Convert to Flare 11 and .svg images now show "load failed"

[KJKurth]

Using Flare 11.0.1 on Windows 7 64-bit SP1

While I was using Flare 10 (it might even have been Flare , I created a project that included .svg image files of workflows created in Visio. Those files worked beautifully in both the HTML 5 and PDF outputs.

I now have Flare 11 and needed to update one topic. So, I opened the project in Flare 11 and made the necessary update. After I built both outputs, I noticed that the svg images were missing from the PDF output (they still work just fine in the HTML 5 output). I should also mention that in Flare, when I look at the topic that contains the images, I see a "Load failed" message for each of them. But, when I go to the Image Properties, all looks fine. I haven't touched the images, or even the topic that contains the images. All I did was add some text to another topic. That makes me think the problem lies somewhere in the conversion to Flare 11.

My delivery date is imminent (of course it is - isn't that always when things break unexpectedly?). Does anyone have any ideas on what's going on with my svg images in PDFs now that I'm using Flare 11?

Thank you,
Kathy

[KJKurth]

Sorry, I've been the victim of auto-correct. That smiley face was actually an 8 with a ) after it. I was trying to say that the original project was created in either Flare 10 or Flare 8. I'm not sure which.

[ALL]

Hi

I'm using Flare 11.0.0 on Windows 7 64-bit SP1

I have the same problem as Kathy, only I use Flare for the first time .. meaning no conversion from earlier versions of Flare.

The svg files work beautifully when imported to other applications than Flare, even my very old Ventura Publisher! .. and similar to Kathy's experience, it works when publishing to HTML 5 from Flare but not to PDF output .. and they are not visible in the in my Flare topics (load failed)!?

This indicates that it is not related to Kathy's conversion from earlier versions of Flare to version 11, but perhaps to a bug in version 11 ?!

I'm about to describe entirely new working methods for our team of tech-writers and I will appreciate a good solution to this problem from the MadCap team very much.

Thanks

AnneLise

[KJKurth]

I've opened a case with Flare support and we're working on it. So far, they don't have a solution. We're at the point where I'm packing up my project and sending it to them.

I'm glad that you let me know this is also happening to you. So, obviously it's not the conversion, but Flare 11 itself. As I mentioned, this used to work in Flare.

I'll post again when I have news from the support staff.

Kathy

[KJKurth]

It's solved!

MadCap Support had me do three things. Since I don't know if it was a combination of all three that fixed this issue for me, or just the last one, I'm including all three below.

1. Open the directory containing the project and delete the Analyzer, Output, and Project>Users folders. Then, open the project file. Note: You might want to first save the folders somewhere else before deleting them.

2. Install the latest version of GhostScript. This is needed to view SVG files in Flare. You can get it here:
http://www.ghostscript.com/download/gsdnld.html

3. Install the latest 32-bit version of the Java Runtime Environment (JRE). Even if you have a 64-bit computer, install the 32-bit version because Flare is a 32-bit application. You can get the latest Java version here:
http://www.oracle.com/technetwork/java/ ... 33155.html


Everything is working beautifully for me again.