Problems with Context Sensitive Help that previously worked

Forum|Forum|2 years ago
May 31, 2023
3 replies
262 views

I am having a problem with online help systems that worked with our applications, until recently, when our developers made some security changes to prevent unsafe inline directives. We no longer get the context-sensitive topic to display. The main topic (which is Overview) displays when help is called, no matter what page the user is on. I was using RoboHelp 2017, and was told to switch to RoboHelp 2020, Update 8. This would supposedly correct this.

So, I upgraded one of my help projects from 2017 to 2020, and now, nothing loads. I get a spinning "square wheel" in the left pane where the TOC should be, and nothing appears in the right pane.

I am at a loss as to what to do, I tried to set up a call with a RoboHelp support rep so my developer and I could talk to someone and show them what's happening. I called the 800 number, and was put on hold forever. I tried emailing 'support@adobe.com' as was suggested in the "on hold" recording, but apparently that email address doesn't exist.

Someone please help!!!

This topic has been closed for replies.

A

Amebr

Community Expert

Does the "spinning wheel" only happen when uploaded to the server or also when you run the help locally?

If it's only on the server, see if you can get your server admin to clear the server cache - there could be something cached from the old version that's conflicting with the new files. You could also confirm if the cache is causing a problem by publishing to a new folder on the server and opening the new URL in your browser - if the toc works from the new location that would indicate a cache problem - this would obiviously be a temporary troubleshooting step as you don't want to have your developers update the application to test.

If it also happens when you run the help from your C drive, that would suggest something went wrong with the upgrade, and I would try Jeff's suggestion of upgrading to the latest RH2022 version and try upgrading the RH2017 project again.

J

Joany299712874wmyAuthor

Participant

THANK YOU!!!!! I realize this is a user forum, but I was hitting nothing but dead ends trying to get help from Adobe. You have given me a couple of different avenues to try.

Thanks so much!

Jeff_Coatsworth

Community Expert

Have you had a look at Peter's site? It has a ton of resources for RH - see grainge.org

J

Joany299712874wmyAuthor

Participant

Yes, I have. And I couldn't really find anything that told me how to fix the issue. I'm waiting on my developer to look at his site to see if he can pick something out that I missed.

Jeff_Coatsworth

Community Expert

Ok, let's deal with a few things first - this is a user-to-user forum with very little staff hanging around. So if you need to contact the RH folks you need to see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd highly recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.
Second thing - the CSH issue is probably something to do with what changes your devs have made to call the help. See if you can find out how they are doing that now. That will give us some leads as to what's going sideways.
Third thing - now that you're on RH2020, you're running the subscription model which entitles you to go to the latest & greatest version - RH2022 patch 2 (as of May 2023). It's probably worth it to do a test conversion of both the old RH2017 Classic project and the upgraded RH2020 one with the newest version.

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