Known Participant

Question

RoboHelp 2015 Errors Due to Windows 10 Security Updates

Forum|Forum|8 years ago
August 14, 2017
6 replies
1476 views

Hi,

Has anyone else encountered errors when generating RoboHelp 2015 WebHelp with Windows 10? I have installed all patches/updates for RH 2015. This occurred after installing a Windows 10 Security Update. RoboHelp is installed on my hard drive and my files are generated there as well. I called Adobe and they were not helpful. We are a small company and our IT Support also is struggling to figure this out. I had this error a week or so ago...a Windows update broke it...then the next Windows update fixed it. But the newest Windows update installed last Friday Aug. 11, 2017 broke it again. Un-installing the security update did not fix it. Below is the error message from the Application Event Viewer. Thanks, Lori

Faulting application name: RoboHTML.exe, version: 12.0.4.460, time stamp: 0x581aee66

Faulting module name: ntdll.dll, version: 10.0.10586.672, time stamp: 0x580efaf8

Exception code: 0xc0000374

Fault offset: 0x000dc799

Faulting process id: 0x24dc

Faulting application start time: 0x01d31500c874c772

Faulting application path: C:\Program Files (x86)\Adobe\Adobe RoboHelp 2015\RoboHTML\RoboHTML.exe

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report Id: 282cc317-ee30-451d-9958-0b62ad3fef68

Faulting package full name:

Faulting package-relative application ID:

Log Name: Application

Source: Application Error

Date: 8/14/2017 8:26:15 AM

Event ID: 1000

Task Category: (100)

Level: Error

Keywords: Classic

User: N/A

Computer: OPTI990-8.lakeco.com

Description:

Faulting application name: RoboHTML.exe, version: 12.0.4.460, time stamp: 0x581aee66

Faulting module name: ntdll.dll, version: 10.0.10586.672, time stamp: 0x580efaf8

Exception code: 0xc0000374

Fault offset: 0x000dc799

Faulting process id: 0x24dc

Faulting application start time: 0x01d31500c874c772

Faulting application path: C:\Program Files (x86)\Adobe\Adobe RoboHelp 2015\RoboHTML\RoboHTML.exe

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report Id: 282cc317-ee30-451d-9958-0b62ad3fef68

Faulting package full name:

Faulting package-relative application ID:

This topic has been closed for replies.

WiscoLoriAuthor

Known Participant

Hi, just wanted to let others know that I resolved this issue. It had to do with an older skin file I was using. Something in the skin file does not agree with Windows 10. What that is, I do not know! But using that old skin would only allow me to generate my project in Windows 7, not Windows 10. I am now creating a new skin for Windows 10. Thanks for all who responded. :-)

Lori

WiscoLoriAuthor

Known Participant

A year later and this is still an issue. I still cannot compile WebHelp output using RoboHelp 2015 with Windows 10. I have to run RoboHelp 2015 with compatibility mode set to Windows 7. I'm wondering if I am the only person out there who has experienced this. Thank you.

Jeff_Coatsworth

Community Expert

I think so - I can't recall seeing anyone else reporting this behaviour. Have you tried installing it on another Win10 machine to test? Did you ever try out the RH2017 version?

WiscoLoriAuthor

Known Participant

Hi Jeff, No I haven't tried installing it on another Windows 10 machine. We only have one copy/one license. I was thinking of asking to upgrade to RH 2017 but wasn't sure that would solve the issue. I cannot find the Bug Tracker where I logged my issue. I'm actually on hold right now for Adobe Support Chat.

WiscoLoriAuthor

Known Participant

I was able to sign into the Bug Tracker today (why it wasn't working yesterday I have no idea). I created a bug for this: RH-781. Thanks Rick for letting me know about that!

Lori

WiscoLoriAuthor

Known Participant

Any clue as to why I would get this application error (at 3:00 a.m.?!) when I am not even using RoboHelp (or Adobe Air for that matter). I didn't even know I HAD Adobe Air. Thanks. :-)

Peter Grainge

Community Expert

AIR is one of the output options so the path is expected.

Taking a wild guess, RoboHelp is checking activation. The last two lines suggestion there is something wrong with the version. Go to File > Help and note the version. Then go to About and see if it is the same.

Beyond that I have to question whether RoboHelp is at fault or Windows is causing RoboHelp to error. I say that because you have said this happens when Windows gets updated.

Have you tried a reinstall? I would ask IT to uninstall using something like Revo Uninstaller. RoboHelp does a pretty clean uninstall nowadays but Revo might just find something.

Let us know how those two ideas go.

See www.grainge.org for RoboHelp and Authoring information

@petergrainge

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WiscoLoriAuthor

Known Participant

I agree Peter. I suspect Windows is causing all this fuss. We have tried uninstalling RH in the past and it did not work. I'm wondering if Windows 10 plays nicer with RH 2017 than it does with 2015? If nothing else works we might have to try the upgrade.

Peter Grainge

Community Expert

I too have not seen that reported for RoboHelp but one line in your first post caught my eye.

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

I had a problem with that file many years ago and as I recall it was pain to fix. I can't give you the answer but pop that path into Google and you will get a quarter of a million results!

See www.grainge.org for RoboHelp and Authoring information

@petergrainge

Use the menu (bottom right) to mark the Best Answer or Highlight particularly useful replies. Found the answer elsewhere? Share it here.

WiscoLoriAuthor

Known Participant

Hi Peter, thanks (!!). :-) Last time this happened I took the System error code from Event Viewer and searched Regedit. It always came down to permissions errors for some strange Windows operating apps I had never even heard of. Giving access to these apps worked, but only temporarily. I will have our IT guy take a look tomorrow.

Thanks.

Captiv8r

Legend

Hi there

First I've heard of this. I might think if it were common, we would be seeing all sorts of reports about it.

Have you contacted Adobe? Perhaps report it as a bug? Sometimes when you do that you get reasonably quick response.

Click here to visit the bugbase

Cheers... Rick

WiscoLoriAuthor

Known Participant

Hi Rick, I called Adobe support and they didn't know what was causing it. Good idea, I will report it as a bug. It needs to be fixed because I currently cannot compile my Help code. I tried searching to see if it was a known bug but could not find anything. I will probably ask our IT support person to contact Microsoft as well. Thanks for your help! Lori

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