Control search for AIR exe update on starting AIRHelp?

[Jack DeLand]

I have a major problem with a very large customer.  When my AIRHelp is launched, they get a network login message, probably because the AIR exe is looking to the internet for an update. This is not good. Many customers restrict access to the net, and fully 20% are encountering this problem. Once this "hangup" occurs, they will never trust the Help system again.

Is there any way to be able to launch AIRHelp without the AIR exe kicking off this internet search?  I will be forced to go back to CHM files if we can't fix this.

[Peter Grainge]

Have you deselected the Auto Update option prior to generating the exe?

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@petergrainge

[Jack DeLand]

Yes, that is correct; I have never enabled it.

[Peter Grainge]

The affected customers are installing the help on the user's PC with no trouble but when the user opens the help, they are the ones who get this network login, correct?

You've not included the auto-update but what about RSS feeds, commenting and suchlike?

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[Jack DeLand]

Correct.

I have never enabled commenting and RSS feeds, etc. for customers.

[Peter Grainge]

Would your customer be willing to do some testing? I'm thinking that you create a single topic project and generate pretty much with default settings. See if that does the same.

My gut feel is this has to be project or environment related as no-one has reported this. If the problem persists, you can then try the same simple project in other environments and hopefully track the cause.

Post back here if they will not test or when you have some results.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge