Intermittent font display problem from LMS

Hi, Kimberley -- I see that Matthew has offered some ideas to assist you here! May I ask if you are also finding the same behavior when you test your course published for LMS via the SCORM Cloud? You may also find this article to be helpful, as well: How to Troubleshoot Your LMS with SCORM Cloud.  

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. 

Hi, Kimberley -- Thanks for your reply, and as you mentioned that you are finding the same behavior when testing via the SCORM Cloud, I'd like to recommend that you use this form to connect with our Support Engineers for additional, offline review. 

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.

Hi Kimberly - This thread is a bit dated and I'm not sure if the user above reached out to our team or not. Would you be able to share your .story file for us to take a look?

I submitted a ticket, but couldn't attach my zip or the file because the size exceeds the help ticket upload limit.

Thanks for the update Kimberly. I see where your ticket was submitted (00999757) and you should be hearing from someone soon.

Thanks, Leslie. Is there a prize for being ticket #01000000? 

Are you?! Super cool! We knew it would happen soon :)

Nope, hasn't happened just yet, but it is right around the corner for sure!

Haha! That's funny ;) I thought you nailed it with another case or something. Oops.

We hit case # 01000000 yesterday btw Kimberly ;) Just thought I'd share the news.

I popped in to check on your case and looks like you did have a network issue that was affecting your output. Glad that Eloisa was able to assist you and that your text should be fine after all.

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.

Well, I guess one extra step may be worth the effort if it causes mayhem otherwise. 

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.

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.

I am having the same issue using Open Sands. Is there a fix. We have tried to shut down computer and turn back on and clear browsing history. This is happening on a Chrome Box. 

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? 

I'm running into a font issue on one specific LMS and am having trouble getting a response from them (they are my customer's LMS). We're seeing problems with Arial not displaying. Here's an example:

Anyone know how we can troubleshoot? It works fine in other LMSs.

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?

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.

Hi Tim,

Sorry to hear you're still stuck in this pickle with the LMS! Storyline doesn't have a way to force a different font encoding, but there are some other things you could look into in this article for when the font displays incorrectly. 

Just wanted to add my voice to this thread that we are getting weird font display issues also. Unfortunately, the behavior is extremely intermittent (I can't replicate it on my own machine.) 

This is a Storyline 360 file embedded within a Rise module. The behavior's been reported in IE11, LMS 2004 4th edition, and hosted on our LMS (SuccessFactors) but the sample size is so small (2 out of hundreds) that I can't assume that the behavior is limited to these.

The font is Brandon Grotesque.

I've checked out Ashley's link above, but I don't think those solutions apply because it is so intermittent.

Any help is appreciated.

Edit: 

I've tested the file out on IE11 & Chrome, within the Rise and on its own, on articulate.com and on Scorm Cloud. I can't replicate the behavior, which I know makes this very difficult. ;)

Mike

Hi Mike,

For the two users who have run into it, is it also intermittent for them? If not, I'd suggest they look into the Font download setting in Internet Explorer. That can be a per-user setting, so it would be worth having those folks give it a try. 

We're also working on a broader fix for the IE11 issue, and it's a priority for our team, but not an easy one to resolve either. We'll let you know here as soon as we can!