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    Windows 7/RH 9 Conflict

    namedujour Community Member

      We upgraded to Windows 7 a couple of weeks ago, and since that time we've experienced problems using the Search feature. When you type in a word that is DEFINITELY in one or more topics, the Search results are "no topics found." It doesn't matter if the word is in quotes or not in quotes. It doesn't matter if it's a single word or phrase.

       

      I've asked the programmers to look into this, but wondered if anyone else has addressed this and has a solution. If so, please advise.


      Thanks!

        • 1. Re: Windows 7/RH 9 Conflict
          Peter Grainge CommunityMVP

          What type of help are you creating?

           


          See www.grainge.org for RoboHelp and Authoring tips

           

           

          @petergrainge

          • 2. Re: Windows 7/RH 9 Conflict
            namedujour Community Member

            Webhelp

            • 3. Re: Windows 7/RH 9 Conflict
              Peter Grainge CommunityMVP

              Not the answer I was hoping for.

               

              I believe this has been raised recently so a search might help.

               

              If not, first try a new layout (not a duplicate) and generating to a new location.

               


              See www.grainge.org for RoboHelp and Authoring tips

               

               

              @petergrainge

              • 4. Re: Windows 7/RH 9 Conflict
                namedujour Community Member

                I did a search for Windows 7 and didn't find anything. If you run across it could you please let me know? If it's a known issue, is Adobe working on a fix?

                 

                 

                As for "location" the project is on a test server, a live server, and a secure server, and it doesn't work in any of the three locations. There's really no other location for me to shoot for. I won't have time to recompile it as a different help project until next week, but I'll see how that goes when I do.

                • 5. Re: Windows 7/RH 9 Conflict
                  Peter Grainge CommunityMVP

                  The fix is RoboHelp 8, 9 or 10. There is no way they will go back to RoboHelp 7 and fix it to work on Windows 7.

                   

                  It is the location of the project that I am talking about, not the location of any outputs. Are we on the same hymn sheet there? RoboHelp projects must be on the author's PC, not a server or a network location.

                   


                  See www.grainge.org for RoboHelp and Authoring tips

                   

                   

                  @petergrainge

                  • 6. Re: Windows 7/RH 9 Conflict
                    namedujour Community Member

                    What do you mean by "the fix is Robohelp 8, 9 or 10?" I'm not on RH7, so no, we aren't on the same hymn sheet, I guess.

                     

                    The projects are on my hard drive. If you mean move them to another hard drive, that wouldn't be a feasible test because we don't have a test lab or other unused workstations here. I also don't think they'd want to install Robohelp to another workstation just to "see" if it's possible Adobe already has a fix. We just have the one license.

                     

                    Right now we're testing the 9.0.2 patch, which we found was not installed with the Windows 7 upgrade. But no telling if that's going to fix it.

                     

                    If it doesn't and this is a known issue, is Adobe on it?


                    Thanks

                     

                    Edited: The patch didn't work. Still no topics when I search for certain keywords.

                    • 7. Re: Windows 7/RH 9 Conflict
                      Jeff_Coatsworth CommunityMVP

                      I think Peter missed the part where you said you were running RH9 - it's only mentioned in the post's title/subject line.

                       

                      I don't quite understand why you were thinking a RH update would be installed with a Windows7 upgrade. You should make sure first that you are up to date with 9.0.2.271, regenerate your WebHelp and check it again. To rule out the o/s (which I don't think has any bearing on this issue), try creating it on an XP machine - even if you have only 1 RH license, you can install it on 2 machines (legally - the idea is that you have 1 copy at work & 1 copy at home - only 1 gets used at a time).

                       

                      I'd be checking to see if it's a Java/browser issue, myself.

                      • 8. Re: Windows 7/RH 9 Conflict
                        namedujour Community Member

                        Back story: We received new workstations with the upgrade, so all applications had to be reinstalled. They forgot to install Robohelp on my workstation - mine was the only one that had it, and I'm also the only one with a license for a bunch of other applications, so they missed a spot. They finally got to it after hours when they'd already put in 12 hours that day, staging dozens of workstations. So they forgot the patch.

                         

                        Thanks for the information. I'll pass it along to the programmer.

