22 Replies Latest reply on Feb 21, 2015 6:50 PM by shijua69791861

    Cannot generate PDF directly with RH11.

    jhy1111

      I'm using RH and Word 2013. My project publishes to Word with no problem. When I publish directly to PDF, I see this error 

      Any ideas on what to do?

       

      Starting to build Printed Documentation...
      Printed Documentation processor 11.0.0.179

      Building D:\RH_output\Robohelp11_acceptance\PDF\v0291\Printed_Documentation.doc ...

      Preparing to create Printed Documentation...
      Clearing output folder...
      Preparing files for Print Document...
      Copying files...
      Updating files...
      Finished preparing in 4 seconds.
      Preparing environment...
      Printed Document Generator Environment: Word 15.0.4551,  OS 6.1.7601, RAM 1024 M Bytes
      Building Printed Documentation 'Printed Documentation'...
      Building Single Document 'Printed_Documentation.doc'...
      Building 'cover0291'...

      ...

      lots of processing and building

      ...

      Saving 'Printed_Documentation.doc'...
      Saving 'Printed_Documentation.doc'...
      Updating Index...
      Updating Table of Contents...
      Saving 'Printed_Documentation.doc'...
      Generating 'Printed_Documentation.pdf'...
      Failed the generate PDF file 'D:\RH_output\Robohelp11_acceptance\PDF\v0291\Printed_Documentation.pdf'...
      Failed to save 'Printed_Documentation.doc'...
      Cleaning up temporary files...

        • 1. Re: Cannot generate PDF directly with RH11.
          Peter Grainge Adobe Community Professional

          Do you also have an earlier version of Word installed?

           

          Are you seeing an Acrobat ribbon in Word (all versions if more than one)?

           

          Is the project also on the D drive?

           

          If you generate the Word document and then select Adobe PDF, does that work?

           

          Do you have standalone Rh11 or is it part of TCS5?

           


          See www.grainge.org for RoboHelp and Authoring tips

           

           

          @petergrainge

          • 2. Re: Cannot generate PDF directly with RH11.
            jhy1111 Level 1

            Hi Peter,

             

            Thanks for your reply. Here are my answers.

             

            Regards, Joanne

             

            Do you also have an earlier version of Word installed?

            Joanne>> I have RH9 and Word 2010 on my PC, but am testing RH 11 and Word 13 on a virtual machine. It is RH11 and Word 2013 that have the problem.

             

            Are you seeing an Acrobat ribbon in Word (all versions if more than one)?

            Joanne>>I don't see the acrobat ribbon in Word 2013 but do in 2010.

             

            Is the project also on the D drive?

            Joanne>>Yes, but in different folder.

            D:\RH_local\Robohelp11_acceptance\xxx

            and

            D:\RH_output\Robohelp11_acceptance

             

            If you generate the Word document and then select Adobe PDF, does that work?

            Joanne>>I can export from Wrod 2013 to PDF but can't save as PDF

             

            Do you have standalone Rh11 or is it part of TCS5?

            Joanne>>Standalone, sadly.

            • 3. Re: Cannot generate PDF directly with RH11.
              Peter Grainge Adobe Community Professional

              The problem is that the PDF Add-in is not being seen on your 2013 machine. I had 2010 and 2013 on the same machine and removing 2010 fixed this issue. However, you have one version on your machine and the other on a virtual machine, effectively two machines.

               

              Getting the ribbon to show on the VM is the objective. Try reinstalling first and make sure the add-in option is ticked.

               


              See www.grainge.org for RoboHelp and Authoring tips

               

               

              @petergrainge

              • 4. Re: Cannot generate PDF directly with RH11.
                Shéba D

                Hi,

                 

                I am not able to generate to PDF on RoboHelp 11. How do I install the PDF add-in? I don't see any Adobe tab on my Word 2013 ribbon.

                Thanks in advance for your time.

                 

                regards,

                Shéba

                • 5. Re: Cannot generate PDF directly with RH11.
                  Peter Grainge Adobe Community Professional

                  What happens when you select PDF in the Print Dialog? Do you get the Failed message as above, does it stall? what does it do?

                   

                  Once you have generated the Word document, if you then print, do you see PDF as an option? Is there more than one PDF writer shown in the list of printers?

                   


                  See www.grainge.org for RoboHelp and Authoring tips

                   

                   

                  @petergrainge

                  • 6. Re: Cannot generate PDF directly with RH11.
                    Shéba D Level 1

                    Hi Peter,

                    Thanks for your prompt response.

