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RoboHelp11 is crashing very often

Participant ,
Mar 27, 2015

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Hi,

I am doing some work in my projects consisting of moving pictures and reassigning them in the projects, and RoboHelp is crashing very often. I have to save my work very often too in order that I do not loose too much of the changes.

I am running RoboHelp on a Windows 7 Professional virtual machine with 8GB of RAM and 2 processors, each with 2 cores. RoboHelp is at its latest update.

Do I have to do any particular tweaking on this machine in order to not have this happen so often?

Thank you.

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RoboHelp11 is crashing very often

Participant ,
Mar 27, 2015

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Hi,

I am doing some work in my projects consisting of moving pictures and reassigning them in the projects, and RoboHelp is crashing very often. I have to save my work very often too in order that I do not loose too much of the changes.

I am running RoboHelp on a Windows 7 Professional virtual machine with 8GB of RAM and 2 processors, each with 2 cores. RoboHelp is at its latest update.

Do I have to do any particular tweaking on this machine in order to not have this happen so often?

Thank you.

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LEGEND ,
Mar 27, 2015

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Try closing the project and renaming the <projectname>.cpd file to something like <projectname>old.cpd.

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Participant ,
Mar 27, 2015

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Thank you.

I did that, and hope it will be OK.

I will give it one hour, and if it does not crash till then, this is the solution.

I will let you know, OK?

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Participant ,
Mar 27, 2015

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It did not crash in the last hour, thank you!

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Participant ,
Mar 27, 2015

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I guess I spoke too soon...

Do I have to do this procedure every time it starts crashing like that?

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LEGEND ,
Mar 27, 2015

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Is there any pattern to when it crashes. For example, are the images inside tables or is it only one project that is affected. Are any other edits being performed? Where are the image files being moved from / to? Thrashing the .CPD file can help, but this sounds like there maybe an underlying cause.

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Participant ,
Mar 30, 2015

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It happens most of the times as I am in the dialog when I am looking for a picture to assign it in a text.

The screen goes whiteish and then I get the message that RoboHelp stopped working, and all I can do is restart it and hope for the better.

Before I did that operation with that file that you suggested it was crashing almost every 5 minutes, and after I renamed the file it got better, however after a hour or so it began doing it again.

Right now, I am doing a lot of pictures "manipulations" as I have them all over the project and I am trying to put them in only one folder, and because of the risk of crash I save my work every 5 minutes or so. But it is slowly getting on my nerves.

It is not happening just with one project, unfortunately, so I guess it is a RoboHelp issue.

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LEGEND ,
Mar 30, 2015

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I would beg to differ. The fact that it is only happening in one project suggests the problem is the project or something the project is interacting with. Does it crash before, during or after you select the image you are adding? How many images are there and where are they located? Could you give us the path to them?

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Participant ,
Mar 30, 2015

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It is happening for other projects, so it is not limited to only one.

I have a fairly amount of pictures and all of them are located in different folders inside the project's folder. Right now I am in the process of putting all pictures in only one folder for each project, and doing the corresponding reassignment inside the projects. And as I am opening the dialog for searching the picture, or as I am already inside this dialog, or when I am about to finish (click on Open) in this dialog, this is when the crashing is happening.

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Mar 30, 2015

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Hi,

Have you run robohelp as administrator so far ?

If not , please do.

Also before you do that please go to the following location C:\Users\username\AppData\Roaming\Adobe\RoboHTML and rename the 11.00 folder to 11.00_old and then run robohelp as administrator.

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Participant ,
Mar 30, 2015

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I will try to run RoboHelp as Administrator. I know that Win7 has this issue with the role of administrator, and I saw that a lot of software, in order to function properly, have to be ran as Administrator.

I will let you know if it is crashing so often, OK?

Thank you for your suggestion.

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Mar 30, 2015

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Great ! In the meanwhile let me see if there are other things we can look into.

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Participant ,
Mar 30, 2015

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Still doing it. I just opened a project, tried to look for a picture in the Select Image File dialog, and as I was looking for the picture, it crashed.

So this is not a solution...

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LEGEND ,
Mar 30, 2015

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Sorry. I misread your mention of it happening on many projects.

Where are the images located? If they are on a network drive, try copying them to a local drive (e.g. Desktop).

Is there anything unusual about these images? For example, are they all the same file type? How large are they?

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LEGEND ,
Mar 30, 2015

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Try creating a brand new project, add a couple of topics and then try adding your images to them. Does RH crash? If not, try importing a few of the topics from one of your live projects. Then try adding the images to them. Let us know how you get on.

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Mar 30, 2015

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You may install the update for robohelp using this link : Adobe - Support : RoboHelp Support Center : Service Releases

Then run robohelp using admin.

What output are you publishing ? Where is it being published ?

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Participant ,
Mar 30, 2015

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The images are local in the project folder. I do not have any network based images.

The size is fairly small, under 100KB.

Regarding your next suggestion about creating a new project and try to do some operations on it, I do not think I have the necessary time for that. I have to do the same thing to 8 more projects, i.e. "centralizing" all the images in one folder.

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Participant ,
Mar 30, 2015

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I have the latest update installed, i.e. 11.0.4.297, so I do not think there is a better update available.

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Mar 30, 2015

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Is it possible to reinstall ?

Could you also share at what point it crashes ? I mean during publish or inserting image etc?

Do you have any other version of robohelp as well on this machine ?

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Participant ,
Mar 30, 2015

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I gave RoboColumn, if you check above, all the details that you are asking me.

I would try to reinstall, but I do not think I will do it today, maybe tomorrow.

The crashing, at least for the time being, does not have anything to do with publishing. As I was telling RoboColumn before, it is happening during the process of reassigning of images, i.e. I was having them before scattered inside the project folder, as imports happened, and I am in the process of having all pictures in one folder inside the project's folder.

