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Links to the help no longer working after upgrade

Forum|Forum|2 years ago
May 31, 2023
7 replies
1153 views

We upgraded a RoboHelp 2017 project to a RoboHelp 2020 project.

In the old project, we used Webhelp outputs. You could click on a link in our applications and the Webhelp output would open.

In the RoboHelp 2020 project, none of our help links in the application that worked previously are working/linking to the new project. It seems unable to open “index.htm”. We have tried different output types (Frameless, Microsoft HTML Help, Responsive HTML5) but none of them open. We are thinking it’s something wrong with the project, as the old project worked.

Has anyone had this issue? Possibly I just need to open a case https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp.

Thank you.

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Correct answer Dana26548320ehdw

To summarize, for others who might be in the same situation, we needed to ask our developers to replace the old RoboHelp_CSH.js file with the new RoboHelp_CSH.js file for 2020. That file is found in File Explorer, in this folder specifically, in our case: C:\Program Files\Adobe\Adobe RoboHelp 2020\CSH_API\JavaScript.

The only catch is that our Frameless output opens in a new tab rather than a new window, and it seems that can't be changed. Thanks for the help!

D

Dana26548320ehdwAuthorCorrect answer

Inspiring

To summarize, for others who might be in the same situation, we needed to ask our developers to replace the old RoboHelp_CSH.js file with the new RoboHelp_CSH.js file for 2020. That file is found in File Explorer, in this folder specifically, in our case: C:\Program Files\Adobe\Adobe RoboHelp 2020\CSH_API\JavaScript.

The only catch is that our Frameless output opens in a new tab rather than a new window, and it seems that can't be changed. Thanks for the help!

Peter Grainge

Community Expert

I can't help you with that one. Unless someone else comes along, I can only suggest trying Adobe Support. 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.

________________________________________________________

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

UPDATE

This image shows all the copies on my machine. 2022 files are in the folders without a year, the top two.

________________________________________________________

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

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D

Dana26548320ehdwAuthor

Inspiring

Thanks! It seems that the help is opening in a new tab. Can we make it open in a new window instead?

Jeff_Coatsworth

Community Expert

What's the CSH call look like? I suspect you've got a:

target="_blank"

line in the call - that forces a new tab I believe.

Peter Grainge

Community Expert

This is what I see on my machine with multiple versions.

Which folder did you find your file and what makes you think it is for 2017. Meantime I am checking with an Adobe contact.

________________________________________________________

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

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Dana26548320ehdwAuthor

Inspiring

Thanks! It's in C:\Program Files\Adobe\Adobe RoboHelp 2020\CSH_API\JavaScript.

The copyright date in the file itself says 2017.

Peter Grainge

Community Expert

I don't think they will find it difficult, just a pain they could do without.

________________________________________________________

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

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Dana26548320ehdwAuthor

Inspiring

I went to C:\Program Files\Adobe\Adobe RoboHelp\CSH_API and got the RoboHelp_CSH.js file. It appears to be a 2017 version. Is that the correct version of the javascript for 2020?

D

Dana26548320ehdwAuthor

Inspiring

We have RoboHelp version 2020.8.34.

Peter Grainge

Community Expert

Are you talking about links just to the start page as in index.htm or context sensitive links to specific topics?

If you open the help generated to your local drive and double click index.htm, does the help open and work OK?

________________________________________________________

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

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Dana26548320ehdwAuthor

Inspiring

Thank you for the response! Neither of those links work. Our main "global help" link to the index.htm doesn't open and the context-sensitive links to specific topics also don't open. Yes, the help generated on our local drive does work. We are thinking now though that we might need to update the "CSH calls" per https://www.grainge.org/pages/authoring/rh_tour/rh2022/outputs/calling_csh_help.htm. But I'm waiting to hear back from the developers if they know how to do that.