I get error message when attempting to install Adobe RoboHelp 2019 regarding unsupported Browser

[Ashwati]

After upgrading to a newer laptop, I need to install AdobeRobohelp 2019 on it again. I downloaded the installer and ran the setup with Admin access. However, the moment I run the setup, I get a message stating that your browser or OS is  no longer supported and that I need to install the latest updates.

I have a 64-bit Windows 10 machine laptop with the Operating System  and apps regularly updated as manadated for the company I work for.  I can't understand why I keep getting this error. I even downloaded and merged the registry settings "Fix-UpdateRequiredError.reg" as recommended by the Adobe Help center. Still, the updated registry settings didn't help. I also installed Internet Explorer 11 to ensure thatI have the latest browser as recommended by Adobe. 

Can someone please help me out on how to get Adobe RoboHelp installed on my machine? I have attached screenshot of the error message. 

Thanks in advance. 

[kglad]

<moved from download&install>

[Peter Grainge]

@kglad I have responded with what I think will resolve the issue but I'm not clear why the post was moved as it is a download and install issue.

[kglad]

because (imo) she's more likely to get help here.  but i'll move it back if anyone thinks that's incorrect.

[Peter Grainge]

No leave it now. My understanding was the Download and Install forum did get some Adobe support so logically it was where it should be. Let's see what @Ashwati comes back with and if no joy I think Support may be better.

See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for Adobe Support options. The email link tcssup@adobe.com is recommended as it reaches a team dedicated to Technical Communication Suite products including RoboHelp. 

[Ashwati]

Fyi...this is an Indian name and its a 'she'..not a 'he'.  

Just clarifying, nothing else. 

[kglad]

noted and corrected.  thank you.  (more info is always good.)

[Peter Grainge]

Use a different browser. IE11 is the latest IE but it is a dated browser. Use Edge, Chrome or Firefox and I think you will find it will install OK.

[Ashwati]

Hi Mr. Peter, 

I have Google Chrome as default browser and Microsoft Edge installed too. But everytime I attermpt to install, the Adobe RoboHelp installer automatically opens Internet Explorer. 

Will uninstalling internet Explorer solve the problem?

[kglad]

read the link provided by @Jeff_Coatsworth .  did you check that tls 1.2 is enabled in ie 11?

if so, did you check the other solutions provided by @Jeff_Coatsworth's link?

[Ashwati]

Hi, 

I checked out Jeff's link and it solved my problem 

Thank you all for your support. It really helped. 

Regards,

Aswati 

[kglad]

and i thank both @Peter Grainge and @Jeff_Coatsworth.  

(but i'm really tempted to say i told you so, because we rarely deal with 

• Adobe Captivate  (2019 release)  and Adobe Captivate (2017 release)
• Adobe Presenter Video Express 12
• Adobe Presenter 11.1
• Adobe Framemaker
• Adobe RoboHelp

in the d&l forum.)

and now that i have that link, i can help those problems on d&l.

[Peter Grainge]

I guess those apps usually install better. ☺️

As I said, I thought there was staff support as well as others for all products. Is that not the case?

[kglad]

no, it's just the answer is different, but only a little.  the first cc remedy is to enable tls 1.2.  then it's:

first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, again using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to download the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

[Jeff_Coatsworth · Accepted solution]

It's happening because of the Adobe deprecation of IE10 on their activation servers - see this article for workarounds - https://helpx.adobe.com/tech-comm-suite/kb/deprecated-internet-explorer-10-with-ims.html

[Ashwati · Accepted solution]

Hi Mr. Jeff

I followed the instructions given the Help link that you provided as follows: 

1. I downloaded the AASIapp.exe file from the link  http://prdl-download.adobe.com/Framemaker/428037A8066D4558A7EF7D7D06CB5B72/1600836995996/AASIapp.exe.

2. Then I navigated to the following folder of the Adobe RoboHelp 2019 installer:

Installer folder > packages > AAM>P7. 

3. I copied the P7.pima file from this folder to my desktop.

4. I renamed P7.pima to P7.zip and extracted the zip file.

5. I replaced the AASIapp.exe in this extracted folder with the exe file downloaded in Step 1.

6. I then copy-pasted this P7 to following location: 

    C:\Program Files (x86)\Common Files\Adobe\OOBE\PDApp.

7.  I then ran the installer. It's installing smoothly now. 

My issue is solved. Thank you so much. 

[Mansi262581479t4b]

Hi, I tried these same steps but no luck, Still getting error

Can you pls suggest.

[kglad]

make sure your default browser supports tls 1.2

[Jeff_Coatsworth]

@Mansi262581479t4b - if the helpx article didn't work for installing RH, then reach out to the RH follks - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

[Peter Grainge]

I don't know but uninstalling IE can be a problem. See if @Jeff_Coatsworth link helps. If not, then I think you should contact Support.

[Ashwati]

Hi Peter, 

The solution provded by Jeff has solved my issue. Thank you for being so supportive. This is my first foray at the Adobe Community and I am grateful to the support from you guys. 

Regards,

Aswati Nath