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ROBOPM
ROBOPM
Inspiring
February 8, 2018
Question

"rhcl.exe has stopped working” (CMD) / "Failed to generate Printed Documentation" (Rh GUI)

  • February 8, 2018
  • 2 replies
  • 3956 views

Hello Rh Community (Hi Peter and Rick )

Any of you come across this "acute" issue (unable to determine the exact timing on what was done prior to having this issue) when attempting to generate Printed Documentation from RoboHelp?

Thank You,

~PM

OS: Win 7

Adobe Rh Version: Rh11

History: Rh11 on a separate machine (Win 7). I did have Rh 2017 installed (not anymore) on the same Rh11 PC just to upgrade one project for testing. Local Build (No source control involve in this case.

Issue: When running the documentation build script from the Command Line (CMD) and Rh attempts to build the two certain documents. The first time Rh compiler hits the “PayablesAdministratorGuide”, a message pad (popup) indicating that the “rhcl.exe has stopped working” (see Pic 1 below). This error reoccurs when it comes to PayablesImportExportGuide document. Note: The remaining printed documentation (e.g. User/Admin guides) for all projects generate with no issue.

If I use Rh11 GUI (Opening Rh project and generating printed docs), I can not generate ANY Printed documentation, 20 seconds through the generation process I get an error "Failed to generate Printed Documentation (XXXXX)." (See Pic 2).

Notes:

  • This happens for any project. This even happens when I print the EmployeeCare2.
  • I am able to generate CHMs with no issue.

Attempts to resolve issue: I also Re-installed Rh11, as well as its Update. No change.

In a Nutshell: Using the command prompt works but crashes on two documents, and using Rh GUI, nothing works.

This topic has been closed for replies.

2 replies

ROBOPM
ROBOPMAuthor
Inspiring
February 16, 2018

RESOLUTION for the "rhcl.exe has stopped working"

ISSUE: The problem occurred (onset not known) in ONE project and ONLY for certain layouts/Printed Documentations (SSLs).

RH Output View: The error occurred after (ref. Rh Output View): “Updating list paragraphs... Saving 'PayablesAdministratorsGuide.doc...”


NOTE: All other SSLs in this project and in other projects, had no issues as indicated above.

RESOLUTION for the two outputs:

  • Editing the Generate Word DOC selection.
    • Using the drop-down list and changing the selection from .doc to “.docx”

IMPORTANT: This issue was specific to two outputs out of many and in a specific environment. Though, I was able to replicate this specific situation in a Win10, Rh2017 environment, the “.DOC” works (except for two output ssls) in the same Win7 environment and in other environments (Win10).

Credit: Kudos goes out to Peter for his knowledge, patience, persistence, and humor. ~PMR

Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
February 17, 2018

This has been on of the most puzzling problems that I have ever dealt with on the forums from the point of view of the logic of the solution and what worked where during the troubleshooting. Nothing including the solution makes sense.

PROBLEM

Paul has a legacy RoboHelp 11 project but during the troubleshooting a copy was upgraded to RoboHelp 2017 and the problem persisted.  In short, for Paul, five of the seven print outputs work just fine while two will crash RoboHelp after they start generating. What could be the cause?

THE LAYOUTS

At first that seemed quite likely as on my machine they all crashed on my machine as soon as I opened any one of  them. Rebutting that is the fact that five of them do work for Paul.

I then created a new layout  not using Paul's template and that generated the layouts Paul was having trouble with. That seemed like an early fix except that when I sent that project back to Paul, the working layout crashed RoboHelp on his machine.

Next I found that if I removed the macro that was in Paul's template, I could use that template. Again though, when Paul did the same, it crashed on generation.

There was nothing we could do with the layouts that would work on Paul's machines.

THE COMPUTERS

Paul's two machines are very different but if they were the underlying cause, either all print outputs would work or all would fail. Remember, the issue is only with two out of seven outputs.

THE ENVIRONMENT

Same argument. All outputs would fail if that were the problem.

THE TOPICS

Could it be something in a topic that was only in the failing outputs? Ruled out by the fact that the same topics were working just fine using my new outputs on my machine. Again, sending that project back to Paul would result in a fail.

