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Topic: Clicking Help Crashes GP

1.  Clicking Help Crashes GP

Posted 04-14-2016 09:16 AM

Hello,

We noticed that in GP 2013 R2 when we click Help (? icon) and Contents or Index from the main GP screen, GP crashes. We recently updated to GP 2015 R2 and are still having the problem. The feature does work 90% of the time from other screens (Sales Transaction, Item, Customer card, etc.) but does crash there sometimes too.

Has anyone else experienced this problem or might someone know where I can check to see what may be causing the issue?

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Ben Ochoa
International Innovations, Inc.
Austin TX
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2.  RE: Clicking Help Crashes GP

Posted 04-14-2016 09:26 AM

Does this issue occur on multiple workstations?   Help content is stored within chm files located within the Dynamics GP application folder.  Example - The main GP help file is titled GreatPlains.chm which is a compiled HTML file.

From outside of Dynamics GP, are the chm files able to be opened without issue?

Using Windows Explorer, navigate to the GP2015 folder and change the sort by the Type column.   From the list of chm files, test that the same chm files trying to access in GP can be accessed from Windows Explorer.   Post a reply if this test produces an error.   Also include the operating system which this is occurring on.

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Randal Mayer
Sr. Engineer | Consulting
Summit Group Software
1405 Prairie Parkway, Suite A
West Fargo, ND 58078
www.summitgroupsoftware.com



3.  RE: Clicking Help Crashes GP

Posted 04-14-2016 09:48 AM

Thanks Randal for the info. I tested opening the GreatPlains.chm file (and all of the chm files) in Windows Explorer. They opened without a problem and were functional. This issue is happening on all workstations, all workstations are using Win 7. Any other suggestions on what to test are greatly appreciated.

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Ben Ochoa
International Innovations, Inc.
Austin TX



4.  RE: Clicking Help Crashes GP

Posted 04-14-2016 09:55 AM

Two possibilities come to mind - 1. User Account Control (UAC) and 2. antivirus software.   As test from a computer, reduce the level of UAC testing the situation.  Be sure to restart the computer if prompted after making the change.   If not UAC, temporary disable AV and test the situation.   Once a resolution is identified, then further investigation can be made into finding acceptable settings without compromising the environment.

------------------------------
Randal Mayer
Sr. Engineer | Consulting
Summit Group Software
1405 Prairie Parkway, Suite A
West Fargo, ND 58078
www.summitgroupsoftware.com



5.  RE: Clicking Help Crashes GP

Posted 04-15-2016 01:51 AM

Interesting.

I have seen the same behaviour for a while now when opening the Dexterity help from Dexterity.

If I open the Dex.chm file from the folder, it is ok but does not close when you close Dexterity.

This is the first time I have seen someone else report it.

David

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David Musgrave MVP, GPUG All-Star

Managing Director
Winthrop Development Consultants

Perth, Western Australia

http://www.winthropdc.com



6.  RE: Clicking Help Crashes GP

Posted 04-15-2016 07:25 AM

The developers at our company all experienced the same with the help in Dexterity too.  We are on machines that are mostly Win 8.  There was a comment just yesterday though that it seems to have stopped sometime since the last GP update even though we didn't update the Dexterity install.

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Dianna Moore
Senior Solutions Developer
Diamond Municipal Solutions



7.  RE: Clicking Help Crashes GP

Posted 04-18-2017 09:45 PM
I am getting the same issue with Dexterity Help.

If I open the CHM file in windows explorer, it all works correctly.  I can search the help without any issues.

However, if after opening the help file within Dex, once I start typing into the search bar, after the first character is entered, Dex either hangs completely or crashes out completely.

This is getting very frustrating.  I had a development PC running Windows 7 which all worked perfectly.

I have now upgraded to a Windows 10 laptop and it no longer works.

Interestingly, I am having very similar issues with Crystal Reports XI.  It hangs whenever I try to edit a formula.

I will investigate UAC further and see if this is causing the issue.

If this is a known bug as mentioned, when is the expected SP to fix it????

Regards,


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Mark Fraser
IT Applications Manager
TR Pty Ltd

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8.  RE: Clicking Help Crashes GP

Posted 04-15-2016 08:29 AM

Hi,

We experienced this as well. Microsoft said it was a known issue logged under CR84022.  No work around at this time.

Thanks,

Dan

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Dan Specht
Client Care Consultant
Socius
Ramsey MN



9.  RE: Clicking Help Crashes GP

Posted 04-19-2017 09:22 AM
Hey all, this is Terry from Microsoft!
This is fixed in GP 2016 RTM version.
I should have it noted on my blog and fix list for GP 2016 RTM
Thanks!
Microsoft Dynamics GP 2016 is now available! - Microsoft Dynamics GP Community
Dynamics remove preview
Microsoft Dynamics GP 2016 is now available! - Microsoft Dynamics GP Community
Download Microsoft Dynamics GP 2016 today and start testing! Microsoft Dynamics GP 2015 is now available! We are very excited to announce the release and all the features it has to offer. Check it out...
View this on Dynamics >



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Terry Heley
Microsoft

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10.  RE: Clicking Help Crashes GP

Posted 04-20-2017 01:28 AM
Hi Terry,

This is good news.

However, I don't have the problem in GP 2016 R2.

I have the issue in Dexterity.

I am using version 14.00.0084.000

What version of this has the fix in it?

BTW...  I tried deleting some software of my computer that uses the compiled help and then redid the file association.  This appears to have fixed the issue but I am in the middle of some important changes to our system so I don't really want to start playing around with this again.

Regards,

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Mark Fraser
TR Pty Ltd
Blackburn North VI
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11.  RE: Clicking Help Crashes GP

Posted 04-21-2017 02:44 AM
Hi Mark

GP 2016 runs on Dexterity 16.0.

So this issue should be fixed for Dexterity 16.0 or later.

David

------------------------------
David Musgrave MVP, GPUG All-Star

Managing Director
Winthrop Development Consultants

Perth, Western Australia

http://www.winthropdc.com
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