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SomebodyWhoNeedsHelp
SomebodyWhoNeedsHelpCorrect answer
Inspiring
October 4, 2018

After several days of troubleshooting, my final challenges with RH 2019 came down to a folder that needed to be created under the root document library of SharePoint.

To summarize

  • if you are working behind a corporate firewall layered with security/monitoring software like ForcePoint or antivirus application, it's very likely that you will have to whitelist a lot of the urls that Adobe RoboHelp uses behind the scenes, like, microsoftonline.com, live.com, adobexxx.com, etc.;
  • make sure versioning is configured on your SP lists/document libraries
  • make sure you create a folder specific to your project in your list/document libraries

Adobe, care to provide the people here that list of urls that need to be whitelisted as well as improve your product support and documentation? Have you even tested your products behind a firewall and with antivirus/antimalware software in place before claiming it works with other products? Geez

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46 replies

Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
February 27, 2021

@Jacob50B9 It's obvious from this thread that some have succeeded. If after reading the answers you still cannot connect, I suggest you contact Support. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your support contact options.

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

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cadbase
cadbase
Known Participant
February 25, 2019

Hi,

Any further updates on this post?

I'm having exactly the same problem as described. I can use SharePoint successfully as a source control repository with RoboHelp 2019, and it works on more than one PWC from multiple locations when these PCs are connected directly to the Internet , but when I'm connected to the client's corporate network on a client's PC, the "Save" button is always inactive when I try to create a connection profile to SharePoint. Ports 80 and 443 are open and I can login to SharePoint 365 directly from a browser on the corporate network. I've used Fiddler and I can't see any blocked traffic. RoboHelp redirects to the 365 login and I'm prompted for credentials. These appear to be accepted and the panel closes, but I don't see the connected message as I do with PCs running outside of the corporate network.

It's frustrating because the only way I can work is to author sites using a laptop at the client's site using 4G to get the source files from SharePoint (or at my office using direct fibre to the Internet), but to publish changes to the Web server while on site, I have to VPN in over a slow 4G connection, or use a USB stick to transfer the files manually.

I'm on Update 5.

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Jacob50B9
Participating Frequently
February 27, 2021

We recently upgraded to RoboHelp 2020 from RoboHelp 2017. We set SharePoint Online for versioning and have sucessfully added the projects to SharePoint Online. However, when try to connect to the Library in SharePoint Online to download any of the projects, it fails and we get an error message.

 

Has anyone succeeded  in connecting to SharePoint Online to download a RH 2020 project? The process fails consistently for us.

 

Please advise.

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SomebodyWhoNeedsHelp
SomebodyWhoNeedsHelpAuthorCorrect answer
Inspiring
October 4, 2018

After several days of troubleshooting, my final challenges with RH 2019 came down to a folder that needed to be created under the root document library of SharePoint.

To summarize

  • if you are working behind a corporate firewall layered with security/monitoring software like ForcePoint or antivirus application, it's very likely that you will have to whitelist a lot of the urls that Adobe RoboHelp uses behind the scenes, like, microsoftonline.com, live.com, adobexxx.com, etc.;
  • make sure versioning is configured on your SP lists/document libraries
  • make sure you create a folder specific to your project in your list/document libraries

Adobe, care to provide the people here that list of urls that need to be whitelisted as well as improve your product support and documentation? Have you even tested your products behind a firewall and with antivirus/antimalware software in place before claiming it works with other products? Geez

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    surbhiM
    Participating Frequently
    October 8, 2018

    Hi,

     

    The list of URLs that need to be whitelisted are

     

    1. https://graph.microsoft.com
    2. http://www.adobe.com
    3. https://login.microsoftonline.com/common/oauth2

     

    And for the point that a folder has to be created on sharepoint online to add a project is implicit.This step is mentioned in add project section: Browse and select the folder on SharePoint where you want to add the project. Ensure that this folder is empty.

    May be we can add a first step of creating a folder on sharepoint as suggested by you.

     

    Again apologies for the inconvenience. We are continuously working towards removing these glitches. 

    Thanks for your patience. For any sharepoint related query you can directly contact me at sumahesh@adobe.com

     

    Regards,
    Surbhi Maheshwari

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    btu727
    Participant
    May 6, 2019

    I have the same problem when I tried to check in files using robohelp 2019 and it makes no difference whether I connect to the corporate network or not using VPN.

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    SomebodyWhoNeedsHelp
    SomebodyWhoNeedsHelpAuthor
    Inspiring
    October 4, 2018

    We still have no success. A ticket (CRM:01094000002529) has been opened with Adobe (before I posted this), but the resource Adobe has provided is from a different time zone and he has no idea as to how time zones work. He calls at no predetermined time and expected me to pick up his call.

