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Ioana_St
Ioana_St
Inspiring
June 9, 2017
Question

"Parameter is incorrect" error

  • June 9, 2017
  • 2 replies
  • 5591 views

I am trying to onboard a new joiner on RH HTML  2017 (as part of TCS). The entire department of ~20 people has been using this version successfully since release and previous versions since 2010, but the new joiner gets a "Parameter is incorrect" error when she tries to open the printed documentation dialog. After the error, the window does open, but all the fields (conditional build expression, TOC, glossary etc) are blank. The Generate Word DOC field either displays .doc or is blank as well. (All the other team members also have the docx option.)

Environment:

  • TCS 2017 on Windows 7
  • OS deployed by IT
  • TCS installed manually by us
  • Admin rights on our own machines.
  • All the files are local, nothing networked.
  • We use SVN, but the crash happens for projects outside source control too.
  • The crash replicates for the RH samples as well.
  • The crash replicates in RH 2015 as well.

I consider myself fairly experienced with RH but this has been stumping me for 3 days! I am fairly sure the problem is with her machine, because she can open the Printed Documentation properties just fine when she remotes into my machine, but I get the error if I remote into hers.

At this point I am not really expecting a solution, just some further brainstorming. So far we have tried:

  • Uninstalling and reinstalling (several times).
  • Deleting her profile, uninstalling and reinstalling.
  • Getting a completely new computer, installing.
  • Downloading the kit again and installing.
  • Installing TCS 2015.
  • Deleting the cpd and pss.
  • Creating a new project.
  • Duplicating the layout, creating a new layout.
  • Changing the Word settings to allow all macros.
  • Disabling the antivirus.

None of these has been successful.

I will check with IT again on Monday, just in case something changed in their standard deployment in recent months... but last time I checked with them they were as confused as me (actually, more confused, since I do the tech support part for TCS and they are not usually involved). If anyone has any other ideas I will be happy to try!

This topic has been closed for replies.

2 replies

Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
November 5, 2020

RoboHelp 10 is not supported on anything higher than Windows 7. 

 

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Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
June 10, 2017

It's a long time since I have seen this and it used to be the case it was project specific and was cured by creating a new project and importing the topics from the one giving grief. Then, as you can see in Item 14 in the Print section of Snippets, it was found using tools to compare project contents that the issue there was the PSS file. However you have tried that. So everything known has been tried.

What stumps me is that you have tried a new computer as well and it still fails with her login and a new login for her. Could IT give you another clean machine or rebuild the same new machine? If they can, make sure you install Word first and run it before installing RoboHelp. Then install RoboHelp with your Adobe ID and you log in. Do you then get the error? If not that points, not conclusively, to her Adobe ID or profile.

Other things, have you applied Update 1 to this machine?

Have you tried a fresh download of TCS 2017 installer files?

You said you remote into her machine. Is that because of physical separation? Makes me wonder how the installation is being done. Are the installation files on her PC rather than running remotely?

Beyond that, you'll just have to let her go!

See www.grainge.org for RoboHelp and Authoring information

@petergrainge

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    Ioana_St
    Ioana_StAuthor
    Inspiring
    June 10, 2017

    I was hoping I'd see your name here!

    So, yeah, I pretty much tried everything. A few answers/notes:

    • We haven't tried with a new login for her (we deleted her profile settings, but her user is the same). I don't think IT will want to create a new user, unfortunately (but I will check).
    • Word was installed before TCS in each instance. The machines come with Windows and Office installed by IT, and then we install TCS on them ourselves.
    • I also checked that we are using 32-bit Word because I know that previous versions of RH had trouble with 64-bit.
    • I have applied update 1 and I still get the error.
    • I have also tried to re-download the files and I still get the error.
    • I remoted into her machine because I could easily do it from my PC without getting up (she sits a couple of desks away), no other reason . When she remotes into mine, everything works fine.
    • I also thought that maybe our accounts don't have "enough" admin rights, so I had the IT guy log into her machine (both physically and remotely) and he gets the same error.
    • All the files are on her machine. The first time she copied them from a shared folder and the second time she downloaded them from the Adobe site. It didn't make any difference.

    My guess is that, in the 6 months between our previous hire and this new joiner, something changed in the IT procedure for deploying new machines. Problem is, they can't think of anything.

    The last thing I can think of is tracking done someone who joined the company in the last month or so (in another department) and using him/her as a lab rat. If it happens for him too, I will go back to IT and ask them to think of anything that could be different...

    And if not, I will tell her that she's cursed and we can't have that

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    June 10, 2017

    OK, a new login might work but it's a new solution if it does.

    You say Word was installed first. Yes but was it also opened? I've seen

    that cause other issues.

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