Printed Documentation Problems

[Guest]

We are in an extremely odd situation. I posted a few weeks ago about problems with Printed Documentation, the wizard automatically closes RH, not all topics appear, not all images appear, etc. We have tried all the remedies suggested on this forum to no avail. My teammate is the one having the problems. When I generate the Printed Doc from the same files, mine always comes out fine. There are only two of us who support hundreds of people and her RH and the Printed Doc feature are in dire need of some help. We think maybe with IT's lack of experience with this particular install (have always had problems with IT and their knowledge of RH), the cause may be somewhere within the installation. Does anyone know of a contact they can pass on to us so we can talk live to someone and hopefully find the problem? I appreciate any assistance you can provide. thanks!

[Peter Grainge]

What version of RoboHelp and are you using RH HTML or RoboHelp for Word?

[Guest]

Sorry about that. RH X5 - RoboHelp HTML

[Peter Grainge]

My first guess would be that IT have not given your colleague admin rights with her logon. Won't fly without them.

[Guest]

RH works fine for her with importing Word docs, generating WebHelp, etc. No problems there...just the Printed Documentation. The particular one we are working on is a very small project, so breaking it down wouldn't make sense especially if I can do it just fine on my PC and we both have the same RAM.

[Peter Grainge]

Who said anything about breaking it down?

[Guest]

I should have said that breaking the Print Documentation down into smaller segments, like a lot of the answers on this forum suggest, wouldn't make sense due to the fact that the particular project is so small.

The problems we are having are beyond going back and forth in a forum. I'm basically looking for a contact name/number that someone might be willing to share. If not, I'll have to go directly to Adobe.

[Peter Grainge]

Yes I knew what you meant. My point was that I have given you one of the most likely causes and you have just ignored the suggestion, covering something I didn't suggest.

There are some things we can look at before any phone call is needed.

[Guest]

I didn't mean to cause any confusion. Had I known that admin rights can affect a small portion (features) of a software application, I would directed my response more clearly. I will get with our IT to determine if there is a difference in admin rights between myself and my teammate.

[Peter Grainge]

It can and printed documentation is one of them.

Also check his / her Word security level. Must be medium or low. I don't think it is that in this case but might as well check it out.

[HKabaker]

Karen,
I agree with Peter's suggestion.

Also, I see this passage in your first post:
". . . When I generate the Printed Doc from the same files, mine always comes out fine. . . ."

By the "same" files, do you mean the project files are on a shared drive? Or did you copy the entire project from one local drive to another?

Other really basic issues:

When you install a new version of Word you must uninstal/reinstall RH. Did your colleague get a Word upgrade recently?

Does your colleague's installation include the RH X5.02 update?

Harvey