10 Replies Latest reply: Oct 20, 2014 10:55 AM by 4rust

Help Manager never successfully integrates content

Westopherguy Dec 10, 2012 2:20 PM

I have Creative Cloud on Mac 10.8 (Mountain Lion). No matter what I do, every time I try to add more offline content or update existing content, I see the dialog that reads, "Please wait while the downloaded files are extracted. Extracting large files may take several minutes," and there it sits.

I can see from the Activity Monitor that Adobe Help Manager is still alive and supposedly doing something, but I can leave it be for hours at a time, and the dialog never goes away. I can terminate that dialog, or force quit, or reboot, or whatever else, and it doesn't appear to work. I also see a couple of items in the help list that show "Pending Integration" seemingly endlessly.

Any idea what gives?

I also see items in the list that are duplicated, and things in the list with no date, status or size—how do I clean them up?

Honestly, the way the Help Manager functions leaves a lot to be desired in general. You can access the PDF content from there, but nothing else?

1. Re: Help Manager never successfully integrates content

sangupta Dec 14, 2012 10:38 PM (in response to Westopherguy)

Hi,

I am sorry that you are experiencing issues downloading content via the Adobe Help Manager. I tried reproducing the issue at our end, but was unsuccessful. It thus appears that the issue may be intermittent and hence, I need your help in debugging more on the issue.

It would be helpful if you can send an archive of the files located in the following folder on your machine: /Library/Application Support/Adobe/HelpCfg/en_US. The files are XML configuration files and will help us understand which all products/versions you have configured on your machine, and will also help identify duplicate entry issue.

Regards,
Sandeep
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2. Re: Help Manager never successfully integrates content

SCiD_Solutions May 6, 2013 9:30 AM (in response to sangupta)

I am also experiencing this problem on a 10.8 mac os x machine. Would it help to send the above listed file to you? And or any other information like directory listings with permission settings etc?
Sam DeVore
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3. Re: Help Manager never successfully integrates content

sangupta May 9, 2013 5:56 AM (in response to SCiD_Solutions)

Hi SCiD_Solutions,

Sorry that you too are experiencing this issue. Please send over the files and I will take a deeper look into the issue.

Also, let me know the Book name with which you are having the problem, or is it all the books?

Regards,
Sandeep
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4. Re: Help Manager never successfully integrates content

SCiD_Solutions May 13, 2013 11:45 AM (in response to sangupta)

to who do I send them? It doesn't look like I can attach them here?
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5. Re: Help Manager never successfully integrates content

sangupta May 14, 2013 3:53 AM (in response to SCiD_Solutions)

Hi SCiD_Solutions,

I have just sent you a private message with my email address. Please drop in the files to the same address.

Regards,
Sandeep
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6. Re: Help Manager never successfully integrates content

leejk May 21, 2013 7:46 AM (in response to sangupta)

Same issue here. In fact it has never worked since CS6 came out.
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7. Re: Help Manager never successfully integrates content

Peter Tilbrook May 22, 2013 4:34 PM (in response to Westopherguy)

Try this blog post:

http://blogs.adobe.com/mallika/2012/07/five-faqs-about-offline-help-fo r-creative-suite-6.html

Explains what everything does a bit more clearly... Maybe a help file for the help?
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8. Re: Help Manager never successfully integrates content

kewashi Jul 21, 2013 10:03 AM (in response to sangupta)

I am having this exact same problem on a Windows 8 machine. My help manager has duplicates and several items are marked pending integration, even though I can click on launch PDF and the latest pdf file is launched. I also have duplicates such as two Bridge items one with a checkbox and one without. Any attempt to update just makes the application hang waiting to complete integration. I have rebooted - even tried manually deleting some of the pdf files in the base location. I am inclined to just download all of the pdf's and point to them from a desktop icon but I would prefer to use the app the way it is designed. Please help.
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9. Re: Help Manager never successfully integrates content

Pierre CH Aug 28, 2013 12:14 AM (in response to kewashi)

I am having this exact same problem on Mac OS X 10.6.8, french version of CS6 & CC software.
When I try to update PDF files, I have "Please wait while the downloaded files are extracted. Extracting large files may take several minutes" (in french of course!)
Last sucessful PDF Reference Guide for InDesign for exemple : december 27th 2012, there is an update but pending to be extract.
When I open the pending PDF it's impossible to know the PDF's versionning.
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10. Re: Help Manager never successfully integrates content

4rust Oct 20, 2014 10:55 AM (in response to Westopherguy)

Same problem here - it's never worked in my experience.
All Help seems to do is open a browser search page with related items.
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