Adobe Community: Message List - RH9 Server reporting and searching dilema

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Mon, 06 Oct 2014 05:32:11 GMT

Thanks for reporting this issue.

Search and other issues has been fixed in RHS 9.0.1 update. see RoboHelp Server Update 9.0.1 is here ! « TechComm Central by Adobe for details.

Thanks

Amit Jha

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Sun, 08 Sep 2013 20:10:57 GMT

Hi, Chris

I will reach out to Adobe to take a look at this issue.

To help expedite this, by chance do you already have a case number assigned by technical support? Do you happen to have a support contract? That will help track it.

If you will email me your contact info at my email listed in my profile, I'll try to have them contact you directly.

Have you checked your configuration/installation profile with the "Grid" chart of OS, Database, Tomcat, Java VM, etc. you are using to see if this conflicts with the documentation found here:

http://help.adobe.com/en_US/RoboHelp/9.0/RoboEngine/WSbe3e657580667f14494180ac12b9fd08c8d- 8000.html#WSbe3e657580667f143f22003112b9febd70d-8000

and here:

http://helpx.adobe.com/robohelp/kb/recommended-os-database-combinations-robohelp.html

You might also take a look at this knowledge base article.

http://helpx.adobe.com/robohelp/kb/books-topics-missing-toc-webhelp.html

Thanks for your patience.

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Wed, 04 Sep 2013 16:32:48 GMT

Hello All,

I’m glad to see I’m not the only one experiencing this problem.

This thread hasn’t seen a post in over a year so I’m hoping maybe somebody has some news? It seems unfathomable that there hasn’t been a patch for this problem in a year’s time?!?!

I would like to mention another related issue to this: TOC not opening the corresponding folders of a clicked search result.

Background:

I’m using Robo 10 and publishing WebHelp Pro to RoboServer 9.
Last month we upgraded from Server 8 to Server 9. Before this upgrade the problems didn’t exist.
I have multiple projects and am experiencing the same issues on all my sites.
These 2 issues only happen when the project is pushed to the server. When I look at the generated output before pushing to the server, everything works fine.
Just like everyone before, Adobe’s only solution was to switch to Single Pane in Window Properties.

Problem 1

When searching, after I click a search result and the page opens, if I go back to the TOC the page is not highlighted in the TOC. Before the server upgrade, the TOC automatically opened the folder where the search result resided when a search result was selected from the list of results. I have many pages nested 3-4 folders deep in the TOC. So, when a search result is found it is very useful to know where exactly in the TOC it is placed to see other associated items.

Problem 2

The search functionality is working properly. When going over the Search Items with No Results Robo Report, I noticed quite a few search items that should have produced a result. For example, people have been searching for a single word that has an entire book in the TOC dedicated to it. The book contains multiple pages with that search word in the page title and headings. Again, if I look at the generated output before pushing to the server, searching for this single word produces all the results expected. Once it is on the server, searching for the word produces no results.

Here is an example:

I search the word Macess and get no results.

However, there are multiple pages in the TOC with that word in the title that should be found:

So, anybody have any updates to this problem?

Any info would be much appreciated!

Thanks,

Chris

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 19 Jun 2012 19:58:59 GMT

Sorry Curt, I should have given you another phrase example as volunteer is a known issue for your system already.

please use other phrase, like " team member" if you do have this phrase in your project, then check to see return any results. if it does, I would think memb* should also be working. that will be able to replace substring function.

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 19 Jun 2012 19:52:12 GMT

We have a page titled volunteer day...you get no results for volunteer or

volunteer day... if you just search on day you get the volunteer day result

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 19 Jun 2012 19:10:48 GMT

when i ask phrase search, I mean you search by " volunteer member" instead of just one word "volunteer", are you ok with that?

If you only have 4 words issue, you might be running on Lucense search engine, which means you sacrifice substring. then you might be able to use * to search. e.g. volun*, volunte*, do they return any results?

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 19 Jun 2012 19:01:43 GMT

It's not that it is only four words, it's that we have only identified 4

words based on reviews of the statistics and then researching why the

volume was high on those words. I am sure there will be other words found.

I would prefer that they be able to do subsrting searches if that is what

you are asking me.

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 19 Jun 2012 18:51:33 GMT

Thanks, I appreicate everyone's effort and attention on this!

Curt

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 19 Jun 2012 17:52:10 GMT

Hi folks

I have asked the Adobe team to take a special look at this thread. I'm not speaking for them, but my understanding is they are looking very carefully at the issues described here.

Thanks for bringing this up! As MSACurt31 has reported some of these issues occur only in certain search combinations and that's why it has been hard to diagnose.

I will report back what I know. I just wanted you to know someone is listening :-)

Thanks

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 19 Jun 2012 17:50:19 GMT

Thanks Curt,

if you only have 4 words failed in searching, does that mean you are ok with phrase searching? and phrase with quote searching?

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 19 Jun 2012 17:36:23 GMT

Volunteer, fees, bailee, mueller

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 19 Jun 2012 17:27:20 GMT

Hi Curt,

what are the 4 words that failed the search?

Thanks,

Frances

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 19 Jun 2012 11:50:48 GMT

One of the reasons I don't think there is a widespread cry yet is becuase,

in our case we have only found 4 words that make the search fail and we

have 5 very large projects running. So I think people stumble on to the

problem randomly and spend a lot of time trying to figure out if it was an

isolated instance and try to fix it locally.

