Closed Captioning Missing Characters

Hey Ed! Happy to investigate this with you.

Open Player Properties, click Colors and Effects, and look at the Captions font setting. What font is selected there?

Do you see a difference if you change the font to something else, like Arial? 

Hi Alyssa,

Thanks for the suggestion!

The font was already set to Arial but setting to Calibri seemed to sort it for some reason. I wonder whether it had to do with any of the special characters in the translated text.

Thanks again.

Ed

Hey Ed,

You might be right! I'm glad to hear switching to Calibri sorted out the problem.

It sounds like you're back up and running, but if you'd like a second pair of eyes on your file, you always have the option to send it to us here. We're happy to take a look. 

I'm encountering a slightly different issue where I am loading different language subtitles into the closed caption function, and some of the characters are not showing properly. Specifically characters in Portuguese like á, ç, õ, and ã are showing up as little diamonds with a question mark in them (screenshot attached).

I have switched the caption font several times to different system fonts that I know contain those particular glyphs, but they just won't show no matter what I do.

Is there a setting somewhere to use a font's full glyph library or something? We are planning on translating our training into at least 12 more languages with far more complex alphabets and so I would like to try and get this working quickly.

Any help?

Figured it out. It was the case where the WebVTT files needed to be UTF-8 encoded.

Thanks for that update, Craig! I'm glad you figured it out - and always feel free to connect with our Support Team as well for any questions you have!