Adobe Community : Popular Discussions - RoboServer

RoboHelp server not returning any search results

forums_noreply@adobe.com — Thu, 04 Sep 2014 01:10:13 GMT

I am using RoboHelp Server 9 with RoboHelp 11, using WebHelp Pro. My table of contents and index are working fine, but my search pane is not returning any results. It just keeps coming back with "Sorry, we were unable to find a good answer to your question". I've republished several times, and rebooted the RoboHelp server.

How do I troubleshoot this issue? I'm not familiar with how the search indexing works.

Books, Topics Missing from TOC

forums_noreply@adobe.com — Tue, 18 Feb 2014 18:45:37 GMT

Why when publishing and merging 2 projects, one of the projects does not completely publish? When I publish each as a standalone project they each publish completely.

Additional Info - Using RoboHELP Server Web Administrator, if I uncheck the "Automatically merger projects of the same type" and then View each project seperately each Project is complete (the TOC for each is complete). If I check the "Automatically merger projects of the same type" and view the merged Project one of the Projects is only partially viewable. In other words the TOC does not contain all the project books and pages. Unchecking the "Automatically merger projects of the same type" and the TOC is once again complete.

I applied a fix suggested by Adobe support and now I am getting the following message whenever I click on a Book in the TOC at any level, "Loading, click to cancel..." BTW, clicking on the message does nothing.

Short URL in the browser address bar

forums_noreply@adobe.com — Thu, 24 Feb 2011 03:23:35 GMT

Hi we are using Robo Help product. we launched it on Apache Tomcat server.

When we publish a project in an area and try to view that, the URL in the address bar is displayed very long with % characters and other junk.

can anyone please let me know how to customize the URL? a user friendly URL in place of the long URL. Any help would be greatly appreciated. Thank you!

The help page you are looking for can be found at here.

forums_noreply@adobe.com — Tue, 01 Sep 2009 15:45:19 GMT

Hi all,

I'm trying to reach context sensitive help by constructing a URL like this: "http://helpsite.com/robohelp/server?area=abc_12&prj=asd_21&ctxid=555"

This URL is then opened in a simplified browser but all we get is a page saying: "The help page you are looking for can be found at here." By clicking on "here" you will eventuall be forwarded to the correct home page. I've searched through the server installation for this text and it can be found in a few places:

onRequestNewWnd.htm
win_def_redirect.asp
win_ie_iframe.asp
win_ns_iframe.asp

Not quite sure what any of that means so I'm hoping someone here can help me.

Kind Regards,

Erik

SEO-Compatbile WebHelp/Knowledge Base

forums_noreply@adobe.com — Thu, 01 Oct 2009 07:02:25 GMT

Hi,

We create our WebHelp using RoboHelp 8 and it is saved on our FTP.

However, we want to make sure the help is indexed by Google (right now, it is not) and would also like to provide more of a "knowledge base" feel to the site.

From what I have found on the web, it seem that RoboHelp Server does provide this capability.

Can anyone share their experience of migrating from RoboHelp 8 to RoboHelp Server 8?

What are the pitfalls, advantages, etc.?

Thanks,

Debbie

RoboHelp Server 9 Crashes Periodically

forums_noreply@adobe.com — Thu, 06 Dec 2012 20:59:51 GMT

I am using RoboHelp Server 9 to allow users of RoboHelp HTML v9 to publish too. There has been nothing but problems with the server component since the beginning of time. Basically all functionallity of the server works as described except for the fact it crashs periodically throughout the day. Below I will describe with detailed explination of my setup here...

Also, the problems only appears during the day when load on the server is greater than in the evening. The server will run all night without load just fine, but in the morning 45 minutes into the day it goes unresponsive... :-(

Operating System Specifications:

Windows 2008 Server R2 64bit

16GB Memory

Java v1.6.0_37 64bit

Tomcat v7 64bit

Oracle Database Enterprise 64bit

Adobe RoboHelp Server 64bit

Tomcat server seems to run OK for 60-90 minutes and then starts to hang and become unresponsive. After a lot of stopping and starting the Tomcat service for weeks I started to use JConsole to monitor the Tomcat service. It seems that the problem is geared around the fact that the Java processes spawn numerous threads over time and does properly kill them off after usage (see graph below).

If you look at any of the randomly spawned threads its current state is the following...