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Mon, 18 Jun 2012 18:59:10 GMT

Adobe recommend one-to-one relationship. I am curious if that searching issue caused by one-to-mulptiple installation only, otherwise all RH9 server customers should be on one pane only, then no one should have reporting working, then adobe should get the shout from the first RH9 server customer.

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Mon, 18 Jun 2012 18:52:25 GMT

I am not sure and I woud have to check with our engineering team. I know

we purchased 2 RoboSerer 9 licenses and that I go to one admin page, but I

can also go to the admin page of each individual server if needed.

Curt

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Mon, 18 Jun 2012 18:42:53 GMT

Hi Curt,

it looks we are not the only customer that has to shift to one pane, and you must already know that one pane does not give you reporting.

we are still waiting for the patch. I am glad you join the force to push them deliver the patch faster.

do you have one RH9 server-configuration manager connected to 2 tomcat services or it's a one-to-one relationship?

Thanks,

Frances

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Mon, 18 Jun 2012 18:36:36 GMT

I am currently experiencing the same issue. have found multiple words that don't report search results (RoboHelp 9 and RoboServer 9). I have been working with ADOBE support team and they advised that I need to go to a single pane window. If anyone has any updated solutions that would be appreciated.

Thanks

Curt

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Fri, 18 May 2012 13:20:20 GMT

Hi John,

I had editor to change the primary layout back to webhelp pro, but it didn't seem make the reporting change.

Thanks,

Frances

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Thu, 17 May 2012 15:34:31 GMT

Hi John,

I have sent you our link through your personal email. hope you can get it.

I believe we have followed the best practice with regard to the One Pane window publishing. but the primary layout does shift to webhelp when editor tried to do some changes from home. we can do the test and let you know.

Please let me know if you need any more information.

Thanks so much!

Frances

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Thu, 17 May 2012 14:44:09 GMT

Hi, Frances

I'll try to sort this out. You mention you are using window 2008 R2 as the application server. Is it 32 or 64 bit version?

From the online help, I see that only the 64 bit version is supported.

Also, I'm trying to separate two issues you mentioned:

One had to do with statistical reports (which I assume refers to the Feedback Reports, right?)
A second problem was obtaining substring results (vac, etc.) In this regard, have you enabled substring search in Configuration Manager? Here's a screenshot. Note the last item.

What is the URL used to initially bring up the one pane window? Just paste the string into your reply. (you can use xxx.xxx.xxx for the server name if you don't want to reveal the server address.)

Are you following this best practice with regard to the One Pane window publishing?

Make WebHelp Pro your primary layout
Go to Project Setup and create a new window and give it a name (such as One_Pane)
Then make sure you select that custom window when you publish.

Regarding Adobe's Support response that this is a bug, could you send me the report "case" number and the name of the Tech Support person to my email which you can find in my profile. I will refer this to Adobe and see what we can find.

Thanks

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Wed, 16 May 2012 14:18:55 GMT

OK so now we have clarified the issue, perhaps Colum or John Daigle can offer some pearls of wisdom.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Wed, 16 May 2012 14:14:00 GMT

That's exactly what I mean, thanks Peter!

With Webhelp, I use default tripane window, and the searching for "applicant service representative” is fine.

only with webhelp pro, I have to use the single pane if I want the searching for "applicant service representative” return results. but with single pane, RH9 server stops generating statistical reports.

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Wed, 16 May 2012 14:09:12 GMT

So if your users first open the tripane window, search does not work but if they open the single pane, click Show and get the tripane window, then the help works. Is that what you are saying?

Do you have the same problem if you generate WebHelp (not Pro)?

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Wed, 16 May 2012 13:12:42 GMT

sorry Peter, I will try:

with a normal output window, it should be two panes, which you can see the search button and other buttons immediately. but within this normal window, if I search "“applicant service representative”, there is no result return.

so support helped us to change to single pane, as you can see from the first screen shot. the user will have to click on the show link then go to the second screen shot,-normal window and when they start to search in this second screen, they are able to get result from searching "“applicant service representative”.

it seems that extra step- change from single pane to two panes improves the searching function.

Hope I made it clear

Frances

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Wed, 16 May 2012 13:03:47 GMT

In your first post you said you have to use the single pane for better searching. Why?

That single pane has no search. There's something you are not telling us.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Wed, 16 May 2012 12:54:51 GMT

this is what I mean by "single pane"

after click on the show link, get into normal interface.

any comments are appreciated.

Frances

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 15 May 2012 13:09:25 GMT

Hi RoboColum,

with 2 panes set up for the new window, if we search in webhelp: “applicant service representative”, the rank is #1. if we search in webhelp pro, nothing found.

with single pane, this kind of issues are fixed. though users need to click extra "show" link to get into 2 panes. and substring is still not working consistently: if we search vaccine or vaccin, we get result, but if we search vacci or vacc, there will be no results, but if we search vac, all the topics include vac will show up.

we thought comparing to getting statistical reports, we would sacrifice the extra show click step and substring for short term till adobe get us a better solution, but now they are telling me with single pane RH9 server stops generating reports.

so that's i want to know how other company implemented RH9 server and still get a good searching function. otherwise, RH server 9 won't bring us any benifit.

Thanks,

Frances

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Tue, 15 May 2012 09:29:01 GMT

Hi Frances.

Can you tell us what you mean by "we have to use one pane indtead of two" and "better searching"? I am struggling to understand how you have implemented the search function and the problems you have had that led you to implement it this way.

Re: RH9 Server reporting and searching dilema

forums_noreply@adobe.com — Mon, 14 May 2012 18:06:23 GMT

Post moved to RoboHelp Server forum.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

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