Basic FAQs

What is Adobe RoboHelp (2017 release)?

Adobe RoboHelp (2017 release) lets you easily create and deliver policy and knowledge base content for any device. Do more with several authoring productivity enhancements. Publish next-generation Responsive HTML5 layouts with intuitive navigation. Help end-users find relevant content faster with best-in-class search, including search autocomplete. Dynamically filter content for personalized Help experiences. Generate content-centric mobile apps with a single click.

Who should use Adobe RoboHelp (2017 release)?

Help authors, instructional designers, policy and procedure specialists, knowledge base experts, user assistance designers, eLearning professionals, help developers for mobile applications, and content strategists who need an authoring and multichannel, multiscreen HTML5 publishing solution to create help systems, policies and procedures, professional knowledge bases, and eLearning content for mobile, web, desktop, and print.  

What is the difference between Adobe RoboHelp (2017 release) and Adobe Technical Communication Suite (2017 release)?

Adobe RoboHelp (2017 release) lets you create and deliver policy and knowledge base content for any device. Publish next-generation Responsive HTML5 layouts that provide intuitive navigation and best-in-class search. Dynamically filter content for personalized Help experiences.

Adobe Technical Communication Suite (2017 release) is an all-in-one toolkit to create and deliver rich, engaging content experiences across devices. The suite includes five best-in-class tools from Adobe at substantial savings compared to buying the tools individually. It empowers technical communicators to        

  • Author XML/DITA content
  • Create Responsive eLearning modules and interactive presentations
  • Collaborate seamlessly with experts and reviewers
  • Publish content across devices
  • Deliver personalized Help experiences with best-in-class search

 Adobe Technical Communication Suite (2017 release) includes:

  • Adobe FrameMaker (2017 release)
  • Adobe RoboHelp (2017 release)
  • Adobe Captivate 9
  • Adobe Acrobat Pro DC (2015 release)
  • Adobe Presenter 11

Additional components:

  • Adobe RoboScreenCapture 
  • Adobe RoboSource Control

I already have a license for an earlier version of Adobe RoboHelp. What are my upgrade options?

Special upgrade pricing is available to customers who have eligible licenses for Adobe RoboHelp and want to upgrade to Adobe RoboHelp (2017 release) or Adobe Technical Communication Suite (2017 release).

What are the new features in Adobe RoboHelp (2017 release)?

Adobe RoboHelp (2017 release) lets you easily create and deliver policy and knowledge base content for any device. Do more with several authoring productivity enhancements. Publish next-generation Responsive HTML5 layouts with intuitive navigation. Help end-users find relevant content faster with best-in-class search, including search autocomplete. Dynamically filter content for personalized Help experiences. Generate content-centric mobile apps with a single click.

What is responsive HTML5 publishing in RoboHelp (2017 release)?

Responsive HTML5 is an output type in RoboHelp (2017 release). It is based on a single responsive layout that automatically scales to different screen sizes. Generating responsive HTML5 output using RoboHelp (2017 release) is as easy as generating WebHelp, because you don’t need to configure anything, just choose the responsive layout as you choose a WebHelp skin.  

What is multiscreen HTML5 publishing in RoboHelp (2017 release)?

Multiscreen HTML5 is an output type in RoboHelp (2017 release). It is based on multiple layouts, each of which corresponds to a different screen size. Configure the screen sizes to which you want to publish content, and assign the layout and content to these screen sizes. RoboHelp (2017 release) then creates multiple sets of HTML files corresponding to each screen size, while providing a common landing page that detects the screen size of the user’s device and redirects the user to the relevant HTML files.
Multiscreen HTML5 output is very powerful because you can customize the look and feel and content for different devices, thus delivering an optimal user experience for all kind of devices.

What is the difference between responsive and multiscreen HTML5 publishing?

The table outlines the difference between responsive and multiscreen HTML5 publishing.

 

Responsive HTML5

Multiscreen HTML5
Number of layouts One Multiple
Need to configure screen profiles No Yes
Ability to specify different content for each screen type No Yes

Does Adobe RoboHelp (2017 release) have international language support?

