I'm about to install CS6 but I can't get any help online. Whether I use Safari, Firefox or Chrome, the HELP PAGES for specific products (e.g. Photoshop, Lightroom, etc) REMAIN BLANK.
The Adobe chat page also remains blank.
There could be a problem with
http://www.adobe.com/go/gnav_help_en_us
(just an intuition).
I can read all other webpages on the adobe.com website OK.
I read in a discussion that help pages are managed by Air, so I checked if I have the latest version of Air installed. And I do.
I'm on Mac OSX 10.7.4.
I phoned the Adobe Germany and Adobe France hotlines, and they were very nice but couldn't explain the phenomenon.
Please help, because I am totally paralysed if I can't access online help on the site.
I've notified our engineering team to investigate.
Here's a possible short-term solution while we investigate the problem. Do the pages display when you click any of these direct links?
Photoshop:
(Deutsch) http://helpx.adobe.com/de/photoshop/topics.html
(Francais) http://helpx.adobe.com/fr/photoshop/topics.html
(English) http://helpx.adobe.com/de/photoshop/topics.html
Lightroom:
(Deutsch) http://help.adobe.com/de_DE/lightroom/using/index.html
(Francais) http://help.adobe.com/fr_FR/lightroom/using/index.html
(English) http://help.adobe.com/en_US/lightroom/using/index.html
Thanks,
Kirsti
Adobe Community Help & Learning team
When Safari launches after you choose the Help > Photoshop Online Help... menu item from within Photoshop itself, what URL is shown in Safari's address bar?
The URL you mention, http://www.adobe.com/go/gnav_help_en_us, is only used when you click the "Help" item in the gray navigation bar at the top of the pages on adobe.com. Does only that part of the page display, while the rest is blank? Thanks in advance for any information.
OK, echampio, here'sthe URL I get in Safari after I have asked for help from within Photoshop itself, but the page is blank: http://helpx.adobe.com/photoshop/topics.html
If I open that URL in Chrome, however, the page displays.
If I open that URL in Firefox, the page remains blank.
Hope this helps.
From what Kirsti suggested I do, it seems that there's a problem with the helpx.
From what you suggested, it seems that there might be a browser issue.
Next step?
Thanks,
Laurent
In Firefox, could you choose Tools > Web Developer > Error Console, reload that topics.html page, and copy and paste whatever errors appear into this forum thread?
Also, do these pages display for you?
http://helpx.adobe.com/photoshop.html
OK, Kristi and Erich, here's what I was able to check:
http://helpx.adobe.com/photoshop.html displays in Chrome only, not Safari or Firefox.
https://www.adobe.com/products/photoshop/tech-specs.html diplays fine in all three browsers.
In Firefox/Tools/Error Console, I get this:
Warning: Error in parsing value for 'filter'. Declaration dropped.
Source File: http://helpx.adobe.com/include/style/adobe-light-compressed.css
Line: 1232
Warning: Unknown property 'zoom'. Declaration dropped.
Source File: http://helpx.adobe.com/include/style/adobe-light-compressed.css
Line: 1849
Warning: Expected media feature name but found '-webkit-min-device-pixel-ratio'.
Source File: http://helpx.adobe.com/include/style/adobe-light-compressed.css
Line: 2622
Warning: Expected declaration but found '*'. Skipped to next declaration.
Source File: http://helpx.adobe.com/include/style/compressed.css
Line: 97
In Safari/Develop/Error Console, nothing at all is displayed for http://helpx.adobe.com/photoshop.html
Laurent, in Berlin
I'm using Lion+Mac, and recently installed CS6 from a disc. None of the Help seems to be available. In some of the applications, nothing happens when I click on the Help menus. In others I get error messages such as the following from InDesign CS6:
Adobe Help Viewer is not installed and you are not connected to the internet. Please check your internet connection, or reinstall InDesign
Having re-installed the entire Creative Suite, nothing has changed.
Hi, Jeremy,
I haven't been able to reproduce your problem, so I'm going to contact the engineering team.
In the mean time, can you access Help directly in a browser using any of this direct links below:
InDesign help topics: http://helpx.adobe.com/content/help/en/indesign/topics.html
Photoshop help topics: http://helpx.adobe.com/content/help/en/photoshop/topics.html
Illustrator help topics: http://helpx.adobe.com/content/help/en/illustrator/topics.html
Thanks,
Kirsti
The same thing happens to me.
Currently there is no offline help available for Illustrator CS6. I am completely unable to get help when not connected to the internet.
That is totally unacceptable.
Now we are stuck with a worthless community help system which does nothing but require hours and hours to figure out the solution to a problem, when an offline reference would have answered it in seconds. What a step backwards.
Hi,
Could you try these steps to see if they have any effect? It's a long shot, though.
