* Help not working

[Chrisv]

Clicking on any Help buttons in the program does not work, which makes learning a bit more challenging.

[tatewise]

Are you saying none of the Help buttons in FH are working?
What happens when you click them?
What happens if you use the F1 keyboard function key?
Does the main menubar Help > Family Historian Help command work?
What version of Windows are you running?

As a workaround use https://www.family-historian.co.uk/help ... orian.html

[Chrisv]

Thanks for your Reply!

As for the Help not working, it happens regardless of whether I click the Help or press F1, and every item in the main menubar Help command works except the Family Historian Help, the Help with Current View and the Search Help. For each of them, a window opens in the taskbar saying, "Family Historian Help", but the page will not open and shows a black screen in the small taskbar view window when hovering over the taskbar tab. Interestingly, the same happens for some, but not all other standalone programs! I'm running Windows 10.
I have been using the online help, but it's more difficult having to hunt for the correct article and wondering if I am simply inept when I can't find it, or...

If you have any suggestions, it would sure be nice to have the correct help article when you need it!
Thanks for your assistance.

[tatewise]

Since the problem affects a number of installed applications, it seems like an issue with Windows 10 itself rather than FH.

Have you tried a Windows system Restart?
i.e. Sign out and choose the Power Restart option, NOT the Shut down or Hibernate or Sleep options.
Restart performs a more rigorous reboot bypassing the Windows 10 Fast Start feature that can retain 'glitches'.

Is your Windows 10 the latest feature released Version 21H2?
See Start > Settings > System > About under Windows specifications.
If not the latest, then try Windows Update to get that version installed.

Have you tried running any troubleshooter?
See Start > Settings > Update & Security > Troubleshooter ~ are any recommended?

Have you tried the System File Checker tool to fix missing files?
Perform a Google search for Windows 10 SFC and follow the advice.

Other users may have alternative solutions, but one option is a Recovery Reset of the PC.
See Start > Settings > Update & Security > Recovery under Reset this PC.
Choose the option to keep your personal files.
However, applications will probably need to be re-installed, so make sure you have all the necessary installation media and licence keys.

[NickWalker]

Something that is at least worth trying is navigating to the help file - I'm not at home so can't check this but I expect it is somewhere in c:\program files (x86)\family historian and will be described as a 'Compiled HTML Help file' [See next post from Tatewise for details]. Right-click on the file and choose Properties and see if it says it is Blocked - if so, unblock it. If you double-click on the help file does it open?

[tatewise]

The file path is C:\Program Files (x86)\Family Historian\Program\fh.chm and also fh_plugins.chm Compiled HTML Help file.

If that fixes the problem then the other applications with the same problem may need the same fix.

[mjashby]

As this is apparently happening with multiple programs, not just FH, one quick check that might be worthwhile is to verify that the default Windows setting for opening .chm files is still correctly registered. See below

Windows 10/11 Default setting for reading .chm files

CHM - Default App Setting.jpg (74.66 KiB) Viewed 2520 times

Mervyn

[Chrisv]

Per your recommendation, I checked the file path and it looks good (see below) and I also checked Mervyn's suggestion of the default application, and Microsoft HTML was selected.
The help files for the following programs work fine:
All Microsoft programs, Ancestral Sources, MyHeritage FTB, NCH WavePad, Sound Organizer, Ancestral Quest, Audacity, PhotoDirector365, Adobe, Autocad 2002.
The help files for these programs have the same problem where they attempt to open the help file, but it just sits in the taskbar with a black screen showing in the small taskbar view window when hovering over the taskbar tab:
FamilyHistorian, Legacy and RootsMagic7 - However, RootsMagic8 will open their WIKI page with no problem.

Thanks for the help!

[neil40]

Did you check to see if the file is blocked as per Nick Walker’s suggestion?

[Chrisv]

I didn't notice Nick's suggestion earlier of double clicking on the files and also checking if they are blocked. The fh file does the same weird thing, where it opens the tab when double clicked, but won't completely open the file, however, the fh_plugins file opens the file up completely and properly. I went through each and every tab and checkbox comparing the properties of each file and they are identical, except for the size. The fh.chm is 6.9 MB and the fh_plugins.chm is 474 KB. Otherwise, they are identical. Also, there is nothing that says either one may be blocked. Seems to me that if they are the same, they should act the same. but I guess that is why I am not a computer guru type of person.
I hope this gives someone a clue!

