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mariaw46098905
Inspiring
November 10, 2020
Answered

Output Presets Disappeared and Won't Load

  • November 10, 2020
  • 8 replies
  • 1018 views

I am running Robohelp 2019 and recently had it reinstalled on my computer because of an issue with our antivirus software. Since the reinstall I've lost the Output Presets in one of my projects. When I try to load a new one I get an application error message and no presets populate the list. However, when I look in the Publish folder in the project source files I see the previous presets and new preset listed. Is this something that can be fixed with an update or patch or is it possible that there is some kind of error in one of the project files?  

Thanks

Correct answer Peter Grainge

Were the updates applied when RoboHelp was reinstalled?

 

If they were, with RoboHelp closed delete the contents of the .rh folder and then open RoboHelp again.

 

8 replies

A
Alan5CA2
Participating Frequently
December 5, 2020

I worked with Adobe Tech support and ultimately they provided me with a work-around.  I'll post it here for the benefit of anyone else having this problem.

 

As it turns out when RH boots up and some problem occurs while it is ingesting the presets files, it fails silently and the data structure ends up empty.

 

Solution:  exit RH, delete all presets files with the Explorer, start RH.   You can then either create new presets files or copy the old ones back into the directory until the problem re-appears.   My project was only using one presets file and it was not the one that was causing the problem.   So I was back in business. 

    K
    kenneth_8319
    Participant
    March 28, 2025

    Had same problem, and this solved it for me.

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    December 1, 2020

    Not to that level as far as I know. This is looking like a GIT problem but I think Support can check your settings in RoboHelp. I think you need to try them for this one.

    ________________________________________________________
    See www.grainge.org for free Authoring and RoboHelp Information

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    A
    Alan5CA2
    Participating Frequently
    December 1, 2020

    The frustrating things is I can do a git checkout of an older commit and then RH works properly.

     

    I have done a file-by-file substitution from the working project to the broken project, exiting RH before each modification, and I cannot find what file it is reading that is crashing it.  

     

    By any chance does RH keep a log file of its activities or maybe a verbose mode that might show some error message that would give me a clue as to what is going wrong?

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    December 1, 2020

    Other than checking the source control setup, I don't have any other ideas.

     

    See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your support contact options.

    ________________________________________________________
    See www.grainge.org for free Authoring and RoboHelp Information

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    A
    Alan5CA2
    Participating Frequently
    December 1, 2020

    I am having this exact same problem with RH 2020.2.29.   Removing the .rh folder doesn't work. 

     

    Are there any other suggestions?

     

    P.S. This project is in a git repository and other users of this repository can see the presets just fine.

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    November 12, 2020

    Thanks for letting us know it worked. 

     

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    M
    mariaw46098905Author
    Inspiring
    November 12, 2020

    It reinstalled today and was able to install the latest updates. Before I opened the project I deleted the contents of the .rh folder and the outputs are now visible. Always appreciate your help, Peter. 

    Peter Grainge
    Community Expert
    Peter GraingeCommunity ExpertCorrect answer
    Community Expert
    November 10, 2020

    Were the updates applied when RoboHelp was reinstalled?

     

    If they were, with RoboHelp closed delete the contents of the .rh folder and then open RoboHelp again.

     

    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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