Name: http-bio-80-exec-305
State: WAITING on java.util.concurrent.locks.ReentrantReadWriteLock$NonfairSync@72a0009d
Total blocked: 0  Total waited: 1

Stack trace: 
 sun.misc.Unsafe.park(Native Method)
java.util.concurrent.locks.LockSupport.park(Unknown Source)
java.util.concurrent.locks.AbstractQueuedSynchronizer.parkAndCheckInterrupt(Unknown Source)
java.util.concurrent.locks.AbstractQueuedSynchronizer.doAcquireShared(Unknown Source)
java.util.concurrent.locks.AbstractQueuedSynchronizer.acquireShared(Unknown Source)
java.util.concurrent.locks.ReentrantReadWriteLock$ReadLock.lock(Unknown Source)
adobe.robohelp.server.BrowserPool.getBrowser(BrowserPool.java:798)
adobe.robohelp.server.ServerData.getBrowser(ServerData.java:294)
adobe.robohelp.server.RoboHelpServer.doGet(RoboHelpServer.java:133)
javax.servlet.http.HttpServlet.service(HttpServlet.java:621)
javax.servlet.http.HttpServlet.service(HttpServlet.java:728)
org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:305)
org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:210)
org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:222)
org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:123)
org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:472)
org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:171)
org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:99)
org.apache.catalina.valves.AccessLogValve.invoke(AccessLogValve.java:931)
org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:118)
org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:407)
org.apache.coyote.http11.AbstractHttp11Processor.process(AbstractHttp11Processor.java:1004)
org.apache.coyote.AbstractProtocol$AbstractConnectionHandler.process(AbstractProtocol.java:589)
org.apache.tomcat.util.net.JIoEndpoint$SocketProcessor.run(JIoEndpoint.java:310)
   - locked org.apache.tomcat.util.net.SocketWrapper@7c5cf550
java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source)
java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
java.lang.Thread.run(Unknown Source)

Google turns up some information about 'java.util.concurrent.locks.ReentrantReadWriteLock$NonfairSync' problems. The general consensus is to use '-XX:+UseMembar' as a runtime argument. I tried this and didnt notice any improvement. :-(

Another thing I tried was to increase the size of the maxThreads to 400 and 500 respectively. Seeing no change in performance with either setting.

Looking in the logs after a given crash produces NO EXCEPTIONS or other informational error relating to why it crashed.

Whats really got me confused is why the entire Tomcat service becomes unresponsive and not just the RoboHelp contexts in particualr?

----------------------

Just so we are clear and I don't want people to chasing a Tomcat v7 only issue, but I have tried the exact same setup with Tomcat v6 and expierence the same types of crashes throughout the day.

Any help or suggestions will be appreiceated!!!

Context Sensitive Help Opens Multiple Tabs in Browser

forums_noreply@adobe.com — Fri, 02 Nov 2012 20:27:00 GMT

Hello,

I am using RH 9 with RH 9 Server and testing our context sensitive help mapping. The mappings appears successful, however, the correct topic opens in 3 separate tabs inside IE9.

The first of the three tabs state: "The help page you are looking for can be found at here. "(If I click this link, it too will open the correct topic).
The other two tabs open the topic correctly.

Why the redundancy?

I am using a two-pane Window with Default Browser Settings checked. I am using a skin (Chrisi) with Contents, Search, Index, and Glossary enabled.

I have no issue with how it is displayed only that it opens 3 tabs every time.

I have looked through the forums and read through Grainge.org.

Any guidance is most appreciated.

Thanks,

Julie

Why will my context search setting not turn off when set to "off" in RH9?

forums_noreply@adobe.com — Thu, 27 Sep 2012 20:21:20 GMT

I am currently using RH9, publishing to RHS9 using Webhelp output. When I turn my search context setting to "off', it's not taking effect in my published results. I keep getting the context information in my search results, though not in all of them. Anyone know how I can get this setting to turn off and stay off?

RHS9 & RH8/Clicking links to topics more than 3 "deep" in the TOC does not open the TOC

forums_noreply@adobe.com — Fri, 29 Jun 2012 18:17:58 GMT

Our IT department recently purchased and installed RoboHelp Server 9. I am publishing two RoboHelp 8 projects to the server using WebHelp Pro output. When I view the projects, I am able to navigate the table of contents without issues, but if I click on a link in a topic that links to another topic that is 3 or more "deep" in the table of contents, the topic will display in the main window but not open its location in the TOC. I am able to navigate the topic in the TOC myself and view it without a problem.

The behavior we expect when clicking on a link to a topic that has an entry in the TOC is that the TOC will open and highlight the topic as well as open it in the main window. We need this functionality because we use a "recent updates" page and would like our staff to see where a topic is located in the TOC after they click the link to the topic.

