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JHanson04
Participant
September 23, 2015
Question

Inconsistent display results for project -some see blank popup window, others having info missing from pop-up windows

  • September 23, 2015
  • 1 reply
  • 366 views

I'm not an experienced RoboHelp user.  I provide general I.T. services to a small company with 5 employees.  They exclusively produce documentation using RoboHelp.

I say this to explain that I don't have any experience with using RoboHelp or generating documentation.  I'm just trying to help my client find a solution.

They are currently having an issue where compiled RoboHelp documentation does not displaying properly in Internet Explorer (and gives different results on different workstations).

User number 1 & 2 are on RoboHelp 11 and Internet Explorer 9.  These two are still on IE9 because they still have some RoboHelp 9 projects they have not converted over yet.  User 3 is on RoboHelp 11 and Internet Explorer 11.

For Users 1 and 2, one of these two users would compile the project.  When viewing in Internet Explorer, the main window would display properly.  When they open a hyperlink in the project, the resulting pop-up window would display empty.  If User 3 with IE11 viewed the project in her IE11, the popup window would display blank as well.

If User 3 re-compiles the same project, Users 1 & 2 still see a blank pop-up window.  If User 3 with IE11 viewed the project in her IE11, the popup window would display a lot of the info, but part of the text would be missing.


If User 1 or 2 makes changes to a project and re-compiles it, they get the same results as the above mentioned project.

They did not have this problem before.  Windows Updates are turned off, so there should not have been any updates to IE9 or IE11 to cause this.

Any ideas?

This topic has been closed for replies.

1 reply

Jeff_Coatsworth
Community Expert
Jeff_CoatsworthCommunity Expert
Community Expert
September 23, 2015

All the RH11 users should be updated to get the latest fixes for browser security updates – see Willam’s site wvanweelden.eu for a list of all the patches.

J
JHanson04Author
Participant
September 23, 2015

I need some clarification.  Do you mean update the Internet Explorer security updates or update RoboHelp 11 itself.  The users are on 11.04.291, which is the latest patch.

William's site mentions that the last patches include previous hotfixes. There is a hotfix titled "WebHelp fix for Internet Explorer" which sounds like it may help with the issue, but it is from February 2014, before even Patch 11.01 was released.  I downloaded the files and looked at the dates - they are from 2014, where the present files of the same name installed on the system are from 2015.  As a result I did not change to these 2014 files since I assume this issue was fixed in subsequent patch releases.

Thoughts?

Jeff_Coatsworth
Community Expert
Jeff_CoatsworthCommunity Expert
Community Expert
September 23, 2015

RH11 was patched to deal with browser security tightening (not just IE). Try compiling one of the sample projects to see if they exhibit the same problems; if they don’t then the issue must be in the project. If they do, then it sounds like you’re missing a hotfix.

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