Robohelp 2020 Freezes after loading

Forum|Forum|3 years ago
June 14, 2022
5 replies
318 views

We currently use Robohelp 8 and are looking to upgrade. We have installed Robohelp 2020.7.46. When it first opened it was fine. We imported, edited, compiled etc. On the second open everthing seems locked or frozen and Nothing can be done. Robohelp has become a dead weight! Anyone any ideas?

Regards,
Dave.

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Peter Grainge

Community Expert

I would try it on the C drive if you can and see if that fixes the issue. The program files are 1.78gb.

After that I think you will have to go to 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.

Let us know how you get on.

________________________________________________________

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

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David24859097i1ymAuthor

Participating Frequently

Thanks guys, After more testing it seems that this is an account issue. I have registered RH under my email address but My Creative suite software is under the Company account. If I'm logged in to Creative Suite under the company account then RH doesn't licence as I'm not logged in to the registered email account. It simply sits there frozen. RH is NOT part of the creative suite and seems to get confused, and does not let you log out. You need to go to CS and log out, reboot and then log in to RH. What a faff! I think I will need to re-register RH under the Company account (if I can!).

Regards,

Dave.

A

Amebr

Community Expert

I'd suggest contacting support using the email address Peter provided. I think that will be your best bet for sorting it out.

Peter Grainge

Community Expert

Is there a reason you are installing it on your D drive rather than the default? I would try the default as I have seen issues reported, albeit a long time ago.

________________________________________________________

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

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David24859097i1ymAuthor

Participating Frequently

The reason is that I have a small M.2 drive for my C:\ drive that contains Windows OS, and a 2TB SSD for my programs / working.

Peter Grainge

Community Expert

If the answer to @Jeff_Coatsworth question is yes, you need to determine if the issue is the installtion or the upgrade.

In Documents > My RoboHelp Projects you will find two sample projects. Open About RoboHelp and see if that has the same issue. If it does then it is likely you have an installation issue.

Was RoboHelp installed to the machine using the default directory?
Are you working directly on that machine?

It might also be worth contacting Support as there is a rare but not unknown combination of circumstances that might be causing this.

If the sample project is OK, then by default it seems likely it is your project. I would try creating a brand new project and creating some content there rather than bringing in your old content. I am only talking about a minimal amount of work, just a couple of topics.

Look into what I have suggested and then come back to let us know where you have got to.

________________________________________________________

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

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

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David24859097i1ymAuthor

Participating Frequently

Hi and thanks for your reply. I think I have managed to fix it by Uninstalling Avast, adding Robohelp app to Allow through the Firewall rules and then reinstalling Avast. It now opens and runs fine. Thanks for your time!

I couldn't open any samples as the sofytware was previously dead. And yes I have Admin rights on the PC. But installed on my D:\ drive and not the default location.

Regards,

Dave