Fonts not embedding during preview / publish

Hey there,

I've created some courses using Storyline in the past and the font embedding has always worked. I've just tried to publish a new course and now my special title font (a non-standard font I have used in Storyline with success before) is defaulting to what looks like Arial when I preview or publish the course.

This same issue even happens if I go back to old projects where the fonts worked correctly before, when I publish them the font defaults to Arial.

Any ideas on what's causing this?

Thanks,

Tom

32 Replies
Christine Hendrickson

Hi Tom. Welcome to E-Learning Heroes!

Sorry to hear you're having trouble with the font. Are you using any special characters or special languages (right to left)?

Please make sure you already have Articulate Storyline update 1.

In Storyline, go to Help > About Articulate Storyline and see if update 1 is indicated. If you do not have update 1 installed, please download and install Articulate Storyline update 1 from the link below: 
http://articulate.com/products/storyline-update1.php 

If you continue to have problems with the font, please go ahead and submit a support case with us so we can take a closer look at the problem. 

Thanks Tom!

Christine

Jannicke Wilhelmsen

Hi, 

I just answered another one on this problem (http://community.articulate.com/forums/p/22092/125020.aspx#125020).

We had the same problem here on 2 different computers using Storyline. All worked fine yesterday, but today the preview on both were like Nicole's. We had one computer which it still was working fine on. The only difference between these 3 computers were that 2 had installed Windows update last night. We tried restoring Windows update to last update (before the one last night) and the problem was solved. 

Tom Munz

Jannicke Wilhelmsen said:

Hi, 

I just answered another one on this problem (http://community.articulate.com/forums/p/22092/125020.aspx#125020).

We had the same problem here on 2 different computers using Storyline. All worked fine yesterday, but today the preview on both were like Nicole's. We had one computer which it still was working fine on. The only difference between these 3 computers were that 2 had installed Windows update last night. We tried restoring Windows update to last update (before the one last night) and the problem was solved. 


Thanks for the info Jannicke!

If I system restore to a point several days ago, will I lose all the data / work I've done on my computer since then? Or does it only affect system files?

James McLuckie

Same problem here too - certain fonts that were publishing fine suddenly stopped after my Windows 7 PC updated today. They are showing fine in the project, but as soon as preview or publish they are substituted. 

The other problem I had was that when I first started Storyline it kept telling me that I wasn't connected to the internet, when I was. 

Restoring my system to the previous point fixed both problems, but that isn't a long term solution. 

I found these links that go into more detail about what the issue might be:

http://www.esecurityplanet.com/patches/microsofts-december-patch-tuesday-fixes-ie.html

https://answers.launchpad.net/inkscape/+question/216640

http://technet.microsoft.com/en-us/security/bulletin/ms12-dec

Another thing I tried was before the system restore, was uninstalling and reinstalling Storyline, but that didn't work. 

Christine Hendrickson

Hi Everyone,

We are currently testing this issue and would like to get a little more information from all of you, if possible. You are welcome to send this information to me in a private message, or post it in this thread. We are trying to work on this as quickly as possible, so we can get this resolved.

Please share the following information (if possible):

  • What version of Windows are you currently running?
  • What font did you try to use (Arial, Articulate, etc.)?
  • Can you share the project file you were working on when you saw this happen? If you can, please post the .story file here. If the content in the file is confidential, you can submit the file here.
  • Can you share screenshots (in addition to what's already been posted) of what you see? You can take a screenshot by pressing ALT+Print Screen. Then paste (CTRL+V) into a Word document. You can either share the screenshot in this thread, or upload it here.
  • What browser (Internet Explorer, Mozilla Firefox, Google Chrome, etc.) and version of the browser did you use when you tried to view the project?
  • Other than the suggestions above (rolling back the updates), have you found any other solutions?

Thanks very much, everyone. We really appreciate all of your assistance with this issue.

Christine

Jannicke Wilhelmsen

Hi Christine,

Thank you for looking into it.

Answers to your questions:

  • We are running W7, 64 bit.
  • We used DIN Pro Condensed in one project and Helvetica Condensed in another project.
  • I am uploading the file now.
  • We don't have any screenshots since we restored our settings back to previous windows update before trying anything else. (Since this was the only difference between the three computers, and the files looked fine on the third computer.)
  • We saw the error when previewing in Storyline.
Dayn Wilkins

Hi Christine

Here's mine...

  • Windows 7 64 bit
  • Fonts we're using are GoodDog and Myriad Pro
  • File is confidential, but will upload.
  • Can't screenshot now since problem fixed by rollback. Both the fonts we were using seem to have been replaced by one font, but couldn't tell you what it was.
  • We were using Google Chrome, but also checked in Firefox and IE and got the same problem
  • Haven't tried any other fixes than the roll-back. Have disabled auto-updates for now.

With thanks

James McLuckie

The Windows 7 update that is affecting the fonts is KB2753842.

I did a system restore last night but, of course, when I switched my PC on this morning, it just did an automatic install and put it back on again. Rather than doing a system restore, I just uninstalled this particular update (via Control Panel > Uninstall a Program > View Installed Updates > search for 'KB2753842' > right click > Uninstall > restart system when prompted).

Once my system restarted, I hid this update (Control Panel > search for 'updates' > Check for Updates > Important Updates Available > right click on KB2753842 > hide update).

Fonts are now all rendering fine again. 

Like any update, however, you should only go through this removal procedure at your own risk ... I'm risking it, but others might decide to work around the issue rather than remove the update.

Lucas de Vreugd

I am having the same issue here.  the font: "FG Mich" is not showing correctly in Publish, Preview and when edititing.

The thing is: it worked fine 2 days ago and suddenly it seems to have changed it's mind. Also tried reinstalling the font.

I only have issues with this specific font. I seem to have installed an Windows 7 update as well 2 days ago. Deleting right now, thanks!

Lucas de Vreugd

I have tried deinstalling the last Windows 7 update, but this does not help. The font that gives me issues in SL gives me no troubles in Microsoft Office.The font eppears correct in my editing page (in Storyline) but not when previewing or publishing.

The other thing is that I can't remove the font, because Windows is saying it's being used by another program, even when all programs are closed.

Any suggestions?

James McLuckie

Hi Lucas

I originally rolled my system back a few days, as Windows updated a few times over the last few days, and I wasn't sure which batch the culprit was in. Might be worth doing that. 

First, though, check that the update definitely has been removed by going through the following process:

Control Panel > Uninstall a Program > View Installed Updates > search for 'KB2753842'. If it's still there, then you'll still have the issue. If that's the case, just remove this particular update and hide it using the process I outlined above. 

I wouldn't bother trying to remove and then restalling your font as that's not the issue. 

Good luck!

Christine Hendrickson

Good morning everyone,

I just wanted to take a minute to thank all of you for sharing your information. We really appreciate it! We have some awesome community members

I also wanted to quickly answer a few questions.

@James McLuckie's question regarding other software:

Yes, even as stated by Microsoft, this is effecting multiple programs. There have been a lot of reports from other companies that are experiencing the same problem.

I even spotted the update this morning and went through the uninstall process. For everyone's reference, as mentioned by James and others, the update is "KB2753842". If you're having difficulty finding it, you should be able to search within the installed updates (if it's already been downloaded and installed) and uninstall it. Take a look at the post by Magnus for more information. 

Again, thank you all for sharing your information and suggestions. I know everyone's pretty busy right now, especially with the holidays, and I appreciate that you've taken the time to contribute to a solution for this problem.

Have a wonderful Friday, everyone! :)

Christine