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Cannot start "Help"


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#1 dgmock

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Posted 04 January 2012 - 10:51 AM

I'm using TMG v8 and can't get the "Help" routine to start -- either from the menu bar drop down or by pressing F1. The TMG.chm file is, however, located in the TMG v8 program files folder, and I am able to start it by clicking directly on the file itself. I think "Help" worked OK right after the v8 instll, but now it doesn't. Any ideas?

#2 Jim Byram

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Posted 04 January 2012 - 12:57 PM

With TMG not running, delete the shared program data folder. Delete the folder, not just the contents.


Windows 7 and Windows Vista
C:ProgramDataThe Master Genealogist v8
or

Windows XP and Windows 2000
C:Documents and SettingsAll UsersApplication DataThe Master Genealogist v8


The folder will be re-created the next time that TMG8 is run.

After that, test help.



#3 dgmock

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Posted 04 January 2012 - 06:03 PM

Jim - -

I did as you suggested (deleted the C:ProgramData"The Master Genealogist v8" folder in its entirety), and then restarted TMG. The shared data folder was recreated as expected, but I am still not able to start the "Help" routine from within TMG.

But thanks for your quick response . . .

Dan

#4 Jim Byram

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Posted 04 January 2012 - 06:57 PM

Is TMG.chm located in the shared program data folder?

You can open the folder like this to check...
Help / Access Folders / select 'Shared program data folder' and click [Open].

#5 dgmock

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Posted 05 January 2012 - 06:35 AM

Jim - -

Yes, the TMG.chm help file is located in the shared program data folder.

Dan.

#6 Jim Byram

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Posted 05 January 2012 - 08:43 AM

I have no ideas. The program makes a system call to the operating system and the operating system opens the help file as specified. I'll talk to the programmer responsible for ideas.

#7 Vera Nagel

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Posted 05 January 2012 - 12:15 PM

Dan,

when you click on (Windows) Start > All Programs > The Master Genealogist v8 > The Master Genealogist help
does that work?

%%%%%%%%%%%%%%%%%%%%%%%%

Please go to (Windows) Start > Computer > OS (C:)
In the next window at the upper right is a box which shows "Search OS (C:)" - please enter into this field: tmg.chm and patiently wait until this search is completed.

In case all is correct you should see only the following two locations containing the tmg.chm file for TMGv8:

tmg.chm in: C:Program FilesThe Master Genealogist v8
AND
tmg.chm in: C:ProgramDataThe Master Genealogist v8

In case you find it in other locations as well, please tell us the exact paths of these.
Thanks, Vera

Moderator of the German TMG User Group

#8 dgmock

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Posted 05 January 2012 - 01:03 PM

Vera - -

Help starts correctly when I click "The Master Genealogist help" in the Programs drop-down.

I searched for occurences of TMG.chm and found this file only in the two folders you listed in your note (there are also a couple of shortcuts to TMG.chm, but these are targetted to C:Program FIlesThe Master Genealogist v8TMG.chm).

I have also done a "repair" reinstall of v8 and the problem persists.

This is not an earth-shattering problem, since I can always start help outside of TMG. But figuring this out now may help someone else downstream.

Thanks, Dan.

#9 Alan Budden

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Posted 06 January 2012 - 05:24 AM

I have precisely the same experience with the help function. I even did the repair install. The results are exactly as reported by Dan.

Alan

#10 Vera Nagel

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Posted 06 January 2012 - 05:32 AM

I have precisely the same experience with the help function. I even did the repair install. The results are exactly as reported by Dan.

Alan


Sorry for the inconvenience, Alan.

Which Operating System do you use?
Was TMG Version 7 ever installed on the machine on which you now run version 8?
Thanks, Vera

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#11 Jim Byram

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Posted 06 January 2012 - 07:35 AM

Try deleting this file and see if it fixes help not working..

WinVista/Win7
C:UsersusernameAppDataRoamingMicrosoftHTML Helphh.dat

WinXP
C:Documents and SettingsusernameApplication DataMicrosoftHTML Helphh.dat

(Deleting the hh.dat file doesn't hurt anything. The operating system regenerates it. I found this as the solution for html help not working in a number of different applications and have no idea if it will work for TMG.)

#12 Alan Budden

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Posted 06 January 2012 - 07:48 AM


I have precisely the same experience with the help function. I even did the repair install. The results are exactly as reported by Dan.

Alan


Sorry for the inconvenience, Alan.

Which Operating System do you use?
Was TMG Version 7 ever installed on the machine on which you now run version 8?


Yes. I installed v8 then uninstalled v7. The help was not working so I did the repair-install, to no avail. Since then I have moved all the files to my prefered locations using File > Preferences. Everything works (as far as I can see) except for the Help.

