HTML 5 font display issues

Hi Scott,

Thanks for describing what your users are seeing and including that helpful image.

Since your learners are seeing the wrong font in your HTML5 output, please check out the documentation here on how to correct this.

Since I have hundreds of learners, it’s not feasible to ask for any settings changes on their end. I can check with my LMS admin about server side settings, but maybe the simplest thing to do is convert to a “safe” font such as Arial. Do you think that would alleviate the problem?

Hey Scott, 

I can certainly understand and it's been a challenge for many of our users. Our team is taking another look to see what we may be able to do to potentially work around this.

Based on our testing I'm not confident a system font will work, but you can test it out to be sure.

We've attempted using safe fonts. Some fonts help with the issue but the problem persists in one flavor or another. Hoping the dev team is working on a solution for this:)

So it sounds like it's an HTML5 issue really. What if I published as Flash with HTML5 fallback in the classic player? Is that safer?

The plot thickens. I published as Flash with HTML5 fallback and the issue remains. The German version for some users is totally unusable.

Hey Scott,

Thanks for continuing to share your testing and what you are seeing with us.

Would you be able to share your .story file so that our team can take a look as well? If you cannot share here in the forums, you can share privately with our team here.

Hi, Leslie. I will share it privately with your team.

Thank you Scott! I see that you've reached out to our team successfully and that Richard is already taking a look :)

That's right, Leslie. Thank you. In the meantime, I published in the classic player with Flash and HTML5 fallback and posted to our LMS. If there's a true fix, I'd be delighted as I want to start using HTML5 without worrying about issues with our learners. 

This is a terrible issue for our government contract!!! I published courses in mid-September and this didn't happen. we are using the same font and everything. I'm using the HTML5 with fallback and it's not helping.

HELP!!!!

Hi there Jill, I'm so sorry you're in this bind! I know you must be feeling the pressure to get this fixed right away, so I'm glad you came to us for help.

Let's start from the beginning. Can you help me with a few more details?

• It sounds like you published with HTML5/Flash Fallback, is that right?
• Is the course hosted on a web server or a learning management system?
• What web browsers display the incorrect font?

So far it has only been reported by a few users, so we're thinking it's most likely system related. We've tried publishing to HTML5 and Flash independently, but neither corrected the issue. Changing the font from OpenSans to Arial fixed the issue of the disappearing letter f, so at least learners can read the course content. Other relevant details are in my responses above.

* It sounds like you published with HTML5/Flash Fallback, is that right? Yes that is correct.
* Is the course hosted on a web server or a learning management system? LMS

* What web browsers display the incorrect font? Open Sans, Open Sans Extrabold, those are the only two that were on the course. There was Times New Roman but that looked OK.

Jill Rosenfeld, MT(ASCP), HEM
Client Manager, Sr.Instructional Designer
Center for Education &Training

ECRI Institute Headquarters
5200 Butler Pike
Plymouth Meeting, PA 19462-1298, USA
(610) 825-6000, ext. 5462
jrosenfeld@ecri.org l www.ecri.org

Celebrating 50 years of separating fact from fiction in healthcare

Hi Jill,

First, I wanted to let you know it looks like your email signature came through when you replied via email. You can remove that if needed by clicking ‘Edit’ beneath your response. Here’s a quick Peek video if you need help. Also, it looks like you may have two ELH accounts, so you'll need to log in with the one above to be able to edit the post. You can check the avatars to confirm which one you're using! 

Was this also displaying in IE11? If so, it sounds like you're running into the issue detailed here. There are some workarounds in that article I'd suggest taking a look at, and our team is working on a larger fix that will be available as soon as possible. We'll share here once it's ready so that you don't have to check in with us! 

Hi Scott,

Besides changing the font to Arial, did your team ever discover an actual fix for this issue? We're experiencing the exact same thing at our organization (all of the Fs are disappearing, too).

Hi Gregory,

Were you able to look into the other solutions outlined here? 

Let us know if you need more help! 

We cannot ask for any changes on our LMS server, so we cannot try the fixes you recommend.

Hi there, Scott. Appreciate this additional insight!

I know you were working closely with our Support Engineers on this a while back, so I shared this update in your case with Richard. He'll be in touch directly, as we're happy to work with you further on this!

I need to amend my previous statement... we couldn't ask for our LMS to change/add a MIME type. HOWEVER, we were able to turn off browser emulation, which solved this problem. It also fixed an issue with Articulate Rise courses that would open to a blank window. So definitely check that.

Glad to hear that fixed it, Scott! Thanks for that update and let us know if you need anything else. 

Hi Scott, how did you fix the issue? I'm not sure what you mean by turning off browser emulation. Thanks,Anne

It's actually browser compatibility, a setting on our LMS. You can choose from several versions of Internet Explorer, or none. Choosing None fixes the issue.