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Project does not open after updating RoboHelp 2019 to current updated version

Forum|Forum|6 years ago
July 25, 2019
5 replies
2901 views

I just updated RoboHelp 2019 to the latest version (14.0.8) and now I cannot open any of the projects I was working on with a version of RoboHelp 2019 I installed in February 2019 and I had just been working on prior to doing the update.

When I open the project it shows a message that it is "updating files", and then it shows "reading files" but it never finishes. I've waited half an hour and it doesn't do anything. I clic dismiss and the project is not opened.

The PC is running Windows 10 Pro

New UI

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Correct answer surbhi_maheshwari9120543

Hi,

The issue is that there are some hyperlinks in project which are starting with slash (/). RH is failing to parse them while opening the project. Please remove these slash from href and project will start opening in RH. You can continue working on your project then.

For your project shared with us, I have fixed this and shared the project with you over email.

Hopefully you will be unblocked for now. We will fix this issue in Update 9.

Thanks and Regards,
Surbhi Maheshwari

Peter Grainge

Community Expert

@adrazkow

It's difficult to know what to suggest as in theory this is a fixed issue. In your case there must be something more to it.

Can you share the project? If you can, then see the Contact page on my site and send the project as instructed there. Do make sure you include a link to this thread and please do not email the project direct. I will take a look to see if I can spot anything.

If you cannot share it, then there are two options.

Try Adobe support. Either look up the phone number where you are or email techcomm@adobe.com.
Try rebuilding the project. See http://www.grainge.org/pages/authoring/opening/opening_projects.htm That will only work if it is something other than the forward slash issue.

www.grainge.org

Help others by clicking Correct Answer if the question is answered. Found the answer elsewhere? Share it here. "Upvote" is for useful posts.

surbhi_maheshwari9120543

Community Manager

Hi,

You said that "I was working on with a version of RoboHelp 2019 I installed in February 2019 and I had just been working on prior to doing the update." Which version of RH 2019 update you were using then?

Also can you please share the log file which is kept at ..\AppData\Local\Temp\RHTMP" folder. If you are upgrading form RH classic versions the log file name will have upgrade in it. A log file is created whenever RH is launched. Please try to open/upgrade the project and close RH once you are done. Please share the log file with us at sumahesh@adobe.com

Thanks for your help.

Regards,

Surbhi Maheshwari

D

Dallibär

Participating Frequently

Hello,

here is the log file.

Thank you for your help.

Thomas

surbhi_maheshwari9120543

Correct answer

Community Manager

Hi,

The issue is that there are some hyperlinks in project which are starting with slash (/). RH is failing to parse them while opening the project. Please remove these slash from href and project will start opening in RH. You can continue working on your project then.

For your project shared with us, I have fixed this and shared the project with you over email.

Hopefully you will be unblocked for now. We will fix this issue in Update 9.

Thanks and Regards,
Surbhi Maheshwari

R

robertok62855808Author

Participant

I appreciate your help. I tried removing the rh folder, opened the project, and it still does not work. It stays reading files.

Peter Grainge

Community Expert

It's early days with Update 8 but I'm not having this problem and not seeing anyone else with it yet. Thus we have to figure out what else to look at in your environment.

Any source control involved?

Where are the projects stored?

Do you have any backups that you could try? (Create copies of the backups before you try)

Post back if none of that helps.

See www.grainge.org for free RoboHelp and Authoring information.