Yes. Adobe RoboHelp (2017 release) supports Unicode, which enables you to author and edit help topics in many different languages. You can publish help systems in Brazilian Portuguese, Bulgarian, Canadian French, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Simplified Chinese, Slovenian, Spanish, Swedish, Swiss German, Thai, Traditional Chinese, Turkish, and Vietnamese. Adobe RoboHelp 11 checks spelling, auto-corrects words, and creates a keyword index in any of these languages. The generated help system, including navigation, appears in the selected language. Full text search is also operational in all the languages.

Which authoring environment does Adobe RoboHelp (2017 release) support other than the built-in HTML editor?

Adobe RoboHelp (2017 release) supports Adobe Dreamweaver CS3, CS4, CS5, and CS6; Adobe Dreamweaver 8; Adobe Dreamweaver CC; Microsoft Word 2010 and 2013.

Does Adobe RoboHelp (2017 release) integrate with Adobe FrameMaker (2017 release)?

You can import Adobe FrameMaker (2017 release) MIF and FrameMaker files with style mapping, conditional tags, user-defined variables, and Adobe Captivate content intact.

FrameMaker 11, 12, 2015 and 2017 release support linking with RoboHelp (2017 release). FrameMaker 7, 8, 9, 10, 11, 12, 2015 and 2017 release support import of files from RoboHelp (2017 release).

Which browsers support the output generated by RoboHelp (2017 release)?

The following browsers support the output generated by RoboHelp (2017 release):

  • Microsoft Internet Explorer version 9 and later
  • Google Chrome, most recent stable version
  • Mozilla Firefox, most recent stable version
  • Apple Safari

Which versions of Microsoft Office are compatible with RoboHelp (2017 release)?

Microsoft Office 2010 and 2013, and Office 365.

Which versions of Acrobat are compatible with RoboHelp (2017 release)?

Acrobat X, XI, and Pro DC (2015 release).

Which versions of Adobe Captivate are compatible with RoboHelp (2017 release)?

Adobe Captivate 5.x and later.

Can I submit a feature request for a future version of Adobe RoboHelp?

Adobe appreciates any suggestions for new features. Submit your request to the RoboHelp Help Community.

How can I participate in future RoboHelp beta programs?

To participate in future RoboHelp beta programs, send an email to the RoboHelp Beta Community.

Can I import a project created in other help authoring tools, for example, AuthorIT, Component One, or Flare?

You can import the final help system output, but you cannot import proprietary file formats from third-party authoring tools.

What is the difference between Adobe WebHelp and Adobe WebHelp Pro?

You can easily generate Adobe WebHelp with Adobe RoboHelp (2017 release). WebHelp Pro is the server-based version of WebHelp and enables authors to publish a help system to Adobe RoboHelp Server 10~ software.

Pricing and purchasing information

How much does it cost to purchase a RoboHelp (2017 release) or RoboHelp Server 10~ license?

The full version of RoboHelp (2017 release) costs US$999. The full version of RoboHelp Server 10~ costs US$9,999.†  

I own an older version of RoboHelp or RoboHelp Server. What is your upgrade policy?

  • If you own Adobe RoboHelp (2015 release), you can upgrade to RoboHelp (2017 release) for US$399.†
  • If you own Adobe RoboHelp 11, you can upgrade to RoboHelp (2017 release) for US$599. †
  • If you own Adobe RoboHelp 5, 6, 7, 8, 9 or 10, you can upgrade to RoboHelp (2017 release) for US$999.†
  • If you own Adobe RoboHelp 5, 6, 7, 8, 9, 10, 11, 2015 or 2017 release, you can upgrade to Adobe Technical Communication Suite (2017 release) for US$1,199.†
  • If you own RoboHelp Server 9, you can upgrade to RoboHelp Server 10 for US$4,999.†

†Prices listed are the Adobe direct store prices. Actual price can vary depending on the country and currency of purchase, product language and applicable local taxes.

Can I try RoboHelp before I buy it?

Yes. You can download a fully functional, 30-day complimentary trial version. 

Does Adobe have a maintenance program for RoboHelp?

Yes. Adobe provides maintenance programs for customers who participate in our volume licensing programs. Learn more.

Where can I buy Adobe RoboHelp (2017 release)?

