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Mark_Noc
Mark_Noc
Inspiring
September 7, 2021
Question

[RH2020.5.71] Search Freezes On Random Search Terms (responsive HTML5 output)

  • September 7, 2021
  • 17 replies
  • 837 views

This is a very frustrating problem that I just can't seem to pin down. Sometimes, while performing a search, the web page will just freeze showing the following error after about 30 seconds:

 

This seems to happen on all browsers (reported on Edge, Chrome and Firefox), and is completly random. For example, if I can for "Runway Objects" on chrome and it will freeze the first two times, but then work suddenly, while it won't freeze on any of the other browsers (and it'll never freeze on Chrome for that search term again!). This makes it impossible to reproduce consistently, as you never know when a search term will cause this freezing. It's also impossible to debug, as the browser dev tools seem to be useless in this situation. If you try to open them after it happens then they either can't be opened or show nothing, and if they happen to be open when it does happen, they still show nothing! 

 

Has anyone else experienced this happening to them? Can anyone think of a way I can work around this issue?

    This topic has been closed for replies.

    17 replies

    J
    juliannam27523423
    Known Participant
    April 6, 2022

    We dealt with this, a month ago, by re-outputting the Robohelp file and publishing it again.

     

    Yesterday, when I published our latest version, Search did not work. Luckily, re-outputting and publishing again worked AGAIN.  

    Mark_Noc
    Mark_NocAuthor
    Inspiring
    March 9, 2022

    This hasn't been fixed yet, but the bug report I made has been set to "Critical" in the last week or so, which would suggest that Adobe are now aware that the problem exists and is serious... so I'd hope that a fix will be forthcoming in the next update.

    J
    juliannam27523423
    Known Participant
    March 9, 2022

     

    J
    juliannam27523423
    Known Participant
    March 9, 2022

    Hi,

     

    Have there been any fixes to this yet? We have 2020.7.46. Each time I search, the results show up but the page freezes and I can't click on them. Then I get "Page Unresponsive". So our customers literally cannot search anything on our site.

     

    Thanks,

     

    Julianna

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    November 23, 2021

    You need to add your vote to the bug report R https://tracker.adobe.com/#/view/RH-10017. That is where Adobe will become aware it is a general issue.

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

     

    Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.
    K
    KathFR33
    Participant
    November 23, 2021

    We have the same problem, whether locally or on a server.

    It has been reported to us by customers, which is very annoying (for us and for them).

    We are using Robohel 2020.6.76.

    We have not found a workaround.

    We've tried the server reboot but it has not solved the problem.

     

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    November 19, 2021

    The person who logged the bug has found it is now fixed after they got IT to clear the server cache and reboot the server.

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

    Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.
      Peter Grainge
      Community Expert
      Peter GraingeCommunity Expert
      Community Expert
      November 19, 2021

      Whilst RH-10374 | Tracker (adobe.com) is not about random terms, it has the feel of something related.

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

      Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.
        Erwin.Timmerman
        Erwin.Timmerman
        Inspiring
        September 10, 2021

        Apart from replicating the bug, I really doubt it can be solved easily. The RH search is quite extensive, but that probably also means there is quite a lot going on behind the scenes after you press enter. I could imagine a network blip could disturb that process. I think either an increase of efficiency or an increase of robustness of the search routines could help, but both would probably not be an easy fix. And then it could be at the browser end as well... how many times do you open a web page that is only loaded halfway and then stalls, and then after a refresh loads just perfectly within seconds?

        But yeah, if they at some point could look into it, would be appreciated. I have upvoted the bug.

        Mark_Noc
        Mark_NocAuthor
        Inspiring
        September 9, 2021

        You are quite right Peter and I have removed the "correct answer"... I haven't tried the Frameless output for a few versions but will give it a go and see what happens. I had issues with it previously which is why we switched to the Responsive HTML5, but it's certainly worth checking again. Thank you!

        K
        KarenMinOR
        Inspiring
        September 9, 2021

        We use the frameless output and still get this annoying, hard-to-reproduce bug. *sigh*

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