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RH8 HTML crashes when trying to re-import/hyperlink files

Guest
Dec 10, 2009 Dec 10, 2009

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RH 8 html crashes/freezes when trying to re-import files that have "mysteriously or magically" disappeared.  So far we have tried many "tricks" that have been provided by this community to others.

Aside from RH8 crashing when trying to import, I am also having problems when trying to insert a hyperlink.

So far we have:

  1. renamed cpd and loading with xpj,
  2. renamed cpd and xpj and loading from hhp,
  3. uninstalled and reinstalled up to lastest patch 8.02,
  4. set the virtual memory to run as system managed
  5. deleted temp files
  6. defragged computer

What on earth can I possibly do next?!  I am at a standstill with my projects and would appreciate a prompt response.

Thank you!

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Community Expert ,
Dec 10, 2009 Dec 10, 2009

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Please see the announcement in the RoboHelp HTML forum. Have you applied the 8.0.2 patch?


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Guest
Dec 10, 2009 Dec 10, 2009

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Yes...I noted that under bullet 3:  "uninstalled and reinstalled up to latest patch 8.02"

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Participant ,
Dec 10, 2009 Dec 10, 2009

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Have you imported each file individually to see which one is causing the error? Perhaps there is something in the HTML of that topic which is causing the crash, it has happened in the past.

would also be helpful if you could perhaps zip those files that are causing the crash on import and post them up here for others to test......

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Guest
Dec 10, 2009 Dec 10, 2009

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I'm sorry maybe you misunderstood the title of my post.  Let me clarify it --  Robohelp is crashing after I select import or when I select Insert >> Hyperlink/Popup >>  Link to: (as soon as I select File).  Robohelp does not get me to the point where I can even select a file. So, how can I try importing each file if my import/hyperlink is not working?

Thanks for your suggestion.

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Community Expert ,
Dec 10, 2009 Dec 10, 2009

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Yes sorry, I missed that you had applied 802.

The first thing I would try is to create a new project to see if the same happens when you try to import the same file into that.


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Guest
Dec 10, 2009 Dec 10, 2009

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The project I'm currently working on is having the difficulties..I have a separate existing project that I'm experiencing the same thing with.  I'll try creating a whole new project and see what happens and I'll get back to you on the result.

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Guest
Dec 10, 2009 Dec 10, 2009

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Okay I created a Test project and tried to hyperlink - it froze up (as I've been experiencing with my two pre-existing projects).

I also tried to import a document and it froze up once again.

It will not allow me to "x" out of the program.  I have to go to task manager to end the project.

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Community Expert ,
Dec 10, 2009 Dec 10, 2009

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Are your projects on your local drive?

Is any source control involved?


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Guest
Dec 10, 2009 Dec 10, 2009

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Yes they are on my local drive and SVN is used for the source control.

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LEGEND ,
Dec 10, 2009 Dec 10, 2009

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Hi there

What is the actual path to the files? Perhaps try creating a folder very near the root of the C drive and move the project there. See if that helps.

Cheers... Rick

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Community Expert ,
Dec 10, 2009 Dec 10, 2009

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... and if not, do any of the folders or files have apostrophes in them? Just a long shot based on an entirely different problem where that was the solution.


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Guest
Dec 11, 2009 Dec 11, 2009

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The path I have my project saved within is:  C:\Documents and Settings\UserProfileName\My Documents\My RoboHelp Projects\

As far as apostrophe's go - no there's none in the title of my topics and/or folders.

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Community Expert ,
Dec 11, 2009 Dec 11, 2009

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I'd go with c:\projectname to be really safe

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Guest
Dec 11, 2009 Dec 11, 2009

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Mine is located in the default location from Robohelp..isn't that safe enough?

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LEGEND ,
Dec 11, 2009 Dec 11, 2009

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Hi there

Consider that your project name is MyWonderfulProject.

Your path would be:

C:\Documents and Settings\UserProfileName\My Documents\My RoboHelp Projects\MyWonderfulProject

Compare that to what was suggested:

c:\projectname, which would be c:\MyWonderfulProject or maybe c:\Projects\MyWonderfulProject

Closer comparison:

C:\Documents and Settings\UserProfileName\My Documents\My RoboHelp Projects\MyWonderfulProject

C:\Projects\MyWonderfulProject

We've seen longer paths have issues. Particularly when combined with organizing into folders and long topic names.

For example, something like this:

C:\Documents and Settings\UserProfileName\My Documents\My RoboHelp Projects\MyWonderfulProject\MyFolder\MyOtherReallyCoolFolder\MyOtherReallyCoolSubfolder\MyReallySuperCoolTopic.htm

Cheers... Rick

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Guest
Dec 11, 2009 Dec 11, 2009

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Okay so I copied my project folder into C:/"project name" and it still freezes up when I try to import and/or hyperlink.

