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tkoi
Participant
October 13, 2021
Question

RoboHelp Trial Version - Frozen Project

  • October 13, 2021
  • 4 replies
  • 926 views

We are using a trial version of RoboHelp. After successfully opening our most recent project, the software froze. Nothing was clickable except the toolbar with "File_Edit_View...", which showed dropdowns when hovering on them, but they were unresponsive as well.

 

I opened and closed a couple other projects with success, then re-opened the one that was frozen. It seems fine now. What was the problem? Does it happen occasionally?

 

As I said, this is just a trial version, and it does not bode well in our HAT comparison.

 

Our trial is less than 30 days old, FYI.

 

Help?

 

[Mod note - moved from Audition forum to here]

 

This topic has been closed for replies.

4 replies

Jeff with a J
Jeff with a J
Participating Frequently
May 12, 2022

I had the same issue - I spent an hour on the phone with Adobe tech support and the only resolution/immediate work around was to disconnect from the internet. On a follow up email, Adobe support provided this: 

 

  1. Close the Robohelp.
  2. Go to the location:- C:\Users\your user name\AppData\Roaming\Adobe\RoboHelp
  3. Delete the folder 2020
  4. Go to the location:- C:\Users\your user name\AppData\Roaming
  5. Delete the folder name Adobe Robohelp 2020.
  6. Try to open the RoboHelp.

 

If you still get the same issue try the following step.

 

  1. Ensure that your machine is not connected to VPN.
  2. Check if you have any Antivirus enabled.
  3. Try to disable the Antivirus for testing purposes.
  4. Check if the firewall is causing the issue?

 

Deleting the folders as noted in the first steps remedied the problem. 

    N
    Nina E
    Participant
    May 12, 2022

    Thank you so much, Jeff! I just deleted those folders and restarted RoboHelp twice, and it responded both times. Here's hoping it's responsive going forward, but at least now I know what to try if it freezes again.

    (I sent an email last Saturday, May 7, to the tech support email address Peter provided, but I've received no reply at this writing. Maybe now I won't need anything from them. 🙂 )

    Thank you again!

     

    Jeff with a J
    Jeff with a J
    Participating Frequently
    May 12, 2022

    No worries! Hope this helps others that are stuck!

      N
      Nina E
      Participant
      May 6, 2022

      Hello. A couple weeks ago, I installed the trial version of RoboHelp 2020.7.46 on my brand-new HP ENVY laptop, which is running 64-bit Windows 11 Home, Version 10.0.22000. The first time I started RoboHelp, it worked fine. When I started it the next day, though, it exhibited the frozen/unresponsive behavior that tkoi and Amebr have reported in this thread. And it's happened several times since then. Sometimes I have to restart RoboHelp several times for it to finally respond, and sometimes it starts responding after the first restart. Rebooting my laptop before restarting RoboHelp doesn't seem to make any difference.

      I'm evaluating the trial to decide whether to use RoboHelp for a documentation project, and I really like the features and possibilities, but I'm concerned about this unresponsiveness situation. Having to restart RoboHelp multiple times before I can actually use it doesn't give me a warm and fuzzy feeling. Does anyone have any further insights/suggestions?

        Peter Grainge
        Community Expert
        Peter GraingeCommunity Expert
        Community Expert
        May 7, 2022

        @Nina E I have spoken to someone at Adobe and they believe this is a system specific issue. For that reason it will be best for you 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. 

         

        They will likely connect with your machine to see what they can find.

        ________________________________________________________

        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.
          N
          Nina E
          Participant
          May 7, 2022

          Thank you, Peter!

          A
          Community Expert
          AmebrCommunity Expert
          Community Expert
          October 13, 2021

          I have had a problem where opening RH 2020 (just opening the application from the start menu, without opening a project) was unresponsive. Closing and reopening RH resolves the issue. I'm not using RH2020 day to day though, so haven't investigated if it's every time or intermittent.

          A
          Community Expert
          AmebrCommunity Expert
          Community Expert
          October 13, 2021

          I should also clarify that the only time I've seen it so far is the first time opening RH after starting the PC, not after opening from hibernate or sleep.

          Peter Grainge
          Community Expert
          Peter GraingeCommunity Expert
          Community Expert
          October 13, 2021

          I think that is a one off unless someone else can say otherwise. 

           

          This is 2020.6 installed on Windows 10, correct? 

           

          There is a lot of information about using 2020 in the RoboHelp Tour on my site.

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

          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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