I've seen postings about this before, but we're seeing searches fail with the message "Sorry, we were unable to find a good answer for your question." even though the term being searched is present in countless places within the help.
To address this we have increased the java heap space, as advocated elsewhere and we are seeing the same intermittent problem. Digging into this further we've examined the SQL server logs and according to one of our engineers it appears that RoboHelp is occassionally passing invalid syntax as part of its search query, which causes the search engine (Lucene, I guess) to throw the error.
The pattern seems to be that a particular term or two will produce the "Sorry..." message for a week or so then another term or two will exhibit the problem and the original terms will work properly.
Here's another puzzing detail: if I right-click the body of the WebHelp Pro help page and cut the URL from the Properties dialog and then paste the same URL into a different browser page, log in past the Admin page, and perform the same search, then the search works fine.
Has anyone experienced this sort of behavior? Any ideas what might be going on?
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