Since 2004 CHMs should not be hosted on servers. See CHM Files Not Working. Instead they should be hosted on the users PC.
I suspect your copy of RoboHelp may be on a PC with an operating system for which Rh7 was not designed. In other words not Vista or any later version? If it is not on a supported system that too could impact. However, as you can run the CHM on a Windows 8 machine maybe for your use of Rh is such that the output is OK on that OS.
As CHMs should not be hosted on servers any malfunction would not be surprising and I would not expect any one malfunction to be consistent across different server OSs.
This is a difficult question to answer as there are a number of aspects that are not normal.
Are the users also using RDP to access an app that sits on the same servers or is the app accessed some other way, in which case how?
What link is there between the app and the help, does it just open the help at the default topic or does it link to a topic related to where the user is in the app?
If anyone else has any ideas about this one, please wade in.
See www.grainge.org for RoboHelp and Authoring tips
Thanks for your reply Peter. I read through that link you sent, interesting! Yes like it mentions, the .chm updates regularly along with the app it's for on the same servers. We used to use indexes, etc. in the .chm file to link with specific program features and they can launch the Help file from the program as well, however with the newest .chm we created for a new version it does always open the same topic, I haven't figured out the index feature yet - another day! So, let's say we have 8 servers - the app is installed on all 8 and the .chm file is also on all 8.
We have a whole new app we have yet to create a .chm file for - before we start sounds like we should perhaps upgrade RoboHelp? Will a more current version remove this issue with the Terminal Server? Nearly all of our clients access this way.
Thanks so much. Can you suggest maybe another product, or way of creating a help file from RoboHelp that might be OK for that environment (I think there were other ways to create this Help file if I recall)? I can tell you the environment will not be changing (other than upgrading servers to newer versions)... Thanks!