WebHelps generated on laptops using RoboHelp 2017

The first thing Support will want you to do is apply the updates so I would suggest you do that before doing anything else. Updates need to be applied by an admin so you will need to involve IT. They can either apply the two updates from within RoboHelp or download once from https://www.adobe.com/support/robohelp/downloads.html. The fixes can be accessed from there and do not list this problem but that doesn't mean they might not fix it.

It might also be worth trying a complete uninstall and reinstall. It doesn't take long and does not affect your projects.

Now let's get back to laptop versus desktop. Your laptop could be the issue but most definitely not just because it is a laptop. There are many laptops that are way more powerful than most desktops. If the issue is your laptop it is simply because of the way it is set up. The published requirements are very low and misleading. They are what is required to make a project work but with no mention as to how well. Think how well a small truck would work with the engine out of your car. It would move but show it a hill and it would crawl. Virtually any modern Windows laptop will do but low ram will impact. If you have at least 8mb, that should suffice. Even with less, I don't think what you are seeing would be the outcome, I would expect it to simply fail to complete.

What I would be doing now is get IT to do the following.

1. Uninstall RoboHelp and reboot the machine.
2. Log in and install RoboHelp again and apply both updates.
3. Get them to open RoboHelp once and close it.
4. Disconnect the machines from the network.

Then I would open RoboHelp and check the version shows update 2 has been applied. Just to be sure. Then I would generate the project.

Avoid OneDrive like the plague while this is going on. If IT insist that you must have some synchronisation, explain that others have had issues with RoboHelp and OneDrive. I have used Google Drive successfully but it is vital you ensure the taskbar shows synchronisation is complete. You cannot use any cloud solution to have two people are working on the same project at the same time. For that you need source control.

Hi,

How does one get in touch with the RoboHelp Support team? Till this monday, everything was working fine. We would still get a couple of files with 0kb, but a simple restart would alleviate the problem. However, for the last 2 days we have been seeing a lot of instances with 0kb. No matter, what we do? the problem hasnt gone away. We have restarted a number of times, delete the .cpd file, even turn off sync to OneDrive, create an output folder in C drive like Jeff suggested. I dont think the problem is with even the version that we use -13.0.0.257 of RoboHelp 2017 since the files work fine on desktop.This version has been used for more than 4 years now. In earlier thread, i mentioned by mistake 2 different versions, but i want to clarify, the team uses the same version 13.0.0.257. 

I am having to think that it must be some desktop vs laptop issue. Is it possible that because desktop CPUs are more robust than laptop's, that is why we didnt face any issue with Adobe software like RoboHelp and Captivate? What is the hardware specs that are required in a laptop to run Adobe software? Does anybody know?

Thanks Peter and Jeff for your help. Will revert with good news! 🙂
Funny thing is, a simple restart of the machine alleviates the problem to a certain extent. We now dont need to generate more than twice to have all the files appear correctly and with content.

AFAIK it's easy to stop the OneDrive connection  - just have your project up and running on your machine & disconect yourself from the Internet - can't synch without it.

You say that you have not needed to apply the updates but I see you have on one machine. It's always preferable to have all machines on the same version.

You thought the issue was OneDrive, I've had problems with it, another forum use has found it caused problems. I don't think you have much option but to get IT involved to test the theory.

Maybe RoboHelp Support can advise based on other users who have gone to them.

The version currently in use is 13.0.2.334 and 13.0.0.257of RoboHelp 2017. I am afraid we have never needed to apply any of the patch updates since such issues were never faced when working on the files using desktops. 

At first, we thought the same that the issue had to do with OneDrive. I created a new help file on my laptop and generated it a couple of times. I encountered the same problems. Mind you, I wasnt connected to OneDrive while working on RoboHelp. Even Jeff's suggestion asking us to disconnect temporarily is not possible for few of the laptops as they come configured with OneDrive sync turned on at all times.

As a quick test, create a c:\output\ folder & generate into that (I'm pretty sure OneDrive only synchs with folders you've told it to - if that's not the case, you'll have to turn off the connection temporarily).

Your version is easy to check, go to Help > About.

However I am thinking the One Drive is your issue. I have had problems with it in the past with RoboHelp projects and see this recent thread. https://community.adobe.com/t5/robohelp/my-entire-rh-2019-project-was-lost-anyway-to-recover-source-project-files-from-output-on-rh-server/m-p/10899353?page=1#M128537

Thanks Peter for your response. Here are my responses:

1. Yes, it was installed onto our laptops with admin rights.

2.I am not sure about this since the software installation team handles it. We raise the relevant software version request with them and they install it on our machines.

3 & 4. It is either saved on the default Desktop or Documents folder and generated to the same location. However, every file and folder is also automatically synced with OneDrive.

The issue is with how RoboHelp was set up when you moved to the laptops.

1. Was it installed on them with admin rights?
2. Have you applied the updates?
3. Is the project on your local drive?
4. Are you generating to the same drive?