30 Replies Latest reply on Aug 22, 2008 1:09 PM by Peter Grainge

    RoboHelp 7 HTML hangs

    jn69
      New to RoboHelp.
      After install ok, run RoboHelp 7 for HTML, I get the splash screen with message "Version control init", then nothing more.

      RoboHelp for Word works OK.
      Calling RoboHelp HTML from roboHelp for word hangs too.

      Thanks for help.
        • 1. Re: RoboHelp 7 HTML hangs
          pittwoman
          I have this same problem. Were you able to fix this problem?
          • 2. Re: RoboHelp 7 HTML hangs
            Cindy Pao Level 1
            I am also having this same problem. I've uninstalled and reinstalled the complete Technical Communications suite a number of times. Memory upgrade did nothing to help.

            I also had Madcap Flare installed, and have uninstalled that.

            Still nothing - I can open up everything else in the suite but RoboHTML.

            What can be done?
            • 3. Re: RoboHelp 7 HTML hangs
              Peter Grainge Adobe Community Professional (Moderator)
              TCS and RH can happily co-exist. I have both on one machine.

              Was virus and spyware checking disabled during the install?

              Was your logon used and did it have admin rights attached? With RH7 I understand it can also be installed by an administrator?

              What's the operating system?

              Are we talking about a full version, an upgrade or a trial?

              Rather more information would help.

              • 4. Re: RoboHelp 7 HTML hangs
                Peter Grainge Adobe Community Professional (Moderator)
                ... and is any version control involved?

                Exactly when does it hang? Do you get beyond double clicking the icon?

                • 5. Re: RoboHelp 7 HTML hangs
                  Cindy Pao Level 1
                  Was virus and spyware checking disabled during the install? No - I'm not sure that I can do that at this company. I will have to check with my helpdesk. Other writers on my team, however, have also installed without turning off the virus checking, and they are not having the same problem.

                  Yes, my login has Admin rights on the machine. I'll check and make sure - couldn't hurt.

                  Operating system is Windows XP.

                  Should be talking about the full version of the technical suite, not an upgrade.

                  We use OmniWorks for version control here. When one of the other writers here opens RoboHTML, I see the OmniWorks splash screen display while RH is opening.

                  The app hangs when it's trying to open. The splash screen displays, loads the drivers and OLE stuff, and then hangs on "Initializing Version Control" I've let it run - or not run - for several hours, and it never goes past this point.

                  What did you mean when you said that TCS and RH can happily co-exist? I thought I was installing RoboHTML as part of the technical suite.

                  Thanks!
                  Cindy
                  • 6. Re: RoboHelp 7 HTML hangs
                    Peter Grainge Adobe Community Professional (Moderator)
                    I meant to say that TCS and Flare can co-exist. You had said you had removed that. Sorry about that.

                    If this is happening on the first opening of RH after installation, surely it would not know about OmniWorks. I wonder if you also installed RoboSourceControl and that is causing a problem. Have you tried installing without selecting that? Sorry but source control is not my area.




                    • 7. Re: RoboHelp 7 HTML hangs
                      Cindy Pao Level 1
                      I have installed the suite both with and without the RoboSourceControl.

                      Maybe it's time to try without the virus software on. I think there was another message with that type of problem.

                      What do you think? Is there something I can look for in my virus scan logs that might help me?
                      • 8. Re: RoboHelp 7 HTML hangs
                        Peter Grainge Adobe Community Professional (Moderator)
                        When you install without source control, can you open the supplied projects that are on your hard disk and not under any version control?

                        As far as the logs are concerned, any reference to Adobe or RoboHelp and entries at the time you were installing. In the topic on my site about Using RH7, there is a link to a troubleshooting guide that Adobe prepared. It might be worth looking at that.

                        Is there nothing you can identify that is different about your machine and your colleague's where it works OK?

                        • 9. Re: RoboHelp 7 HTML hangs
                          Cindy Pao Level 1
                          I can't open any projects no matter what I install or don't install. I also don't have any projects right now that aren't under version control (OmniWorks).

                          The only difference we can think of between the machines is that I have Flare installed, and the other writers do not.

                          I'll see what I can find on your web site and in the troubleshooting guide.
                          • 10. Re: RoboHelp 7 HTML hangs
                            Peter Grainge Adobe Community Professional (Moderator)
                            As I said, I really don't think Flare is the issue here.

                            I understand you cannot open any source controlled projects but can you at least open RH? When it asks you to point to a project, click Open and on the left you will see Samples. Can you open one of those?