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Community Expert ,
Dec 13, 2009 Dec 13, 2009

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I don't know what else to suggest. Normally when something like this occurs in every project, it is pretty certain that the installation is the issue but you have already uninstalled and reinstalled, or have you?

When you uninstall 802 it does not uninstall RH, just that patch. If you go back the Add/Remove Programs, you will find 801 showing. Uninstall that and you will then see RH8. Three uninstalls needed.

Also try it using http://www.revouninstaller.com.

The other thing to try is another PC to prove it all works there.

I am assuming this functionality did work and then went wrong.


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Guest
Dec 14, 2009 Dec 14, 2009

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The system didn’t even see RH8 as being installed.  I re-installed it over top of the files that were there already, I didn’t un-install.  After that I was able to run the update to 802.

What do you suggest that I do now?  Should I be uninstalling?

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Community Expert ,
Dec 14, 2009 Dec 14, 2009

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You said at the beginning that you had uninstalled RH8. How could you uninstall it if the system did not see it? I'm confused now but it is all pointing to a bad install so I would uninstall as I described and start again.

Let us know if that fixes it this time.

After each uninstall, either press F5 in Add Remove or close and reopen it.

Your call but I would be using RevoUninstaller to clear up all remnants.


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Guest
Dec 14, 2009 Dec 14, 2009

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My apologies, I checked with our IT department and he stated that he did not uninstall the program as it was not recognizing the RH8 program.  I had thought he uninstalled it.  We'll try your suggestion and I'll be posting back with the outcome.  Thanks!

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Guest
Dec 14, 2009 Dec 14, 2009

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Okay, so the IT guy did what you suggested.  He did this twice because he was not familiar with RevoUninstaller, he missed the "scanned" step., so we "redid" per your instructions and it is still NOT working.

Also, both projects take extremely long to open...maybe it's do to their size (300 MB and 720 MB)?

Lastly, why is Adobe using a 3rd party uninstaller?  Why not just have one programmed within Robohelp?

I am very disappointed with the results - we uninstalled and reinstalled all 3 programs (RH8, RH8.1 and RH8.2) and still no closer to a resolution.

I never had these problems with RH7 and wished I never upgraded to 8 - it's been more of a hassle and "downgrade" than anything (sorry, just need to vent).

Any other suggestions are much appreciated!

Thanks!

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Community Expert ,
Dec 14, 2009 Dec 14, 2009

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Adobe is not using a third party uninstaller. Where do you get that idea? This is a user to user forum and I am not an Adobe employee, I am another user like you. Experience has shown those of us who support the forum that RevoUninstaller can remove remnants that a bad install or uninstall may leave behind. Given the problems you are having, it was a possibility that some such registry entry had got damaged.

300mb is pretty large. I have 12,000 topics and I split it into separate projects that are merged to give the user the illusion they are looking at one output. I have seen larger projects but guess why I get to see them, because people are having problems. However, the projects are usable to a degree and they are not giving the level of trouble you are experiencing. Also let's not overlook you had this trouble with a brand new project.

It would be easy to point a finger at source control until you take into account that new project would not have been in source control.

So it seems reasonable, if not scientific, to rule out your project. That makes us look to the installation. That is on your desktop, has just been reinstalled and patched. You should try a new project with the new installation but I somehow don't think it will make a difference. Was the test a simple new project and importing something that was not involved with the problem you are having, a new Word document for example?

With RH on your C drive, Word on your C drive and your profile on your C drive, a project on your C drive should work just fine. So given all those statements are correct, the next thing to look at is your profile and your environment.

Get your IT guy to install the trial version on another PC and then log on to that. If the problem persists, discuss with IT giving you a temporary profile. Does that make any difference? If it does not, then revert to your normal profile as that contains all your settings for all your software.

For now, forget your real projects and do all your testing with simple new projects or the supplied sample projects.

What you are experiencing is not normal or none of us could work.

Post back when you have tried the above.


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Community Expert ,
Dec 14, 2009 Dec 14, 2009

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A couple of long shots from looking through some old problems.

Do you have something called Joint Mission Planning System on your machine?

Do you have WebRoot on your machine?


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Advisor ,
Dec 15, 2009 Dec 15, 2009

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You refer to the IT guy doing the install/uninstall, but under which user name?

RH prefers that you install it as yourself with full admin rights, and that you retain such rights for at least the opening of one project. After that, I believe it's safe for IT to remove those rights, if that's your company process.

Good luck,

Leon

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