Context-sensitive help is breaking with new PP 3.46 skin

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Context-sensitive help is breaking with new PP 3.46 skin

Unread postby Marie-Christine Mahe » Sat Jan 12, 2019 12:58 am

For reasons of chrome compatibility we upgraded Help&Manual to use a Premium Pack 3.46 skin, one of the Responsive WebHelp ones. We tweaked it a bit, but only for color and font.
Only now our context-sensitive help is broken - we are using the same links we used to, we seem to be aiming for the correct place in the HTML, but we get systematically redirected to the index.html. We must be missing something here?

I should specify that the internal links of the project work, and those are using the Topic IDs. But our external links from an app (too numerous to contemplate changing..) are using the 'Help Context' numbers. It seems that when using the old skin a map of contextids is automatically generated (and stored in hmcontextids.js?) but when we're using the new skin that map is not generated. There is probably a premium pack option that we're missing somewhere?

Thanks for any help...
Marie-Christine Mahe
 
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Re: Context-sensitive help is breaking with new PP 3.46 skin

Unread postby Tim Green » Sat Jan 12, 2019 10:44 am

Hi Marie-Christine,

I just double-checked this with the new skins and it is working fine. Just to make sure, the syntax is:

index.html?contextid=xxxxx

Where xxxxxx is the context number/context ID. That hasn't changed. If you continue to have problems please mail a small demo project and the skin you are using to support AT ec-software.com (replace the AT with @) and we will check it out.
Regards,
Tim (EC Software Documentation & User Support)

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Re: Context-sensitive help is breaking with new PP 3.46 skin

Unread postby Marie-Christine Mahe » Tue Jan 15, 2019 7:37 pm

So yes, sadly, it seems that the so-called Premium pack does have skins that are compatible with chrome, but that they omit the option to generate the context IDs that allow us to do context-sensitive help. Are there other skins that would do both? Is there a way to customize a skin to offer that option?

Has anyone else run into this problem, are we the last ones on the planet to use Context IDs? Surely other people have hundreds of links that'd need fixing without them?
Marie-Christine Mahe
 
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Re: Context-sensitive help is breaking with new PP 3.46 skin

Unread postby Marie-Christine Mahe » Wed Jan 16, 2019 1:06 am

So we have a workaround, an ugly one... If we use a Premium Pack 3.46/V2 WebHelp skin, actually a version 2.60 one, we do get a help that's both functional in chrome and generates context IDs so that our context-sensitive help works. It just looks uglier, and doesn't allow us to configure nearly as much of the look (and we won't mention doing that twice..). We'd still much rather have context IDs in 3.46 skins. Any hope?

Also, for those of you on Windows, we had to change our context-sensitive URLs from
Code: Select all
file///D:/<path>
to
Code: Select all
http://127.0.0.1/D:/<path>
to make them work. Luckily, that was in one place and easy, but you should know if you're going to do that.
Marie-Christine Mahe
 
Posts: 9
Joined: Wed Dec 19, 2018 2:39 am

Re: Context-sensitive help is breaking with new PP 3.46 skin

Unread postby Tim Green » Wed Jan 16, 2019 7:28 am

Marie-Christine Mahe wrote:So yes, sadly, it seems that the so-called Premium pack does have skins that are compatible with chrome, but that they omit the option to generate the context IDs that allow us to do context-sensitive help.

This is fully supported and the context IDs are never generated by the skin, they are always generated by Help+Manual. They will be generated automatically if your project contains context IDs. If it doesn't, you can add them globally with the Context tool in the Project tab.
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Tim (EC Software Documentation & User Support)

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Re: Context-sensitive help is breaking with new PP 3.46 skin

Unread postby Tim Green » Wed Jan 16, 2019 7:30 am

Marie-Christine Mahe wrote: We'd still much rather have context IDs in 3.46 skins. Any hope?

I can only repeat that context IDs are fully supported in the V3 skins. If you continue to have problems with them please mail a small demo project and the skin you are using to support AT ec-software.com (replace the AT with @) and we will check it for you.

Please see the documentation of this here:

http://www.it-authoring.com/info/pp3hel ... nking.html
Regards,
Tim (EC Software Documentation & User Support)

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Re: Context-sensitive help is breaking with new PP 3.46 skin

Unread postby Marie-Christine Mahe » Wed Jan 16, 2019 6:48 pm

Yeah, thank you, I've read the documentation forwards, backwards and sideways. It does imply that you can generally use links to context ID numbers, but nowhere does it state explicitly that you can do that by default in PP 3.46, it only talks about using that build option, which in turn can only be set if the skin allows it.

