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Browser Based AIR Help Publishing Issue

forums_noreply@adobe.com — Thu, 24 Jan 2013 01:59:48 GMT

My publishing workflow for browser-based AIR help has performed flawlessly until recently. I now receive publishing failure notices (as pictured below) without exception. Up until December 15th (when I made my last update), I have never encountered any problems. I have made no overt changes to my computer configuration. I am of the opinion that this issue is specific to RoboHelp as I am still able to successfully utilize the exact same destination and server information to upload content in both Dreamweaver and Filezilla without any issues. I have tried to remedy this using RoboHelp version 8 and RoboHelp version 9 on a second computer as well. HostGator tech support (which is excellent by the way) states that the information I am using is accurate.

Sure I can still overwrite all the content using Filezilla but that's hardly an optimal workflow.

I am stumped and would appreciate any thoughts.

Left Pane Width in Browser-Based Air Help

forums_noreply@adobe.com — Thu, 13 Oct 2011 23:45:51 GMT

I recently transitioned to TCS 3.5 and have noticed an issue with my generated browser-based Air help where the left pane (Contents / Index / Glossary etc) is way too large (far larger than the longest topic name). This was not the case with the exact same project generated as browser-based Air help in TCS 2.0. I saw this thread (http://forums.adobe.com/message/3295664) which alluded to this same issue with RH 8 though in that case the author wished to increase the size of the pane.

This issue has been consistent across Firefox and Internet Explorer and at differing screen resolutions. I know the width of the left pane can be manually adjusted but my audience is not exactly tech savvy and this would not be intuitive for them. The response to the RH8 thread indicated that the size could NOT be adjusted. I am hoping that this is not the case for RH - OR - at least someone can explain why the same project generated in TCS 2 does not reflect this increased width issue.

Any assistance would be appreciated.

RoboHelp 9 Crashing on Generating Output (hyperlinked pdf issue?)

forums_noreply@adobe.com — Mon, 28 Mar 2011 23:29:33 GMT

I have had RoboHelp 9 consistently crash (without warning) when trying to generate ANY type of output. I was evaluating a trial version (which has since expired). I could consistently and successfully generate the exact same content without any issue when using RoboHelp 8 on another computer and it would appear that the crashes related to updating hyperlinked pdf's. None of the suggested fixes solved this issue on my system (i.e.http://forums.adobe.com/thread/796237?tstart=0)

While Adobe contacted me twice by telephone during the evaluation phase to gauge my interest in purchasing TCS 3 I received no response whatsoever to my request for assistance in resolving this issue. The person with whom I spoke has not responded to my queries. Now my trial is expired so I can't do anything further but I would like to hear if any other people have had this issue and what they had to do to resolve it.

The ability to update hyperlinked pdf's is essential for my project and I would like to upgrade (I really am a proponent of the TCS workflow) but, in its current state, TCS 3 is unuseable for me.

Thanks in advance

Unable to view local HTML content from "Help Content Only" SSL iFrame

forums_noreply@adobe.com — Mon, 06 Jun 2011 19:13:41 GMT

Can anyone confirm whether it is possible to view local HTML files within an iFrame when generating Help Content Only SSL content which is also locally deployed?

I have had no problem viewing local html files from within an iFrame with a locally viewed Browser-Based Help project but despite trying a number of variations on the syntax, I simply cannot obtain the same result from a Help Content Only SSL that is then incorporated within a merged help system. I can however create hyperlinks to view local content using the following syntax (file:/C:\folderName\fileName.html - the only drawback for local preview is that you must right-click and select "open in new tab"). Essentially, I am trying to eliminate the requirement to have to right-click and open in new tab to view local html files.

The project I am working on is deployed both locally and remotely and this whole process is necessary for emergency management and business continuity purposes.

I hope my explanation isn't too convoluted and would be glad to clarify it further if required. I would appreciate any assistance!

Unwanted external file opening behavior by pdfs

forums_noreply@adobe.com — Fri, 03 Jun 2011 21:11:03 GMT

I am using RoboHelp 8 (TCS 2) on a Windows Vista machine and have done so without issue for quite some time. However, today, after applying the BaseImage.dll fix described for images prepared in PS CS5.1 appearing as a red box (http://kb2.adobe.com/cps/859/cpsid_85901.html) any pdf that I apply to a project, either as a baggage file, by hyperlinking to the file or by embedding it now prompts a dialog box to open the pdf externally in projects exported as browser-based help.

I don't know if the BaseImage.dll is related but that is the only modification that I have performed on my system. Normally, when I create a topic page in my TOC and link it to a pdf baggage file, the file opens within my main frame or when I link it as a hyperlink and set "Display in frame" to "Page Default (none) etc it will open within the browser. It is now applying this new unwanted behavior on older projects that I have gone back and re-generated which is why I suspect the BaseImage.dll has rewritten some default behavior.

This is very problematic for me as I need the pdfs to open within the main application. I would sincerely appreciate any assistance!!!