                    I uninstalled and re-installed RH11 as per the adobe support technician's advice.

                    However this has not resolved the issue.

                     

                     

                    PDF.png

                     

                    When I use the 'Printed Documentation' layout to generate a PDF I still get the 'Failed to generate Printed Documentation.

                    see screen shot



                    I don't have more than one PDF option. When I open Word, I do have a Save As PDF option.


                    • 7. Re: Cannot generate PDF directly with RH11.
                      Shéba D Level 1

                      Hi Peter,

                       

                      I uninstalled RH11 and then re-installed and the Add-In was ticked. It did not work.

                      I have now uninstalled Acrobat Pro and it is still not working.

                       

                      I can see the Adobe PDF Creation Add-ON XI on my installed programs so I am very confused why it is still not working . (I did reboot the machine).

                       

                      Thanks,

                      Shéba

                      • 8. Re: Cannot generate PDF directly with RH11.
                        Peter Grainge Adobe Community Professional

                        It is the virtual machine that has the problem, as I understand it.

                         

                        Maybe the problem was having the boxed ticked when Acrobat was already installed on the virutal machine. I can only suggest you now also uninstall Rh from the virtual machine and make sure that Control Panel has no reference to Acrobat or Rh. Then install Rh again with the check box ticked, or install Acrobat and then Rh without the check box ticked.

                         


                        See www.grainge.org for RoboHelp and Authoring tips

                         

                         

                        @petergrainge

                        • 9. Re: Cannot generate PDF directly with RH11.
                          Shéba D Level 1

                          Hi Peter,

                           

                          I don't know what you mean by the virtual machine. My IT guy came and looked at my machine and said there is NO virtual machine.

                          I have now uninstalled everything. Reinstalled RH11 and ticked the Acrobat Plugin and still no joy.

                          How would I find the Virtual machine, where would it be on a Windows 8.1 machine?

                           

                          Thanks,
                          Shéba

                          • 10. Re: Cannot generate PDF directly with RH11.
                            Shéba D Level 1

                            Hi Peter,

                             

                            The problem has been resolved. I did not need to re-install Office/Word. There is no Virtual machine on my laptop so the answer was to install the Acrobat Pro XI update. The Acrobat supplied with Tech Comm Suite is not compatible with Word 2013.

                             

                            regards,

                            Shéba

                            • 11. Re: Cannot generate PDF directly with RH11.
                              Peter Grainge Adobe Community Professional

                              Sorry, that was someone else in the thread.

                               


                              See www.grainge.org for RoboHelp and Authoring tips

                               

                               

                              @petergrainge

                              • 12. Re: Cannot generate PDF directly with RH11.
                                Shéba D Level 1

                                Hi Peter,

                                 

                                Okay no worries. I am also looking for an answer to using DUCC with WebHelp Pro. In your website you mention that DUCC can only be used for WebHelp.

                                I have spoken to Neil Perlin who is also helping me in this area. With RH11 is there a work around for using the DUCC with a WEBHELP Pro output?

                                We love the DUCC feature but we also collect monthly stats from RH Server 9 and we don't want to lose that ability.

                                Any light you can shed on this will be much appreciated. Thanks.

                                 

                                regards,

                                Shéba

                                • 13. Re: Cannot generate PDF directly with RH11.
                                  johndaigle Level 4

                                  Hi Shéba

                                  Because Peter is counting sheep at this moment, I thought I'd jump in to say that unfortunately WebHelp Pro and RoboHelp Server do not support DUCC. It's high on the wish list and hopefully we will see this in a future release.

                                  john

                                  John Daigle

                                  Adobe Certified RoboHelp and Captivate Instructor

                                  Evergreen, Colorado

                                  www.showmethedemo.com

                                  • 14. Re: Cannot generate PDF directly with RH11.
                                    Shéba D Level 1

                                    Hi John,

                                     

                                    Thanks for the reply. It is indeed really unfortunate because we want to use the DUCC feature.

                                    Currently I am having to make do WITHOUT my RH Server 9 reports because one of the scripts that we use (Glossary Tool Tip) does not work with WebHelp Pro.

                                    We love the Tool Tip but at the cost of losing out on the RH Server reports.

                                    Maybe I should look into some other stats software and ditch RH Server 9 becuase even if the script problem is resolved, the DUCC won't work. :-(

                                     

                                    regards,
                                    Shéba

                                    • 15. Re: Cannot generate PDF directly with RH11.
                                      Captiv8r Adobe Community Professional & MVP

                                      Shéba and John

                                       

                                      WRT the "Script" used, to my knowledge it's simply a script that you run in the editing environment to make the conversion. Are you saying that after running that the tooltips don't work once uploaded to the server environment? Or are you saying that because the primary layout is WebHelp Pro, the script won't run?

