Robohelp 2019 Classic crashes on launch

[Joe@Majiq]

Robohelp 2019 Classic has started crashing on launch. It worked a couple of months ago, but now it briefly shows the Recent Projects panel and then crashes. It also crashes if I pick a project from the start menu.

Any thoughts on what I can do? Thanks!

[Peter Grainge]

Is it crashing on opening just the app or only when you try to open a project?

If you use Explorer and double click the XPJ file of a number of projects, does it crash that way. In particular, try one of the sample projects in Documents > My RoboHelp Projects.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[Jeff_Coatsworth]

Are you totally patched up in there? IIRC RH2019 was up to Patch 14 (I think).

[Joe@Majiq]

I'm not sure. I can't open the app to check. Looking a tthe .exe, it says Product Version: 2019.0.14.49; Date modified: 6/17/2020.

[Joe@Majiq]

But I can't tell if that's the Classic version or not.

[Joe@Majiq]

It crashes when I open the app from the Start menu and when I open a project from the Start menu.

For some reason I don't have the 2019 sample projects, so I can't test that.

[Jeff_Coatsworth]

Your sample projects should be in the My Documents > My Robohelp Projects folder, but if they aren't, then you can copy them there from your C:\Program Files\ location (don't try to launch them there - Windows gets unhappy with that).
You mention that this has just started happening - was there some new security added to your network that you need to add RH to their allowlist?

[Joe@Majiq]

So, I copied the sample project from: C:\Program Files\Adobe\Adobe RoboHelp 2019\resources\data\sample\projects\en_us\Blank Project

To: C:\Users\ledgejoe\Documents\My RoboHelp Projects\Adobe RoboHelp Classic 2019\Samples

But when I double-click on the project file, it doesn't open in the Classic version, and I can't see a way to specify the Classic version.

I don't know if any new security was added. Robohelp 2020 (modern) still works just fine.

[Joe@Majiq]

I found the file location for RoboHelp 2019 Classic, and dragged and dropped the sample project onto it. It tried to open, but quickly crashed.

[Peter Grainge]

In your Start menu there are two options, RoboHelp 2019 and RoboHelp 2019 Classic. Which one are you using?

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[Joe@Majiq]

RoboHelp 2019 Classic

[Peter Grainge]

It is in your Start Menu. See my previous reply.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[Joe@Majiq]

Robohelp Classic 2019.

[Jeff_Coatsworth]

Does it make a difference if you just try to launch the program (not load any projects) running as an Admin?

[Joe@Majiq]

Nope.

[Peter Grainge]

One last thing. In explorer delete the CPD file in that project if there is one. Not sure as the installed version may not have that to start with.

Beyond that I would suspect a corrupt installation. It's easy enough to uninstall, reboot and reinstall. It might set 2019 New UI as the default in preference to the 2020 version you have. I think that would involve uninstalling, rebooting and reinstalling 2020 as well if that happens.

This does not affect your projects.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[Joe@Majiq]

I deleted the CPD file. It didn't help.

As for uninstalling/reinstalling, where can I find the 2019 Classic installer? I can't find it on the Download RoboHelp page.

[Peter Grainge]

I assumed you or IT would have saved that. If not you will have to go to Support. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. The email link tcssup@adobe.com is recommended as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[Peter Grainge]

You will not need your 2019 key as your 2020 licence will let you run earlier versions. 

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

[Peter Grainge]

If you cannot find the installer, go to Support before you uninstall. They may be able to fix the problem. 

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.