What's covered

This document can help you resolve problems that interrupt the installer for Adobe RoboHelp 7on Windows Vista. 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 at 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, 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 Vista. 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 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:

  1. In Windows Explorer, choose Organize > Folder And Search Options.
  2. Click the View tab in the Folder Options dialog box.
  3. In Advanced Settings, select Show Hidden Files And Folders.
  4. Deselect Hide Extensions For Known File Types.
  5. Click OK.

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 RoboHelp.

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

  • Intel Pentium 4 processor
  • Microsoft Windows Vista, Windows XP, or Windows 2000
  • 256 MB of RAM
  • 800 MB of available hard-disk space

Note: Trial version not supported on Windows 2000.

Supported authoring environments:

  • Adobe Dreamweaver CS3
  • Macromedia Dreamweaver 8 from Adobe
  • Microsoft FrontPage 2003
  • HomeSite 5.5
  • Microsoft Word 2007, Word 2003, Word 2002, and Word 2000

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

2. 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.

3. Install RoboHelp in a simplified mode from the desktop.

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

To copy the RoboHelp install files to the desktop:

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

To start Windows Vista in a simplified mode:

  1. Choose Start, type msconfig in the Search text box, and press Enter.
  2. On the Startup tab, click Disable All.
  3. On the Services tab, select Hide All Microsoft Services, click Disable All, and then click OK.
  4. In the System Configuration dialog box, click OK then Restart.
  5. Start the RoboHelp installer "setup.exe" in the Adobe TCS Install\Adobe TCS folder, and then follow the on-screen instructions.

To re-enable startup items and services:

  1. Choose Start, type msconfig in the Search text box, and press Enter.
  2. Choose Normal Startup on the General tab, click OK, and restart the computer.

4. Optimize handling of temporary files by Windows Vista.

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.

Delete temporary files by using the Disk Cleanup utility included with Windows. To start Disk Cleanup, choose Start > All Programs > Accessories > System Tools > Disk Cleanup - choose "Files from all users on this computer". For information about Disk Cleanup, see Windows Help.

5. Repair and defragment hard disks.

System errors can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks, either by using the Error-Checking tool and Disk Defragmenter utility included with Windows or by using a third-party disk utility (for example, Symantec Norton Utilities). You should run such utilities on each hard disk or partition. More information about the Error-Checking tool and Disk Defragmenter appears below; for more information about a third-party disk utility, refer to the documentation for the utility.

The Error-Checking tool repairs bad sectors, lost allocation units and file fragments, cross-linked files, and invalid file names. To access the Error-Checking tool, choose Start > Computer, right-click the desired hard disk, and choose Properties from the menu. In the Local Disk Properties dialog box, click the Tools tab, and then click Check Now in the Error-Checking area.

Note: To prevent Disk Defragmenter from moving files to bad sectors of a disk, run the Error-Checking tool before running Disk Defragmenter.

Disk Defragmenter rearranges the files and free space on your computer so that files are stored in contiguous units and free space is consolidated in one contiguous block. To access the Disk Defragmenter utility, choose Start > All Programs > Accessories > System Tools > Disk Defragmenter.

6. 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

7. Install RoboHelp on a different computer.

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

8. 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 http://www.adobeforums.com/. If you confirm that other users have experienced the same problem, Adobe Technical Support may be able duplicate and research the problem. Otherwise, refer to the system-related or hardware-related help. 19. Contact Adobe Technical Support.

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

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