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Question

Unable to Install Update 7

Forum|Forum|3 years ago
February 23, 2022
7 replies
405 views

I can't get this version to install.

I've tried installing on top of RH 2020.6.

I've uninstalled 2020.6, then installing 2020.7.

I've tried using the setup.exe and the RoboHelp_2020.7_Off.msi.

I've tried running the setup.exe with admin rights.

I rebooted, and tried again, all of the above.

I have admin rights. The installer is not archived/zipped. No other applications are running (other than Windows Explorer).

Not sure what I'm doing wrong, but here's the log. Any help getting this settled would be greatly appreciated.

--Rich

PDApp.zip

New UI

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milSkridAuthor

Known Participant

Changing from RoboHelp Classic 2019 to RH2020 has a bunch of pitfalls in how your workflow changes.

Turns out that the functionality we used with RHc2019 in master pages, to place a background image at top, was moved to CSS in RH2020. In playing around with our project, I was able to apply a css style sheet to the default master page and one to the title master page. In this way they each have a different image.

Thanks all for the pointers! You put me on the right path.

Peter Grainge

Community Expert

Certain organisations do have installers that do not phone home as it were. I guess that is your scenario so any ordinary installer will likely not work. Someone at a high level in such organisations though must have a contact with Adobe.

I am guessing you have the wrong installer and Adobe have to be contacted by whoever in your organisation. Your IT should be aware of that. As previous installers worked, have they got it wrong this time? For you I am sorry but this forum cannot help. It is for your IT or someone else, whoever is the contact with Adobe. That is assuming my guess is right.

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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milSkridAuthor

Known Participant

Thank you, my hope waas that someone from Adobe would see this, since my ability to contact them directly is essentially non-existant. Also hope that the email shared by Jeff Coatsworth will help.

Jeff_Coatsworth

Community Expert

It's mostly a user-to-user forum with occasional staff peeking in - that's why you need to contact them directly. Email seems to work the best in getting to the Adobe staff who actually program RH (and FM too).

Peter Grainge

Community Expert

I'm at a loss too but pretty sure it is down to either your environment. Either IT will have to get involved or Adobe 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.

To the best of my knowledge there have been no changes that would make 2020.7 installation differ from earlier versions.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

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milSkridAuthor

Known Participant

<sigh> 🙂

Yes, and because of how we are licensed through the Army, I can't talk to Adobe, because we don't have accounts/subscriptions like normal users. Joy.

Jeff_Coatsworth

Community Expert

You'll have some volume license - that still shouldn't stop you from e-mailing the RH folks at tcssup@adobe.com.

Jeff_Coatsworth

Community Expert

I suspect that Peter's correct in that there's something in your environment that's preventing it from installing. I'd ping the RH folks - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

Peter Grainge

Community Expert

I'm not clear from the latest posts whether IT have downloaded since you had problems or whether you are having this problem with what they downloaded earlier. That is if they did download earlier rather than you downloaded. I am wondering earlier downloads had a problem because of IT policies.

________________________________________________________
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milSkridAuthor

Known Participant

Well, I'm on pretty locked down systems. I have used the installers provided by my IT folks which they get from Adobe. The original installer is an offline installer for rh2020.6. We cannot use the check for updates feature. I have used the latest installer provided to my IT and to me in turn, and get the same failed install error message each time. I'm at a loss, however, to understand why the 2020.6 installer works, but the 2020.7 does not. My reason for upgrading is due to our RH 2019 Classic projects not converting properly to include the background images on the master pages (we use two— one for most topics, one for a title topic).

A

Amebr

Community Expert

I usually have an exe to run. Perhaps you could try a fresh download from here:

https://helpx.adobe.com/robohelp/kb/robohelp-downloads.html