1 2 3 Previous Next 92 Replies Latest reply: May 18, 2012 8:47 AM by Peter Grainge RSS

    RoboHelp 8 crashes on Windows 7

    Duncan.Baxter

      I have used RoboHelp for years and we have just purchased new laptops with Windows 7, we are finding that it appears that RoboHelp 8 will not run on Windows 7.

       

      The software appears unstable as even the simplest action crashes RoboHelp, the Event Log shows:

       

      Error.GIF

       

      Can anyone help with how to resolve this issue?

        • 1. Re: RoboHelp 8 crashes on Windows 7
          RoboColum(n) ACP

          Hi Duncan and welcome to the RH community.

           

          You don't say whether you are on the 32 bit or 64 bit version of Windows 7. Only the 32 bit version is officially supported although others are running RH8 and the 64 bit version of Windows 7 successfully. Check that you have all the RH8 updates installed. These can be found here. Also do not ahve your RH projects on a network drive.

           

           



            The RoboColum(n)

            @robocolumn

          • 2. Re: RoboHelp 8 crashes on Windows 7
            Duncan.Baxter Community Member

            Hi Colum

             

            Thanks for the reply to my forum posting.

             

            I am currently running a 32 bit version and the project files are located on the hard drive not over a network.

             

            All the updates to RoboHelp are installed.

             

            There was no issue when I ran RoboHelp 8 on XP, however since we have purchased new hardware/Windows 7 we are finding RoboHelp very unstable and it is getting to the point of our company looking for alternative products.

             

            Any further help would be appreciated.

             

            Thanks

             

            Duncan

            • 3. Re: RoboHelp 8 crashes on Windows 7
              RoboColum(n) ACP

              Are you experiencing issues with completely new projects as well as legacy ones? If not, try renaming the legacy project's .CPD file before opening it. If the problem is with all projects, check that the laptops anti-virus software isn't interfering in any way. There have been occasional posts here where this is the case and with new laptops this maybe the case.

               



                The RoboColum(n)

                @robocolumn

              • 4. Re: RoboHelp 8 crashes on Windows 7
                Duncan.Baxter Community Member

                Hi Colum

                 

                Yes we have issues with both new and legacy projects.

                 

                I will try running the projects whilst not connected to the internet with the virus protection off.

                 

                Thanks again for the advice.

                 

                Duncan

                • 5. Re: RoboHelp 8 crashes on Windows 7
                  RoboColum(n) ACP

                  Let us know what occurs. If you use RoboSourceControl you could try seeing if that is the issue as well. Perhaps seeing if a completely stand alone project managed by one author and not in source control has the same issues. I'm assuming that there is no rhyme or reason to the crashes (i.e. it isn't something that occurs every time you add a table or create a topic.



                    The RoboColum(n)

                    @robocolumn

                  • 6. Re: RoboHelp 8 crashes on Windows 7
                    Duncan.Baxter Community Member

                    Colum

                     

                    We are not using RoboSource Control we are simply running the project from a single PC. RoboHelp crashes for no reason at all, you can simply be hovering over a menu item and it crashes - very frustrating

                    • 7. Re: RoboHelp 8 crashes on Windows 7
                      paulnewbold

                      Duncan, did you (or anybody elese who's reading this!) even find out why RH8 was crashing under Windows 7? I've had RH 8.0.2.208 installed in a new Dell laptop running Windows 7 Enterprise for over a week  now. Unfortunately there are frequent crashes. It's not at the point of unusability, but it it a major pain.

                      • 8. Re: RoboHelp 8 crashes on Windows 7
                        Duncan.Baxter Community Member

                        No Adobe have not found a solution to the problem with running RoboHelp 8 on Windows.

                         

                        They have had numerous suggestions, from running registry cleaners, creating new user profile, but none work. In fact at times you literally need to just 'touch' RoboHelp and it crashes.

                         

                        It is extremely frustrating as a substantial amount of our company business is the creation, hosting and updating of content prepared using RoboHelp.

                         

                        The only way I have found to run RoboHelp is to install 'Windows XP mode' as a virtual environment.

                         

                        I live in hope of a solution!

