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Help topics are not displaying when using Windows 8/IE 10

Explorer ,
Jan 04, 2013

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I have a WebHelp system created in RoboHelp 7. When opening that Help from our application using Windows 8 with Internet Explorer 10 and allowing blocked content, the Help topics do not display in the right pane when clicking a topic from the Contents in the left pane. Below are the steps:

1. Open the Help system from the Help menu within the application.

2. The Allow Blocked Content displays and I allow it.

3. The Help opens and if I click a topic from the TOC in the left pane, the topic doesn't display in the right pane.

A workaround we found was to widen the left pane and the topic then displays. Also, if you don't allow blocked content, this issue doesn't happen. However, I need to allow blocked content in order for PDFs within the Help to open properly and also because the Search doesn't display without allowing blocked content.

We also tested this with a Help system that was created using Robohelp 9 and have the same issue. I'm wondering if RoboHelp 10 would solve this problem.

Does anyone know if IE 10 requires Help systems to be created in RoboHelp 10 to work properly, at least when allowing blocked content?

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Help topics are not displaying when using Windows 8/IE 10

Explorer ,
Jan 04, 2013

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I have a WebHelp system created in RoboHelp 7. When opening that Help from our application using Windows 8 with Internet Explorer 10 and allowing blocked content, the Help topics do not display in the right pane when clicking a topic from the Contents in the left pane. Below are the steps:

1. Open the Help system from the Help menu within the application.

2. The Allow Blocked Content displays and I allow it.

3. The Help opens and if I click a topic from the TOC in the left pane, the topic doesn't display in the right pane.

A workaround we found was to widen the left pane and the topic then displays. Also, if you don't allow blocked content, this issue doesn't happen. However, I need to allow blocked content in order for PDFs within the Help to open properly and also because the Search doesn't display without allowing blocked content.

We also tested this with a Help system that was created using Robohelp 9 and have the same issue. I'm wondering if RoboHelp 10 would solve this problem.

Does anyone know if IE 10 requires Help systems to be created in RoboHelp 10 to work properly, at least when allowing blocked content?

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Adobe Community Professional ,
Jan 07, 2013

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Neither Rh7 or Rh9 were built for Windows 8 / IE10.

I think you will need to download the Rh10 trial to a non production machine to get the answer you seek.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Jan 08, 2013

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Thanks, Peter. I downloaded the RH 10 trial to another computer and upgraded and generated the RH 9 Help system using RH 10. The problem was partially resolved. Now when I initially click a topic in the left pane, it does display in the right pane. However, when I click the Contents, Index or Search in the top menu, the original problem occurs. The selected topic is highlighted in the left pane, but the right screen displays blank. Dragging and widening the pane displays the topic again. Do you know if this could be an IE 10 issue or possibly a RH 10 issue? Or do you know of any RH setting that could possibly resolve this? Thanks again for your help.

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Adobe Community Professional ,
Jan 08, 2013

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Try it with one of the sample projects. Click Open on the RoboHelp Starter page and then click Samples in the ribbon on the left. Those projects work fine with Windows7 / IE9.

Post back the result. If they suffer the same problem, then it will need to be investigated by Adobe.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Jan 08, 2013

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I generated the Global Site Consult sample WebHelp project in RH 10 and it works fine on Win 8/IE 10. Maybe the issue is something we are using in our Help systems that works fine on earlier Windows and IE versions but not with Win 8/IE 10. Do you know of any setting or option that might be causing the issue I described. Thanks.

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Adobe Community Professional ,
Jan 09, 2013

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It seems to be time for the old divide and conquer approach.

Zip up the project so you have a copy that cannot accidentally be opened and worked on. That gives you a copy that you can safely revert to later if needed. Save the zip file somewhere safe.

Then create another copy of the project so that you have two copies that can be worked on.

Open Copy 1 and delete half the topics. Ignore any broken links reported. Generate the help from that copy.

Open Copy 2 and delete the other half of the topics. Generate the help from that copy.