                        • 9. Re: Windows 7/RH 9 Conflict
                          namedujour Community Member

                          We were on XP before, when it still worked. I'm checking but I don't think we still have any XP workstations.

                          • 10. Re: Windows 7/RH 9 Conflict
                            Peter Grainge CommunityMVP

                            Sorry about the RoboHelp 7 confusion, mind on other matters.

                             

                            You said in one post "As for "location" the project is on a test server, a live server, and a secure server, and it doesn't work in any of the three locations" and that is what I was questioning about location. From your subsequent replies it seems the project is on your hard drive and it is the output that is on servers, that's fine.

                             

                            If the patch does not help then go back to what I said earlier.

                             

                            "I believe this has been raised recently so a search might help.

                             

                            If not, first try a new layout (not a duplicate) and generating to a new location."

                             

                            The problem might not have been Windows 7 before so search on something like "search not working". Hopefully though the new layout will help.

                             


                            See www.grainge.org for RoboHelp and Authoring tips

                             

                             

                            @petergrainge

                            • 11. Re: Windows 7/RH 9 Conflict
                              Jeff_Coatsworth CommunityMVP

                              Do you have a backup copy of the output created on the XP machine before?

                              • 12. Re: Windows 7/RH 9 Conflict
                                namedujour Community Member

                                Back story: My old hard drive is winging its way back to the home office in New Jersey. I'll have them track it down.

                                 

                                However, I'm confused. The "output" isn't on the C:\drive. Do you mean the project folders? I kept archives of those projects on the shared drive, and copied them over to my C:\ drive when I got the new workstation (another thing the guys forgot to do - copy my C:\ drive - it was a long day). Those are the projects I've been working with since the upgrade. They were ALL created in XP.

                                • 13. Re: Windows 7/RH 9 Conflict
                                  Jeff_Coatsworth CommunityMVP

                                  When you generated the help, it should have been created in the project's \!SSL!\WebHelp\ folder on your C:\ drive (that's your output - the project files are the source). Then you would copy it up to wherever you wanted everybody to see it. You may have been using RH to do this last step for you - that's called publishing.

                                  • 14. Re: Windows 7/RH 9 Conflict
                                    namedujour Community Member

                                    Gotcha. Yes, all the topics are there and they all publish correctly. They all display correctly in the browser. To my knowledge, all the Index terms display correctly (I haven't actually gone in there and tested, but a ton of them display).

                                     

                                    The ONLY thing that isn't working (to my knowledge) is the Search feature. Usually it works, but then sometimes it doesn't. There are just certain terms it doesn't like, and even though they appear in multiple topics you can't get to those topics from the Search screen with those keywords. You have to get to the topics from the Table of Contents or the Index.

                                     

                                    You can pull the topics up with other keywords, just NOT the ones on the list.

                                     

                                    We learned this because field personel apparently ONLY use Search, so they are intimately familiar with what terms used to pull up topics pre-Windows 7 and now don't. They sent me a short list of these, so I am troubleshooting.

                                     

                                    I mean, it's a spider, right? It's supposed to crawl through all the text and display what it finds that contains your search terms. This is not something that's in the browser, and it isn't something I can control from Robohelp Project Manager. I would expect this to be a feature of the program that lives in the Robohelp source code, which seems to clash with Windows 7. Unless it's something else we haven't thought of.

                                    • 15. Re: Windows 7/RH 9 Conflict
                                      Jeff_Coatsworth CommunityMVP

                                      It's using Javascript - your browser has to be able to run the scripts.

                                       

                                      Try another tack - take one of the sample projects, add a new topic to it with one of your "problem" search terms in the text, then generate WebHelp. Can you search & find the term?

                                      • 16. Re: Windows 7/RH 9 Conflict
                                        namedujour Community Member

                                        That was a good idea, but it didn't work. I can't access the new topic with that term either.

                                         

                                        As far as scripts go, the programmer went through old emails and found one with an attached script an Adobe developer had told us to install. The programmer installed that this morning, but it didn't work. I'll check with him to see if it was a java script.

