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Kimota1000
Kimota1000
Participating Frequently
Aug 24, 2016 5:53 PM UTC
Question

RH 2015 - IE 11 Search issue: Failed to load XML file

We recently upgraded to RoboHelp 2015, but it seems that many some of our users are running into a problem when search our published Webhelp system using IE 11: They will search a term and the results field will display: "Error: Failed to load xml file". This is happening sporadically. Some users can refresh their screen and the search problems will go away. For others it persists. For some people the problem will go away when we republish the system, only to find someone else with the problem the next day. I can't seem to replicate it on my machine.

Any ideas what it might be? I've updated to the latest version (12.0.3.428) and this problem does not exist in Chrome.

Thanks,

Greg

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6 replies

Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
Aug 25, 2016 8:11 AM UTC

Have you perhaps generated WebHelp Pro but not to a server with RoboHelp Server installed?

See Failed to load XML file

Otherwise, go the main RoboHelp forum and enter "failed to load xml file" there. Plenty of posts covering the matter. That forum will search all the RoboHelp forums.

See www.grainge.org for RoboHelp and Authoring information

@petergrainge

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Kimota1000
Kimota1000Author
Participating Frequently
Aug 25, 2016 2:11 PM UTC

Thanks for the reply, Peter.

No, this is a typical WebHelp project that we've been using for years before upgrading from RoboHelp 9 to RoboHelp 2015 a few weeks ago. I've looked at the other threads, but i haven't really come across any solutions (other than people inadvertently publishing as WebHelp Pro). I'll try deleting the contents of the !SSL! file and republish, but since this only happens sporadically for some people, I'm not sure if that will help.

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Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
Aug 25, 2016 4:54 PM UTC

Post back when you have had a chance to see if it does help.

See www.grainge.org for RoboHelp and Authoring information

@petergrainge

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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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