You can buy Adobe RoboHelp (2017 release) through the online Adobe Store or by calling +1-866-647-1213 or by calling: +1-866-647-1213 (Monday to Friday, 5 AM PST – 2PM PST) for North America and +1-877-687-1520 (Monday to Friday, 6 AM
PST – 5 PM PST) for rest of the world. Learn about other ways to buy RoboHelp (2017 release), including buying through authorized resellers or purchasing with education or government discounts.

Does Adobe offer educational pricing for Adobe RoboHelp (2017 release)?

Adobe does offer educational pricing for Adobe RoboHelp (2017 release), but only via licensing and not via retail. . Learn more about special education pricing.

Support information

Where do I go if I have customer service questions?

For any customer service questions, write to us at techcomm@adobe.com.

Where do I go if I have technical support questions?

For any technical support questions, visit the customer support page.

What is activation?

Activation is a mandatory process that requires the software to connect to Adobe servers via the Internet and associates the products you have bought from Adobe with the computers on which you use those products. Activation helps protect your computers and environment from malicious code by ensuring you are using genuine Adobe software.

What information is passed to Adobe during activation?

Adobe does not gather, transmit, or use personally identifiable information during activation, other than the computer’s IP address.

How many times or how often will I have to connect to the Internet?

The machine with Adobe RoboHelp (2017 release) installed must connect to the Internet at least once within 30 days of the first launch of your serialized product.

Do I need to do anything to activate the software?

Activation occurs silently in the background after installation when the system detects an Internet connection. You don't have to do anything proactively to activate.

How long can I use the product before I need to activate?

The product must connect to the Internet at least one time within 30 days of the first launch of your serialized product. If the product has not been activated after 30 days, the application does not launch until an Internet connection is detected and the software can be activated.

What happens if I do not have an Internet connection or do not activate my product?

The software silently tries to connect to the Internet to activate for the first 7 days after the first launch of your serialized product. If the software has not activated within the first 7 days, you receive a reminder for the next 23 days on every launch that the machine must connect to the Internet and activate the software. As soon as the software detects an Internet connection, it silently activates the product.  

If I don’t have an Internet connection, can I call Customer Support for phone activation?

No. Activation of the product via the Internet is required for Adobe RoboHelp (2017 release). If your system is connected to the Internet and you receive an activation reminder, contact your local Customer Support for assistance. Customer Support, however, cannot activate your software over the phone if you don’t have an Internet connection.

I have an Internet connection, but received a reminder that I still need to activate my product. What do I need to do?

If your system is connected to the Internet and you have received a reminder asking you to activate your product, contact your local Customer Support. The phone numbers for Customer Support are available at www.adobe.com/support/contact.

I work for a company that has a volume license agreement with Adobe. Do I still need to activate?

Yes. All Adobe RoboHelp (2017 release) users need to activate their product. If your company has firewall restrictions that prevent the machines from connecting to the Internet, have your IT Administrator contact your local Customer Support. The phone numbers for Customer Support are available at www.adobe.com/support/contact.

I work for a company that has a license with Adobe and I’ve already activated one of my computers. Do I need to activate the others?

Yes. Every computer that has Adobe RoboHelp (2017 release) installed must activate in order to continue using the software.

I work for a company that has a license with Adobe and our company systems do not connect to the Internet due to firewall restrictions. What do I need to do to make sure the software doesn’t stop working?

If your company has firewall restrictions that prevent the machines from connecting to the Internet, have your IT Administrator contact your local Customer Support. The phone numbers for Customer Support are available at www.adobe.com/support/contact.

Can I choose not to activate Adobe RoboHelp (2017 release)?

Activation of Adobe RoboHelp (2017 release) is required via the Internet to continue use of the product. Activating your product helps protect your computer and your environment by ensuring that you are using a genuine Adobe product. Activating your product has other benefits as well.

Visit product activation page for more information. The machine with Adobe RoboHelp (2017 release) installed must connect to the Internet at least once within 30 days of the first launch of your serialized product or the product stops working. If you work in a company that has a firewall that prevents your system from connecting to the Internet, have your IT Administrator contact Customer Service.

I didn’t know I needed to have an Internet connection when I purchased Adobe RoboHelp (2017 release)? Is there a way to activate without having an Internet connection?

