I am using RoboHelp 9 and creating HTML Help. When I access the Help system from the Help menu in my application, the glossary displays fine, but when I try to access it by clicking on the Help button on the Window, the glossary is empty. Any thoughts on how to fix this problem?
You might check with your developer to see what is different about the calls being made. Sounds like something is possibly amiss in the call?
The Glossary depends on having the file named HHActiveX.dll registered on the operating system being used. I don't recall which version changed things, but somewhere along the way 64 bit operating systems became the norm. And that meant that there are now two different versions of the HHAcitveX.dll file. One is used for 32 bit systems and one for 64 bit systems. So another thing to do is ensure both versions are registered in the operating system.
Additionally, the CHM viewer has two versions. One for 32 bit systems and one for 64 bit systems. It's possible that in one case the 32 bit viewer is being opened and in the other the 64 bit viewer is being opened. And if you don't have the HHActiveX.dll registered for the viewer that is opening, that's an issue.
Lastly, it's possible that you have two different Window definitions in use and one may not have the option for the Glossary enabled. So examine the Window definition and ensure that the Glossary is enabled for the window that is being called.