List of New Bugs!

Software vendors should offer a list of new bugs they introduce with a version of software, as well as a list of new “features” they introduce.

I’ve been using Adobe RoboHelp since before it was owned by Adobe.  Since Adobe got it, they have released several new versions (and sub-versions), each listing new “features.”

Since 2003, the features released for RoboHelp don’t work as described.  Often a feature like, “Works better with Microsoft Word” means the exact opposite.  Upgrading from version 5 to version 6 made the integration with Word worse, not better.

So we pay for an upgrade hoping it will fix long-standing bugs, and maybe looking forward to some new features.  The features are weak, the old bugs aren’t fixed, and we find new bugs.  This has been happening since 2003.  Yes, it costs us money to get more bugs and seemingly no useful features and no bug fixes.

A list of new bugs for RoboHelp 7.01.003 looks something like this:

Manually create folders! (Actual new bug!)
With 7.01.003, you now have to manually create graphics folders in your production folder!  We no longer create them for you, and we certainly don’t copy graphics into those nonexistent folders.  Now, every time you create a topic with an image, you must manually copy the folder to your publish folder or all images will show up with a red “x” to your viewers!

Randomly lose the name of a file! (Actual new bug!)
Your documentation job was too easy.  How about we spice it up with this new feature!  Now your topics will randomly lose file names.  Don’t worry, it’s easy to get them back - merely right-click the file, go to properties, and then Save the properties; the file name comes back!  You now get the “opportunity” to do this dozens of times per day as topics randomly lose file names!

More useless features!
We told you this version would come with new ways to get your work done quickly.  I hope you’re ready to spend hours learning how to do the same thing a whole new way.

Works better with Microsoft Word (just don’t call us)
Although we say we now integrate with Microsoft Word better than ever before, expect our tech support to scoff at you and demean you when you call in to say you’re using Word.  We’ll use phrases like, “It’s the Best Practice to use our own editor and not a third-party editor,” rather than saying, “We don’t like to work with other software.”

More workarounds than ever before!
We’ve introduced so many new issues and problems with 7.01.003 that we had to create a ton of new workarounds.  Now when you call technical support, we won’t use the same tired lines like, “Reboot your computer,” “Delete all .fpj files and then re-run the application,” and, “It’s not Best Practice to use other software with our software.”  You can hear new workarounds like, “Rename the .fpj file to .bak and then re-run the application,” and, “Try to uninstall and reinstall RoboHelp.”

Harder than ever to get tech support!
Now when you call for technical support, one person verifies all of your information, such as the software you’re using, the version of the software, your phone number, your e-mail address, and your name.

They then transfer you to another person, who verifies all of your information, such as the software you’re using, the version of the software, your phone number, and your e-mail address.

After that, you can talk to a person who will verify information such as the software you’re using, the version of the software, your phone number, and your e-mail address.

When done with that person, they will transfer you to a dead line where you will hear silence.  You can call back and start over if you like.