[mjashby]

@Chrisv,

Another 'blocking' possibility is some third party, so-called, security product such as a continually active anti-virus/malware scanner, which can randomly block access to perfectly safe files for no clear reason, other than failing to recognise the source/purpose of the file or believing that the file may have been altered. Do you have any such software installed, or do you rely on Microsoft's own built-in security software, which is effective and doesn't normally cause problems with correctly installed applications? The 'black box' you mentioned appearing in the Task Bar when attempting to bring up one of the affected help files suggests that something at system level may be attempting to call up a Windows Terminal/Command Window to provide a 'warning/advisory' message, but is presumably failing.

Mervyn

[NickWalker]

I wondered if there was something embedded into the FH help file that the computer doesn't like - help files use html and I believe they can use embedded elements like videos, etc. I'd suggest contacting Calico Pie support about this and explain that all the other help files open as expected and maybe refer them to this thread so that CP can see the things that have been tried and suggested.

[tatewise]

@Chrisv, did you see my earlier suggestion to try a Windows system Restart and other possible fixes?

The anti-virus package interference is also a strong possibility, so try temporarily disabling it or excluding FH.

It is also not clear whether you have tried simply re-installing FH V7.
Download it from https://www.family-historian.co.uk/install7 again.
Then right-click that downloaded installation .exe file and choose Run as administrator even if you are signed to an Administrator account.

[Chrisv]

I did reinstall FH earlier, but it did not fix the problem. I just uninstalled it again so I could reinstall it as an administrator, but I can't figure out how to do this, so I just reinstalled it again normally.

I attempted to update my computer windows and it says I am not up to date, but it will not let me. I selected the Check for Updates button, but it just thinks about it for a moment and brings me back to the same place where it states "The Windows 10 May 2020 Update is on its way. Once it is ready...". - I have windows version 1909 OS Build 18363.1556 (see below).

I ran the troubleshooter for Search and Indexing, and also the System File Checker as an Admin. (See below). It produced a very long Notepad file that was very complex and very Greek to me. I can post it if needed.

The only virus type software I use is called Malwarebytes, but I'm pretty sure it is only for online protection, but I uninstalled it and also disabled Windows Defender. Neither one helped.

I did not do the Recovery Reset of the PC as of yet because that would be a massive job trying to reinstall close to a 75 programs. Also, I am not comfortable taking on such a technical undertaking?!?

What makes no sense to me is that both the .chm were identical in the properties box, so why will one open when double-clicked, but the other won't?

Did I miss anything? Thanks again everyone!

[tatewise]

Chris, have you performed a PC Restart yet? Not a Shut down or Hibernate, but a Restart.

Did you uninstall/disable the anti-virus packages before you re-installed FH? Please try that.

The installation file you downloaded should be install_fh7.0.11.0.exe
To install it, I assume you simply left-double-clicked that file.
Instead, right-click that file, i.e. click the mouse righthand button while hovering the cursor over the filename.
That will popup a context menu with Open at the top and Run as administrator below with lots of other options.
Choose the Run as administrator option.

Your version of Windows is seriously out-of-date and all support ended on May 11, 2021 so is a security risk.
See https://docs.microsoft.com/en-us/lifecy ... -servicing
I cannot say why the update to version 2004 has not happened but even support for that ended on Dec 14, 2021.
The current latest Win 10 Update is version 21H2 released last Nov, 2021.
There is a way to force the installation of that latest version but it may not be suitable for your PC.
Do you have a local PC maintenance & repair shop that could help? The cost should be minimal.

The reason the two .chm files are handled differently is that they are different.
They have different content and so behave differently, displaying different Help text.
It is that difference that seems to upset something.

[Chrisv]

I did another hard shutdown/restart and then uninstalled FH again and restarted it as an administrator. The Help file still won't work properly. I searched Microsoft and went to their Get the Windows 10 May 2020 Update, and it seems all roads lead back to going through the computer's Windows Update window. It says "If version 21H1 isn't offered automatically through Check for Updates, you can get it manually through the Windows Update Assistant." When you click on the link, it takes you to a page saying to go through your Settings on your computer because "we need more time to make sure this update is compatible with your device."

I guess I need to be more patient!?!
As far as getting the Help to work - I guess I may need to do as suggested, and perform a complete Windows re-installation procedure. The good news is that I'm getting pretty darn good at using the Search feature to find things in the online Help pages!
Thanks for the help! I appreciate it.

