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A
Anonymous
December 6, 2013
Question

RH10 - Search not producing results for some users

  • December 6, 2013
  • 1 reply
  • 1039 views

I am using RH10 and the help system is stored on a sharepoint server (it was output as WebHelp)

All users are able to access the system once we give them access, but when they go to search for topics, some get results and some don't. I believe it's related to java, but I can't find any documentation on what version of java is required for end users?

I have already uninstalled and reinstalled RH (as read in some of the forums) with no changes for the end users.

Are their other outputs that don't require java for searching?

Anything else I can test?

Other information that would be helpful to share?

Thanks!

Laura

(Moved this from the wrong forum -- sorry 🙂 )

This topic has been closed for replies.

1 reply

Willam van Weelden
Willam van Weelden
Inspiring
December 9, 2013

Hi,

RoboHelp 10 does not use Java. WebHelp uses JavaScript which is a

default scripting language on the web, it is completely separate from

Java. And users don't need to install anything special to make it work.

Do all the users have access to all the folders of the WebHelp project?

Be sure that all users have access to the wh* folders as well.

Is there any issue the users receive?

Which browsers and versions are the people using to access the help?

Kind regards,

Willam

A
Anonymous
December 9, 2013

Thank you William. I guess that's why I am confused as to why the users are unable to access.

All of the users have the same "read only" access to the parent folder and all of the folders within that folder (including the wh* folders)

They don't get an error message it just doesn't give them any results when they try to search.

I'm still gathering data on browsers, but I know the standard image is IE 8 -- and our computers are on tight restrictions, so I don't think there are too many people using anything different.

Willam van Weelden
Willam van Weelden
Inspiring
December 12, 2013

Ok, I would first check the security settings of the browser. Is the

help location added as a trusted site? Intranet sites may have some

security settings blocking certain scripts, but I would then expect all

users to experience this behaviour if everyone is on the same browser.

When you place the help locally on the pc of a user, does the help work

correctly then?

Kind regards,

Willam

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