                                       

                                      My thought is that if it's the latter, you might accomplish your goal by temporarily configuring WebHelp as the primary layout, run the script, then configure back to WebHelp Pro.

                                       

                                      Then again, I'm not well versed in the "Pro" side of things, so I may be like a dog barking up the wrong tree!

                                       

                                      Cheers... Rick

                                      • 16. Re: Cannot generate PDF directly with RH11.
                                        Shéba D Level 1

                                        Hi Rick,

                                         

                                        Thanks for your input.

                                         

                                        What happens is that I run the script (with the output selected as WebHelp Pro) it fails. So then I run the script as Web Help and it works. Then I 'copy' the WebHelp output to the RH Server 9 environment because

                                        it will not let me 'publish' directly to the RH Server. So the Tool Tip works but then I lose the benefits of obtaining reports from RH Server 9 because the project is not able to load into the RH Server 9 admin console.

                                        If I generate the output directly without the script as a WebHelp Pro , I can see the project loaded into the RH Server admin console and then I can obtain the reports. In this case though the tool tip does not show up. Glossary terms expand out instead.

                                         

                                        regards

                                        Shéba

                                        • 17. Re: Cannot generate PDF directly with RH11.
                                          johndaigle Level 4

                                          Hi, Shéba and Rick.

                                          At first I thought maybe the script doesn't support WebHelp Pro for some reason. However, I see it listed as an SSL choice in the Script Code (line 278). I'm going to query Adobe engineering to see if they can double-check the script. BTW, Shéba, unfortunately you cannot "copy/paste" the WebHelp output code to the Rh Server environment. Unlike traditional WebHelp, the Pro version must be "published" from your Rh client app. It contains some necessary code to work with the server application.

                                          Hopefully, engineering can offer some suggestions.

                                          Thanks

                                          John

                                           

                                          John Daigle

                                          Adobe Certified RoboHelp and Captivate Instructor

                                          Evergreen, Colorado

                                          www.showmethedemo.com

                                          • 18. Re: Cannot generate PDF directly with RH11.
                                            Captiv8r Adobe Community Professional & MVP

                                            Shéba, what you wrote sounds like you feel you have to leave WebHelp selected as the primary layout after you run the script. All the script should be doing is massaging the code a bit.

                                             

                                            Have you tried resetting back to WebHelp Pro after you run the script? If you did that, you should then have what you want and be able to generate and publish to the Server.

                                             

                                            John. agree or disagree here?

                                             

                                            Cheers... Rick

                                            • 19. Re: Cannot generate PDF directly with RH11.
                                              Shéba D Level 1

                                              Hi John and Rick,

                                               

                                              Thank you so much for your replies. I have run the script with WebHelp Pro output but I get an error. John is right, I can't copy the output it has to be 'published' to the RH Server. For that, the script can't be run which

                                              means the Glossary Term then appears as a expand out text.

                                              John - thanks for looking into this with the Adobe engineering team. I shall eagerly await their response.

                                               

                                              Once again gentlemen, thanks for your help on this. Much appreciated.

                                              regards,
                                              Shéba

                                              • 20. Re: Cannot generate PDF directly with RH11.
                                                johndaigle Level 4

                                                ...just got confirmation that engineering is looking into it. I'm sure they will get back to us reasonably soon.

                                                Thanks

                                                john

                                                • 21. Re: Cannot generate PDF directly with RH11.
                                                  Shéba D Level 1

                                                  Hi John and Rick,

                                                   

                                                  A quick update, I managed to run the script and publish directly to RH Server 9. However, now the search function does not work. I have contacted tech support and they are looking into the matter.

                                                  So basically I run the script and select WebHelp Pro output as the primary layout. I then select 'Tool Tip' and once it is published I can now finally see the project in RH Server, I view the project and then I enter a search term

                                                  and it comes back with an error. So the reports are not going to work since all the terms entered return no results.

                                                   

                                                  Interesting turn of events. I believe Adobe were aware of some search defects in RH Server 9 but I am waiting for confirmation on this.

                                                   

                                                  regards,
                                                  Shéba

                                                  • 22. Re: Cannot generate PDF directly with RH11.
                                                    shijua69791861

                                                    Please see whether this solution works.

                                                     

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