Participant

Question

Robohelp 7 Will Not Install

Forum|Forum|18 years ago
February 6, 2008
28 replies
2970 views

When attempting to install a new out of the box Robohelp 7 program I recieve the following error message."The configuration data for this product is corrupt". I have attempted the associated fixes as listed on the web site with no apparent success.
Operating OS is Win XP Pro SP2, 1 Gig RAM,80Gig HD,80% free.
Has anyone seen this problem previously. Any help would be greatly appreciated.

HTML

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Peter Grainge

Community Expert

I don't think I helped much apart from maybe persuading you that I was convinced a full reformat would fix it.

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Peter Grainge

Community Expert

You probably weren't asked because it found X5.

It's important you install Microsoft Office before RH.

Then install RH7 noting whether or not the X5 number is requested somewhere along the line. I think initially it will want the RH7 licence and then whinge later that it also wants the X5 number.

This version of RH requires the installer's logon has admin rights at the time of installation. Make sure your guy knows that. I would install it under whatever logon you will be using.

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D

DFSAAAAAAAAAAAAAAAAA

Participating Frequently

It's fixed! I can't believe it took a full reformat to fix this but it was apparently some messed up registry keys. It took a lot of time and $$ but I really need to have RH7 working on my desktop. Thanks for your persistence in helping me resolve this. I really appreciate it!

Sue

Peter Grainge

Community Expert

In your previous post your IT shop were about to do a full reformat. Are you saying that after a full reformat RH still dies after each session?

I have never known it fail after a full reformat so what else is being installed?

Ah! You purchased an upgrade only. At the end of installing, were you asked for your X5 key?

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D

DFSAAAAAAAAAAAAAAAAA

Participating Frequently

He is doing the full reformat today (2/15) so I don't know yet if that will fix the problem. I was never asked to enter the x5 serial number on this PC. I did have to enter it on my old laptop, where RH7 works and coexists with X5. When he is done with the reformat he will install RH7 and enter the X5 number if asked. Nothing else will be installed before RH7.

Sue

D

DFSAAAAAAAAAAAAAAAAA

Participating Frequently

Also, successfully installed the RH update to 7.01.100, but didn't fix the problem.

Sue

Peter Grainge

Community Expert

Hang on. If the reinstall won't work because it cannot read the CD, how is a full install going to work?

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D

DFSAAAAAAAAAAAAAAAAA

Participating Frequently

It's been a few days, but here is an update for anyone who is still following this thread.

Peter, you're right, no point in trying a full reformat if the drive is not working. So since I could not do the in place reinstall, I took the PC to my favorite computer service guy and explained everything. He was able to do an in place reinstall (non-destructive, he called it). This fixed some registry keys, but did not fix the problem with RH7 not launching. Then he replaced both the DVD and CD-ROM drives, since the DVD drive was definitely bad, and apparently they are connected, so the 2 drives were replaced with a single DVD/CD burner drive. Still did not fix the RH7 problem. Now, he is doing a FULL REFORMAT. If this doesn't do it, I'll be calling Adobe Tech Support to investigate further...

Thanks for all your suggestions. I'll keep you posted.

Sue

Peter Grainge

Community Expert

Sue

I think I see the problem.

You said you purchased an upgrade. Also that you tried the trial version. What you need to understand is there is one CD for upgrades and full versions. What is different is the key you get. That tells the installer you only have an upgrade licence.

You also say X5 is still installed. The upgrade does not permit you to retain X5 as well as RH7 and I think this is the issue.

Reasonably confident that if you uninstall both and then install RH7, it will then work. During the install I think you will need both your new key and the X5 key.

Try that before anything else I have suggested.

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D

DFSAAAAAAAAAAAAAAAAA

Participating Frequently

Peter,
Thanks for your continued support. Unfortunately, I don't have an IT department to call on for help. I'm an independent consultant. The latest suggestion from Tech Support was to do an in place reinstall of Windows. This is not as drastic as reformatting. Following the instructions from Microsoft to do this, I was unable to reinstall windows. Apparently there is a problem with my DVD drive and it won't get past this problem. Now I'm going for the full reformat. If this fixes the problem with RH7 (which I really hope it does!) , I will stand corrected - there was something horribly wrong with my PC. I'll let you know...

Sue

Peter Grainge

Community Expert

Sue (DFSA...)

1] I doubt it is an admin rights issue as that is likely to cause problems all the time, but let's rule it out. You did have admin rights when you installed?

2] I suspect the Service cannot be started message is worth speaking to your IT people about.

3] You did purchase a full licence for RH7, not an upgrade?

4] Is RoboHelp HTML being blocked by your firewall? Check it is in the list of permitted applications.

5] Given the problem is related to logging on and off, could you get your IT people to create a new profile for you? Deactivate and uninstall RH first, get them to keep your old profile in case this doesn't work, and then get them to give you a new one. Install RH with that profile. You will lose all your settings for all your programs but it will have confirmed something was wrong with your profile if doing this works. If it makes no difference, revert to the old profile. Obviously you would need to uninstall using the new profile and reinstall with old one.

See how that goes and post back. I'll continue to look at your posts and see if anything else comes to mind.

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Peter Grainge

Community Expert

Sue

Post cancelled. I see I have mixed the posts. Let me reread the thread and post back on Monday. It's late here in the UK.

Peter.

