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RoboHelp 10 Web Help output is a blank page in IE 11, even after applying all the fixes from Adobe!

New Here ,
Jun 26, 2015

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I've applied all of the Adobe fixes but still get the blank page in IE 11. It even says "Blank page" on the title bar.

Chrome works fine. FireFox not at all (even with the Adobe fix added).

Not sure what else to do. My initial configuration when I got TCS4 was with IE 8. That was fine. Then, with the company mandated upgrades from IE, it started to give blank pages. All of the Adobe fixes - RH10.zip, FixForRH10Install.zip, IE11Fix_RH10.zip, whutils.zip (FireFox) - have added up to:

  • Not working with FireFox
  • IE 11 opens a blank page. On the software it's in, there are two help options -- to open the help at the initial page, or to open it at the specific dialog box you're in. It doesn't open the initial page, but will open the individual dialog help pages.
  • No problems with Chrome.

Is this an Adobe issue, browser issue, or my own lack of understanding issue??

I had a developer look at it briefly, and below are his initial comments.

Any insight as to what to do would be appreciated. Thanks,

dan

==========================================================================================================================

On chrome, basically, the code open a blank window with method window.open(), and then reset the window URL to the target html page so that the blank window get refreshed with correct HTML content, but sometimes not sure under what condition, the second window.open() just open a new window instead of using the already opened blank window. Check the below chrome debugger screenshot for detail, line 232 and 233.

A2--0024.png

 

 

Things even strange on Firefox, it always popup two windows, the first is blank, the second displays the help content. The follow screenshot shows where the two windows pop-up, it is quite different with Chrome.

 

A2--0025.png

 

 

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RoboHelp 10 Web Help output is a blank page in IE 11, even after applying all the fixes from Adobe!

New Here ,
Jun 26, 2015

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I've applied all of the Adobe fixes but still get the blank page in IE 11. It even says "Blank page" on the title bar.

Chrome works fine. FireFox not at all (even with the Adobe fix added).

Not sure what else to do. My initial configuration when I got TCS4 was with IE 8. That was fine. Then, with the company mandated upgrades from IE, it started to give blank pages. All of the Adobe fixes - RH10.zip, FixForRH10Install.zip, IE11Fix_RH10.zip, whutils.zip (FireFox) - have added up to:

  • Not working with FireFox
  • IE 11 opens a blank page. On the software it's in, there are two help options -- to open the help at the initial page, or to open it at the specific dialog box you're in. It doesn't open the initial page, but will open the individual dialog help pages.
  • No problems with Chrome.

Is this an Adobe issue, browser issue, or my own lack of understanding issue??

I had a developer look at it briefly, and below are his initial comments.

Any insight as to what to do would be appreciated. Thanks,

dan

==========================================================================================================================

On chrome, basically, the code open a blank window with method window.open(), and then reset the window URL to the target html page so that the blank window get refreshed with correct HTML content, but sometimes not sure under what condition, the second window.open() just open a new window instead of using the already opened blank window. Check the below chrome debugger screenshot for detail, line 232 and 233.

A2--0024.png

 

 

Things even strange on Firefox, it always popup two windows, the first is blank, the second displays the help content. The follow screenshot shows where the two windows pop-up, it is quite different with Chrome.

 

A2--0025.png

 

 

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Adobe Community Professional ,
Jun 26, 2015

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What version of RH10 are you at now? I know it did work in RH10, because I was producing WebHelp that worked on all three browsers a couple of months ago on RH10.

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New Here ,
Jun 26, 2015

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Just checked, and it's 10.0.1.292.

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Adobe Community Professional ,
Jun 26, 2015

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Have a look-see at Willam’s site - http://www.wvanweelden.eu/articles/robohelp-patches-and-updates

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New Here ,
Jun 26, 2015

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Yes, that site is familiar! 

I've previously applied most of those fixes:

  • "WebHelp issues in RoboHelp versions 10 and 11" -- RH10.zip
  • "Published Help topics not visible in Internet Explorer 10" -- the fix for New WebHelp output (FixForRH10install.zip)
  • "WebHelp published output issues for Firefox version 35" - whutils.zip

FireFox results

I re-applied the fix and at least it works somewhat.

On my software's main toolbar is a Help button with choices for "Help Contents" and "Help Topic".

  • "Help Contents" opens the main, initial online help page (that contains the TOC, IX, and Search). The issue here is that clicking this opens TWO pages now -- one is blank (titled "about:blank") and the other contains the help contents. I just need to find out how to get rid of that blank page.
  • "Help Topic" opens the specific page for the current topic in focus. This works.

IE 11 results

"Help Topic" works, opening the individual page.

"Help Contents", which should open the main online help page, opens blank. (The title bar says "Blank Page")

Chrome results

Thankfully, no problems!


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Adobe Community Professional ,
Jun 29, 2015

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You may have to add the location of your help files as a “Trusted Location” in IE11 – that helped with my WebHelp that is installed on LAN servers (not on a web server). Check that your FF is up to date and that you’ve enabled JavaScript.

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New Here ,
Jun 29, 2015

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I tried adding the location as a trusted site and enabling javascript, but to no avail. Tried newwnd=false and newwnd=true, but no change there either.

