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elmdavy
Participant
April 13, 2022
Question

RoboHelp Entry Screen Hanging After Reinstall

  • April 13, 2022
  • 2 replies
  • 176 views

System Information

MACOS BigSur Version 11.5.2. 

RoboHelp 2020 (Latest install)

 

My colleague has just had a licensing issue where the renewed license subscription was not working on her computer. Therefore, after trying all of the normal things (such as logging into her Adobe account again), she tried uninstalling and reinstalling RoboHelp. However, when she did this, it is just hanging on the initial loading screen that displays when you launch RoboHelp. Therefore, I think she is now having a install issue as opposed to a licensing issue.

Any ideas on what she can do to fix this?

    This topic has been closed for replies.

    2 replies

    Jeff_Coatsworth
    Community Expert
    Jeff_CoatsworthCommunity Expert
    Community Expert
    April 13, 2022

    I'd contact the RH folks - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

    E
    elmdavyAuthor
    Participant
    April 13, 2022

    I've just got more information about this: 

    We tried to following the instructions on this page: https://helpx.adobe.com/uk/robohelp/kb/download-installer-macos.html

     

    However, when we moved the install.app file to the applications folder, it said their was an error when we tried to run it. It said the installer file may be damaged. 

    So then we ran the install.app from the folder under the dmg file and it seemed to install RoboHelp. However, then had the same problem with it hanging on the intro screen. 

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