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RoboHelp 2019 and SharePoint Online connection profile

Explorer ,
Sep 10, 2018

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Has anybody successfully create a connection profile to SharePoint Online in RoboHelp 2019? I tried creating a new one but even after successfully logging in, the Save button is still disabled.

After several days of troubleshooting, my final challenges with RH 2019 came down to a folder that needed to be created under the root document library of SharePoint.

To summarize

  • if you are working behind a corporate firewall layered with security/monitoring software like ForcePoint or antivirus application, it's very likely that you will have to whitelist a lot of the urls that Adobe RoboHelp uses behind the scenes, like, microsoftonline.com, live.com, adobexxx.com, etc.;
  • make sure versioning is configured on your SP lists/document libraries
  • make sure you create a folder specific to your project in your list/document libraries

Adobe, care to provide the people here that list of urls that need to be whitelisted as well as improve your product support and documentation? Have you even tested your products behind a firewall and with antivirus/antimalware software in place before claiming it works with other products? Geez

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RoboHelp 2019 and SharePoint Online connection profile

Explorer ,
Sep 10, 2018

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Has anybody successfully create a connection profile to SharePoint Online in RoboHelp 2019? I tried creating a new one but even after successfully logging in, the Save button is still disabled.

After several days of troubleshooting, my final challenges with RH 2019 came down to a folder that needed to be created under the root document library of SharePoint.

To summarize

  • if you are working behind a corporate firewall layered with security/monitoring software like ForcePoint or antivirus application, it's very likely that you will have to whitelist a lot of the urls that Adobe RoboHelp uses behind the scenes, like, microsoftonline.com, live.com, adobexxx.com, etc.;
  • make sure versioning is configured on your SP lists/document libraries
  • make sure you create a folder specific to your project in your list/document libraries

Adobe, care to provide the people here that list of urls that need to be whitelisted as well as improve your product support and documentation? Have you even tested your products behind a firewall and with antivirus/antimalware software in place before claiming it works with other products? Geez

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Version control

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Adobe Community Professional ,
Sep 10, 2018

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[moved from Adobe Creative Cloud to RoboHelp]

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Adobe Employee ,
Sep 10, 2018

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Just checking if you followed the steps mentioned here;

Connect to SharePoint in RoboHelp

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New Here ,
Sep 11, 2018

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Same question here. Yes, I followed the steps but the save button doesn't turn to active, so saving is not possible.

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Explorer ,
Sep 11, 2018

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Yes I have. and the Save button is still disabled.

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Explorer ,
Sep 13, 2018

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RoboHelp talks to sharepoint on a local network, like it says on the tin. But not when sharepoint is accessed via the cloud. Which it neglects to mention on the tin. Not very helpful, but that's the root of the problem. I think it might be because compiled help looks quite like a virus, to virus protection software.

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Explorer ,
Sep 13, 2018

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...and firewalls.

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Explorer ,
Sep 13, 2018

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OOPS! I just looked at whats new rh2019 (I'm using an earlier version) and it does claim to talk to sharepoint online. Mea culpa.

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Adobe Community Professional ,
Sep 13, 2018

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It talks to SharePoint Online for source control. What you can't do yet is publish an output to Sharepoint, other than if using 2019 Classic.


See www.grainge.org for free 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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Explorer ,
Sep 13, 2018

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You might be on to something John. I did try to connect outside of our corporate network and then everything worked. The only question now is which ports should be allowed. At its current state, our firewall allows connections to 443, 80, 20, and 21 by default which means there are other ports that are likely being blocked that RH needs.

As soon as I hear from our Network folks, I will update this thread.

Thanks for responding!

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Explorer ,
Sep 14, 2018

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Hey, maybe you should change your username to IwouldrathernotuseSharepointonline. I know I wouldn't. Many years ago we had to change the file extension of htm files to .txt in order to email them to our colleagues, which they would then change back to .htm after saving them on their hard drives. Otherwise they wouldn't send. Publishing content across the cloud means more firewalls and anti virus software are encountered en route, some of which may not necessarily be under the control of a friendly tech guy. Plus changing the file extension of every potentially "naughty" file in a rh project and then changing them back at the other end is unworkable.

I'm sure the cloud is a wonderful thing for corporate quasi-social networking groups and zapping word docs and excel spreadsheets around. But as a conduit for publishing (or accessing from what I've seen) online help, it sucks.

ps I'm not very techie but wonder if adobe could write a macro to set all "potentially naughty" file extensions to .txt when publishing and then change them back at the other end. Would that fix the problem?

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New Here ,
Sep 16, 2018

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If this is case, I assume Adobe can tell us the applicable ports so we don't have to figure this out ourselves?

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New Here ,
Sep 17, 2018

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Hi,

Please try it again after upgrading to update 1.Go to Help>Update and it will show you update 1.

We have fixed the API call for enterprise connection.

Please let us know in case you still face this issue.

Thanks and Regards,
Surbhi Maheshwari

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New Here ,
Sep 17, 2018

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Works for me, save button is working. Now I can continue testing the collaborations part. Thanks for the support!

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New Here ,
Sep 17, 2018

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Thanks for confirming.

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Adobe Employee ,
Sep 17, 2018

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Can you please send out a test email to my email address as we need some more information so best if we could connect on email.

thanks

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New Here ,
Sep 18, 2018

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While in our case the connection to sharepoint is working (from two different laptops) we are not able to share. One user can upload a robohelp project to sharepoint however when second user wants to connect (download) this project from sharepont we are not able to select anything in the 'selection' window. When we do continue and fill the 'repository details' window it is actually creating a new, empty project (as nothing is selected).

Also when trying to upload a second project to sharepoint there is no option to select the specific path when you come in exactly the same selection window.