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N

Newsgroup_User

Inspiring

Hi Folks, Thought I would update you on my Robohelp issues. I purchased the
technical communications suite, installed, and everything worked fine. When I
got the 'Robohelp has to close..' message, then Robohelp wouldn't run. I would
have to uninstall and then reinstall Robohelp. Since January 15, I have done
this 5 times. The last time was yesterday, and when I left work, Robohelp was
working. When I arrived today, it wasn't. So, I did the uninstall/reinstall
bit. No joy. Then I uninstalled the entire suite, cleaned the registry,
defrag'd the disk, ran chkdsk, deleted temporary files. Installed Robohelp
first. It didn't run. Uninstalled, and then removed the original technical
communications suite directory, then installed Robohelp by itself. IT didn't
run. Disabled Mcafee. Rebooted, uninstalled, and then reinstalled the
entire suite with McAfee disabled. No joy. Then I downloaded Robohelp Trial
onto an old laptop, with McAfee running. It ran fine on the laptop. (same
environment, just not as much power). So, I installed the trial on the main
computer - Robohelp doesn't run. The Robohelp for Word runs fine, just not
the Robohelp for HTML. Robohelp.exe flashes a pid on Task Manager and shuts
down before the splash screen. Prior to Robohelp 7, I used Robohelp 5 with no
problems. But, now I'm inclined to think the problem is unique to the machine
- if not for some of the posts here. Oh, and I had three IT guys cleaning up
the environment on the machine, so Robohelp isn't even throwing an error. The
errors that it did throw were when it shut down. Windows XP SP2, .NET 3.0,
Flash/Shockwave, Office 2003, Photoshop 7.0, HEAT tracking system, IE 7 -
latest patches, Windows latest patches, 1 GB RAM, plenty of HD space. The
only other thing I've noticed is that Robohelp shuts down when Visual
SourceSafe is involved with the processing... for example, moving a file, and
especially creating a new folder in Robohelp. Hope this helps someone else.
Marilyn

K

kelevellieAuthor

Participant

Hello Peter

Thanks for the info and thoughts regarding the 16 cleaning software. I downloaded the demo version and let it run free with the buffalo.All apparent reg entries associated with RH seem to have been deleted with a handfull of other stray cats and dogs. Still no luck proceeding with the install.
At this point it has become counter-productive for me just trying to install this product. I will revert to my tried and true Blus Sky Robohelp software that runs flawless on my old win98 laptop.
I am still very interested in upgrading the software,but cannot remember when I had such difficulty trying to simply get it to install.
I would greatly appreciate anyones comments associated with a fix for this problem. Until then the new software awaits credit return.

Mark

D

DFSAAAAAAAAAAAAAAAAA

Participating Frequently

Here's my update. I have to disagree with Peter - there is nothing horribly wrong with my machine. I have not had ANY problems with this PC until RH7. Also, RHX5 continues to run just fine. Seeing that others are having the same or similar issues trying to install RH7, I tend to think it's a problem with RH7, even though it doesn't happen on all machines.

Now that I am watching the System Log in the Event Viewer, I see that RH is throwing errors. There were no errors in the log today until I worked with RH7. Here's what I got (see error message in prev post):
* Install RH - got 2 errors
* Launch RH and enter serial number (launches successfully) - got 3 more errors
* Close RH - got 1 error
* Lauch RH from quicklaunch bar (launches successfully) - got 1 error
* Close RH - got 1 error
* Log off user
* Log on user - no more errors
* Lauch RH (launch fails) - no more errors

Not sure what this means, but maybe TEch Support can do something with it. I do NOT want to reformat my C drive, nor do I think that will fix it. Hope this helps.

Sue

M

marilyng

Known Participant

Hi Folks,

Thought I would update you on my Robohelp issues. I purchased the technical communications suite, installed, and everything worked fine. When I got the "Robohelp has to close.." message, then Robohelp wouldn't run. I would have to uninstall and then reinstall Robohelp. Since January 15, I have done this 5 times.

The last time was yesterday, and when I left work, Robohelp was working. When I arrived today, it wasn't. So, I did the uninstall/reinstall bit. No joy.

Then I uninstalled the entire suite, cleaned the registry, defrag'd the disk, ran chkdsk, deleted temporary files. Installed Robohelp first. It didn't run.

Uninstalled, and then removed the original technical communications suite directory, then installed Robohelp by itself. IT didn't run.

Disabled Mcafee. Rebooted, uninstalled, and then reinstalled the entire suite with McAfee disabled. No joy.

Then I downloaded Robohelp Trial onto an old laptop, with McAfee running. It ran fine on the laptop. (same environment, just not as much power).

So, I installed the trial on the main computer - Robohelp doesn't run. The Robohelp for Word runs fine, just not the Robohelp for HTML. Robohelp.exe flashes a pid on Task Manager and shuts down before the splash screen.

Prior to Robohelp 7, I used Robohelp 5 with no problems. But, now I'm inclined to think the problem is unique to the machine - if not for some of the posts here.

Oh, and I had three IT guys cleaning up the environment on the machine, so Robohelp isn't even throwing an error. The errors that it did throw were when it shut down.

Windows XP SP2, .NET 3.0, Flash/Shockwave, Office 2003, Photoshop 7.0, HEAT tracking system, IE 7 - latest patches, Windows latest patches, 1 GB RAM, plenty of HD space.

The only other thing I've noticed is that Robohelp shuts down when Visual SourceSafe is involved with the processing... for example, moving a file, and especially creating a new folder in Robohelp.

Hope this helps someone else.

Marilyn

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