Upgrading from TCS 2.0 to TCS v. 2.5 - Know What You're Getting!!!

forums_noreply@adobe.com — Thu, 26 Aug 2010 23:10:20 GMT

I'm not the type to normally write in forums but I just went through 2 days of customer service and technical support hell and thought I would share the experience with the sole motivation being to spare fellow TCS users the aggravation and make you aware of a possible disconnect between sales and technical support - know what you`re getting!!

Yesterday I purchased the upgrade from TCS 2.0 to TCS 2.5 from the Adobe online store as an electronic download. After receiving a confirmation email I logged into my Adobe account and noted that the download page contained 2 serial numbers, one for Photoshop CS5, one for Captivate 5 and then a zip folder for UPDATES only to Framemaker and Robohelp and also 2 language packs for text-to-speech for Captivate 5. Obviously I was missing links to Framemaker, Robohelp and Acrobat.

The goal of my purchase was to procure an additional licence in order to install TCS v 2.5 on 2 additional computers so, I had a sick feeling that I may have misunderstood what was offered in the upgrade; I then had the following conversation with Adobe`s Chat Live Now (excerpted from transcript):

Me: Hi. I just purchased the upgrade from TCS 2.0 to TCS 2.5. My expectation was that this contained all programs within the suite yet on my downloads the only programs that are listed are Photoshop CS5 and Captivate 5. Does this upgrade package not include the ability to install Framemaker, Robohelp and Acrobat. I purchased on the assumption that the upgrade would constitute an additional licence for these products as well. Was I wrong?
Perkins: ...TCS includes all programs, you need to select those programs while installing.
Me: Okay, I'm just downloading it now so I will confirm that it does, in fact, include all of the programs. So just to clarify, my original understanding was correct and the upgrade provides me with 2 additional licences for TCS?
Perkins: Yes. You can install 1 copy of the software on 2 computers with same Operating System.

Okay - fair enough, I then re-visited the Adobe Technical Communication Suite 2.5 web page under Upgrade--Reasons to Upgrade where it states:

``Work with full new versions of Adobe professional tools for technical communicators and help authors, including Adobe® FrameMaker® 9, Adobe RoboHelp® 8, Adobe® Captivate® 5, Adobe Acrobat® 9 Pro Extended, and Adobe Photoshop® CS5 software``.

Now to me, FULL means full versions. I subsequently entered customer service hell and spent an hour and a half on the phone being transferred through 5 different people, none of whom were familiar with the contents of the Technical Communication Suite. It took forever jsut to get them to understand that I weas upgrading from TCS version 2.0 and NOT trying to upgrade from Photoshop CS4 and Captivate 4 directly. Eventually my question as to whether I was entitled to an additional licence for Framemaker, Robohelp and Acrobat Pro Extended was elevated to Tier 2 and I was told I would be contacted by Adobe. Today I received a voicemail and email stating that I should install Framemaker, Robohelp and Acrobat Pro Extended from my original TCS v 2.0 installer. I subsequently did so (successfully) and then installed Captivate 5 without issue.

The next challenge arose with Photshop CS5 - the serial number, according to the installer, was invalid. Back to customer support who referred me to technical support - turns out the download link on my Adobe account download page was for a Chinese language-only version of Photoshop Extended which doesn`t even come with TCS 2.5! So, another 90 minutes on the phone throughout which I keep seeking clarification, does TCS 2.5 grant me an additional licence for Framemaker 9, Robohelp 8 and Acrobat 9 Pro Extended...

Technical Service states they can send me a physical disc with installers for Photoshop CS 5 and Captivate 5 and then CONFIRMED that I am NOT entitled to any additional licences for Framemaker, Robohelp or Acrobat, I am ONLY entitled to the 2 installs under the original TCS version 2 licence. This of course runs completely contrary to the literature on the website and my conversation with Live Chat Now. In disgust, I have submitted a refund request.

Just for kicks I decided to again try to clarify with Live Chat Now what products that I, as a customer, receive a licence for by purchasing the upgrade to TCS v 2.5 and have pasted the transcript of that chat as follows;

