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RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Mon, 14 May 2012 16:57:13 GMT

We had RH9 and server went live recently. But unfortunately stuck in this dilemma:

In order to get better searching function, we have to use one pane instead of two panes;

With one pane, RH9 server stops generating statistical reports (we have window 2008 R2 as the application server)

Adobe told me this is a bug.

I am quite surprised: with this bug, how could RH9 server gets its marketing? Do you have any idea about this issue? I searched the user forum and get nothing.

I am wondering any possible that we are the only customer using RH server 9 for its reporting? Or this bug only triggered on certain configuration conditions?

Appreciate your any comments.

Frances

two different servers for Development and Production

forums_noreply@adobe.com — Tue, 12 Jun 2012 13:33:44 GMT

Hi Experts,

we have searching issues in the past weeks, and after exploring it, another issue exposed that we have 2 tomcat services installed on one machine, and both connected to the same Robohelp server. So IT will work on separating the enviroment. the question is how:

1. separate DEV and Production by creating 2 different context, project could be published to one of the context and as it is ready, republished to production. this option will give the flexibility of two different set of authentification and different parameter settings of "Reindex ..." and "Substring..."

2. separate DEV and Production by installing tomcat services into 2 different machines(or virtual machines?) , and buy 2 RH9 server license. it will give us the test opportunity for upgrade or patch.

If you are running RH9 server, what's your option you have picked?

if you pick option 1, how do you deal with the upgrade and patch test?

if you running on option 2, do you know the extra price for second server license on DEV?

do the two tome cat services have to run in two different physical machine, each with their own RH( server connected with it

or they actually could run in two different virtual machines but on the same physical machine?

Many thanks,

Frances

Webhelp pro does not show the same searching result as webhelp

forums_noreply@adobe.com — Tue, 01 May 2012 15:25:31 GMT

Hi expert,

we are using RH9 server and webhelp pro.

Urgent issue!

try to go-live today but stuck with these searching issues:

1. in webhelp, if I search "applicant", the rank 1 will be "transfer to applicant service ...." while in WEBhelp pro, search "applicant" again, the rank1 is something like "Applicants provide ....", and the one "transfer to applicant service ...." is ranked 3.

question: should the exactly term matched in the title ranked higher than others? as I am searching "applicant" not "applicants". I do not have "substring" turned on in configuration manager.

2. in project set-up, for the new window view, choose 2 panels, and in the webhelp pro sets the default window as this new window, generate and publish to the server, in the left search panel, the two options are gone:

Highlight search results

Search results per page

only after change the view to one pane, then these two options come back.

but with one pane, when people open this link, there is no buttons like: content, index, search, glossary. only after click on Show, it will show these buttons.

Question: a. anyone who publish in webhelp pro, do you see these two options when you click on search button: Search results per page 10 and Highlight search results?

b. anyone who publish in webhelp pro, do you use one pane then click on Show to see all buttons: contents, index, search....

Appreciated a quick reply,

Frances

frequently viewed topics report does not increase the counts for new hit

forums_noreply@adobe.com — Wed, 18 Apr 2012 19:43:43 GMT

Hi experts,

I have a project published to RH server 9 with webhelp pro. the frequently searched term gives me the reasonable counts, every time when the same term searched, the count increased. but the frequently viewed topics report does not increase the counts for the topic that I clicked multiple times (every time I click on other topic then come back to click the same topic). the adobe support told me I should close the window, then re-open the link and click on the topic again, but it still does not. what we eventually find out is I have to delete all the history data in cache, and reopen the window, then click on the same topic then the count will increase by one.

I am wondering whether this behavior is normal or not. if it's normal, how do you use this report?

Thanks,

Frances

Frequently viewed topics report does not provide the right data*

forums_noreply@adobe.com — Wed, 18 Apr 2012 19:33:32 GMT

Hi experts,

I am wondering whether this behavior is normal or not. if it's normal, how do you use this report?

Thanks,

Frances

AIRHELP application installation requires local admin priviledge

forums_noreply@adobe.com — Mon, 31 Oct 2011 15:22:24 GMT

Hi experts, please help!

