Robohelp 2019 hangs on the splash screen

[CorinneAHK]

Hello, I am having a problem with Robohelp 19 where it is hanging on the splash screen. it shows 'initializing' then nothing else happens. Robohelp doesn't open no matter how long I leave it. 

I have been using it with no issues for about 3 months and this has just started about 10 days ago.

I have unistalled and reinstalled a number of times. I have run the creative cloud cleaner before a reinstall and nothing has helped. 

Has anyone else encountered this problem before?

[Jeff_Coatsworth]

Nope - did you install with admin rights? Have you tried launching it as admin? Do you have an internet connection - it could be trying to do it's "phone home" thing...

[CorinneAHK]

Thank you for replying. Yes I have installed it with admin rights and launched it as admin too. I also have a internet connection.

[Jeff_Coatsworth]

Since it just started misbehaving recently, what's changed in your environment? Did your IT introduce some aggressive anti-virus screener or something?

[CorinneAHK]

I don't think much has changed, I have installed a few things like softphone software and a printer but that is all. The anti-virus hasn't changed either.

[Peter Grainge]

We are talking about 2019 New UI, correct?

Try opening one of the sample project a different way. Locate RoboHelp Reimagined in My RoboHelp Projects in My Documents. Double click the rhpj file and see if that works.

[CorinneAHK]

Yes it is the 2019 New UI.

I have managed to solve the problem (with the help of Adobe technical support), it turns out something in my user profile was corrupt so creating a new user profile has solved my problem.

Thanks for the suggestions everyone.

[Peter Grainge]

Glad it is sorted and thanks for posting the answer that worked.

Did they have you try another project from File Explorer as I suggested or deleting the .rh folder first? Sometimes that fixes things without the need to resort to a new profile.

[Memine]

i have the same issue, robohelp stuck after initializing

new profile does not fix it.

i am able to start it as admin or with another user. 

but not with my actual profile.

any idea ?

[Peter Grainge]

If you click on the taskbar icon, does that then unfreeze it? Also do you have all updates applied?

If that does not help, then I think you need to take this up with 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. 

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