Sometimes topic content doesn't appear

[tomjohnson1492]

This is kind of a strange issue, but with the webhelp output, sometimes the content of a topic doesn't appear when I go to the topic. Or it briefly appears and then disappears. I have to drag the horizontal slider (what separates the TOC pane from the main content pane) a little bit left or right to make the content appear. Why is this happening? I thought it might have been due to some CSS tweak I made, but the same thing happens when I use the default skin.

[sorin_ristache]

This is kind of a strange issue, but with the webhelp output, sometimes the content of a topic doesn't appear when I go to the topic.

Do you mean the right side panel is blank when you click on the topic title in the TOC panel? If yes, please tell us what Oxygen version you use because such a problem was fixed in a previous version of Oxygen. If not, please give us more details.

Or it briefly appears and then disappears. I have to drag the horizontal slider (what separates the TOC pane from the main content pane) a little bit left or right to make the content appear.

Please can you send two screen captures with the "before" and "after" cases of dragging the slider?

[tomjohnson1492]

I have version 16.1. Yes, the content on the right pane (where all the help content appears) is sometimes blank. it's erratic and somewhat hard to reproduce consistently. I use Chrome almost exclusively.

[sorin_ristache]

Please send us a small sample DITA map and all included topics because we don't get this problem with the sample DITA maps that come in the Oxygen kit (in the samples/sample.xpr Oxygen project, in the dita folder).

What build number of Oxygen 16.1 do you use? It's available in the Help -> About dialog box.

[tomjohnson1492]

<oXygen/> XML Author 16.1, build 2014100319

i'll send you the project and see if you can reproduce it.

[tomjohnson1492]

just uploaded it via your form. Thanks for taking a look at it.

[sorin_ristache]

Sorry, I can't reproduce it. All the topics are opened correctly in the right side panel when their title is clicked on in the TOC left side panel, all the links in the right side panel work correctly to open the linked page when clicked on.

If you use the internal frames version of the WebHelp pages (the index.html file) in Chrome, I suggest to either deploy the Webhelp pages on an HTTP server first (like APache or XAMPP) and loading index.html from an HTTP server (http://localhost/... or http://idratherbewriting.com/...), or use the frameset version of the WebHelp pages (index_frames.html) as local files (file:///...). This is what the initial warning dialog says when you load the index.html version in Chrome as local file (file://...). This is necessary to avoid Chrome JavaScruipt restrictions, and may also fix the blank page problem.

[tomjohnson1492]

I'm glad it's not happening for you. Here's what I think is going on. I'm on a Mac with Chrome. I test set up all my build outputs directly to the built-in webserver directory for the Mac. So I view the content locally, which probably gets cached. Chrome dislikes Javascript on my local machine, even though it's localhost. Maybe when I switch to viewing my help content on a real web address (not localhost), the cached version with security conflicts gets in the way? At any rate, I'll try checking it out from Firefox more often to confirm the issues.

[sorin_ristache]

I don't understand yet why I can't reproduce the problem, because I tested by loading the WebHelp pages in both Chrome and Firefox from a web server running on the local machine (like http://localhost/webhelp-test/...).

Did you try to discard the cached content with a forced refresh (Ctrl+F5 or Ctrl+Shift+R)?

I'd like to figure out a way of reproducing this first, in order to be able to give you a solution.

[mjennings26]

Hello,
Just wondering if this issue has been resolved. We are seeing the same behavior in FF and Chrome. We can’t reproduce it willingly, but customers have also seen this behavior on our production server. We use the Oxygen Webhelp Plugin in v. 15.2 with DITA OT 1.7.5 (with ant via Jenkins).
Thanks!
Melanie

[sorin_ristache]

We still can't reproduce it. Do you or your customers get this problem please send us some sample DITA XML files for reproducing it.

[yzee]

Here is some more information about this problem:

When we encounter this problem, it looks like the main content frame has "noScript.html" loaded instead of the actual content.

If we open a bunch of incognito browser windows, we can see some instances of it working and some instances of it failing... Sometimes it fails a lot, sometimes it rarely fails.

When it works correctly, I see that the request for noScript.html is canceled and the request for the correct content is made. In the failure case, the correct content is never requested but noScript.html is successfully requested and displayed.

Perhaps a race condition somewhere?

[bogdan_cercelaru]

Hello,

The content of <noscript> element is loaded, as an alternate content, for users that have disabled scripts in their browser or have a browser that doesn't support script. Please make sure that your browser supports JavaScript, and that support is enabled.
Please provide us more details regarding your browser.

Regards,
Bogdan

[yzee]

I've experimented with many different browsers (Safari for Mac, Chrome for Mac, Firefox for Mac, Safari for iOS)... All of them support JavaScript, but occasionally they'll be blank... I've seen it on every browser. Most of the time it works, occasionally it'll fail. If I close the browser and try again, it'll work again. That's why I'm wondering if it is a race condition...???

[bogdan_cercelaru]

Hello,

Thank you for reporting this. Unfortunately I was not able to reproduce this behavior.
I've tested with Chrome v43, Firefox v39 and Safari v8.0.7 on a MAC OS X Yosemite trying to reproduce on our online userguide (http://www.oxygenxml.com/doc/versions/17.0/ug-editor/). Can you tell me if you can reproduce this issue also on our online userguide?
The <noscript> tag is supported in all major browsers (Chrome, IE, Firefox, Safari, Opera) and does not have any special requirements.
In order to find a solution for you, I have to reproduce this issue.

Regards,
Bogdan

[yzee]

I couldn't reproduce it with your content, but it happens for us on a page like this:
https://docs.jivesoftware.com/cloud_ext ... p.zendesk/

If you open and close your browser... Or create multiple incognito windows... it eventually happens.

[bogdan_cercelaru]

Hello,

Please provide more information regarding your browser and operating system.
I've tried to reproduce this using Chrome browser following the next steps:
1. Open Google Chrome and then open URL https://docs.jivesoftware.com/cloud_ext ... p.zendesk/
2. Open other 25 new incognito windows and point all of them to the same address (https://docs.jivesoftware.com/cloud_ext ... p.zendesk/).

Unfortunately I wasn't able to reproduce the issue, the content was loaded every time.

Regards,
Bogdan

[maryaed]

We're still experiencing this on docs.jivesoftware.com. It seems to be getting more frequent.

[bogdan_cercelaru]

Hello,

We have not been able to reproduce this issue, not even in docs.jivesoftware.com.
Have you tried to access the docs.jivesoftware.com from a different network?
It's possible for a firewall or security software to block or filter content based on some pattern. That could explain the random occurrence.

Regards,
Bogdan