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Robohelp and Netskope

Forum|Forum|3 years ago
May 11, 2022
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Hi,

Does anyone have any experience with Robohelp and Netskope? It seems that Netskope is blocking the ability to create a connection between Robohelp and SharePoint Online, and therefore publishing is blocked.

Has anyone else had this issue, and how did you resolve it?

thanks,

Carmela

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Peter Grainge

Community Expert

It isn't @Amebr who has the problem. Tagging @Grant27459497a2f2

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Peter Grainge

Community Expert

@Grant27459497a2f2 My comment was noted as being to @cwilbur22422593 and was saying they needed to take it with their developers, that is the developers in the company @cwilbur22422593 works for. That is the usual solution but IT Admin would also deal with it.

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G

Grant27459497a2f2

Participating Frequently

Cool, that's kind of what I figured. Thanks for your help!

A

Amebr

Community Expert

@Grant27459497a2f2 In many corporate environments, the environment variables can't be changed without an admin login, so I'd advise contacting your IT help desk (or developers as Peter suggested, although sometimes they won't have access either) with the details Surbhi posted. They should be able to set it for you.

G

Grant27459497a2f2

Participating Frequently

Hi, I am the IT admin and the variable needs to be set on the Robohelp side. It appears Peter's reply was to another comment I believe. I can't imagine that a company would have in house developers for Robohelp other than adobe, but hey I could be wrong.

A

Amebr

Community Expert

Surbhi wouldn't have suggested something that requires Robohelp developers as they only exist at Adobe. I suppose maybe they meant doing something in the developer tools (Ctrl+Alt+D). But I figured they meant adding the the variable name and the path to the netskope certificate to the Windows environment variables. However @surbhi_maheshwari9120543 can confirm for sure.

Peter Grainge

Community Expert

@cwilbur22422593 I think you need to take this up with your developers as @surbhi_maheshwari9120543 is where Support would be going!

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

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Grant27459497a2f2

Participating Frequently

Hi,

We are experienceing some of the same setup issues with Robohelp and Netskope. Do you by chance remember what was required to fix the SharePoint Online connection? Thanks in advance.

surbhi_maheshwari9120543

Community Manager

Hi,

This looks related to whitelisting which is require at Netskope end and also please have your IT team have a look at https://docs.netskope.com/en/configure-netskope-to-access-your-office-365-sharepoint-sites-app.html .

Whitelisting for following URLs is also required:

Let me know how it goes.

Thanks and Regards,
Surbhi Maheshwari

C

christele15

Inspiring

Hi,

Thanks for sharing the details.

From the above shared article of netskope, have you tried setting the environment variable?

$ export NODE_EXTRA_CA_CERTS=[your CA certificate file path]

If not please do so and let me know how it goes.

Thanks and Regards,
Surbhi Maheshwari

Good morning ,

We are having issues downloading a project, it comes up as empty. could you please tell me where to set up

$ export NODE_EXTRA_CA_CERTS=[your CA certificate file path]

My tech ppl asked me which url needs to be added the certificate above.

Peter Grainge

Community Expert

I'm also guessing that Adobe have checked your RoboHelp version, should be 7.

My gut feel is this is something on your side or there would be many more threads about this. That doesn't help though as you need to know what it is. I'm sorry I can't help on that.

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

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C

cwilbur22422593Autor

Known Participant

Hi Peter,

Yes, I'm on version 2020.7.46, and I'm trying to publish frameless.

Thanks for responding, you and John are always so helpful, I appreciate both of you! Have a great day.

johndaigle

Legend

Hi, Carmela. I suspect your IT team has already looked at this link, but just in case:

https://docs.netskope.com/en/configure-netskope-to-access-your-office-365-sharepoint-sites-app.html

John DaigleAdobe Certified RoboHelp and Captivate InstructorNewport, Oregon

C

cwilbur22422593Autor

Known Participant

OK, I got the connection to work. Robohelp connected with SharePoint, created the location folder in the Documents folder, began to upload folders: template (2 folders in it), whdata (no files or folders in it), and assests (nothing in the folder) and then it just stopped loading anything. It did this before, we let it go, waiting for an error, 4 hours later, no error, just the window stating that it was uploading files. But it seems to have gotten stuck. Has anyone had this happen, and if so, how did you resolve? Or where do I lead my IT department to look for a solution?

Is there any technical docuemtnation on how this should work? MY IT department said they have searched Adobe and no technical information on Robohelp. Without any detailed Adobe documentation, I can only come here and ask the questions, and go back to my IT department. Thank you for your patience.

Carmela

Peter Grainge

Community Expert

Is what you have reported at https://community.adobe.com/t5/robohelp-discussions/robohelp-and-netskope/m-p/12938327#M144418 with Netskope involved or direct from RoboHelp to Sharepoint. If the latter, when you uploading, is that using the publish dialog or a third party tool?

Direct is covered in basic terms at SharePoint Online but that's pretty much which is what is in the online help, which I assume you have read.

If you can rule out Netskope still being an issue I think your best option with this one is 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.

Use menu (bottom right) to mark as Best Answer or to Highlight particularly useful replies. Found the answer elsewhere? Share it here.

Jeff_Coatsworth

Community Expert

I'd get your IT folks on this one - they need to tune the security app so that it doesn't block legitimate applications that you need to function.

Peter Grainge

Community Expert

I have never seen Netskope mentioned on this forum. Have you tried their forum to see if others have posted there with issues from RoboHelp or similar tools? Maybe Netskope themselves can help with identifying what is causing the block and then maybe Adobe can help?

________________________________________________________

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

Use menu (bottom right) to mark as Best Answer or to Highlight particularly useful replies. Found the answer elsewhere? Share it here.

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