TechNote

Troubleshoot system errors and freezes (RoboHelp 8 on Windows XP)

What's covered

Beginning troubleshooting
Intermediate troubleshooting
Advanced troubleshooting

This document can help you to resolve system errors that occur while you use Adobe RoboHelp 8 on Windows XP. System errors can manifest in many different ways, including (but not limited to) the following:

A blank or flickering dialog box
A frozen cursor or screen
A blue screen
An unexpected restart
A program error such as one of the following:
"This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor."
"General Protection Fault in module [filename]."
"Invalid Page Fault in module [filename]."
"Application Error."
"Unhandled exception detected. Application will be terminated."
"Illegal Instruction."
"Segment load failure in [filename]."
"Application has encountered a problem and needs to close."
"Fatal System Error."
A STOP error

Many different factors can cause system errors, including conflicts among device drivers, applications, operating system settings, hardware, and corrupt elements in specific files. Although a system error may occur only when you work with the RoboHelp 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 benefit most from this document, perform the tasks in order. Keep track of the tasks that you perform and the results of each, including errors and other problems. Adobe Technical Support can use this information to better assist you if 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.

Beginning troubleshooting

The tasks in this section can help you resolve the most common system errors. Before performing any of these tasks, back up all personal files (for example, RoboHelp files you created). Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

Note: Some of these procedures require you to locate hidden files and hidden folders. Some procedures require you to locate files by their full file names, which include extensions (for example, filename.ini). By default, Windows Explorer doesn't show hidden files, hidden folders, and file name extensions that it recognizes.

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

See "Show hidden files, hidden folders, and all file name extensions in Windows Explorer" (TechNote kb404856) for details.

1. Search our online knowledgebase.

Some errors or failures may already be known by Adobe. Try searching our online knowledgebase for the exact error or issue you are exhibiting.

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

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

1GHz or faster processor
Microsoft Windows XP with Service Pack 2 (Service Pack 3 recommended) or Windows Vista with Service Pack 1 (certified for 32-bit editions)
512MB of RAM (1GB recommended)
850MB of available hard-disk space for installation; additional free space required during installation (cannot install on flash based storage devices)
1,024x768 display (1,280x800 recommended) with 16-bit video card
DVD-ROM drive

3. Install the latest version of RoboHelp.

The latest version of RoboHelp may be more compatible with the operating system and drivers. Before you install an update or upgrade, make sure that the system meets the requirements.

Updates are available from the Adobe website at www.adobe.com/support/downloads. An upgrade, however, may solve a wider range of problems. (You may prefer to try the tasks in the rest of this document before upgrading.) You can purchase upgrades from Adobe Authorized Resellers and from Adobe directly:

To locate an Authorized Reseller, visit the Adobe website at http://partners.adobe.com/resellerfinder/na/findreseller.jsp and choose your country or region from the menu at the top of the page, or contact Customer Service. For contact information, visit the Adobe website at http://www.adobe.com/, select your region in the top right corner of the page, and then click Contact.
To purchase an upgrade from Adobe, visit the Adobe Store at http://store.adobe.com/store and choose your country or region from the menu at the top of the page, or contact Customer Service. For contact information, visit the Adobe website at http://www.adobe.com/, select your region in the top right corner of the page, and then click Contact.

4. Install current Windows service packs and other updates.

See "Install current Windows service packs and other updates" (TechNote kb404859) for details.

5. Run RoboHelp in a diagnostic mode.

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

6. Install RoboHelp from the desktop.

Some system components--for example, device drivers and virus protection utilities--can conflict with the RoboHelp installer and result in an incomplete or failed installation. To prevent these conflicts, install RoboHelp from the desktop.

Insert the RoboHelp 8 disk. If AutoPlay starts, click Quit to exit AutoPlay. (You may need to advance to the next screen to access the Quit button).
Double-click the My Computer icon.
Right-click the DVD drive and choose Explore. (Don't double-click the drive or AutoPlay will start).
Copy the Adobe RoboHelp 8 folder from the disc to the desktop.
Open the Adobe RoboHelp 8 folder on the desktop.
Double-click the Setup.exe file, and follow the on-screen instructions.

Intermediate troubleshooting

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

7. Reinstall RoboHelp in a simplified mode.

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.

Note: Starting in a simplified mode may very depending on the BIOS of your system.

To start Windows XP in a simplified mode:

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

8. Run RoboHelp 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.

9. Update the video card driver.

Many video card manufacturers frequently update their software drivers. If you haven't recently updated the video card driver, then contact the video card manufacturer for an updated driver, or download one from the manufacturer's website. (To determine the manufacturer of a video card, view the card's properties in Device Manager.) You can often determine if the video driver is outdated by changing the color depth and resolution of the video card or by disabling graphics hardware acceleration. You can often determine if the video driver is outdated by changing the color-depth and resolution of the video card or by disabling graphics hardware acceleration.

To change the color-depth and resolution:

See "Change color depth and resolution" (TechNote kb404862) for details.

To disable graphics hardware acceleration:

See "Disable graphics hardware acceleration" (TechNote kb404863) for details.

10. Verify that other device drivers are compatible with Windows XP.

If updating the video card driver doesn't resolve the problem, then verify that all other device drivers are compatible with Windows XP. Device drivers are software files that allow Windows to communicate with devices such as scanners, mouse devices, and keyboards. Contact the device manufacturer to make sure that you are using the latest driver for it.

To check for device driver problems:

See "Verify that device drivers are compatible with Windows XP" (TechNote kb404864) for details.

11. 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.

12. Set the virtual memory paging file to the default size.

See "Set the virtual memory paging file to the default size" (TechNote kb404877) for details.

13. Repair and defragment hard disks.

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

14. 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.

15. Identify the file that causes the problem.

If an error indicates which file causes the problem, then reinstall the application to which that file belongs. If that file is damaged and causes problems in RoboHelp, then reinstalling the associated application can correct the problem.

If an error indicates a Windows file, then contact Microsoft for help replacing that file.

Advanced troubleshooting

If the tasks in the previous section don't resolve the problem, then you may be able to resolve the problem by reinstalling Windows XP and RoboHelp, reformatting your hard disk and reinstalling Windows XP and RoboHelp, or by determining if hardware is conflicting with RoboHelp.

Disclaimer: Adobe doesn't support hardware and provides these tasks as a courtesy only. For further assistance, contact the hardware manufacturer or an authorized reseller. If you troubleshoot hardware problems yourself, then you may void the warranty for your computer.

Note: Before you remove or rearrange hardware, turn off and disconnect the power to the computer and any peripheral devices.

16. Contact Adobe Technical Support.

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