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paymanpoorsh
Participating Frequently
March 8, 2010
Question

Robohelp - main page loops/refreshes continously when using Firefox

  • March 8, 2010
  • 1 reply
  • 1980 views

All,

I have read through all of the posts and unfortuantely I have not been able to find a solution to my problem.

Problem: When accessing online help in Firefox, the main page loads for the most part but before it's complete, it reloads the main page again. This looping process is endless (main page reloading) and if I click on any links, the link will start to load and then main page starts to loads agan and again...  When I access online help via IE, I do not experience the same problem. In IE,  the main page loads and online help functions correctly. Ironically, another online help was created for a different product that is hosted on the same machine (linux) but when i access that help, i do not experience the looping problem.

I am using Firefox version 3.6.

Things that I have tried to fix the problem:

  • access online help in Firefox (safe mode)
  • use default theme
  • access online help in version 1.5 or 2.0 in firefox
  • change the page encoding
  • disable all plug-ins
  • I have also compared all of the javasript files from the working help and the problematic one and for the most part, everything is the same. The working help has 9 more js files but i think its because its context sensitive (not sure).

One way that I can stop the page from looping is by changing the encoding in the browser. No matter what its set to, if i change it and refresh the page, the looping stops but the Search field does not appear and after a short period of time, the pages doesnt respond.

Any ideas? Thank your for your time and consideration. If you would like to ask me some questions about this problem, my number is 703.227.4890. Thanks

    This topic has been closed for replies.

    1 reply

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    March 8, 2010

    Welcome to the forum.

    I know you have included your phone number with good intentions but it is preferred that questions are via the forum to help others. Also not all supporters are US based, I am assuming that is a US number).

    Also please see the sticky topic Before You Post. What version and edition of RoboHelp are you using?

    Is this when the help is called from an application or when you open it directly? If the latter, does the same happen in both the locally generated help and the published help?

    Does the same happen with the supplied sample projects or a newly created project?

    See www.grainge.org for RoboHelp and Authoring tips

    @petergrainge

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    P
    paymanpoorshAuthor
    Participating Frequently
    March 8, 2010

    Thanks Peter.

    I am in charge of verifying that all of the documentation was converted correctly.  I do not directly use the software itself but i know its version 5.5. I have reached out to the team that was responsible for doing the conversion but unfortunately they are aware of the problem and are not sure why its occurring. When i asked them if this happens with all of their builds, they said yes but then i discovered that they did a build for another product that we support a few months back and this problem is not occurring when i directly access the link. I was not able to access the 'working' version from the application because i am not a user in that system.

    The refreshing occurs when I access online help through the application and by directly entering the url in firefox. When you ask,  'does the same happen in .. locally generated help ', do you mean by accessing the one of the .htm files on my local drive? If so, the problem does not occur when i enter the html file name in my firefox browser when and access it when it on my local drive.

    Please let me know if you have any other questions. Thank you very much for your time and consideration.

    -Payman

    Peter Grainge
    Community Expert
    Peter GraingeCommunity Expert
    Community Expert
    March 8, 2010

    Are you sure it is RoboHelp? Hopefully Rick Stone is online can check whether there was a version 5.5

    When the authors create the help, the generate it to a local folder. Then they either zip it up and send it to you or they publish it direct to the server. I am guessing they zip it up and send it to you.

    If I follow you, the help for one product is working correctly no matter how it is accessed, via the application or by entering a URL to the start page. The start page opens the help with the tri pane window.

    The start page name is set by the authors in the first page of the wizard. In the output you have, there will be a file called startpage.htm (or whatever they used) and it will be followed by two other files startpage_csh.htm and startpage_rhc.htm. If you browse to the startpage, the help should open in the tripane window.

    If the problem help opens fine that way but not from the application, I would suspect the problem is with the way the help is called. That said, there were some browser issues in older versions of RH. I may still have access to the information but check the above first.

    See www.grainge.org for RoboHelp and Authoring tips

    @petergrainge

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