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RH 2015 - IE 11 Search issue: Failed to load XML file

New Here ,
Aug 24, 2016

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We recently upgraded to RoboHelp 2015, but it seems that many some of our users are running into a problem when search our published Webhelp system using IE 11: They will search a term and the results field will display: "Error: Failed to load xml file". This is happening sporadically. Some users can refresh their screen and the search problems will go away. For others it persists. For some people the problem will go away when we republish the system, only to find someone else with the problem the next day. I can't seem to replicate it on my machine.

Any ideas what it might be? I've updated to the latest version (12.0.3.428) and this problem does not exist in Chrome.

Thanks,

Greg

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RH 2015 - IE 11 Search issue: Failed to load XML file

New Here ,
Aug 24, 2016

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We recently upgraded to RoboHelp 2015, but it seems that many some of our users are running into a problem when search our published Webhelp system using IE 11: They will search a term and the results field will display: "Error: Failed to load xml file". This is happening sporadically. Some users can refresh their screen and the search problems will go away. For others it persists. For some people the problem will go away when we republish the system, only to find someone else with the problem the next day. I can't seem to replicate it on my machine.

Any ideas what it might be? I've updated to the latest version (12.0.3.428) and this problem does not exist in Chrome.

Thanks,

Greg

Topics

Classic, WebHelp

Views

875

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Aug 24, 2016 0
Adobe Community Professional ,
Aug 25, 2016

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Have you perhaps generated WebHelp Pro but not to a server with RoboHelp Server installed?

See Failed to load XML file

Otherwise, go the main RoboHelp forum and enter "failed to load xml file" there. Plenty of posts covering the matter. That forum will search all the RoboHelp forums.


See www.grainge.org for RoboHelp and Authoring information

@petergrainge

www.grainge.org for free RoboHelp & Authoring info. Use the blue Reply button at the top to help me help you.
The black Reply link nests replies and they sort out of order.

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Aug 25, 2016 0
New Here ,
Aug 25, 2016

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Thanks for the reply, Peter.

No, this is a typical WebHelp project that we've been using for years before upgrading from RoboHelp 9 to RoboHelp 2015 a few weeks ago. I've looked at the other threads, but i haven't really come across any solutions (other than people inadvertently publishing as WebHelp Pro). I'll try deleting the contents of the !SSL! file and republish, but since this only happens sporadically for some people, I'm not sure if that will help.

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Aug 25, 2016 0
Adobe Community Professional ,
Aug 25, 2016

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Post back when you have had a chance to see if it does help.


See www.grainge.org for RoboHelp and Authoring information

@petergrainge

www.grainge.org for free RoboHelp & Authoring info. Use the blue Reply button at the top to help me help you.
The black Reply link nests replies and they sort out of order.

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Aug 25, 2016 0
New Here ,
Aug 25, 2016

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Will do. We're re-publishing tonight so I'll survey our users in the morning.

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Aug 25, 2016 0
New Here ,
Aug 29, 2016

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Unfortunately, deleting the contents of the !SSL! file and republishing didn't work. I'll try the IE11 fix for RH 10 but I'm not sure that will work as I'm using Robohelp 2015.

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Aug 29, 2016 0
New Here ,
Sep 01, 2016

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Looks like the IE11 fix for RH 10 doesn't work either. I think those files were already updated correctly for RH 2015 anyway.

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Sep 01, 2016 0