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RH Classic 2019 project not viewable in Edge

Forum|Forum|4 years ago
November 1, 2021
8 replies
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I have been using earlier versions of RoboHelp for many years and I am just trialing RoboHelp Classic 2019 Version 14.0.11.0. I have upgraded all my old projects, and when compiled , they view satisfactorily using any browser I try. I have uploaded one project using a file transfer tool (WinSCP) to a hosting site. When I log in to view the upload online, using edge Version 95.0.1020.40, it does not display at all. I get a near-blank screen. It will, however, display in IE and Google Chrome 95.0.4638.69.

I thought, after having read FAQs, that Edge was supported.

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Correct answer Peter Grainge

Ah, so you had accessed via the portal, I wasn't aware of that. So back to the core problem, Edge is not working for you but what I see is prior to using a password I was getting a full page on your site telling me the page could not be found. It had the row of houses and the company name, in other words a full page loaded, not the clipped 404 you see. Thus things are working for me using Edge. I have checked on a second machine and that opens the Page Not Found in full as well.

As it is working for others I'm not sure it is the hosting service that is the issue here. It seems more like your installation of Edge. Can you try on another machine or a mobile device?

________________________________________________________
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Peter Grainge

Correct answer

Community Expert

Ah, so you had accessed via the portal, I wasn't aware of that. So back to the core problem, Edge is not working for you but what I see is prior to using a password I was getting a full page on your site telling me the page could not be found. It had the row of houses and the company name, in other words a full page loaded, not the clipped 404 you see. Thus things are working for me using Edge. I have checked on a second machine and that opens the Page Not Found in full as well.

As it is working for others I'm not sure it is the hosting service that is the issue here. It seems more like your installation of Edge. Can you try on another machine or a mobile device?

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

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RUTH5CA0Author

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Hello.....good news I think. I have successfully logged in using another machine - so you must be correct about it being my installation of Edge. The other machine I tried on has Version 95.0.1020.38, whilst I have 95.0.1020.40.

I'll try uninstalling and reinstalling Edge.

I am at least reassured that it's likely my clients are having no problems viewing (I haven't had any complaints!)

Thank you.

Peter Grainge

Community Expert

You are saying that if I use https://www.trownhousingconsultancy.co.uk/hlessallocprs/index.htm I should get a Page Not Found, which I do. The only difference between what you were seeing and what I am seeing is I get a proper Page Not Found message whereas you get a partial 404. That seems to be a server issue rather than a RoboHelp issue. However, why would you be logging in with that URL knowing it is not going to the help. Can you clarify that bit please?

Using the credentials you gave, I can access your output using Edge so that's all good. However, today if I use the URL above I now go straight to the help and don't get a 404. In Edge I would expect that having just logged in as some password protected sites allow that. The thing that seems wroing is that other browsers should still require me to login but they don't. I can enter the above URL now in any browser and acess the help.

I will remove the credentials as they are now publicly available here which defeats the object.

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RUTH5CA0Author

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Firstly, I wasn't logging in using the URL. I was using the log in portal. Once logged in, the URL displays in the address bar.

I have had experience in the past of old browsers allowing access without login credentials, when pasting just the target URL in the address bar. I realise the only way to combat that is to add a secondary authentication layer. However, unless an individual knows that this very specific help exists, they are unlikely to try this. One password is better than none and I'd rather have basic protection from abuse. My clients are highly unlikely to stumble across this string.

So do you suggest I discuss the 404 issue with my hosting service?

Peter Grainge

Community Expert

Using the URL in your image I get the full Page Not Found. I also get it with Chrome and every other browser. Your URL must be wrong.

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RUTH5CA0Author

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No, the login is password-protected! You are sent to this page if you attempt to go in through the back door. To view the output, go to the login page at https://www.trownhousingconsultancy.co.uk/login.php and use the credentials (removed by moderator). There's nothing sensitive in there, but it is protected for commercial reasons (it's a subscription offering).

Peter Grainge

Community Expert

Looking at your image, is it trying to show a 404 message?

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RUTH5CA0Author

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Yes, I believe so.

Peter Grainge

Community Expert

If @Jeff_Coatsworth suggestion doesn't help, yes that is what I meant.

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Jeff_Coatsworth

Community Expert

I'd go on the webserver and clear out all the files you uploaded and re-upload them again.

Peter Grainge

Community Expert

This sort of problem is usually one of two things.

Not everything has uploaded properly. Either missing or corrupt files.
The server is not allowing certain file types to run.

Given other outputs are running OK on the server, the second possibility can be ruled out in this case.

Search for free file comparison tools if you don't already have something. Perhaps your IT people could help on that.

________________________________________________________
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RUTH5CA0Author

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Are you meaning in order to compare the output files locally with the files uploaded to the server, to establish if any have have not uploaded? (I don't have an 'IT dept', I'm the sole employee sadly).

Jeff_Coatsworth

Community Expert

Is it working locally with Edge? If it is, then I suspect something went wrong uploading all the files to your webserver. If it fails locally too, then that indicates something is potentially wrong in the output. At that point I would test with one of the RH sample projects.

R

RUTH5CA0Author

Participating Frequently

Hi and thanks for response!

Yes, it works locally in Edge. And yes, when I compile 'Travel the Whirls' as a WebHelp and upload it using the same mechanism, it displays fine in Edge. How am I to know what's wrong in the output please? I imagined conversion would be a quick and easy process, and another output of a similar age has uploaded fine.

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