                        • 9. Re: RoboHelp 8 crashes on Windows 7
                          Peter Grainge ACP/MVPs

                          I suspect the reason Adobe haven't found a solution is they are not looking for one as RoboHelp 8 is working fine on Windows 7 32 bit. I'm reply from such a machine, incidentally a Dell laptop.

                           

                          RoboHelp 8 on 32 bit is supported so if you cannot resolve this by uninstalling and reinstalling, I can only suggest you take it up with Adobe. It is working for most people.

                           


                          See www.grainge.org for RoboHelp and Authoring tips

                           

                          @petergrainge

                          • 10. Re: RoboHelp 8 crashes on Windows 7
                            paulnewbold Community Member

                            A colleague who's using RH8 on WIn 7 (without crashes) has just suggested going to Tools > Options > General tab and checking the box for Clear project cahe (.cpd file) before opening any project - I'll give it a try and see if it cures the problem.

                            • 11. Re: RoboHelp 8 crashes on Windows 7
                              Peter Grainge ACP/MVPs

                              Colum suggested deleting the CPD earlier in the thread.

                               


                              See www.grainge.org for RoboHelp and Authoring tips

                               

                              @petergrainge

                              • 12. Re: RoboHelp 8 crashes on Windows 7
                                Duncan.Baxter Community Member

                                Thanks for that. We have the 'delete CPD' option ticked and RoboHelp still crashes.

                                 

                                It just seems RoboHelp is unstable on Windows 7. We are using the 32-bit operating system.

                                 

                                The only way forward I can see is to look for an alternative to RoboHelp

                                • 13. Re: RoboHelp 8 crashes on Windows 7
                                  Peter Grainge ACP/MVPs

                                  Given that this is not typical, the cause seems more likely to be your environment or the project, either of which might also impact another tool.

                                   

                                  Are you able to try on a Windows 7 machine off site?

                                   

                                  You say the problem is with new and legacy projects. Have you also tried the supplied samples?

                                   

                                  You will find the samples at

                                   

                                  C:\Program Files\Adobe\Adobe RoboHelp 8\RoboHTML\Samples\en_US

                                   

                                  or

                                   

                                  C:\Program Files\Adobe\Adobe Technical Communication Suite 2\Adobe RoboHelp 8\RoboHTML\Samples\en_US

                                   


                                  See www.grainge.org for RoboHelp and Authoring tips

                                   

                                  @petergrainge

                                  • 14. Re: RoboHelp 8 crashes on Windows 7
                                    Duncan.Baxter Community Member

                                    I have tried open one of the 'sample projects' and yet again RoboHelp crashes as soon as you do a minor thing like hover over a menu item.

                                     

                                    We tried creating new projects as well as opening existing projects - again CRASH!

                                     

                                    Dell have replaced hardware on this laptop, disabled hardware all of which still result in RoboHelp crashing.

                                    • 15. Re: RoboHelp 8 crashes on Windows 7
                                      Peter Grainge ACP/MVPs

                                      I'm sorry but I really do think the problem is with your machine or the environment. That is the only time I normally see anyone report problems with the sample projects.

                                       

                                      It seems unlikely that Dell would replace hardware just because one piece of software is failing. Is there some other information not shared so far?

                                       

                                      I cannot see that you have tried a simple uninstall and reinstall, has that been tried? Was RH installed by someone with local admin rights? That is essential.

                                       

                                      Have you tried right clicking the RH shortcut and selecting Run As Administrator?

                                       


                                      See www.grainge.org for RoboHelp and Authoring tips

                                       

                                      @petergrainge

                                      • 16. Re: RoboHelp 8 crashes on Windows 7
                                        Duncan.Baxter Community Member

                                        Yes we have tried the 'simple uninstall and reinstall' all of which are performed as Administrator and we have tried right clicking and running as Administrator.

                                         

                                        We have even reinstall Windows, installed just RoboHelp and RoboHelp crashes.

                                         

                                        Dell replaced the hardware as original Windows Explorer was crashing and Dell felt confident that a new hard drive would fix the fault. It did not and when they looked into the event logs for the Explorer crash they found a software conflict which appears to be RoboHelp - since removing RoboHelp, Windows Explorer does not crash.

