One user cannot view Search or Index results

[Kevin Elmore]

We are publishing in RoboHelp 9. The output is fine. Everyone else can view the output file.

But one person is having issues. He can view the Contents button just fine. If he clicks on Search and enters a search term, nothing comes up. Index is even worse. Not only does nothing come up when he enters a term, but the Index keywords does not automatically display for him when he clicks on the button. These behaviors are inconsistent with everyone else here.

My first thought was that maybe there is a permission issue, but he can access the help file. He can view the TOC. There is something preventing him from seeing the Index and Search results. Any ideas what could cause this?

Kevin

[Jeff_Coatsworth]

What browser are they using?

[Kevin Elmore]

Of course. I forgot to include that.

We use IE 8. I didn't see him using anything different, but I'll double-check with him. I don't believe he has any add-ons.

[Kevin Elmore]

I have confirmed that he is using IE 8. And he disabled any add-ons.

[Jeff_Coatsworth]

Has he enabled active content & JavaScript?

[Kevin Elmore]

Yes he has.

[Jeff_Coatsworth]

If he tries another browser, does it work for him?

[Kevin Elmore]

Unfortunately, due to our setup, there is not another browser he can test this on. I wish I could answer that question.

[Kevin Elmore]

Turns out I'm a liar. He tried downloading Firefox and succeeded. He can view it in Firefox just fine. So that narrows things down a bit.

I think I may just escalate this to IT and suggest reinstalling IE. He's the only person who is having this problem in our company.

[Jeff_Coatsworth]

That definitely pins it down to something specific about his install of IE8 then.

[Kevin Elmore]

Yes, I think you're right. Advising the employee to take this up with IT.

I'll leave this open for another day or so just in case someone has seen something similar and can share it with us. Otherwise, I'll close it.

Thanks for all your help.