What's covered

This document can help you resolve problems that interrupt the installer for Adobe RoboHelp Server 8 on Windows XP. These problems can manifest themselves in many different ways, including (but not limited to) a frozen cursor or screen, or an error.

Please note that this document does not address problems related to serial numbers. For these problems, contact Adobe Customer Service. To contact Adobe Customer Service in your region for assistance, visit the Adobe website at http://www.adobe.com/, select your region from the top right corner of the page, and then click Contact.

Different factors can interrupt the installation of an application, including the AutoPlay feature in Windows, a conflicting application, incorrect data in the Windows registry, or hardware problems. Although a system error may occur only when you work with RoboHelp Server 8, RoboHelp may not necessarily be the cause-it may be the only application that uses enough memory or processor cycles to expose the problem.

To get the most from this document, perform the tasks in order. Keep a log of the tasks you perform and the results of each, including errors or problematic behavior. Adobe Technical Support can use this information to better assist you, should you need to call.

Note: The procedures in this document are based on the default interface of Windows XP. If the interface is customized, some procedures may vary. For example, a commonly encountered difference is the navigation to Control Panel from the Start menu: You may navigate Start > Settings > Control Panel instead of Start > Control Panel. Additionally, the procedures in this document assume you are using the Classic View of the Control Panel: To view the Control Panel in the Classic View, click Switch To Classic View on the Control Panel navigation bar on the left side of the window.

To show hidden files, hidden folders, and all filename extensions in Windows Explorer

Beginning troubleshooting

The tasks in this section can help you resolve the most common installation problems. Before performing any of these tasks, back up all personal files.

1. Make sure that the system meets the minimum requirements for Adobe RoboHelp Server 8.

RoboHelp Server 8 may not run correctly on a system that doesn't meet the following requirements:

  • 1.8 GHz or faster processor
  • Microsoft Windows Vista SP1, Windows XP SP3, Windows Server 2003 SP1, and Windows 2008 Server
  • 512 MB of RAM
  • 256 MB of available hard-disk space for installation;
  • CD-ROM drive

Note: To check basic system information, such as processor speed and how much RAM is installed, choose Start > Control Panel > System.

2. Install current Windows service packs and other updates.

See "Install current Windows service packs and other updates (Windows Vista)" (TechNote kb405107) for details.

3. Check the DVD and DVD-ROM drive.

Dust or dirt on a DVD can interfere with installation and prevent the DVD-ROM drive from recognizing the DVD. Examine the RoboHelp DVDs for dirt, dust, or fingerprints. Gently wipe the bottom of each DVD from the center outward with a soft, lint-free cloth.

Verify that the DVD-ROM drive can read other DVDs. If it can't, examine the DVD caddy or loading tray for dirt, and clean it with a lint-free cloth. If it still can't read other DVDs, contact the DVD-ROM drive manufacturer or the computer manufacturer.

Intermediate troubleshooting

If the tasks in the previous section don't solve the problem, then try the following intermediate troubleshooting tasks.

4. Install RoboHelp Server 8 in a diagnostic mode from the desktop.

Software and services that load automatically with Windows (for example, virus protection utilities) can conflict with the RoboHelp Server 8 installer and cause problems in RoboHelp Server 8. To prevent conflict, reinstall RoboHelp Server 8 while Windows is in diagnostic mode doesn't resolve the issue, try installing and running RoboHelp Server 8 on a different computer, or on a different hard drive.

To copy the RoboHelp Server 8 install files to the desktop:

  1. Insert the first RoboHelp Server 8 disc into your DVD-ROM drive.
  2. Create a folder on your desktop named "Adobe RoboHelp Server 8".
  3. Open "My Computer".
  4. Right-click on your DVD-ROM drive and click Explore.
  5. Copy the Adobe RoboHelp Server 8 folder from the DVD to the folder you created on your desktop.
  6. Open "My Computer".
  7. Right-click on your DVD-ROM drive and click Explore.
  8. Copy the Adobe RoboHelp Server 8 folder into the RoboHelp Server 8 Install folder on your desktop. If you are asked to confirm replacing any folders with the same name, select "Yes to All".

To start Windows XP in a diagnostic mode:

See "Start Windows in diagnostic mode" (TechNote kb404860) for details.

5. Run Adobe RoboHelp Server 8 in a new user account.

Create a new user account that has the same permissions as the account that you use when the problem occurs. If the problem doesn't recur, then the original user account may be damaged. For instructions on creating a new user account, see "To add a new user to the computer" in Windows Help or contact your system administrator.

6. Optimize handling of temporary files by Windows XP.

Windows and applications store working data in temporary (.tmp) files that they create on the hard disk. Excessive or outdated temporary files can interfere with performance of Windows or applications.

See "Delete temporary files using the Disk Cleanup utility (Windows XP)" (TechNote kb404871) for details.

7. Repair and defragment hard disks.

See "Repair and defragment hard disks (Windows XP)" (TechNote kb404981) for details.

8. Scan the system for viruses.

Use current antivirus software (for example, Symantec Norton AntiVirus or McAfee VirusScan) to check the system for viruses. Virus infections can damage software and cause system errors. For more information, see the documentation for the antivirus software.

Advanced troubleshooting

9. Install RoboHelp Server 8 on a different computer.

Try to install RoboHelp Server 8 on a different computer to determine if the problem is unique to your computer. If you are able to install RoboHelp Server 8 on a different computer, contact the computer manufacturer. If the problem occurs on multiple computers, contact Adobe Technical Support.

10. Visit the Adobe User to User Forums.

You can see if other Adobe customers have a similar problem by visiting the User to User Forums at https://forums.adobe.com/welcome. If you confirm that other users have experienced the same problem, then Adobe Technical Support may be able duplicate and research the problem. Otherwise, refer to the system-related or hardware-related help.

11. Contact Adobe Technical Support.

If none of the above steps has resolved the error or freeze that you are experiencing with RoboHelp Server 8, then you need to contact Adobe Technical Support. You can find the support options at the Support Center.

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