Font issue in Storyline 360

Hello everyone,
we are experiencing exactly the same issue as Ms. Beth Kraemer documented in her post. When publishing in html5 the text appears as a mix of different symbols. Has there recently been any fix or workaround for that?

Regards,
Frank

Hello Frank!

I took a look at Beth's case and it looks like her issue may have been specific to her server.

Would you be able to share the .story file for us to take a look? If you cannot share here in the forums, you are welcome to share here.

I've been having the same issues.  Sometimes it's Gotham Black above a certain point size, and sometimes it's bolded (regular) Gotham.  

What's going on?

Hello Sarah!

It looks like you've reached out to our support team as well and you are working with Miker. I would encourage you to continue doing so if you are still experiencing an issue.

Hi everyone!

I encountered this issue today with Lato fonts and with Windows 10.

I managed to fix the issue by doing the following:

1. Uninstall Storyline 360
2. Go to your Fonts (Control Panel\Appearance and Personalization\Fonts) and delete the entry of the font with the issue.
3. Restart your computer.
4. Reinstall the font.
5. Reinstall SL360.
6. Restart your computer again.
7. Test the file again to see if the text is now rendering properly.

HTH.

Hi Sid! 

Thanks for sharing what worked for you. I wanted to also mention that a number of fonts are automatically installed on your computer when you installed Storyline 360, and Lato is one of them. 

We've seen reports of folks running into trouble when two versions of the same font are installed at the same time, and removing one of them usually does the trick. 

I've run into a font issue and I'm not sure what to do. I have just followed the instructions Sid listed and still no luck. I get the message when I open the file that the font is not installed on my computer and it won't display properly. I've just re-installed both the fonts and Storyline 360. Any suggestions or should I just submit a case?

Hi Holly!

We do try to track the fonts causing issue so that we can take a closer look. 

It would be great if you could share your .story file and your font file with our team here.

Hi all!

We had a very similar issue at our company and it turned out to be caused by the install files for the fonts being located on a network drive when installing them.

Once I tried to move the install file (.ttf) to my local drive, and (re)installing it from there, the issue disappeared!

I'm not sure if this is applicable for all types of font-issues but it worked for us.

Hope this can help.

I appreciate you chiming in to share the solution that worked for you Xtractor. 

That could certainly help someone that runs across this conversation in the future.

This tip worked for me! Thank you, John.

Hi Heather,

Good news! We fixed the issue you reported where Storyline 360 preview/publish rendered the Berthold Akzidenz Grotesk bold font as not bold in the HTML5 output.

Install the latest Storyline 360 update to take advantage of all the recent features and fixes. Here's how.

If the problem happens again, please record a Peek 360 screencast for me, and I'll be happy to help!

Does this mean the issue is fixed for ALL fonts?

Hi Sarah,

The information I shared above is specific for the Berthold Akzidenz Grotesk bold font.

I do not see that a bug was reported in your case with Miker since he was unable to replicate.

It looks like you were going to follow up with any additional testing after you uninstalled the fonts. Let us know if you're ready to look at this again.

Hi Leslie

I never officially reported a bug, since I could only detect an issue with one font: Gotham. I haven't seen it occur with any other font. 

My solution was just to stop using that font.  

I was just wondering if the larger issue had been resolved. If it occurs with any other fonts, I'll log a ticket.

Sarah

Thanks, Sarah.