Robohelp freezes after Preview (eye button) pressed

Explorer ,
May 07, 2021 May 07, 2021

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Adobe Robohelp 2020.4.173
Windows 10

 

Hi all, 
On one of our devices that use Robohelp, we observe the next issue.
After the user generates Frameless output and presses the eye button, the browser appears but Robo window turns completely white and stop to respond. Please check the screenshot below.

defaultv667u7s1tnd8_0-1620378725831.png

Nothing helps except reload.
Thank you for an advise. 

 

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Adobe Community Professional ,
May 07, 2021 May 07, 2021

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@defaultv667u7s1tnd8 You can get a more friendly username in your profile.

 

You need to ascertain whether this is an installation issue or a project issue. In My RoboHelp Projects you will find the About RoboHelp sample project. See if you can generate a frameless output from that.

  • If you can then it is not the installation.
  • If you cannot then it looks like the project.

 

If it is the installation you will have to uninstall and reinstall. Your project will not be affected and you can retain your settings.

 

If it is not the installation then it is something in the project. The first two things to try would be:-

  1. Create a new preset and try that.
  2. Try the project on another machine.

 

Post back to let us know whether or not this has resolved the issue.

________________________________________________________
See www.grainge.org for free Authoring and RoboHelp Information

Please 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 ,
May 07, 2021 May 07, 2021

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Hi Peter. 
Few note:
This project on this machine with this installation works well untill some changes were pulled from GitHub. BUT another user that pushed them, do not observe any issues. 
So. 1) this project works well on another machine. 
2) When changing Skin on a machine with issue it still exists after generation
3) When running another project on a machine with issue - there is no issue after pressing Preview 

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Adobe Community Professional ,
May 07, 2021 May 07, 2021

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Ah! Source control is involved, you didn't mention that. 🙂

 

Have you tried taking a full fresh copy of the project? Beyond that source control is not my area.

________________________________________________________
See www.grainge.org for free Authoring and RoboHelp Information

Please 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 ,
May 11, 2021 May 11, 2021

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We haven't observe such issues with Git Source Control before. 
Do you mean fresh copy of source controlled project? With or without source control folders? 

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Explorer ,
May 14, 2021 May 14, 2021

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Tested with sample project - issue is gone. Any suggestions?

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Adobe Community Professional ,
May 14, 2021 May 14, 2021

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That would indicatte that the issue is in the project - this isn't the same machine & project as is in this thread - https://community.adobe.com/t5/robohelp/frameless-generation-failed-with-empty-error/m-p/12036554#M1... - is it??

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Explorer ,
May 14, 2021 May 14, 2021

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It is, however this issue we observe only on 1 devices, when this issues exists in both

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RoboHelp Documentation