Incomplete Data on RH 9 Server Reports

[Guest]

We have recently purchased RH 9 (upgrade from RH x 5) and also RH 9 Web Server, which we have never used before.  In pulling RH 9 server reports, like the "Search Terms with No Results,"  we do not see all the terms we entered.  For example, if we entered "apple" and "grapes" in our online project and then go to the server report, it only has "apple" although neither term returned any results.

We noticed that the server reports is capturing terms entered on one of the search fields (WebPro out-put  - one search field in the "Search" tab; another on the top right of the window).  It picks up data in the Search tab, but not the Search field located on the top-right of the window.

Any ideas on what can be causing this?   Adobe's Help on the server is limited - if you know of any other guides to understand how the server reports capture data, please let me know.  We need to be able to run tests to confirm that each of the server reports are accurate before we begin to use it in our production enviroment.

Thank you,

Eva

[RoboColum_n_]

Hi Eva.

I've not come across this problem but then I always suppress that additional search bar from the output. I'll check with Adobe that this is not a "feature" and get back to you.

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The RoboColum(n)

@robocolumn

Colum McAndrew

[johndaigle]

Hi, Eva.

I'm running out the office and will try to answer more later. Meanwhile, building on what Colum has mentioned, here are a couple of things you will want to check off:

1. Make WebHelp Pro your Primary Layout

2. Go to Project Set-up pod and create a new Window. Give it a name and then uncheck the item "Search Input Field in Toolbar" as shown in this screenshot.

Then, when you publish, choose your new window name from the dropdown that says, "Default Window"

As for the Search Terms with no Results Report, have you experimented with different Maximum Results, Date Ranges, etc. to see if the search term is being somehow filtered out?  Here's a screen of what I mean.

Let me know and we'll try to track this down.
Thanks

John Daigle
Adobe Certified RoboHelp and Captivate Instructor
Evergreen, Colorado
www.showmethedemo.com

[Guest]

Colum,

Thank you for checking.  Most our employees use the top-right Search field since it's static (always there versus the Search field you have to navigate to).  In any case, if it ends up being a "feature" I will submit a wish request to Adobe.

John,

Thank you as well - I appreciate the screen shots.  WebHelp Pro is the primary layout.

I followed the instructions in your step 2 but I do not notice any changes.  Should I only see one search field (the one of the Search tab & not the one in the right-top of the window)?

Eva

[RoboColum_n_]

That's the idea Eva. John's suggestion was to mimic what we provide here (i.e. only the Search tab). It could be that searches entered via the top right earch field are not included in the search results - rightly or wrongly!

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The RoboColum(n)

@robocolumn

Colum McAndrew

[RoboColum_n_]

Hi Eva.

I've had it confirmed that the reports SHOULD display the keywords entered in either place (i.e. the Search tab or the Toolbar). As to why this is not happening in your case, we'll have to dig deeper. Can you tell us what keywords are (and are not) appearing and also how the help is being viewed (e.g. from an application call, URL).

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The RoboColum(n)

@robocolumn

Colum McAndrew

[Guest]

Hi Column,

We determined that the RH 9 server did pick up data in either search field when we used a particular URL.  Here is how we arrived at the "right" URL:  Login to RH 9 Web Server site-->Projects-->(select desired project) -->Click on View Project (copy the URL that appears for the project).

The resulting URL is convoluted with symbols & numbers, but it works!

Thank you for looking in to this issue.  I appreciate it!

Eva