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Rads03
Rads03
Participant
January 7, 2015
Question

RoboHelp HTML Output not compatible with IE 10/11

  • January 7, 2015
  • 3 replies
  • 1394 views

Hi,

My team is facing an issue with the WebHelp output generated using RoboHelp 11 (11.0.1.235). When we try to open the Output in IE 10 and IE 11, they work fine. But, when the Dev and QA teams try from their machines, the pages are just blank. This issue continues after integrating the Help with the application. The Dev team uses a RoboHelp patch (a .exe file) to perform the integration. Can anyone guide us on what is causing this issue? We are not quite sure if it is because of any settings or configurations or because of the patch used by the Dev team. We tried deleting the cache and history on IE.

As we have a release coming soon, any help will be highly appreciated.

Thanks.

This topic has been closed for replies.

3 replies

L
lagonkd
Known Participant
May 12, 2015

Sorry Peter. We are using both RH9 and RH11. This issue happened with both.

Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
May 12, 2015

Focus on RH11 first. Do you have all the patches applied? (11.0.4 should show if you have)

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
January 7, 2015

I'm noting that the Dev team "use a RoboHelp patch" to perform the integration. Do you mean the API to call the help or something else?

You should be on the latest patch to Rh (11.0.3). See the Announcements in the forum for a link to the patch details and an update not available via Help > Update. However, if the help is working for you in the same browser, it would seem that something else is at play.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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Jeff_Coatsworth
Community Expert
Jeff_CoatsworthCommunity Expert
Community Expert
January 7, 2015

I think we might need a bit more info about where and how you’re viewing the WebHelp – is it located on a web server or on a LAN server? That has an impact on browser security settings – not just IE, but Chrome and FireFox too.

Rads03
Rads03Author
Participant
January 7, 2015

Thanks Jeff for the quick reply. The files are located on a LAN server. The other teams are facing issues even after copying the files onto their local machine.

Jeff_Coatsworth
Community Expert
Jeff_CoatsworthCommunity Expert
Community Expert
January 7, 2015

That would have the same impact (copying the files to a local drive – all browsers consider LAN drives and local C: drives as being local and therefore unsecure). The easiest way to fix this up is to get patched up like Peter says, regenerate the help and replace it within the packaging of your product. That should make it work for all browsers. I’ve found that users have to allow the blocked ActiveX content on their IE browser and you definitely have to allow JavaScript to run for any of it to work. I’ve recommended adding the server help location as a “Trusted Location” in IE11 to allow it to render my help correctly. BTW – you don’t mention if you enabled “Mark of the Web” or not in your output (I don’t with mine).

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