Intermittent font display problem from LMS

I've created and published a course for my client in Storyline 2, using the National font family. Throughout review stages, there were no issues with how these fonts displayed - we had the module sitting on our FTP site and our client was able to view the course fine. 

Now, the client's LMS provider has uploaded one of the courses and has noticed isolated instances of the font not displaying correctly within the course, viewing it in Chrome. There doesn't seem to be rhyme or reason for it - only one text box on the base layer of a slide is affected, while other text boxes remain unaffected. Also, this happens in only a couple of places in the course - not on every page. Here's an example, showing text boxes that are unaffected as well as one that is (overlapping the cross at the top right). 

Text box examples

Any ideas?

28 Replies
Kimberley  Butterfield

Hi Christie and Matthew,

Thanks both for your insight. I'm trying to get the client's LMS provider to jump on this forum as she is likely to have more answers than me. However, I did just upload the project to SCORM Cloud to double check, it the same issues are showing there.

Christie, is there a way I can share the file securely so that it can be looked at? It's a client's project so I'm loathe to share in a public forum. 

Kimberly Valliere

I'm having this issue with my course in Chrome as well. My text is very scrambled today (though I've had similar, but less crazy issues with other courses where republishing cleared the issue—however, today that is not the case). I cannot upload the course to SCORM cloud because of the free trial storage limits, but this issue exhibits itself in reviewmyelearning as well. When I open this course in IE, the problems aren't there.

We're using Arial throughout and none of these text boxes are tied to variables.

Kimberly Valliere

That's awesome, Leslie! Definitely a milestone for Articulate. :) And yes, the efficiency of trying to save a step by saving the zip (as it was created in SL) to a network drive (instead of to a local drive and then moving it to the network) is apparently the cause of the crazy font issues. Thanks for checking.

Todd Haynes

I'm having the same issue. The font (Calibri) is displaying weird characters just like the screen shots above. I however am only using a local drive. The strange part is the course when launched the 1st time displays just fine. However on launch #2, #3, etc... the fonts are all messed up. I cannot replicate the issue in SCORM Cloud. If I clear browser cache in IE 11, close/reopen browser, the course displays fine.

Leslie McKerchie

Hi Todd!

Looks like Alyssa responded to you here for your font rendering issue and IE11.

One thing that jumps out at me here is that you are unable to replicate the issue in SCORM Cloud? So the issue is limited to your LMS? Be sure to reach out to answer Alyssa's questions in the other thread and I will make an internal note linking to this thread as well in case we need to refer to it.

Alyssa Gomez

Sorry you're encountering this, Christine! I can try and help you narrow this down. Can you give me a few more details about your project? 

  • What version of Storyline are you using?
  • Did you publish the file for LMS or Web?
  • Where did you host the published output?
  • Can you share a screenshot of what you're seeing? 
Leslie McKerchie

Hello Tim and welcome to E-Learning Heroes :)

Sorry to hear that you've run into an issue with your fonts. I know you mention that it's working in other LMS systems, so I assume you are having difficulty replicating the issue.

  • Is it happening in SCORM Cloud?
  • What version of Storyline are you using?
  • Is there a common browser that the users are experiencing difficulty with?
Tim Waxenfelter

Yes. We can't replicate in any other LMS. The issue is happening on an old LMS that is installed at a client site. For complicated reasons, it is waaaay out of date and there is no appetite to bring it up to date. The customer has been back and forth with the LMS support team but has not seen a change. They have acknowledged it is probably an issue with UTF-8 but it seems like they're not going to change it because they are worried it will break the other courses. Is there any way to force a different font encoding in Storyline or are we stuck?

This is being published from Storyline 3 and it does work in ScormCloud. It is both FireFox and IE.