This behavior does not occur with items two levels deep in the TOC or with our current WebHelp output. Using our smaller, 600 topic project, we tried removing all TOC books except for one that went 3 levels deep and then tried to duplicate the behavior - but it worked fine. So, we suspect that it is an issue with RoboHelp Server and the number of topics/TOC entries we have. (Roughly 600 in one project and 1500 in another)

We have attempted the Adobe fix described here: http://helpx.adobe.com/robohelp/kb/books-topics-missing-toc-webhelp.html which results in the same behavior, as well as some new behavior when attempting to access items 3 or more deep in the TOC - the message, "Loading, click here to cancel..." displays and the topic will not load. (Similar to this thread: http://forums.adobe.com/message/4116269#4116269) We've since reinstalled the server, republished the projects and we're back to square one.

Any thoughts on this behavior? We're at a loss at this point.

Does RoboHelp Server provide version control for RoboHTML files?

forums_noreply@adobe.com — Thu, 29 Apr 2010 21:40:59 GMT

If it does, how does it do it? and if not, then what are folks using to track and share all their HTM files that are created in RoboHTML and used on the RoboHelp Server?

Is Windows 7 robust enough for hosting a RH Server 9?

forums_noreply@adobe.com — Fri, 22 Aug 2014 20:44:25 GMT

Hi all. Can anyone comment as to whether or not a Windows 7 system would be robust enough to host customer-facing documentation (with var. access rules incorporated)? Or, is a Windows server worth the extra $.

We have about 220 customers who'll be making occasional access to the docs. (Hard to know how many would be concurrent at heaviest use.)

Thanks.

-Kurt

Context-Sensitive Help Reports Are Blank

forums_noreply@adobe.com — Mon, 28 Apr 2014 15:25:52 GMT

We're not seeing any information in our server CSH reports at all. They're completely blank. Our context sensitive help calls work just fine: we have 100+ mapIDs and they're called properly when the user presses F1 and the correct help topic appears. It's simply that the CSH reports on the server are always blank. All other server reporting works fine.

Any ideas?

Is there a way to have security with help without buying Roboserver?

forums_noreply@adobe.com — Thu, 20 Jun 2013 11:20:25 GMT

I'm on Robohelp 10, and I publish to Winhelp. I have 11 different roles from which users can choose from a drop-down. My managers would like to restrict access to certain of those roles to those people who are allowed to use certain functionality. For example, my managers would like learning requestors to not be able to see the help and procedures for the system administrators. We're willing to either set up usernames/passwords for all of our users (although that would be very cumbersome, involving hundreds of users) or tie access to the user's regular system log in that they use for everything else, which should automatically restrict their access in help (or so I would hope). We do have Sharepoint, so if using Sharepoint security is an option, we would be willing to consider that. Our preference is to use their existing access, as they already are broken into the same roles that the help I wrote for that system documents.

Is there any way to accomplish access control to certain roles WITHOUT having to buy Roboserver?

30002 Error/ORA-00942 table or view does not exist

forums_noreply@adobe.com — Thu, 28 Mar 2013 20:42:27 GMT

Hi,

We're running RoboServer 9 with Tomcat 7 on a Windows 2008 R2 machine. The database we are trying to connect to is an Oracle 11g database on a Linux x86_64 host. I'm connecting using the Oracle drivers via the ODBC. When I click 'test connection' from the ODBC administrator or from within the configuration application, I get a "connection successful" message. Here's the problem.

When trying to run our reporting, especially 'Frequently Accessed CSH' or 'Frequently Accessed Topics' we get the following error.

Checking the localhost.log in Tomcat, we get this:

Mar 28, 2013 10:37:41 AM org.apache.catalina.core.ApplicationContext log

SEVERE: java.sql.SQLException: [Oracle][ODBC][Ora]ORA-00942: table or view does not exist

java.sql.SQLException: [Oracle][ODBC][Ora]ORA-00942: table or view does not exist

at sun.jdbc.odbc.JdbcOdbc.createSQLException(Unknown Source)

at sun.jdbc.odbc.JdbcOdbc.standardError(Unknown Source)

at sun.jdbc.odbc.JdbcOdbc.SQLExecDirect(Unknown Source)

at sun.jdbc.odbc.JdbcOdbcStatement.execute(Unknown Source)

at sun.jdbc.odbc.JdbcOdbcStatement.executeQuery(Unknown Source)

at adobe.robohelp.server.FlexReports.AreasReqHelpReport.SetData(AreasReqHelpReport.java:84)

