Missing Fonts (according to Storyline) but Fonts Exist in System

May 03, 2017

When opening my colleague's Storyline file, I get a message box (attached) telling me that the fonts listed are not installed on my PC.  They are.  I can see them in my fonts list and they are also in my Fonts folder.  Once in Storyline, I can even select the font claimed to be missing from the Fonts menu. The problem is that it does not render it consistently or correctly.  Is this a common problem and is there an easy solution?

110 Replies
Curt Zilbersher

To better illustrate the problem, I have provided the attachments.  fontissue.png shows that I have the Calibri font installed on my system.  Image A1.jpg and B1.jpg show that two subsequent slides in the same module use the Calibri font in the Notes section. A2.jpg and B2.jpg show the resulting published pages showing that they're not the same font at all. Please explain how this is possible.

Alyssa Gomez

Hi there Curt, 

Thanks for letting us know what's going on. This is something we shared with our team as a possible software bug, and I'll definitely add your experience to that report.

Depending on priority and risk, some bugs can be fixed quickly, while others take longer to resolve. Here's more information on how we identify and tackle bugs.

I’ll let you know as soon as we have an update on this issue. Thanks so much again for letting us know about this, and I’m sorry if it’s slowing you down.

Alyssa Gomez

Hi Danielle and Laura,

Thanks for popping into the conversation! Are you simply seeing the error message that says the fonts are not installed, or does it seem to also be causing issues with the font when you preview or publish the file?

If you're seeing problems with the font, could you share a sample of your file here? 

Ashley Terwilliger-Pollard

Hi Jim,

Thanks for reaching out here! I've run into the same thing a few times myself, and luckily it's a message that can safely be ignored. We do have a report filed with our team though - as no one wants an error message! 

We'll keep folks posted in this discussion and now that you've responded you should get updates via email. 

Ashley Terwilliger-Pollard

Hi P,

Thanks for sharing here - are you seeing the error message that the fonts are missing, or you have fonts that are actually missing in Storyline? The error message is something we have reported to our team and it's a message that can safely be ignored while we continue to investigate. 

If you have fonts that are missing in your course while editing or the published output - can you share a copy of the .story file and let us know the fonts used? If it's not a standard font we'd need the font files too. Feel free to share here or send along to our Support team here. 

Ashley Terwilliger-Pollard

Hi Lowell,

Sorry you ran into that error message too! I know it can be an alarming pop up, but it can safely be ignored if you're aware that the fonts are actually installed on your system. Our team is looking into why that error appears when the fonts are installed, and we'll keep folks posted once there is any info about a fix. 

Alyssa Gomez

Great news!  Another update for Articulate 360 is now available.  It includes a few important fixes and new features that you'll see in the release notes here.  

The item you may be interested in is a fix for Storyline detecting missing fonts when opening a project file, even though the fonts were installed on the computer.

Launch the Articulate 360 desktop app on your computer and click the Update button for each application. Details here.

Please let us know if you have any questions, either here or by reaching out to our Support Engineers directly. 

Ashley Terwilliger-Pollard

Hi Lowell,

First, it looks like your email signature came through when you replied via email! No worries, this Peek video will show you how to remove it from the public discussion if you like.

I don't have a scheduled date for Storyline 3's next update - but we'll keep you posted once the fix is available. 

Ashley Terwilliger-Pollard

Hi all,

A quick update, this fix is now also included in the latest update for Storyline 3. Updates are free for Storyline 3 licensees and you can download the latest update here. You can also view the entire list of Release notes for Storyline 3 here. 

Please let us know if you have any questions!