When we set an option in the selection window it is checked (blue) for a moment but directly refreshes and unselect everything.

How do we select the correct path from sharepoint?

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New Here ,
Sep 18, 2018

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Hi,

When you uploaded project from one user, did you give permission to second user for edit? To know this you can open the sharepoint site in web browser from second user and see if on project folder, download option coming.

Download option in sharepoint gets enabled when permission is given on a particular folder.

Please check and let me know.

Thanks and Regards,
Surbhi Maheshwari

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New Here ,
Sep 18, 2018

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Yes, all 5 users are 'owner' and have full access to all the files. Please notice that also when trying to upload a second project we can not make any selection in the window to define another folder on the sharepoint....

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Explorer ,
Sep 18, 2018

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I have sent one yesterday, already. I also attached the zipped logs. As I mentioned, the log was also encrypted by Zix.

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New Here ,
Sep 18, 2018

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Hi,

Folder has to be created on sharepoint and then you can upload your folder from RoboHelp.

Right now support to create a new folder on sharepoint from RoboHelp is not there.

If all users have full access rights then second user should be able to download that project. Can you please share a screenshot for this issue?

Thanks and Regards,
Surbhi Maheshwari

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New Here ,
Sep 19, 2018

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Surbhi,

Thanks for the response. We managed to get one project up and running with sharepoint. Unfortunately this directly brings up more questions while testing the interaction. I am not sure to post this questions here or in a new thread but we have the following questions:

1) It is still not clear how the 'selection window' exactly works (see my first question), both in uploading and downloading of a project to sharepoint:

SelectionWindow.png

2) We set all the 3 options active in Version Control including automatically check in and check out on save, however don't actually see this working or we don't understand how this should work:

ApplicationSettings.jpg

3) Refresh status under Collaborate should give the check in / check out status of the files but again we don't see any result:

Refresh.jpg

Before making the decision to use this on our live project we would like to understand the whole mechanism. Is there any other help or instruction manual available besides the online help?

Regards.

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Explorer ,
Sep 17, 2018

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Hi Surbhi!

The update installer gets stuck at 83% and no prompts appear. It stays on less than a minute for hours.

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Adobe Employee ,
Sep 17, 2018

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Can you share the installer log file to help debug the issue.

please use to share the zip file containing the logs once.

Log Collector Tool

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Explorer ,
Sep 17, 2018

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After installing the collector tool, the tool started up and now it's stuck at a spinning wheel. Is there an action I need to take? Do I run the tool while I am trying to update RH?

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Adobe Employee ,
Sep 17, 2018

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Ideally no, Can you stop that process from try log collector tool once.

thanks

Amitoj Singh

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Explorer ,
Sep 17, 2018

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Hi Amitoj!

The collector has completed. It did report an error that it couldn't connect to Adobe. It did, however, generate the zxp file. How do I send the zxp? I prefer not to post the log on this thread as I am not sure what kind of information you have collected.

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Adobe Employee ,
Sep 17, 2018

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please mail to amisingh@adobe.com

thanks,

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Explorer ,
Sep 26, 2018

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An update:

We have isolated the issue to an internal security software through process of elimination.

  • I disconnected from our corporate network and ran RH, and I was able to create the connection profile successfully; There was a catch, though: I did have to partially connect to our internal network as RH kept freezing on initializing itself. Why? Maybe Adobe can provide some explanation. Once RH was up and running, I disconnected again from our corporate network and things work until it was time to check in. RH threw a very generic application error with no clue as to what is wrong.
  • We then defined some urls and common .exe related to RH and we were able to have a level of success similar to the first bullet but this time, tunneled in through VPN; RH still threw the same very generic, useless error "Application encountered an error"
  • Lastly, connecting inside the corporate network yielded no amount of success

In summary, we purchased a product that we cannot use in a secure corporate environment. Two Adobe support folks have tried to connect to my PC and got me nowhere close to a solution, in fact, one of them ended up messing up my registry when she tried to uninstall the application.

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Adobe Community Professional ,
Sep 26, 2018

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I have pinged someone who may be able to help.

Peter Grainge

www.grainge.org

@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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Explorer ,
Sep 26, 2018

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Thanks, Peter!

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Explorer ,
Oct 04, 2018

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We still have no success. A ticket (CRM:01094000002529) has been opened with Adobe (before I posted this), but the resource Adobe has provided is from a different time zone and he has no idea as to how time zones work. He calls at no predetermined time and expected me to pick up his call.

As of my last attempt, I was able to get past the firewall issues (again, no thanks to Adobe's amazing documentation). However, when I try to save or check-in, I get a very generic application error

roboerror.jpg

I looked at the obvious (and not so obvious) places that Adobe might bury the logs in Windows but I could not find any clues what this very detailed error is about.

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New Here ,
Oct 04, 2018

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Hi,

Apologies for late reply. I was on leave for some days.

Let me help you with this issue.

First of all were you able to install update 1 successfully?

If yes when you create a sharepoint profile you see application error?

If needed we can have a connect call and debug the issue.

Thanks and Regards,

Surbhi Maheshwari

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Explorer ,
Oct 04, 2018

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Someone from your TCS has reached out and scheduled a conference call sometime today. His name Pankaj Kumar.

To answer your questions:

First of all were you able to install update 1 successfully? Yes

If yes when you create a sharepoint profile you see application error? I was able to successfully create a profile after whitelisting some urls in our security software (ForcePoint), however, now that I have created a connection, when I try to check the changes in (or even save it), I get this error:

roboerror.jpg

and no other details are provided.

If you wish to connect to my pc, let me know what works for you. The other Adobe resource from Customer Support will try to connect later at 10 EST, however, I would rather interact with you since you have more details as to what has happened so far.

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