Unable to install Robohelp 2019 or Robohelp 2022 on windows 11

[Anas T]

I encountered an issue while trying to install Robohelp 2019. After logging in on the browser during the setup process, I am presented with a white screen and unable to proceed further.

Additionally, I attempted to install the trial version of Robohelp 2022, but encountered a similar issue. After logging in on the browser, I received the message:

Check your browser

We’ve opened a new browser tab for you to sign in. (Once you’ve been authenticated, you will automatically continue here.)

However, nothing happens after logging in on the browser tab.

Could you please assist me in resolving this issue?

My Machine:
Edition Windows 11 Business
Version 22H2
Installed on ‎5/‎17/‎2023
OS build 22621.1702
Experience Windows Feature Experience Pack 1000.22641.1000.0

[Jeff_Coatsworth]

With RH2019 you're probably running into the activation server issue that strikes all older TCS products - see this thread - https://helpx.adobe.com/tech-comm-suite/kb/deprecated-internet-explorer-10-with-ims.html

[Anas T]

Thank you for your fast response.
i tried solution 3 and it works great but now when i lunch the robohelp it is terminated before the lunch complete.
i think this maybe due to license i have the key but where i can enter it?

[Jeff_Coatsworth]

Which version is being killed off? Have you checked with your company IT to ensure that the application is allow-listed/safe-listed to run? 

[Anas T]

Adobe RoboHelp 2019. Yes it is safe. actually after installation it lanched for the first time after i have closed i am no longer able to lunch it again.

[Jeff_Coatsworth]

What's happening if you Run as Administrator? Is it still being closed down? It might also be getting shut down when it tries to connect to the internet to talk to the Adobe licensing servers. If that's the case, then you'll need to contact the RH folks to find out the IPs/ports that they require to be open. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. I'd recommend using the tcssup@adobe.com e-mail address as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

[Anas T]

Hello Jeff,

I will contact them, just want to share the following log with you:
05/23/23 18:37:24:604 | [INFO] | | | | uiswitch | | | 13992 | Key Value ResidualModeSupported [0]
05/23/23 18:37:24:604 | [INFO] | | | | uiswitch | | | 13992 | SilentActivator
05/23/23 18:37:24:616 | [INFO] | | | | uiswitch | | | 13992 | Silent Activator
05/23/23 18:37:24:616 | [INFO] | | | | uiswitch | | | 13992 | Launched
05/23/23 18:37:24:616 | [ERROR] | | | | AMT | | | 13992 | Licensing has been refused. Application must exit.

I am moving to anew machine, should i remove the robohelp from my old one so it can work here?

[Jeff_Coatsworth]

Are you installing with Admin rights? What browser are you using? You should be getting prompted to login with your Adobe ID (I believe).
[Edit - another thought - is your corporate anti-virus system killing the process?]

[Peter Grainge]

I suspect you have a perpetual licence for 2019. With both uninstalled, if you then install 2019 you should be able to enter the code.

2022 is subscription based but at the moment you only have the trial version. You can install that and both should work until the trial expires.

With a 2022 subsription you are entitled to both so 2019 would then still work.

I suspect somewhere you have confused the process and the licensing. You could try uninstalling both and then rebooting before installing 2019 afresh but at this stage who knows.

As @Jeff_Coatsworth has suggested, Support is probably your best option now.

________________________________________________________

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