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SurebrecUK Calculating status...

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The Help system cannot be launched....

Dec 21, 2012 6:05 AM

I purchased a copy of DW CS6 a few days ago, and installed it yesterday. It seems to be working ok, but I cannot use the help system. I did a search on google and found this:

http://helpx.adobe.com/dreamweaver/kb/error-help-system-cannot-launche d.html

I followed the steps as best I could, but it hasn't fixed the problem.

am I overlooking something?

1822 Views 21 Replies Latest reply: SurebrecUK, Jan 12, 2013 11:58 AM

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1. Nancy O.,

Dec 21, 2012 12:25 PM in reply to SurebrecUK

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I have DW6 and no problems with Help.
Did you purchase a licensed edition?
Did you uninstall & reinstall?
What error messages do you receive?

Nancy O.

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2. SurebrecUK,

Dec 21, 2012 1:53 PM in reply to Nancy O.

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this is the error message I get:

I cannot find the installation procedure for the help folder, and already tried uninstalling/reinstalling.

I'm assuming by licenced edition, you mean with a serial key? if so, then yes, I purchased it off amazon.

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3. Nancy O.,

Dec 21, 2012 2:06 PM in reply to SurebrecUK

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Try this help article:
http://helpx.adobe.com/creative-suite/kb/help-manager-troubleshoot-err or-codes.html

Nancy O.

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4. SurebrecUK,

Dec 21, 2012 2:46 PM in reply to Nancy O.

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hmm, that doesn't seem to have fixed it. I was hoping it would, but it didn't.

how do I manually check to see if the help folder is there, or in another location? what location should it be in? I have DW installed on my second hard drive, so I'm wondering if the help content had a default install location on the main c drive.

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5. SurebrecUK,

Dec 23, 2012 4:04 PM in reply to SurebrecUK

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does anyone else have any suggestions?

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6. Carey Burgess,

Dec 26, 2012 12:58 PM in reply to SurebrecUK

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I've received that error before, and although the error message is completely wrong, the cause was that I was not connected to the Internet.

When you press F1 (or go to Help > Dreamweaver Help), Dreamweaver tries to connect to the product documentation online; if it can connect to it, it opens your browser to the main topics page. If it can't connect, then it tries to open the local PDF file of the documentation instead.
I got this error because I did not yet have the local PDF file, which may be the cause for you as well.

This forum thread, along with its associated KB article, explain how to correct this:
http://forums.adobe.com/thread/1007704

Essentially, connect to the Internet, use the Help Manager (look for the shortcut in the Start Menu called "Adobe Help") to download the PDF, then you can disconnect from the Internet again.

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7. SurebrecUK,

Dec 26, 2012 4:14 PM in reply to Carey Burgess

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yeah, I think that is what it is, I already tried the suggestions listed, but after downloading the help files, it still didn't fix it.

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8. Carey Burgess,

Jan 2, 2013 11:44 AM in reply to SurebrecUK

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I checked with the development team, and they suggested that you do the following:

- Uninstall the "Adobe Help Manager" from Programs And Features in the Control Panel. If you also have a separate entry labeled just "Adobe Help" please also uninstall this.

- After completing the uninstall, access this link to re-install the Adobe Help Manager:
http://www.adobe.com/support/chc/?helpcfg=http://help.adobe.com/HelpCf g/en_US/Dreamweaver.helpcfg&url=http://helpx.adobe.com/en/dreamweaver/ topics.html&product=dreamweaver

(You should see an "Install now" button/link on the right, under Step 2.)

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9. SurebrecUK,

Jan 2, 2013 12:56 PM in reply to Carey Burgess

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tried it and it didn't work. I'm still getting the same error

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10. Carey Burgess,

Jan 3, 2013 4:00 PM in reply to SurebrecUK

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Are you able to open the Adobe Help Manager application?

If so, do you have the "Display Local Help content only" setting set to Yes or No?

If set to Yes, change it to No and then click Done. Then see if that helps.
If it's already on No, then toggle it back and forth. (Change it to Yes, click Done, then open it back up and switch to No again, click Done.) Then test.

