RoboHelp server not returning any search results

Report · Sep 03, 2014

I am using RoboHelp Server 9 with RoboHelp 11, using WebHelp Pro. My table of contents and index are working fine, but my search pane is not returning any results. It just keeps coming back with "Sorry, we were unable to find a good answer to your question". I've republished several times, and rebooted the RoboHelp server.

How do I troubleshoot this issue? I'm not familiar with how the search indexing works.

Report · Oct 21, 2014

I am having the exact same problem. We are running the following setup:

Robohelp HTML11.0.0.179

Robohelp Server 9

Publishing to no specific context (no area, just general)

Running on a Windows Server 2008 R2 SP1, 2GB RAM

Tomcat 7.0.39

JDK7u17

History of changes:

We have been publishing and running successfully for a few months now, but yesterday, the server started hanging up--no errors, it just wouldn't load the project in the browser. I was totally stumped. After a few more publishing efforts (successful), it still wouldn't respond. Everything looked OK. The files were on the server. However, when logging in as admin to Robohelp Server, it couldn't communicate with itself--it wouldn't display the projects page. Finally, I ran across this thread: RoboHelp Server 8 becomes unresponsive

I bumped up the Tomcat initial memory to 512 and it worked.

Unfortunately, I already made lots of radical changes to try troubleshooting it before I ran across the thread above. I got rid of the contexts, cleared out all folders, manually deleted a bunch of stuff out of the project folders on the server, created a new context in configuration manager, checked it out in admin (OK), and then republished clean to this fresh context. All generation and publication was successful.

Like I said, it looks great, runs great, but now the search (which did work fine) doesn't return any hits. I did check the Output View and it claims it generated full text search results OK ("Finished processing Full-Text-Search data in 57 sec(s).)

Help??

Report · Nov 11, 2014

Hi folks,

Have you applied the latest patch to RoboHelp Server and RoboHelp HTML 11? A few bugs related to search in RoboHelp Server have been fixed in these patches,

here is the patch link for RoboHelp Server: Issues resolved through update 9.0.1

and link for RH11 patch: https://www.adobe.com/support/robohelp/downloads.html

Please be sure you have RoboHelp HTML 11 and RoboHelp Server 9 updates installed.

Regards,

Vikas Singla

Technical Communication Suite | RoboHelp | FrameMaker | RoboHelp Server

Report · Nov 12, 2014

I did check the list of fixes to the update and it doesn't seem related to my problem. The larger issue is, search worked for me and then it stopped working after I deleted some projects, changed context, etc. No changes were made to the server or client, so it was some pre-existing problem that cropped up when doing these specific actions--but which one? I am working on applying the update to Server, but it takes time in the government to get patches approved.

Report · Nov 13, 2014

Hello,

Please share you contact information with us via tcsgold@adobe.com

I will need more details about this issue to start investigation.

Thanks,

Vikram Gaur

Adobe Support

Report · Dec 03, 2014

Well, it turns out that the way these things break is very complex if you have 3 or more layers nested in your TOC> Our TOC got more complex and this is what broke something that wasn't broken before--we simply exposed a known, existing flaw. The patch (9.0.1) did finally fix this up, so for others with the search issue and trouble making the template behave correctly without re-routing to a sublevel of the TOC, the patch for Server is just your thing.