No. Activation of Adobe RoboHelp (2017 release) is required via the Internet. Each machine with Adobe RoboHelp installed must connect to the Internet at least once within 30 days of the first launch of your serialized product to continue use of the product.

I didn’t know I needed to have an Internet connection when I purchased Adobe RoboHelp (2017 release)? What is the return policy?

For details on Adobe return policies in your region, visit http://kb2.adobe.com/cps/153/tn_15327.html.

Are activation and registration the same thing?

No. Activation is a mandatory process that requires the software to connect to Adobe servers via the Internet and associates the products you have bought from Adobe with the computers on which you use those products. Activation helps protect your computers and environments from malicious code by verifying that you have genuine Adobe software. Registration is an optional process that gives you access to a wide range of benefits and options, including access to support, notification of product updates, newsletters, special offers, and invitations to Adobe events.

I have registered my product but am still being asked to activate. What do I need to do?

Registration and activation are completely different. Activation is a mandatory process that requires the software to connect to Adobe servers via the Internet and associates the products you buy from Adobe with the computers on which you use those products. Activation helps protect your computers and environments from malicious code by verifying that you have genuine Adobe software. Registration is an optional process that gives you access to a wide range of benefits and options, including access to support, notification of product updates, newsletters, special offers, and invitations to Adobe events.

I misplaced my product key. How can I get a new product key?

Contact Customer Service from 6am to 5pm, Pacific Time, Monday through Friday, at 800-833-6687, or submit a request online at any time. For faster service when calling, have your invoice number available.

Subscription information and pricing

What is an Adobe technical communication software subscription?

A subscription is a new, more flexible way to get technical communication software. It gives ongoing access to the software for a low monthly fee, as well as access to all upgrades at no additional charge as long as your subscription remains active, provided you commit to taking an annual subscription.

Note:

The subscription plan is available only for a 12 month period. There is no month-on-month subscription plan.

Which Adobe technical communication software is available on a subscription basis?

The following Adobe technical communication software are available by subscription:

  • Adobe FrameMaker (2017 release)
  • Adobe RoboHelp (2017 release)
  • Adobe FrameMaker Publishing Server (2017 release)
  • Adobe FrameMaker XML Author (2015 release)
  • Adobe Technical Communication Suite (2017 release)

Is there any difference between the Adobe technical communication software offered by subscription and that available through the traditional purchasing model?

There is no difference in functionality, and the system requirements are the same. The only difference is that if you cancel a subscription, you can no longer use the software.  

Is subscribing to Adobe technical communication software the best choice for me?

Subscribing is a great option to consider if:

  • You haven’t upgraded your software in years and want to move up to the current version at an affordable monthly cost
  • You have never used Adobe technical communication software and want a way to try it for the first time

Also, the month-to-month plan is a terrific option if you work on a freelance basis, are a small business owner and have only an occasional need for technical communication software, or want to move your staff to technical communication software with a smaller initial financial outlay.

Do I install the subscription software on my computer or is it a cloud-based application that I log in to via the Internet?

Subscription editions are similar to retail versions of Adobe technical communication software in that they are installed locally on your computer. The functionality of a subscription edition is no different from that of the retail product. You do not need to be online to use your Adobe technical communication software subscription. However, you need to be online when you install and license your software and at least once every 30 days thereafter. The software alerts you if you need to make an Internet connection for a license status check.

Where can I purchase Adobe technical communication software subscription editions?

Adobe technical communication software subscriptions are available exclusively through Adobe.com.

I’m currently using a 30-day trial version. Can I convert that to a subscription?

If you are already using a trial version of Adobe FrameMaker (2017 release), Adobe RoboHelp (2017 release), Adobe FrameMaker Publishing Server (2017 release), Adobe FrameMaker XML Author (2015 release), or Technical Communication Suite (2017 release), you can buy a subscription for that product from Adobe.com. Select the Subscription option when you add the product to your online cart. You are given a serial number at the end of your purchase. Just copy and paste the serial number when you launch your trial and follow the onscreen instructions to start using your subscription product.
Note: You can only convert trial versions of the Adobe technical communication software listed earlier. You cannot convert earlier trial versions to a subscription. 