WORD VERSION

All outputs would fail if that were the problem.

FINAL SOLUTION

Paul found that if he changed the document type from DOC to DOCX the two failing outputs worked. So could it be something in the topics that required DOCX. No, as DOC worked just fine on my machine.

CAUSE

Unless anyone has a better idea, I believe the elves were at play.

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

@petergrainge

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ROBOPM
ROBOPMAuthor
Inspiring
February 8, 2018

Reviewed the CMD window print out:

ERROR! The source file X:\doc_4x\html\apps\projects\ap\output\McKesson\adminguid

es\PayablesAdministratorsGuide does not exist. Can't create a PDF

My Path:

X:\doc_4x\html\apps\projects\ap\output\McKesson\adminguides

Note: I have FULL Permissions to this drive/directory. I do see

A
Community Expert
AmebrCommunity Expert
Community Expert
February 9, 2018

Have you installed all RH updates or only 1? I think there should be 4.

Can you generate to a local folder such as c:\output and see if that works?

Is your project on the network, as well as generating to a network? If so, can you try copying the project to your c drive and also generating locally?

It's also possible that uninstalling RH2017 broke some reference to Word that RH11 needs, but Peter or Rick might be able to comment on that.

Peter Grainge
Community Expert
Peter GraingeCommunity Expert
Community Expert
February 11, 2018

*(Rh Application - Internal Print Error -  RESOLUTION)*

Hi Peter,

I was able to get my Rh11 app to work, no longer internal print error; I can generate my projects now.

Recall, I loaded Rh2017 on my Win7 PC (which has Rh11 on it) to test upgrading Rh11 project (CT project), and then I uninstalled Rh2017 (TCS), and installed Rh2017 on my new Win10 PC. Well, when I installed the TCS 2017 on the Win7 PC, I also installed "Adobe Acrobat DC".

I thought about reverse engineering if you will, and reinstalled Acrobat DC on my Win7 PC. I opened Adobe DC and the program notified me that Adobe Addin in Word was NOT enable, do you want to enabled? I selected "Yes". NOTE: Lat week, I checked Word 2013 to see that Adobe Add-in was enabled (referring to another post on this topic and saw that Adobe Acrobat Add-in), must of been a Word bug...

*PROBLEM GENERATING McKesson ADMIN GUIDE (ONLY)*

As for the " “rhcl.exe has stopped working”, I am still receiving this on my Payables project (larger project) Rh 11 freezes when it gets to the section (ref. Output View log) "Saving 'PayablesAdministratorsGuide.doc". It doesn't reaching the ending steps:

Updating Table of Contents...

Saving 'PayablesUsersGuide.doc'...

Completed building Printed Documentation...

Preparing output directory...

Cleaning up temporary files...

Finished Printed Documentation generation in 8 minutes 46 seconds.

Building Printed Documentation complete.

NOTES:

  • This happens generating the "McKessonPayables Admin Guide" SSL.
  • This does NOT happen generating the "McKessonPayables Users Guide" SSL.
  • Flexi Payables Admin/Users Guide are fine.

Thank you again for your assistance.

~PM

BTW - this may be off topic, but what does it mean when files selected in a Printed Documentation Section Layout are grayed out?


I have seen a CSS prevent generation of printed documentation but I don't think that is the issue here. As above, each of your layouts crashed RoboHelp.and the first document I created with the layout I added used the CSS in the topics. Also when I mapped to your template, that too failed. I believe a lot of the trouble was down to something in your project. That said, you have tried the same thing and it is failing. I'll come back to that.

You are now referring to TCS and I suspect that when you uninstalled that, it left parts of the full Acrobat behind. I thought you only had RoboHelp rather than the full TCS.You have now added Adobe DC to your Windows 7 machine. Is that the version that came with RoboHelp 11?

Quite honestly with all that has been done to your local machine I would no longer trust the installation. I will send you the project where my layout is working. Let's see if it works on your machine. I'm inclined to say you should try something like RevoUninstaller to remove all the TCS or standalone RoboHelp versions you have, then install just RoboHelp and use it's build in Acrobat. Only do that with your IT department's approval.

Greyed out topics will be ones you have included in the layout but have also excluded with your build expression.

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

@petergrainge

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