Also, on that General Settings tab of Adobe Help Manager, do you have a "Download" button?
If so, click it and click Done to close it. Check back in a few minutes to make sure it finished downloading (when it's finished, the Download button will no longer appear). After it's completed, restart Dreamweaver and try again.

See this blog post for some info about the above suggestions: http://blogs.adobe.com/mallika/2012/07/five-faqs-about-offline-help-fo r-creative-suite-6.html

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11. SurebrecUK,

Jan 3, 2013 4:27 PM in reply to Carey Burgess

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yes, I can open the adobe help manager. I do have it set to local help only, that is what is causing the problem. I have already downloaded the offline reference, but I still get the error.

I have already tried toggling the option, but as with everything else I have tried, it didn't work.

there is no download button under general settings, and under local content, it is telling me that the version I have is current.

I have already read through the link you posted, as well as all the rest that have been posted before and none have given me any solution.

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12. Carey Burgess,

Jan 4, 2013 3:52 PM in reply to SurebrecUK

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Thanks for your patience on this. It is good to confirm that using offline help (i.e. the PDF) is your preference.

I have a few other questions for you to help us sort this out:

- What version (or versions) of Adobe Reader do you have installed on your computer?

- Do you also have Acrobat (Professional or Standard) installed? If so, what version(s)?

- When you double-click on a PDF file from Windows Explorer, what application opens?
If possible, try this with the PDF file on your computer that contains the Dreamweaver documentation (it should be called "dreamweaver_reference.pdf").

- If you open Dreamweaver "as an Administrator" are you able to avoid this error and successfully open the Help?
To do this, make sure Dreamweaver is closed, then right-click on the shortcut you use to open Dreamweaver, choose Run as Administrator.

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13. SurebrecUK,

Jan 4, 2013 4:08 PM in reply to Carey Burgess

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adobe reader XI

acrobat isn't listed in the programs & features menu. when opening PDF files, they open with adobe reader. running as administrator doesn't make any difference.

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14. Carey Burgess,

Jan 8, 2013 6:58 AM in reply to SurebrecUK

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Thanks for answering my questions.

Our engineers wanted to confirm that the "dreamweaver_reference.pdf" PDF file is located inside this folder: C:\Users\Public\Documents\Adobe\PDF\pdf

Can you check that location in Windows Explorer to confirm?

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15. SurebrecUK,

Jan 8, 2013 7:41 AM in reply to Carey Burgess

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the pdf isn't in that location, no.

opening it in the adobe help application states that it is installed here:

C:\Users\Account\AppData\Roaming\chc.4875E02D9FB21EE389F73B8D1702B3204 85DF8CE.1\Local Store\PDF\pdf\

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16. Carey Burgess,

Jan 8, 2013 7:52 AM in reply to SurebrecUK

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Hmm. If you move (or copy) it to the location I mentioned, does it remove the error?

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17. SurebrecUK,

Jan 8, 2013 8:25 AM in reply to Carey Burgess

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I don't know. I tried deleting the file within adobe help to try redownloading it to see if that would resolve it, but it's stuck at "pending download"

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18. Carey Burgess,

Jan 8, 2013 8:31 AM in reply to SurebrecUK

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If it's not one thing, it's another.

You can download the same PDF using this link: http://helpx.adobe.com/pdf/dreamweaver_reference.pdf

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19. SurebrecUK,

Jan 8, 2013 8:42 AM in reply to Carey Burgess

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that seems to fix it not being able to launch, but when I click on a help button, it doesn't open the relevent help section, it just opens the pdf as a whole. is this how it's meant to be? I would have thought it would have functioned as the online version does, by going to the specific area that help is needed with.

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20. Carey Burgess,

Jan 10, 2013 3:05 PM in reply to SurebrecUK

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Thanks for your patience.

Yes, that is the expected behavior right now.

I know there was some investigation going on to put together the hooks necessary to make contextual help work with the offline PDF, but I do not know the current status of that.
It's clearly something that you desire, so I would highly recommend you request this functionality directly from the Dreamweaver development team by filling out this form: http://adobe.ly/DWwish

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21. SurebrecUK,

Jan 12, 2013 11:58 AM in reply to Carey Burgess

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ok, done.

thank you.

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