile. It is rare but I have seen it before.

      ________________________________________________________

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

       

       

       

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      Peter Grainge
      Community Expert
      Peter GraingeCommunity Expert
      Community Expert
      March 7, 2023

      I think it is and not what I expected to see in it.

       

      Create a new project with just one topic and a standard template. Create the project in C:\Test so the path is short.

       

      What operating system are you using and have you tried other browsers?

      ________________________________________________________

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

       

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      L
      Laura28513373qpqwAuthor
      Known Participant
      March 7, 2023

      I am using Windows 10 Pro - operative system 64 bit

       

      11th Gen Intel(R) Core(TM) i7-1185G7 @ 3.00GHz 1.80 GHz 

       

      Yes, I tried to use the other browser pre-installed, Edge, but the problem persists. 

      Peter Grainge
      Community Expert
      Peter GraingeCommunity Expert
      Community Expert
      March 7, 2023
      1. In a new project in C:\Test on your machine?
      2. Does your colleague have the same issue with the same project?

       

      If the answers are Yes and No respectively, then it is strongly pointing to something on your PC. Are you able to test on another machine?

       

      I am happy to test your C:\Test project on my machine. Assuming you have the problem and I don't, that pretty much proves it is an issue on your machine. What then needs to be done remains to be seen but let's prove 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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      Peter Grainge
      Community Expert
      Peter GraingeCommunity Expert
      Community Expert
      March 6, 2023

      You can find a copy at C:\Program Files\Adobe\Adobe RoboHelp 2022\resources\data\template\projects\About RoboHelp but, as I said, do not run it from there.

       

      Copy it to Documents > My RoboHelp Projects and run it from there.

       

      It's best to keep the samples as you can then see if a problem also occurs in them.

      ________________________________________________________

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

       

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      Laura28513373qpqwAuthor
      Known Participant
      March 6, 2023

      Found it, thanks! Unfortunately the problem stays the same.

       

      Here's how I see the project after generating the preset and viewing its output as a responsive HTML5: 

       

       

       

      Peter Grainge
      Community Expert
      Peter GraingeCommunity Expert
      Community Expert
      March 6, 2023

      Please post the full window as below.

       

       

      If I use the click the windows Restore Down button and then reducc the width of the RoboHelp output pane I get what you see when it is not full width.

      ________________________________________________________

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

       

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      Peter Grainge
      Community Expert
      Peter GraingeCommunity Expert
      Community Expert
      March 6, 2023
      1. Sorry but often people say they are on the latest version and it transpires they are not. What does it say in Help > About please?
      2. By HTML preset, you mean HTML5 rather than Frameless, correct?
      3. Is this a new project that has never been correct or one that has broken?
      4. Are you viewing in full screen mode?
      5. Do you see the same problem if you generate the About RoboHelp sample project? Testing the same issue in the About RoboHelp sample project will establish whether it is a general problem or a problem specific to your project. In the New UI, click Open Project and browse to Documents, then My RoboHelp Projects.

      ________________________________________________________

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

       

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      L
      Laura28513373qpqwAuthor
      Known Participant
      March 6, 2023

      1. Version 2022.0.346

      2. Yes, I mean HTML5
      3. It is a project that my colleague created on her PC and then she sent it to me on Teams, using a zip file.

      4. It doesn't change whether I'm in full-screen mode, the end result is the same unfortunately.

      5. I don't have the About RoboHelp sample project, but I tried to create a new project and to customize it with the HTML5 Template and Preset. It continues to show only the tablet mode on the Chrome web page. 

       
      Peter Grainge
      Community Expert
      Peter GraingeCommunity Expert
      Community Expert
      March 6, 2023
      1. That is not the latest although I doubt Update 1 will fix it. Worth a try though.
      2. OK.
      3. Have you tried generating on your machine or are you just running the output created?
      4. What is the resolution of your screen and have you checked the settings below?
      5. Unless you have deleted it, everyone has the sample projects. In the New UI, click Open Project and browse to Documents, then My RoboHelp Projects. If it is not there, there is a copy in Program Files but don't attempt to run it from there. Copy it outside Program Files.

      ________________________________________________________

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

       

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