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
Lauren Connelly

Hi Jacqueline!

I see that you're working with John, our Senior Support Engineer! You're in great hands!

I'm going to also share with him that you're seeing issues with the font in your courses so that he can help troubleshoot this issue. 

I'll be following your case as I'm eager to find the culprit too!

Lauren Connelly

Hello Tim!

Are you seeing this with every project that uses the font, Helvetica or do other fonts that you have downloaded onto your local computer show up in the missing fonts window?

Would you mind also sharing which version of Storyline you are using? If you're using the latest version, Storyline 360 (Build 3.52.25156.0), I'll update my team to share this is still an issue in the most recent release.

Math Notermans

Fonts have always been an issue with Storyline. Im working with SL up from version 1...and its sad to say that it always has been an issue.

When someone makes a title...and someone else on another computer has to continue with it.. you might run into the problems of missing fonts. And even if you think you have the correct fonts installed...still Storyline might tell you fonts are missing.

What in my opinion should be added in Storyline is a packaging option to save your Storyline file together with any needed assets. Being Fonts and anyother external assets not directly in Storyline itself. Thus when packaging and sending a file like that, you are 100% sure your client or coworker gets all needed assets to continue working.

Lauren Connelly

Hello Tim!

Thank you for the update! I'd like our Support Engineers to work with you directly, so I've opened a case on your behalf. You should've received an email confirming the case, as well as an upload link where you can share the .story file with us!

I'll be following along to see what is causing the snag!

Allyncia Williams

Hi Team, I cannot get my fonts to appear on my storyline file. Was there a solution to this? I know I have the fonts on my pc, yet I get this attached error message. I had to restart once before when this happened. Please help since I cannot publish and create more havoc with reviewers who question all the changes. 

 

 

 

Joe Tansengco

Hello Allyncia,

I'd like to ask a few questions to help clarify your experience. 

  • Do the Acier and Philosopher fonts appear as options when you try to change the font in another application like Microsoft Word?
  • Have you tried removing and reinstalling the affected fonts?
  • Do the two options appear in the font section of your Storyline 360 installation?

To troubleshoot the issue, I'd first recommend reinstalling the fonts and making sure that they are appear as available fonts in Microsoft Word. If the fonts are available in Word but not in your Storyline 360 installation, do a repair of your Storyline 360 installation to see if this helps. If the issue persists, reach out to our support team here so we can take a closer look at what's happening. 

 

Melissa Maher

Has there been any resolution to the issue of Storyline 360 giving an error message about fonts not installed when they really are installed? I'm experiencing this with Adobe CC fonts which are "activated", available in all other apps, and visible in system fonts, but Storyline won't recognize. Looks like this is yet another recurring Storyline issue lasting many years without resolution. I've tried uninstalling, reinstalling, installing older versions of Storyline 360, having another person who isn't having an issue save the file and send back to me, deactivating and reactivating fonts, restarting after each, with all apps and Windows 10 OS up to date. 

I'm literally making one final revision to a 100+ slide course and was going to publish for LMS today, but can't do a thing now.

Has anyone been able to resolve this? Thank you in advance!

Joe Tansengco

Hi Melissa, 

Sorry to hear that you are still encountering the fonts issue even after performing the troubleshooting steps that you listed. Instead of doing an uninstall of Storyline 360, try repairing Storyline 360 by following the steps listed in this article to see if this helps. If the issue persists, reach out to our support team by opening a case so we can take a closer look at what's happening.