                            What I am trying to establish is that RH is falling over at the point where you attempt to use OmniWorks. I am not blaming that, just trying to find out exactly where the hanging occurs.

                            • 11. Re: RoboHelp 7 HTML hangs
                              Cindy Pao Level 1
                              No, I can't open anything. I double-click on the RoboHTML icon, and it hangs. Doesn't matter if I double click on my project's .xpj file, or if I double-click on the application icon. Nothing happens past the splash screen.

                              Eventually, I right-click on the icon on my task bar and choose Close, at which time I am informed that RoboHTML is not responding.

                              So I'm not sure it's an issue with OmniWorks.

                              BTW, I did check, and I have full Administrator's access on my machine.

                              Thanks!
                              • 12. Re: RoboHelp 7 HTML hangs
                                Peter Grainge Adobe Community Professional (Moderator)
                                Yes I agree with you now that is clarified.

                                Do the other components of TCS open OK?

                                What time zone are you in? I'm thinking about an Acrobat Connect session that would allow me to see your machine.



                                • 13. Re: RoboHelp 7 HTML hangs
                                  Cindy Pao Level 1
                                  Yes, the other components open OK.

                                  I just got off the phone with tech support, and they've asked me to have our IT department log on to my machine with a different Admin account to see if the app opens. I'll have to check to see if I can do an Adobe Connect session.

                                  Give me a few minutes...
                                  • 14. Re: RoboHelp 7 HTML hangs
                                    RoboWizard Level 4
                                    Hi all

                                    Hopefully my dear colleague Peter will forgive me for offering a possibly hare brained idea here.

                                    The Adobe Captivate product sometimes exhibits a similar behavior if the PC is connected to the internet. So one thing to try would be to see if you disconnect from any networking whatsoever (Just try briefly disconnecting the LAN cable from the PC) and try starting RoboHelp with the cable disconnected.

                                    I'm not suggesting this is the workaround you need or that it would be normal to have to do this, but it may help further isolate what is happening here.

                                    Just a thought... Rick
                                    • 15. Re: RoboHelp 7 HTML hangs
                                      Peter Grainge Adobe Community Professional (Moderator)
                                      Try Rick's suggestion first. Then what Adobe have suggested.

                                      Post back after that. If we do go for Connect, you are in full control. You can always see what I am doing and can terminate it instantly at any point.

                                      • 16. Re: RoboHelp 7 HTML hangs
                                        Cindy Pao Level 1
                                        I'll give it a try.

                                        Back in a few...
                                        • 17. Re: RoboHelp 7 HTML hangs
                                          Cindy Pao Level 1
                                          I tried it while not connected, and that still didn't work.

                                          One of the guys from my IT group is supposed to come up and take a look. When the help desk looked around, they were concerned that it isn't working because of RoboSource Control. When you look at the properties for RoboHelp HTML, there's an <error> on the RoboSource Control folder, but it's that way for the other applications, too.

                                          They also wondered if RoboHelp HTML isn't installed correctly.

                                          Do you all know what file RH is looking for when it's initializing version control?
                                          • 18. Re: RoboHelp 7 HTML hangs
                                            Peter Grainge Adobe Community Professional (Moderator)
                                            But I thought you had exactly the same problem when you installed without RSC. Also why install it if you don't use it?

                                            I think we will all find it much easier to uninstall whatever you have installed including RSControl.

                                            Then start over without it.
                                            • 19. Re: RoboHelp 7 HTML hangs
                                              Cindy Pao Level 1
                                              Sorry for the delay in status - last week was very busy...

                                              Today support came up to investigate.

                                              When he logged in using Safe mode and the Administrator login, he got somewhere, but not very far. He was also connected to the network.

                                              He got an error message about not being able to configure with RoboSource Control. He clicked OK, and it seemed that the application would open. However, then he got an error message that he's not authorized to use the application and that he should uninstall and reinstall.

                                              He also tried to open the application while signed on as Administrator and not connected to the network, but the application hung again.

