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Has anyone had a problem with the SW Help file switching languages?

Working in SW16 clicked the ? button, searched a phrase, and BAM Japanese???

Of course it won't find anything matching those keywords if the help file is searching in the wrong language..

And it got stuck like that.

Unless SW knows something I am unaware of about myself, I don't read Japanese.

 

Note: It did switch back to English when I exited and restarted the help file.


Categories: User Interface

Comments
Last comment By: Jim Wilkinson   Thu, 12 Oct 2017 20:00:10 GMT
Re: SW Help File Switched languages?

Hi Sarah,
    Please try the following :

(1)Close your Help Viewer, clear cookies in IE and re-launch the Help Viewer from Solidworks.
(2) If the above doesn't fix it, please click on the logo. It should take you to the root page where you can manually switch the language.logo_click.png  help_lang.png

 

Thanks

Seetharam

By: Seetharam Misro  Fri, 05 Aug 2016 19:44:18 GMT
Re: SW Help File Switched languages?

Thanks Seetharam.

I cleared the cookies and now I get it in whatever language this is... Italian?

The Logo does bring it back to the main page which is in English and it works well from there.

 

It is something about deleting phrases that makes the help file freak out.

Not all the time, but it does repeat.

By: Sarah Dwight  Fri, 05 Aug 2016 19:57:42 GMT
Re: SW Help File Switched languages?

Hi Sarah,
    do you have a language setting, either in your Region and Language Settings of the OS or in your IE- language settings,  that is something other than US English?

 

-Seetharam

By: Seetharam Misro  Mon, 08 Aug 2016 15:46:00 GMT
Re: SW Help File Switched languages?

Wow, that's bizarre !!!!

By: Dave Bear  Mon, 08 Aug 2016 17:28:21 GMT
Re: SW Help File Switched languages?

UPDATE: SW Help File is still at it! I have gotten my VAR involved, but no solution yet.

Also it isn't just deleting phrases that cause the issue.

I searched "units" then picked an area and sub-area to refine my search and got Japanese instead.

A restart of SW got me the real results, but I can't do that every time I need help.

By: Sarah Dwight  Thu, 11 Aug 2016 13:19:43 GMT
Re: SW Help File Switched languages?

Hi Sarah,

That's so crazy. I noticed from the image above that this is from your 'online' help. What happens if you select the included package help instead and you are not connected to the net? I'm wondering if this might help determine if it is a local machine language setting or a net setting?

 

You're on SP3 correct?

 

Dave

By: Dave Bear  Thu, 11 Aug 2016 13:45:25 GMT
Re: SW Help File Switched languages?

Hmm... now that you mention it, I did just switch to SP4. Maybe that's the problem?

I wonder if there is a way to figure out what date I updated to SP4? To see if that is when the problem started.

 

I don't know how to disconnect from the internet on a work computer.

I am having this problem with the SW Help File from inside SW, when you click the question mark in the top right corner.

By: Sarah Dwight  Thu, 11 Aug 2016 15:30:05 GMT
Re: SW Help File Switched languages?

Speak to your I.T. person, they'd easily be able to tell you when they upgraded to SP4 or know which files to look at the date of to find out. Also ask them if they know of any other software on your work station that may have influentious language protocols. You could get them to try the disconnected net test too. I could suggest how to do this but I'm not sure if you are running Solidworks via a server or not and disconnecting the net could also disconnect SolidWorks which would prove fruitless.

 

Dave.

By: Dave Bear  Thu, 11 Aug 2016 17:22:45 GMT
Re: SW Help File Switched languages?

To test to see if the problem happens with local help, you don't have to disconnect from the internet. Just go to the pull down arrow next to the ? and deselect "Use SOLIDWORKS Web Help". This will use the local help instead.

 

Thanks,

Jim

By: Jim Wilkinson  Thu, 11 Aug 2016 17:26:47 GMT
Re: SW Help File Switched languages?

Thanks Dave, but we are a small company so I am my own IT dept! I know I updated to SP4 recently, but was it this week or last week? I have no clue. lol

 

As for the other stuff.... we run SW on individual computers and only have 4 users. The rest... ?

By: Sarah Dwight  Thu, 11 Aug 2016 18:22:35 GMT
Re: SW Help File Switched languages?

Thanks Jim, I didn't even know that was an option.

I turned off the "web help" option and the help screen that shows up is so different I doubt I will ever use it. Also hello 1998.