And I'm quite aware that it's not the skin but the publish process that actually generates the context ID map. I'm happy that you've decided to make that option a default (since it seems it'd be useful for so many people). But in that case why isn't it being generated when we use a PP 3.46 skin with the latest version of your software? Because it is generated correctly when we use the exact same software with a 2.60 skin with the exact same project, a skin which allows us to explicitly turn the context IDs build option on. Are you quite certain that your default for 3.46 is 'on'? Have you tested that in house recently?

As to writing support, I sent our skin, on Friday, and not a peep back. So I'm not convinced there either.. Do you read that email? Have you tested writing to it lately?
Marie-Christine Mahe
 
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Re: Context-sensitive help is breaking with new PP 3.46 skin

Unread postby Tim Green » Thu Jan 17, 2019 9:10 am

Hi Marie,

I'm afraid we didn't receive your mail, which is a rare occurrence and it's annoying that it happened in this particular case. Starting around Friday our hosting provider had some major failures on their mail servers and it's possible that some mails really didn't make it through at all. As far as we can see this has now been overcome; everything seems to be working OK again. So please, please do re-send your demo project and skin so that we can test them for you.

It does imply that you can generally use links to context ID numbers, but nowhere does it state explicitly that you can do that by default in PP 3.46, it only talks about using that build option, which in turn can only be set if the skin allows it.

That's really not the case in the topic I linked to above. There is no reference to build options there, because there isn't one for the V3 skins. It should work out of the box, provided the project contains context numbers and the URLs to them use the correct syntax. When you first reported this I tested it right away with V3 skins from version 3.46 and it is working fine in those tests. So I really need to see your project and skin to be able to work out what is not working for you.
Regards,
Tim (EC Software Documentation & User Support)

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Re: Context-sensitive help is breaking with new PP 3.46 skin

Unread postby Tim Green » Thu Jan 17, 2019 10:23 am

Hi Marie,

Update: We just received your follow-up mail with a reference to the mail that was eaten by the server outage. Now I'm pretty sure I understand what the problem is. There are two basic issues here:

First, in your search in the help you ended up in a topic referring to the V2 skins, not the V3 skins that you are using. Those show the option for turning context number support on and off, which doesn't exist in the V3 skins, where it is always on.

In addition to that, reading between the lines in your mails and postings I'm guessing that you may be accessing your WebHelp without a web server, i.e. by just opening the files directly on your local computer with the browser. If this is the case, you need to use a slightly different syntax for linking to context IDs. This is unavoidable, unfortunately, because you no longer have the web server there to help with the interpretation of the URL. Then your links need to look like this:

Calling syntax:
index.html#contextid=xxxxx


Where xxxxxx is the context number/context ID. This works both for normal topic context IDs and context IDs attached to anchors.

Example:
file:///E:/test_folder/index.html#contextid=60672


The only difference is the # character after the index.html instead of the ? character.
Regards,
Tim (EC Software Documentation & User Support)

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Re: Context-sensitive help is breaking with new PP 3.46 skin

Unread postby Marie-Christine Mahe » Fri Jan 18, 2019 3:24 am

Sorry Tim, your mail is not fixed..

Delivery has failed to these recipients or groups:
support@ec-software.com (support@ec-software.com)
A problem occurred during the delivery of this message to this e-mail address. Try sending this message again. If the problem continues, please contact your helpdesk.
The following organization rejected your message: mx63.antispamcloud.com.
Marie-Christine Mahe
 
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Re: Context-sensitive help is breaking with new PP 3.46 skin

Unread postby Tim Green » Fri Jan 18, 2019 9:35 am

Hi Marie,

Marie-Christine Mahe wrote:Sorry Tim, your mail is not fixed..

Hmm, that's odd because normal support mail is coming through. Also, we're not familiar with that anti-spam service; they appear to be based in the Netherlands. We're going to have to check with our hoster to see whether they are using them or something else is going on.

Please try sending the same mail without an attachment. Instead, put the attachment on your cloud drive (OneDrive, Dropbox or whatever you are using there) and include a link to it in the mail. Mail servers are increasingly looking inside zip files like .hmxz and .hmskin and they will be blocked if they contain things like JavaScript files, which skins do.
Regards,
Tim (EC Software Documentation & User Support)

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