Frameless generation failed with empty error

[defaultv667u7s1tnd8]

Robohelp 2020.4.173 with Git Integration
Windows 10
He all, 
We began to observe the next issue:
Almost every time, when you are trying to generate Frameless output, we get an error with on Indexing references (All log before is clear)

If you try to generate once more, you will get this:

Restarting Robo for 1-2-3 times will fix this for 1 generation and after it you will always get an error as on screen #2 

[defaultv667u7s1tnd8]

UPD: Tried copy entire project into another dir and run it - same result: 1st generation is ok, second - as at 2nd screen.

[Amebr]

Can you try with the sample projects to see if you get the same error? This is just to rule out an installation problem.

[defaultv667u7s1tnd8]

Where can i find it? 
In documents folder I got only Adobe RoboHelp Classic 2019 folder with strange samples

[Peter Grainge]

What's strange about them?

The samples for 2020 are in Documents > My RoboHelp Projects. 

________________________________________________________
See www.grainge.org for free Authoring and RoboHelp Information

[Jeff_Coatsworth]

I think you've got an install issue if you don't have that 2020 folder as Peter mentions.

[defaultv667u7s1tnd8]

Okay, the folder for 2020 exists on one of the devices. Tested generation + preview. Everything is okay.
Copied sample for Compas into another device - everything is okay too.
After this I'm opened my project:
1st generation - good
2nd gen. - error (2nd screen from original post)
Important: after this, without closing Robohelp I'm opened sample project (with file -> recent project) -> change something -> tried to generate and get this error again

[Jeff_Coatsworth]

With the error happening in the sample project, I'd suspect installation issues. Try uninstalling & reinstalling as an Admin on the machine.

If the problem still persists after that on the sample project, then you'll have to contact RH support - see https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your support contact options - and let them see what's going on.

[defaultv667u7s1tnd8]

Tried to reinstall Robohelp - error still comes after second generation. 

[Peter Grainge]

Did you find the missing sample projects after the reinstallation?

If not then it does look like an installation issue.

• Did the person installing have admin rights on the machine?
• If they did, then it may be worth trying Support. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your support contact options.

If you did find the samples, then are you getting the error with the About RoboHelp sample project? If you do, we are back to it being an installation issue. 

________________________________________________________
See www.grainge.org for free Authoring and RoboHelp Information

[defaultv667u7s1tnd8]

Hi Peter
2020 Samples present after reinstall.
The 'Compas' project was compiled several times with changes applied without any errors.
As before reinstall, when it was compiled successfully. But, when I go into a File -> Recent Project -> My project and compile it, it will be failing the first time in 30% cases, 99% at second compilation with empty error. After this, If I will go into 'Compas' Sample the same way (recent project) it will also fail to compile.
We observe this on 2 PC's (laptop, desktop in different networks)
I'm suspect project error more than installation, 'cause on the second laptop, samples were found.

[Jeff_Coatsworth]

Can you give us a screenshot of your sample projects folder after reinstallation just to verify what you're talking about?

[Peter Grainge]

Does the project have a large index? That has caused some issues. Try deselecting the index when you generate.

________________________________________________________
See www.grainge.org for free Authoring and RoboHelp Information

[defaultv667u7s1tnd8]

Rolled back into few previous commits and my project compiles well. Looks like problem cames with adding logo back into the home page. Tried to change, resize picture. Every time I'm adding logo - this causes an errors. 
Also, unlocking sizes on background do not work. If you will unlock it, you still cannot set different sizes. (tried rectangular logo - error still here)

Cant even imagine, how the logo can do this...

[defaultv667u7s1tnd8]

Any suggestions?

[Amebr]

Regarding the logo size not saving, rather than adjusting the background settings, go in to the Layout section and adjust width and height there? Do the settings at least save? (I can't help with the error message sorry.)

[Peter Grainge]

Not from me. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your support contact options.

________________________________________________________
See www.grainge.org for free Authoring and RoboHelp Information

[Jeff_Coatsworth]

If you swap out the image with something else, does it still crash? If not, then it's got something to do with that image - format, layers, metadata, who knows?

[defaultv667u7s1tnd8]

Changed logo:

First time - generated. Second - same error.
Will try to contact support. 

[defaultv667u7s1tnd8]

3-d week without any answer...

[Peter Grainge]

You need to chase Support direct as they will not see anything here. The link also gives phone numbers.

________________________________________________________
See www.grainge.org for free Authoring and RoboHelp Information

[defaultv667u7s1tnd8]

I can't use phone...

[Jeff_Coatsworth]

You might try updating to Patch 5 & see if that helps any - you can also try e-mailing the RH folks again or DM-ing some of the RH employees in this forum.

[Vivek Kumar]

I have notified Adobe Support. They should get in touch with you. Please send me a message if you don't see any progress.