    As of my last attempt, I was able to get past the firewall issues (again, no thanks to Adobe's amazing documentation). However, when I try to save or check-in, I get a very generic application error

    I looked at the obvious (and not so obvious) places that Adobe might bury the logs in Windows but I could not find any clues what this very detailed error is about.

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      surbhiM
      Participating Frequently
      October 4, 2018

      Hi,

      Apologies for late reply. I was on leave for some days.

      Let me help you with this issue.

      First of all were you able to install update 1 successfully?

      If yes when you create a sharepoint profile you see application error?

      If needed we can have a connect call and debug the issue.

      Thanks and Regards,

      Surbhi Maheshwari

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      SomebodyWhoNeedsHelp
      SomebodyWhoNeedsHelpAuthor
      Inspiring
      October 4, 2018

      Someone from your TCS has reached out and scheduled a conference call sometime today. His name Pankaj Kumar.

      To answer your questions:

      First of all were you able to install update 1 successfully? Yes

      If yes when you create a sharepoint profile you see application error? I was able to successfully create a profile after whitelisting some urls in our security software (ForcePoint), however, now that I have created a connection, when I try to check the changes in (or even save it), I get this error:

      and no other details are provided.

      If you wish to connect to my pc, let me know what works for you. The other Adobe resource from Customer Support will try to connect later at 10 EST, however, I would rather interact with you since you have more details as to what has happened so far.

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      SomebodyWhoNeedsHelp
      SomebodyWhoNeedsHelpAuthor
      Inspiring
      September 26, 2018

      An update:

      We have isolated the issue to an internal security software through process of elimination.

      • I disconnected from our corporate network and ran RH, and I was able to create the connection profile successfully; There was a catch, though: I did have to partially connect to our internal network as RH kept freezing on initializing itself. Why? Maybe Adobe can provide some explanation. Once RH was up and running, I disconnected again from our corporate network and things work until it was time to check in. RH threw a very generic application error with no clue as to what is wrong.
      • We then defined some urls and common .exe related to RH and we were able to have a level of success similar to the first bullet but this time, tunneled in through VPN; RH still threw the same very generic, useless error "Application encountered an error"
      • Lastly, connecting inside the corporate network yielded no amount of success

      In summary, we purchased a product that we cannot use in a secure corporate environment. Two Adobe support folks have tried to connect to my PC and got me nowhere close to a solution, in fact, one of them ended up messing up my registry when she tried to uninstall the application.

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      Peter Grainge
      Community Expert
      Peter GraingeCommunity Expert
      Community Expert
      September 26, 2018

      I have pinged someone who may be able to help.

      Peter Grainge

      www.grainge.org

      @petergrainge

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      SomebodyWhoNeedsHelp
      SomebodyWhoNeedsHelpAuthor
      Inspiring
      September 26, 2018

      Thanks, Peter!

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      surbhiM
      Participating Frequently
      September 17, 2018

      Hi,

      Please try it again after upgrading to update 1.Go to Help>Update and it will show you update 1.

      We have fixed the API call for enterprise connection.

      Please let us know in case you still face this issue.

      Thanks and Regards,
      Surbhi Maheshwari

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      sni66274
      sni66274
      Participating Frequently
      September 17, 2018

      Works for me, save button is working. Now I can continue testing the collaborations part. Thanks for the support!

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      surbhiM
      Participating Frequently
      September 18, 2018

      Thanks for confirming.

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      johnvarvatsis
      johnvarvatsis
      Inspiring
      September 13, 2018

      RoboHelp talks to sharepoint on a local network, like it says on the tin. But not when sharepoint is accessed via the cloud. Which it neglects to mention on the tin. Not very helpful, but that's the root of the problem. I think it might be because compiled help looks quite like a virus, to virus protection software.

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      johnvarvatsis
      johnvarvatsis
      Inspiring
      September 13, 2018

      ...and firewalls.

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      johnvarvatsis
      johnvarvatsis
      Inspiring
      September 13, 2018

      OOPS! I just looked at whats new rh2019 (I'm using an earlier version) and it does claim to talk to sharepoint online. Mea culpa.

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      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      September 10, 2018

      [moved from Adobe Creative Cloud to RoboHelp]

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      Adobe Employee
      Amitoj
      Adobe Employee
      September 11, 2018

      Just checking if you followed the steps mentioned here;

      Connect to SharePoint in RoboHelp

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      sni66274
      sni66274
      Participating Frequently
      September 11, 2018

      Same question here. Yes, I followed the steps but the save button doesn't turn to active, so saving is not possible.

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