Alan

#13 Alan Budden

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Posted 06 January 2012 - 07:49 AM



I have precisely the same experience with the help function. I even did the repair install. The results are exactly as reported by Dan.

Alan


Sorry for the inconvenience, Alan.

Which Operating System do you use?
Was TMG Version 7 ever installed on the machine on which you now run version 8?


Yes. I installed v8 then uninstalled v7. The help was not working so I did the repair-install, to no avail. Since then I have moved all the files to my prefered locations using File > Preferences. Everything works (as far as I can see) except for the Help.

Alan


Windows 7

#14 Alan Budden

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Posted 06 January 2012 - 07:56 AM

Try deleting this file and see if it fixes help not working..

WinVista/Win7
C:UsersusernameAppDataRoamingMicrosoftHTML Helphh.dat

WinXP
C:Documents and SettingsusernameApplication DataMicrosoftHTML Helphh.dat

(Deleting the hh.dat file doesn't hurt anything. The operating system regenerates it. I found this as the solution for html help not working in a number of different applications and have no idea if it will work for TMG.)


It didn't work this time, I afraid.

#15 Vera Nagel

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Posted 06 January 2012 - 08:41 AM

Thanks for your patience and your replies, Alan and of course Dan.

This additional question goes to both of you:

Are you using the US Version of TMG v8 or the UK Version of it?
Thanks, Vera

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#16 dgmock

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Posted 06 January 2012 - 10:31 AM

Vera and Jim - -

1. Per Jim's suggestion, I deleted the hh.dat file, but that did not fix the problem for me, either.

2. Yes, also like Alan, I had TMG v7 previously installed on this PC. I uninstalled it once I was satisfied that v8 was working correctly. BTW, during the uninstall, I was asked to OK the deletion of some shared files that appeared to no longer be used by any programs, and I clicked "OK" for all. A number of .dll files were then removed. I assume that the "repair" install would have replaced any of these that were needed by TMG v8.

3. I am using the US version of TMG v8. The PC is running Vista Home Basic.

Regards, Dan.

#17 Jim Byram

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Posted 06 January 2012 - 01:46 PM

The obvious thing to try is to uninstall and reinstall. This won't affect your data files as long as you reinstall to the same program folder.

#18 Vera Nagel

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Posted 07 January 2012 - 01:43 AM

The obvious thing to try is to uninstall and reinstall. This won't affect your data files as long as you reinstall to the same program folder.


Just to add to Jim's suggestion regarding unstill and reinstall.

- Close all other applications.
- Turn off your virus scanner.
- Then uninstall TMGv8.
- Re-boot your computer.
- Check whether your virus scanner is still turned off - if not, temporarily turn it off again.
- Install TMGv8 to right the same program folder you used previously.
- Re-boot your computer.
- If necessary turn your virus scanner on.
- Start TMGv8 and immediately check whether HELP is functional from within TMGv8.
Thanks, Vera

Moderator of the German TMG User Group

#19 Alan Budden

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Posted 07 January 2012 - 03:30 AM

Vera and Jim - -

1. Per Jim's suggestion, I deleted the hh.dat file, but that did not fix the problem for me, either.

2. Yes, also like Alan, I had TMG v7 previously installed on this PC. I uninstalled it once I was satisfied that v8 was working correctly. BTW, during the uninstall, I was asked to OK the deletion of some shared files that appeared to no longer be used by any programs, and I clicked "OK" for all. A number of .dll files were then removed. I assume that the "repair" install would have replaced any of these that were needed by TMG v8.

3. I am using the US version of TMG v8. The PC is running Vista Home Basic.

Regards, Dan.


And I'm using the UK version

Alan

#20 Alan Budden

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Posted 07 January 2012 - 04:27 AM


The obvious thing to try is to uninstall and reinstall. This won't affect your data files as long as you reinstall to the same program folder.


Just to add to Jim's suggestion regarding unstill and reinstall.

- Close all other applications.
- Turn off your virus scanner.
- Then uninstall TMGv8.
- Re-boot your computer.
- Check whether your virus scanner is still turned off - if not, temporarily turn it off again.
- Install TMGv8 to right the same program folder you used previously.
- Re-boot your computer.
- If necessary turn your virus scanner on.
- Start TMGv8 and immediately check whether HELP is functional from within TMGv8.


FIXED!!

I did just as Vera said but before reinstalling I checked Program Files and ProgramData - there were TMG7 and TMG remnants there. So I deleted them and ran CCleaner on the registry - no obvious problems. I installed TMG8 and, hey presto, the Help function works.

Thanks all

Alan




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