It should be the case that one copy is now OK and one still has the problem.

Trash the good copy and then create a second copy of the copy with the problem.

Repeat the process until you have located whatever is causing the problem.

The process takes less time than you might think.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Jan 09, 2013

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Hi Peter,

I separated the Help systems and deleted the topics as you suggested. Neither of the newly generated Help systems work.

The same issue is still there. I experimented with a couple of other things and may be getting closer to a solution. When I generate the Help system without using a skin, the problem is solved and all the topics display appropriately when clicking the Contents, Index or Search tabs in the navigation pane. However, I'm not sure what could be wrong in the skin since this skin worked fine in earlier versions of Windows and IE using RH 7 or RH 9. I also would like to keep using a skin. And, the sample project uses a skin and it works.

Do you know of anything that could be causing a problem with using a skin that is not compatible with Windows 8/IE 10? I had been using my own Previous and Next buttons, and I tried generating without those in the navigation pane and that didn't work either. Only seemed to work when I didn't use the skin. Thanks for your help.

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Adobe Community Professional ,
Jan 09, 2013

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Have you tried with a different skin?

Open Employee Care and export the Beautiful Vista skin. Then import it into your project.

If your project then works, we will then know it is your specific skin that is causing the issue rather than skins generally.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Jan 10, 2013

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I tried using the Beautiful Vista skin, but it is a Flash skin and I was unable to select it for a RH 10 WebHelp project. Instead I used the Whirls skin. I was able to generate with this and the Help works fine on an XP SP 3 machine. However, I have the same issue with my Help using this skin as I did with my own skin on a Windows 8/IE 10 machine.

I have also discovered when I tried previewing either skin (my own or the RH skin) in RH 10, I sporadically (not every time) would get the following error message that said "A runtime error has occurred. Do you wish to Debug? Line 2097 Error: Syntax error." When I selected Yes to debug it, nothing happened. This may be irrelvant but thought I'd mention.

In summary, it appears there could be some issue with using skins on a Win 8/IE 10 machine at least when blocked content is allowed. I know in earlier IE versions when you allowed blocked content (from scripts or Active X controls), the skin would work fine. If you didn't allow blocked content, then the Help automatically used a nav pane not from the skin (the default nav pane). Perhaps IE 10 is handling the blocked content differently and that's why my skin is not working when blocked content is allowed and why the topics are not displaying in the right pane when selecting topics in the left pane after clicking one of the navigation buttons in the skin. Thanks again for your help.

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Adobe Community Professional ,
Jan 10, 2013

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I will look more at your reply in the morning but Beautiful Vista is a WebHelp skin in the samples.

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Adobe Community Professional ,
Jan 11, 2013

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Sorry, I got my RoboHelp versions wrong. Beautiful Vista Web was in Rh7. Using Whirls achieved the same objective, testing a known quantity.

Are you creating the help on a Windows 8 machine?

Does the problem with the generated help occur on a Windows 8 machine if it is opened direct by double clicking the start page? Sometimes we see problems that only occur with help opened from an application.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Jan 11, 2013

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I am creating the RH 10 Help on a Windows XP SP 3 machine and only testing it on a Win8/IE 10 machine. And, yes, the problem occurs also when opening it directly by double-clicking the start page outside of the application.

One thing I just discovered is that the issue only seems to be with our Desktop application. I have another Help system that I opened on Win8/IE 10 from our Web application and it works fine. I don't have the same issue or get the message about the active X and allowing blocked content. And I don't use the Mark of the Web in the Help system with the problem because if I use it then our PDFs will not open. So I can't try adding that to see if that helps.

But aside from how it works correctly from our Web application and not our Desktop application, that still doesn't explain why the RH 10 sample Help doesn't have this issue on a Win 8/IE 10 machine when I try opening both of them the same way by double-clicking the start page. Unless there is some specific setting that is different perhaps when generating the Help. 

