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gsmichaels
Known Participant
June 10, 2011
Question

Can WE 7 failure cause RH9 corruption/crashing?

  • June 10, 2011
  • 1 reply
  • 1217 views

Moved a complex child/master proj. from RH8 to RH9. Created new, single proj. to hold all child/master topics. During process, Windows Explorer  (WE) closed itself repeatedly.  Just as proj. was completed, all broken links removed, proj. crashed. Adobe Support had me delete project .xpj and .cpd  files. Opened hhp file > regenerated project.  

More crashes. Adobe support had me create new proj and import files. Successfully stabilized and finalized new Javelina Help in single RH project. Still experiencing WE auto-closures and RH crashes. Corrected prior failure to enable Clear Proj Cashe check box in Tools > Options >General tab. Following crashes, Proj Master > HTML Files folder is empty; TOC empty. All topics listed as broken links and appear in WE7 view. Adobe support had me remove xpj and cpd. Recovered topics. Still, Project Manager and TOC topics organization lost within folders. This proj size is 56 MB with 2328 files/203 folders.

Moved to new proj entirely (Claims Pricing). Continual WE auto-closures. Import several topics to new proj, two w/ dup file names. Delete one of the dup. files from Proj. Manager. Project crashed. Reopened proj. It crashed again in less than 30 minutes. This proj size is 5.31 MB with 110 files/8 folders.

IT assures me that all system min. requirements have been met. Projects contain virtually no image files.

IT is at a loss to explain WE auto-closures and RH9 crash events or continuing proj. corruption. Per IT:

We rebuild built Glenns old machine, several times, with various OS versions. We’ve replaced Glenns machine with new hardware and rebuilt that as well. We are pretty stumped.

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    1 reply

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    June 10, 2011

    There is a thread somewhere on these forums that I think covers this. I am trying to find it.

    Do you also have RoboSource Control installed?

    See www.grainge.org for RoboHelp and Authoring tips

    @petergrainge

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    G
    gsmichaelsAuthor
    Known Participant
    June 10, 2011

    I am not currently using robosource. It is not installed at this time.

    Sent from my Verizon Wireless BlackBerry

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    June 11, 2011

    The responsible IT guy checked and responded as follows:

    None of these files exist on your machine, I believe these are directly related to RoboSource Control, not Robo Help.

    I followed up by requesting that he review the solution that involved disabling all non-MicroSoft Services in the Sys Config > Services tab. His response was: 

    " Our systems are pretty straight forward and don’t really contain services we don’t require.  Sounds to me, that if this truly is an issue w/ RH9 & Win7, that we should get Adobe support involved."

    What he didn't know was that I was in touch w/ Adobe Support last week and got nowhere. 

    "I am consulting this case but there is no way that the project corrupt

    Without making any changes because it’s really hard to figure out

    Why it is corrupting the project again and again and this only happened

    With this project. I suggest you to work on this project and take a backup

    Once you finish your work and if you will face the same issue please let us know."

    To which I responded thus (and never heard anything more):

    Please note that I generated and published the project’s contents successfully at 11:39 AM on 5/27/11.

    Four minutes later I zipped the project up.

    When I came back to the office yesterday (5/31/11), both the original project and the zipped version of that project exhibited the issues that prompted me to call you. All Project Manager HTML files were missing and all listed TOC topics appeared to be disconnected/missing, as well.

    Is it possible that the very process of generating and or publishing the project created the issue I am concerned about? Could the process of zipping the file have created the issue?


    None of these files exist on your machine, I believe these are directly related to RoboSource Control, not Robo Help.

    I realised those DLLs would not be on your machine but my thinking was that in your environment there might be something similar that IT could investigate.

    " Our systems are pretty straight forward and don’t really contain services we don’t require.  Sounds to me, that if this truly is an issue w/ RH9 & Win7, that we should get Adobe support involved."

    I am not saying they are services that are not required, simply that you disable them to see if that changes things. If that makes a difference, then it will be possible to investigate why.

    All Project Manager HTML files were missing and all listed TOC topics appeared to be disconnected/missing, as well.
    Is it possible that the very process of generating and or publishing the project created the issue I am concerned about? Could the process of zipping the file have created the issue?

    Losing files like that was an issue with RoboHelp 8 and a critical patch was issued. I have not seen any further reports of that since, other than people who had not applied the patch. You went straight from 7 to 9 so it would not affect you. I have never seen zipping cause problems except where people have tried to work on the project within the zip or just dragged the files out rather than use Extract.

    ****************************************

    1. Please open one of the sample projects and work on that for a little while doing whatever would invoke this problem. Click Open on the RoboHelp Starter page and then click Samples in the ribbon on the left.
    2. Please confirm the project is on your hard disk. Hopefully Adobe already checked that but need to be sure.
    3. Can you install RoboHelp 9 on another machine to confirm you get the same behaviour there? The trial version will be fine.
    4. Please also confirm you have service release 901 installed, although I don't think there is anything in that related to this.

    See www.grainge.org for RoboHelp and Authoring tips

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