The WebHelp system is on a server, in a Citrix environment. So, he is accessing via the laptop. He sometimes VPNs in.
I believe he's only tried IE browsers. Which others should he try? The application itself is only supported on IE.
Thanks for responding, Peter. You're always helpful.
I'm not sure I will be helpful on this one, especially if it is a java issue. What I was trying to do to start with was see if the problem was the same with another browser thinking that would rule out java. That could be wrong thinking but it is a start. Try with Firefox.
Can you get someone else to access the help in the same way?
I'm going offline shortly so hopefully someone else can take over helping you. Otherwise tomorrow I will see what you post back.
See www.grainge.org for RoboHelp and Authoring tips
What version of Internet Explorer are you using? Do you have any plug ins installed, such as toolbars, ad blockers etc? Please try the help on Firefox and check whether it works on that browser. It might be an Internet Explorer specific issue, but it might also be a problem in your webhelp.
Please also try the following: If you open the help using IE from a differenct computer, do you get the same errors, or does everything work fine then?
RoboHelp 8 does not use a Java applet, so you don't bother with that.
Sorry, posted and realized the tone is rather harsh: you can ignore Java as it's not related to your issue.
Thank you, William, for your information here. Your "tone" was fine, no worries. I appreciate your help.
From what this user says, the problem only occurs on this one particular laptop. And no one else is having the problem on their computers. I will tell him that it's not a Java problem - so at least we know that.
I will ask him if he has any add-ins on this laptop. And I'll ask him to try Firefox, and point to the starting HTM file of the WebHelp output.
I'll report back what he finds out from further actions on his part. I'm positive it's not our WebHelp - or we would have heard back from customers and our own QA folks. But whatever we find out, it could be good to know for other similar situations.
Thanks so much.
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We were getting this error sometimes.
I modified the code in wsutils.js as follows:
return innerHeight; //this is for safari
return document.body.clientHeight; }
Seems to work (at the cost I guess of losing support for safari browsers - but I haven't tested that), but I can't test that it never fails because it was an intermittent fault...