By: Sarah Dwight  Thu, 11 Aug 2016 18:25:48 GMT
Re: SW Help File Switched languages?

And this issue only occurs on your station out of the four Sarah?

By: Dave Bear  Fri, 12 Aug 2016 12:36:24 GMT
Re: SW Help File Switched languages?

I can't say, because no one else uses the help file... not as much or as often as I do, if they use it at all.

By: Sarah Dwight  Fri, 12 Aug 2016 13:05:14 GMT
Re: SW Help File Switched languages?

Hi Sarah,

Not sure of what version of Windows you are running but do this to see what date you upgraded to SP4 and show the language files at the same time. Go into Windows Explorer, and navigate to this folder on your C: drive (If that is the drive SolidWorks was installed to)

 

C:> Program Files > SOLIDWORKS Corp > SOLIDWORKS > lang

 

Within this directory are all of your language folders amongst other things. These folders would have been upgraded too when you upgraded to SP4 so just look at the 'Date Modified' column in the preview (Right side of screen) if shown for the country folders i.e. Chinese, Russian etc.

 

Dave.

 

***** EDIT *****

Here's an afterthought.........

What if you were to delete those other language folders (NOT English) but leave them sitting in the recycle bin in Windows in case you have to restore them. Or, copy them and move them to a temporary file elsewhere an then delete them. If Solidworks can't access them accept for English, maybe it will default to that in the future. Not the ideal solution I know, but.....................................

By: Dave Bear  Fri, 12 Aug 2016 13:24:01 GMT
Re: SW Help File Switched languages?

Thanks Dave. Looks like I updated 08/09/6. Which is four days after this post... so maybe not an SP4 problem?

By: Sarah Dwight  Fri, 12 Aug 2016 14:24:09 GMT
Re: SW Help File Switched languages?

If it happens 'everytime' you use online help I'd suggest perhaps you do some playing around when you have some spare time and see if removing the language files corrects it? Or maybe do a re-install of SP4 and deselect the other languages may be a more professional take on it.........

 

Dave.

By: Dave Bear  Fri, 12 Aug 2016 14:30:28 GMT
Re: SW Help File Switched languages?

It isn't 'every time' though. It is sporadic.

By: Sarah Dwight  Fri, 12 Aug 2016 15:14:30 GMT
Re: SW Help File Switched languages?

That's going to make the process of elimination a little more trickier!

 

Do you really need the other languages installed anyway?

By: Dave Bear  Fri, 12 Aug 2016 16:44:59 GMT
Re: SW Help File Switched languages?

So weirdly enough I don't think I do, not for 2016 anyway.

I have both 2015 and 2016 installed and when I checked for languages only English is saved in the 2016 folder.

I have been thinking about uninstalling both, doing a clean sweep, and reinstalling them both.

By: Sarah Dwight  Fri, 12 Aug 2016 17:19:12 GMT
Re: SW Help File Switched languages?

Hi Sarah,

 

Yes, it is a much different interface and it looks like it is from around 1998 because it is! This is Microsoft's local CHM viewer which they haven't improved in a long time unfortunately. But, there really are no other good local help solutions. That is why we developed our web help in 2009 and use it as our default; so we can supply better search, etc. Note that the local help has the same exact content, it is just the interface for browsing, searching, etc. that is different.

 

Thanks,

Jim

By: Jim Wilkinson  Fri, 12 Aug 2016 19:00:49 GMT
Re: SW Help File Switched languages?

I doubt you have any other languages installed and I doubt making any changes to your installation will make a difference here. When you hit the help button in SOLIDWORKS with web help turned on, it goes to the internet. From there on when you are searching, browsing, etc. everything is done on the web help servers and has nothing to do with your installation so I don't think this has anything to do with your installation so going down that path is a red herring. From what you have said so far, it always works properly to bring up the help in English when you hit the ? button (or at least does if you close the web help browser so it restarts the browser when you click the ?).

 

So, we need to figure out why it would be switching languages randomly while you are browsing the web help. From what you have said so far, it only happens when you search or start filtering the search, is that correct? Also, you mentioned "deleting phrases" a couple of times. Do you mean clearing out the search field and entering something else? If I can learn more about the cases when this has happened, I can have my web help developer look into it to see if something is going wrong on the web help servers. By the way, the unit search example above is exactly the type of info I need (the sequence leading up to the problem). Unfortunately, I've tried to reproduce it and it doesn't happen for me and I am guessing it won't reproduce for you, is that correct?