                                         

                                        Here's an interesting thing. When I display the topic that I can't access with the bad search terms, and just randomly enter words from that topic into Search, it doesn't pull ANYTHING up, including other topics that contain those words. However, I was able to confirm that I could pull it up with a different keyword when I didn't display the topic first.

                                        • 17. Re: Windows 7/RH 9 Conflict
                                          Peter Grainge CommunityMVP

                                          Just what is the term?

                                          • 18. Re: Windows 7/RH 9 Conflict
                                            namedujour Community Member

                                            The programmer just installed 32-bit Java and I tested, and it still doesn't work.

                                             

                                            Here's the help: http://www.reverseit.com/Brokers/UnderwritingPolicies/_START_Broker_Underwriting.htm. Type the word "manufactured" into Search. You won't get any results.

                                             

                                            Go through the Table of Contents, and open "Manufactured and Modular Homes." Type any word at all that your eyes fall on into Search, and see if you can pull anything up. Let me know if you do, and what the word is. I got nothing.

                                             

                                            Then close out of that topic and type "hud" into Search. A bunch of topics come up, and if you scan the list you'll see "Manufactured and Modular Homes."

                                            • 19. Re: Windows 7/RH 9 Conflict
                                              Jeff_Coatsworth CommunityMVP

                                              Must be something weird about that word - I could get hits on "safety", "hud", "appraisal" no problem.

                                              • 20. Re: Windows 7/RH 9 Conflict
                                                namedujour Community Member

                                                Yeah, I got those too this time. I don't know what is up.

                                                 

                                                But the thing is, search terms worked on that topic from February, 2012 to two weeks ago. The feedback I got from people is that they can NO LONGER access the file with "manufactured homes" when they used to be able to. It's coming from multiple people, beginning two weeks ago when we upgraded. The terms stopped working with the Windows 7 upgrade, and nothing at all changed about the project or the file between February and today.

                                                • 21. Re: Windows 7/RH 9 Conflict
                                                  Jeff_Coatsworth CommunityMVP

                                                  So 2 weeks ago you regenerated the help content with your new Win7 machine and published it to the webserver? Did you add more content at that time? I'm just wondering if you could wipe the webserver content and restore an old backup to test if it was generation of new help on the Win7 machine that's the issue.

                                                  • 22. Re: Windows 7/RH 9 Conflict
                                                    namedujour Community Member

                                                    I pulled a pre-upgrade version from the archives and compiled and published. I still couldn't pull up the topic with "Manufactured" in the Search. So it's something that's been going on in the background for the past two weeks, not something that happened to the project since the upgrade.

                                                     

                                                    Ye gods.

                                                    • 23. Re: Windows 7/RH 9 Conflict
                                                      Jeff_Coatsworth CommunityMVP

                                                      Pull a backup copy of the \!SSL!\ folder created under WinXP and try testing the search with that - you're trying to figure out if generating under Win7 has any impact; that would remove the Win7 aspect. If that backup of the help doesn't work, then it obvious that Win7 has nothing to do with the issue.

                                                      • 24. Re: Windows 7/RH 9 Conflict
                                                        namedujour Community Member

                                                        That was what I used - an old XP version. However, I'm running Robohelp in the Windows 7 environment - I can't see any way of changing that.

                                                         

                                                        The problem is, that same version of the project worked three weeks ago when I was running Robohelp in the XP environment. It's the same project, same Robohelp. The only thing different is the Windows 7 environment.


                                                        And here's something new - this is going to make me crazy. I went back in and tried the search terms you were able to get to work, and which I was able to get to work a couple of hours ago. They don't work anymore, except for "HUD." The only difference is that I changed ONE sentence in ONE unrelated topic, recompiled, and republished the project. I did this on three servers. There's still one server left that I have NOT updated with this change, and that one doesn't work either. So it appears the change I made isn't responsible. Nevertheless, it's very weird.

                                                         

                                                        Edited: "Appraisals" doesn't work. "Appraisal" works. "Safety" works too. Sorry. I wasn't thorough and did it from memory.

                                                        • 25. Re: Windows 7/RH 9 Conflict
                                                          Jeff_Coatsworth CommunityMVP

                                                          You said you used an old XP version of the project, then recompiled it in your Win7 environment - right? That doesn't prove or disprove anything - you need the original help output from XP, not the project, to test with.

