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Lars Wilhelmer
Known Participant
October 21, 2016
Question

RoboHelp HTML5 output not working on current iPhones, iPads, Macs

  • October 21, 2016
  • 6 replies
  • 3839 views

I recently noticed that my HTML5 output wasn't working on iPhone, iPad, and macOS Safari.

First I thought something was wrong with my own scripts, but after some digging, I found that it's a bug in the native RH JS files.

That means that none of your HTML5 RoboHelp projects will work properly on current iPhones, iPads, and Macs (= devices running iOS 10 or macOS Sierra).

This is a major bug that should be addressed as soon as possible. The bug has already been filed by Alexandra Duffy one month ago, but it is still "Unverified": Bug#4192629 - Safari 10 update has caused HTML5 Help from RH to stop working​.

Luckily enough, Edward Doris has already posted a bugfix in the above bug report. It seems to solve the problem on all devices. However, implementing the bugfix requires advanced JS knowledge.

Please provide an official bugfix as soon as possible.

This topic has been closed for replies.

6 replies

A
Alexandra Duffy
Inspiring
November 7, 2016

Provided you can get this update (12.0.4.460), I tested it on Safari 10 and it works now.

I was able to get it through Files > Help > Updates.

Alexandra

P
prhmusic2
Inspiring
November 7, 2016

So far, I haven't been able to access the update... Sigh...

A
Adobe Employee
abhi_AdobeTC
Adobe Employee
November 4, 2016

Hi,

The fix for this issue is now available in the latest update. Please download and install the latest update.

Thanks!

Abhishek

P
prhmusic2
Inspiring
November 4, 2016

I went to lunch, came back, and using Help > Updates doesn't trigger the automatic update. I checked this page - Search Results for “RoboHelp (2015 Release)” – TechComm Central by Adobe  - and didn't see it - is that not where I should be looking?

Jeff_Coatsworth
Community Expert
Jeff_CoatsworthCommunity Expert
Community Expert
November 4, 2016

Nope - you want Adobe - Support : RoboHelp Support Center : Service Releases but 2015.0.4 release isn't back up

A
Adobe Employee
abhi_AdobeTC
Adobe Employee
November 4, 2016

This issue is fixed now.

The update is available through Adobe Update Manager (AUM): Please check for the updates in RoboHelp’s menu > File > Updates.

Thanks!

Abhishek

P
prhmusic2
Inspiring
November 4, 2016

I don't have a File > Updates option. Can you provide a direct link?

Jeff_Coatsworth
Community Expert
Jeff_CoatsworthCommunity Expert
Community Expert
November 4, 2016

Try Help > Updates

A
Adobe Employee
abhi_AdobeTC
Adobe Employee
November 3, 2016

We are working on a fix with utmost priority. Patch will be available shortly.

Thanks!

Abhishek

    AT3D
    AT3D
    Participant
    November 2, 2016

    Same here. Cannot get responsive HTML5 to work in Safari 10.0.1. I have tried Edward Doris' fix (in original post) but cannot find the code he is referring to. Has anyone found a fix for this until Adobe fixes it?

    Jeff_Coatsworth
    Community Expert
    Jeff_CoatsworthCommunity Expert
    Community Expert
    October 21, 2016

    Use the Bugbase to log it as a bug yourself - that gets it on Adobe's official radar.

    Captiv8r
    Captiv8r
    Legend
    October 21, 2016

    I think what Jeff may be hinting at here is that if you add another report of the bug you noted, it will aid in stressing to Adobe that it's a higher priority bug than one that may simply be some cosmetic issue or other issue that doesn't manifest often or easily.

    And in the event you are unaware of how to file such a bug, you click the link below and complete the form:

    Click here

    Cheers... Rick

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