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lanaj223
Known Participant
July 13, 2016
Question

ROBOSERVER9, ROBOHELP10, SEARCH NOT RETURNING EXPECTED RESULTS

  • July 13, 2016
  • 2 replies
  • 1309 views

Hello we upgraded from RoboServer8 to RoboServer9 and from RoboHelp8 to RoboHelp10 and now all of the help projects on the server return unexpected search results.  Meaning that we search for terms that we know are in our help project, such as "delete" and "piping" and no results are returned.  Other terms, search results are returned.  We now have customers reporting issues like this and need to fix this ASAP.  I have searched Adobe resources here and found a couple of patches, scripts, etc., but nothing has fixed this issue.  Through the troubleshooting process, it appears that it might be the server instead of the client RoboHelp since it is affecting all projects.  After each patch, or restart of the server, I have tried to republish, but this has not fixed the problem.  I had admin change config on server not to index there, but use the client.  This took quite a while to complete (over 24 hours).  Afterwards, I republished and this did not fix the issue.  I am testing in different versions of IE, chrome, safari and same results in all browsers.  Anyone experience this previously and could help me troubleshoot, I would certainly appreciate it.  Thanks, Lana Johnson

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2 replies

L
lanaj223Author
Known Participant
October 20, 2016

After making a few config changes on the WebHelp Pro help build dialogs the search is working properly for me when I view from the server or even in the product.  However, it's not working for others who view the help through the product in our QA environment and production environments as well.  Why would it work for me, but not others?  Any suggestions?  Thanks, Lana

johndaigle
johndaigle
Legend
October 20, 2016

Please explain "the product" in your QA environment and production environments. Is your WebHelp Pro content the Product, or do you mean there is a web application that uses WebHelp Pro for help. In this regard, it depends on how the WebHelp Pro content is being "connected" to the app by the developers. From here, it's hard to know the setup of the "environments" you refer to.

Also, what does "not working" for others mean? Are you referring to your previous post about the Search box, or are you referring to some other problem? Can they see your help at all? etc.

John

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

John DaigleAdobe Certified RoboHelp and Captivate InstructorNewport, Oregon
johndaigle
johndaigle
Legend
July 14, 2016

Hi, Lana

This forum is for peer to peer support and Adobe does not monitor all the posts here.

I'm short on time and suggest you open a ticket with Adobe Technical Support.

Adobe Technical Communication Customer Support

Ask them to escalate your request to an engineer familiar with Adobe RoboHelp Server specifically..

Meanwhile, I'll do what I can to help. Please email me directly using my profile email address? Once we've sorted things out, I'll come back to the forum and post the results.

Thanks

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

John DaigleAdobe Certified RoboHelp and Captivate InstructorNewport, Oregon
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