Frame Set-ups in RoboHelp X5

[Steph607]

Hi,

My team and I are having difficulties adjusting the frame set-ups in RoboHelp X5. First off, is anyone familiar with RH frame set-ups at all? Our company uses a security software called Siteminder, which requires the user to enter a username and password if they are idle for a certain amount of time. the problem is that the box that pops up with the username/password appears in random parts of the screen, and sometimes the box gets cutoff and the user is unable to input their info. we were told this is a RH frame set-up issue, not a Siteminder issue. We even called RH tech support and they had no answers for us. we were told to post our problem on the online forum, and try to reconfigure the frame set-ups ourselves.

if anyone has ANY info on this it would be greatly appreciated. Thanks!

-Stephanie

[RoboColum_n_]

Hi Stephanie and welcome to the RH community. Could you provide us with some more info? The logon/password dialog appears regardless of what window is being displayed provided the user is "idle" for a set time period. The problem you describe ONLY occurs if the active window is your RH output? Is this right? If so, is it webhelp output? Could it be a browser issue? It may also be worth experimenting with the screen resolution and seeing if the same happens. Do come back. There may be someone who frequents this forum with experience of Siteminder. I don't I'm afraid.

[Steph607]

yes, the problem only occurs if the active window is the RH output. we publish in WebHelp.
the experts we spoke to assured us that this was a RH frame set-up issue.

Thanks anyway, Colum. Anyone else out there have any experience with this?

[Peter Grainge]

<quote>we were told this is a RH frame set-up issue, not a Siteminder issue.</quote>

Let me take a wild guess who told you that. :-)

I have not seen any Siteminder related posts on this forum so I somehow doubt you will get a response. I have to say my gut feel is that there are sites that use frames so Siteminder should be able to cope with them. Can they not at least fix where the dialog will pop up?

[Linux Rules]

Hello Stephanie -

It is likely a SiteMinder issue. We, too, use SiteMinder for the same reason(s). As our SM guru is not in for the rest of today, I'll ask him for more info on Monday.

Regards,
GEWB

[Steph607]

Thank you for your response. If you can follow up with your Siteminder guru, it would be greatly appreciated!!!

[Linux Rules]

Hello Stephanie -

Ran this by our SM gurus and this was their reply:
"We increased our timeout for all users to avoid this type of problem. We did it at the customer's request."

They also said your problem is likely due to the SiteMinder FCC script. This is a SiteMinder method your admin uses to set up SiteMinder. Our gurus think the message may be placed where ever the user last set focus (clicked) in their browser. This could cause the message to try and open in the navigation pane (for example) which could truncate or cover most of the message. This is just their off-the-cuff impression as they have not solved a similar problem we have with our application!

If you find a solution, please let me know!

Regards,
GEWB