                                              He's researching the error message now, but if anyone else has a suggestion, that'd be super!
                                              Cindy
                                              • 20. Re: RoboHelp 7 HTML hangs
                                                TWSisters
                                                Hi,
                                                has anyone found the cause for this problem yet?
                                                my colleague's having a similar problem. On some days, she can start RH normally. On other days, like today, it hangs when she tries to open it (immediately after double-clicking the button). No difference which of our projects she tries. There is no splash screen, but "Initializing version control" appears somewhere on the screen. The RoboHTML.exe process is started if you check the TaskManager, but nothing happens.
                                                It is also an XP system, but we use Subversion for source control. I don't think it's related to that. There's three of us, and we all have the same installation of RH7, we all have full admin rights, we're on the same network, RoboSource was disabled during installation and we're not using it.
                                                Strange.
                                                Thanks, Kathrin
                                                • 21. Re: RoboHelp 7 HTML hangs
                                                  Peter Grainge Adobe Community Professional (Moderator)
                                                  Open one of the supplied sample projects. Does that open as you would expect? That will give you a yardstick to compare with your source controlled projects.

                                                  • 22. Re: RoboHelp 7 HTML hangs
                                                    TWSisters Level 1
                                                    Hi Peter,
                                                    thanks for the reply. The sample project doesn't open either. We'll look into this on Monday, maybe we can shed some light on the phenomenon.
                                                    • 23. Re: RoboHelp 7 HTML hangs
                                                      Peter Grainge Adobe Community Professional (Moderator)
                                                      OK TWSisters. I won't be around for a couple of weeks so hopefully someone else will pick this up.

                                                      It might be worth looking at item 15 at
                                                      http://www.grainge.org/pages/authoring/rh7/using_rh7.htm

                                                      • 24. Re: RoboHelp 7 HTML hangs
                                                        TWSisters Level 1
                                                        Hi all,
                                                        we solved the problem for us today. It turned out that RH doesn't really hang when you double-click the item, it just takes about half an hour to open the project. It seems that although we haven't even installed Source Control, RH looks into a certain Registry Key (see below) to get information about source control. In our case, this Registry Key referred to a network location that wasn't accessible. That's why it took ages until RH was ready to open the project. So here's what we did:
                                                        - Get Process Monitor tool from www.sysinternals.com
                                                        - Unzip and start it
                                                        - Filter events for "Process Name is RoboHelp.html" (Include) and "Path begins with \\" (Include)
                                                        - Verify that all network file access succeeds.
                                                        - In our case, an obsolete source code control provider configuration caused file access to a network location no longer exisiting
                                                        - Purged SCCP configuration in registry:
                                                        HKEY_LOCAL_MACHINE/SOFTWARE/SourceCodeControlProvider:
                                                        - Delete ProviderRegKey item
                                                        HKEY_LOCAL_MACHINE/SOFTWARE/SourceCodeControlProvider\InstalledSCCProviders:
                                                        - Delete all items

                                                        Bye,
                                                        Kathrin
                                                        • 25. Re: RoboHelp 7 HTML hangs
                                                          Cindy Pao Level 1
                                                          The only solution we ever found was to re-image the c: drive on my machine. Our IT figured that there was something from another Adobe application - maybe even the old version of RH - that was interfering. After he reimaged, he installed the complete tech pubs suite, and then RH worked. It continued to work after we re-installed the other Adobe apps, too.

                                                          The registry keys make sense to me - they would have been wiped out when IT re-imaged my machine.

                                                          Cindy
                                                          • 26. Re: RoboHelp 7 HTML hangs
                                                            Kurt_Sloan
                                                            I found a work around on my PC this week.

                                                            After uninstalling and reinstalling RoboHelp7 six times, we found a work-around for the RoboHelp HTML not opening.

                                                            1. Right-click on the "Adobe RoboHelp 7 HTML" icon
                                                            2. Click on "Run As..." from the menu that appears
                                                            3. Select "The following user" option
                                                            4. Enter your own credentials (yes, that didn't make sense to me either since the "Current User" was set to my credentials already)
                                                            5. Click OK

                                                            This works EVERY time for us. Hopefully it will work for you as well.
                                                            • 27. Re: RoboHelp 7 HTML hangs
                                                              Peter Grainge Adobe Community Professional (Moderator)
                                                              Thanks for that one Kurt.

                                                              • 28. Re: RoboHelp 7 HTML hangs
                                                                Peter Grainge Adobe Community Professional (Moderator)
                                                                Kurt

                                                                Was the operating system Vista?

                                                                • 29. Re: RoboHelp 7 HTML hangs
                                                                  Kurt_Sloan Level 1
                                                                  Nope - XP Professional, Version 2002, SP3
                                                                  • 30. Re: RoboHelp 7 HTML hangs
                                                                    Peter Grainge Adobe Community Professional (Moderator)
                                                                    Interesting. The information I got was that this fix was a Vista thing. Thanks.