                                        • 17. Re: RoboHelp 8 crashes on Windows 7
                                          Peter Grainge ACP/MVPs

                                          You may have covered this but I haven't looked back through the thread and it's late here so I'm skipping that. Have you tried working whilst disconnected from the network?

                                           


                                          See www.grainge.org for RoboHelp and Authoring tips

                                           

                                          @petergrainge

                                          • 18. Re: RoboHelp 8 crashes on Windows 7
                                            Duncan.Baxter Community Member

                                            We work on the files locally, not over a network and we are not using Source Control.

                                             

                                            I have noticed if I run the  'Program Compatibility' for RoboHelp it reports that 'RoboHTML is incompatible'.

                                            • 19. Re: RoboHelp 8 crashes on Windows 7
                                              Peter Grainge ACP/MVPs

                                              Yes I know you work on the files locally. My point was to try working whilst disconnected from the network. Not the same thing.

                                               


                                              See www.grainge.org for RoboHelp and Authoring tips

                                               

                                              @petergrainge

                                              • 20. Re: RoboHelp 8 crashes on Windows 7
                                                Duncan.Baxter Community Member

                                                We do not connect to a network to work on the files, all work is done locally.

                                                • 21. Re: RoboHelp 8 crashes on Windows 7
                                                  Captiv8r ACP/MVPs

                                                  Hi Duncan

                                                   

                                                  Peter is well aware that you are working on the files locally. What he is asking if you have tried disconnecting your computer from the network and trying to work. See if you are able to sever the connection (usually by disconnecting the LAN cable from the network card) and see if that makes a difference in the behavior of RoboHelp. Does it still crash if you do this? Does it even start up? What is the behavior?

                                                   

                                                  The thing is, we are finding ourselves in somewhat uncharted waters with your particular setup. Personally, I'm using Windows 7 64 bit and RoboHelp 8 works just fine most of the time. It's crashed on me once or twice, but that doesn't surprise me much as I always am running gobs of applications and very seldom reboot the computer.

                                                   

                                                  Cheers... Rick

                                                   

                                                   

                                                  Helpful and Handy Links

                                                  RoboHelp Wish Form/Bug Reporting Form

                                                  Begin learning RoboHelp HTML 7 or 8 moments from now - $24.95!

                                                  Adobe Certified RoboHelp HTML Training

                                                  SorcererStone Blog

                                                  RoboHelp eBooks

                                                  • 22. Re: RoboHelp 8 crashes on Windows 7
                                                    MergeThis Community Member

                                                    Errrr...I believe Peter is suggesting that working locally but connected to the network might be causing a buildup of network sewer gases to impact your situation.

                                                     

                                                    I would agree with his earlier statement about your environment, and would suggest you look to what your IT peeps are doing. Have they set up My Documents as a "virtual" folder actually on the network, or some other ghastly command and control functionality? Have they set up anti-virus chaos? You might ask them to either turn the A/V off as a test, or filter the RH folders out of contention. One of our least tech-savvy writers got a new Windows 7 box (not a laptop) the other day, and is experiencing no problems of this type, with either RH or IE.

                                                     

                                                     

                                                    Good luck,

                                                    Leon

                                                    • 23. Re: RoboHelp 8 crashes on Windows 7
                                                      Peter Grainge ACP/MVPs

                                                      Thanks Rick and Leon, that is exactly what I was suggesting - yanking the network cable out to see if the files can still be accessed or if some other gremlin suddenly cannot wreak havoc.

                                                       


                                                      See www.grainge.org for RoboHelp and Authoring tips

                                                       

                                                      @petergrainge

                                                      • 24. Re: RoboHelp 8 crashes on Windows 7
                                                        Duncan.Baxter Community Member

                                                        There is no network involved here, the lapotop is not connected to a VPN/network, it runs completely stand alone.

                                                        • 25. Re: RoboHelp 8 crashes on Windows 7
                                                          MagJoHan

                                                          A colleague and I (both working from different locations but on Windows 7 32 bit machines) are having the same problem with

                                                          RH8 crashing. In addition, Outlook, Word, PowerPoint - most other applications open will crash without cause as well. Installation of RH8 has been completely unstable on Windows 7 for us.