 

Thanks,

Jim

By: Jim Wilkinson  Fri, 12 Aug 2016 19:11:00 GMT
Re: SW Help File Switched languages?

Lol, so much for my train of thought then!

As long as Sarah gets a resolve is the main thing. I was just trying a process of elimination to see if the language was indeed a machine or net reactive thing.

Certainly interested in finding out what the answer is.......

 

Dave.

By: Dave Bear  Sat, 13 Aug 2016 01:43:09 GMT
Re: SW Help File Switched languages?

Any update Sarah?

By: Dave Bear  Wed, 17 Aug 2016 12:22:26 GMT
Re: SW Help File Switched languages?

So my VAR has submitted the issue to SW and has yet to hear back.

My VAR also had me run a repair and I haven't had an issue yet, but I can't say if I have been in the Help File that much since then. I can't force the problem to happen, but hopefully it is resolved.

By: Sarah Dwight  Wed, 17 Aug 2016 12:54:49 GMT
Re: SW Help File Switched languages?

Fingers crossed!

By: Dave Bear  Wed, 17 Aug 2016 13:13:16 GMT
Re: SW Help File Switched languages?

So I am using the help file today and have already gotten these two screens.

All I was doing was filtering my search, by clicking the little X's on Areas and sub-Areas on the left side of the help window.

Not true SW. I closed the window and started using it again right away.

I clicked the X to get rid of Routing results and lost them all to get a Spanish(?) message.

Nice try SW, I can read this better than Japanese, but it's still not helpful.

By: Sarah Dwight  Tue, 06 Sep 2016 12:48:19 GMT
Re: SW Help File Switched languages?

Uh Oh !!!!!

 

Not good SW............. Your machine seriously doesn't know what it wants to do does it Sarah?

By: Dave Bear  Tue, 06 Sep 2016 12:57:40 GMT
Re: SW Help File Switched languages?

Thanks for the update Sarah and especially for the screenshots which helps me understand what exactly you are doing. I was able to now reproduce both of these problems and both seem related to choosing to exclude a large number of areas/sub areas with the "x". The first problem with the message indicating that the web help is offline appears to be caused by the number of search filters growing to create a URL that gets truncated. When the URL gets truncated, the web help comes back with a URL not found message and our custom web help browser incorrectly interprets the web help being offline because of it. The second problem of the language randomly changing (and if you look at the URL in the title bar of your screenshot, the version actually has also changed) also seems to be caused by excluding a large number of areas or sub areas on a particular search. However, reproducing it seems very random so I don't know exactly what is going wrong.

 

In any case, I am having the developer of the web help look into the issues and I'll post back when I have more information on a resolution.


Thanks,
Jim

By: Jim Wilkinson  Tue, 06 Sep 2016 13:55:59 GMT
Re: SW Help File Switched languages?

By the way Sarah. I do hope you know that you can filter by one specific area or sub area as an alternative to excluding a bunch of areas or sub areas. This is how most people use the filters and probably why we haven't heard of these issues with excluding a lot of areas/sub areas. So, for instance, with your search for "calculated value custom property", you can click on the text of "Detailing and Drawings (5)" and it will filter down to just the 5 results for that area. You can then filter again by the two sub areas. Or, you can select on "Detailing and Drawings" again to unselect that filter and then select a different area as a filter such as Parts and Features. This may be a lot quicker to get to the help topic you are looking for than selecting a lot of areas and sub areas to exclude and still have a large list of results to look through.

 

I hope this helps,

Jim

By: Jim Wilkinson  Tue, 06 Sep 2016 15:19:08 GMT
Re: SW Help File Switched languages?

Thanks Jim! I did not know that you could un-filter by selecting the title.

In the past this just tried to filter it down further and I got the zero results message.

 

I know most times the areas I don't want to look in, so filtering out areas is super helpful.

It just happens that there are lots of areas for things I don't use or don't have access to... such as simulation, routing, weldments, PDM, motion, sheet metal, sustainability, etc. and so I want to just get rid of those right away.

 

I will try to use multiple filters sparingly or as you suggested above. Thanks again!

By: Sarah Dwight  Tue, 06 Sep 2016 18:39:58 GMT
Re: SW Help File Switched languages?

Hi Sarah,

 

We have fixed the problem and updated the web help servers so you should no longer encounter the problem of the web help thinking the web help is down and in maintenance mode when you exclude too many areas or sub-areas. So, I would appreciate it if after using the help for some time, you can confirm that you are no longer getting the problem of the web help thinking it is offline. Of course, if you do encounter it, please post back with details.