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Adobe Community Professional ,
Jan 11, 2013

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Scientifically we have not ruled out something in the topics as it could be something in just two of them and the two halves you created could both have had one rogue topic in. However, I am not inclined to think along those lines any more for now.

Part of me is saying the runtime error should not be ignored but another part points out that would likely affect all projects. It would do no harm though to reinstall RoboHelp to see if that stops the error and makes any difference.

Would you be willing to share the generated output so that I can test it on Windows 8 and IE10 and see if I get the same issues. If I do, I can play with the browser settings. If I do not, then we can compare settings.

Sorry this is slow but we are in uncharted waters.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Jan 11, 2013

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I'm willing to send you a zipped up copy of a small Help system that experiences the issue when you open it using the start page when allowing blocked content.

Please let me know if I should e-mail this zipped file to you or if there is some other location where I should upload the file. Thanks for your help.

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Adobe Community Professional ,
Jan 11, 2013

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See the Contact page on my site for info re sending files.

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Adobe Community Professional ,
Jan 15, 2013

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Cathy

I generated from the project you sent me using a Windows 8 machine and without making any changes. The output is running just fine in IE. I can open the project click around the TOC and links in topics, then go to the Index that responds as it should. I can also use Search and returning to the TOC everything still works just fine.

This points to something going wrong when you generate. In Rh9 I would have asked if you were generating to a local drive but I don't think that can be the issue. I had your project on an external USB drive attached to my main machine. The test was done on a laptop mapped via the network to my PC and then the external drive. That's nicely convoluted and likely to break anything that is going to break.

I will send you the output I created later so that you can see if it runs on your setup.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Jan 15, 2013

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Hi Peter,

I gave your output that worked for you to our tester who has the Win8/IE 10 machine, and she gets the same issue that she's been having all along. The topics don't display in the right pane after clicking one of the navigation buttons.

I also realized your output uses the RoboHelp skin, Whirls. When I had zipped up the project for you yesterday, I never changed that setting back to our skin which is the Default. Given you said yesterday you saw the problem with the output I sent to you over the weekend that I generated with our skin, do you think you could try generating again, but this time changing the Skin Selection, "Whirls" to "Default" on the WebHelp Settings Navigation page.

If your output is still OK, then maybe it's something machine related and the fact I'm generating on a WinXP SP 3 machine or else some IE 10 setting of yours that may be different than ours. If your output shows any problems with navigating, then I"m wondering if it could be something with the skin we are using or else how RH 10 uses that skin during generation. Thanks for your help.

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Adobe Community Professional ,
Jan 15, 2013

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Yes I can regenerate but not until tomorrow. The machine is at work.

Am I right in thinking the default in the project has been edited at some point, it is not as supplied by Adobe?


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Jan 15, 2013

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Yes, Peter. You are correct. The default was edited, but never given a new name. This is a skin that we customized with specific buttons, colors and some graphics.

But the interesting thing is when I open parts of a skin in the WebHelp Skin Editor I still sometimes get that runtime error I mentioned earlier, too. And, I can't get the error to go away unless I Ctrl-Alt-Delete out of RH 10 and start it again. Which makes me believe that something is just not right with skins in RH 10. But this error does not happen every time and I haven't been able to figure out the flow to reproduce it.

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Adobe Community Professional ,
Jan 16, 2013

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Just what is your problem?

I have generated with the default skin you sent me and that layout is working just fine as well! No fault found.

I will send you the output I created to see how it fares on your machine.

Let me know how you get on and do come back if there's anything else you need to know.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Jan 16, 2013

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Hi Peter,

Our tester still has the problem on her Win8/IE 10 machine (with Active Content checked) as she did previously. I was hoping that maybe it had something to do with generating on a Win8 machine vs. an XP machine, but that's not the case.

The same problem still exists. When she clicks a button in the navigation pane (Contents, Index or Search), then clicks a topic name in the left pane, the topic does not display in the right pane. The first workaround she found was widening the left pane to populate the topic. However, today she discovered that if you maximize the window, it also displays the topic. She also found out that if you open the Help and the window is already maximized, the topics also work correctly from the start. Are you opening to a maximized screen?