[tatewise]

What exactly do you mean by "hard shutdown/restart"? Shutdown and Restart are very different in this context.
It is a Restart that is important.

Did you disable your anti-virus before installing a new download of FH V7 using Run as administrator option?

The https://www.microsoft.com/en-gb/softwar ... /windows10 provides the latest Windows 10 November 2021 Update but your PC may not be capable of running that, which is why I suggest you consult an expert.

[Chrisv]

Sorry about my terminology. What I meant by "hard shutdown/restart" was that instead of selecting Restart on my computer, I selected Shutdown and then I started it back up it. I was told once that doing this was better because it cleared more "stuff" from the computer, although, now that I think about it, the person telling me this only thought he was a computer IT person.
I did disable my anti-virus before installing the new download and then starting it as an Administrator. I don't think you provided the Windows 10 installation link before?? At least I did not see it, and can't find it now - But Thank You!! I am now in the process of installing the latest and greatest v.21H2. This is great! I'll let you know if it helped the Help issue after it completes the update (Microsoft says I can keep working while the update takes place, but that my computer will restart 30 minutes after it is complete).
Thanks!

[ADC65]

Good luck with the install. Your friend was wrong, and Mike is right - Restart clears everything down, not Shutdown, even though this seems unintuitive. It is possible to change the Windows settings for this, but I wouldn't recommend that at the moment!

[tatewise]

Yes Chris, your friend is WRONG. I will repeat here what I've said before.

Mon 28th Mar 2022 13:08:
Have you tried a Windows system Restart?
i.e. Sign out and choose the Power Restart option, NOT the Shut down or Hibernate or Sleep options.
Restart performs a more rigorous reboot bypassing the Windows 10 Fast Start feature that can retain 'glitches'.

Wed 30th Mar 2022 10:58:
Simply re-installing FH V7.
Download it from https://www.family-historian.co.uk/install7 again.
Then right-click that downloaded installation .exe file and choose Run as administrator even if you are signed to an Administrator account.
That right-click Run as administrator option is absolutely crucial to fix a misbehaving install.

[neil40]

Fully endorse Mike's (tatewise) latest response. Here's the difference:

Shutdown: In older versions of Windows, Restart and Shut Down did the same thing, closing down programs and powering off the machine. But this is changed since windows 8 and 10, with the new feature named Fast Startup, which is designed to eliminate what used to be that irritatingly long process of getting your PC up and running.
By default, Windows 10 enables the Fast Startup option when a user clicks Shut Down, and it allows Windows 10 to start up faster the next time a user starts Windows.

Restart: will shut down all of the computer's processes, including the kernel and as a result, users will get a totally clean start when the computer boots up again, though it takes longer to get everything running.

Restart should be used when installing updates/software and to resolve any errors. If the computer has frozen or is giving off some other error, you should use Restart rather than Shut Down, even though it may seem to you that Shut Down would be a more complete option.

[Jane]

BTW Holding down the Shift Key when clicking on the Shutdown option should force a full shut down.

[davidf]

By default, Windows 10 enables the Fast Startup option when a user clicks Shut Down, and it allows Windows 10 to start up faster the next time a user starts Windows.

Restart: will shut down all of the computer's processes, including the kernel and as a result, users will get a totally clean start when the computer boots up again, though it takes longer to get everything running.

This also ensures that Windows gives up its vice-like grip on various partitions on your hard-drive - which is kind of important if you are dual booting between Windows and ANO OS. Took me a while to realise when I could not access my "data drive".

[Chrisv]

Not only did I totally mess up the process of Restart (I apologise Mike, for not precisely following your advise) , but I also spoke too soon about Windows 10 update getting installed on my computer soon!
It appears my computer has not been updating properly over the last 9 months (see below). The install appeared to be going fine until it reached step 3 when the dialog box just disappeared. I figured it was doing it's thing in the background until the next morning when it simply stated that "Install failed". After restarting the computer (the correct way), I tried again and it said the same thing. That was when I found the attached install history information. It may be time to take it to the shop as Mike suggested.
I also uninstalled FH, and my virus protection was still uninstalled, did a system Restart and re-installed FH as an Administrator. The Help was still a no-show.
Thanks everyone for you patience and for explaining how/why things are as they are - And Mike, I really appreciate your assistance!

[tatewise]

OK, we await to see what the shop can do.