                                                          • 26. Re: Windows 7/RH 9 Conflict
                                                            namedujour Community Member

                                                            I guess I misunderstood something because I moved the latest version of the project including all files and the SSL folder over to another drive to totally get it all out of the way. Then I copied the old XP version of the project, including all files and the SSL folder, to C:\Robohelp , where it lived before I archived it three weeks ago. I then compiled and published it to the server, and Search didn't work.  I can't think of any other way to do it, and I can't tell from your description how I did it incorrectly. Could you please explain?

                                                            • 27. Re: Windows 7/RH 9 Conflict
                                                              Captiv8r CommunityMVP

                                                              Hi there

                                                               

                                                              Just a small suggestion of something to try here. When you examine the Single Source Layout recipe, look at the Search options. Is the option for enabling Substring Search enabled? If so, try disabling it and see what happens. LIkewise, if it's not enabled, try enabling and see if anything changes.

                                                               

                                                              tmp1.PNG

                                                               

                                                              Cheers... Rick

                                                               

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                                                              • 28. Re: Windows 7/RH 9 Conflict
                                                                Peter Grainge CommunityMVP

                                                                The point Jeff is making and that I don't think you are picking up on is to simply get the XP output from a backup and put that on the server, not to  generate it again.

                                                                 

                                                                In your XP project we are assuming you have generated an output and then that has been published to the server. What you need to do is go back to the XP backup and extract it again so that it has not been worked on under Windows XP. Locate the output that is there from when you generated using XP and simply copy that up to the server using Windows Explorer or an FTP client. Do not even open the project in RoboHelp.

                                                                 


                                                                See www.grainge.org for RoboHelp and Authoring tips

                                                                 

                                                                 

                                                                @petergrainge

                                                                • 29. Re: Windows 7/RH 9 Conflict
                                                                  namedujour Community Member

                                                                  I copy/pasted the old SSL folder into the new output, and I still have the problem, so apparently it's Windows 7, right?

                                                                   

                                                                  I also tried Captiv8r's suggestion - the box was NOT clicked. When I clicked it and published, and typed "manufactured" into Search, it found a .doc file (it hadn't done this before), but NOT the HTML topic. It also found a couple of PDF presentations with the "appraisals" keyword, but again no HTML files. At least it got me a little closer: it's now finding baggage files.

                                                                   

                                                                  I also copy/pasted the content of the original Word document containing the problem topic into a new document, and imported it. Sometimes that works if a file gets corrupt. It didn't help.

                                                                   

                                                                  Any thoughts? Does this give you any ideas?

                                                                   

                                                                  Edited: I went back and looked, and "appraisals" pulls up a PDF that contains "manufactured." Whereas, the Search term "manufactured" didn't pull this PDF up. So it's still only half-working.

                                                                  • 30. Re: Windows 7/RH 9 Conflict
                                                                    Peter Grainge CommunityMVP

                                                                    You are copying the old output into the project but then how do you get that to the server?

                                                                     

                                                                    You have to copy it manually to the server from the old project output. You must not touch it with RoboHelp. Use an FTP client such as FileZilla. Talk to your developers if you have not done that before.

                                                                     


                                                                    See www.grainge.org for RoboHelp and Authoring tips

                                                                     

                                                                     

                                                                    @petergrainge

                                                                    • 31. Re: Windows 7/RH 9 Conflict
                                                                      Jeff_Coatsworth CommunityMVP

                                                                      Not necessarily - you need to take that old XP SSL output & FTP/copy it to your webserver; then test it - still screwed up? Then it's nothing to do with Win7; works fine? - now we're getting somewhere.

                                                                       

                                                                      You haven't proved this basic point yet in all your flailing around.

                                                                      • 32. Re: Windows 7/RH 9 Conflict
                                                                        namedujour Community Member

                                                                        Back story: The test server is on a shared drive. So all I have to do is copy/paste the folder into the Published directory with the other files that Robohelp generates. Since Robohelp doesn't publish to Unix servers correctly (long unresolved discussion over several months last year with Adobe developers over why their files won't go to the root directory and why they can't fix it - a whole nother story), our programmer created a script I use to upload to the live server.

