RH9 Server reporting and searching dilema

Post moved to RoboHelp Server forum.

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@petergrainge

Hi Frances.

Can you tell us what you mean by "we have to use one pane indtead of two" and "better searching"? I am struggling to understand how you have implemented the search function and the problems you have had that led you to implement it this way.

In your first post you said you have to use the single pane for better searching. Why?

That single pane has no search. There's something you are not telling us.

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@petergrainge

So if your users first open the tripane window, search does not work but if they open the single pane, click Show and get the tripane window, then the help works. Is that what you are saying?

Do you have the same problem if you generate WebHelp (not Pro)?

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@petergrainge

OK so now we have clarified the issue, perhaps Colum or John Daigle can offer some pearls of wisdom.

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@petergrainge

Hi, Frances

I'll try to sort this out. You mention you are using window 2008 R2 as the application server. Is it 32 or 64 bit version?

From the online help, I see that only the 64 bit version is supported.

Also, I'm trying to separate two issues you mentioned:

1. One had to do with statistical reports (which I assume refers to the Feedback Reports, right?)
2. A second problem was obtaining substring results (vac, etc.) In this regard, have you enabled substring search in Configuration Manager? Here's a screenshot. Note the last item.

What is the URL used to initially bring up the one pane window? Just paste the string into your reply. (you can use xxx.xxx.xxx for the server name if you don't want to reveal the server address.)

Are you following this best practice with regard to the One Pane window publishing?

1. Make WebHelp Pro your primary layout
2. Go to Project Setup and create a new window and give it a name (such as One_Pane)
3. Then make sure you select that custom window when you publish.

Regarding Adobe's Support response that this is a bug, could you send me the report "case" number and the name of the Tech Support person to my email which you can find in my profile. I will refer this to Adobe and see what we can find.

Thanks

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

I am currently experiencing the same issue. have found multiple words that don't report search results (RoboHelp 9 and RoboServer 9). I have been working with ADOBE support team and they advised that I need to go to a single pane window. If anyone has any updated solutions that would be appreciated.

Thanks

Curt

I am not sure and I woud  have to check with our engineering team. I know

we purchased 2 RoboSerer 9 licenses and that I go to one admin page, but I

can also go to the admin page of each individual server if needed.

Curt

One of the reasons I don't think there is a widespread cry yet is becuase,

in our case we have only found 4 words that make the search fail and we

have 5 very large projects running. So I think people stumble on to the

problem randomly and spend a lot of time trying to figure out if it was an

isolated instance and try to fix it locally.

Volunteer, fees, bailee, mueller

Hi folks

I have asked the Adobe team to take a special look at this thread.  I'm not speaking for them, but my understanding is they are looking very carefully at the issues described here.

Thanks for bringing this up! As MSACurt31 has reported some of these issues occur only in certain search combinations and that's why it has been hard to diagnose.

I will report back what I know. I just wanted you to know someone is listening :-)

Thanks

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

Thanks, I appreicate everyone's effort and attention on this!

Curt

It's not that it is only four words, it's that we have only identified 4

words based on reviews of the statistics and then researching why the

volume was high on those words. I am sure there will be other words found.

I would prefer that they be able to do subsrting searches if that is what

you are asking me.

We have a page titled volunteer day...you get no results for volunteer or

volunteer day... if you just search on day you get the volunteer day result

Hello All,

I’m glad to see I’m not the only one experiencing this problem.

This thread hasn’t seen a post in over a year so I’m hoping maybe somebody has some news? It seems unfathomable that there hasn’t been a patch for this problem in a year’s time?!?!

I would like to mention another related issue to this: TOC not opening the corresponding folders of a clicked search result.

Background:

• I’m using Robo 10 and publishing WebHelp Pro to RoboServer 9.
• Last month we upgraded from Server 8 to Server 9. Before this upgrade the problems didn’t exist.
• I have multiple projects and am experiencing the same issues on all my sites.
• These 2 issues only happen when the project is pushed to the server. When I look at the generated output before pushing to the server, everything works fine.
• Just like everyone before, Adobe’s only solution was to switch to Single Pane in Window Properties.

Problem  1

When searching, after I click a search result and the page opens, if I go back to the TOC the page is not highlighted in the TOC. Before the server upgrade, the TOC automatically opened the folder where the search result resided when a search result was selected from the list of results. I have many pages nested 3-4 folders deep in the TOC. So, when a search result is found it is very useful to know where exactly in the TOC it is placed to see other associated items.

Problem 2

The search functionality is working properly. When going over the Search Items with No Results Robo Report, I noticed quite a few search items that should have produced a result. For example, people have been searching for a single word that has an entire book in the TOC dedicated to it. The book contains multiple pages with that search word in the page title and headings. Again, if I look at the generated output before pushing to the server, searching for this single word produces all the results expected. Once it is on the server, searching for the word produces no results.

Here is an example:

I search the word Macess and get no results.

However, there are multiple pages in the TOC with that word in the title that should be found:

So, anybody have any updates to this problem?

Any info would be much appreciated!

Thanks,

Chris

Hi, Chris

I will reach out to Adobe to take a look at this issue.

To help expedite this, by chance do you already have a case number assigned by technical support? Do you happen to have a support contract? That will help track it.

If you will email me your contact info at my email listed in my profile, I'll try to have them contact you directly.

Have you checked your configuration/installation profile with the "Grid" chart of OS, Database, Tomcat, Java VM, etc. you are using to see if this conflicts with the documentation found here:

http://help.adobe.com/en_US/RoboHelp/9.0/RoboEngine/WSbe3e657580667f14494180ac12b9fd08c8d- 8000.html#WSbe3e657580667f143f22003112b9febd70d-8000

and here:

http://helpx.adobe.com/robohelp/kb/recommended-os-database-combinations-robohelp.html

You might also take a look at this knowledge base article.

http://helpx.adobe.com/robohelp/kb/books-topics-missing-toc-webhelp.html

Thanks for your patience.

John Daigle

Adobe Certified RoboHelp and Captivate Instructor

Evergreen, Colorado

www.showmethedemo.com

Hi

Thanks for reporting this issue.

Search and other issues has been fixed in RHS 9.0.1 update. see RoboHelp Server Update 9.0.1 is here ! « TechComm Central by Adobe for details.

Thanks

Amit Jha