Fonts missing and swapped in IE 11

Hi Naweed, 

Did you already test out the other solutions here: Learners See the Wrong Fonts or Missing Letters in HTML5 Courses? It's an issue our team has seen in IE11 with HTML5 output, based on these two reasons why (there are solutions for each):

1. Add a MIME Type to Your Hosting Server
2. Enable the Font Download Setting in Learners’ Browsers

Does that help?

Hi Ashley, 

Thank you for your reply. Yes, I tested both solutions in multiple systems/computers. The font download setting is enabled and as I said, I even used an out of the office computer with no Windows Group Policy, but still, the fonts look wired especially the character "f" is missing in all slides and Arial font is swapped with something that looks like Times New Roman.

Hope to read more from you.

Regards

Hi Naweed,

Thanks for that additional detail. One more question for you -- is the published output hosted on a learning management system, or are you viewing it from your local hard drive?

Hi Alyssa, 

The Published output is hosted on our LMS system and we are using Absorb. 

I had the same issue for a course hosted on Cornerstone LMS. We eventually just changed all the fonts in the course to Arial to fix the issue. Not really a fix; more of a workaround, but it got the job done. Good luck!

Hi Jaycee, thanks for the update. I had to do the same. It fixed the issue with missing characters but the font swap is still there. True, not a fix really... 

Thanks for the additional information Naweed.

We do still have an open issue that we are tracking and this conversation has been added. We'll be sure to share any further updates here with you.

Hi Leslie, Any updates on this issue will be highly appreciated. Thanks

Any updates?  It looks like this issue has been around for at least 2 years!  The links above do not work, going to a "salesforce" website requiring login; not very useful!

I have no updates so far...

Hi Lee and Naweed,

Sorry for the issue with the links, those are updated now. Our latest updates on this issue are also detailed in the article here, so you'll want to share that with your network admin or IT team for additional help. 

Hi Ashley, Thanks for your update. I will contact our IT team and will let you know. I would also like to reiterate that we are using Absorb LMS system for pushing our e-learning modules. Therefore, I am experiencing font swaps and missing formats when I upload e-learning modules to Absorb LMS. Hope this article helps. Thanks again.

Hi Naweed,

You'll want to look into the mime type piece than - that should help if your LMS team is able to add it to the server.

Please feel free to keep us posted! 

Is there any word on when a fix for this issue is going to happen? Not even Arial seems to be working in IE (see attached)! We've tried everything, but we can't control what browsers clients use.

Pretty sure it's getting worse. Technical support don't seem to be able to shed any light on it...

Hi there, Fiona. Your clients' learners might have the font downloads option disabled in Internet Explorer. This article will help make sure they're using the right internet settings to view web fonts, like the ones in your course.

If that doesn't help, please let us know!

Hi Crystal,

I currently have the font downloads enabled on my computer, and nothing has changed. I've even used the Articulate font and it seems to do the same thing. Letters drop out and the text is generally quite squashed together. This file I was using uses the modern player (HTML5 only).

I've attached 2 screenshots different courses. One uses Calibri and uses the classic player (HTML5/flash). The font keeps, but letters drop out. The second is Avenir font, which converts to TNR in browsers as it is not supported by Articulate. In IE it also just gets squashed together.

To me it looks like IE has stopped converting fonts to web-safe fonts???

It's difficult to tell clients to not use IE or to change their security settings, as their intranets are IE most of the time. Sometimes their isn't an IT department to discuss these issues with. When font have been enabled on IE browsers, the issue does still persist. 

Any help is appreciated!

Hey Fiona,

Thanks for reaching out and sharing the additional information as well as the images.

I have opened up a case on your behalf so that you can work directly with a support engineer. 

You should be hearing from someone soon.

any update on this? we have a few courses going out to the whole system of over 11000 employees and experience this problem. Any solution? it seems the problem has been for a couple of years. Really disappointed!

Hi Huaiying,

Thank you for letting us know! I would like our Support Engineers to take a closer look to help troubleshoot what might be happening. 

Please be on the lookout for an email from Articulate Support! 

Why has this continued to be a problem for well over a year?  All of the support answers says the same thing.  The problem only exists with IE from my experience.  It sounds to me like you are not working to solve the problem or a solution would have been rendered by now.