I do not have any other version of RoboHelp on my machine.

Thank you.

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Adobe Community Professional ,
Mar 30, 2015

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I would doubt it is the fact that your images are in different folders and that putting them all in one folder will make any difference. I have had projects set up both ways and it makes no difference.

Given that what Colum has suggested has not resolved the issue, I think I too would make the same suggestion as Anvinder. Sometimes people working on the forum will just respond without reading all the way through the thread, especially a long one and when they are pushed for time.

Post back when you have done the reinstall. Do make you apply the patches before testing your project.


See www.grainge.org for RoboHelp and Authoring tips

@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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Participant ,
Mar 30, 2015

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Hi Peter,

Thank you for your reply.

I did not say that this is the reason it is happening, I was merely stating what I was doing as RoboHelp was crashing.

It is during that reassigning that RoboHelp is crashing. Either as I am looking for the picture in the Select Image File dialog, or as I copy a file in that dialog.

Otherwise, RoboHelp is working fine, therefore I did not think of reinstalling it.

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Participant ,
Mar 30, 2015

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It just crashed again, and in the Adobe RoboHelp 11 has stopped working dialog there are the following details, if they help at all:

Problem signature:

  Problem Event Name:    APPCRASH

  Application Name:    RoboHTML.exe

  Application Version:    11.0.4.291

  Application Timestamp:    54c7aa34

  Fault Module Name:    StackHash_644b

  Fault Module Version:    6.1.7601.18247

  Fault Module Timestamp:    521ea8e7

  Exception Code:    c0000374

  Exception Offset:    000ce753

  OS Version:    6.1.7601.2.1.0.256.4

  Locale ID:    1033

  Additional Information 1:    644b

  Additional Information 2:    644ba64d41ef454cab3189c818f83918

  Additional Information 3:    1e0a

  Additional Information 4:    1e0ab6a2ed6a41f8c08a48dc21cca1cb

Read our privacy statement online:

  http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

If the online privacy statement is not available, please read our privacy statement offline:

  C:\Windows\system32\en-US\erofflps.txt

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Adobe Community Professional ,
Mar 30, 2015

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Unfortunately that would only help Adobe.

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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Participant ,
Mar 30, 2015

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Would there be any way to let them know about that?

Is there a support e-mail address or a forum?

Thank you.

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Mar 31, 2015

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I think you should try the following :  delete the xpj and the cpd files of the project and then open the project using the hhp file.

Before you do that make sure you have created a back up copy of the project.

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Participant ,
Mar 31, 2015

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Thank you very much Anvinder for the suggestion, however I have something else to finish right now, and afterwards, I will have to save the project anyways, OK?

Then I will try what you suggested me and let you know how it goes.

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Mar 31, 2015

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Sure, I think this should fix it.

In case if t doesn't, i will explore other options. 

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Participant ,
Mar 31, 2015

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Thank you very much Anvinder

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Participant ,
Mar 31, 2015

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The only thing that I do not quite understand is, should I do this for all the projects where I am experiencing this issue?

Because it is happening in all the projects where I was doing this type of operations.

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Mar 31, 2015

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Once you have tried this on a project , it should not  occur again.

Yes i think you need to do this with other projects as well.

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Adobe Community Professional ,
Mar 31, 2015

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Take a look at Opening Projects on my site to understand the implications

of deleting the xpj file.

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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Participant ,
Mar 31, 2015

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Thank you Peter,

I will give it a shot, and see what happens.

The only thing is that I do not quite understand why 2 projects are affected by the same thing...

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Adobe Community Professional ,
Mar 31, 2015

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I can only think there is something in your workflow that Rh doesn't like but what it is...

Does it happen if you use the sample projects? Click Open on the RoboHelp Starter page and then click Samples in the ribbon on the left. (Sorry if we've already asked this.)


See www.grainge.org for RoboHelp and Authoring tips

@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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Participant ,
Apr 01, 2015

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Till now it happened in all the projects that I was doing that kind of pictures manipulation, i.e. copy the picture from one folder to another folder and reassigning the new location in the project. Both folders were in the project's folder, so nothing on the network or outside the project's folder.

As it happened with all projects that I opened till now, I guess it is an issue related more to RH and not so much to the projects themselves.

I will try eventually to reinstall RH.

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Adobe Community Professional ,
Apr 02, 2015

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Till now it happened in all the projects that I was doing that kind of pictures manipulation, i.e. copy the picture from one folder to another folder and reassigning the new location in the project.

So you would copy the pictures from a folder in one project to a folder in another project using Windows File Explorer, at which point project 2 would not show them, and then insert the image via the Rh interface, correct?

If so, that should be OK. If you are doing it some other way, please be specific as you have said what you are doing but not the exact steps. That is where I am trying to find some flaw in the workflow.


See www.grainge.org for RoboHelp and Authoring tips

@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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Participant ,
Apr 02, 2015

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I imported the project from a Word document, and through the importing process the pictures got scattered all over the project's folder. I just want to have all the pictures in only one folder.

What I am doing is:

1 - double click on the picture that I want moved and then click on the Search button. The search window goes to the folder where I want the pictures to be

2 - go to the folder where the picture is, and cut it

3 - paste it in the search window, and select it

4 - close the picture dialog

5 - go to the next picture

The crashing happens usually at step 3 or 4.

I hope this is clear enough.

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Adobe Community Professional ,
Apr 14, 2015

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Sorry for the delay. Dealing with some family matters.

To be honest, I am not following what you are doing. Double clicking in what program and how does that open a Search window?

Search window where?

Some screenshots would certainly help.


See www.grainge.org for RoboHelp and Authoring tips

@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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