Known Issue: WebHelp on Windows 8 and Internet Explorer 10

[Guest]

Hello all,

I noticed on the Known Issues and bugs page for RoboHelp 10 (http://helpx.adobe.com/robohelp/kb/known-issues-rh-10.html) that there is a problem viewing webhelp on Windows 8 and Internet Explorer 10. Does anyone have further information about this problem and possible solutions?

Thank you!

[Peter Grainge]

I am surprised to see an item about a version of Windows that has not been released and have asked for more information.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[Peter Grainge]

That item has been removed and that does not surprise me as it relates to a version of Windows that is not yet released.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[vivekdaramwal]

I am also facing the same issue with Robohelp 8 and IE 10 on a Win 8 machine. It works properly with FF and Chrome. Can anybody please tell me what is the problem? Is it related to Robohelp or IE 10?

[Peter Grainge]

RoboHelp 10 is not certified for Windows 8 or IE10 as neither have been finalised and released by Microsoft.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[Shannon_Conner]

Correct, it is not yet released, however software development companies that integrate with Microsoft are developing software--and Help--for IE 10. So for those of us who are attempting to architect Help for Windows 8 products using IE 10, our hands are tied if we want to use RoboHelp. That is, of course, unless Adobe has a patch to address this ...

[Peter Grainge]

I have yet to see any help authoring tool support an unreleased version of Windows.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[M_Boyd]

I'm in the same position. We're testing our software with IE 10 right now, so that we can be prepared to support it. I just got a bug against our help system. Some sort of roadmap or statement of intent from Adobe would be helpful. All I can do is say that it's a known issue with RH.

[Peter Grainge]

There is another thread on Windows 8 and IE10. That has been reported to Adobe. The problem there is mixed results so pinpointing the issue is not easy.

You are saying a bug has been reported but not saying what it is. Can you share that?

There is a temporary fix in the other thread.

Rh10 was released before Windows 8 so it could not be tested against the final version.

[M_Boyd]

I might have posted too soon. Earlier today, one of our QA people got the error message "Error: failed to load xml file" when he tried to search the help in IE 10. But now he can't reproduce it. Makes me wonder if it was a problem with his environment. If it happens again, I'll get more information and post the specifics. Thanks!

[Peter Grainge]

Search the other Rh forums. I think there have been some reports of that problem.

[3rd_name_change_april_5th]

Hi Peter,

Similar issue. I have Windows 7, IE 9, and RoboHelp 9. The webhelp does not display in IE 9. Is there a patch that you know of? Most of our clients use IE, so this gets frustrating. Webhelp displays fine in Firefox and Chrome.

[Peter Grainge]

No patch as there is not a problem with the combination. The problem is elsewhere.

What happens when you try to open the help? Does it fail to open at all or does it start and not complete?

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[3rd_name_change_april_5th]

Hi Peter, "It gives the following message:  HTTP Status 400: Inactivity Timeout. Please go to Help menu and start again." Which I did, but keep getting this error. In an announcement, you mentioned that Van Weelden has a patch: http://www.wvanweelden.eu/blog/2013/04/24/ie10-patch-robohelp-9-installation

Does that resolve the issue?

[Peter Grainge]

See the link, it says IE10, and you said you are using IE9.

That message suggests your upload or the call to the help is broken. Is this when the help is called from an app or does it happen if you open the help direct?

Try one of the sample projects. Click Open on the RoboHelp Starter page and then click Samples in the ribbon on the left.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[3rd_name_change_april_5th]

Thanks. Yea the message displays when we open the webhelp from the webserver. From the local machine, where I host the files, it opens fine in IE. It asks "Allow blocked content", when I click Yes, it displays everything. But when I access the webhelp from the web server, it does not give that same message, instead just displays the HTTP error. Is it blocking the content automatically on the webserver?

Also, if the fix that you provided works in IE10, I can download IE10. But wanted to know what could be going on with IE9 and if there is a workaround to it?

[3rd_name_change_april_5th]

Also, I opened the Sample project. It displays fine in IE.

[Peter Grainge]

Your problem is not linked to the IE10 problem. 

How are you opening the help on the webserver? Double clicking in Windows Explorer to open it in IE?

[3rd_name_change_april_5th]

Yes, the webhelp is a link on our customer website. We open the customer website by double clicking on a IE icon > typing the website in the address bar, and then navigating to the web help link, and click it.

[Peter Grainge]

Can you put the output of one of the sample projects on your website to test. Click Open on the RoboHelp Starter page and then click Samples in the ribbon on the left.

I suspect a server configuration problem and that will prove / disprove it.

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See www.grainge.org for RoboHelp and Authoring tips

@petergrainge

[3rd_name_change_april_5th]

Thank you. I will try that.