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A
av_gchale
Known Participant
May 7, 2014
Answered

Updated information in WebHelp topics does not display in IE8

  • May 7, 2014
  • 2 replies
  • 689 views

We recently updated some help topics for our web portal and published the updated help system to our QA environment.

Users running Internet Explorer 8 cannot see the updated content in the help topics. They can see the help topics and navigating the help system with no problems--they just can't see the updated content inside the affected topics.

We've had users change their Compatibility View settings and clear their browser's cache, but those steps have not solved the problem. Has anyone encountered this problem or have a suggestion on how to resolve it?

Thanks!

RoboHelp Version: 10.0.0.287

Output: WebHelp

This topic has been closed for replies.
Correct answer Captiv8r

Hi there

One thing to check is to see if the content is actually present on the page. I did some training up in Detroit where they claimed updates were not being "seen". Seems the updates were indeed present on the page, but because of some formatting issues that had been present all along, an IE upgrade changed the visibility of the content. The content was indeed there, but IE was not rendering it as visible.

If memory serves, you could select the content and it would appear.

I'd first try right-clicking and viewing source to see if the content is present. If so, you are seeing the same thing I found. It will then be a matter of examining the CSS tagging on the content in the page. If that's the case, you will find you need do do some cleanup of the CSS to make things work.

If the content isn't even in the source, it sounds to me that you may be looking at a cached version of the page.

Cheers... Rick

2 replies

A
av_gchaleAuthor
Known Participant
May 30, 2014

It looks like the problem was caused by a Transpararent font color that was applied to the missing text. I noticed that when I selected the area in the help topic where the missing text was supposed to be located, I was able to see the text. I looked under the hood and saw that the HTML tag around the missing text included a Transparent font color attribute. Upon removing the attribute and republishing the help topic, the text displayed correctly in IE8. Apparently IE9 did not have any problem displaying the transparent text.

Captiv8r
Captiv8r
Legend
May 30, 2014

Ahhh, so it *WAS* the situation I advised about back on May 8.

Thanks for the update! Rick

Jeff_Coatsworth
Community Expert
Jeff_CoatsworthCommunity Expert
Community Expert
May 7, 2014

If they use a different browser, they can see it fine?

A
av_gchaleAuthor
Known Participant
May 8, 2014

Hi Jeff,

Yes. Users can see the updated content in other browsers (Firefox, IE9) just fine, so I know the updated content was correctly pushed out to the server. But for some odd reason, users cannot see the updated content if they are using IE8. This problem has me stumped.

Captiv8r
Captiv8rCorrect answer
Legend
May 8, 2014

Hi there

One thing to check is to see if the content is actually present on the page. I did some training up in Detroit where they claimed updates were not being "seen". Seems the updates were indeed present on the page, but because of some formatting issues that had been present all along, an IE upgrade changed the visibility of the content. The content was indeed there, but IE was not rendering it as visible.

If memory serves, you could select the content and it would appear.

I'd first try right-clicking and viewing source to see if the content is present. If so, you are seeing the same thing I found. It will then be a matter of examining the CSS tagging on the content in the page. If that's the case, you will find you need do do some cleanup of the CSS to make things work.

If the content isn't even in the source, it sounds to me that you may be looking at a cached version of the page.

Cheers... Rick

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