Adobe Forums: RH7 IE8 Blank Page

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407 Views 19 Replies Latest reply: Apr 6, 2010 11:51 PM by LSNovich

Branched from an earlier discussion.

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LSNovich

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Feb 11, 2010

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Feb 11, 2010 8:18 AM

RH7 IE8 Blank Page

Peter,

I have the same issue with IE8 and TCS 1.0 (ie Robohelp 7) the first time the help is called all is fine.

[Poster is referring to thread http://forums.adobe.com/thread/574820 but issue is not the same as it relates to different versions of both RH and the browser. In RH8 it was a known bug. For RH7 the cause remains to be identified.]

If you don't close the help window and call the help again I get the blank page the third time, I get an error message as described in the thread.

Any suggestions?

We tried to use the file you posted and it doesn't work.

I would appreciate any ideas.

Laura

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Peter Grainge
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1. Feb 11, 2010 8:12 AM (in response to LSNovich)
Re: RH7 IE8 Blank Page

I think you will have to point your developers to my Calling Help pages, in particular the one on Calling WebHelp Using URL's. The bug was with RH8.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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disneeprincess
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2. Feb 11, 2010 8:13 AM (in response to Peter Grainge)
Re: RH7 IE8 Blank Page

Peter, I wrote about this same problem with RH7 & IE8 about two months ago. Our developers use map ids to call the help. We still have this problem. The help pages display correctly with IE 6 & IE 7 - we only have the problem with IE 8. I opened a support case online with Adobe, and I'm still trying to get an answer from them after two months. (They requested additional information yesterday, and I will send them more information.) Anyway, I'm posting again because I wanted Laura to know that she's not the only one who has encountered this problem using RH7 & IE8, and I wondered if her developers use map ids too.
Thanks,
Julie

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Peter Grainge
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3. Feb 11, 2010 8:15 AM (in response to disneeprincess)
Re: RH7 IE8 Blank Page

I have branched this into a new thread as it is a different problem.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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Peter Grainge
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4. Feb 11, 2010 8:25 AM (in response to Peter Grainge)
Re: RH7 IE8 Blank Page

I don't have any suggestions as this is not something I can test. Sorry.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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disneeprincess
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5. Feb 11, 2010 8:31 AM (in response to Peter Grainge)
Re: RH7 IE8 Blank Page

I understand and am always appreciative of your helpfulness on this forum. If anyone else is having this problem, I hope they will report to Adobe.
Thanks,
Julie

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LSNovich
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6. Feb 14, 2010 4:05 AM (in response to disneeprincess)
Re: RH7 IE8 Blank Page

Thank you Julie, it is so nice to know you're not alone. We DO use Map IDs for the help....
How do I open a case w/Adobe?
Laura

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disneeprincess
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7. Feb 15, 2010 7:34 AM (in response to LSNovich)
Re: RH7 IE8 Blank Page

Hi Laura,
If you have a support contract, you can call the Adobe tech support phone number. If you do not have a support contract, you can open a case online (log into your account and look for Support Portal and submit your problem.) I would call tech support first if you are not sure about the contract. They should be able to give you more information about opening a case.
Thanks,
Julie

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Piyush Bhatnagar
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8. Feb 15, 2010 8:47 AM (in response to disneeprincess)
Re: RH7 IE8 Blank Page

Hi Disneeprincess,

May you please mention the case number that you have opened with Adobe Technical Support, so that i can look into it directly.

Thanks and regards,
Piyush Bhatnagar
Adobe Technical Support

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disneeprincess
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9. Feb 15, 2010 8:56 AM (in response to Piyush Bhatnagar)
Re: RH7 IE8 Blank Page

Hi,
My case number is 0181300564. It is under my co-worker's email address, but I am the one working on the project right now. If you have any other questions or need more information, just let me know.
Thanks for looking into this problem,
Julie

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Piyush Bhatnagar
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10. Feb 16, 2010 4:03 AM (in response to disneeprincess)
Re: RH7 IE8 Blank Page

Hi disneeprincess,

Thanks for the case number. I am working on this and will try to reproduce this at my end. I will have this case escalated to me and will be your direct point of contact from now onwards.

Thanks and regards
Piyush Bhatnagar

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LSNovich
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11. Feb 17, 2010 12:48 AM (in response to Piyush Bhatnagar)
Re: RH7 IE8 Blank Page

I also opened a case #0181441598. I attached a screen shot so you can see what is happening.
Laura Novich

Attachments:

helperror.JPG (121.4 K)

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Piyush Bhatnagar
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12. Feb 22, 2010 8:13 AM (in response to LSNovich)
Re: RH7 IE8 Blank Page

Hi Laura,

Thanks for the case number. I have taken your case at my level and will be working on this. Right now I am researching on this issue and will update you with my progress via the case notes.

Thanks and regards,
Piyush Bhatnagar
Technical Response Team

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LSNovich
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13. Feb 24, 2010 4:48 AM (in response to Piyush Bhatnagar)
Re: RH7 IE8 Blank Page

Thank you for taking interest in this issue as well. Do you have a status report????

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LSNovich
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14. Mar 4, 2010 12:38 AM (in response to LSNovich)
Re: RH7 IE8 Blank Page

Julie,
Got a reply from Adobe and the case has been escalated, it's a bug!
Awaitng a reply from them for a tele. conf.
Laura

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disneeprincess
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15. Mar 16, 2010 8:12 AM (in response to LSNovich)
Re: RH7 IE8 Blank Page

Hi Laura,
I received the same message this week that it is a bug. Let me know if you hear anything about a fix.
Thanks!
Julie

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suzennis999
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16. Apr 5, 2010 10:15 AM (in response to disneeprincess)
Re: RH7 IE8 Blank Page

Any news on this? I have the same issue. Is the answer to upgrade to RH8?

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Peter Grainge
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17. Apr 5, 2010 10:29 AM (in response to suzennis999)
Re: RH7 IE8 Blank Page

It is an answer but I believe the problem is being investigated.

If you do decide to upgrade, check the trial version fixes your problem first, and not on your production machine.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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disneeprincess
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18. Apr 5, 2010 10:35 AM (in response to suzennis999)
Re: RH7 IE8 Blank Page

Hi, I heard from Piyush Bhatnagar that there was still no reply from the engineering team, and it may still be awhile before we heard from them. Anyway, you may want to report this to Adobe so they understand that more people are running into the problem.
Thanks,
Julie

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LSNovich
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19. Apr 6, 2010 11:51 PM (in response to suzennis999)
Re: RH7 IE8 Blank Page

Right now it is with the engineers at Adobe. It is not clear when a solution will be available. If anyone can suggest a workaround I am open to ideas as this bug has made the online help on our UI not working the way it should.

Laura

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Feb 11, 2010 8:18 AM

RH7 IE8 Blank Page

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