Participating Frequently

Question

RoboHelp 2017 and 2019 Classic still part of the RoboHelp subscription?

Forum|Forum|1 year ago
April 2, 2024
14 replies
1242 views

We use mainly RH2017 under the subscription licensing to manage hundreds of legacy RH projects.

Our RH 2017 and 2019 Classic are now asking for a serial number while the Reimagined 2019+ are still working fine.

Did Adobe remove the old RH from the subscription licensing? If so, what is everyone doing to be able to use the old version if they were on the subscription?

J

John_F_

Participant

Hey, did you ever get this resolved?

Peter Grainge

Community Expert

@John_F_ I worked with Philip and Adobe on this. The short answer is no. We never did get to the root cause but Philip's set up was such that using the Enterprise version solved the problem. Whether or not that would suit you depends on the number of users.

The first question though is exactly what is the probem for you. You have the installers but they will not work, you don't have the installers, RoboHelp is installed but not working. Tell me more and specifically which version you want to work.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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Peter Grainge

Community Expert

That is still wrong. 2017 was available on subscription. I wasn't aware. I will go back to my contact again.

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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Peter Grainge

Community Expert

I've got to the bottom of the licensing and will explain when I get home. Has the issue been fixed?

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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P

Philip.HAuthor

Participating Frequently

Thank you, Peter.

No, it hasn't been fixed. I still cannot access 2017 or 2019 Classic with the subscription, and I don't have serial numbers for either one.

I asked for more details about when 2017 was no longer part of the subscription, and I got this confusing reply that still doesn't explain how we were using 2017 without a serial number using the personal RH subscription for years until it stopped working last month:

The subscription eventually started with the RH 2019 version. Before that, there was a serial number sign-in for RoboHelp.(perpetual license). But now, as you recently purchased an Individual subscription to RH 2022, RH 2019 will not work with that plan. Only VIP,eVIP, and ETLA subscriptions provide access to n-4 versions (n=current version).

Peter Grainge

Community Expert

It seems there was an issue affecting some subscription licences. Adobe are looking at whether this is the issue here.

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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Peter Grainge

Community Expert

2017 was serial number and I don't believe there was a subscription option.

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My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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P

Philip.HAuthor

Participating Frequently

"2017 was serial number and I don't believe there was a subscription option."

This is like a Twilight Zone episode. Multiple people in our company have been using 2017 under subscription for at least the past 4 years and have never bought a serial number.

Peter Grainge

Community Expert

I did open 2017 when you posted and was not prompted. It was installed with a serial number. On that part I agree serial number is needed for 2017 only.

I am travelling so unable to test anything now.

Do you have a spare machine on which you can install 2019 under subscription?

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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P

Philip.HAuthor

Participating Frequently

Yes, I will try 2019 Classic on a spare machine this weekend and let you know.

Curious, how did you get a serial number for RH 2017? Were they still selling perpetual licenses back then? And if you had a serial number, did you still have to buy a subscription?

Peter Grainge

Community Expert

I have gone back to my contact. I have 2019, 2020 and 2022 on one machine so that is plain wrong. One version back is related to Support, not installation.

Do you have have individual licenses or are you on an enterprise license?

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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P

Philip.HAuthor

Participating Frequently

Here's a follow up email I received today. Does it seem the "internal team" is the same as "team dedicated to Technical Communication Suite products including RoboHelp?"

Thank you for contacting customer support.

As per our discussion regarding Adobe RoboHelp 2017. We checked with the internal team and RH 2017 will not work with the current subscrition. The serial-based licensing system is already end-of-life (EOL). RH 2017 will only work with the serial number.
The subscription-based license system started in RH 2019. And as we discussed, the Subscription plan will only work for the latest version and one version back.
I hope the given information has helped you. Please let me know if you still need any assistance.

Please feel free to write back in case of any further concerns. You may also contact the technical support team directly via phone (1800-833-6687 followed by IVR option 2128 for the US) or chat ( https://www.adobe.com/getsupport) for immediate assistance

P

Philip.HAuthor

Participating Frequently

I have the same problem with 2019 Classic, so I ask them to clarify if the subscription is supposed to work with 2019 Classic without a serial number.

And I also asked them to be specific on when 2017 stopped being a part of the subscription. Just seems so odd the rep claimed on the phone yesterday that we couldn't have been using 2017 with the sub without a serial number, but we've been doing it for years.

We'll see what they say.

Peter Grainge

Community Expert

For future issues, chat was not the best place to go. Emails go to a team dedicated to RoboHelp, chat does not. Hence advising that option.

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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Peter Grainge

Community Expert

That is plain wrong. I have 2019 Classic running from a subscription. I have asked an Adobe contact to see if they can help

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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P

Philip.HAuthor

Participating Frequently

It definitely seems wrong to me too.

We have been using just individual licenses for years.

Are you able to try 2017 with your subscription?

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