And, as I mentioned previously, if we don't use a skin, then the topics display appropriately in the right pane when selecting them in the left pane. However, we want to use our skin.

The only thing I can think is this is something very specific to Win8/IE 10 browser and how the windows/skins are being used. At this point we do have two workarounds (although neither are very intuitive), but I will continue to investigate this as time permits. If you know of anything else that might be causing this issue, please let me know. I do appreciate all of the help you've given me in sorting through this issue. Thanks.

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Adobe Community Professional ,
Jan 16, 2013

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Hi there

Hopefully Peter won't mind my making a small observation here. The actions you described are simply causing the window to perform a bit of a refresh. And it appears to me that the act of refreshing is causing the topic to suddenly be presented. My own guess here is that the topic content is, in fact, there but for some reason is not appearing. I suppose one way to confirm or deny that would be to just click in the "blank" topic area, then press Ctrl+A to see if you get a selection. Or click and drag the mouse as if dragging across text.

Cheers... Rick

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Adobe Community Professional ,
Jan 16, 2013

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The time difference means that again I cannot test until tomorrow. I was testing with a maximised window so maybe that is why I am getting different results.

Meantime please try Rick's suggestion. Whilst it will not be a solution for end users, it will help me refer this to Adobe if we cannot resolve it.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Jan 16, 2013

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Hi Rick,

I had our tester try both options you suggest and neither work. One thing she did find out was after the window is maximized, it can be reduced and then continues to work even though it's no longer maximized. Thanks for your help. I appreciate your input.

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Explorer ,
Jan 16, 2013

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Hi Peter,

As you saw, we did try Rick's suggestion, but it did not work. Do you have Firefox installed on your Win8/IE 10 computer? If you do get this same issue when you open the Help when it's not maximized, I'm just wondering if Firefox produces the same issue. We haven't been able to test that, but I'm not even sure Firefox works on Win8. Thanks.

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Adobe Community Professional ,
Jan 17, 2013

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Opened IE10 on Windows 8 machine and reduced size. Opened help, it opened in that instance of IE10 and worked perfectly. Does someone there have Windows 8 and IE10 on a home machine? (Something outside your environment.)


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Jan 17, 2013

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Hi Peter,

Since you are unable to duplicate this issue with your generated output, I'm beginning to think that it might be something related to our IE 10 settings. And, we don't have the capability at the present time to test this on a Win8/IE 10 home machine. At this point, since we have discovered a couple of workarounds for the one Help system, I am not going to investigate this for a couple of more weeks when I need to test another Help system for one of our Web applications. I'm expecting the Help system for the Web applicaiton to not have the same issues as the Desktop Help application but I could be wrong.

I do appreciate all your Help with assisting me in trying to find a resolution. If I ever find a solution for this current issue, I will post to this chain. Thanks.

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Adobe Community Professional ,
Jan 18, 2013

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It is not so much a home machine as one configured outside your environment. Put the output on a flash drive and go down your local PC store.

I'll leave it with you for now but post back your results, either way.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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New Here ,
Jan 21, 2013

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I have also observed this issue with IE 10 on Window 8 and Windows 7 (with the IE 10 preview).

If the user adds the site serving the help to their list of Compatibility View sites, the problem goes away.

  1. Click Alt | Tools | Compatiblity View settings.
  2. Click Add.
  3. Click Close.

As this issue will be experienced by lots of end users, I would expect Adobe to resolve the issue.

Edit: I forgot to add that this is on a help generated with RoboHelp 10.

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New Here ,
Jan 23, 2013

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Like the post above (post#28) I see this with Help generated using RH10.0.0.287 on both Win 8 and Win 7 with IE10.

My help is online and uses a skin that has been used for several versions.

I see this problem when the help is called from the desktop application, and I also see it when I open it directly from the browser.

Viewing the site in Compatibility View fixes the problem.