                                                                         

                                                                        This script does not permit me to selectively upload files or folders, so I'm going with the shared drive where I have some control. The project behaves the same way on that server as it does on the live one, so for now the test is valid.

                                                                         

                                                                        I will call in the programmer as I need him. That may be soon, but he can't really do much with broken software he didn't code.

                                                                         

                                                                        What I have proved, Jeff, is that it's messed up. You can check my link and see for yourself. I have done all the testing I can think of and that you and the others have suggested, ("flailing" as it were) and whether or not it's Windows 7, please tell me what it IS.

                                                                         

                                                                        Thanks

                                                                        • 33. Re: Windows 7/RH 9 Conflict
                                                                          Jeff_Coatsworth CommunityMVP

                                                                          Can you zip up the backed up old XP \!SSL!\WebHelp\ output folder and e-mail it to me - send me a PM to get my e-mail address. I'd be happy to test it out.

                                                                          • 34. Re: Windows 7/RH 9 Conflict
                                                                            namedujour Community Member

                                                                            Message sent. Thanks much!

                                                                            • 35. Re: Windows 7/RH 9 Conflict
                                                                              Jeff_Coatsworth CommunityMVP

                                                                              Just thought I would post an update on this thread. @namedujour sent me the whole archived project all zipped up.

                                                                               

                                                                              I unpacked it on both a WinXP and Win7 with an instance of RH9 on both machines. The "raw" SSL WebHelp output was tested first on the XP machine to see if it "worked" with the search terms that were giving @namedujour an issue before. It worked fine - so the next step was to rename the original output and open the project in RH and regenerate the WebHelp. Next I tested it and it worked fine again.

                                                                               

                                                                              The next test was to check the "raw" output on the Win7 machine - it behaved fine there too. Opening the project and regenerating the help produced WebHelp that had no problem finding the search terms that weren't working before.

                                                                               

                                                                              I communicated my results back to @namedujour. I think that I've proved fairly conclusively that Win7 has no impact on the WebHelp output created.

                                                                              • 36. Re: Windows 7/RH 9 Conflict
                                                                                Amebr Community Member

                                                                                Could the topic in the Windows 7 copy somehow have the Exclude from Search setting turned on?

                                                                                 

                                                                                Also, it may not be relevant, but when opening the URL above using Opera (browser) the Search pane displays "Error: Failed to initialize database", then 'null' when Go is clicked. Just wondering if this could help identify the problem, even though IE does not display this error?

                                                                                 

                                                                                Amebr

                                                                                • 37. Re: Windows 7/RH 9 Conflict
                                                                                  namedujour Community Member

                                                                                  Amebr, Thank you, that's really helpful. I don't have Opera, so I wasn't aware that there was an error message. I'm still not sure where to look for the source of that error and see if I have any control over it, but I'll pass the information along to the programmer.

                                                                                   

                                                                                  I'm not familiar with "Exclude from Search" - never used it, and I can't seem to find it when I right click the topic. Where do I look for it?

                                                                                   

                                                                                   

                                                                                  Thanks!

                                                                                  • 38. Re: Windows 7/RH 9 Conflict
                                                                                    Captiv8r CommunityMVP

                                                                                    When you right-click and choose Properties...

                                                                                     

                                                                                    Look at the General tab.

                                                                                     

                                                                                    tmp1.PNG

                                                                                     

                                                                                    Cheers... Rick

                                                                                     

                                                                                     

                                                                                     

                                                                                    Helpful and Handy Links

                                                                                    RoboHelp Wish Form/Bug Reporting Form

                                                                                    Begin learning RoboHelp HTML 7, 8 or 9 within the day!

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                                                                                    SorcerStone Blog

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                                                                                    • 39. Re: Windows 7/RH 9 Conflict
                                                                                      VolvoCADAdmin Community Member

                                                                                      Jeff,

                                                                                      I have the exact same issue between a project compiled on Win 7 failing the search and XP64 Search working.

                                                                                      I just don't agree there is not issue here. I have the project  on two different laptops on running Xp the other running win 7 with the project on my USB drive and it works just fine on XP but fails every time on Win7.

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