 

Note that before this fix was implemented, I was only able to reproduce the language problem a couple of times and it was random and not reproducible when doing the same exact steps. However, now that we have put the fix in for the truncate URL when excluding many areas/sub-areas, I have not been able to reproduce it at all. So, please post back details with full screenshots if you do encounter it again and I will investigate further. If you no longer encounter it at all, sharing that information would also be useful.

 

Thanks again for providing the detail to help us understand what was going wrong.

Jim

By: Jim Wilkinson  Thu, 15 Sep 2016 13:32:13 GMT
Re: SW Help File Switched languages?

Thanks Jim!

I will let you know either way!

By: Sarah Dwight  Thu, 15 Sep 2016 14:55:41 GMT
Re: SW Help File Switched languages?

Hey Jim-

 

So I just did a simple search for the first time in a while and got the language change.

I just typed in LINK FILE NAME and got zero results in Portuguese.

Actually first I typed FILE NAME and got some results that I didn't want.

Then I added LINK at the end for FILE NAME LINK and got zero results. (I didn't notice if it was in a different language.)

So though it shouldn't have mattered I tried erasing link at the end and putting it in the front for LINK FILE NAME.

That is when I noticed the language was in Portuguese.

 

Doing this again, I get regular results when searching FILE NAME LINK.

Maybe SW is just trying to help me learn different languages!

By: Sarah Dwight  Wed, 01 Mar 2017 14:48:36 GMT
Re: SW Help File Switched languages?

Hi Sarah,

 

Strange. I just tried to reproduce it, but couldn't. What browser are you in; the one that comes up when you use help from the software or an independent web browser? Can you tell me how you accessed the search exactly since there are many ways to access search like the search field at the top of SOLIDWORKS, the search in the upper right of the help topic when you are already in the help, MySolidWorks, etc..

 

Thanks,

Jim

By: Jim Wilkinson  Wed, 01 Mar 2017 15:06:24 GMT
Re: SW Help File Switched languages?

I was working on custom properties (summary info window open) and selected the question mark in the upper right hand corner in the SW window. So that makes it the default SW Help browser... ??

And then I typed into the search bar in the help window.

 

I haven't been able to recreate the issue since this morning. (not that I've tried much, it just hasn't happened again yet)

By: Sarah Dwight  Wed, 01 Mar 2017 17:36:11 GMT
Re: SW Help File Switched languages?

Hi Sarah,

 

OK thanks. Let me know if it happens again.

 

Thanks,

Jim

By: Jim Wilkinson  Wed, 01 Mar 2017 17:39:05 GMT
Re: SW Help File Switched languages?

So I used SW Help again for the first time in a while and after changing the search words 3 times got this screen. It's a new language and one I don't know, which makes this exciting. Maybe I will start a count of all the different languages I get.

 

I started with "linear pattern edit",

filtered for part and features,

added "sketch" for "linear sketch pattern edit",

then deleted "linear" for "sketch pattern edit" and got the above result.

By: Sarah Dwight  Thu, 21 Sep 2017 12:17:52 GMT
Re: SW Help File Switched languages?

Polish maybe ????

 

Dave.

By: Dave Bear  Thu, 21 Sep 2017 12:24:56 GMT
Re: SW Help File Switched languages?

Hi Sarah,

 

Yes, it is something we are aware of and looking into. Sometimes it will switch languages and also versions. It is a tricky one to track down as it's deep in the search engine...

 

Thanks,

Jim

By: Jim Wilkinson  Thu, 21 Sep 2017 12:33:21 GMT
Re: SW Help File Switched languages?

This just happened to me yesterday.   I use IE 11.

 

I did a search and everything showed up in Chinese (at least I think it was Chinese.....its all Greek to me!)

 

So, I just hit refresh and it showed up back in English.

By: Dan Pihlaja  Thu, 12 Oct 2017 19:17:55 GMT
Re: SW Help File Switched languages?

Hi Dan,

 

Yes, it's still a problem that we are trying to track down. It works fine on our internal test machines but once it gets onto the live servers with multiple servers and a load balancer, the language and version randomly changes during a search. We've rebuilt the servers and it isn't happening as frequently, but it is still happening some so we are continuing to try to track it down. If you see the problem usually a refresh or two fixes it.

 

I'll post back when it is completely fixed.

 

Thanks,
Jim

By: Jim Wilkinson  Thu, 12 Oct 2017 20:00:10 GMT
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