I will try:

Adding Mark of the Web

Generating without a skin (ick) 

Creating a new skin from scratch.

Peter, if you want to try this, I can send you the url for the web help privately.

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Adobe Community Professional ,
Jan 23, 2013

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I don't doubt the topics are not displaying for you, seeing that will not help. The problem is that I have not been able to recreate it. Cathy Snyder sent me a project and I generated it on a Windows 8 / IE10 / Rh10 machine. It worked just fine. I sent the project and output to Cathy and it still would not work for her.

If you are willing to send me your project, I will generate from that and see what happens.

See the Contact page on my site and send the project as instructed there. Do make sure you include a link to this thread and please do not email the project direct.


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New Here ,
Jan 23, 2013

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One thing about the IE10 Compatibility Settings is that it is enabled by

default for intranets.

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New Here ,
Jan 24, 2013

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Sorry, I can't send you th eproject as the info in it is still proprietary. I can try to create a simpler example.

Other things I noted:

you have to view the content from an online source, and you have to clear the browser cache between attempts to get it to fail cosistently. Viewing the content locally results in inconsistent behavior.

I created a new project from RH 10 and did not see this problem with Web Help.

I then imported the skin from the problem project and regenerated - no problem with that content either.

I tried generating the problem project with the default RH10 skin - still fail.

I'll be away for 2 weeks, will follow up when I return. Meanwhile, I did file a bug report.

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Adobe Community Professional ,
Jan 24, 2013

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Your project would not be made public or passed on. There are only a  handful of Adobe Community Professionals for RoboHelp worldwide and it  is something we value far to highly to misuse any project we see. I have  seen some highly confidential stuff in this work and no one has had  cause to complain. Your call, my help works just fine.

Seriously, seeing your output does not help. I need a project that fails. Enjoy your holiday and let us know what you want to do when you get back.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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New Here ,
Jan 31, 2013

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Hi folks,

If you add the below line of code (between the <head> tags) to the index.htm page (i.e. the start page) in your published help, the problem appears to go away.

<meta http-equiv="X-UA-Compatible" content="IE=EmulateIE7">

I republished the help and the code was still there; however, I cannot say for sure that this will always be the case - perhaps someone else can suggest a more reliable way to add this code.

You will need to clear your cache and so on to see this work properly.

Thanks,

Donal

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New Here ,
Feb 13, 2013

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OK, I am (finally) back and the project has been sent via method requested on your website. Please let me know if you need any additional info.

Note that you need to view it from an online location in order to see it misbehave. Viewing the output locally does not exhibit the problem.

Thanks,

Jeanne

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New Here ,
Feb 14, 2013

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Hi Jeanne,

I think the issue has to do with the fact that IE10 disables compatibility view by default for Internet sites and enables it for Intranet sites (go figure).

This means that the behaviour could probably be described as expected.

You can force compatibility mode for Internet sites if you use the code I posted above.

Thanks,

Donal

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Adobe Community Professional ,
Feb 14, 2013

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Ahhh browsers

Seems we are in a constant struggle to make them work as we want while the makers are in an equal struggle to prevent us from doing so!

SMH...

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New Here ,
Feb 14, 2013

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I think you are correct. I'm going to try the solution you proposed as a stop-gap until there is a true fix for this.

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Adobe Community Professional ,
Feb 14, 2013

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Hi, TechDoc Jeanne

I hesitate to jump into the fray here, but if you continue to have issues, it might be worth looking into the notorious "ChromeFrame" issue that seems to be cropping up in several threads here. My client encountered a similar issue to yours (though not exactly.) It was fixed with a simple addition to the whver.js file. We consolidated some of the fixes on Peter Grainge's site - Item #10 in Peter's "Using RoboHelp 10" article. It might be worth looking into.

http://www.grainge.org/pages/authoring/rh10/using_rh10.htm

I post this because while your symptom is a bit different, you also mentioned that you are calling the help from an application and I wonder if that application may have installed a "ChromeFrame plugin" which interferes with some of WebHelp's Javascript code. Just a thought.


