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Currently Being Moderated

Help pages blank

May 11, 2012 8:19 AM

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.

 
Replies
  • Currently Being Moderated
    May 11, 2012 9:33 AM   in reply to sauerwein

    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

     
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  • Currently Being Moderated
    May 11, 2012 9:36 AM   in reply to sauerwein

    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.

     
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  • Currently Being Moderated
    May 11, 2012 3:51 PM   in reply to sauerwein

    These are two different Help systems with different file structures.  I'm going to follow up with Erich and see what we can find.

     

    --Kirsti

     
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  • Currently Being Moderated
    May 11, 2012 4:03 PM   in reply to sauerwein

    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

     

    https://www.adobe.com/products/photoshop/tech-specs.html

     
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  • Currently Being Moderated
    May 13, 2012 8:19 AM   in reply to sauerwein

    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.

     
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  • Currently Being Moderated
    May 13, 2012 12:13 PM   in reply to Jeremy bowmangraphics

    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

     
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  • Currently Being Moderated
    May 13, 2012 12:20 PM   in reply to Kirsti Aho

    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.

     
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  • Currently Being Moderated
    May 13, 2012 12:28 PM   in reply to XCode247

    You're right that there isn't any offline CS6 Help available yet.  I'm sorry this has been such a problem.

     

    There will be offline PDFs available in June.

     

     
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  • Currently Being Moderated
    May 13, 2012 1:21 PM   in reply to sauerwein

    Hi,

     

    Could you try these steps to see if they have any effect? It's a long shot, though.

     

    • From the Apple menu, choose System Preferences and click on the “General” icon
    • At the bottom of the “Number of recent items” list, uncheck the checkbox next to “Restore windows when quitting and re-opening apps”
    • Close the System Preferences window and try to launch Help again.
     
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  • Currently Being Moderated
    May 13, 2012 11:50 PM   in reply to Kirsti Aho

    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:

     

    Screen Shot 2012-05-14 at 07.44.34.png

     

    meanwhile, every item on the Adobe Help menu is grayed out:

     

    Screen Shot 2012-05-14 at 07.48.00.png

     
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  • Currently Being Moderated
    May 15, 2012 8:38 AM   in reply to Erich Champion

    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.

     
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  • Currently Being Moderated
    May 15, 2012 3:27 PM   in reply to sauerwein

    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

     
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  • Currently Being Moderated
    May 17, 2012 9:43 AM   in reply to sauerwein

    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

     
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  • Currently Being Moderated
    May 19, 2012 8:27 AM   in reply to sauerwein

    No, AIR will have no effect on Safari or Firefox.

     
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