8 Replies Latest reply: Sep 22, 2014 7:03 AM by Willam van Weelden

WebHelp Blank Page in IE11

andrew wake Sep 11, 2014 5:05 AM

I have upgraded a WebHelp project supporting a browser application from RoboHelp 9 to Robohelp 11.02.240.

The WebHelp context sensitive help displays and refreshes correctly when the browser application is opened in Firefox and Chrome.

The following error occurs when the browser application is opened in IE11:
1/ The first time a help button is selected on the application the help window displays correctly.
2/ But leave the help window open and select a help button on the application and the help window does not refresh correctly. A Blank Page is displayed.

The browser application uses the RoboHelp_CSH.js file and the RH_ShowHelp function with the HH_HELP_CONTEXT command.

I have provided my software developers with the lastest RoboHelp_CSH.js file shipped with RoboHelp 11.02.240.

This is an old application and the help did display correctly in IE when it was developed. I dont know which IE release introduced the problem.

Is there a fix? Thanks.

1. Re: WebHelp Blank Page in IE11

Jeff_Coatsworth Sep 11, 2014 5:28 AM (in response to andrew wake)

Is your RH11 all patched up? I don’t off the top of my head what the current RH11 release level is, but that’s a first start.
Like Show 0 Likes (0)

Actions
2. Re: WebHelp Blank Page in IE11

Peter Grainge Sep 11, 2014 5:30 AM (in response to Jeff_Coatsworth)

@Jeff 11.0.2 is the latest.

See www.grainge.org for RoboHelp and Authoring tips

@petergrainge
Like Show 0 Likes (0)

Actions
3. Re: WebHelp Blank Page in IE11

Jeff_Coatsworth Sep 11, 2014 5:32 AM (in response to Peter Grainge)

Thanks Peter – I’m still stuck on TCS4 here at work (sighs)
Like Show 0 Likes (0)

Actions
4. Re: WebHelp Blank Page in IE11

Willam van Weelden Sep 11, 2014 8:27 AM (in response to Jeff_Coatsworth)

What exactly is the blank page? Do you see the skin, but not the content or is the entire page blank?

What is the URL shown in the blank page? That may give some clues as to what is going on.

Kind regards,

Willam
Like Show 0 Likes (0)

Actions
5. Re: WebHelp Blank Page in IE11

andrew wake Sep 12, 2014 2:15 AM (in response to Willam van Weelden)

The page is entirely blank without a URL.
A smaller blank page is also displayed. It has a URL but cannot be resized to show the full path. Right click and choose Properties on the window shows the path (https://jaws.saa-cons.co.uk:8443/audit/help/whcsh_home.htm#id=4>>wnd=HelpWindow in my project).
See the above screenshot.
The web developers in my company have looked at the WebHelp output and in their opinion the User Agent Sniffing in the whver.js and RoboHelp_CSH.js files is incorrectly identifying IE11 as Netscape (version 4 or 6 - cant remember which). Whether this is the cause of the problem I have no idea.
Thanks for your help.
Like Show 0 Likes (0)

Actions
6. Re: WebHelp Blank Page in IE11

Willam van Weelden Sep 15, 2014 4:50 AM (in response to andrew wake)

What happens if you copy the URL, close the browser, reopen the browser and paste the URL? Does the help open correctly in that situation?

Kind regards,

Willam
Like Show 0 Likes (0)

Actions
7. Re: WebHelp Blank Page in IE11

andrew wake Sep 15, 2014 5:50 AM (in response to Willam van Weelden)

The help displays correctly but a second blank window with the message box "The webpage you are viewing is trying to close the tab. Do you want to close this tab? Yes No
See the above screenshot
Choose yes and the blank window closes.
Like Show 0 Likes (0)

Actions
8. Re: WebHelp Blank Page in IE11

Willam van Weelden Sep 22, 2014 7:03 AM (in response to andrew wake)

This question occurs because RH creates a new popup and tries to close the help.

You can try to amend the CSH call to add >>newwnd=false to the help call. That may prevent the extra screen. Otherwise I would recommend not using the supplied CSH JavaScript.

Kind regards,

Willam
Like Show 0 Likes (0)

Actions