Hi Kirsti -- thanks for the response.
By altyering some of the preferences in Adobe Help Manager, I have been able to access the online Help content -- but now the problem seems to be that it "hangs" when updating. I have a pretty good broadband connection, but I've been getting the following window for hours on end:
meanwhile, every item on the Adobe Help menu is grayed out:
Could you try this URL again?
http://helpx.adobe.com/photoshop.html
We pushed out new template code for our pages last night. Please let me know if it makes any difference at all.
Hi Erich - The link you posted http://helpx.adobe.com/photoshop.html works in Chrome, but still not in Safari or Firefox.
Laurent
Can you think of similar add-ons in Firefox or extensions in Safari that you might have? Chrome and Safari are usually quite similar in their behavior since they're both based upon the WebKit framework. It's quite strange that Chrome works and two dissimilar browsers don't. Do you connect directly to the internnet or go through any sort of proxy server? The helpx.adobe.com domain is brand-new.
When you view the photoshop.html page in Firefox, could you control-click, choose View Source and paste the source into this forum?
Erich
Hi Erich -
ADD-ONS
Add-ons in Safari:
Adobe Acrobat NPAPI Plug-in, Version 10.1.3
DivX Browser Plug-In
Google Earth Plug-in
Google Talk NPAPI Plugin
Google Talk Plugin Video Accelerator
iPhotoPhotocast
Java Applet Plug-in
QuickTime Plug-in 7.7.1
RealPlayer Plugin.plugin
Shockwave Flash
Silverlight Plug-In
Sony Reader Library
WebKit built-in PDF
Add-ons in Firefox:
I can't copy and paste the long list, so you will find a screenshot I uploaded for you here: http://1tw.co/for-erich.png
SOURCE CODE
In Safari, the http://helpx.adobe.com/photoshop.html page remains blank and there's no source available.
In Firefox, the browser page remains blank, but here's the source for http://helpx.adobe.com/photoshop.html
*************
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<title>
Photoshop Help</title>
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<tr><td align='right' valign='top' style='padding-right: 10px;'>05/15</td><td><a target='_blank' href='http://forums.adobe.com/thread/1005671'>ICC profil</a></td></tr><tr><td align='right' valign='top' style='padding-right: 10px;'>05/15</td><td><a target='_blank' href='http://forums.adobe.com/thread/1005678'>How to be sure VueScan generated profiles are being used</a></td></tr><tr><td align='right' valign='top' style='padding-right: 10px;'>05/15</td><td><a target='_blank' href='http://forums.adobe.com/thread/1005662'>What color space are the Color Lookup presets meant for?</a></td></tr><tr><td align='right' valign='top' style='padding-right: 10px;'>05/15</td><td><a target='_blank' href='http://forums.adobe.com/thread/1005684'>Combining and Creating Custom .grd Files</a></td></tr><tr><td align='right' valign='top' style='padding-right: 10px;'>05/15</td><td><a target='_blank' href='http://forums.adobe.com/thread/1005695'>cs6 field - iris slow , is there a fix?</a></td></tr>
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*************
Hello Erich and all,
Sorry for the very lengthy source code I posted at your request. Have you found anything interesting in there?
The add-ons for Firefox and Safari you now also have.
Hope this will help someone find a solution to what remains an inexplicable and extremely frustrating problem.
Best,
Laurent
No need to apologize. Being able to see just what data is coming down to your machine is very important.
Unfortunately, though, I haven't been able to find any leads. When you look at the page, the HTML source that your browser is working with is exactly the same as when I load the page. It's quite inexplicable.
Similarly, I don't see that the extensions you're running in your browsers would cause any problem. There's nothing I can see that's out of the ordinary.
Erich
Another track maybe? I updated AIR recently: http://airdownload.adobe.com/air/mac/download/3.2/AdobeAIR.dmg, http://get.adobe.com/air/thankyou/?installer=Adobe_AIR_3.2_for_MacOS_X
but I don't know how that would effect the help web pages...
Laurent
Erich and all,
I just updated the 1Password extension for Safari, Firefox and Chrome to version 3.8.19. I have absolutely no serious reason to believe that this extension was actually the problem, but it seems that I can now access the Adobe help pages, whether http://helpx.adobe.com/photoshop.html or http://helpx.adobe.com/content/help/en/photoshop/topics.html on all 3 browsers: Safari, Firefox and Chrome. At the beginning of our exchange, Chrome was the only browser displaying those pages.
But then something that I don't know about might have been done to fix those pages ![]()
Anyway, this is one new piece of info I wanted to share.
I'll keep you posted if there's something new. Meanwhile, many thanks for your help.
All the best,
Laurent
North America
Europe, Middle East and Africa
Asia Pacific