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Anonymous

Answered

Missing TOC books & topics in RH Server output -- is there a fix??

Forum|Forum|14 years ago
October 31, 2011
4 replies
4224 views

RH9, RH Server 9,WebHelp Pro

I've seen a post a few months old now reporting the problem of nested books and topics not showing up in WebHelp Pro RH9 Server output even though they display fine in the local output before and after publication.

Has there been a fix for this?

I have a large project, over 400 topics, and it seems to affect books that are nested at level 4 and below. I have a level 3 book with several level 4 books inside it. The published output shows only the first level 4 book, and its contents, but then it omits the remaining level 4 books in that group and jumps to the next level 3 book.

This is not a merged project.

When I run the TOC report, all content is shown correctly in the report.

RoboServer

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Correct answer

Adobe Support has now provided a fix for this bug which appears to resolve it. They will be putting the details on their support pages (not sure where).

A

Anonymous

Correct answer

Adobe Support has now provided a fix for this bug which appears to resolve it. They will be putting the details on their support pages (not sure where).

johndaigle

Legend

Hi, Mike.

This is great news, Mike. Could you could relate the gist of what they suggested? By chance is this related to an update to the fix posted here?

http://kb2.adobe.com/cps/904/cpsid_90498.html

Thanks

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

John DaigleAdobe Certified RoboHelp and Captivate InstructorNewport, Oregon

A

Anonymous

Hi John,

Not sure if it is the same. Support sent us a file named SearchUtils.class and it worked. Here are the instructions:

· Copy this file in the RHS Installed folder at WEB-INF\classes\adobe\robohelp\server\search folder location

· Restart the Server

Mike

A

Anonymous

Here's an update. Adobe tech support has been able to isolate the problem and have designated it Bug # 3052633.

Now that we have a name for it, there remains only the small problem of getting a fix for it....

A

Anonymous

Just updating this item. The problem afffects WebHelp Pro output regardless of whether that output is published to a server or not. The result in my local !SSL! folder is the same; i.e., some (not all) folders not appearing in the TOC when nested at level 3 and below. I have been advised that the RH engineering team is looking into this and will update this discussion further when I receive any news.

I have also determined that the same problem occurs in WebHelp Pro output when a single TOC is used in the project, or when multiple TOCs are used and merged. The results are the same either way.

The problem does not occur when the same content is generated as WebHelp (not Pro).

Mike

johndaigle

Legend

Hi, Mike

I'm on my way to LavaCon in Austin and so I've asked some folks at Adobe to take a look at this thread. Hopefully, we can find a solution.

Thanks for your patience.

John

John DaigleAdobe Certified RoboHelp and Captivate InstructorNewport, Oregon

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Anonymous

Good to hear, John. I'm wondering if the thread title should be changed to make it clear that it occurs in all WebHelp Pro output irrespective of server publication -- or if it's even possible to do that.

Thanks for letting me know about your interest in this.

A

Anonymous

Now we have found that our users’ searches return corrupted results when we have the RH9 server configured for server-side indexing; for example, terms that are clearly present in topics return no results on Search. When we disabled server-side indexing, and republished, the search results performed correctly.

As I reported here earlier, we continue to get a corrupted TOC when publishing WebHelp Pro to RH9 Server. Some books and topic nested at level 3 do not appear; sometimes there are visible gaps in the TOC and other times no gaps, just missing content. These errors do not appear in WebHelp output (as distinct from WebHelp Pro) nor do they appear in WebHelp Pro output on my local C: drive. They occur only when WebHelp Pro output is published to the RH9 Server. Last week I sent you a couple of screenshots showing the discrepancy.

I am beginning to wonder whether the WebHelp Pro/Robo Server 9 combination is sufficiently robust.

johndaigle

Legend

Hi. Sorry you're having glitches. While I research my notes from similar situations, I offer these things worth looking at:

1. This is a Knowlege Base article with a download that may help:

Books, topics missing from TOC | WebHelp Pro output | RoboHelp Server 8, 9

http://kb2.adobe.com/cps/904/cpsid_90498.html

2. Take a look at this thread (in particular, Message #10):
http://forums.adobe.com/message/3691553#3691553

I don't remember offhand but I think there may indeed be a limit of three "nested books" in a TOC, although I just experimented with this and I found it worked down to 6 or 7 nests.

3. I know in the past I have noticed that sometimes the culprit has been an oddball "illegal" character or space in a subfolder or filename. One client found that an exclamation point in a filename was a problem.

4. To be clear, remember that WebHelp (not Pro) has some very important differences from RoboHelp Server (Pro) output. Also, understand that when you view WebHelp Pro locally (i.e. View Results) you are not getting a fully accurate picture. Often, you must view the project from the RoboHelp Server to truly see the results.

5. With regard to Search. I have found in some cases that ticking the "Automatically Merge Projects of the Same Type" helps even though you only have one project!

6. I have found that a project that has been "renamed" can cause the server's configuration to be choke on the new name as it looks for the old one.

Let me know if any of this helps. If it does not, I'd suggest you zip up your Tomcat Log files and send them to me. I'll ask the Adobe folks if they could take a look.

You can find them here:

C:\Program Files (x86)\Apache Software Foundation\Tomcat 6.0\logs

Because they might be large, you might just send the most recent day's worth.

I realize this is a "dump" of so many possibilities but it's the weekend and I know you must be frustrated so I thought I'd pass along all ideas no matter how remote.

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

John DaigleAdobe Certified RoboHelp and Captivate InstructorNewport, Oregon

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Anonymous

Much appreciated, John. Will sift through these.

Regarding the nested TOC, it appears to be a combination of number or volume of topics plus the nesting that apparently hits some threshold before it goes haywire. I’ve often built deeply nested structures with no problems (though not using WebHelpPro for those projects).

Yes, I know about the difference between viewing local output and server output. For example, when viewing local output, the toolbar shows ALL buttons that are available in the skin definition, not just the ones selected in the default window, which are the only ones shown in server output (with the exception of the Search input box in the toolbar which I do NOT want and cannot turn off!).

You mention differences between the two WebHelp types – but from the user’s perspective, what are they really? My understanding is that the analytics are the main differentiator, and of course users aren’t exposed to that. Or are there other behavioural differences visible to users? Because I’m really thinking of backing out of WebHelp Pro for the short term and publishing plain old WebHelp.

Anyway, thanks again for the leads … hoping I hit paydirt soon!

Mike

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