at adobe.robohelp.server.FlexReports.Report.ProcessReport(Report.java:295)

at adobe.robohelp.server.ReportManager.doCommand(ReportManager.java:395)

at adobe.robohelp.server.RoboHelpServer.doGet(RoboHelpServer.java:144)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:617)

at javax.servlet.http.HttpServlet.service(HttpServlet.java:717)

at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.j ava:290)

at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)

at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233)

at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191)

at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:470)

at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)

at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102)

at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109)

at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:293)

at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:859)

at org.apache.coyote.http11.Http11Protocol$Http11ConnectionHandler.process(Http11Protocol.ja va:602)

at org.apache.tomcat.util.net.JIoEndpoint$Worker.run(JIoEndpoint.java:489)

at java.lang.Thread.run(Unknown Source)

It looks like all the tables exist on the database--here's what we have:

TEST:

ROBOTST4> select object_name from dba_objects where object_type='TABLE' and owner='MCVICKER';

OBJECT_NAME

--------------------------------------------------------------------------------

TACTIONTYPE

TERRORTYPE

THELPPROJECT

THELPSPACEERROR

TUSER

TPROBLEM

TSOLUTIONACTION

THELPTOPICS

TUSERPREFS

TSETTING

TSESSION

TACCESSTYPE

TROBOGROUPS

TROBOUSER

TROBOUSERGROUPS

TLDAPUSERGROUPS

TGROUPPERMISSIONS

TLDAPGROUPS

TCOMMENTS

TDELETEDCOMMENTS

TUSERTOPICRATING

TAVGTOPICRATING

22 rows selected.

Robo.dll issue

forums_noreply@adobe.com — Fri, 13 Nov 2009 19:00:55 GMT

I have tried to publish my files to the QA server, but without success. In checking the server, all seems fine. I've copied files directly from my remote sytem directly on the QA server so that both my production and QA are in synch.

However, in trying to access the URL for my QA server, it displays this additional file information (which I've bolded) and I am at a loss as to it's meaning.

Is it redirecting? Am I missing a component? What do I do to fix it? I looked online, but can't seem to find anything. I appreciate any help I can get.

Here's the end portion of the URL:

....suntrust.com/robo/bin/Robo.dll?newsess=1

And the error message on the white page it displays is:

RobHelp Enterprise is currently unavailable.

trying to publish old X5 webhelp pro project using Robo 6

forums_noreply@adobe.com — Mon, 06 Apr 2009 18:50:41 GMT

I apologize immediately for this being confusing....Have to provide a bit of background b4 I get to the "roboengine" part of my question.

First - I inherited an old X5 Webhelp Pro help project (CSH) that was published with a web app developed with .NET. The app is still in use but the help hadn't been updated in 2+ years. Without going in to all the "why"s, here is the bottom line.

The old x5 project has been opened in Robo 7 but since then, worked on in Robo 6. Just the usual assortment of content edits, a new template, and such.

All seemed fine until the project started hanging up on me to the point where I could no longer even work on it. Literally, I try to edit one topic and it hangs. Have tried creating new project and reimporting files and some other things with no luck.

So..being up against an immediate and immoveable deadine, I downloaded a trial version of Robo 8 to see if the version issues might be the problem. Project stoped hanging BUT.... now I can't publish using the old publish info. New server, new security , new policies in place. Thought we could just copy the updated files to the existing network folders/structure (where the help was served up from 2 years ago and still should be.) Deleted the old files, kept the folders, and copied the new stuff into the existing folders. Now when we click the CSH help button from the web app here's the message we see:

CONGRATULATIONS! The RoboEngine .NET has been successfully created. To get started using RoboEngine you need to publish a project.

I don't even know where to start troubleshooting this. Don't know what version of roboengine is out there or where it is. . Anyone have any jumping off points for me? Other than the nearest tall bridge... :-)

RoboEngine Software

forums_noreply@adobe.com — Thu, 06 Apr 2006 20:05:25 GMT

Greetings,
I have been using RoboHelp Office X5 for more than a year now and I have deployed them to machines and file directories using FlashHelp. My company and I are moving in the direction of publishing all of these help systems onto a dedicated Robohelp server. Based on information that I am reading, I see that I need to acquire a Robo Engine. Any idea on what this costs? I can't seem to find it on this MM/Adobe site.

Also, can I publish multiple projects out of one Roboengine disc? I am sure that I can, but I just didn't know. How does this work, do we assign a unique URL for each project?

Thanks,
Chris