                                                          • 26. Re: RoboHelp 8 crashes on Windows 7
                                                            Peter Grainge ACP/MVPs

                                                            So all your apps are crashing and you report RH is unstable! Sounds like it is something else that is unstable or am I missing your point?

                                                             


                                                            See www.grainge.org for RoboHelp and Authoring tips

                                                             

                                                            @petergrainge

                                                            • 27. Re: RoboHelp 8 crashes on Windows 7
                                                              MagJoHan Community Member

                                                              No, nothing "else" is unstable. Ever since I've installed RH8, my other applications close unexpectedly when I do even the simplest tasks. It's exactly like the individual on the forum said, except that several other apps are also exhibiting the behavior. There were no problems even remotely similar to this prior to the install.

                                                               

                                                               

                                                               

                                                              Maggie

                                                              email: mhaenel@docntrain.com

                                                              www.docntrain.com

                                                              • 28. Re: RoboHelp 8 crashes on Windows 7
                                                                Peter Grainge ACP/MVPs

                                                                I am still not clear. You say that nothing else is unstable and then go on to say that if you perform the simplest task your other apps close. That seems to be a complete contradiction. Do you perhaps mean that if you do something with RoboHelp, it closes other applications?

                                                                 


                                                                See www.grainge.org for RoboHelp and Authoring tips

                                                                 

                                                                @petergrainge

                                                                • 29. Re: RoboHelp 8 crashes on Windows 7
                                                                  CtrlAltDave

                                                                  I am evaluating Help tools for my organisation, and compatibility issues with Windows 7 would be a massive issue, as all our tech authors and consultants are on Windows 7. Our current tool has issues with Windows 7 and some of my colleagues use it on an XP VM, which is far from ideal.

                                                                   

                                                                  Reading through this thread I was starting to think that D.B's issue had to be down to local config, but now it seems others have the same problem.

                                                                   

                                                                  I will watch this thread with interest. I will not be popular if I go for Robohelp, and then we have more Win 7 issues.

                                                                   

                                                                   

                                                                  • 30. Re: RoboHelp 8 crashes on Windows 7
                                                                    MagJoHan Community Member

                                                                    Hi, Peter. I know it sounds unreal, but let me try to be more clear and complete.

                                                                     

                                                                    I have a Windows 7 machine. It has been absolutely fine (no problems of any consequence - other than my own learning curve) since the day I got it - in Dec 2009. I am very familiar with it and use it extensively every day for work.

                                                                    I work out of my home (AKA no corporate network connections) and have for the past 8 years, using appropriate and updated firewall, anti-virus, spyware protection. I am part of a small company, and each of us works in this same way - independently. I've never had a problem with software conflicts (except with Norton way back when, and I replaced Norton with AVG and have no problems/conflicts with any other software I run since then.)

                                                                     

                                                                    I recently downloaded a trial RH8 because we have a new client moving from RH7 to RH8 and RH8 server. Ever since I downloaded RH8, the applications running on my computer are unstable. For example, Outlook will close down when I try to attach a document more than a couple levels deep. Word shuts down when I try to Save As. SnagIt closes down when I try to use the editor. These actions do not happen every time, but they happen frequently throughout the day.

                                                                     

                                                                    When I uninstall RH8 and all the related files, my machine is fine. When I reinstall, it has these instability problems again.

                                                                     

                                                                    I am not the only one experiencing this problem. My colleague, who is working with the full (not trial) version of RH8 is experiencing the same thing on her Windows 7 machine. A third colleague is using an RH8 installation on XP and has no problems.

                                                                     

                                                                    No matter how "odd" it may all sound, it's completely true. There is a problem of some sort with the RH8 install on our Windows 7 machines.

                                                                     

                                                                     

                                                                    Maggie

                                                                    email: mhaenel@docntrain.com

                                                                    www.docntrain.com

                                                                    • 31. Re: RoboHelp 8 crashes on Windows 7
                                                                      paulnewbold Community Member

                                                                      Maggie, FYI the symptoms you've described below are similar to those that I experience on my new Dell laptop (running RH8 & Win 7 Enterprize):

                                                                       

                                                                      Ever since I downloaded RH8, the applications running on my computer are unstable. For example, Outlook will close down when I try to attach a document more than a couple levels deep. Word shuts down when I try to Save As. .... These actions do not happen every time, but they happen frequently throughout the day.