I demoed the RoboHelp 9 with Desktop AIRHELP(we need comments) to our users and everything looked perfect, except one issue: every change from the editor, she will need to create a new .air application and someone need to go and install that file to each user's computer, and whoever go to install need to have local administrator's priviledge.

what we want is using the autoupdating function, it will definitely require local admin for each user. I am wondering how you solve this issue? as our IT department would not be happy with this requirement.

Thanks,

Frances

same Air help application installed on different computer has different air comments XML

forums_noreply@adobe.com — Tue, 13 Sep 2011 17:52:58 GMT

Hi Experts,

I just install the AIR Help application to another user's computer. when enabling comments I use a common network folder to sync.

after successfully installed on both computers, I did:

1. add comments from computer 1 , click on save , send and receive.

2. add comments from computer 2 , click on save , send and receive.

surprising from computer1 I couldn't see comments from computer 2. and in computer 2, I couldn't see comments from computer1, so I go to the network folder and found 2 separate XML for these 2 computers, which I only expected one.

Do you see any thing wrong that stopped me to see comments from different computer?

Thanks,

Frances

How to accommodate the comments back into project

forums_noreply@adobe.com — Thu, 08 Sep 2011 13:20:12 GMT

Hi, experts,

after creating AIR Help application, installed, I am able to make comments from different users, and can see comments from other users.

the question is as an editor, how I can accomadate these comments from different users back into the project? I see we can accomate comments for PDF by importing. but what is for AIR Help comments?

Thanks,

Fran

AIR Help output could not be created

forums_noreply@adobe.com — Wed, 07 Sep 2011 18:18:16 GMT

Hi Experts,

I am trying to use the sample : Employee Care to create AIR Help Location based output. please see the set up in property and error message follows when click on save and generate.

Could you please tell where this error comes from?

Thanks,

Fran

Under General

a. Digital Certificate->create

Publisher Name: me

Password:123456

Save as: C:\Documents and Settings\guanf\My Documents\My RoboHelp Projects\Adobe RoboHelp 9\Samples\EmployeeCare\me

b. Include Timestamp is ticked

Under collaboration

a. Network folder-

C:\Documents and Settings\guanf\My Documents\My RoboHelp Projects\Adobe RoboHelp 9\Samples\EmployeeCare\AIR_Comments

b. Leave Configuration File Path blank

Then click on Save and Generate, then I got the error:

Adobe AIR output could not be generated. Could not generate timestamp: handshake alert: unrecognized_name.

numbers of license

forums_noreply@adobe.com — Tue, 06 Sep 2011 20:49:23 GMT

Hi experts,

our scenerio:

we have 10 users need to search information in RH9 and other 2 users not only need to search but mostly focusing on editing/creating the documents, and we wish to use the statistical reports, plus the two editors want to get feed back from 10 users when they are searching in the RH9 and accomadate their suggestions into their work.

by reading the on line manuals, I understand that we would need to buy one RH9 Server version, and one RH 9, other 10 users would just need the free Adobe Reader 10 we would be able to satisfy our needs, am I right?

Thanks in advance for all of your opinions,

Fran

upgrade from RoboHelp 5 to RoboHelp 9

forums_noreply@adobe.com — Tue, 06 Sep 2011 20:40:24 GMT

Hi experts,

Could any of you briefly explain the steps to upgrade from RoboHelp 5 to RH9? what will be biggiest issues on the road?

Thanks,

Fran

Can RoboHelp9 Search information from other database besides itself

forums_noreply@adobe.com — Mon, 22 Aug 2011 21:00:18 GMT

Hi experts,

I just got the task to look into the RoboHelp's search function whether it could satisfy our needs:

we want to have a RoboHelp 9 to host the information for contact center, and we already have couple of other database existed for different department that the agents from contact center might need to log in to search information.

the question is:

1. Is it possible, after RoboHelp 9 set up and configured, the agents could search and retrieve information not only resides in RoboHelp but also sits in other database?

2.Is it possible that from internet public users could search and retrieve information that sits in RoboHelp and other databases (that we allow them to go) ?

Thanks a lot in advance,

Fran