When I purchase a subscription from Adobe.com, do I receive the software in the mail?

No. When you purchase your subscription, you electronically download the software. Your serial number and a link to the electronic download are emailed to you as soon as you purchase the software.  

What does my Adobe technical communication software subscription include?

Your subscription includes access to current and future versions of the Adobe technical communication application as long as your subscription remains active.  

What subscription plans are available?

Adobe technical communication tools are available only via the one-year subscription plan. One-year plans have lower monthly payments and require that you remain a subscriber for at least a year. For more details, please visit the subscription section of the product website. Additional information is also available on this blog post

How much does it cost to subscribe to Adobe FrameMaker (2017 release), Adobe RoboHelp (2017 release), Adobe FrameMaker Publishing Server (2017 release), Adobe FrameMaker XML Author (2015 release), or Technical Communication Suite (2017 release)?

Subscription fees vary by product, plan, and your country of residence. Visit Adobe.com or the online Adobe Store in your respective country for pricing information.

How am I billed for the month-to-month or one-year plan?

Your credit card is billed each month under either plan. See terms and conditions for details.

Are there different payment options for subscription software?

The only way to pay your monthly subscription fee is by credit card.

Is there a price discount if I already own Adobe Captivate or Adobe Presenter and want to subscribe to the latest version?

Yes. There is a special limited period promotional discount on a subscription if you own an Adobe technical communication software application. See terms and conditions for details.

Where can I buy a subscription edition of Adobe FrameMaker (2017 release), Adobe RoboHelp (2017 release), Adobe FrameMaker Publishing Server (2017 release), Adobe FrameMaker XML Author (2015 release), or Technical Communication Suite (2017 release)?

Subscription editions of Adobe technical communication software are available only on Adobe.com.

Can I purchase a volume license for a subscription edition product?

Only individual subscription editions are available, and only on Adobe.com. Licensing customers should consider the Adobe Upgrade Plan

Are Adobe technical communication software subscriptions available for government or education?

No. Only individual retail subscription editions are available, and only on Adobe.com

Which language versions of Adobe technical communication software are available by subscription?

Adobe FrameMaker (2017 release), Adobe RoboHelp (2017 release), Adobe FrameMaker XML Author (2015 release), and Adobe Technical Communication Suite (2017 release) subscriptions are available in English, French, German, and Japanese.

Adobe FrameMaker Publishing Server (2017 release) subscription is available in English only.

How do I purchase and get started with my Adobe technical communication subscription software?

Getting started with a subscription is fast and easy: Go to www.adobe.com and choose your product and plan, and then complete the purchase. Immediately after purchase, check your email for a message from Adobe with your serial number and a link to download your software. After you download the product, double-click the installer and follow the onscreen instructions to install your product and start your subscription.

When does my subscription begin?

Your subscription begins as soon as the order is fulfilled by the Adobe Store.

What if I have problems downloading my software?

Visit the Adobe Store download forum, where you can find information about typical software download issues.

Where can I access my serial number on Adobe.com?

From the Your Purchases pull-down menu on the Adobe Store, choose Your Downloads. A column displays the serial number for your subscription, along with a link to download the product.

What is an Adobe ID and why do I need one to use my subscription edition product?

During the course of your purchase and installation, you are asked to create or enter an Adobe ID. An Adobe ID is simply your email address.

When you install your software, you are required to enter the same Adobe ID that you used to subscribe to:

  • Help ensure that the person who subscribed is the same person who is installing the software
  • Enable Adobe to send you important account information if your subscription is about to expire or cannot be charged

Adobe respects your privacy and sends you information about other Adobe products or services only if you explicitly opt in for such messages.

Ensure that your Adobe ID is your current active email address. If not, update it.

If I subscribe to multiple products, do I need to create multiple Adobe IDs to use them?

No. You can use the same Adobe ID with all your Adobe products, including subscriptions. Each subscription is considered a separate purchase, so you may receive a separate email for each subscription if there is a problem associated with multiple subscriptions on your account.

What are the terms and conditions for an Adobe technical communication software subscription?

See subscription terms and conditions

On how many computers may I install my subscription edition software?

See the product license agreement for the software you want to subscribe to.

What is product activation?