John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

Twitter: @hypertexas

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Adobe Community Professional ,
Feb 19, 2013

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Cathy / Jeanne

I have now tested the project that Jeanne sent me but I didn't have to do as much as I thought I would. The plan was to generate the webhelp and test that locally and on a webserver. Jeanne had left the webhelp she had created so I tested that locally using a Windows 8 / IE10 machine and it worked perfectly. I clicked the About link and it displayed the content in a non-maximised window.

Then I put that same output on a webserver and that works perfectly too accessed from the same machine.

If Jeanne can give me permission I can put the same output on my site in an area that Google should not search. I could then give that link to just Jeanne and Cathy. One of two things will happen.

  1. You will see it working suggesting the issue is with your server. That is my expectation as the same output on Jeanne's server is giving the issue.
  2. You will see the blank topic when you click About suggesting the issue is with your browser.

Looking through the thread and offline posts, the only time this error occurs is when the help is on your servers.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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New Here ,
Feb 19, 2013

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OK to post privately. I should also send you both the link to the same generated output on my server so you can test that. That would also tell us if it is server-specific (Peter, you would see the problem with the content at this location...).

Remember when testing that you must clear the browser cache, open the page via the link, then immediately click a link within the topic page (without resizing the window first). When you do this, the topic page goes blank until you resize the window.

One note of interest: According to Microsoft, there is a browser emulation parameter that can be set at the server level. See http://msdn.microsoft.com/en-us/library/cc288325(v=vs.85).aspx and then http://msdn.microsoft.com/en-us/library/jj676915(v=vs.85).aspx

Might you have such a pararmeter set on your server? I know it is not set on mine.

Adding this Meta tag to the header of the root page of Help solved the problem for me:

<meta http-equiv="x-ua-compatible" content="IE=EmulateIE9" >

But this has to be done post-generation (it gets overwritten each time Help is generated), so not an ideal solution.

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Explorer ,
Feb 19, 2013

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Peter,

Our problem was not with a Web application but just opening the Help locally or from a desktop application. Clicking the topic in the Contents in the left pane produced a blank topic in the right pane. I'm thinking it most likely is an IE 10 issue. I recently acquired a Windows 8/IE 10 machine and hope to investigate this more within the next week or so and determine if the issue also happens within our Help systems that are opened from Web applications. I will post back with my findings at that time. Thanks for your help.

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Adobe Community Professional ,
Feb 19, 2013

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@Jeanne

I do see the issue on your server, that's why I want to put the same help on my server to prove (or not) the server is the issue.

I will upload it shortly and send the link privately to both you and Cathy.

@Cathy

The thread is now long but I tried Jeanne's help both locally and on a web server. Her help is generated using Rh10 but you tried that and still had issues. Try the link I will send you and then let's review things after that.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Adobe Community Professional ,
Feb 23, 2013

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Thread update.

I have been working on Jeanne's project and found that when I put the output Jeanne created onto my site, I hit the same problem. What I had been given to understand was a web server turned out not to be!

Since then I have regenerated Jeanne's help on two Rh10 machines, one on Windows 7 and one on Windows 8. Those outputs were then put on my site and they work as they should, at least they do for me. If Jeanne confirms the link works for her, then the common link with Cathy and Jeanne's projects is that they do not work when generated on their machines but do when I generate.

Once that has been established, the next step will be to investigate those two installations and the workflows.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Feb 25, 2013

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Peter,

I had time today to test the link for Jeanne's project from last week from 2/19 on my new Win8/IE 10 computer and I'm getting some inconsistent results.

The first time I opened her project, I was getting the blank page. However, the second time I went into the project after closing IE and trying again, everything seemed to work fine. Clicking on a topic in the Contents displayed that topic.

I am discovering similar issues with my projects that I open locally as well. The first time in, I see the blank page, but the second time I open it, it works fine. This is even true with the project I was having issues with when opened from the desktop application.

