Error upon generating output (RH 2020.7.46)

[martinl83372021]

Hi, Everyone.

In RH 2020.7.46, I'm getting the restart error upon generating output. (See screenshot below). After several hours of testing, I've confirmed a two-fold pattern:

1.  When generating frameless output, I get the "Application Error... Restart RH." NOTE:  the output generates just fine underneath the error message. It will also publish to SharePoint just fine. From then on, every time I  generate output, I get the same error, while the output generates & publishes just fine.
2.  In my backup projects, I get the same result, with one difference. When I open the backup the first time, I must unzip its compressed folder. That very first time I generate output from the backup, the process hangs on "Starting generation." I'm forced to exit or restart RH. The next time I generate output, that's when I get the "Application Error... Restart RH." And every subsequent time I generate, I get that error.

This pattern has held true for 3 different projects: my Current Project + Backup #1 + Backup #2.

Anyone have ideas for what to do next?

Thank you!

EDIT:   PS:  the pattern also holds if I create a new frameless output preset and re-create the settings of my existing output preset.

[Peter Grainge]

I was working on a project with Adobe via a screenshare and I did as you did and ignored the warning, making the point the output seemed fine. I was told I should not do that as whilst it might only be a minor issue, I should not rely on the output being squeaky clean.

The only difference between your main project and your backups is your main project gives the restart warning everytime whereas the backups first fail to generate and then hit the same issue as your main project, correct? Also you are unzipping before generating, correct?

I'm thinking this started some time ago and rather than investigate it then, you decided that as the output seemed fine, you have chosen to ignore it until now. That would mean you backups have the same fundamental issue. The first thing I would do is go to a backup from way back, unzip that and see what happens. That said, at best it is going to confirm my theory that the problem creapt in at some point but it will not fix it. At least though it is a first step.

What to do now? Generate again and I am hoping there will then be an option in the preset context menu to view the  log. What it tells you may help or it might be unintelligable to anyone outside Adobe. That being the case you will need to go to 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. 

The other thing to try as always in cases like this is to try generating the About RoboHelp sample project. If that is OK it will confirm the issue is definitely in your project. 

________________________________________________________

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

[martinl83372021]

Thanks, Peter. That all makes sense. 

I've done the trouble shooting you've recommended. Some interesting results:

1. Generate output from a much older backup. Generated output from a freshly unzipped backup, "Unzipped backup 210830";  Result:  generates just fine; output shows no formatting issues
2.  Generate output from a sample project. Generated frameless output from "Compass Travel 220613." Made one change to output preset -- created an Output path. Saved. Output Result:  fails/hangs, never got past "Starting generation." Restarted RH via Help > Restart. 
3.  Repeat Step 2.  Result:  Application Error.   That's the pattern we've been seeing:  the 1st generation attempt "hangs" on "Starting generation." The 2nd attempt throws the Application Error.  Restarted RH via Help > Restart.
4.  Repeat Step 1, above.  Result:  Application Error. Viewed the log:  only one thing was highlighted (see Screenshot-1).
5.  View log of most recent backup (freshly unzipped). First generation hangs. Restart RH via Help > Restart. Second generation result:  Application Error.  View log:  two items highlighted in log (see Screenshot-2 and Screenshot-3). 

Thank you.

SCREENSHOT-1 

SCREENSHOT-2

SCREENSHOT-3

[Peter Grainge]

Please try with About RoboHelp. Compass Travel has some more complex stuff in it. Keep it simple.

The fact that your older backup has no issues suggests something went wrong. Troubleshooting what will now be more difficult because of changes made since. 

I would be very tempted to first of all uninstall RoboHelp, reboot and reinstall.

________________________________________________________

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

[martinl83372021]

Thanks so much, Peter. I've now done the trouble shooting with the "About RoboHelp" sample project. Result:  same pattern. Generation hangs on the first generation. I'm forced to restart RH via Help > Restart. Then Application Error on the second generation.

What does that tell us?

One question for you:  did you see in my previous report that, while it's true the very old backup did not have issues THE FIRST TIME generating output, it DID have issues THE SECOND TIME? (That was "Step 4: Repeat Step 1" in my report.)

Does that change your view of what's happening?

I will now uninstall RoboHelp, reboot and reinstall. (This will take some time -- gotta get IT involved.)

Thank you!

[Amebr]

Where are you generating to? I'm wondering if it's to a network location and there's some hiccup which is locking files or not copying things across correctly? (it might explain why your test worked the first time but not the second, if a file has been locked during the first generation and then fails for the second.) Note that your "Documents" and "Desktop" folders may be network locations depending on corporate setup, and cloud drives like OneDrive etc, I lump in the same basket for troubleshooting purposes. 🙂

[Amebr]

Another thought is an aggressive antivirus, which detects a "problem" during the first generation and then quarantines the "problem" files for the second attempt?

[martinl83372021]

Thank you, Amber. I'm 95% sure that I'm generating to my C-drive. The 5% uncertainty is just that I didn't know the "Documents" folder can be network locations. I'll verify with IT.

Re. an aggressive anti-virus:  I've just looked through the logs of Symantec Endpoint Protection. Nothing stands out as being quarantined.

Would you all say it's time to consult with Adobe TCS?

Thank you!

[Peter Grainge · Accepted solution]

I'm not @Amebr, her dresses don't fit. 🙂

It certainly seems worth starting the process of getting Support involved. 

________________________________________________________

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

[martinl83372021]

Lol, sounds good. I'll report back any progress.

Thank you, all!