When you buy a software product from Adobe, you are issued a serial number that represents your license to use that software. Activation is the process by which Adobe validates that your software and serial number are genuine and being used as allowed by your product license agreement. It is intended to protect both your rights as a consumer and Adobe’s rights as a software developer. Activation helps confirm that the software you bought is not counterfeit. You cannot use your Adobe subscription edition software if it is not activated.

Is activation required to use a subscription edition product?

Yes. If Adobe cannot activate the product, you are warned when you launch the application. Blocking access to the activation server prevents the product from launching.  

I am a small business owner and want to distribute subscription edition products to my employees. Is there any way to do that?

If you own your own business and need to purchase 10 subscription edition products to get your team up and running, you must download and install all 10 subscription products using the same Adobe ID that was used when you purchased the product. Your Adobe ID and password must be entered on each system on which you install the application.

I started with a month-to month plan and would like to change it to a one-year plan. How do I do that?

Call Adobe Customer Service for assistance in making this change.

Can I return my subscription edition product?

You can return a subscription edition within the first 30 days of purchase and get a full refund. The return process differs for countries and regions. Learn more about returning products in North America or Europe and Asia Pacific. 

My subscription has expired. How do I renew it?

If your subscription expires or is stopped for any reason (for example, due to an expired credit card), you are notified by email, and your software displays an alert that your subscription has ended. If it has been less than six months since the subscription ended, click the Renew button displayed with the alert to enter the information required to restart your subscription.  

If I cancel my subscription, can I still use the software that I have?

No. When you cancel your subscription, you no longer have access to any version of your Adobe technical communication subscription software.

If I want to buy Adobe FrameMaker (2017 release), Adobe RoboHelp (2017 release), Adobe FrameMaker Publishing Server (2017 release), Adobe FrameMaker XML Author (2015 release), or Adobe Technical Communication Suite (2017 release) rather than continue to subscribe to it, do I receive a discount?

There are no discounts offered for moving from a subscription edition to a non-subscription purchase of Adobe technical communication software.

How will I receive updates to my subscription edition product?

You are eligible to receive updates to the subscription edition of Adobe FrameMaker (2017 release), Adobe RoboHelp (2017 release), Adobe FrameMaker Publishing Server (2017 release), Adobe FrameMaker XML Author (2015 release), or Technical Communication Suite (2017 release) as long as your subscription remains active. Adobe notifies you by email as updates become available. The email contains instructions on how to access and install the update. Ongoing bug fixes, security patches, and other update releases that do not require full upgrades are made available through the Updater in the Adobe Application Manager, just as in the regular versions of Adobe technical communication software.  

When will I receive my Adobe technical communication software upgrades?

Notification of applicable upgrades are sent to you as soon as Adobe announces them. Adobe emails you the instructions on how to access and install the upgrade when it is available.  

When an upgrade to my subscription edition product becomes available, am I required to install it?

No. You are not required to install any new version of the subscription software, and you have a great deal of flexibility on when you install an upgrade should you choose to do so. You can continue using your current version of the product for one full year after the subsequent version is released.

Who do I contact if I have problems related to managing my subscription, such as billing, installation, changing plans, or restarting a subscription?

Who do I contact if I have issues with my Adobe technical communication software?

Contact Adobe support for issues with your Adobe software. 

Are service and support included with my subscription?

You get the same service and support with your subscription that you would get under the traditional licensing model for that product.

*Generating apps with PhoneGap Build requires purchasing a PhoneGap license.

~Adobe RoboHelp Server 10 must be purchased separately.

Prices listed are the Adobe direct store prices.Actual price can vary depending on the country and currency of purchase, product language and applicable local taxes.

Adobe Technical Communication Suite (2017 release) includes Adobe FrameMaker (2017 release), which allows users to create content compliant with popular industry standards, such as DITA 1.3 and 1.2, and S1000D.

^This product may integrate with or allow access to certain Adobe or third-party hosted online services (“Online Services”). Online Services are available only to users 13 and older and require agreement to additional terms of use and Adobe’s online privacy policy (www.adobe.com/go/terms). Online Services are not available in all countries or languages, may require user registration, and may be discontinued or modified in whole or in part without notice. Additional fees or subscription charges may apply.

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