Me: Can you please confirm for me whether upgrading from the Adobe Technical Communication Suite version 2.0 to version 2.5 entitles me to 1 additional licence for ALL of the applications that constitute the Technical Communication Suite (i.e. Robohelp, Acrobat, Framemaker, Captivate, Photoshop and Presenter) OR does it merely entitle me to 1 licence to install Photoshop CS5 and Captivate 5 in conjunction with my pre-existing TCS 2.0 installation?
Morph: Give me a minute, Im reading it.
Me: sure
Morph: When you place the order for upgrade, you will get new products.
Me: I understand that I will get Photoshop CS5 and Captivate 5 BUT do I also get Framemaker, Acrobat and Robohelp?
Morph: Adpbe eLearning Suite 2 includes: Adobe Captivate 5, Flash Professional CS5, Dreamweaver CS5, Photoshop CS5 Extended, Acrobat 9 Pro, Adobe Presenter 7 (Available only on Windows platform), Soundbooth CS5.
Morph: No.
Morph: Only Acrobat is Included.
Me: I am not talking about the e-Learning Suite, I am referring to the Technical Communication Suite
Morph: Oh okay, got you, first tell me, using which product you will be upgrading this from?
Me: TCS 2.0
Morph: Okay.
Morph: Yes, if you do this upgrade you will get Adobe FrameMaker 9, RoboHelp 8, Adobe Captivate 5, Photoshop CS5, Acrobat 9 Pro Extended, and Adobe Presenter 7
Me: so this will entitle me to 1 additional licence for all of these applications, over and above the licence I already own for the TCS version 2?
Morph: Correct, however, you may also be installing the software (Upgrade version) directly without uninstalling the previous version of the software.
Me: So just to clarify, if I purchase the upgrade and decide that I want to install on a completely different machine than the two computers that already have TCS version 2.0 installed (as entitled by my licence) then I will be able to, in effect, install the TCS 2.5 onto two completely different computers (as per the Adobe licence) so that, at the end of the day, I can actually have FOUR computers with TCS installed by virtue of the 2 licences that I should have - one from TCS version 2.0 and 1 licence from TCS version 2.5É
Morph: Purchasing the upgrade version product is nothing but a full version, but if you do not have the serial key for older version you cant Install the upgrade, but for full version you do no need previous version serial number.
Morph: Correct.
Morph: You can simply purchase your upgrade and verify that you have the qualifying older product during the installation process.
Morph: If it's installed on your computer, the Adobe installer will either find it or prompt you to help it find the software for verification.
Morph: If it's not installed, you will be prompted to enter the qualifying serial number for the older version.
Me: Is the download file one individual installer or an installer for each application
Morph: It is one Indiviidual Installer.
Morph: When you download it will automatically Install every program in the Suite one-by-one.
Me: Okay, the reason I have been asking is that yesterday I made this purchase yet my download page had links only to Photoshop (a Chinese language only version of Photoshop Extended which does not come with the Suite) and Captivate. There was no link whatsoever for the other applications. I went through customer service and technical support and no one, and I mean no one, could answer the questions I`ve asked you. According to customer support and the serialization team, the upgrade to v. 2.5 DOES NOT include Framemaker, Robohelp and Acrobat. As a consumer I have absolutely no idea what is right and what is wrong. How am I supposed to make an informed purchase...
Morph: did you check on the link and confirmed that it does not Include the upgrade to version 2.5?
Me: Sorry - not clear what you mean, my receipt from the Adobe store was for TCS v 2.5
Morph: Like I said upgrade for the Technical communicate suite Includes Adobe FrameMaker 9, RoboHelp 8, Adobe Captivate 5, Photoshop CS5, Acrobat 9 Pro Extended, and Adobe Presenter 7, and you should be getting all as a single download link, seems like you are not able to make it with the link to Install Individual products altogether, so you need to contact our Customer Service at 800-833-6687. for the
Morph: precise Info.
Me: I went through that route yesterday and today and they told me that the upgrade DOES NOT include the other applications. As well, I noticed that the download file size for the upgrade is 1 half the size of the full version - obviously something is missing
Me: The information you are telling me is the precise opposite of what they told me. How do I, as a consumer, get the proper answer
Morph: upgrade do Includes the product I have mentioned above.
Me: I know you`re trying to assist but I`m flummoxed - my case was escalated to Tier 2 and they told me it doesn`t include the other applications
Morph: up to some extent i can help being a sales team member, ant only customer people generate the links and have access to customer account to check what really went wrong.
Me: Is it possible to have a senior sales rep contact me - this matter of a `simple` upgrade has consumed a ridiculous amount of time. As far as my issue - Adobe tells me nothing was wrong and that the upgrade is only a licence for Photoshop and Captivate
Morph: Okay,Just a minute.
Morph: You can contact our Sales Team on 1-800-585-0774.

So, at the end of the day, sales tells me that upgrading to v 2.5 grants me an additional licence for ALL applications in the suite whereas Adobe`s own technical support has told me this is not true. Again I ask, how does a consumer make an informed choice...

I`ve been buying Adobe software for both Mac and PC since Creative Suite 2 came out and this has absolutely been the most frustrating experience I have ever had. I get great use out of the Techncial Communication Suite and thought it would be nice to have an additional licence but at the end of the day I have decided it certainly was not worth the hassle - particularly when Adobe itself can`t figure out what I am entitled to!!

I am a fan of Adobe`s software but honestly, is business that good that you can treat your customers this way????

Modifying SpryTabbedPanels CSS Causes Crash

forums_noreply@adobe.com — Tue, 24 Feb 2009 19:08:27 GMT

I'm relatively new to web development, let alone application development. I have a DW CS3 / CF 8 / MySQL configuration. The configuration itself works fine. I was trying to style the tabbed panels and whenever I modify a css property for the SpryTabbedPanels, Dreamweaver crashes and I have to manually access the .css file before Dreamweaver will even restart. This appears isolated to the SpryTabbedPanels. I'm using the Spry 1.6.1 version on a PC with XP Professional.

Has anyone encountered this problem? I'd really appreciate some help.