MadCap Software Forums

Thanks David (so who's Ramon?).

So, in summary:
If you don't have a maintenance contract, you have to use Provide Feedback > Submit a Feature Request and you may or may not get an individual response. It's not a suitable medium for advice, for which you need a maintenance contract, or can use this ...

Well, yes, but that is for a support request, not when you filed a bug report and the bug got fixed. Those messages are sent out individually and I heavily doubt that the supporter goes through the extra trouble to check which maintenance plan the bug reporter has. I'm not talking about responses ...

Can anyone clarify the best way to contact Support in different circumstances.

For example, if you go from the Start Page of Flare, select Technical Support to go the Support website and opt to Contact Support and then Open a Case, the form you fill in looks as if it's for an individual bug report ...

Are you sure it was 4.10, not 4.1.10 or similar?
Version 4.1.18 (downloaded on Thursday 4th) was also a "broken" one.

Thanks for the suggestions. However, they don't sound much quicker than the way I did it (especially as it's unlikely to be a frequent request).

When I reported bugs, most of the time I received no replies....
I have gold support but have not used it so far. I guess I will try.
It's paid for, so surely it would be good to use it. With gold support, you can even phone them an unlimited number of times, rather than waiting for email replies ...

My project is normally output as html help.

It includes a glossary that a colleague would like to use in a Word document, but it isn't included in the Word output and I can't just copy and paste as it from Flare as it comes through with all the xml tags.

My workaround was to open the html output ...

Has anyone who's logged these problems had a reply yet and if so, do we know when they're hoping to release a usable 4.1.x?
(I only have bronze support, so may not get a response for a few more days.)

When there is a new version, are there any volunteers on the forum to try it out and report back?!

I think I will be back to version 4.0 for now, unless there is an easy fix.
The consensus is that that's a good idea. For example:

V 4.1 | My text becomes invisible after applying Span to it! http://forums.madcapsoftware.com/viewtopic.php?f=13&t=7742&st=0&sk=t&sd=a
v4.1.18 Background:System ...

In all fairness, I've upgraded to 4.1 and I haven't seen any of these problems. So you may want to upgrade if you aren't working on a time-critical project.
As I said above, I don't think time criticality is relevant, because you can't work with text and graphics that you can't see .

As it's not ...

Hopefully they've withdrawn it because of all the problems people have been having with it:
http://forums.madcapsoftware.com/viewtopic.php?f=13&t=7742&st=0&sk=t&sd=a
http://forums.madcapsoftware.com/viewtopic.php?f=4&t=7738&st=0&sk=t&sd=a
http://forums.madcapsoftware.com/viewtopic.php?f=13&t ...

If you're not getting this problem - lucky you. However, I wasn't getting it in every topic: some were fine, some it was just a single word or graphic of an icon, whereas in other topics there were several large instances. So keep your eyes peeled and your fingers crossed (if that doesn't hamper ...

Re:What are people's views on the relative merits ... of sharing content?

Using a Global project for shared resources and also re-using content by linking between multiple smaller projects seems much better to me (despite a few glitches with the Import process). I'd previously used condition tags ...

The problem seems to be tied to hyphenation. By turning off hyphenation, the problem seems to be solved.
I thought I had hyphenation switched off, and still had random invisible text, graphics and hyperlinks.
However, I've just checked (albeit back in 4.0 and boy is it buried away) and the ...

It doesn't happen to everyone and I think MadCap had a problem recreating the problem.
Given the number of people who've experienced it within a few hours of it being released, you wouldn't think it was that hard to reproduce. Still, at least they're on the case now.

You could try temporarily ...

[Unfortunately I've run into the same problem and phoned support. They tell me that there is no way they can provide me with a link to a download of the pre-updated version, so I'm stuck until they come up with something.
That's outrageous!
They must have a copy of it somewhere that they could ...

Richard Ferrell wrote:Our Developers have been able to duplicate this issue, are looking ora Fix, We'll keep all our MadCap Faithful Posted

That's good to know. Meanwhile, will you/they withdraw 4.1?

I have to say though that I'm baffled as to how such a major, widespread and obvious bug got through in the first place.

In all fairness, I've upgraded to 4.1 and I haven't seen any of these problems. So you may want to upgrade if you aren't working on a time-critical project.
It's not primarily an issue of time: how can you work with text that you can't see?

I'm using WinXP SP3. I have IE 7 installed, but my ...

For those of you who are having problems, do you have IE6 installed on your system or IE7? Doesn't have to be set as your default browser, just installed on your system.

Also, if you're having the problem, can you confirm that it only disappears in print layout and not in web layout? That's what's ...

Thanks. That makes sense and is quite a relief after the ups and downs of today.

Once those in the US start logging on and doing the upgrade I expect this forum will get really busy...

I've dabbled with GPL and although it works and is useful when it's a few, self-contained topics/stylesheets/images in common, you need to read the help carefully as it's not entirely intuitive IMO.

A few observations:

*It is straightforward as long as you are specific in the Include Files field ...

Stepping back from the techie detail, I sometimes get it when dragging a topic, snippet or image from the Content Explorer into a topic page. It seems to be if I do it too quickly, before it's quite registered what's been selected. When it happens, I just click somewhere else, and try again to drag ...

For me it seemed pretty random as to which text became invisible - not necessarily spans. But, as stated above, reverting to v4 seems to fix it. Just a shame you can't do that from the MadCap website, which only offers 4.1 (even if you click the hyperlink in your v4 upgrade email).

Paul - yes. Thread in the other section of the forum. A restart appears to fix it but not nice all the same.
This one: http://forums.madcapsoftware.com/viewtopic.php?f=4&t=7738 and this one http://forums.madcapsoftware.com/viewtopic.php?f=13&t=7742 .

Don't upgrade to 4.1. If you read the topics ...

Well I only have bronze support and they're about 8 hours behind, so it might not be quick.

But fortunately a colleague kept a local copy of the v4 install. I copied it over and it seems to work. My slight concern is that it didn't ask for my licence key, so I don't know if it's using mine (I guess ...