Help won't open for customer

[dwag]

For years, we've been using Flare to create Webhelp for our software. A question mark (?) icon appears at the top of each software page that contains help content. One of our newer customers reports that, when clicking the ? icon, nothing happens--no error message, no pop-up window. It's a first for us. The only info I've received from the field so far is that "the customer is aware that servers need to be facing external networks, but their current configuration" won't permit them to do so. Does it sound as though the customer has provided the answer to why the help won't open? If not, what other questions do I need to ask? Thanks in advance for any clues anyone is willing to float, with my apologies if the answer should be obvious.

[RamonS]

The first test would be to have them start a web browser of their choice and pop in the URL that points to the WebHelp. If that doesn't yield anything it will definitely not work in the application either.

[dwag]

Thank you for helping me to continue the dialog with our field rep, but you'll have to forgive me for being so poor with the language, because here comes the real laugher (at least you can't see my face): Where would I find the URL that points to the Webhelp? I see a software page with a URL, but the help opens in a window that doesn't have a URL.

[nickatwork]

If you right-click on a TOC item from the help and select Copy Link (IE) or Copy Shortcut (FF I think) and paste that into your browser, it should open that single TOC that should be a good starting point.

[dwag]

You're absolutely right. Exciting. Thanks for that; however, I can do it here at the office: open the help, copy shortcut a TOC item, close the help, paste the shortcut in the browser and the help opens like a champ, but if the customer is unable to open the help, how would he get the URL? I'm assuming I could send my URL with instructions to replace the name of our server with theirs?