                                                                       

                                                                      I'm using RH8 daily at the moment though and won't have the opportunity to run other apps with it unistalled for a week or more to test this hypothesis.

                                                                      • 32. Re: RoboHelp 8 crashes on Windows 7
                                                                        Duncan.Baxter Community Member

                                                                        Glad to hear that others are experiencing the issues I started this thread with.

                                                                         

                                                                        I have already raised a support call with Adobe and whilst I have received a number of suggestions to remedy the problem, none work.

                                                                         

                                                                        The only way that we can work with RoboHelp on our reecently aquired laptops is to run it through a 'virtual PC' on the laptops - this is not ideal and we long for a solution!

                                                                        • 33. Re: RoboHelp 8 crashes on Windows 7
                                                                          MagJoHan Community Member

                                                                          The most frustrating thing is that the shutdowns happen even when I'm not actively working in RH. I just this moment tried to save an email attachment and had Outlook shut down. I do not have RH open at this time.

                                                                           

                                                                           

                                                                          Maggie

                                                                          email: mhaenel@docntrain.com

                                                                          www.docntrain.com

                                                                          • 34. Re: RoboHelp 8 crashes on Windows 7
                                                                            Peter Grainge ACP/MVPs

                                                                            Maggie

                                                                             

                                                                            Thanks, a lot clearer now even though it is very odd.

                                                                             

                                                                            Everyone

                                                                             

                                                                            Duncan has alerted Adobe and I will report the matter separately but cannot promise any action or a solution. Sorry but the best I can do.

                                                                             

                                                                             


                                                                            See www.grainge.org for RoboHelp and Authoring tips

                                                                             

                                                                            @petergrainge

                                                                            • 35. Re: RoboHelp 8 crashes on Windows 7
                                                                              MagJoHan Community Member

                                                                              Just a note that I uninstalled the Source Controller, leaving RH itself in place. I have to say that things are much better at the moment... Fingers crossed...

                                                                               

                                                                               

                                                                              Maggie

                                                                              email: mhaenel@docntrain.com

                                                                              www.docntrain.com

                                                                              • 36. Re: RoboHelp 8 crashes on Windows 7
                                                                                Peter Grainge ACP/MVPs

                                                                                Maggi

                                                                                 

                                                                                You may have seen that the use of source control was raised earlier in the thread but the reason was not given because Duncan does not use source control. The reason is that it is known there may be issues with the audit trail.

                                                                                 

                                                                                It would be useful if you could post back in 24/48 hours to update us.

                                                                                 

                                                                                Duncan

                                                                                 

                                                                                I know you don't use source control but was it installed. I wonder if Maggi's find would help you?

                                                                                 


                                                                                See www.grainge.org for RoboHelp and Authoring tips

                                                                                 

                                                                                @petergrainge

                                                                                • 37. Re: RoboHelp 8 crashes on Windows 7
                                                                                  MagJoHan Community Member

                                                                                  I have had one crash since I uninstalled source control, but that is a significant reduction in what was happening even earlier today. I'll post back when I've had more time to see longer term results.

                                                                                   

                                                                                   

                                                                                  Maggie

                                                                                  email: mhaenel@docntrain.com

                                                                                  www.docntrain.com

                                                                                  • 38. Re: RoboHelp 8 crashes on Windows 7
                                                                                    Duncan.Baxter Community Member

                                                                                    Source Control was not installed on the laptop in question.

                                                                                    • 39. Re: RoboHelp 8 crashes on Windows 7
                                                                                      Peter Grainge ACP/MVPs

                                                                                      I knew I could rely on you to!

                                                                                       

                                                                                      Please let us know when you hear from Adobe Support. I have reported it this.

                                                                                       


                                                                                      See www.grainge.org for RoboHelp and Authoring tips

                                                                                       

                                                                                      @petergrainge

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