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Freespirit-ST
Known Participant
September 21, 2011
Question

Search Not Working in WebHelp - Suspected Java Issue

  • September 21, 2011
  • 7 replies
  • 2402 views

The Search function in our output WebHelp system is not working from one user's laptop.  The WebHelp is generated from our RoboHelp 8.  Search does work in everyone else's access to the system.  This Windows 7 laptop displays an "Error on Page" message when he enters a search value and then chooses the Search button.  He says the same error occurs for the Index. Because no other users have this problem, we are definitely thinking it's something in his laptop configuration for Java - as we see the JS file references in the error details, as shown below.

 

The details for the "Error on Page" message are referencing the following messages and JS files

Index error messages in details:

Object doesn't support this property or method - whthost.js

'innerHeight' is undefined - whutils.js

Search error messages in details:

Object doesn't support this property or method - whthost.js

'innerHeight' is undefined - whutils.js

'gaFakes[...].nB' is null or not an object - whhost.js

'Node' is undefined - whfhost.js

What should he check in his Java?  He's using Java 6, Standard Edition, update 16.  Any ideas or suggestions about what he should check on this laptop?  I would appreciate your help and expertise in solving this mystery!  Hopefully I've provided enough details here - but let me know what else I need to provide.

Thanks so much,

Susan

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7 replies

Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
September 21, 2011

Where is the help that is being accessed? Is it on a server or a local drive?

Have you tried using different browsers?

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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F
Freespirit-STAuthor
Known Participant
September 21, 2011

The WebHelp system is on a server, in a Citrix environment.  So, he is accessing via the laptop.  He sometimes VPNs in.

I believe he's only tried IE browsers.  Which others should he try?  The application itself is only supported on IE.

Thanks for responding, Peter.  You're always helpful.

Susan

Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
September 21, 2011

I'm not sure I will be helpful on this one, especially if it is a java issue. What I was trying to do to start with was see if the problem was the same with another browser thinking that would rule out java. That could be wrong thinking but it is a start. Try with Firefox.

Can you get someone else to access the help in the same way?

I'm going offline shortly so hopefully someone else can take over helping you. Otherwise tomorrow I will see what you post back.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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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