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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?

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P

Philip.HAuthor

Participating Frequently

It did NOT go well with support.
First off. I was bounced around the chat system many times before they could find someone that could answer questions about RH. After they found someone, I asked if 2017 was part of the subscription. The rep told me to wait while he checked with the RH team and then came back and said with certainty, yes. When I tried it again, the serial number came up, and the rep passed me on to another tech support. That rep told me that the subscription would not work. When I copy and pasted the chat from the previous rep, the previous rep then called me on the phone. He did a complete 180 by saying 2017 and 2019 Classic would not work and could not have worked for the past couple of years unless we had bought a license and received a serial number. He confirmed on our account histories that we never had serial number. He told me it’s impossible now to buy a serial. So basically, he doesn’t believe that we have been using both 2017 and 2019 Classic on subscription for years until it stopped working last month.
Any ideas? We need the old version to work. Does anyone have a 2017 serial number to sell? Can that even work?

Jeff_Coatsworth

Community Expert

Echoing what Peter said - this is why we all say this - "The email link tcssup@adobe.com is recommended as it reaches a team dedicated to Technical Communication Suite products including RoboHelp."

Peter Grainge

Community Expert

I didn't think 2017 was available on subscription but Support will confirm that.

________________________________________________________

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

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Philip.HAuthor

Participating Frequently

I can personally confirm from experience that 2017 was part of the subscription for at least the last 4 years.

I'll let everyone know what I find out from support.

Peter Grainge

Community Expert

2019 was five years ago and I thought it was RoboHelp 2019 that introduced the subscription option. Support will confirm.

If it does turn out that you need a key for 2017, don't worry if you cannot find it. There were very few differences between the 2017 and 2019 Classic versions so you should be OK on that score as the subscription definitely covers 2019 Classic and New UI.

________________________________________________________

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

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Jeff_Coatsworth

Community Expert

Yes, you might be running into this problem with the old acivation servers. See https://helpx.adobe.com/tech-comm-suite/kb/deprecated-internet-explorer-10-with-ims.html

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Philip.HAuthor

Participating Frequently

Thank you, Jeff. I will check with tech support and let them know of this knowledge base article.

Peter Grainge

Community Expert

You haven't said what happens if you put the serial number in for 2017. Does it then work or is there an issue with the activation servers?

2019 Classic should work via your subscription as that covered both. Certainly I have a machine with 2019 Classic running under a subscription licence as well as 2019 New UI. Also 2020 and 2022 for what it is worth.

I suggest for this one you need to go to Adobe Support. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. The email link tcssup@adobe.com is recommended as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

Only Adobe can sort out licencing issues. I haven't seen others report this for 2017 and 2019 Classic.

One last thought, are you trying to set up Classic on a new machine. Then there might be issues if you did not uninstall on the old machine. Again that is for Adobe to advise you.

________________________________________________________

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

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Philip.HAuthor

Participating Frequently

Hi Peter,

I have never had a serial number for RoboHelp. I have always used the subscription license, which just had me log into my Adobe account with the subscription.

RoboHelp 2017 and 2019 Classic was working fine on this same machine for almost 4 years under subscription until recently. Now only the Reimagined versions work and it put me on a trial for Classic.

Thank you for the support contacts. I'll reach out to Adobe now that I know it is supposed to work.

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