RoboHelp HTML version 9 publishing connection failure to RoboHelp Server 9

[Guest]

As administrator for our RoboHelp Server (version 9) I created "Author" rights access for a person.  This person is a technical writer that works remotely.  He has tried to publish from his desktop software RoboHelp HTML (version 9) to our RoboHelp server but encountered a publishing error. What is causing this error and what would be a solution to this problem?

A screen shot and text from the error is listed below:

WebHelp Pro

Publishing has been canceled.

Connection failed.  Please check the connection and post again.

Native Error. Unauthorized.

[johndaigle · Accepted solution]

BTW, when attaching screenshots, it's best to use the Camera icon you see in the toolbar when you write your reply.

My guess is that some kind of permission setup has been missed.

It's also hard to know where to start because the author is "remote". Is that VPN? Or Remote Desktop or what?

I'll start with the most obvious.

It could simply be that when the author generates the WebHelp Pro SSL, the Edit Destination dialog may be incomplete. I've done this myself when I fill out the info shown in this screenshot, I forget to choose a Help Area or put in a wrong password. So, definitely check this out first.

Next, you or your administrator needs to verify the Author's user account, Group and Area are correctly setup.

This screenshot shows that a Group was created (in this case, called Authors) and the individual users were assigned to it.

Finally, the Authors group must be assigned to an Area and the Publishing Rights assigned.

You might also look at this thread which discusses similar issues and a solution.

http://forums.adobe.com/message/4162467#4162467

After all that, it could have something to do with the permissions of the remote author to have access to the publishing destination (the machine that has RoboHelp Server) from a remote location and has nothing to do with the RoboHelp side of the permissions!

This is the best I can do from where I sit. Let us know if you solve the issue.

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

[daninchicago]

Thanks for the help John...I am actually the author working on this project. I am able to view the other help projects on their server in both the browser and in the RoboHelp Server Web Admin pod. I know my destination is connected to the server since I am able to select the Help Area to publish to, but I get the same error message each time.

In the other thread you referenced, it says that "server URL in the WebHelp Pro publish properties needs to be in a different format than the one used to open the server"...but it didn't specify how it is different. Can you provide any further clarification on how the Server Name URL should be entered?

Thanks!

Dan

[johndaigle]

Hi, Dan

I'd like to refer these threads to Adobe engineers. However, usually the first thing they ask me is for the Tomcat Server Log file. Ask the Server Adminstrator to look along this path on the server machine for this file:

C:\Program Files (x86)\Apache Software Foundation\Tomcat 6.0\logs\robohelpserver.log

Please zip and send the log file to me so that I can forward to the folks who can help.  You'll find my email in my profile at the left of this post.

Thanks!

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

[Guest]

Hi John,

Thanks for your help!  Great pictures with your step by step instructions.  Based on your suggestions I went back and re-checked the RoboHelp permission settings.  The person was set-up in RoboHelp Server 9 but I did not have their permissions set for the new project area.  How did I miss that? 😞

I was working on getting the TomCat files from our IT Administrator.  Never mind.  Thanks again for the assistance!

[johndaigle]

Great to hear that! Permissions are wonderful in the computer world - but VERY unforgiving

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com