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

[johnstst]

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

[Peter Grainge]

This exact issue was reported by one person and it was investigated by Adobe. The cause was found to be some specific PDFs that had issues.

What had to be done was to create a copy of the project and trash half the PDFs. If it still crashed, then trash half the half until it works. Then you know the batch of PDFs containing the problem so with a fresh copy you leave only those in and repeat the process.

This did fix the problem and that is the only other report seen.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[johnstst]

Thanks for the response. I am trying to identify the exact problem. Why would the same project with the exact same pdf's in which I updated two specific pdf's publish without issue in version 8 but consistently crash version 9? These are pdfs received from a third party so I cannot modify them.The project itself contains a large number of hyperlinked pdf's which I can expect to require regular updates.

I encountered this issue when I originally updated the pdf's within the TCS 3 project and ran into the crashes. I followed the suggested fixes on the forum without success. When I brought the same pdf's to my TCS 2 computer and updated them within RoboHelp using the same project that I had copied to the computer using TCS3, they published correctly without incident. If the issue is the pdf itself why would it publish within TCS 2?

Any thoughts?

[Peter Grainge]

Sorry I don't know why. What I do know is the two problems are the same and what I outlined tracked down the PDFs that did work OK with 8 but not 9.

I would have to contact the person concerned to check what they did to fix the PDFs. I will do that if you establish as outlined this is the cause. I believe it was something simple and they did not need to recreate the PDFs.

You could try going to Tools > Options and using the Convert to HTML option before you generate but I am doubtful it will work here. It is an all project setting so clear the check box afterwards if you want XHTML output for other projects.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[Harpreet_seehra1]

Hi John

Thats for contacting adobe.

I am an adobe technicians and received your email regarding some issues with robohelp 9 with the PDF output and its crashing,it seems to be a font issue on pdf and on your system,however dont worry about it,what i need is your contact number so that i can call you and work on that problem.

Kindly reply with your phone number and email address so that i can call you

Regards

Harpreet Singh

Adobe Systems.

[johnstst]

Harpreet - I have sent a PM. I appreciate the response and understand the workload of Adobe support staff. Unfortunately, my TCS 3 trial has expired. I originally contacted Adobe on February 28th through the Adobe eLearning and Technical Communication specialist who had been calling me during the trial period and he (repeatedly) advised that he would forward this issue to you.

Peter - thank you for your input and I appreciate your assistance on  this matter. If you do, in fact, have the ability to determine precisely  what "fix" was needed to remedy the pdf issue I would greatly  appreciate it if you could share the solution.While I find the Technical Communication Suite to be frequently quite "moody", it is a great platform for the unique manner in which I utilize it. The hyperlinked pdf issue has made me reticent to upgrade so if the issue can be pinpointed then that will provide the assurance I require.

Thanks

[Peter Grainge]

If you do, in fact, have the ability

Sounds like you doubt what I said.

I have asked the person who had that problem to take a look at this thread.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[johnstst]

Hi Peter

No doubts whatsoever in your abilities, just wasn't sure how much trouble it would be for you. I sincerely appreciate your assistance!

[Flaven]

...ta-da! And here I am, at Peter's behest.

You situation with the PDFs is exactly what happened with me, although I had the advantage of Adobe tech support to actually be able to isolate the specific ogre PDF files. They suggested I rename/delete them and I did and everything compiled smoothly. Like you, these PDFs worked just fine in RH8, but choked RH9.

I then tried a different tact and went back to the source files and reprinted them with Acrobat 9 (I think they'd originally been printed with Acrobat 6 or so), and the project compiled just fine.

I understand you don't have the source files, but here is a suggestion that mightwork: open your PDFs with Acrobat 9 or X and either "Save as..." a new file or go to the Advanced menu and click PDF Optimizer... (maybe try both methods). I think either would have a similar effect to reprinting the source files and would "fix" whatever it was that's choking your project.

Let us know if that works.

[johnstst]

Fantastic! Thank you so much for the prompt response and thank you Peter as well.

As I stated before, my TCS 3 trial has expired but I am hoping Harpreet who I PM'd or Raj who was calling me can reset the trial period limitation. In addition, I hope other forum users can benefit from this information as well.

If Adobe is able to oblige then I will definitely advise whether your suggestions addressed the issue.

[Peter Grainge]

Can you not load it on another machine?

If not hopefully you can be given an extension. Post back if you get stuck.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[johnstst]

Peter - I have contacted the 2 Adobe representatives who have previously contacted me with respect to purchasing TCS 3 and requested a trial extension. I will let you know if I hear back. Unfortunately I don't have the ability to install on another machine. Long story short, this is not my full-time job. I am actually a public servant who, at my own personal expense, provides hardware and software to augment the capabilities of my employer for public safety purposes. Not a bright business strategy but I believe its for a worthwhile cause. I don't have another machine on which I could load yet another trial version of TCS 3, the machines I do have are production units using TCS 2.

I sincerely appreciate your help and look forward to Adobe proving equal assistance.

[Peter Grainge]

At least you get some satisfaction even if the business model wouldn't stand an investigation.

Post back how you get on.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[Zoozical]

I started having this issue yesterday. I just upgraded from RH 8 to RH 9. It turned out to be 1 lone PDF messing everything up. I tried optimizing the PDF and it didn't work. There was a strange font in the PDF and I think that may of been what caused the problem. I found a duplicate PDF in my archives with a basic Arial font and now everything generates just fine.

I hope this helps anybody.

[Harvestacie]

I ran into this issue as well when converting my project from RoboHelp 8 to RoboHelp 9.  Like mentioned above, a systematic "delete a few and then generate again" approach helped me identify three PDFs that were causing it to crash.  Re-PDFing the files solved the problem for me.