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thanks for your quick reply,
you are right, users are running he help file from a location in the server. Actaully I am planning to place the help files in a server in the customer location where users will be able to reach the help system through a link.
The information you provided were helpful and as I read the contents of the attachment, I understand that I have these options:
either to change on the registry of the users' machines
or change my output to Webhelp.
but my big question, why it works in some machines and some not???
It could also be the case where you copied or downloaded the .CHM from the internet and is being blocked by the local PC operating system. In case this is the issue, I have documented the steps you would use to work past that at this link right here.