There is an exception. The project I generated in RH 10 seems to be opening correctly the first time I open it and I don't see a blank page in the right pane when I click a topic in the Contents in the left pane.

But, I've since discovered another issue. The Index does not display correctly when I click any keyword or subkeyword that is linked to more than one topic and topic names are cut off. This is true with projects in RH 10 and RH 9 and 7. Jeanne doesn't use an index so this issue probably doesn't affect her.

I then restarted the computer and tried again everything again and the same issues occurred. The first time into the Help, I get the blank page, the second time it works. And the projects created in RH 10 work fine the first time. But the same issues exist with all projects with the Index not displaying correctly. 

Your previous post talks about checking another link where you put your latest output. Which link is this? If you give me that link, I will try to test that as well. Thanks.

Cathy

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New Here ,
Feb 25, 2013

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Cathy,

You will see the Help work correctly on subsequent attempts if you do not clear the browser cache (not just the history, you must clear cached web pages as well).

Go to some other page (like Google) and then click: Tools > Internet options > Delete > Temporary Internet files and website files.

Problems updating content in ANY of the frames does not work correctly unless you resize the window. This includes:

clicking a link to show a new topic

clicking a tab to display the TOC or index

clicking on an entry in the TOC or Index.

Basically, any time a frame needs to display new content, it fails unless you resize the browser window.

Just FYI, the META tag proposed as a workaround earlier in this thread works fine.

Jeanne

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Adobe Community Professional ,
Feb 25, 2013

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Late here so will read properly in the morning. Link is in an email. Jeanne mentions clearing the browser history is important. 

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Adobe Community Professional ,
Feb 26, 2013

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I need to recheck some things based on an email from Jeanne and I cannot do that until I am back in the office.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Explorer ,
Feb 26, 2013

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Jeanne,

When I clear the cache, it doesn't work on subsequent attempts. The exception is still the project I created in RH 10. In this project, the Contents displays the page correctly the first time and subsequent times. However, the index still has the same problem and keywords linked to multiple topics don't display correctly in the drop-down list when you click that keyword.

Peter,

I tried the link you e-mailed to me this morning and that project still has the same issue with the blank page when I open it on Win 8 / IE 10.

Cathy

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Adobe Community Professional ,
Feb 28, 2013

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I have just tried again on the Windows 8 IE10 machine and I checked that temporary internet files were deleted. As stated before, I have ticked the option to always delete.

I had to type in the URL so clearly that had been cleared as well.

The default topic links are working as they should so I really suspect your browser settings but I don't know what it could be. Next week I will be meeting with an Adobe person so I will see what they know.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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New Here ,
Feb 28, 2013

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Just an idea - check these setting:

Tools > Compatibility View settings

The defaults are Compatibility View off for all sites, but Compatibility View on for intranet sites. Also, the site should not be listed in the compatibility view list (i.e. it hasn't been added to the Compatibility View list).

In addition, Microsoft maintains a list of sites which are known to require compatibility view, and uses it automatically for those sites. 

See http://windows.microsoft.com/en-US/internet-explorer/ie10-win8-privacy-statement

So I'm wondering if the browser you are using is using compatibility view automatically for some reason? I think it will be shown as active (not grayed)in the Tools menu if it is not being used for the current page.

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Adobe Community Professional ,
Feb 28, 2013

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I don't think Compatibility was enabled. I certainly have not set it to be. Cannot check that machine until Monday week.

I have reported this to Adobe and will check any IE10 machine I can.

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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Adobe Community Professional ,
Mar 11, 2013

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I have managed to force the issue on my Windows 8 machine. I think the key one was deselecting the first check box as the URL was a Favourite.

ie10settings.PNG

I spoke to Adobe about this whilst I was at WritersUA and will be following up.


See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Please use the blue Reply button rather than the black text Reply to keep posts in time order. It helps.
See www.grainge.org for free RoboHelp and Authoring Information.

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New Here ,
Mar 11, 2013

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Great! Thanks for persisting.

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