Is there anything else in whcsh_home.htm that could be causing this? I've seen mention of SwitchURL() in some posts, which is where "about:blank" shows up (since in FireFox the 2nd window that opens is titled "about:blank." IE 11 is "Blank Page - Internet Explorer . . .")

I'm not sure of what else to do.

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Adobe Community Professional ,
Jun 29, 2015

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I’m pretty sure all the fixes were in the WebHelp5Ext > template_stock folder’s js files. Would you like a copy of mine all zipped up to compare against?

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New Here ,
Jun 29, 2015

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That would be great. Thank you!

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Adobe Community Professional ,
Jun 29, 2015

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Send me a PM with your e-mail & I’ll zip it up.

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New Here ,
Jun 29, 2015

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This is my work email, so that’s probably best – dan (dot) cotton (at) infor (dot) com

Dan Cotton – Information Developer, Sr.

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Adobe Community Professional ,
Jun 29, 2015

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Generally we don’t expose our e-mail addresses because of spam bots. I’ve zipped it up & sent it to you. See if it comes through; if not, I’ll use my Dropbox account.

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New Here ,
Jun 29, 2015

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Sorry about that.

Got the zip and copied it into the Program Files location. Unfortunately, I got the same results as before.

  • Chrome works fine
  • FireFox works, except that it creates a blank page along with the Help Contents
  • IE 11 opens the particular help topic, but still gives a blank Help Contents page.


When I was running IE 8, it worked fine. Now that I've finally upgraded to IE 11, it doesn't want to cooperate.

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New Here ,
Jun 29, 2015

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If it opens without problems in Chrome and FireFox (except for the extra blank page), would that indicate a setting in IE 11 that needs adjustment?

I've added my site to the trusted sites list, but that didn't make a difference. I didn't see any other options that might help, unless it's something in Advanced Settings.

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Adobe Community Professional ,
Jun 29, 2015

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Did you regenerate the WebHelp after the zip went in?

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New Here ,
Jun 29, 2015

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Yes, I copied/pasted the zip files twice, just to be sure. Each generation, though, still has the blank page.

Dan Cotton – Information Developer, Sr.

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LEGEND ,
Jun 29, 2015

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I've edited the responses to try and obfuscate the email addresses.

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New Here ,
Jun 29, 2015

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Sorry. I’ve edited my preferences, so maybe that’ll work.

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LEGEND ,
Jul 01, 2015

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I'm a bit late to the party, but if I read the conversation correctly, it's not solved, right?

The first post suggests a problem with a context sensitive help call. Can you try not opening the help in a popup? That may help solve this problem. (Add >>newwnd=false to the URL.)

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New Here ,
Jul 01, 2015

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Yes, that’ right. Still being puzzled over. The only new news is that the developer at my work who has looked it over

Adobe Tech  Support says it’s not their issue. A developer at my work has looked into it briefly and hasn’t come to any conclusions yet. He did say that, regarding how the online help is called from the software, the following method is used to open a new window for displaying the help content:

window.RH_ShowHelp(0, '/mhelp/index.htm>Mainwindow', 1, 0)

Where the “RH_ShowHelp” method is from the javascript file RoboHelp_CSH.js (in the RH program files).

As for newwnd=true/false, I’ve tried it both ways, with no improvement either way.  ☹

-- Edited by Willam van Weelden: Removed email address

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LEGEND ,
Jul 06, 2015

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If you use the ShowHelp function, try the following: In the MainWindow Windows settings, enable the 'Use Default Browser Settings' options to disable the additional popup.

The >>newwnd=false only works if you call the help through a URL yourself.

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New Here ,
Jul 06, 2015

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I’m not quite sure where this setting might be, though.

In the main window, there’s a Window > Windows option on the toolbar. This opens a Windows dialog, which is blank.

On the Project Set-up tab, double-clicking Windows > NewWindow opens the Window Properties dialog, but this is for a new window. The “Use Default Browser Settings” options is apparently selected by default.

Is there another location to find this setting?

-- Edited by Willam van Weelden: removed email

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LEGEND ,
Jul 06, 2015

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The setting in the Project Set-up is the one I was talking about. I expected that to block the popup.

Before going all out, can you try the following? What I see from the JS api, this should have the desired effect:

window.RH_ShowHelp(0, '/mhelp/index.htm>Mainwindow>>newwnd=true', 1, 0)


This should block the popup.


-- I removed your email address from your earlier response. Please make sure to not include your email in forum messages unless you're interested in specific body part enlargement products 😉

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New Here ,
Jul 06, 2015

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I'll relay this to the developer that's helping out in-between his other projects. BTW, I've looked for ways to remove the email address, but apparently haven't found it yet. Where is this done?

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Adobe Community Professional ,
Jul 06, 2015

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Use the web forum to respond or strip off your signature line if using e-mail

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New Here ,
Jul 06, 2015

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Thanks!

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New Here ,
Jul 07, 2015

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Just wondering, when you said "before going all out," do you mean to uninstall/re-install RoboHelp? Or something else?

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LEGEND ,
Jul 08, 2015

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Going all out means modifying the API and the RH output scripts to avoid the problem. Not something you want to do when there is an alternative.

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